The holidays are here! And, if you’re like most independent retailers, you’re probably feeling the pressure.
I get it. This is the busiest and most profitable time of year, but it’s also when customer expectations are at an all-time high. And when communication isn’t clear? Frustration follows fast and consumers are rushing around.
That’s why I created this quick tip video to help you update your holiday messaging across nine key areas—without overwhelming your team or starting from scratch. From cut-off dates and return policies to operating hours and shipping timelines, your customers need clear, confident communication in all the places they interact with you, especially if they’re juggling their own holiday chaos. The more visible you make that information, the more trust (and purchases!) you’ll earn.
Here are just a few of the areas I cover:
- Customer-Facing Messaging
From your email signature to thank-you pages, every touchpoint should reinforce confidence and clarity.
- Automated Emails & Site Prompts
Update receipts, abandoned cart flows, alert bars, and more to reflect your holiday cutoffs and policies.
- Product & Policy Visibility
Make return info, shipping deadlines, and store hours easy to find right where customers are shopping – On Your Product Pages!
- Social & Support Channels
Pin important updates to your social media posts, refresh your FAQs, and ensure your chatbot is up to date for the holiday, especially if you’re using AI! Chatbot training data may be referencing out-of-season information.
In the video, I walk through all 9 touchpoints and explain why each one matters, with examples of what to say and how to update them efficiently. These small tweaks can make a significant difference in the customer experience, especially for shoppers who are concerned about delays, returns, or gift-giving timelines.
My advice? Watch the video, then create a checklist and set aside time to complete these tasks. And don’t forget to mark your calendar to remove or refresh these after the holidays.
Clear communication isn’t just good customer service. It’s also one of the easiest ways to reduce friction, increase conversions, and create loyal, happy customers who’ll come back again and again. (Because isn’t that what we all want?)
Watch the video now and use it as your holiday prep checklist!
