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Shopping Trends this Holiday Season

Lucky for all of us, Forbes recently reported Shopping Trends that we can likely see amongst consumers this Black Friday! Upon jumping right into the trends, they boldly note that this year is likely to look different for retailers!

From the look of the mall during this season, we all know that this is a high traffic time. It’s also when customer service is put to the test the most throughout the year. Understanding your customers, establishing and strengthening a customer-centric mindset and preparing early can set your team up for success!

“With wallets strapped and emotions running high, customers during the 2022 holiday shopping season are looking for brands that can provide personalized, convenient solutions to make their lives easier and better.” - Forbes

1. Spending is down.

Sad to say for retailers, but we’re likely to see an overall decrease in spending. WIth the tough economic times we’re facing post-pandemic, it’s important to prepare for this projection.

“In the U.S., holiday gift spending is expected to drop by $30 billion as 58% of consumers cut back on non-food spending during the holidays. The biggest drops could come in clothing and footwear, with 25% of people expected to cut back in those areas.”

As small business owners, we can acknowledge these stats by making sure we don’t overestimate when ordering or making products.

2. The holiday shopping season is expanding.

Let’s be real. When’s the last time that we saw a Black Friday deal last ONE DAY? Yeah, it’s been a minute.

Also related to the financial struggles that many are facing in the US right now, many consumers are getting ahead of tight wallets and spreading the financial strain across more paychecks. Customers are starting their holiday shopping earlier in 2022.

3. Internet sales are up

Whew. Finally a win for e-commerce based businesses! Forbes’ has forecasted an increase in internet sales this holiday season.

“Online sales are expected to reign supreme in 2022, with Adobe predicting 2.5% growth in online sales November 1-December 31. Early discounting and economic uncertainty have caused e-commerce to stall.”

You can help stand out amongst other online retailers by creating an intuitive, convenient, and personal online and mobile experience that is crucial for brands.

Many customers start their research online, even when planning to shop in-person, which means the customer experience starts when they first search for your brand online. The online experience, including a customer’s initial search results and reviews, have never been more important! In short – a quality customer experience is no longer an option. It’s a requirement if you want a sustainable, growing business.

4. Customers want a human touch.

Automation can be a beautiful thing, but it also can become dangerous when you solely rely on it. In the techy world we live in, consumers are ready to get PERSONAL again!

“When given the choice of how to communicate with a brand, a TCN consumer survey found the majority of customers chose speaking to a live agent, followed closely by online chatting with a live agent. Technology is still important in 2022 but is only part of the solution. Human interaction still sets brands apart.”

All in all, delivering a great customer experience during this busy (and nearly unprecedented) holiday season means finding the perfect harmony between technology and human interaction. How will you stand out?


During Black Friday Weekend, we’re having our biggest sale of the year. Don’t miss out on these affordable and strategic ways to enhance your Customer Journey for 2023 and beyond:



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