The Only BFCM Guide You Need to Drive Holiday Revenue Throughout the Customer Journey

Introduction: Using Okendo for Success During and After BFCM

Black Friday Cyber Monday (BFCM) is fast approaching, and for ecommerce brands, it’s not just another sales event—it’s the ultimate opportunity to catapult your brand into long-term success.

But here’s the catch: you need more than just deals and discounts. You need a bulletproof strategy that transforms casual shoppers into loyal Superfans, or highly engaged brand advocates. That’s where Okendo comes in, revolutionizing your approach to customer marketing.

Forget everything you thought you knew about BFCM. This guide is your golden ticket to dominating every stage of the customer journey. We’re talking acquisition, conversion, and retention—all supercharged by Okendo’s powerful customer marketing platform. Why leave your BFCM success to chance when you can leverage data-driven strategies that work?

The holiday season doesn’t have to be a nail-biting “hope this works” game. With Okendo, you’re not just participating in BFCM—you’re rewriting the rules. Our unified customer marketing platform consolidates your tech stack, creating seamless, personalized customer experiences that build loyalty at the first customer touchpoints.

Remember, BFCM isn’t just about new customers. It’s your chance to show your appreciation to loyal customers and turn them into vocal Superfans. Okendo helps you cater to both new and existing customers, maximizing every interaction.

Are you ready to make this BFCM your most successful one yet? Buckle up. We’re about to dive deep into strategies that will set you apart from the competition and keep your customers coming back long after the holiday rush.

How to Acquire Customers

Maximize Review Generation: It’s Now Standard

Although you may already have reviews in place, now is the time to leverage your reviews program. During BFCM, reviews become your secret weapon for customer acquisition when you maximize them. Here’s how to leverage Okendo’s powerful review features:

1. Generate Reviews Now

Keep your competitors from beating you to these game-changing tactics. Start collecting reviews before the BFCM rush. Get up and running fast with Okendo Reviews to build an abundance of social proof before the holiday season hits. This is especially crucial for brands with few existing reviews, and it’s something they should act on now.

2. Leverage Your Loyal Base

Reach out to your past customers now. Make them feel like VIPs by asking for their feedback in a review. It’s not just about getting reviews; it’s about fostering a sense of community. Okendo’s review capture form makes this process seamless and user-friendly.

3. Showcase Reviews Across Your Site

Don’t relegate your reviews to product pages. Use Okendo to showcase them across your entire site. Here’s where it’s essential to showcase your reviews:

• On collection pages (imagine a “Yoga Pants” collection page brimming with glowing reviews)
• In a dynamic reviews carousel on your homepage
• Through an eye-catching media grid that can be placed on any page

4. Social Proof in Ad Campaigns

Harness the power of Okendo to integrate reviews and ratings directly into your BFCM ad campaigns. Nothing sells like social proof, especially during the competitive holiday season.

HDYHAU Survey: Know Where Your Marketing Spend Works Best

Implementing Okendo’s “How Did You Hear About Us” (HDYHAU) survey is like having a crystal ball for your marketing efforts. It’s a survey asking customers where they heard about your brand, pinpointing where the majority of your customers are coming from. Here’s why it’s crucial:

• Real-Time Insights: Know exactly where your ads are performing best, so you can adjust your BFCM marketing spend on the fly.
• No Wasted Budget: Say goodbye to hoping a marketing strategy will work. With HDYHAU data, you’ll know precisely where to allocate your holiday marketing dollars.
• Dynamic Adaptation: As new trends emerge during BFCM, you can quickly pivot to the most effective marketing channels.

Remember, targeting the right customer at the right moment is essential. Avoid a blanket approach—use contextual targeting to ensure your HDYHAU survey reaches the right audience at the right time.

Referrals: Turn Customers into Brand Advocates 

During the holiday season, shoppers are actively seeking recommendations from friends and family. Capitalize on this behavior with Okendo’s referral program platform:

1. Post-Purchase Referrals

Use Okendo to trigger referral requests immediately after a purchase when customer engagement is at its peak.

2. Review-Triggered Referrals

Set up automatic referral prompts for customers who leave 4 or 5-star reviews. Consolidating your reviews and referral strategies is a significant benefit of Okendo’s customer marketing platform, ensuring a more cohesive and efficient marketing strategy.

3. Survey-Triggered Referrals

You can also trigger referral requests based on positive survey responses, such as NPS scores of 9 or 10. This maximizes every opportunity for customer engagement.

4. Integrated Referral Prompts

Okendo allows you to embed referral requests directly into your review capture forms, maximizing every customer touchpoint.

By implementing these referral strategies now, you’re not just acquiring customers for BFCM—you’re setting up a system that will continue to bring in new customers well into the new year.

How to Convert Customers

Product Recommendation Quizzes: Guide Them to the Perfect Purchase

Product recommendation quizzes are powerful, interactive tools that help customers find products tailored to their needs. For brands that don’t currently have a quiz, BFCM is the perfect time to implement one. Here’s why:

1. Eliminate Confusion

New customers often arrive at your store unsure about which products best suit their needs. A well-crafted quiz ensures their first purchase is the right one.

2. Conversion Boost

By helping shoppers find exactly what they’re looking for based on their unique preferences, you dramatically increase the likelihood of conversion.

3. Holiday Gift Finder

Help shoppers get in the spirit of the Holidays with a BFCM-specific “Holiday Gift Finder” quiz. Ask questions like these from Bed Threads’ The Gift Finder Quiz Questions:

• How would you describe the personal style of the person you are looking to buy for?
• What colors do they gravitate towards?
• Which rooms of the home would you want to gift?
• How much do you want to spend?

4. Top 5 Recommendations

At the end of the quiz, provide the top 5 product recommendations based on their answers, categorized by product type or recipient.

5. Quick and Easy Setup

Okendo makes quiz creation a breeze. Check out what our customers say about setting up a quiz with Okendo Quizzes:

“The setup and implementation of the Skin Quiz was pretty much one click and done. The entire process was seamless and we received excellent support from Okendo.” – Jake Jang, Marketing Director & Co-Founder of Beyond Borders Inc. who helped skincare brand Beauty of Joseon achieve a 248% ROI and reduce skincare recommendation inquiries by 90% using Okendo Quizzes.

“We tried some different quiz apps that were really clunky and hard to build… Okendo Quizzes was so easy to implement, and customers can now seamlessly find the right product for them.” – Maddy Balderson, Director & Co-Founder of Luna Bronze who increased ROI by 60% using Okendo Quizzes. The self-tanning product brand attributes 10% of online revenue to our platform.

6. AI-Powered Quiz Creation

Okendo’s AI capabilities make creating quizzes faster and more intuitive than ever. Here’s how to get started:

• Navigate to the Quiz section in your Okendo dashboard
• Click “Create New Quiz” and select “Use generative AI”
• Input your product categories and key features
• Let the AI generate question suggestions
• Review and customize as needed

7. Product Tags in Quizzes

Okendo’s Product Tags feature is a powerhouse for brands with large catalogs. Here’s how they can help in your strategy:

• Show products that are temporarily out of stock, perfect for high-demand BFCM items
• Easily manage products that frequently go in and out of stock

To set up: Go to “Quiz Settings” > “Product Display” > Enable “Use Product Tags”

Customer Reviews: Turn Feedback into Conversion Fuel

Reviews aren’t just valuable for gathering feedback. They’re a powerful way to drive conversions because they provide social proof and build trust with potential buyers. Here’s how to use them to influence shoppers’ purchasing decisions and boost conversion rates.

1. Set Up Your Customer and Product Attributes Now

Attributes refer to the specific characteristics of either the customer (e.g., age, skin type) or the product (e.g., fit, quality) that provide context to reviews. They make reviews more relatable and enhance their credibility, making them a powerful tool for influencing purchasing decisions.

The clock is ticking. Set up these attribute fields now, before BFCM. When the influx of new customers arrives, you’ll be ready to capture crucial information about them when they leave reviews.

2. Leverage the Magic of Abandoned Cart Emails

Turn missed opportunities into conversions with strategically crafted abandoned cart email flows. Incorporate review snippets into these emails to provide powerful social proof for the products your customers nearly purchased. Highlight positive feedback and testimonials to reinforce the value of the product and address potential hesitations.

3. Supercharge Your Efforts With the Okendo-Klaviyo Integration

Integrate Okendo with Klaviyo to supercharge your review strategy and customer engagement. This powerful combination allows you to leverage email, SMS, and advanced segmentation capabilities to drive more reviews and boost conversions.

Email and SMS Review Requests:

• Leverage Klaviyo’s customizable email templates and Okendo’s customer data for personalized review request emails.
• Implement multi-step automation with Okendo sequences to optimize timing for both email and SMS review requests.

Advanced Segmentation:

• Use Okendo to collect zero-party data collection to create highly targeted segments in Klaviyo.
• Apply these segments for consistent, personalized communication across channels.

By combining Okendo and Klaviyo you can create a more personalized customer journey across channels, increase review generation, and drive higher conversions.

Surveys: Your Secret Weapon for Personalization

Surveys are another commanding way to gather the highly-coveted zero-party data that allows you to hyper-personalize your marketing strategies. BFCM is the perfect opportunity to scale your survey strategy due to the surge in customer activity. Prepare your BFCM surveys now, so you can capture essential customer data to help you tailor your approach and convert more shoppers.

Here’s some tips to help you get the most out of your surveys this holiday season:

1. BFCM-Specific Survey

Create a survey asking, “Who was this purchase for?” with options like “Myself” or “Friend/Family Member”.

• Use this information for hyper-personalized follow-up communications.
• If it’s a gift, recommend similar products for future gift-giving occasions.
• If it’s for themselves, tailor your messaging to focus on personal use and satisfaction.

2. Survey Distribution

Okendo offers multiple touchpoints for survey distribution. Here are the survey distribution touchpoints to leverage for BFCM:

• Post-purchase: Appears on the checkout page. The post-purchase stage of the buyer’s journey is often the most impactful since it’s when customers are most engaged with your brand. Take advantage of this to collect valuable data about your customers.
• Post-review: Pops up after a customer submits a review. This enables you to learn what your customers liked (and disliked) about their shopping experience. Use this information to remove friction and improve the overall buying journey for shoppers.

3. How to Create and Distribute Surveys in Okendo

• Go to “Surveys” in your Okendo dashboard
• Click “Create New”
• Choose your question types (multiple choice, open-ended, etc.)
• Set your trigger conditions (post-purchase, post-review, etc.)
• Preview and activate your survey

With surveys, you’ve just unlocked one of the most powerful, all encompassing marketing tools to help you capitalize on the BFCM rush. By leveraging these survey strategies, you’re not just collecting data—you’re setting the stage for personalized experiences that will keep customers coming back long after the holiday season.

How to Retain Customers

NPS Surveys: Transform Customers into Loyal Superfans

Net Promoter Score (NPS) surveys are your secret weapon for turning casual buyers into loyal Superfans: those customers who are highly engaged with your brand and carry significant lifetime value and social influence.

When leveraging them with Okendo, remember:

Before BFCM

Run an NPS survey to identify areas for improvement. This allows you to fine-tune your offerings before the holiday rush.

During BFCM

Use real-time NPS data to make on-the-fly adjustments to your customer experience.

After BFCM

Follow up with another NPS survey to gauge the success of your holiday strategies and plan for the upcoming year.

Turn Detractors into Promoters

Use Okendo’s automated workflows to immediately address concerns from customers who give low scores, potentially turning a negative experience into a positive one.

Quick Start Guide

• Navigate to “NPS Surveys” in your Okendo dashboard
• Choose your survey trigger (e.g., 7 days post-purchase)
• Set up automated responses for different score ranges
• Activate and monitor results in real-time

Zero-Party Data: The Key to Personalization

Zero-party data is information customers willingly share with you. It’s the gold standard for personalization. Okendo makes it easy to collect it and utilize it in the following ways:

1. Understanding Customer Behavior

Use post-purchase surveys to ask specific questions about preferences and buying habits. For example, ask “What’s your primary fitness goal?” for an athleisure brand.

2. Segmentation for Email Flows

Integrate Okendo data with your email marketing platform. Create highly targeted segments based on customer data. For example, send new yoga pants recommendations to customers who’ve indicated they enjoy yoga.

3. Continuous Improvement

Regularly update your zero-party data through quizzes, surveys, and reviews. Use this ever-evolving data to refine your product offerings and marketing strategies.

Loyalty Programs: Cultivate Superfans for Brand Growth

A loyalty program is the culmination of your entire customer journey strategy. It serves as a powerful tool to reward and retain your most valuable customers, encouraging repeat purchases and fostering a deeper connection with your brand.

Accoring to Okendo research on loyalty programs, 77% of consumers state they are more likely to remain loyal to a brand long-term if it offers a compelling loyalty program. Meanwhile, 64% of consumers are more inclined to purchase more products and/or higher-priced products from brands offering loyalty incentives.

Ready to supercharge your loyalty program and leave your competitors in the dust? Here are the tactics you need to implement right now:

1. Capitalize on BFCM Momentum

Automatically enroll new BFCM customers in your loyalty program. Offer bonus points for first-time holiday purchases to encourage quick return visits.

2. Measure and Identify Loyal Customers

Use Okendo’s analytics to track customer engagement and spending patterns. Identify your most valuable customers by setting up a VIP-tiered loyalty program.

3. Seamless Customer Experience

Utilize Okendo’s checkout UI extension for easy point redemption. Implement a site-wide banner and floating widget to showcase loyalty status and available rewards.

4. Personalized Communications

Send targeted emails about tier status, point balances, and exclusive offers. Use loyalty data to create personalized product recommendations.

5. Structured Journey

Use your loyalty program to cater to customers at different stages:

• New BFCM customers: Show points earned on their purchase to encourage a second purchase.
• Regular customers: Provide escalating benefits to maintain engagement.
• Long-time loyalists: Create exclusive experiences to show deep appreciation.

6. Implement Strategic VIP Tiers

Design a VIP-tiered loyalty program that motivates customers to increase engagement and spending. Take inspiration from Dixxon’s creative approach:

• Create uniquely branded tiers that resonate with your audience. Dixxon named their program the “Dixxon Insider Loyalty Fam (DILF)” to align with their brand voice.
• Analyze customer data to determine optimal tier thresholds. Dixxon worked with Okendo’s loyalty experts to identify the need for a fourth tier, the “Hall of Fame,” based on customer behavior patterns.
• Offer exclusive, brand-aligned rewards for top tiers. Dixxon provides an exclusively designed flannel for customers who reach their highest “Hall of Fame” tier, reinforcing brand loyalty and exclusivity.
• The team sends emails to customers who recently made a purchase (this can apply to Black Friday/Cyber Monday) to show them how many points they have whether they are loyalty members or not. The email displayed shows how many more points they need to earn to their next reward, or tier level.

7. Proactive Post-Holiday Relationship Building

Develop a strategy to nurture relationships with your Superfans beyond the holiday season using loyalty program data. Follow Luna Bronze’s lead and segment customers based on their loyalty tier and purchase history. This will allow you to create targeted post-holiday campaigns for each segment, continuing to foster loyalty and encourage repeat purchases.

8. Different than Other Platforms

Okendo Loyalty is different than other platforms in the market. With Okendo Loyalty, brands get:

• Access to all features: Define, customize, and manage your program without any of the added costs. Get access to all features on every plan.
• Strategic services: Get support during every step of building your loyalty program with Okendo’s loyalty experts.
• One consolidated platform: Save time and money with the only customer marketing platform that combines the power of Reviews, Surveys, Referrals, Quizzes, and Loyalty in one platform. Streamline workflows and improve productivity.

Conclusion: Your All-in-One BFCM Solution

Remember that BFCM success isn’t just about a single weekend of high sales. It’s about creating a foundation for year-round growth and customer loyalty. With Okendo’s all-in-one customer marketing platform, you’re not just prepared for BFCM—you’re set up for long-term ecommerce dominance.

Let’s recap the key strategies we’ve covered:

• Maximizing review generation and leveraging social proof
• Implementing targeted surveys for real-time insights
• Creating engaging quizzes for personalized product recommendations
• Harnessing the power of referrals to turn customers into brand ambassadors
• Utilizing zero-party data for hyper-personalized experiences
• Building a robust loyalty program that keeps customers coming back

By implementing these Okendo-powered strategies across your entire customer journey, you’re not just participating in BFCM—you’re revolutionizing your approach to ecommerce.

Remember, Okendo is more than just a tool; it’s a consolidated tech stack designed to help you acquire, convert, and retain customers like never before. And the best part? Okendo is Built for Shopify.

Don’t let this BFCM be just another sales event. Make it the launchpad for your brand’s next phase of growth. With Okendo, you have everything you need to not only survive the holiday rush but to thrive well into the future.

Ready to transform your BFCM strategy and set new records for your business? It’s time to harness the full power of Okendo. Your customers—and your bottom line—will thank you.