Preparing your customer experience for the retail high season

Here are tips for eCommerce owners on meeting your customer's expectations for CX

Now is the time to prepare your customer experience for the retail high season. You may be wondering what you can do to get ready. Let's look at ways to prepare your business for the retail high season! By organizing and putting processes in place, you can ensure that your customers have a positive experience during the busiest time of year. Here are a few tips to help your business prepare for the rush.



The retail industry is transitioning, with many retailers struggling to develop creative new strategies for the holiday season. People are returning to stores, but eCommerce is still growing in double digits. With shoppers delayed from shopping inside stores and digital engagement reaching all-time highs, this might be worth considering how consumers have changed since 2019--and what they're likely going through right now!


The success of Shopify is a testament to where they achieved $12.5 billion in revenue generated by Shopify's partner ecosystem in 2020. This number was up more than 84% from $6.8B in 2019


So what are today's customer trends and demands? What will get them to buy from you, trust you? First, table stakes to being data-driven:

Private and Safe Digital Experiences


Buyers want safe experiences, but consumers now have more pressing concerns than just shoplifters and pickpockets. Purchased goods are increasingly likely to be private and personal, with shoppers concerned about their data security and privacy rights when interacting with eCommerce websites. This trend doesn't show any signs of letting up anytime soon.


The US government has recently updated its policy when interacting with those younger than 13. Gen Z and Millenials grew up using digital. Instagram has been around for more than ten years! Growing up with a smartphone, a growing consumer base requires digital and mobile retailing experiences because they don't know another way.


Convenient and Easy to get


You can't get ahead of the curve if you refuse to adapt! As mobile continues its rise and social media takes over our lives, 73% percent of people will buy on a smartphone in 2021. Suppose your site doesn't offer a personalized experience tailored just for shoppers who buy things online. In that case, they'll go elsewhere—especially since so many other options on Facebook or Twitter are waiting.


Personalization or bust


With marketing technology, like email automation and customer data platforms (CDPs), you'll be able to personalize your business by getting access to crucial information in real-time. Customers want their experience to be as if your eCommerce store knew what products or services were best suited for them. What matters most is providing people exactly that service because this is how we keep our clients happy. At some point, a customer returning, again and again, doesn't like being treated as a new customer. That is why we have features such as favorites, saved items, and shortcuts in tech. There will always be continued growth from satisfied sources; don't let anything stand between potential customers who might otherwise go elsewhere due to a lack of visibility into key details about specific offers.

Marketing technology essentials


With such lofty expectations, what can you do? Well, If you use up-to-date technology, as you find with most saas-based solutions, you've got a lot of cloud security implemented on your behalf.


As for trust, you will need to start earning their information; it is what we in the industry call a value exchange for first-party data. We believe the best way to maximize customer privacy is by implementing value exchange because trust comes when a relationship or a rapour is formed. This means you're protecting your data and data from those who depend on your business.

We all know the importance of protecting our personal information. But many people don't realize there are ways to protect themselves without being paranoid about it! For example, your online store wants more returning customers during the low season because their loyalty programs reward them with discounts or free shipping on future purchases. If they remember who made a purchase last year, then offer some "special deal" just before December 25th, which will draw those folks back into stores again. Build strong customer retention campaigns; customer retention is way more efficient during that slow time.

No matter which direction marketing trends take us in today's constantly changing world - no one can deny how important having up-to-date technology has become for companies who need a competitive edge over their competition. Data is coming at you left and right, so all of your tech must work together to make sure the insights don't get left behind. Our CDP helps with this by allowing us to access our platform and other vendor-neutral solutions like ours!


Again, software tools like email automation, and CDPs can get your brand and products in front of the right segment on the platform, which they prefer, like, tik tok and Instagram.


Incorporate Customer Retention CX


Don't underestimate Customer Retention experiences. Even in the high season, when you are getting new customers from your acquisition campaigns, let's focus on keeping them and growing with referrals.

  • Take every opportunity to prioritize customer messages over brand messages. It's hard for many people, but being understood trumps being right.

  • Encourage referrals in your welcome series emails to build your audience. Consider it as a service to them to be able to share what they have found with their friends.

  • Let your customer personalize. Adding a field so they can leave a note, your referrers can further personalize the experience for their friends.

  • Offer SMS sign-up options with required email sign-up fields on your website to start segmenting your audience early. As a preference, you begin to a piece of capture information related to attitudes.

The holidays are coming, and the retail high season is practically here. This time is when businesses need to be prepared for an influx of customers. By organizing and putting processes in place, you can ensure that your customers have a positive experience during the busiest time of year. If you're looking for more advice on preparing your customer experience for the holiday season, reach out to one of our experts at VIEWN. We can help you develop a strategy to keep your business running smoothly during this busy time. Thanks for reading!