If Your Customer Experience Was a Movie

Case Study – December 20, 2016

With the holiday season in full swing, we thought it would be fun to take a pulse on behalf of U.S. retailers to see what kind of experience their shoppers were having. We chose to look back on one of the busiest days of the year—Black Friday—and were genuinely surprised at the findings of our study. Take a look at our infographic below!

“While holiday sales remain key in enticing customers to brave the holiday crowds, creating satisfaction takes more than low prices. In fact, a majority of consumer reported that even though it  may take less effort to participate in online events like Cyber Monday, people prefer to show up for the Black Friday experience. Black Friday has taken on a game-like atmosphere, rewarding participants with a sense of fun, adventure and nostalgia. Each brand must get to know its customers well enough to provide this same type of differentiated experience.” — Dr. Paul Warner, VP consumer and employee insights