WEBVTT

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For retailers,
this holiday season isn't just about

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sales.

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It's about earning customers’ loyalty at a
moment when shoppers are making every

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dollar count.

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At Deloitte,
we've tracked holiday shopping trends for

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40 years, and this year,
our survey of more than 4,000 US consumers

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shows shoppers appear to be planning to
cut back.

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On average,
consumers told us that they plan to trim

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their holiday budgets by 10% compared to
last year.

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For retailers,
that means the stakes are high and

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standing out matters.

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So how can retailers make spirits bright
and win shoppers over?

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To find out where they can make the
biggest impact,

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we asked shoppers about their pain points.

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It turns out 58% find holiday gift
shopping stressful.

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And when it comes to shopping online,
77% feel frustrated.

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But shopping should be joyful, right?

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So, what's getting in the way?

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Online shipping delays are the most
common frustration:

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37% of surveyed holiday shoppers say slow
deliveries frustrate them.

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Out of stock items are next,
with 36% of shoppers reporting that this

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is their top annoyance.

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And then there's the digital noise.

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About a quarter of shoppers say pop-ups and
pushy emails make the experience less

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enjoyable.

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Meanwhile, there's another major concern:

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77% of shoppers say they're worried about
porch pirates,

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those package thieves who take the
deliveries right from the doorstep.

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Retailers, this is your moment.

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Every improvement you make could win
hearts and wallets.

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Customers expect a seamless experience,
whether they're shopping online, in store,

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or a combination of both.

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That means offering the same availability,
Recommendations, and expertise,

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wherever shoppers are engaging with your
brand.

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Consider giving your customers a range of
price options per product type.

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Shore up your loyalty program and make
sure customer benefits are communicated

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clearly.

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Improve inventory transparency.

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Make it simple for shoppers to find what
they want,

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whether that's physically or virtually.

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Simplify the shopping experience. When
Online,

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offer fewer pop-ups and smarter filters.
In store,

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offer organized shelves and available
associates. And for both,

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provide easier returns overall. And offer
secure pickup and delivery options to

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give shoppers extra peace of mind. When
wallets are tight,

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a shopping experience that's simple,
fast, and joyful can be key to standing

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out.

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Keep the spirit alive,
help shoppers feel great about their

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choices,
and you can set the stage for loyalty

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this holiday season and beyond.