Is Black Friday testing your CX?

Is Black Friday testing your CX?

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Black Friday is firmly established as one of retail’s biggest events – and a major CX test. For businesses, getting it right is key to protecting trust and strengthening customer relationships.

While shoppers look forward to great deals, the experience is frequently overshadowed by long waits, slow systems and overwhelmed support teams. For customers, these frustrations might feel temporary – something to rant about over coffee and move on. But for brands, the impact is far more serious. Poor service during Black Friday can damage trust, generate negative publicity and erode customer confidence. Even worse, it represents a missed opportunity to win new customers and delight loyal ones at a critical moment in the retail calendar.

While customers are seduced by great value, lasting relationships are built from consistently good experiences. Black Friday offers the opportunity to deliver both. The key to good CX is to meet your customers’ needs. 

Customers expect quick resolutions, effortless interactions and support that fits seamlessly into their day. Whether it’s instant answers from a chatbot, a smooth self-service portal or a responsive agent who understands their needs, efficiency is key.

Customers value interactions where the person or system assisting them truly understands their issue and can offer clear, accurate solutions. Whether it’s a support agent equipped with the right tools or an AI assistant trained on real customer data, expertise builds trust. When customers feel understood and supported by someone who knows what they’re doing, it turns frustration into confidence – and that’s what keeps them coming back.

Consistency is the backbone of great customer experience. Whether a customer reaches out via WhatsApp, e-mail, phone or social media, they expect the same level of service every time. Consistent CX builds familiarity and trust – it shows customers that your brand is dependable and that their time matters. When processes, tone and service quality stay aligned across every channel, interactions feel seamless instead of disjointed. In a world where one bad experience can undo many good ones, consistency isn’t just a nice-to-have – it’s what turns satisfied customers into loyal ones.

Even in an age of automation, the human touch remains at the heart of great customer experience. Customers want to feel heard, understood and valued – especially when facing complex or stressful issues. Empathy, active listening and genuine connection can do what technology alone can’t: build trust and loyalty. The best CX strategies don’t replace people with machines; they empower people with smart tools so that every interaction feels personal, caring and real.

Proactive service means reaching out with solutions, updates or helpful information before a customer even asks. Whether it’s alerting someone about a delay, suggesting an easier way to complete a task or flagging an issue early, these small actions show customers that your brand truly cares. Anticipation builds trust, reduces frustration and transforms service from reactive support into a partnership that customers genuinely value.

Meeting your customers’ needs over busy periods and during peak seasons means your CX platform needs to be flexible and scalable. It needs a strategically designed AI functionality that can power through routine queries and intuitively know when to prioritise up to a human agent. Your workflow must ensure that all sales are processed and fulfilled in a timely and seamless way. Think of Black Friday as the perfect dress rehearsal for a cracker festive season and an opportunity to ‘wow’ your customers.