Black Friday 2023: Top Tips for Retailers to Boost Sales & Build Loyalty

Meeting increased demand

During busy periods, retailers must ensure they have the resources they need to meet demand. People won’t tolerate late or missed deliveries. And if something goes wrong with the shipping process, it risks damaging trust between the retailer and the shopper.

It’s vital that retailers have access to the right carriers to ensure transport capacity during busy periods. They also need to make sure that the information they display at checkout matches the reality of the warehouse.

Read our blog on getting ready for Black Friday

Winning new customers with a great 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.

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.

Check out our infographic “Five delivery experience tips to make customers buy”

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.

Retail readiness for Cyber Monday

For many retailers, sales from Cyber Monday are now level pegging with those from Black Friday. The event takes place on Monday 27 November and the average shoppers is set to spend more than $300 during the course of the day.

Cyber Monday success will not come from discounting alone. Low prices and targeted marketing may attract customers, but this is only half the battle. Retailers cannot - must not - neglect winning at both ends of the shopping journey. This means ensuring stock is plentiful and supply chains are fluid, right through to providing a delivery experience that will keep customers coming back long after the seasonal fanfare has passed.

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