Black Friday and Cyber Monday (BFCM) are critical opportunities for online retailers, generating billions in sales annually. As consumer behavior increasingly shifts to online shopping, now is the time to fine-tune your ecommerce strategy to capture the growing demand.
Why Prepare for BFCM?
In 2023, shoppers spent $9.8 billion online during Black Friday, marking a 7.5% increase from the previous year, according to Adobe Analytics. U.S. retailers also experienced a 9.6% rise in online sales on Cyber Monday, reaching $12.4 billion, Adobe reported.
BFCM is more than just a sales event; it’s an opportunity to build customer loyalty that extends through the holiday season. By planning ahead, you’ll be better equipped to handle high traffic, improve customer experiences, and convert first-time shoppers into repeat buyers.
How to Get Ready for BFCM
- Start Early with Sales Preparation
The key to a successful BFCM is preparation. Begin planning your sales and marketing campaigns well before the event. Set up early-bird promotions, create a sense of urgency, and build anticipation with your customer base. This gives you time to iron out any logistics, ensure stock levels are sufficient, and tweak your strategy based on customer engagement leading up to the event. - Update Your Policies
Ensure your shipping, return, and refund policies are clear and easy to find on your website. These details can significantly impact a shopper’s decision to make a purchase and prevent future headaches for your agents. - Empower Self-Service Options
Reduce the strain on your support team by offering self-service solutions. Tools like our AI-powered FAQ Bot can help resolve common customer questions instantly, giving your team more time to focus on complex inquiries. - Optimize Your Customer Service
Black Friday is hectic, but your customer service doesn’t have to be. Set up proactive communication touch points, such as automated order updates and Response Templates, to keep customers informed and satisfied. - Offer Buy Now, Pay Later (BNPL) Options
In the lead-up to BFCM, consider integrating buy now, pay later services like Klarna or Afterpay. These flexible payment options encourage larger purchases by allowing customers to pay in installments, making high-ticket items more accessible. Offering BNPL can increase conversion rates and attract customers who might otherwise be hesitant to complete their purchases.
Post-BFCM Retention Strategies
Don’t just focus on sales—think long-term. Encourage repeat business by offering post-purchase discounts, launching a loyalty program, and maintaining high-quality customer experiences.
By preparing ahead, you’ll ensure that your BFCM campaign not only brings in sales but sets your business up for a successful holiday season. Re:amaze can help you provide exceptional customer service throughout the rush with our suite of AI-driven tools.