The busiest shopping day of the year
For many companies, Black Friday is the start of the Christmas sales, and for many, it's the most hectic shopping day of the year.
Just three days after Black Friday, it is Cyber Monday, another great opportunity for businesses to sell a lot of Christmas presents to consumers. With Black Friday and Cyber Monday (BFCM) as two of the biggest selling days of the year, it is incredibly important for businesses to be ready for these days and to perform at their best.
According to the Adobe Digital Index, online shopping during Black Friday and Cyber Monday stood for nearly $8bn in 2018 in the US - a growth of 19.7% from the year before. This gives companies a lot of useful customer data to work with - data you can use before, during, and after Black Friday and Cyber Monday.
If you know how to properly inform and visualize this data for your employees and executives, then you can be the reason why your business will be successful this day and the years to come. If not, you can risk saying goodbye to an excellent opportunity to boost your performance. Fortunately, we've compiled three essential tips to help you get ready for 2 of the most important sales days of the year, Black Friday and Cyber Monday.
Before we start with the first tip, I hope I don't have to say, that you need a Dashboard system like Plecto to visualize your data and get the most out of Black Friday. The first tip is also about dashboard systems and data.
Tip 1: Track your data in real-time
Make sure you can track your data in real-time throughout Black Friday and Cyber Monday.
Too many dashboard systems do not update or refresh often enough. There can be gaps between each update on your dashboards, and you may miss out on important decisions that required action right away.
For many eCommerce companies, their biggest fear is that their website can't handle the large number of customers who can show up on Black Friday and Cyber Monday. In 2014, several e-commerce sites in the US succumbed to the pressure of website visitors, including major retailers such as Currys, Tesco, PC World, and Boots. To make sure this doesn't happen to your online store, make sure you have a widget on your dashboard that shows real-time traffic to your website. This way, you can see when there might be too many on your site or what product people are looking most at.
You can also use this knowledge to know when your support or sales department needs an extra hand as they may be under pressure. This also leads us to the next tip.
Tip 2: Create an overview across departments and channels.
With thousands of happy customers, there will be some who will use the opportunity to chat, call or email you on Black Friday and Cyber Monday. Therefore, you should have a dashboard showing how many missed calls, chats, and emails you have. The same goes for ongoing calls, conversations, and emails. One thing people tend to forget is also to show how many completed inquiries that have been made. It is essential to keep one's employees motivated, and it's more motivating to see one's completed calls than only the long queue of waiting customers.
If necessary, arrange in advance with other departments, who should step in and help the sales department if they have too many inquiries. Make the dashboard visible to everyone by hanging up a TV that the whole office can see, so they understand when to be ready for change. And remember, always show how much effort they have made and praise them for it. Plecto has its own app on the LG TV AppStore, so we recommend a tv from them. Otherwise, you could use a device like the one from Airtame, to share your desktop screen.
Bonus Tip: Why not make a friendly competition? Create a leaderboard that shows which employee has sold the most or given most customers a positive experience. Remember to add a notification, so everyone knows when someone has sold or help a customer. Nothing motivates employees more than gamification. Perhaps add a little prize to the best performer.
Tip 3: Visualize only the most critical KPIs today.
Black Friday and Cyber Monday deserve their own dashboard. Many create dashboards that display data from the entire week, month, or quarter. For essential sales days like Black Friday and Cyber Monday, your employees should not worry about the numbers of the week, but instead, focus on this one day solely. So pick a few critical KPIs to this day, that you find relevant to all your employees, and make them visible to everyone, so they know how much to sell for today, serve customers or package and ship products.
Once these KPIs are selected, be sure to test them a week or two before Black Friday and Cyber Monday. You may have chosen some KPIs that you have not previously measured and that require your data to be changed, or you may need to set up a new tracking and tagging system to see if the customers are doing what you want them to. Therefore, test these things out beforehand, and if you are having trouble getting your data working, please write to us. Plecto's support is always happy to help you.
These were three tips from us. I know that there are a lot of other great tips that can help your business perform better for Black Friday and Cyber Monday. But when it comes to data, dashboard, and your employees, we think the above three tips are the most important ones.