International Logistics Group Offers Black Friday Customer Retention Advice
Logistics provider International Logistics Group released a guide on November 6, 2025, detailing strategies for e-commerce businesses to retain customers acquired during Black Friday. The advice emphasizes enhancing the post-purchase experience.
Acquiring new customers costs significantly more than retaining existing ones, making customer retention a key focus for e-commerce businesses, especially after peak sales events like Black Friday. With online shoppers in the US spending $10.8 billion on Black Friday 2024, a substantial portion of these sales often come from first-time buyers.
International Logistics Group (ILG) has published a guide offering six tips for brands to turn these new Black Friday customers into repeat buyers. The advice highlights the critical role of a seamless purchase and delivery process in building long-term customer loyalty. This includes ensuring an easy-to-find and straightforward checkout, offering multiple payment and delivery options, and maintaining transparency regarding total costs.
Beyond the transaction, ILG stresses the importance of a positive delivery experience. Consistent communication, starting with order confirmation and ending with post-delivery updates, is vital. Providing realistic delivery times and ensuring reliability are crucial, as delays can erode trust. According to data, 72% of consumers state that on-time delivery strongly influences their decision to repurchase.
The guide also points to the unboxing experience as a crucial touchpoint. Packaging can serve as a post-purchase marketing channel, offering opportunities to delight customers with aesthetically pleasing, memorable, and eco-friendly materials. Brands can further encourage future purchases by including small gifts or discount codes, potentially leading to social media sharing and user-generated content.