{"id":27132,"date":"2024-08-14T01:18:50","date_gmt":"2024-08-14T01:18:50","guid":{"rendered":"https:\/\/messagemedia.com\/au\/?post_type=blog&#038;p=27132"},"modified":"2024-08-30T04:43:30","modified_gmt":"2024-08-30T04:43:30","slug":"4-tips-for-ramping-up-your-black-friday-customer-experience","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/","title":{"rendered":"Customer experience: Your secret weapon this BFCM"},"content":{"rendered":"\n<p>Black Friday and Cyber Monday are all about deals, right? Set up your biggest-ever offers, get the word out, and you\u2019re set.<\/p>\n\n\n\n<p>Well, not quite. At Sinch MessageMedia, we\u2019ve been involved with hundreds of BFCM campaigns over the years. Our key takeaway? The brands that support their fantastic Black Friday \/ Cyber Monday deals with brilliant customer experiences tend to win.<\/p>\n\n\n\n<p>Here\u2019s how to build customer experiences that sing \u2013 and how Sinch MessageMedia can help.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Make <\/strong>your customers feel seen<\/h2>\n\n\n\n<p>You can\u2019t create great experiences for customers if you don\u2019t know exactly who you\u2019re dealing with.<\/p>\n\n\n\n<p><a href=\"https:\/\/messagemedia.com\/au\/blog\/sms-analytics\/\">Dig into your customer data<\/a>, and you\u2019ll find that customers fall into all kinds of groups, each with unique factors driving buying behaviour. Life stage, location, age, socio-economic level, gender, hobbies, and education level \u2013 there are many ways to look at your customer data.<\/p>\n\n\n\n<p>Look for commonalities and differences to divide your base into smaller, more manageable subsets.<\/p>\n\n\n\n<p>For example, a baby gear store could include four main groups:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Expectant parents \u2013 buy high-value basics like cots, strollers and bedding.<\/li>\n\n\n\n<li>New parents \u2013 make small, practical purchases more frequently, including clothing, socks, bibs and nappies.<\/li>\n\n\n\n<li>Parents of older children \u2013 primarily buy practical items like clothing and lunchboxes.<\/li>\n\n\n\n<li>Grandparents \u2013 buy &#8220;cute&#8221; items like soft toys and knitwear for gifts.<\/li>\n<\/ul>\n\n\n\n<p>Once you know which group customers fall into, you can design your BFCM comms to match. In the example above, the expectant parents would get the big stroller discounts, new and established parents get the clothing deals, and grandparents get the cutest, cuddliest offers. <\/p>\n\n\n\n<p>You can also reach them in the right places based on shared demographics \u2013 those older Nanas are more likely to be on Facebook, while busy parents will probably be more responsive to an SMS, for example.<\/p>\n\n\n\r\n  <div class=\"cta \">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Get more insights into your audience          <\/h2>\r\n\r\n          <p class=\"mb-4\">Start a 14-day trial with Sinch MessageMedia and take our SMS reporting tool for a spin.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/hub.messagemedia.com\/register\"  class=\"btn btn-secondary btn-sm mb-3  \" >Try it out<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"550\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/10\/Why-MM-CTA.png\" alt=\"Image for Get more insights into your audience\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Let your personality shine for a Black Friday customer experience that stands out<\/strong><\/h2>\n\n\n\n<p>Dry, corporate comms don\u2019t create positive customer experiences. Don\u2019t be afraid to show some personality in your messaging \u2013 make jokes, use casual language or slang, and even throw in the odd exclamation mark! This is more effective when you know your customer groups, as you can tailor language and messages to suit each segment.<\/p>\n\n\n\n<p>SMS is the perfect place to test out your witty, casual messaging <a href=\"https:\/\/messagemedia.com\/au\/blog\/text-marketing-guide\/\">because it\u2019s made for informal communication<\/a>. People use SMS to ask their mates about going to the pub or send a quick message to their mum, so they\u2019re used to casual language and short, snappy messaging in their inbox.<\/p>\n\n\n\n<p>Whip up some LOL-worthy messages this BFCM, and you\u2019ll stand out in a sea of boring, generic comms.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Think: where, when, how<\/strong><\/h2>\n\n\n\n<p>Customer experience is about finding moments of connection across different channels. You want your BFCM messages to pop up at the perfect time and place for a sale, which means getting inside your customers\u2019 heads.<\/p>\n\n\n\n<p>Recent data from the Sinch report, \u201c<a href=\"https:\/\/connections.sinch.com\/\">The art and heart of meaningful customer connections<\/a>\u201d, shows that getting the timing and frequency in your messaging right is key. Customers are equally turned off when they receive too many messages as they are when they feel brands send them irrelevant information.<\/p>\n\n\n\n<p>This is another chance to drill into your data. When are the peak activity times on your website? Are people buying on mobiles or laptops? What\u2019s the average time from first look to purchase? How many carts are abandoned before the sale goes through?<\/p>\n\n\n\n<p>Use your segmentation data to learn about your customers\u2019 lives outside the cart. Is it better to send a message early in the morning before work, or after the 6 pm rush? If you\u2019re talking to parents, do you want to send messages in the day, or after the kids have gone off to bed?<\/p>\n\n\n\n<p>Put it all together, and you can discover those golden opportunities to send your sales messages.<\/p>\n\n\n\n<p><a href=\"https:\/\/messagemedia.com\/au\/blog\/ecommerce-shopping-cart-abandonment-solution\/\">Cart abandonment<\/a> is a simple but effective example. According to Shopify data from some of our clients, the <strong>cart abandonment rate was at around 70% during last year\u2019s BFCM sales<\/strong>. That\u2019s two out of three shoppers deciding to click away at the last second. If you\u2019ve got an integrated SMS system and you can send a well-timed nudge to those customers, you can get at least some of those sales back. Our data showed a 26% recovery rate.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Don&#8217;t leave customers on read<\/strong><\/h2>\n\n\n\n<p>Be critical about your Black Friday \/ Cyber Monday communication. Are you giving customers a positive experience at every touchpoint? Inbound comms are a weak point in the customer journey for many retailers, with generic web forms and rarely-checked email addresses leaving queries unanswered.<\/p>\n\n\n\n<p>During BFCM, when people want quick answers to their questions, this approach can lead to frustrated customers and lost sales.<\/p>\n\n\n\n<p>The good news? It\u2019s not that difficult to upgrade your inbound comms. <a href=\"https:\/\/messagemedia.com\/au\/features\/automated-sms\/\">Automated two-way messaging and SMS chatbot functions<\/a> give customers an easy, reliable way to get in touch \u2013 and they\u2019re surprisingly simple to set up. When you have these features activated, a customer can ask a question through your website, which seamlessly shifts into SMS.<\/p>\n\n\n\n<p>If SMS isn\u2019t your customers\u2019 style, you can set up systems that connect to their preferred platforms \u2013 all managed through a single portal on your end. It\u2019s about making the whole shopping experience as simple and stress-free as possible, so there\u2019s no reason not to click \u201cbuy\u201d\u2019.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ready for your Black Friday \/ Cyber Monday sales? Connect the customer experience dots with Sinch MessageMedia<\/h2>\n\n\n\n<p>When it comes to cutting through the noise of Black Friday and Cyber Monday sales, delivering an outstanding customer experience is what\u2019ll make you stand out.<\/p>\n\n\n\n<p>Do you feel like you still have some gaps in your customer journey? There\u2019s still time to close them before Black Friday-Cyber Monday.<\/p>\n\n\n\n<p>Get in touch with Sinch MessageMedia to talk SMS, connected comms and customer insights.<\/p>\n","protected":false},"author":7,"featured_media":45697,"menu_order":43,"template":"","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"blog_category":[40],"class_list":["post-27132","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-trends-innovations"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>4 tips for ramping up your Black Friday customer experience Australia<\/title>\n<meta name=\"description\" content=\"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips. Australia\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 tips for ramping up your Black Friday customer experience\" \/>\n<meta property=\"og:description\" content=\"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Sinch MessageMedia\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-30T04:43:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/08\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"830\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/\",\"url\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/\",\"name\":\"4 tips for ramping up your Black Friday customer experience\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/messagemedia.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png\",\"datePublished\":\"2024-08-14T01:18:50+00:00\",\"dateModified\":\"2024-08-30T04:43:30+00:00\",\"description\":\"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/#primaryimage\",\"url\":\"https:\\\/\\\/messagemedia.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png\",\"contentUrl\":\"https:\\\/\\\/messagemedia.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png\",\"width\":1400,\"height\":830},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/blog\\\/4-tips-for-ramping-up-your-black-friday-customer-experience\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Blog\",\"item\":\"https:\\\/\\\/messagemedia.com\\\/us\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer experience: Your secret weapon this BFCM\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#website\",\"url\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/\",\"name\":\"Sinch MessageMedia\",\"description\":\"Business SMS &amp; Messaging Platform\",\"publisher\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#organization\",\"name\":\"Sinch MessageMedia\",\"url\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/messagemedia.com\\\/wp-content\\\/uploads\\\/2024\\\/03\\\/logo-mm-sinch.svg\",\"contentUrl\":\"https:\\\/\\\/messagemedia.com\\\/wp-content\\\/uploads\\\/2024\\\/03\\\/logo-mm-sinch.svg\",\"width\":1,\"height\":1,\"caption\":\"Sinch MessageMedia\"},\"image\":{\"@id\":\"https:\\\/\\\/messagemedia.com\\\/au\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"4 tips for ramping up your Black Friday customer experience Australia","description":"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips. Australia","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"4 tips for ramping up your Black Friday customer experience","og_description":"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips.","og_url":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/","og_site_name":"Sinch MessageMedia","article_modified_time":"2024-08-30T04:43:30+00:00","og_image":[{"width":1400,"height":830,"url":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/08\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png","type":"image\/png"}],"twitter_card":"summary_large_image","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/","url":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/","name":"4 tips for ramping up your Black Friday customer experience","isPartOf":{"@id":"https:\/\/messagemedia.com\/au\/#website"},"primaryImageOfPage":{"@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/#primaryimage"},"image":{"@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/#primaryimage"},"thumbnailUrl":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/08\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png","datePublished":"2024-08-14T01:18:50+00:00","dateModified":"2024-08-30T04:43:30+00:00","description":"Rise above the frenzy and boost ROI this Black Friday Cyber Monday (BCFM) with great customer experience. Here are our top 4 tips.","breadcrumb":{"@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/#primaryimage","url":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/08\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png","contentUrl":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/08\/cw34_Boost-BFCM-with-great-customer-experience-Header-image-1400x830-1.png","width":1400,"height":830},{"@type":"BreadcrumbList","@id":"https:\/\/messagemedia.com\/au\/blog\/4-tips-for-ramping-up-your-black-friday-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/messagemedia.com\/au\/"},{"@type":"ListItem","position":2,"name":"Blog","item":"https:\/\/messagemedia.com\/us\/blog\/"},{"@type":"ListItem","position":3,"name":"Customer experience: Your secret weapon this BFCM"}]},{"@type":"WebSite","@id":"https:\/\/messagemedia.com\/au\/#website","url":"https:\/\/messagemedia.com\/au\/","name":"Sinch MessageMedia","description":"Business SMS &amp; Messaging Platform","publisher":{"@id":"https:\/\/messagemedia.com\/au\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/messagemedia.com\/au\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"},{"@type":"Organization","@id":"https:\/\/messagemedia.com\/au\/#organization","name":"Sinch MessageMedia","url":"https:\/\/messagemedia.com\/au\/","logo":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/messagemedia.com\/au\/#\/schema\/logo\/image\/","url":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/03\/logo-mm-sinch.svg","contentUrl":"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/03\/logo-mm-sinch.svg","width":1,"height":1,"caption":"Sinch MessageMedia"},"image":{"@id":"https:\/\/messagemedia.com\/au\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/blog\/27132","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/users\/7"}],"version-history":[{"count":0,"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/blog\/27132\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/media\/45697"}],"wp:attachment":[{"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/media?parent=27132"}],"wp:term":[{"taxonomy":"blog_category","embeddable":true,"href":"https:\/\/messagemedia.com\/au\/wp-json\/wp\/v2\/blog_category?post=27132"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}