Tuesday, December 06, 2022

A Black Friday Shopper’s CX Diary

Brittany Schmigel
December 01, 2017

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This year, more than 174 million Americans shopped during the Thanksgiving holiday weekend—and for the first time, I was one of them.

The SmarterCX team wanted to examine the differing customer experiences between Black Friday and Cyber Monday, so they sent another staffer and myself into the field to report on our respective experiences. This would be my first Black Friday outing, and I anticipated an experience similar to what’s depicted in the media. I expected frenzied crowds and fist fights and long lines and sold-out products—the same Black Friday madness we saw when Furbies, Beanie Babies, and Tickle Me Elmo were the Holy Grail holiday toys.

As for my Holy Grail holiday item, I set out to find a Roomba during my first Black Friday adventure. A Roomba probably doesn’t sound as exciting as other commonly coveted Black Friday items, like TVs—but anything that helps keep my apartment clean, with no effort on my behalf, sounds like a Holy Grail purchase to me.

I had my sights on the iRobot Roomba 614, which is originally priced as $299.99. On Black Friday, Target advertised this particular model on sale for $199.99.

I set out to find my Roomba, but my Black Friday outing didn’t turn out exactly as planned. When I arrived at Target, the shelves were already barren, not a single Roomba in sight. But, the day wasn’t a total loss. Watch the video below to see the incredible Black Friday deal I did take advantage of.

For more CX holiday insights, visit smartercx.com/holiday.


Views and opinions expressed by the authors belong to the authors and do not necessarily reflect the position of any other agency, organization, employer, or company.

Brittany Schmigel
Brittany Schmigel
Brittany Schmigel is a New Yorker and a tiny canine enthusiast. Brittany is a Content Strategist at Oracle, and has written professionally for B2B and B2C audiences within the technology, publishing, manufacturing, human resources, and legal industries.
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