Black Friday 2024: Top Tips for Retailers to Boost Sales & Build Loyalty

This year, Black Friday starts on Friday, November 29, and runs through Cyber Monday, December 2, 2024, kicking off the Christmas shopping season. For retailers worldwide, it signals the start of the busiest time of the year.

During major sales events, low prices alone will be insufficient for businesses to remain competitive. Surveys show that the way items are delivered matters more to shoppers than deals and discounts.

Scaling up and building loyalty

Offering affordable products but failing to provide a personalized delivery experience is unlikely to meet customer expectations.

nShift's delivery and experience management (DMXM) holds the keys to helping retailers stand out from the crowd during peak season. But too often, deliveries are dismissed as a purely logistical consideration.

A joined-up delivery experience, from checkout to doorstep, is crucial to peak-season success. Online retailers need to ensure they have the right infrastructure in place now. DMXM incorporates core components of delivery management – such as a library of 1000+ carriers – with post-purchase customer applications.

Meeting increased demand and offering choice with DMXM

During peak times, retailers need adequate resources to meet demand. Timely deliveries are crucial. Any shipping mishaps can erode trust between the retailer and the shopper.

What shoppers seek from a personalized delivery experience is constantly shifting. While home deliveries remain popular, PUDO (pick up / drop off) options are becoming increasingly popular. Especially with people who are rarely at home or who don’t want to be disturbed by a knock on the door.

Retailers must have access to multi-carrier capability to ensure transport capacity during busy periods. They need to make sure they give shoppers the range of delivery options they seek, including a local pick-up point.

Read our blog on getting ready for Black Friday

Winning new customers through exceptional DMXM customer experience

Consumers have increasingly high expectations of the online shopping experience. And the shipping process is part and parcel of the overall customer experience.

Retailers must adapt to the latest delivery trends. Many busy consumers prefer to choose PUDO options that enable items to be sent to a designated locker or pick up point. When a consumer can’t find the delivery option they want, they will shop elsewhere.

Today’s shoppers expect regular updates on the status of their delivery. They assume they will be able to view those updates through the social channels that are relevant to them, not the communication methods that are convenient for the retailer.

Creating the right customer experience can build loyalty for the long term. But when consumers feel let down by the delivery experience, they will shop around for another one.

Providing the right delivery and experience management (DMXM) is crucial. Check out our infographic “Five delivery experience tips to make customers buy”

Retail readiness for Cyber Monday

For many retailers, Cyber Monday sales are now matching those of Black Friday. This year's event falls on Monday, December 2, 2024, with the average shopper expected to spend over $300 throughout the day.

However, Cyber Monday's success isn't driven by discounts alone. While low prices and targeted marketing can draw in customers, they only address part of the equation.

Retailers must excel at every stage of the shopping journey. This means maintaining ample stock, ensuring smooth supply chains, and delivering an exceptional delivery experience that keeps customers returning long after the seasonal rush.

Read our guide on steps retailers can take to get ready for Cyber Monday.

Seamless Returns

Depending on the sector 10%, 20% or even 30% of online purchases could end up being returned. If retailers fail to put a clear returns process in place, shoppers will be less likely to buy in the first place.

One of the best ways to reduce the volume of returns, is to understand what issues are causing consumers to send items back and to work to reduce them. Running a digital returns process creates instant access to returns data. It becomes easier to spot patterns and find solutions.

Read our white paper “From returns to retention” to learn more about how the right returns process can build loyalty with shoppers.

Delivering Singles’ Day success

Singles' Day, originates from China and is held annually on November 11th (11/11), and has become the world's largest online shopping event.

Its influence shapes trends and consumer expectations worldwide. As retailers prepare for the peak season, businesses should expect a surge in online traffic ahead of Black Friday, accompanied by higher sales volumes.

Optimizing the pre- and post-checkout experiences, and leveraging discount codes, are crucial strategies. Drawing insights from Singles' Day can enhance preparedness for Black Friday and the overall peak season, ensuring readiness for the heightened demands of holiday shopping.