Wayne St. AmandWayne St. AmandNovember 22, 2018


Whatever your view of Black Friday, it has become the biggest discount shopping event in the UK, surpassing even the traditional Boxing Day sales.

Once only celebrated in the US, the event now has global reach, seeing brands slash prices in a bid to get their share of pre-Christmas sales.

Amazon was the first retailer to bring Black Friday to the UK, when in 2010 it held a 24-hour period of discounts and deals. Since then, the shopping holiday has ballooned in popularity – 91 percent of UK stores ran Black Friday deals last year. So, with competition rife for Christmas spend, what tactics can retailers implement to boost sales on Black Friday and beyond?

Understanding the online-offline connection and optimising at speed

Statistics show that last year UK consumers spent £1.39bn on Black Friday offers online alone. Of these, over a third (39 percent) of transactions were carried out on a smartphone. Yet despite the rise in online sales, in-store purchases still play a major role in overall spend. It’s therefore vital that retailers understand how online touchpoints drive offline sales and vice versa – particularly as the ever-growing number of channels continue to create more avenues-to-purchase.

The ability to measure and optimise marketing and media tactics based on their online and offline impact is possible through advanced measurement technology, but the act of measuring it alone is not enough to guarantee campaign success.

Too many marketers still make decisions based on data that is several weeks old, yet on a major shopping date like Black Friday, the need for speed cannot be underestimated. Marketers need granular, near real-time insight into the effectiveness of each touchpoint in the consumer journey, so they can pinpoint the messages and offers that are influencing consumers to buy.

By leveraging measurement solutions that refresh and remodel data every day, marketers can speed up their insights and make optimisation decisions based on what’s driving sales today, versus what worked last week or last month.

Eliminate gaps in coverage

During promotion-driven shopping events like Black Friday, brands are likely to increase their amount of advertising – offering coupons or discounts on influential advertising channels like Facebook, for example. Yet gaps in media coverage measurement can mean missing out on key opportunities. If marketers aren’t able to evaluate the importance of every step in a consumer’s path to purchase, then they can’t detect factors that are affecting consumer decisions or fully optimise their spend.

Advanced planning is imperative to help solve this issue, and marketers need to be ahead of the game in identifying and integrating new sources of data. By closing critical coverage gaps, marketers can establish first-mover advantage on new and influential advertising channels before the competition crowds in.

Test early and test often

During the November frenzy, the sheer volume of advertising can severely impact the messages that consumers actually see and respond to. It makes sense that the best time to boost awareness might be before or after Black Friday, rather than on the day itself.

Brand success depends on reaching and engaging consumers with a pertinent offer at the opportune moment. To achieve this, marketers need to be constantly testing and assessing channels, content, creative, and messages both in the lead-up to, and following, Black Friday. Also applying advanced measurement techniques, marketers are not only able to identify which creative and messaging resonates best, but also gain an authentic picture of the time lag at which certain marketing tactics produce conversions.

Black Friday is a once yearly opportunity for brands to bolster sales, and if marketed correctly, it can prove extremely lucrative. Paramount to sales generation is accurate, holistic, and daily cross-channel measurement, so that campaigns can be optimised intelligently in near real-time, and brands can reach consumers with meaningful offers that drive results on Black Friday and beyond.

Wayne St. AmandWayne St. AmandAugust 29, 2018


The rise of digital has allowed brands to expand beyond the capabilities of traditional marketing and reach consumers in virtually any place, at any time.

Yet while the new era opens up a world of possibilities, the ever-increasing complexity of online marketing means marketers need to constantly refine strategies and utilise the most effective channels, devices, and tactics to reach the right audiences at scale.

Following reports of well-established high street retailers closing, the need for innovative and effective digital transformation is paramount to gain and maintain competitive advantage. What’s more, the recently introduced GDPR regulation has imposed stricter requirements on the safe handling of data, creating an additional need for businesses to adapt their marketing efforts.     

So, what steps can marketers take to embrace new ways of working in today’s diverse digital landscape?

Keep up with developments in martech

The rise of digital has turned marketing into an increasingly technology-driven function. In fact, the average brand marketer now uses more than 12 unique tools on a regular basis and some use over 31 per campaign. While these technologies provide critical capabilities for any marketing department, they also create silos that make it difficult to track, measure, and optimise all audience interactions with a brand.

Marketing effectively in today’s digital age requires more holistic measurement solutions that integrate data from disparate systems to establish a single source of truth about marketing and media performance. By consolidating and normalising data, these solutions not only enable marketers to better understand consumer behaviour, but they also align entire teams around a uniform set of business goals and marketing KPIs. Armed with this data, marketing teams can work together to efficiently test, prove, and allocate budget to the most effective channels and tactics.

Implement a people-based marketing strategy

Continuous growth in the digital space has dramatically changed the way consumers interact with brands. With access to more information and more choices, empowered consumers now place elevated expectations on every interaction they have with brands.

In fact, a recent report found that 76 percent of customers report that it’s easier than ever to switch from brand to brand to find an experience that matches their expectations. As experience increasingly becomes a key differentiator, marketers must embrace a people-based approach that puts the consumer at the centre of their marketing strategy.

The tremendous power of people-based marketing is the ability to target real people versus generic buyer personas. It’s made possible using a privacy compliant persistent identifier that links a person to his or her browsers and devices.

People-based marketing allows brands to understand the path to purchase across digital and mobile channels, as well as addressable offline channels like direct mail where individual, user-level data is available. By understanding who their customers and prospects are and how they behave, marketers can improve the relevancy of their marketing and advertising at every stage of the consumer journey – ultimately improving the experience and building greater affinity for the brand overall.

Go further with multi-touch attribution

A people-based approach that tracks the end-to-end customer journey is vital to a complete understanding of how consumers interact with a brand. However, people-based marketing relies on a new kind of measurement that is also people-based.

Just because a marketer knows who a user is and what devices they use doesn’t mean they know which marketing and advertising tactics will drive conversions, retention, customer lifetime value, and other key business metrics. In a multi-channel, multi-device landscape, a multi-touch attribution measurement approach is essential for accurately understanding which marketing touchpoints along the consumer journey influenced a desired business outcome.

By unifying people-based insights with multi-touch attribution, marketers can see which creative messages, content, and other tactics drive the best results for each audience segment across all channels and devices. They can then apply this insight to optimise consumer experiences and make smarter investment decisions within and across channels.

Optimise opportunities using real-time insight

Digital has created the need for different levels of insight at different speeds. While CMOs may only need to understand how to best allocate their budgets at the channel level on an annual or quarterly basis, individual channel owners need to know how to optimise at tactical levels and on a daily basis within the channel itself.

For example, online display managers must pinpoint which publishers, placements, creatives and frequencies are driving success while campaigns are still in-flight, so they can replicate what’s working and improve what’s not.

Multi-touch attribution provides marketers with granular, near real-time insight to optimise opportunities and drive results. By helping marketers make quicker decisions that influence consumer behaviour, these near real-time insights and optimisations can have significant impact on marketing efficiency and ROI.

In these challenging times, brands must embrace the latest digital marketing techniques to stay ahead of the game. By keeping abreast of new developments, implementing a people-based approach, employing multi-touch attribution, and optimising campaigns based on near real-time insight, brands can make the most of the new digital era to reach consumers with meaningful marketing that really drives results.   

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: 0207 1937 483

Awards International ltd
Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 6707388


Find a job in customer support with Jobsora