IT'S MID-NOVEMBER, AND THE HIGH STREET IS ALREADY HUMMING WITH FESTIVE ENERGY.

Yet beneath the twinkling lights and jolly tunes lies a familiar story: the Christmas trading season is a stress-test – crowded stores, dwindling stock levels, frazzled staff. 

But while discount signs may grab attention, it’s customer experience (CX) that turns one-off holiday shoppers into repeat brand fans.

More than any other time of year, retail customers are expecting an experience at Christmas. People want to create happy memories as they hunt for gifts, full of cheery decorations and excited faces (with a few gingerbread lattes and cinnamon-filled treats to keep them going, of course).

With Black Friday just around the corner, let’s unpack why CX is the secret ingredient this year – and how retailers can sprinkle in a little festive magic to keep customers smiling.

The Pressure Is Real

According to Deloitte’s 40th Holiday Retail Survey, consumers are genuinely price-aware this season – but they still lean on digital conveniences and seasonal experiences to brighten the holidays. Meanwhile, Gartner found that 40% of shoppers expect fewer discounts this year, and 75% anticipate spending more simply because prices are rising. In other words, shoppers are navigating a financial squeeze, making a positive experience even more crucial. [deloitte.com][gartner.com]

When pies are on the table and toy lists are coming together, people don’t just want bargains – they want stress-free, seamless shopping. Because for all the joy it brings, Christmas can be a logistical mountain to climb, and consumers don’t need any added stress.

What a Positive Festive CX Feels Like

1. Smooth & Speedy Service

    

   Early shopper impatience is common – 63% planned to kick off holiday shopping in November or earlier, says Gartner. With so much to plan and coordinate, consumers want to get the job done quickly and efficiently. A good balance of staffed checkouts and well-implemented self-checkouts will keep your customers flowing happily instead of checking their watches as they stand in line.

    

2. Omnichannel Confidence

    

   Today’s consumers are navigating between online deals, in‑store pickup, and even AI-powered tools [deloitte.com]. What they expect is frictionless transitions and accurate information, allowing them to move freely between digital and physical channels.

    

3. Friendly and Flexible Return Policies

    

   Nearly 70% of holiday shoppers say they’re more likely to buy if returns are hassle-free [gartner.com].  

    

4. Personal Touches Count

    

   McKinsey found that shoppers are starting earlier and expecting value – but when they find it, they embrace it. A well-timed recommendation or festive bundle lands better than a random discount. [mckinsey.com], [mckinsey.com]

The Flip Side of Festive Footfall

The increased footfall that comes with the Christmas season is so important, with some retailers taking in up to 40% of their annual profits in this one quarter [mckinsey.com].

But here’s the flip side: miss the basics, and it’s not just a sale you lose – it’s trust.

With fewer discounts around, shoppers are far less forgiving. One bad experience – like confusing inventory info or slow checkouts – could be the moment they vow: “Never again.”

In fact, our own Global survey of 6800 consumers, commissioned through YouGov, revealed that 19% of retail customers won’t return after one poor customer experience. After two, you lose more than half (51%). 

This is not the time to get it wrong.

Crafting Christmas Cheer, Not Chaos

So how do retailers pull it off?

• Invest in Unified Commerce

   

  Real-time stock information, consistent messaging across touchpoints, and seamless transitions between online and offline mean fewer “out-of-stock” red flags and more joyful purchases.

   

• Handle Cash the Smart Way

   

  Even in digital age, till transactions matter – fast, secure, and reliable cash handling eases pressure on staff and boosts customer. Cash automation eases pressure, especially during your busiest season.

   

• Empower Customers

   

  Offer self-service as a choice for checkout and returns. These tools save time – and staff – for when warmth matters most.

   

• Empower Staff

   

  All of these automation tools release your staff from low level tasks and free them up to focus on the customer (and be available to help them find that must-have toy on their list).

Why CX Is This Year’s Festive Bestseller

Imagine a shopper breezes in, sees everything clearly online and in store, picks up their gift in minutes, pays the way that suits them, and returns home feeling cared for. That emotional satisfaction does more than secure a sale – it sets the tone for loyalty long past January’s sales.

CX isn’t fluff – it’s strategic, emotional, and essential. This Christmas, giving your customers peace of mind will deliver far more than a discount ever could.

Want to get your CX systems holiday-ready? Our GLORY team is on hand to help you turn seasonal stress into a festive success.