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Quick answer: If your goal is to get your store ready for the holiday rush, start by removing friction. Keep checkout fast, make inventory easy to find, and train staff to handle modern payment options like contactless and buy now, pay later (BNPL).
Sixty-four percent of shoppers surveyed plan to shop in-store this holiday season.1 That means you might need to deliver an exceptional in-store customer experience to get their attention and earn their trust.
People are coming back to your aisles, but they’re not leaving their online shopping expectations behind. Forty percent of shoppers surveyed have discovered products through AI over the past year.1 And they expect the same speed and flexibility at the counter that they get online. Their expectations likely also include contactless payments and options like paying later.
Take a look at 12 smart moves that can help you meet those expectations and drive more holiday sales, and explore how PayPal’s modern in-store payment tools can help.
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Our survey shows a shift in holiday shopping consumer behavior.1 Many people choose stores because the experience feels more personal and more memorable during the holidays. Shoppers want to touch products, feel the atmosphere, and enjoy the sense of discovery that’s hard to recreate online.
But their expectations are higher than ever. Shoppers still want the speed, transparency, and flexibility they’re used to online. That’s why many merchants are working to transform in-store payment methods with features like contactless checkout and buy now, pay later.
Shoppers want the best of both worlds during the holidays. They’re craving the warmth of in-store shopping, but they expect it to match the ease of their digital routine.
During the holidays, customers expect:
Traditional in-store experience | Modern in-store experience |
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Improving customer experience in retail starts with small changes that add up. Focus on the moments that matter most, like discovery, checkout, and pickup, and you’ll keep more holiday shoppers coming back. Here are some ways to get started.
Let customers check live stock on your website, floor tablets, or staff phones. They can reserve gifts, redeem online offers, or confirm availability before they travel to the store. This helps reduce disappointment and turn window shoppers into buyers while improving your in-store shopping experience.
Example: A customer sees online that a limited-edition item is in stock at your location. They head to your store knowing it’s available, ask a staff member to confirm the shelf location, and check out right away. The clarity saves them time and prevents lost sales for you. |
Equip your team to handle online orders, mobile wallets, and loyalty programs with confidence. When your staff can walk customers through contactless payments or explain BNPL at the point of sale (POS), the line moves fast and shoppers feel supported.
Example: A shopper wants to split their purchase with BNPL but isn’t sure how it works in-store. A trained associate explains available Pay Later options, helps them scan a QR code, and completes the sale on the spot. The shopper gets clarity and affordability, and you keep the purchase in-house. |
Make contactless payments (tap-and-go) and BNPL options obvious at checkout. Shoppers want speed and choice, and visible payment flexibility reduces abandoned purchases. Offer payments through PayPal, and add pay later options like Pay Monthly in store so customers can pay the way they prefer.2
Example: A customer picks out several gifts but hesitates at the total. They notice a small sign near the terminal showing “Pay Monthly with PayPal.”2 The associate confirms they can break the purchase into monthly payments, and the shopper completes the transaction immediately. |
Plan for busy hours by setting up mobile POS stations and clear express lanes. This reduces crowding, keeps the line moving, and gives shoppers more control over how they pay. A smoother checkout helps you ensure a smooth customer shopping experience, even when store traffic spikes.
Example: During a weekend rush, an associate walks the floor with a mobile POS device and checks out customers buying smaller items. Shoppers skip the main line, the store stays calm, and you keep impulse purchases from turning into abandoned baskets. |
Use customer data or loyalty insights to tailor recommendations. Simple cues like past purchases, saved wishlists, or browsing history can help your staff guide shoppers toward gifts that feel thoughtful and relevant. This adds value without making the interaction feel scripted and reflects modern in-store retail trends.
Example: A loyalty member walks in looking for a last-minute gift. A staff member checks their profile, sees they bought a similar product last year, and suggests a new version that fits their style. The customer feels understood, and the sale becomes quick and confident. |
Use holiday scents, music, and visual cues to set a warm tone, but keep everything aligned with your brand. A calm, consistent environment helps shoppers slow down, explore, and make decisions with less pressure. The right atmosphere works across your unified commerce experience and makes the store feel inviting.
Example: You choose a soft seasonal playlist, subtle decorations, and a signature scent at the entrance. Shoppers instantly feel welcomed. The experience matches your online look and messaging, creating a smooth emotional bridge between your digital and physical presence. |
Give shoppers shortcuts during the holiday shopping rush. QR payment codes for self-checkout options, online payments, or digital receipts let customers move at their own pace. These tools cut friction, reduce wait times, and keep your staff focused on higher-value help.
Example: A customer scans a QR code near your display to pull up a curated gift guide. They browse on their phone, pick what they want, and check out through a self-checkout station. The whole process takes minutes, and your team stays free for customers who need hands-on support. |
Use region-specific insights to shape holiday offers that resonate with your community. Limited pickup-only bundles or local favorites make promotions feel more personal and more relevant. This approach strengthens your multichannel selling strategy and gives shoppers a reason to choose your store over national competitors.
Example: A neighborhood bookstore puts together a “Local Holiday Essentials” bundle with a regional author’s bestseller, a locally made bookmark, and a store-branded tote. It’s listed online as “pickup only,” so shoppers browsing the site reserve it and head in that same day. The offer feels unique to the community, drives steady foot traffic, and stays fully connected to your online and in-store experience. |
Holiday returns can make or break a repeat visit. Keep the process fast and consistent, whether customers bought online or in person. A unified approach reduces confusion and helps you elevate in-person payments for commerce by making checkout and after-purchase support feel seamless.
Example: A customer who bought a gift online walks in for an exchange. Your system pulls up their order instantly, processes the return, and offers a quick on-the-spot refund through their original payment method. The experience is painless, and the shopper stays in the store to browse new options. |
Turn your store into a place people want to linger. Wrapping stations, photo moments, or hands-on product demos make the visit feel special and help shoppers explore more confidently. These small touches make the experience feel special and help your store stand out as a holiday destination, not just another errand.
Example: A cookware shop sets up a holiday tasting demo. Shoppers sample a recipe made with the products on display, ask questions, and walk away with both the tools and the ingredients. The experience transforms browsing into buying. |
Use quick surveys or QR codes to collect insights about what’s working and what’s slowing shoppers down. This gives you real-time visibility into holiday pain points so you can adjust quickly. Small fixes, such as better signage, more staff in one zone, and a clearer checkout path, can make a big difference.
Example: You place a QR code near the exit asking one simple question: “How was your visit today?” Responses highlight long waits at pickup. You shift one extra associate to that area for the weekend rush, and complaints drop immediately. |
Motivate employees with small incentives and celebrate wins during peak weeks. Happy teams deliver better service. Then, thank loyal shoppers with exclusive offers, bonus rewards, or PayPal-based perks that keep them coming back.
Example: You run a staff rewards program where associates earn points for positive customer feedback. At the same time, repeat shoppers get a simple thank-you message at checkout with a holiday offer tied to their next PayPal purchase. Both sides feel valued, and you strengthen the bond around your brand. |
A connected shopping journey is only effective if you know how well it’s working. Once your channels, tools, and touchpoints are aligned, the next step is understanding how they perform in real life. And there are a few metrics that can help.
Here are the core metrics that you can track to understand performance across your omnichannel customer journey and see how to improve in-store customer experience over time:
Metric | What it measures | Why it matters | How to improve it |
|---|---|---|---|
Wait and checkout time | Speed of the line | Long waits lead to lost sales | Add mobile POS and flexible payments |
Customer satisfaction and return rate | How often shoppers come back | Signals trust and consistency | Simplify checkout and streamline returns |
Employee efficiency and engagement | Staff performance and support | Engaged teams deliver better service | Offer training and helpful digital tools |
Average transaction value vs. prior seasons | Spend per visit | Shows if holiday strategy lifts sales | Promote BNPL and smart bundles |
Net promoter score (NPS) and customer satisfaction score (CSAT) | Customer ratings | Clear view of loyalty and experience | Gather feedback and fix pain points |
Foot traffic and conversion rates | Visitors vs. buyers | Shows store appeal and checkout success | Improve layout and product visibility |
A strong in-store customer experience doesn’t end at checkout. It sets the stage for an omnichannel retail strategy that feels connected and easy for every shopper. When your online and in-store touchpoints work together, customers stay engaged well beyond the holidays.
PayPal helps you simplify checkout with contactless in-store payments. We make larger purchases easy with Pay Later options. And we connect your online and in-store transactions through unified payment systems that deliver clear analytics and insights for your post-holiday review.
Explore how PayPal’s in-store payment tools, like buy now, pay later, can help you serve customers fast and smart this holiday.2