How to deliver this Black Friday

At the start of the holiday season, adrenaline is racing and people are ready to shop! A retailer’s performance on Black Friday and Cyber Monday are pertinent to building consumer trust and maintaining brand loyalty as travel through the customer journey.  

With the rise of online shopping, final mile delivery has become an increasingly important part of the customer experience. In fact, 98% of shoppers say that delivery has a direct impact on their brand loyalty. On top of that, 84% said they are unlikely to shop again with a brand if their delivery experience was poor.

So, while Black Friday undoubtedly puts pressure on retail operations and the supply chain, failing to uphold your regular levels of delivery service has the ability to leave a sour taste just as shoppers are gearing up for the gift-giving season.

To make the most of these opportunities, retailers need to address some common logistics challenges that come with this tremendous peak period.

How to Prepare for Black Friday

To help ensure your retail logistics run smoothly this holiday season, we’ve compiled tips to overcome some of the most common logistics challenges:

THE CHALLENGE: SHIPPING FLEXIBILITY

Today’s shoppers expect a variety of delivery options, from next-day delivery to in-store pickup. This expectation is heightened on Black Friday and Cyber Monday, which have seen declining foot traffic to physical stores as online sales soar. Meeting the growing demand for flexible shipping options is both challenging and costly for retailers.

THE SOLUTION: EMBRACE OMNI-CHANNEL STRATEGIES

Partnering with a well-connected logistics provider who offers a seamless Omni-Channel experience is key. By utilizing multiple transportation methods—such as ocean freight and air freight—Omni-Channel providers can offer more choices, helping retailers find the most cost-effective and efficient delivery methods.

THE CHALLENGE: CUSTOMER VISIBILITY

Beyond choice, customers expect transparency about their shipments. Common questions like “Where is my order?” or “When will it arrive?” can add stress to retail operations, especially during peak times. Yet, failing to provide answers can be costly—over 60% of retailers report increased customer complaints about failed deliveries, and 97.5% of shoppers expect to resolve delivery issues through self-service or direct communication.

THE SOLUTION: WHITE LABEL TRACKING PORTALS

Tracking portals, such as MySEKO, provide customers with near-real-time updates on their delivery status, reducing the need for operational involvement. These portals can be fully branded, offering a seamless user journey from order placement to final-mile delivery—leading to happier customers and an additional touchpoint for your brand.

THE CHALLENGE: MONITORING STOCK

Black Friday sees stock move faster than at any other time of year, making it difficult to maintain accurate inventory levels. Failing to properly track and update stock can lead to shortages, poor distribution, and missed sales opportunities.

THE SOLUTION: DEPLOY REAL-TIME WAREHOUSE MANAGEMENT SYSTEM

A robust WMS (Warehouse Management System) helps retailers maintain accurate inventories and ensures stock is distributed to key locations before sales begin. Choose a WMS that updates in near-real-time and integrates with your website to keep SKU information accurate and up-to-date.

THE CHALLENGE: MANAGING RETURNS

With increased sales comes an inevitable spike in returns. During Black Friday and Cyber Monday, return rates increase by 18%, putting pressure on reverse logistics operations. Managing these returns efficiently is crucial, as is ensuring accurate performance reporting.

THE SOLUTION: USE AN INTEGRATED OPERATIONAL PLATFORM

Retailers need access to data at every touchpoint in the supply chain to connect the dots from purchase to return. An integrated operational platform provides a detailed view of purchases, deliveries, and returns, helping improve process efficiency and sales accuracy.

THE CHALLENGE: CROSS-BORDER SALES

Black Friday deals often attract international customers. In 2023, 18.5% of all orders with U.S. merchants were shipped cross-border, making it essential for retailers to be prepared for international logistics.

THE SOLUTION: LEVERAGE EXPERTISE AND TECHNOLOGY

Efficiency in cross-border logistics starts with local expertise and the right technology. Partner with a logistics provider that can guide you through compliance in each market. Import Operating System (IOS) software helps streamline tasks like filing AMS information, generating documents, and preparing compliance reports, ensuring timely fulfilment of cross-border orders.

Technology is your foundation for success

Preparing for Black Friday requires a solid logistics foundation, with technology as the backbone of your operations. Automating repetitive tasks and leveraging data ensures your service remains efficient and reliable.

Your logistics technology must be supported by a strong logistics partner. Transparent and open communication with a reliable provider can relieve some of the pressure from the sales rush, allowing you to focus on delivering an exceptional customer experience.

Get in touch to find out how SEKO Logistics can support your retail operations.