Summary:
‘Tis the season for small and medium businesses to fa-la-la-la-la-la-la-launch into higher sales by decking out their stores and embracing best practices like BOPIS. And with the right tech—like faster internet, a robust contact center, and solid cybersecurity protections—businesses can keep both shoppers safe while spreading holiday cheer and boosting sales.
Jingle bells are rocking, Santa Claus is comin’ to town, and all is abuzz for a busy holiday season. Retailers will be the first to recognize this time of year is critical (especially small and local businesses) to maximize their sales and customer engagement. PwC’s 2024 Holiday Outlook found that shoppers plan to spend an average of $1,638 on gifts, travel and entertainment this holiday season, marking a 7% increase from 2023 and a 15% jump from 2022. Further, the report found that more than half of consumers (52%) plan to complete their holiday shopping after Thanksgiving—which means two things: Retailers are set to see a big uptick in sales this month, and that I’m not the only one who saves shopping until the last minute.
As the festive spirit takes over, it’s vital that your business is ready to meet increased demand and provide exceptional service. If you are looking to maximize this jolly time for your business, here are some tips to help you thrive during this bustling period, with a touch of technological enhancement to keep you ahead of the curve.
- Get into the Yuletide spirit
Stand out by decorating your storefront, social media website with festive themes to attract holiday shoppers. Create a warm and welcoming atmosphere that reflects the joy and excitement of the season. This not only draws in customers but also enhances their shopping experience, encouraging return visits.
- Brighten the season with extended store hours
Take a page from Old St. Nick who’s working overtime ahead of the big day. Consider staying open longer to accommodate shoppers who may be busy during regular hours, but ensure your team is prepared for the extended shifts and maintaining high service standards. This can capture more sales and provide convenience for your customers.
- Offer a very merry BOPIS (buy online, pick up in-store) experience
According to Capital One, 97.2 million Americans regularly used “buy online, pickup in-store” (BOPIS) in 2024, representing over a third of total U.S. consumers. This trend will pick up momentum around the last few weeks of the year because of its extreme convenience and growing popularity. Take advantage by ensuring your website and store processes are streamlined to manage these orders efficiently. This will not only reduce shipping costs, but also drives foot traffic to your physical locations, providing opportunities for additional sales.
- Unwrap the benefits of 24/7 internet connectivity
In the last tip, we touch upon how important your online entities are to a buyer’s shopping journey. With the festive rush comes increased traffic, both online and in-store. If your internet connection is spotty or goes down, customers won’t have time to wait around—they’ll sprint to your competitors to get their shopping lists complete in time. What you need is a reliable, fast connection that can keep up with the demands your digital channels will see during this time of year. To ensure your network connectivity stays scalable and resilient, we advise that SMBs look towards a fiber internet solution that offers dependable high-speed connectivity, so your network can handle the demand without slowdowns or interruptions. This is vital for processing transactions swiftly and keeping your systems running smoothly.
- Avoid holiday chaos with a comprehensive contact center
Contact centers are crucial during the holiday season because they manage the significant surge in customer inquiries and support needs that arise from increased shopping activity. Retailers should expect an increase in call volume, all related to product information, order tracking, troubleshooting and returns. A cloud-based contact center solution can help with the overload so your team can streamline calls, emails, and chats efficiently, providing quick resolutions and keeping customer satisfaction levels high. We recommend Talkdesk Express as a contact center that specifically caters to SMBs—not just during the holidays, but year-round.
- Keep cyber-Scrooges far away by protecting your business and customers’ data
A new survey shows that more than half of retailers recognize increased cyberattack risks during the holiday season. Cybersecurity is paramount, especially during high-traffic periods, but is often an unfortunate afterthought for most small businesses. Implementing robust security measures is critical for protecting sensitive data and business applications from potential threats. There are many options for SMBs to explore that can help you stay protected and build trust with customers. Investing in the right security solutions can provide comprehensive protection, giving you and your customers peace of mind.
- Promote holiday specials and loyalty programs
One effective way to entice customers is with holiday promotions and exclusive products, services and deals. You can use your customer relationship management (CRM) tools to target loyal customers with special offers. A well-planned marketing campaign can boost sales and strengthen customer relationships any time of the year.
- Plan for post-holiday engagement
The holiday season doesn’t end with New Year’s. Plan for post-holiday sales and engagement strategies to maintain momentum. Follow up with customers through email marketing and social media to keep your brand top-of-mind.
By integrating these tips with the right technology and IT solutions, your business can enjoy the gifts of enhanced customer experience, operational efficiency, and protected valuable data during the busiest shopping season of the year. Prepare now to make the most of this festive period and set your business up for success, and don’t forget to get an earlier start next year!
