For shoppers, most of the battle is finding the right gift at the right price. For retailers, the challenge is to ensure a simple and smooth customer experience. To make that happen, consider upgrading payment, delivery, and return options with an eye on flexibility:
- Payments: Tap-and-go credit cards have become the norm in the store, but don’t overlook high-growth payments options like mobile wallets, BNPL, and POT. That will be important this holiday season as higher prices make it harder for retailers to capture wallet share. And although these options are more typically found online, they’re also growing in popularity in stores’ point-of-sales systems.
- Store fulfilment: Retailers are prioritising convenience and giving shoppers the chance to choose their own delivery windows. They’re also appealing to sustainability-minded consumers by offering eco-friendly delivery options (and even carbon offsets for delivery from the store or local distribution centres).
- Try-at-home: Some retailers are experimenting with temporary try-at-home options that let customers use products for a few days without charge. If the customer isn’t satisfied, they can return whatever products they don’t like.
- Returns: Evolve your returns experience with an eye toward convenience, customer preference, and sustainability. Enabling customers to drop off online returns in the store and offering contactless return kiosks deliver on the dual promise of ease and sustainability.