Black Friday 2020: Online customer experience
Tags: Surveys, Customer Success, Black Friday, Customer Experience, Feedback

After the Covid-19 pandemic and the global financial crisis, Black Friday 2020 is the perfect opportunity for you to boost your sales, especially online. Last year, Black Friday brought in $6.2 billion in online sales, a growth of 23.6% year over year.

However, the competition is fierce and basically, everybody is doing the same things: huge sales, attractive prices and lots of advantages like free shipping.

It’s particlarily tricky to stand out against the online giant Amazon.

The good news is that 85% of customers said they would be willing to pay up to 25% more to get a better customer experience. So, the moral of the story is: great experiences get the customer.

This year, do things differently. In order to make the most of Black Friday, focus on the whole customer, rather than focusing on only boosting the sales.

Focus on the long term:

It’s true that Black Friday is the perfect opportunity to attract new customers, it’s also true that these customers might not come back.

Depending on the experience with your brand, these new customers can either become Promoters or Detractors. In other words, either they will recommend your brand and give positive feedback about it, or talk negatively about it to their friends and colleagues.

The best way to know if they were satisfied and if they would recommend, is the NPS question. Read our article about NPS to learn more.

Of course, the goal here is to make these customers stay, creating loyalty can be huge for your business.

This doesn’t mean that you should forget about the loyal customers that you already have. They are responsible for a good part of your revenue: customers with the best experiences spend 140% more than those with the poorest.

Feedback, feedback and feedback:

With the number of customers increasing on Black Friday, this is the best chance for you to ask for customer feedback. The best way to know what the customers think is by asking them directly. It’s as simple as that.

Choose the feedback tool that is the most suitable for you and create a feedback form after every purchase. You can also use a ready-to-use template to save your time.

However, customizing the form and adapting the branding to your company is crucial. The customer needs to see that you put some effort into creating the form and that you actually care about what they have to say.

It is also important, to make the feedback form as short and as fun as possible. People don’t like to waste their time on something boring and outdated. Using Google Forms or SurveyMonkey will certainly not get you the answers that you need.

Add images, emojis, GIFs and use a Feedback tool, like Feedier, that will make the form look dynamic and interactive.

Make data-driven decisions:

What do your customers like most about you? About your competitors? Whether you dive into them before or after Black Friday, these insights are critical to sustainable success.

Improving products and services based on insights from online feedback builds the type of engaged brand that customers love.

Uncover the root cause of sentiment so you can succeed in solving problems or replicate the positive performance. Feedier comes with smart analysis tools that do this for you. Get visual PDF reports, dynamic User Stories, interactive Feedback Forms, and a lot more…