Why retail success hinges on more than bargains

RETAIL organisations spend several months preparing for the holiday season – and many tell me it is becoming harder every year.

For most retailers, the holiday season can make or break the year. In Singapore alone, total retail sales in December 2024 amounted to S$4.6 billion, with a growing amount of those transactions taking place online. Today, e-commerce accounts for 59 per cent of retail transactions, according to Statista.

But revenue isn’t won at the point of click; it’s lost in moments of friction. Slow, insecure or unreliable sites don’t just frustrate consumers, they drive them away. Speed, security and availability have become non-negotiable as more shoppers turn to their smartphones. Every second of delay or lapse in security risks abandoned carts, eroded trust and lost sales.