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Holiday Survival Strategies for 2025
Recently I purchased a home and have been shopping for the normal things like closet organizers, kitchen basics, and other normal move-in needs. I purposely didn’t go online to purchase any of the items-instead I went to Lowe’s, Target, and Walmart.
I got so discouraged with all 3 retailers for a variety of reasons-one there were no salespeople on the floor to assist me with questions, products I needed were not in stock, and when I asked where to find things at Lowe’s the guy just pointed to a general area. After 2 hours of trying I abandoned my cart in the isle of Lowe’s (who I decided were the worst of all of them) and went to my truck and ordered $160 worth of goods from Amazon and said “F— this!”
I know I am not alone in this as I have heard many of my friends and colleagues with the same issues. I am only hurting myself I thought as I was clicking the “BUY NOW” button. I mean I have made my living off of retail my entire life.
At Creative Marketing Arts, we have seen firsthand how the retail landscape has shifted. Shoppers no longer settle for just low prices. They want a memorable experience, smooth transactions, and genuine service. The problem is that big box retailers are falling short.
The Service Breakdown
Walk into too many large retailers right now and the cracks are obvious. Long checkout lines, empty shelves, and employees who look just as frustrated as the customers. That is not convenience, that is chaos. Meanwhile, online competitors deliver what customers want quickly and without hassle. Expectations have been raised, and the big players are struggling to keep up.
The Employee Exodus
Another major challenge is staffing. Low pay, minimal training, and the stress of seasonal rushes are driving employees away faster than stores can replace them. When frontline staff are overworked and unsupported, customers feel it. Every vacant smile or “I don’t know” response pushes shoppers closer to the ease of ordering online.
Make or Break Moment
This holiday season is not business as usual. It is a high-stakes test of survival. Consumers are cautious, inflation is shaping spending decisions, and e-commerce is stronger than ever. If big box retailers cannot deliver a service-focused, customer-first holiday experience, they will not just lose sales. They will lose loyalty, and once shoppers leave it is very difficult to bring them back.
A Path Forward If They Are Bold Enough
The retailers that succeed will be those who treat employees as brand ambassadors, not as disposable labor. That means investing in training, offering fair pay, and giving staff the tools to succeed. Pair that with personalized service and efficient operations, and big box retailers can remind customers why in-store shopping still matters. This season is the tipping point. Either they adapt and rise to the occasion, or they risk sliding into irrelevance.
Ready to Transform Your Retail Strategy?
At CMA, we help brands discover what’s next by blending customer insights, innovative marketing, and tailored experiences that drive loyalty. Let’s connect today and make sure your business thrives this holiday season and beyond!
AUTHOR
Kim Kelley, Marketing Guru
Kim Kelley is the Principal at Creative Marketing Arts. With over 30 years in the Shopping Center industry, Kim offers creative ideas blended perfectly for REIT Advertising and Marketing. With an eye for perfection and creative flair, Kim offers all clients Out of the Box solutions.