The Hidden Messages in Your Holiday Customers’ Behavior That Could Transform Your Business Overnight
To show what that looks like, they used KitKat’s sharing bar launch as an example. Nestlé built it around one clear, human idea – shared moments with friends and family – and the whole team pulled in the same direction. It was focused, playful, and memorable.
The holiday shopper is a different shopper
Your holiday visitor may not be your regular customer. They’re probably buying for someone else; they may not know your brand, and they’re short on time.
This part landed hardest for me – just how little context a gift buyer may have. They might not know your brand, the product category, the right words to search, or even exactly what the person they’re buying for would choose.
Our panel provided an example of shopping for a coffee-loving relative. You know you want to buy them something they’ll love, but you may not know the name of a particular coffee press. That’s when clear gift collections, categories, and filters really matter.
So design for them. A gifting collection filtered by price (“gifts under $25,” “under $50”) gets them straight to what they came for. On a WooCommerce store, product collections and filters make this quick to set up.
A fast, easy on-site experience during the busiest shopping weeks of the year might be what turns a one-time gift buyer into a repeat customer.
Get curious before you get busy
The theme running through the whole session was curiosity: What drives your shopper? What are they worried about? What would make their day easier?
Curiosity helps both sides: customers find what they need, and merchants earn trust that lasts past the holidays. The speakers also reminded us that small human touches, like a handwritten note in the box, still matter a lot.
London was a beautiful, easy city to love, and I’m already planning my return. But the thing I brought home was a notebook full of ideas and one question for every merchant I talk to this season: what is your data already telling you?
If you’re getting ready for Black Friday, start with your search bar and your reviews and choose one thing to improve.
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