Black Friday and Cyber Monday Data Reveals Insight into Customer Experience
December 17, 2012
If there’s one thing this year’s holiday shopping frenzy has revealed, it’s that customers are using technology to not only get the best bang for their buck, but they’re relying on various forms of technology to keep in touch with their favorite brands, businesses and shops.
This “multi-channel” idea of customer relationship management has made it more important for businesses to stay on top of the many ways in which they can interact with their consumer base, from text messaging to mobile apps to ensuring their call centers are equipped with the best IVR technologies and agents available. In fact, both Black Friday (News - Alert) and Cyber Monday of 2012 revealed that people do love their shopping, in all of its many forms.
Angel touched upon this very topic, and a timely one at that, since we are in the homestretch of the holiday shopping season as customers frantically cross off the days on the calendar until the gift giving begins. Black Friday 2012, the launch of the madness, saw an impressive 89 million shoppers, which is up from 86 million last year. Comscore tells us that Cyber Monday (News - Alert) spending reached $1.46 billion, a rather hefty number proving that it was one of the heaviest online shopping days to date.
Despite brick and mortar sales being up and the record-breaking online sales, one method of shopping that came out on top was mobile shopping, as this form of shopping saw more than 96 percent increase since 2011. From special QR codes to price matching via smartphone, retailers will rely on the latest technologies to deliver discounts right into the hands of shoppers.
Historically, holiday shopping consisted of heading to the retail location, waiting in line, and being bombarded by employees working on commission. The technology and mobile landscape has changed how shoppers buy their goods rather drastically. As user habits change, businesses need to remember cater to the needs of the consumer in order to have a leg up on the competition, and that means addressing all avenues of how they reach out to their customers and keep them enticed, happy and shopping.
What this year’s data suggests is that there is no one magic channel that customers are relying on when it comes to gift buying. With many generations doing the shopping, buyers run the gamut, whether it’s online, in-store or through a mobile device. It behooves retailers to go the extra mile to ensure their customer connections remain intact and on point. The end result is a loyal, happy, repeat customer.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli