Topic(s): CX & Business Strategy

Elevating your CX strategy during the Black Friday Cyber Monday week

Last year's Black Friday and Cyber Monday set new records for e-commerce, and 2021 shows no signs of slowing down. People are already planning for Christmas well ahead of time this year, despite all the pandemic supply chain disruption and the ongoing shipment delays.

According to a survey, 52% of the respondents said they will most likely go shopping both online and in-store during the Black Friday sales of this year. In the meantime, Cyber Monday sales are expected to increase from 59% in 2020 to 61% in 2021.

Unlike last year, physical stores are not ruled out of the equation for this year's shopping event. In fact, 77% of respondents said that they are willing to shop in person if the store is open and/or the deal is not accessible online. So a lot of consumers may be turning to in-store purchases to avoid shipping delays and surcharges.

This is why retailers, particularly those with an online presence, should not overlook the significance of these upcoming events.

Standing out from the competition

In a competitive market, where consumers have a multitude of options and with the vast amount of bargains that occur on BFCM, buyers can often be overwhelmed. Some retailers are even extending their deals to an entire week full of discounts.

So it is crucial for businesses to stand out from their competitors. The most important key differentiator will be the ability to provide an excellent customer experience during the BFCM shopping frenzy.

With customer experience in mind, businesses would be smart to come up with a customer-centric Black Friday strategy that focuses on making things easier for their clients. Showing a human connection would make customers feel like they're in good hands, rather than falling prey to Holiday deals that are designed to get them to buy more.

Importance of CX during the BFCM sales event

Many brands overlook CX in favor of the huge amount of sales they expect to achieve, thinking that negative feedback is an unavoidable consequence of receiving large crowds.

And while many customers may be visiting your store for the first time, it could just as well be their last. This all depends on their experience with your brand.

If you play your cards right, you could potentially earn their loyalty and increase your revenue in the long term. As a matter of fact, clients who have had the best experiences spend 140 percent more than those who have had the worst.

Customer Feedback can save the day

Customer feedback helps you understand the public and what they really think of your products. It provides you with valuable insights and it gives you an inside scoop on their real thoughts and feelings towards your brand.

Knowing what makes your customers happy and what are their biggest no-nos is essential for any business owner. Hello Customer can help you understand your customers’ preferences through real-time feedback. The platform instantly notifies you when a customer is dissatisfied with their experience. This enables your team to take prompt actions to fix whatever is wrong.

In addition to this, the platform shares positive feedback with your retail teams. Receiving recognition and positive comments can be a great way to encourage your employees during the busiest time of the year.

To sum it up

Brands will differentiate themselves this year during this year's Black Friday and Cyber Monday by granting their customers a fluid and seamless experience.

Instead of trying to increase their number of sales for a short period of time, businesses should focus on elevating their CX strategy. It is important to take their customers’ feedback into account and establish meaningful and timely connections that could last for years on end.

So this year for Black Friday, focus on acquiring loyal customers instead of getting in one-off sales.