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How Omni-channel Serves Customers During Sales Events

10th January 2017

omni-channel sales black friday

It seems there are now more sales events than ever. Black Friday back in November was just the latest in a series of retail developments leading to many more big sales throughout the year, especially when compared to the old days, when I remember summer and January sales being just about all there was.

Around 90% of all payments on Black Friday were made on credit cards. This shows that card companies were really the big winners. The more cash spent by shoppers, the more merchant fees and interest for the credit card providers; so they will all be pleased that Black Friday was another record and the January sales are now here. There are three immediate issues that retailers need to think about during these big spikes in business:

But there are several other lessons we can take away from what happens to the modern omni-channel retail environment during these busy sale periods.

So there are considerations regarding in-store infrastructure, supporting online stores and apps, and boosting the entire customer service operation to ensure that major sales events can offer a great customer experience – rather than a brand-damaging disaster.

What do you think are the key points retailers need to focus on to prepare for big sales events? Let me know in the comments, or get in touch on LinkedIn.


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Helen Murray
Article by: Helen Murray

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