- Posted on 24 October 2014
Retailers, how not to mess up Christmas
With December just a couple of months away, thoughts will soon turn to buying those festive gifts and stocking fillers. Whilst some customers prepare for the impending high street battles and aisle onslaughts, others will be opting to carry out transactions online where they may discover that the purchasing process is just as tough to navigate.
But what is the key to a successful Christmas?
Understanding the challenges for both the consumer and business is vital to designing the perfect digital strategy. This is pivotal in guiding the consumer through the whole gift-buying process and earning their lifetime custom.
From a Consumer perspective , the main challenges are to ensure that customer expectations are managed and all promises are met. Buyers can be lulled into a false sense of security during this peak shopping period, where they will be expecting more out of any business. Typically you want to be able to search quickly for the ideal gift, at the time that is convenient to you and ultimately then be able to locate and receive the selected purchase in a place that is suitable. Customers are always on the move and fully responsive across all devices and channels, there’s no surprise that there’s a cross-section of savvy shoppers sourcing the best value for money for their purchases with high demands.
From a Business perspective, Christmas is a crucial and profitable time of year, yet with so many steps within the delivery chain open to problems, retailers need to be aware of the common pitfalls: Ranging from adverse weather conditions as witnessed last year, through to limited resources and failed opportunities. Disappointed customers are detrimental for any retailer – ensure you can build relationships with your customers based on accurate reliable information, follow their journey and be available to respond to queries in a timely manner when required to do so. In order to achieve success in all these areas, retailers need to make sure that they are communicating efficiently. Your customers show they’re loyal to you – how loyal are you to them?
For those who have no idea what to buy, the most daunting and time consuming part in the gift-giving process can simply be finding the perfect present. It is therefore imperative for retailers to consider how their customers’ purchasing traits can shift during the run up to Christmas. Pick early enough the Christmas trend and you’ll succeed in acquiring the customer at the lowest cost with time to have your supply chain ready.