Customer Experience Customer Service Automation

Retail Customer Experience Strategies for Black Friday, Cyber Monday and Beyond

By Simon Brennan 22 November 2023

With Black Friday and Cyber Monday, the holiday shopping season is upon us. And for retailers, it’s time to fine-tune strategies for delivering a seamless, satisfying customer experience.

In this blog, we explore key ways to maximise success during this critical time – so you can focus on acquiring loyal customers instead of getting one-off sales.

Think omni-channel

What this means

In the age of digital transformation, retailers must embrace an omni-channel approach to meet evolving consumer expectations.

  • Integrating online and offline channels creates a cohesive experience, allowing customers to transition between physical stores, websites and mobile apps
  • Use social media, email marketing and targeted advertisements to create a consistent brand presence across all touchpoints

The benefit

By providing a unified experience, you can capture a broader audience and enhance customer engagement.

Scale up customer service

What this means

Exceptional customer service is a cornerstone of a positive shopping experience. Make sure your channels are well-equipped to handle the increased demand of peak shopping periods

The benefit

A responsive and helpful customer service team can turn a potential problem into an opportunity for sales and loyalty.

Personalise experiences

What this means

Personalisation is a powerful tool for retailers looking to stand out in a crowded market – 80% of customers are more likely to purchase from a company that offers personalised experiences.

  • Leverage customer data to tailor promotions, product recommendations and marketing messages to individual preferences (customer journey automation can help with this)
  • Use past purchase history and browsing behaviour to create personalised shopping experiences, both online and in-store
  • Use AI to provide a personalised Next Best Action for customers

The benefit

By understanding customers’ needs and preferences, you can enhance their satisfaction and increase the likelihood of repeat business.

Use data to drive sales and satisfaction

What this means

Data is a valuable asset for retailers seeking to optimise their sales strategies.

  • Analyse customer behaviour, purchase patterns and market trends to identify opportunities for growth
  • Capture customer intent so you can target your strategies to address actual needs and pain points (this whitepaper explains how)
  • Use predictive analytics to forecast demand, ensuring inventory is stocked and ready to meet expectations

The benefit

By harnessing the power of data, you can make informed decisions that drive sales and enhance the overall customer experience.

Harness customer feedback

What this means

Listening to customer feedback is essential for continuous improvement.

  • Implement surveys that give you insight for driving loyalty and revenue (get more tips on that here)
  • Collect reviews and monitor social media for insights to understand positives and address painpoints
  • Use this information to identify areas for improvement and adjust your strategies

The benefit

Engaging with customer feedback demonstrates a commitment to customer satisfaction and provides valuable insights for shaping future initiatives.

Implementing omni-channel marketing strategies, offering seamless customer service, personalising the shopping experience, using data-driven insights and actively seeking customer feedback are key to success.

By focusing on these aspects, retailers can not only navigate the challenges of Black Friday and Cyber Monday, but can also lay the foundation for sustained customer satisfaction and loyalty throughout the year.

See other posts by Simon Brennan

VP Sales

Simon Brennan has more than 14 years’ experience in the customer engagement sector, working with a wide variety of companies from tech start-ups to FTSE100 organisations. He is an expert in improving corporate customer communication, using technology to supercharge internal processes and deliver increased sales. Simon has a strong track record of successfully delivering cross-channel communication solutions for Engage Hub's corporate customer base, across multiple divisions within an organisation.

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