Holiday Ramp-Up: Tips and Tricks - What you need to know to survive and thrive
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Transcript of Holiday Ramp-Up: Tips and Tricks - What you need to know to survive and thrive
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Holiday Ramp-Up: Tips and TricksWhat you need to know to survive and thrive
during the holiday shopping rush
Graham Leckie, Operations ManagerDemac Media
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Introduction
Graham LeckieSr Manager, Operations and Special ProjectsDemac Media
Twitter: @gleckie85, @demacmedia
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Overview
• What the holidays mean• Code Freeze• Inventory• Email Campaigns• Sales• System Infrastructure• Planning ahead – 2014• Discussion
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What the Holidays Mean
• Increased:– Concurrent users– Sales/promotions– Revenue and hopefully profit!– Hours!!!
• Big dates:– Black Friday– Cyber Monday– Christmas– Boxing Day
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Code Freeze!
• Make sure to have all development solid and on production (tested) by mid-October
• Table any new development ideas or initiatives for development over the season on staging
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Inventory
• Limit customer service issues with correct counts– Eg. Phone calls, emails etc
• Buying should be complete– Inventory from manufactures hard to come by
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Email Campaigns
• Segment your lists• Do not send a blast to the whole list at once• Test all links externally before sending• NEVER use a search string as a link in the mailing• Cache pages that are going to be visited• Tell a story, not just the sale (higher value items)• Mobile Friendly / cross platform– In 2012, 45% of holiday emails opened on a mobile
device– Make sure that UX is favorable and they can actually buy!
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Sales
• Make sure all content is in place before the 11th hour• CMS content staged ahead of time• Test on a staging environment if available• Site wide sales can be a bit tricky– Especially with catalog updates as opposed to cart rules
• Test all rules for all segments before hand• Cross-sell/up-sell for loss leaders – target attach!• Index/Cache completed• Drive traffic as well from social media
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System Infrastructure
• Risk Mitigation– Know what to do if the site goes down
• Ability to spin up VMs on demand?• Stress Testing ahead of time– Staged environment– Server ‘attacks’
• Overall server health & specs
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Staff Awareness
• Team knowledge of ‘the holidays’ – Especially for new employees
• Incentives for extra hours – Examples: pizza, liquid refreshers, coffee– Saves from them having to go offsite
• Customer service is key– Know how to make a customer happy– Replacement for ‘hot’ items that go out of stock – inventory
fulfillment issues• SMILE!
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Planning Ahead - 2014
• What to do to fill in the valley (Jan/Feb)• Incentives for return shoppers in the new year• Deploy what was in development over the
holidays– New features/functionality– Code audit/clean up
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Discussion Time
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Happy Holidays!
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