SlideShare a Scribd company logo
Take Black Friday
Off
Skip Fidura, Client Services
Director
@SkipFidura
Screenpages Ecommerce
Forum 2016
Slide 2 @skipfidura @dotmailer #dotLive
Slide 3 @skipfidura @dotmailer #dotLive
Slide 4 @skipfidura @dotmailer #dotLive
Slide 5 @skipfidura @dotmailer #dotLive
DMA research, email is the preferred mode of brand marketing for consumers in
every bracket
Email Reaches All Audiences
Slide 6 @skipfidura @dotmailer #dotLive
No Email = Digitally Homeless
Slide 7 @skipfidura @dotmailer #dotLive
Email is the digital key
Slide 8 @skipfidura @dotmailer #dotLive
• Apology
Slide 9 @skipfidura @dotmailer #dotLive
• Black Friday
Slide 10 @skipfidura @dotmailer #dotLive
• But there is a backlash
Slide 11 @skipfidura @dotmailer #dotLive
• REI Closed
Slide 12 @skipfidura @dotmailer #dotLive
• Is this just huboris?
Slide 13 @skipfidura @dotmailer #dotLive
Slide 14 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Slide 15 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
Slide 16 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
12% will shop
from work on
BF
Slide 17 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
Many well known retailers
experienced “some form of
loss of service”
12% will shop
from work on
BF
Slide 18 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
Many well known retailers
experienced “some form of
loss of service”
12% will shop
from work on
BF
By the end of November:
63% had not been to high street
49% not been on-line
Slide 19 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
Many well known retailers
experienced “some form of
loss of service”
86% will do ALL of
their Christmas
shopping on BF
12% will shop
from work on
BF
By the end of November:
63% had not been to high street
49% not been on-line
Slide 20 @skipfidura @dotmailer #dotLive
Cyber Monday
boosted web traffic
by 60%
Traffic between
midnight and 8AM
was up by 9%
Many well known retailers
experienced “some form of
loss of service”
Abandonment rates go
down on both Black Friday
and Cyber Monday
86% will do ALL of
their Christmas
shopping on BF
12% will shop
from work on
BF
By the end of November:
63% had not been to high street
49% not been on-line
Slide 21 @skipfidura @dotmailer #dotLive
Slide 22 @skipfidura @dotmailer #dotLive
• Black Friday
Slide 23 @skipfidura @dotmailer #dotLive
• Cyber Monday
Slide 24 @skipfidura @dotmailer #dotLive
• Giving Tuesday
Slide 25 @skipfidura @dotmailer #dotLive
• Small Business Saturday
Slide 26 @skipfidura @dotmailer #dotLive
• Manic Monday
Slide 27 @skipfidura @dotmailer #dotLive
• Out of Stock Saturday
Slide 28 @skipfidura @dotmailer #dotLive
• Christmas Eve
Slide 29 @skipfidura @dotmailer #dotLive
• Boxing Day
Slide 30 @skipfidura @dotmailer #dotLive
• January Sales
Slide 31 @skipfidura @dotmailer #dotLive
• It Should Be a Journey
Slide 32 @skipfidura @dotmailer #dotLive
Slide 33 @skipfidura @dotmailer #dotLive
Welcome
Email 1:
- what’s
new
- Online
and offline
content
- Push to
purchase
Email 3:
- An offer
- Educational content
Email 2:
Relationship
building
content
Slide 34 @skipfidura @dotmailer #dotLive
Welcome
Email 4:
- Reassuring tone
- Easy. Secure.
- Helpful guides
- Clear CTA ‘start’
Slide 35 @skipfidura @dotmailer #dotLive
Welcome
Emails 5 & 6:
- First offer code
- Urgency
- Tone – ‘don’t
miss out’
- Stronger CTA
‘shop now’
Slide 36 @skipfidura @dotmailer #dotLive
Birthday
Slide 37 @skipfidura @dotmailer #dotLive
Birthday
Slide 38 @skipfidura @dotmailer #dotLive
Abandon Browse
• What your shop
assistants do
• Adds convenience for
the holidays
• Don’t be creepy
Slide 39 @skipfidura @dotmailer #dotLive
Abandon Basket
• When was the last time
you looked at this?
• Abandons are not price
lead.
• Remember holiday
convenience.
Slide 40 @skipfidura @dotmailer #dotLive
Transactional Emails
• When was the last time
you looked at this?
• Help me out
– I have a lot of things
on the go
– I don’t want to
disappoint
Slide 41 @skipfidura @dotmailer #dotLive
Reminders
• EWIS, Wishlist, Post
purchase, etc.
• Add convenience and
deliver excellent
customer experience
Slide 42 @skipfidura @dotmailer #dotLive
Slide 43 @skipfidura @dotmailer #dotLive
Book to WIN with
Bond
Win BIG with
SPECTRE
Leverage Search Across All Channels
Slide 44 @skipfidura @dotmailer #dotLive
0.00
0.20
0.40
0.60
0.80
1.00
1.20
1.40
Open Click
5%
28%
Bond vs SPECTRE
Bond SPECTRE
Leverage Search Across All Channels
Slide 45 @skipfidura @dotmailer #dotLive
Conclusion
Slide 46 @skipfidura @dotmailer #dotLive
Questions?
Take Black Friday
Off
Skip Fidura, Client Services
Director
@SkipFidura
Screenpages Ecommerce
Forum 2017

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Dotmailer (Skip Fidura)

  • 1. Take Black Friday Off Skip Fidura, Client Services Director @SkipFidura Screenpages Ecommerce Forum 2016
  • 2. Slide 2 @skipfidura @dotmailer #dotLive
  • 3. Slide 3 @skipfidura @dotmailer #dotLive
  • 4. Slide 4 @skipfidura @dotmailer #dotLive
  • 5. Slide 5 @skipfidura @dotmailer #dotLive DMA research, email is the preferred mode of brand marketing for consumers in every bracket Email Reaches All Audiences
  • 6. Slide 6 @skipfidura @dotmailer #dotLive No Email = Digitally Homeless
  • 7. Slide 7 @skipfidura @dotmailer #dotLive Email is the digital key
  • 8. Slide 8 @skipfidura @dotmailer #dotLive • Apology
  • 9. Slide 9 @skipfidura @dotmailer #dotLive • Black Friday
  • 10. Slide 10 @skipfidura @dotmailer #dotLive • But there is a backlash
  • 11. Slide 11 @skipfidura @dotmailer #dotLive • REI Closed
  • 12. Slide 12 @skipfidura @dotmailer #dotLive • Is this just huboris?
  • 13. Slide 13 @skipfidura @dotmailer #dotLive
  • 14. Slide 14 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60%
  • 15. Slide 15 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9%
  • 16. Slide 16 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9% 12% will shop from work on BF
  • 17. Slide 17 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9% Many well known retailers experienced “some form of loss of service” 12% will shop from work on BF
  • 18. Slide 18 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9% Many well known retailers experienced “some form of loss of service” 12% will shop from work on BF By the end of November: 63% had not been to high street 49% not been on-line
  • 19. Slide 19 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9% Many well known retailers experienced “some form of loss of service” 86% will do ALL of their Christmas shopping on BF 12% will shop from work on BF By the end of November: 63% had not been to high street 49% not been on-line
  • 20. Slide 20 @skipfidura @dotmailer #dotLive Cyber Monday boosted web traffic by 60% Traffic between midnight and 8AM was up by 9% Many well known retailers experienced “some form of loss of service” Abandonment rates go down on both Black Friday and Cyber Monday 86% will do ALL of their Christmas shopping on BF 12% will shop from work on BF By the end of November: 63% had not been to high street 49% not been on-line
  • 21. Slide 21 @skipfidura @dotmailer #dotLive
  • 22. Slide 22 @skipfidura @dotmailer #dotLive • Black Friday
  • 23. Slide 23 @skipfidura @dotmailer #dotLive • Cyber Monday
  • 24. Slide 24 @skipfidura @dotmailer #dotLive • Giving Tuesday
  • 25. Slide 25 @skipfidura @dotmailer #dotLive • Small Business Saturday
  • 26. Slide 26 @skipfidura @dotmailer #dotLive • Manic Monday
  • 27. Slide 27 @skipfidura @dotmailer #dotLive • Out of Stock Saturday
  • 28. Slide 28 @skipfidura @dotmailer #dotLive • Christmas Eve
  • 29. Slide 29 @skipfidura @dotmailer #dotLive • Boxing Day
  • 30. Slide 30 @skipfidura @dotmailer #dotLive • January Sales
  • 31. Slide 31 @skipfidura @dotmailer #dotLive • It Should Be a Journey
  • 32. Slide 32 @skipfidura @dotmailer #dotLive
  • 33. Slide 33 @skipfidura @dotmailer #dotLive Welcome Email 1: - what’s new - Online and offline content - Push to purchase Email 3: - An offer - Educational content Email 2: Relationship building content
  • 34. Slide 34 @skipfidura @dotmailer #dotLive Welcome Email 4: - Reassuring tone - Easy. Secure. - Helpful guides - Clear CTA ‘start’
  • 35. Slide 35 @skipfidura @dotmailer #dotLive Welcome Emails 5 & 6: - First offer code - Urgency - Tone – ‘don’t miss out’ - Stronger CTA ‘shop now’
  • 36. Slide 36 @skipfidura @dotmailer #dotLive Birthday
  • 37. Slide 37 @skipfidura @dotmailer #dotLive Birthday
  • 38. Slide 38 @skipfidura @dotmailer #dotLive Abandon Browse • What your shop assistants do • Adds convenience for the holidays • Don’t be creepy
  • 39. Slide 39 @skipfidura @dotmailer #dotLive Abandon Basket • When was the last time you looked at this? • Abandons are not price lead. • Remember holiday convenience.
  • 40. Slide 40 @skipfidura @dotmailer #dotLive Transactional Emails • When was the last time you looked at this? • Help me out – I have a lot of things on the go – I don’t want to disappoint
  • 41. Slide 41 @skipfidura @dotmailer #dotLive Reminders • EWIS, Wishlist, Post purchase, etc. • Add convenience and deliver excellent customer experience
  • 42. Slide 42 @skipfidura @dotmailer #dotLive
  • 43. Slide 43 @skipfidura @dotmailer #dotLive Book to WIN with Bond Win BIG with SPECTRE Leverage Search Across All Channels
  • 44. Slide 44 @skipfidura @dotmailer #dotLive 0.00 0.20 0.40 0.60 0.80 1.00 1.20 1.40 Open Click 5% 28% Bond vs SPECTRE Bond SPECTRE Leverage Search Across All Channels
  • 45. Slide 45 @skipfidura @dotmailer #dotLive Conclusion
  • 46. Slide 46 @skipfidura @dotmailer #dotLive Questions?
  • 47. Take Black Friday Off Skip Fidura, Client Services Director @SkipFidura Screenpages Ecommerce Forum 2017

Editor's Notes

  1. This is mission control in Houston in 1969…
  2. …and this is the same room today. The explosion in screens is a great example of these changes. So, not only do consumers have a lot more choice in when and where they interact with your marketing, their expectations have completely changed.
  3. Email is Dead!! Very Wrong…. Its alive & well In fact email is Mobile! It’s the number one used app on your phone. It’s easily to use when doing multichannel It acquires & enhances your data It also enhances your social media campaigns
  4. Email is alive & well. It’s the preferred mode of marketing for consumers. The key stat for me here is the Millennials… I keep hearing that they will not use email. However the stats prove otherwise… They are in fact the most prolific users of email on their smartphones.
  5. In fact in my opinion Email is the digital key to all marketing! Email is the number 1 marketing tool for retailers
  6. Before we start off, I would like to apologise. As an American I am ashamed to be part of the culture that brought you Hannah Montana, Trump and Starbucks. More than that however, I am ashamed of Black Friday.
  7. Black Friday was never meant to be exported. It is like American rules football – something that other cultures can appreciate and enjoy but really never understand. Black Friday doesn’t even make sense out side of the US where it is the day after the national holiday Thanksgiving and marks the start of the Christmas shopping season. Here it is just a random Friday where everybody seemingly goes crazy. At some point in the future, anthropologists will look back on this time and conclude that Black Friday was some kind of ritualistic cull of the weak …
  8. … but it doesn’t have to be that way. Even in the US a backlash to has been developing. Last year REI who is a large retailer specialising on out door activities like hiking, camping and cycling decided that not only were they going to skip the Black Friday discounting, they were going to skip Black Friday all together.
  9. Don’t misunderstand. This was not some sort of Scrooge approach to the holidays or the holiday shopping season, nor was REI specifically trying to ruin Christmas for all other retailers …
  10. … they just recognised that for many parts of the US, this is the last weekend to enjoy the outdoors before the long winter sets in and why would anybody want to send the day in a crowded mall? While both this message and the sentiment perfectly fit with the REI brand, they like every other retailer depend on holidays sales to make their numbers for the year. How on earth could they afford to pass on the biggest retail day of the year? Was this just hubris? No, they had a plan. If they were able to engage their customer base, then they could get in just as many sales AND skip the day all together. Even better however, would be if they could not only move all of the Black Friday revenue to other days but the PR they would get with this strategy would attract loads more people to check them out, so actually they would smash it. The hastag #OptOutside garnered 6.7 BILLION (that’s with a ‘B’) media impressions 1.2 BILLION (again with a ‘B’) social impressions Inspired 1.4 million people to spend their day outdoors They were joined by over 150 business both large and small including ASDA But as we all know, impressions are great but in the words of Jerry McGuire – “Show me the MONEY!” They had to have a plan.
  11. In order to keep the buzz going, retail marketers are creating new “events” and marketers from other sectors are jumping on the proverbial slay.
  12. So, Black Friday kicked it off and while it has always been a big if the biggest day bon the retail calendar it is only relatively recently that stores would open at midnight and have deep discounts across the board. I suspect this more than anything else is what causes more than 70% of black Friday shoppers to also buy for themselves.
  13. Cyber Monday is a result of the confluence of two things. First ecommerce marketers did not want to be left out but probably more than that this came out of the observation in 2005 that 77% of US retailers saw their online sales “increase substantially” on the Monday after Thanksgiving.
  14. Last year the charity sector decided to get on the game by making us feel guilty for our largesse over the weekend and give something back to them.
  15. Not to be outdone high street retailers got in on the act as well but while we are supposed to patronise small locally owned shops on the Saturday immediately after Black Friday, “Small Business Saturday” is a trademark of the American Express corporation.
  16. Traditionally the first Monday in December, this is the day that if you are like me true panic sets in. You have gone through the Black Friday and Cyber Monday you have also had another week and weekend to think about what to buy and try to source it, but this is the day where UK shoppers look at their December diary and realise there is not enough time to go to all of the drinks functions, lunches with friends and Christmas parties as well as do all of the Christmas shopping that you need to get done.
  17. I guess after all of this shopping, it is not surprising that we end up with “out of stock Saturday.” This is the day when retailers will be sufficiently out of stock that it starts to impact business. Obviously as a retailer, one of your goals through this whole of the lead-up to Christmas should be avoiding this day for your business.
  18. Then we get to Christmas Eve, which should be spent with pub or in the pub but you know there will be the last minute shoppers out there. Not to mention Dad’s like me who will be enjoying a glass of wine and “some assembly required.”
  19. Historically Boxing Day was the biggest day of the year, which has been usurped by the earlier days. That doesn’t’ however make this day less important but as we will discuss later this like Christmas Eve may be better placed for service messages.
  20. Then we have barely cleaned up from New Years before we need to focus on sales again.
  21. You should not look at this period as a series of discrete events it is a journey. The journey is different for each audience but the “mode of travel” and “destination” are the same.