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Writer's pictureKatie Tame

Black Friday and Cyber Monday: Real-Time Clienteling Strategies for Personalized Service

As Black Friday and Cyber Monday approach, retailers are gearing up for some of the year’s most intense and competitive shopping days. For brands looking to stand out during these busy shopping events, one powerful tool can make the difference: real-time clienteling.


With the right tactics, retailers can provide exceptional, personalized service even amid the rush of high-volume sales. Here are some effective real-time clienteling strategies to help your team deliver tailored, memorable experiences during Black Friday and Cyber Monday.


1. Create Unified Customer Profiles for Tailored Recommendations


On Black Friday and Cyber Monday, where decision-making is fast, knowing a client’s favorite brands, sizes, or product types can help associates provide valuable guidance.

At the heart of effective real-time clienteling is understanding each customer. With a unified customer profile, sales associates can quickly access essential data, like past purchases, preferences, and browsing history, to offer personalized product recommendations. On Black Friday and Cyber Monday, where decision-making is fast, knowing a client’s favorite brands, sizes, or product types can help associates provide valuable guidance.


  • Tip: Train your team to reference this customer data naturally in conversations. For example, “I remember you loved our winter coats last season—this new collection might interest you!”


Unified customer profiles enable a seamless, quick experience that resonates with clients and builds loyalty amid the shopping frenzy.


2. Use Real-Time Stock Information to Avoid Missed Opportunities


Nothing dampens the excitement of a Black Friday or Cyber Monday sale faster than finding out an item is out of stock. With real-time stock information, your clienteling team can see inventory levels across locations, ensuring they can offer alternatives or direct customers to available products.


  • Tip: Make it easy for associates to check stock information from any device and encourage them to set up alerts for restocks on popular items. During these high-demand days, this ability helps prevent lost sales and keeps clients satisfied with timely alternatives.


By seamlessly checking stock and making swift recommendations, associates can give customers the confidence that they’ll find what they’re looking for—whether in-store or online.


3. Personalized Promotions: Align with What Each Client Values


Black Friday and Cyber Monday are synonymous with discounts, and tailoring these deals can boost a client's excitement and loyalty. Instead of a blanket approach, use clienteling tools to offer promotions that reflect each client’s past interests or purchase patterns.


  • Example Strategy: For customers who recently purchased luxury items, consider personalized discounts on complementary products, like accessories or care items for their purchases.

  • Tip: Encourage sales associates to mention exclusive, loyalty-based discounts that may be available to certain customers or loyalty program members.

Customers are more likely to take action when they feel a deal is curated just for them, amplifying their sense of belonging and preference for your brand.


4. Empower Associates with AI-Powered Recommendations


AI clienteling tools can suggest products based on each customer’s profile, seasonal trends, or popular Black Friday items, making it easier for associates to provide timely recommendations.

AI-driven recommendations are a game-changer during major sales events when associates need to act quickly and with precision. AI clienteling tools can suggest products based on each customer’s profile, seasonal trends, or popular Black Friday items, making it easier for associates to provide timely recommendations.


  • Tip: Equip your team with quick tutorials on accessing these AI recommendations, emphasizing how they can improve client interactions. For instance, showing an associate how to recommend related items or personalized bundles can increase upselling opportunities.


With AI-powered support, your team can cater to each client in real-time without sacrificing accuracy or quality, even under the pressures of Black Friday and Cyber Monday.


5. Engage Customers with Personalized Messaging and Reminders


Before Black Friday and Cyber Monday, many customers appreciate reminders or previews of exclusive deals. Set up personalized text or email messaging to keep loyal clients informed of upcoming promotions or limited-time offers.


  • Tip: For clients with a history of high spending, consider an invitation-only early access or VIP shopping hour. Personalized messages, like “We thought you’d love to get early access to our Black Friday deals!” can increase both turnout and engagement.


By reaching out ahead of time, you show clients they’re valued, and they’re more likely to prioritize your brand over competitors.


6. Integrate Appointment Scheduling for VIP Treatment


Allowing customers to schedule appointments during busy shopping days helps reduce the crowd and enhances the service experience. For Black Friday and Cyber Monday, reserving certain time slots for VIP clients can create an exclusive atmosphere that makes them feel appreciated.


  • Example Strategy: Offer VIP time slots for top-tier loyalty program members to avoid the crowds and enjoy a more relaxed shopping experience.

  • Tip: Encourage associates to mention this option to clients who have expressed a preference for quieter, more personalized shopping experiences.

Appointment scheduling doesn’t just add convenience; it builds anticipation and loyalty, especially among your top clients who value dedicated attention.


7. Encourage Omnichannel Shopping with a Consistent Clienteling Approach

Shoppers increasingly blend online and in-store experiences, especially during major events. A consistent omnichannel clienteling approach ensures that customers receive a seamless experience, regardless of where they interact with your brand. For instance, clients who explore deals online may appreciate a follow-up message about exclusive in-store-only offers.


  • Tip: Promote unified communication channels so associates can pick up conversations across different platforms. For example, a customer who browses products online and has questions about inventory availability can be smoothly transitioned to an in-store associate.

Maintaining seamless interactions across channels enhances the client experience and creates a more unified impression of your brand.


8. Maintain Follow-Up After the Sale


After the sale, consider sending personalized thank-you messages or product care tips that show your appreciation.

The end of Black Friday and Cyber Monday isn’t the end of the shopping experience. Follow-up is crucial to solidifying a relationship with clients, turning one-time purchases into long-term loyalty. After the sale, consider sending personalized thank-you messages or product care tips that show your appreciation.


  • Example Strategy: For high-value items, have associates send a follow-up message offering care instructions or a preview of upcoming, related products.

  • Tip: Include loyalty incentives in follow-up emails, like “We hope you’re loving your new purchase. Here’s a 10% off voucher for your next visit!”

Follow-up efforts not only build client relationships but also encourage repeat business and increase customer retention.


Why Real-Time Clienteling is Essential for Holiday Success

Clienteling transforms Black Friday and Cyber Monday from high-volume, impersonal sales events into opportunities for meaningful client engagement. By equipping associates with real-time data, personalized messaging tools, and AI-powered recommendations, your brand can deliver a tailored, memorable shopping experience even in the midst of a busy holiday season.

This holiday season, turn Black Friday and Cyber Monday into client loyalty builders. With real-time clienteling, you’ll foster relationships that last well beyond a single shopping event, setting your brand apart as a leader in personalized service.


This approach not only boosts immediate sales but creates lasting loyalty, proving that every client interaction can be impactful, no matter the scale.


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