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💸 TikTok Shop crushed it this Black Friday, racking up $100M in single-day sales. Powered by 30,000 live-streaming sessions, this milestone highlights the massive potential of social commerce.

🎯 Meta has revamped its ad-matching engine, promising enhanced personalization and better ROI. This could be a game-changer for brands looking to reduce acquisition costs while reaching more precise audiences.

🏈 Walmart’s latest move brings interactive shopping to NFL broadcasts via QR codes. The mix of live sports and retail innovation is reshaping how audiences shop in real-time. Imagine shopping for your game-day snacks without leaving the couch. 🍕

💻 AWS unveiled the Trainium3 chip, built with advanced 3nm tech for AI training. This breakthrough empowers marketers with faster, smarter ad targeting and the tools to refine customer experiences.

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What to expect from this Newsletter? As always…
👉 The Top Relevant News of the Week in Ecom
🔥 The Thought
🧨 The Success Story
😈 1 CRO Tactic to Advance to PRO
😁 1 Reason to Smile

THE THOUGHT - 10 Seconds to reflect…

The Q4 game is not finished, yet

The dust has settled on Black Friday and Cyber Monday, but the real work begins now. Most brands treat this period as a sprint—great for short-term gains but terrible for building long-term value. Let me share some hard-earned insights on what separates thriving brands from those that stall after the holiday rush.

Here’s the truth: If you’re not maximizing post-BFCM momentum, you’re leaving money on the table.

1. Segment Smarter
   Post-BFCM is the best time to dive deep into your customer data. Segment based on recency, frequency, and monetary (RFM) behavior. The goal? Target your high-value buyers with tailored offers while nurturing new customers with gentle onboarding campaigns. Bombarding them with irrelevant deals? That’s how you lose them.
   

2. Retargeting Is the Name of the Game
   Those one-time shoppers who snagged a deal? They're your best retargeting audience. Serve them personalized ads and emails that reflect their previous purchases or introduce complementary products. Done right, retargeting can turn a seasonal shopper into a repeat customer.
   

3. Loyalty Programs That Actually Work
   Forget generic discounts and points. Emotional loyalty drives repeat sales. Create programs tied to shared values—like sustainability or community support. Customers want to feel aligned with the brands they choose, not just incentivized by a coupon.
   

4. Optimize Your Post-Purchase Flow
   Your relationship with a customer doesn’t end at checkout—it begins there. A smooth post-purchase experience, like dynamic tracking pages and helpful how-to emails, builds trust. Thoughtful unboxing moments (think handwritten notes or tips) don’t just delight—they create lifelong advocates.
   

5. Content That Converts
   After BFCM, searches for “things I bought and liked” spike. This is your chance to fuel word-of-mouth marketing. Encourage influencers and happy customers to share their experiences. Pair that with creative storytelling on your owned channels, and you’ve got a winning formula.
   

6. Second Purchase Incentives
   Here’s a simple yet overlooked tactic: get customers back within 14 days. Offer exclusive discounts or bonus points for that second purchase. It’s the quickest way to solidify loyalty.
   

7. Diversify Channels
   TikTok, Threads, Bluesky—platforms like these are exploding. Expanding into new social spaces might feel risky, but that’s where attention is shifting. Be an early adopter; it pays off in engagement and customer acquisition.
   

8. FOMO Isn’t Just for BFCM
   Limited-time offers don’t have to stop after the holidays. Use urgency year-round—whether it’s exclusive drops, small-batch products, or flash sales—to keep customers engaged.

   Remember: Winners in this space don’t just sell products—they create experiences, foster loyalty, and build communities. Let’s make 2024 the year your brand thrives beyond the holiday rush.

What’s your next move?

THE SUCCESS STORY - What leaders do…

The Stress Test

Last week I was having lunch in Bangkok (during the Affiliate World Asia) with one of the first customers of zipchat.ai - the conversation turned to be a real case study.

“Black Friday and Cyber Monday are the ultimate stress test for any brand's customer support team. For years, I struggled to scale my support processes during these high-stakes periods. Long queues, unanswered questions, and frustrated customers cost us more than just sales—it cost us trust. At the same time I couldn’t scale up and down the team every few months.

Then we changed everything. Here’s how we turned customer support into one of our strongest BFCM assets, and how you can do the same.

The Problem
In 2022, we hit a breaking point. Our support team was overwhelmed, with wait times averaging over 15 minutes. Complaints about order issues piled up, and the team burned out. Worse, customers who didn’t get fast responses abandoned their carts and never came back.

We needed a solution that could scale with demand—something fast, efficient, and seamless. That’s when we found Zipchat.ai.

The Solution
Zipchat isn’t just another chatbot. It’s a fully AI-powered solution designed to handle 91% of queries instantly, 24/7. Onboarding took less than 15 minutes, and by the time BFCM rolled around, it was fully integrated into our customer journey.

Here’s what we did differently this year:

1. Anticipated Questions
   Using Zipchat’s AI, we preloaded answers to all the common questions—order status, shipping times, returns policy. No more repetitive inquiries clogging up our live support channels.

2. Real-Time Updates
   We synced Zipchat with our shipping systems. Customers could track orders in seconds without waiting for a human response.

3. Empowered Live Agents
   For the more complex queries, Zipchat handed off conversations to live agents—but not without context. Our agents had full visibility into the customer’s issue, saving valuable time.

4. Scaling Without Limits
   When traffic peaked, Zipchat scaled effortlessly. We handled triple the volume of queries compared to last year, with no additional staffing costs.

The Results
This year, customer satisfaction soared. Here’s the breakdown:

• Wait times dropped from 15 minutes to just 30 seconds on average.

• Proactive messages started over 1,500 conversations, converting 28% of these into orders.

• Team efficiency increased by 85%, with agents focusing only on complex issues.

And the best part? Our customers noticed. Positive feedback poured in, with many mentioning how seamless and quick their experience was—especially during one of the busiest shopping weeks of the year.”

Why This Matters
BFCM isn’t just about maximizing sales; it’s about retaining the customers you’ve worked so hard to acquire. Customers who feel heard and supported are 3x more likely to return, and tools like Zipchat make it possible to deliver exceptional service at scale.

If you’re still relying on outdated support processes, it’s time to level up. ZipChat.ai is the secret weapon every DTC brand needs—especially during high-pressure events like BFCM.

Ready to transform your customer support? Try ZipChat.ai and see the difference it can make.

CRO TACTIC - Advance to PRO…

Arrives between…

To improve the user experience, display estimated delivery dates instead of vague shipping speeds. This approach aligns with the golden rule of UX, "Don't make users think," by providing clear and precise information about when their order will arrive.

Step-by-Step Explanation:

1. Replace shipping speeds (e.g., "delivery in 2-4 days") with specific delivery date ranges (e.g., "Arrives between December 20-22").

2. Ensure that the estimated delivery dates account for processing times, weekends, and holidays.

3. Use available tools or apps, such as those offered on Shopify, to automate and accurately calculate these delivery dates (e.g., Omega Estimated Shipping Date).

Example:
You have a fashion brand. Instead of stating "delivery in 3-5 days" on your product pages, you show "Arrives between August 10-12." This clear delivery estimate helps customers understand exactly when to expect their order without having to factor in processing times or potential delays from weekends and holidays. By reducing uncertainty, you enhance the customer experience and increase the likelihood of purchase completion.

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1 REASON TO SMILE

AI is great, but… keep using your brain!

Have a great week,

Luca from Behind EcomAI