When Every Day is Black Friday
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Black Friday is traditionally lauded as one of retail’s most profitable days, and it’s becoming more digital:
- Approximately 40% of shoppers made online purchases on Black Friday 2019
- The trend is expected to grow to 61% this year [1]
While the holiday shopping season is certainly a peak time for online retailers, the truth is that consumers are increasingly relying on eCommerce channels for a variety of their shopping needs year round.
As shoppers’ reliance on digital properties increases, so too is their expectation for performance, reliability and an engaging customer experience. Gone are the days when companies could rely on customer loyalty to weather technological challenges. Countless studies have documented consumers’ willingness to abandon a brand if they are disappointed in the digital experience it provides.