Mastering Black Friday & Cyber Monday: The Ultimate Last Minute Cheat Sheet | eCommerce Matters Ep. 057

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Episode 57 of the eCommerce Matter's Podcast is now available, entitled ‘Mastering Black Friday & Cyber Monday: The Ultimate Last Minute Cheat Sheet’.

Philip Huthwaite (Founder & CEO of BlackCurve) is joined by a panel of industry experts, including Adam Pearce (CEO of Blend Commerce), Oliver Banks (Retail Transformation Director of OB&CO), Stephen Jones (Head of Partnerships at Digital Genius), and Josh Duggan (Co-founder of Vervaunt).

Together, they share invaluable last-minute tips to help eCommerce companies maximize their success during the Black Friday and Cyber Monday period.

The experts explore strategies ranging from customer segmentation and on-site quizzes to automation in customer service and dealing with broken stock issues.

Tune in to gain valuable insights that go beyond pricing and set your business up for success in the bustling holiday season.

Don't miss out on these expert tips that can be implemented with minimal effort but promise maximum benefit.

Gear up for the Black Friday and Cyber Monday madness with the eCommerce Matters podcast!

Where to listen

🎧 Available to listen now on all major podcasting platforms.

🎧 Available to listen to now on Spotify.

Podcast Summary

Introduction

In the fast-paced world of eCommerce, the upcoming Black Friday and Cyber Monday (BFCM) period marks a critical time for retailers. In the 57th episode of "eCommerce Matters," a podcast brought to you by Blackcurve, host Philip Huthwaite sits down with a panel of distinguished industry experts to unravel the secrets behind a successful BFCM strategy.

Expert Panel

Adam Pearce, CEO of Blend Commerce: Pearce delves into the nuances of increasing customer lifetime value, sharing how his agency has achieved a remarkable 54% increase over six months for Shopify Plus brands.

Oliver Banks, Retail Transformation Director at OB&CO: Recognized as one of the world's most influential voices in the industry, Oliver Banks brings a wealth of experience in transforming businesses. Banks shares three indispensable tips, spanning from strategic customer engagement to thoughtful post-BFCM reflections.

Stephen Jones, Head of Partnerships at Digital Genius: Specializing in customer service automation, Stephen Jones discusses the impact of leveraging automation during the peak shopping season. With clients including Selfridges and Reebok, Jones sheds light on how Digital Genius helps retailers handle the influx of customer queries efficiently.

Josh Duggan, Co-founder of Vervaunt: Heading a performance marketing agency, Josh Duggan manages global ad spend for renowned brands like Doc Martens. Duggan provides actionable insights, including tactics to prevent broken stock issues and the importance of transitioning smoothly from the sales period.

In-Depth Insights

Adam Pearce's Customer Segmentation Mastery:

Pearce emphasizes the need to go beyond conventional data points and truly understand customer needs. He introduces the concept of on-site quizzes, illustrating how this tool can unveil invaluable insights into buyer preferences, enabling tailored marketing strategies.

Strategic Customer Engagement with Oliver Banks:

Oliver Banks breaks down the tactics that go beyond generic promotions, focusing on building relationships with the most valuable customers. Banks introduces the concept of exclusive early access, explaining how it not only rewards loyal customers but also creates a sense of anticipation and exclusivity. He further explores personalized recommendations, detailing how data-driven insights can guide brands in suggesting products that align with individual customer preferences. This personalized touch, Banks argues, is key to fostering lasting connections and driving repeat business.

Efficient Customer Service Automation (Stephen Jones):

Stephen Jones explores the world of customer service automation, showcasing how Digital Genius helps large retailers streamline low-value repetitive conversations. Jones encourages businesses to measure the impact of automation, laying the groundwork for future efficiencies.

Optimizing Product Listings with Josh Duggan:

Josh Duggan exposes the often-overlooked issue of broken stock and provides a detailed guide on implementing logic to remove products with limited stock, so you don’t bid on products that will have lower check-out conversion. His insights aim to optimize the customer journey, ensuring a seamless experience even during peak shopping periods.

Conclusion

Listeners gain a holistic understanding of the diverse strategies employed by eCommerce trailblazers. From data-driven customer segmentation to leveraging automation and optimizing product listings, these experts provide a comprehensive roadmap for navigating the intense BFCM landscape.