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[Music]
foreign
[Music]
Veronica from head works and today we
and our partners would like to share
some tips on how to provide a positive
customer experience while bfcm firstly
you need to prepare your site for
seamless product Discovery
um you know when you fail to deliver
seamless online customer Journeys that
can cost you customers and profit you
should have like a dedicated support
system which is really vital for the
customer experience especially Black
Friday and Cyber Monday yeah something I
think is really important is to focus on
the user experience of your deals and
promotions during Black Friday customers
all around the world enjoy viewing
content in their native language and
their local currency the best tip for
you will be to provide as personalized
experience as possible this means that
customers should receive the experience
that is targeted of them as individuals
with offers and products that are
uniquely relevant and localized with the
help of a translation app the holiday
season is a great time for business to
focus on providing a positive customer
experience you know also this can be
done in a number of ways the thing that
always happens is some of the products
because of their great discounts they go
out of stocks and so to have the
strawberry and have it have it in stock
so that you are not surprised when
something gets sold out and if it's sold
out make sure it's uh it's at the end of
The Collection so it's hidden some
Brands go you know out of their way to
kind of make it hard you can achieve
this discount by doing this and then
that and then that and then you know it
gets complicated so if your customers
have to jump through the Hoops to to
make a purchase and use your discounts
you're probably doing it wrong the key
to positive impression is matching the
the customers expectations at least all
going Beyond them if you can
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WEBVTT Kind: captions Language: en 00:00:00.070 --> 00:00:02.810 align:start position:0% [Music] 00:00:02.810 --> 00:00:02.820 align:start position:0% [Music] 00:00:02.820 --> 00:00:03.240 align:start position:0% [Music] foreign 00:00:03.240 --> 00:00:03.250 align:start position:0% foreign 00:00:03.250 --> 00:00:10.810 align:start position:0% foreign [Music] 00:00:10.810 --> 00:00:10.820 align:start position:0% 00:00:10.820 --> 00:00:13.850 align:start position:0% Veronica<00:00:11.820><c> from</c><00:00:12.120><c> head</c><00:00:12.420><c> works</c><00:00:12.900><c> and</c><00:00:13.139><c> today</c><00:00:13.440><c> we</c> 00:00:13.850 --> 00:00:13.860 align:start position:0% Veronica from head works and today we 00:00:13.860 --> 00:00:15.829 align:start position:0% Veronica from head works and today we and<00:00:14.160><c> our</c><00:00:14.519><c> partners</c><00:00:15.000><c> would</c><00:00:15.240><c> like</c><00:00:15.420><c> to</c><00:00:15.660><c> share</c> 00:00:15.829 --> 00:00:15.839 align:start position:0% and our partners would like to share 00:00:15.839 --> 00:00:17.990 align:start position:0% and our partners would like to share some<00:00:16.080><c> tips</c><00:00:16.379><c> on</c><00:00:16.619><c> how</c><00:00:16.859><c> to</c><00:00:17.039><c> provide</c><00:00:17.400><c> a</c><00:00:17.640><c> positive</c> 00:00:17.990 --> 00:00:18.000 align:start position:0% some tips on how to provide a positive 00:00:18.000 --> 00:00:21.170 align:start position:0% some tips on how to provide a positive customer<00:00:18.359><c> experience</c><00:00:19.199><c> while</c><00:00:19.740><c> bfcm</c><00:00:20.640><c> firstly</c> 00:00:21.170 --> 00:00:21.180 align:start position:0% customer experience while bfcm firstly 00:00:21.180 --> 00:00:23.810 align:start position:0% customer experience while bfcm firstly you<00:00:21.420><c> need</c><00:00:21.539><c> to</c><00:00:21.779><c> prepare</c><00:00:22.260><c> your</c><00:00:22.680><c> site</c><00:00:23.039><c> for</c> 00:00:23.810 --> 00:00:23.820 align:start position:0% you need to prepare your site for 00:00:23.820 --> 00:00:26.509 align:start position:0% you need to prepare your site for seamless<00:00:24.359><c> product</c><00:00:24.960><c> Discovery</c> 00:00:26.509 --> 00:00:26.519 align:start position:0% seamless product Discovery 00:00:26.519 --> 00:00:28.910 align:start position:0% seamless product Discovery um<00:00:26.580><c> you</c><00:00:26.760><c> know</c><00:00:26.880><c> when</c><00:00:27.300><c> you</c><00:00:27.539><c> fail</c><00:00:27.779><c> to</c><00:00:28.019><c> deliver</c> 00:00:28.910 --> 00:00:28.920 align:start position:0% um you know when you fail to deliver 00:00:28.920 --> 00:00:32.210 align:start position:0% um you know when you fail to deliver seamless<00:00:29.460><c> online</c><00:00:29.820><c> customer</c><00:00:30.240><c> Journeys</c><00:00:31.220><c> that</c> 00:00:32.210 --> 00:00:32.220 align:start position:0% seamless online customer Journeys that 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really vital for the 00:00:40.980 --> 00:00:43.010 align:start position:0% system which is really vital for the customer<00:00:41.160><c> experience</c><00:00:41.760><c> especially</c><00:00:42.480><c> Black</c> 00:00:43.010 --> 00:00:43.020 align:start position:0% customer experience especially Black 00:00:43.020 --> 00:00:45.350 align:start position:0% customer experience especially Black Friday<00:00:43.200><c> and</c><00:00:43.500><c> Cyber</c><00:00:43.739><c> Monday</c><00:00:43.920><c> yeah</c><00:00:44.820><c> something</c><00:00:45.120><c> I</c> 00:00:45.350 --> 00:00:45.360 align:start position:0% Friday and Cyber Monday yeah something I 00:00:45.360 --> 00:00:47.389 align:start position:0% Friday and Cyber Monday yeah something I think<00:00:45.480><c> is</c><00:00:45.660><c> really</c><00:00:45.960><c> important</c><00:00:46.260><c> is</c><00:00:46.620><c> to</c><00:00:46.800><c> focus</c><00:00:47.040><c> on</c> 00:00:47.389 --> 00:00:47.399 align:start position:0% think is really important is to focus on 00:00:47.399 --> 00:00:49.910 align:start position:0% think is really important is to focus on the<00:00:47.640><c> user</c><00:00:48.000><c> experience</c><00:00:48.480><c> of</c><00:00:49.260><c> your</c><00:00:49.379><c> deals</c><00:00:49.739><c> and</c> 00:00:49.910 --> 00:00:49.920 align:start position:0% the user experience of your deals and 00:00:49.920 --> 00:00:52.130 align:start position:0% the user experience of your deals and promotions<00:00:50.399><c> during</c><00:00:50.760><c> Black</c><00:00:51.059><c> Friday</c><00:00:51.300><c> customers</c> 00:00:52.130 --> 00:00:52.140 align:start position:0% promotions during Black Friday customers 00:00:52.140 --> 00:00:55.430 align:start position:0% promotions during Black Friday customers all<00:00:52.680><c> around</c><00:00:52.920><c> the</c><00:00:53.340><c> world</c><00:00:53.660><c> enjoy</c><00:00:54.660><c> viewing</c> 00:00:55.430 --> 00:00:55.440 align:start position:0% all around the world enjoy viewing 00:00:55.440 --> 00:00:58.189 align:start position:0% all around the world enjoy viewing content<00:00:55.920><c> in</c><00:00:56.160><c> their</c><00:00:56.340><c> native</c><00:00:56.640><c> language</c><00:00:57.199><c> and</c> 00:00:58.189 --> 00:00:58.199 align:start position:0% content in their native language and 00:00:58.199 --> 00:01:00.590 align:start position:0% content in their native language and their<00:00:58.440><c> local</c><00:00:58.680><c> currency</c><00:00:59.280><c> the</c><00:00:59.760><c> best</c><00:01:00.120><c> tip</c><00:01:00.360><c> for</c> 00:01:00.590 --> 00:01:00.600 align:start position:0% their local currency the best tip for 00:01:00.600 --> 00:01:02.689 align:start position:0% their local currency the best tip for you<00:01:00.719><c> will</c><00:01:00.899><c> be</c><00:01:01.020><c> to</c><00:01:01.199><c> provide</c><00:01:01.559><c> as</c><00:01:01.980><c> personalized</c> 00:01:02.689 --> 00:01:02.699 align:start position:0% you will be to provide as personalized 00:01:02.699 --> 00:01:05.270 align:start position:0% you will be to provide as personalized experience<00:01:03.300><c> as</c><00:01:03.780><c> possible</c><00:01:04.140><c> this</c><00:01:04.680><c> means</c><00:01:04.979><c> that</c> 00:01:05.270 --> 00:01:05.280 align:start position:0% experience as possible this means that 00:01:05.280 --> 00:01:07.310 align:start position:0% experience as possible this means that customers<00:01:05.939><c> should</c><00:01:06.240><c> receive</c><00:01:06.659><c> the</c><00:01:06.840><c> experience</c> 00:01:07.310 --> 00:01:07.320 align:start position:0% customers should receive the experience 00:01:07.320 --> 00:01:09.890 align:start position:0% customers should receive the experience that<00:01:07.740><c> is</c><00:01:07.860><c> targeted</c><00:01:08.220><c> of</c><00:01:08.700><c> them</c><00:01:08.939><c> as</c><00:01:09.180><c> individuals</c> 00:01:09.890 --> 00:01:09.900 align:start position:0% that is targeted of them as individuals 00:01:09.900 --> 00:01:12.410 align:start position:0% that is targeted of them as individuals with<00:01:10.439><c> offers</c><00:01:10.920><c> and</c><00:01:11.340><c> products</c><00:01:11.880><c> that</c><00:01:12.240><c> are</c> 00:01:12.410 --> 00:01:12.420 align:start position:0% with offers and products that are 00:01:12.420 --> 00:01:14.870 align:start position:0% with offers and products that are uniquely<00:01:12.900><c> relevant</c><00:01:13.380><c> and</c><00:01:14.040><c> localized</c><00:01:14.520><c> with</c><00:01:14.700><c> the</c> 00:01:14.870 --> 00:01:14.880 align:start position:0% uniquely relevant and localized with the 00:01:14.880 --> 00:01:17.090 align:start position:0% uniquely relevant and localized with the help<00:01:15.000><c> of</c><00:01:15.240><c> a</c><00:01:15.420><c> translation</c><00:01:15.900><c> app</c><00:01:16.200><c> the</c><00:01:16.979><c> holiday</c> 00:01:17.090 --> 00:01:17.100 align:start position:0% help of a translation app the holiday 00:01:17.100 --> 00:01:18.770 align:start position:0% help of a translation app the holiday season<00:01:17.460><c> is</c><00:01:17.700><c> a</c><00:01:17.820><c> great</c><00:01:17.939><c> time</c><00:01:18.119><c> for</c><00:01:18.299><c> business</c><00:01:18.420><c> to</c> 00:01:18.770 --> 00:01:18.780 align:start position:0% season is a great time for business to 00:01:18.780 --> 00:01:20.510 align:start position:0% season is a great time for business to focus<00:01:19.020><c> on</c><00:01:19.380><c> providing</c><00:01:19.799><c> a</c><00:01:19.920><c> positive</c><00:01:20.280><c> customer</c> 00:01:20.510 --> 00:01:20.520 align:start position:0% focus on providing a positive customer 00:01:20.520 --> 00:01:22.730 align:start position:0% focus on providing a positive customer experience<00:01:21.000><c> you</c><00:01:21.240><c> know</c><00:01:21.360><c> also</c><00:01:22.320><c> this</c><00:01:22.500><c> can</c><00:01:22.619><c> be</c> 00:01:22.730 --> 00:01:22.740 align:start position:0% experience you know also this can be 00:01:22.740 --> 00:01:24.469 align:start position:0% experience you know also this can be done<00:01:22.860><c> in</c><00:01:23.040><c> a</c><00:01:23.220><c> number</c><00:01:23.340><c> of</c><00:01:23.460><c> ways</c><00:01:23.880><c> the</c><00:01:24.119><c> thing</c><00:01:24.299><c> that</c> 00:01:24.469 --> 00:01:24.479 align:start position:0% done in a number of ways the thing that 00:01:24.479 --> 00:01:26.450 align:start position:0% done in a number of ways the thing that always<00:01:24.720><c> happens</c><00:01:25.020><c> is</c><00:01:25.380><c> some</c><00:01:25.740><c> of</c><00:01:25.860><c> the</c><00:01:26.040><c> products</c> 00:01:26.450 --> 00:01:26.460 align:start position:0% always happens is some of the products 00:01:26.460 --> 00:01:29.030 align:start position:0% always happens is some of the products because<00:01:26.820><c> of</c><00:01:27.119><c> their</c><00:01:27.479><c> great</c><00:01:28.140><c> discounts</c><00:01:28.740><c> they</c><00:01:28.860><c> go</c> 00:01:29.030 --> 00:01:29.040 align:start position:0% because of their great discounts they go 00:01:29.040 --> 00:01:31.070 align:start position:0% because of their great discounts they go out<00:01:29.159><c> of</c><00:01:29.280><c> stocks</c><00:01:29.640><c> and</c><00:01:29.880><c> so</c><00:01:30.180><c> to</c><00:01:30.479><c> have</c><00:01:30.900><c> the</c> 00:01:31.070 --> 00:01:31.080 align:start position:0% out of stocks and so to have the 00:01:31.080 --> 00:01:34.130 align:start position:0% out of stocks and so to have the strawberry<00:01:31.439><c> and</c><00:01:32.400><c> have</c><00:01:33.180><c> it</c><00:01:33.360><c> have</c><00:01:33.600><c> it</c><00:01:33.780><c> in</c><00:01:33.900><c> stock</c> 00:01:34.130 --> 00:01:34.140 align:start position:0% strawberry and have it have it in stock 00:01:34.140 --> 00:01:36.050 align:start position:0% strawberry and have it have it in stock so<00:01:34.740><c> that</c><00:01:34.979><c> you</c><00:01:35.159><c> are</c><00:01:35.340><c> not</c><00:01:35.460><c> surprised</c><00:01:35.820><c> when</c> 00:01:36.050 --> 00:01:36.060 align:start position:0% so that you are not surprised when 00:01:36.060 --> 00:01:38.030 align:start position:0% so that you are not surprised when something<00:01:36.299><c> gets</c><00:01:36.720><c> sold</c><00:01:36.840><c> out</c><00:01:37.079><c> and</c><00:01:37.560><c> if</c><00:01:37.740><c> it's</c><00:01:37.860><c> sold</c> 00:01:38.030 --> 00:01:38.040 align:start position:0% something gets sold out and if it's sold 00:01:38.040 --> 00:01:40.850 align:start position:0% something gets sold out and if it's sold out<00:01:38.280><c> make</c><00:01:38.759><c> sure</c><00:01:39.060><c> it's</c><00:01:39.840><c> uh</c><00:01:40.200><c> it's</c><00:01:40.439><c> at</c><00:01:40.500><c> the</c><00:01:40.619><c> end</c><00:01:40.740><c> of</c> 00:01:40.850 --> 00:01:40.860 align:start position:0% out make sure it's uh it's at the end of 00:01:40.860 --> 00:01:42.410 align:start position:0% out make sure it's uh it's at the end of The<00:01:40.979><c> Collection</c><00:01:41.220><c> so</c><00:01:41.520><c> it's</c><00:01:41.700><c> hidden</c><00:01:42.119><c> some</c> 00:01:42.410 --> 00:01:42.420 align:start position:0% The Collection so it's hidden some 00:01:42.420 --> 00:01:44.270 align:start position:0% The Collection so it's hidden some Brands<00:01:42.900><c> go</c><00:01:43.079><c> you</c><00:01:43.320><c> know</c><00:01:43.380><c> out</c><00:01:43.560><c> of</c><00:01:43.740><c> their</c><00:01:43.860><c> way</c><00:01:44.100><c> to</c> 00:01:44.270 --> 00:01:44.280 align:start position:0% Brands go you know out of their way to 00:01:44.280 --> 00:01:46.670 align:start position:0% Brands go you know out of their way to kind<00:01:44.700><c> of</c><00:01:44.759><c> make</c><00:01:44.939><c> it</c><00:01:45.060><c> hard</c><00:01:45.299><c> you</c><00:01:45.960><c> can</c><00:01:46.320><c> achieve</c> 00:01:46.670 --> 00:01:46.680 align:start position:0% kind of make it hard you can achieve 00:01:46.680 --> 00:01:49.249 align:start position:0% kind of make it hard you can achieve this<00:01:46.860><c> discount</c><00:01:47.100><c> by</c><00:01:48.060><c> doing</c><00:01:48.420><c> this</c><00:01:48.720><c> and</c><00:01:49.020><c> then</c> 00:01:49.249 --> 00:01:49.259 align:start position:0% this discount by doing this and then 00:01:49.259 --> 00:01:51.109 align:start position:0% this discount by doing this and then that<00:01:49.500><c> and</c><00:01:49.740><c> then</c><00:01:49.979><c> that</c><00:01:50.220><c> and</c><00:01:50.520><c> then</c><00:01:50.700><c> you</c><00:01:50.880><c> know</c><00:01:51.000><c> it</c> 00:01:51.109 --> 00:01:51.119 align:start position:0% that and then that and then you know it 00:01:51.119 --> 00:01:53.210 align:start position:0% that and then that and then you know it gets<00:01:51.360><c> complicated</c><00:01:51.720><c> so</c><00:01:52.439><c> if</c><00:01:52.740><c> your</c><00:01:52.920><c> customers</c> 00:01:53.210 --> 00:01:53.220 align:start position:0% gets complicated so if your customers 00:01:53.220 --> 00:01:54.830 align:start position:0% gets complicated so if your customers have<00:01:53.460><c> to</c><00:01:53.579><c> jump</c><00:01:53.759><c> through</c><00:01:54.000><c> the</c><00:01:54.180><c> Hoops</c><00:01:54.479><c> to</c><00:01:54.659><c> to</c> 00:01:54.830 --> 00:01:54.840 align:start position:0% have to jump through the Hoops to to 00:01:54.840 --> 00:01:56.749 align:start position:0% have to jump through the Hoops to to make<00:01:55.020><c> a</c><00:01:55.200><c> purchase</c><00:01:55.560><c> and</c><00:01:55.860><c> use</c><00:01:55.979><c> your</c><00:01:56.220><c> discounts</c> 00:01:56.749 --> 00:01:56.759 align:start position:0% make a purchase and use your discounts 00:01:56.759 --> 00:01:58.910 align:start position:0% make a purchase and use your discounts you're<00:01:57.540><c> probably</c><00:01:57.780><c> doing</c><00:01:57.960><c> it</c><00:01:58.200><c> wrong</c><00:01:58.380><c> the</c><00:01:58.740><c> key</c> 00:01:58.910 --> 00:01:58.920 align:start position:0% you're probably doing it wrong the key 00:01:58.920 --> 00:02:01.910 align:start position:0% you're probably doing it wrong the key to<00:01:59.159><c> positive</c><00:01:59.579><c> impression</c><00:02:00.240><c> is</c><00:02:00.840><c> matching</c><00:02:01.560><c> the</c> 00:02:01.910 --> 00:02:01.920 align:start position:0% to positive impression is matching the 00:02:01.920 --> 00:02:05.749 align:start position:0% to positive impression is matching the the<00:02:02.399><c> customers</c><00:02:02.880><c> expectations</c><00:02:03.479><c> at</c><00:02:04.439><c> least</c><00:02:04.759><c> all</c> 00:02:05.749 --> 00:02:05.759 align:start position:0% the customers expectations at least all 00:02:05.759 --> 00:02:09.320 align:start position:0% the customers expectations at least all going<00:02:06.000><c> Beyond</c><00:02:06.479><c> them</c><00:02:06.719><c> if</c><00:02:07.020><c> you</c><00:02:07.200><c> can</c>