25 steps to prepare your business for BFCM 2025 in Canada Hero

25 steps to prepare your business for Black Friday and Cyber Monday 2025

Strong BFCM performance rests on consistent execution across marketing, payments, stock and service. A steady cadence of preparation removes guesswork when traffic spikes and queues form. Teams gain confidence when every part of the customer journey has been tested from discovery to refund. Focus on actions that improve speed to value, reduce risk and protect margin.

1. Define your Black Friday and Cyber Monday 2025 sales targets

Set targets that connect to revenue, gross margin and average order value so incentives stay aligned. Choose a few headline goals that everyone can remember and measure hourly once the sale begins. Include volume targets for priority products so supply planning matches your ambitions. Add a break-even discount threshold so offers never erode profit without a deliberate choice.

Create three scenarios that cover upside, base and cautious outcomes so budgets scale with performance. Prepare clear rules for when to add budget, pull back or extend promotions. Link goals to daily dashboards that show traffic, conversion and payment acceptance rates. Share a simple scorecard so store managers and ecommerce leads can act without delay.

2. Review last year’s performance to identify what worked and what did not

Pull data from your analytics, payment reports and point-of-sale exports to find patterns. List the top products, best-performing channels and the pages that converted best on mobile. Study traffic spikes alongside support tickets to locate friction that hurt completion. Review returns and refunds to see which offers created value and which created costs.

Interview store staff, support leads, and your agency partners to gather qualitative context. Ask what surprised them and what they would change first for the next event. Compare your discount depth with margin and sell through so hype does not hide waste. Summarize the lessons and choose a short list of changes that will make the biggest difference.

3. Finalize budgets for marketing, discounts and staff support

Lock a base budget for media, content production and creative testing so work can start early. Ring-fence a contingency amount to fund proven winners during peak hours. Cap total discount exposure with clear rules for stacking, coupon limits and category exceptions. Reserve funds for seasonal hires, extended hours and meals for late shifts so morale stays high.

Decide how much budget you will move between channels as you learn what converts. Document the thresholds that unlock extra spend so approvals do not slow you down. Set a firm limit for overnight shipping subsidies to avoid margin shocks. Keep a simple ledger that tracks budget decisions and the impact on revenue and profit.

4. Audit your website speed and checkout experience

Measure page speed on mobile across your most visited templates during high traffic windows. Compress images, reduce third-party scripts and cache common assets to remove delays. Simplify forms so shoppers enter fewer fields before payment and set helpful defaults. Test search, filters and recommendations so shoppers find the right items faster.

Invite five to seven customers to complete tasks on a staging site and record where they pause. Watch screen recordings to spot taps, scrolls and errors that slow progress. Fix any layout shift that moves buttons as pages finish loading on smaller screens. Confirm that help content, policies and contact options are visible without extra clicks.

5. Test your payment gateway and point-of-sale systems for peak traffic

Run a load test to confirm your payment gateway handles the expected transactions per minute. Verify that your point-of-sale can process high volumes without timeouts or duplicate charges. Confirm payment retries and graceful declines work so customers understand what to do next. Create a fallback plan for store terminals and handheld devices in case a network link fails.

Check that receipts, order confirmations and settlement files generate correctly at higher loads. Validate that tax calculation and rounding behave consistently online and in-store. Confirm that merchant category codes, statement descriptors and business names match buyer expectations. Share a clear escalation path that includes names, contacts and a timetable for updates.

6. Update security protocols to protect customer and transaction data

Require two-factor authentication for staff tools and enforce strong passwords for all accounts. Confirm encryption standards for payment data at rest and in transit with your provider. Review your payment card industry compliance status and close any gaps with documented steps. Limit access to only those who need it and remove unused accounts before the rush.

Train teams to spot phishing, social engineering, and refund fraud patterns common during peak sales. Create a simple checklist for nightly store closing and device handling. Store audit logs centrally so investigations are fast and accurate if something looks off. Publish a single point of contact for urgent security issues and rehearse the response steps.

7. Confirm inventory levels and set automatic stock alerts

Map current stock, purchase orders and inbound shipments to your sales targets. Set reorder points and safety buffers for items that drive traffic or bundle value. Use automatic alerts that trigger when inventory drops below a threshold you trust. Sync online and store counts so you do not sell items that a location no longer has.

Create substitution rules for alternatives that customers will accept without disappointment. Place labels on product pages that show limited quantities with honest wording. Prepare a plan for partial shipments so customers know what will arrive first. After the weekend, use sell-through data to guide markdowns that protect margin.

8. Coordinate with suppliers to secure stock and shipping timelines

Share forecast ranges, promotion dates and expected daily order waves with suppliers. Confirm lead times, production capacity and cut-off dates for replenishment. Align on packaging, labelling and carton counts to speed receiving and put away. Ask for status updates each week and record changes so your plan stays current.

Secure backup suppliers for critical items in case a delay emerges late in the month. Book courier pickups earlier than usual and confirm pickup windows by postal code. Add a simple incident playbook for supply issues that outlines who decides what and when. Keep communication friendly, consistent and documented so partners stay invested in your success.

9. Prepare product bundles or limited-time offers to boost order value

Design bundles that solve a problem or complete a theme so that the value feels natural. Pair a hero item with useful add-ons that shoppers already buy together. Price the set to improve perceived savings while protecting blended margin. Limit the duration of some offers to create a clear reason to act.

Create giftable sets that ship well and look good without extra wrapping. Offer seasonal colours or exclusive variants for loyal customers who want something special. Present bundles on product pages, collection pages and the cart so discovery feels easy. Track attach rate, margin and refund rate so you know which bundles deserve paid support.

10. Create a marketing calendar for email, social and paid ads

Build a daily view that shows send times, audiences and creative themes for each channel. Schedule warm-up messages that teach customers what to expect during the event. Set roles for preview drops, early access messages and last chance reminders. Confirm the legal and policy checks you need for claims, contests and user-generated content.

Align media flighting with stock arrivals, shipping cutoffs and store hours. Keep a short list of creative alternatives ready in case performance dips or stock sells out. Plan modest quiet periods so teams can reset assets and catch up on service tickets. Share the calendar with store leaders so shoppers get a consistent story at the counter.

11. Refresh creative assets and update campaign messaging

Simplify headlines so the value is clear without extra words. Use crisp photography, accessible colour contrast and font sizes that read well on small screens. State the price, the savings and the conditions in plain language. Keep claim language careful and consistent so trust grows with each message.

Test two or three versions of key visuals with small audiences before the big send. Rework underperforming assets quickly and retire anything that confuses. Update your store signage to match your online look, ensuring customers feel a sense of continuity. Create a tidy asset library so teams can find files fast during a long weekend.

12. Optimize your landing pages for seasonal traffic and mobile use

Match each ad or email to a page that features the exact products promised. Place the main value message high on the page with simple steps to buy. Keep filter options easy to tap and make the add to cart button obvious. Show stock status, delivery estimates and returns information without making shoppers hunt.

Use social proof carefully with verified reviews, not vague star counts. Remove distractions that pull attention away from the next step. Test the page with low bandwidth to confirm it still loads and displays well. Set up event tracking so you can see what parts of the page earn the click.

13. Set up abandoned cart reminders and retargeting ads

Prepare a sequence of reminders that respect consent and timing. Start with a gentle nudge that restores the cart and offers help. Follow with a clear message about limited stock or shipping cutoffs when that is accurate. Offer a small incentive only when the margin can support it and do not overuse it.

Exclude customers who already purchased to avoid waste and frustration. Coordinate frequency caps across channels so people do not see the same message too often. Tag root causes like shipping cost or payment decline so you learn why carts are lost. Share the insights with product, pricing and service so fixes reach the right owner.

14. Plan exclusive early access offers for loyal customers

Use your loyalty data to pick segments that value first pick, not only deep discounts. Offer a short booking window so the perk feels special and manageable. Give early shoppers clear delivery dates so they can plan gifting with confidence. Add small extras like free gift wrapping or extended returns for members.

Invite your best customers to share feedback on the experience and the selection. Reward referrals with store credit that encourages second purchases in December. Keep the tone appreciative and personal, not transactional. Track repeat rate, member satisfaction and net promoter signals to measure the impact.

15. Review pricing rules and discount logic within your point-of-sale system

Map how discounts apply across items, collections and cart-level rules. Determine which promotions can be stacked and which must remain exclusive to maintain margin. Test taxes, rounding and price displays so numbers match receipts exactly. Confirm gift receipts, price adjustments and exchanges behave as policy intends.

Document how staff should handle price overrides and manager approvals. Protect sensitive functions behind proper permissions so errors stay rare. Align online and store rules so customers see the same totals across channels. Keep a quick reference guide at each till with examples and exact wording.

16. Verify all payment options, including mobile and contactless methods

Offer a mix of debit, credit, gift cards, digital wallets and buy-now-pay-later where appropriate. Check that tap limits and fallback prompts are clear for staff and shoppers. Confirm that wallets work across major browsers and devices without extra clicks. Ensure receipts display the payment method accurately so returns are simple.

Provide choices that match your audience, including alternatives for shoppers without credit. Explain any fees or minimums in plain language so there are no surprises. Train staff to present options without pressure so customers feel respected. Monitor approval rates by tender type and resolve issues with your payment partner promptly.

17. Train staff on holiday policies, refund rules and queue management

Hold short training sessions that fit around busy schedules so knowledge sticks. Walk through real scenarios for exchanges, price adjustments and split tenders. Set expectations for greeting, basket building and line control during peak hours. Give clear guidance on when to call a manager and what to say to waiting customers.

Create a daily huddle script that covers targets, top offers and any stock notes. Prepare a calm-down protocol for difficult situations that protects staff well-being. Rotate roles to reduce fatigue and keep energy up across long shifts. Say thank you often and celebrate wins so people feel valued.

18. Set clear shipping cutoffs and communicate delivery expectations

Publish honest cutoffs for standard, express and local delivery options. Show dates on product pages, in the cart and in confirmation emails. Adjust cutoffs by region, including remote communities that need more time. Update messages as conditions change so promises remain accurate.

Offer store pickup where possible to help late buyers complete gifts on time. Provide order tracking links and plain status labels that customers understand. Prepare a contingency note for weather or carrier delays with sincere language. Train support to offer fair remedies when a delivery falls outside the commitment.

19. Ensure your customer service team has scripts for common queries

List the ten questions you will hear most and write short, empathetic scripts. Cover topics like stock status, delivery timing, price adjustments and returns. Provide links to self-serve pages so customers can help themselves quickly. Give agents a clear ladder for compensation when something goes wrong.

Set a response time target for email, chat and phone during the event. Staff up during peak hours and reduce coverage where volumes are lower. Share a daily pulse report so leaders can shift resources where help is needed. Encourage agents to suggest improvements based on what they hear.

20. Prepare gift card and loyalty program promotions

Offer digital gift cards for instant delivery and easy last-minute gifting. Promote reload bonuses that encourage additional spending after the weekend. Present gift cards during checkout as a thoughtful add-on for hard-to-shop recipients. Make sure balances, partial redemptions and expiries are easy to manage.

Highlight loyalty benefits that matter during the season, such as early access or free alterations. Let members earn extra points on bundled sets or full price items you want to move. Use a simple explainer on product pages so the value is clear. Track redemption patterns to avoid breakage that harms customer satisfaction.

21. Add live chat or support widgets to handle high inquiry volumes

Install a chat tool that offers instant answers for common tasks like order status. Use a friendly welcome message and set clear expectations for wait times. Train agents to move from chat to phone or email when the issue is complex. Collect satisfaction ratings after chats to spot gaps in scripts or product pages.

Feed answered questions into a knowledge base that grows each day. Offer contact options during checkout so help arrives before a cart is lost. Keep chat offline outside coverage hours and show when help returns. Review transcripts for product insights and fix confusing wording fast.

22. Test analytics tracking for sales, traffic and conversion metrics

Validate tags and events for page views, product clicks, add to cart and checkout steps. Confirm transaction data includes item level detail, tender type and discount information. Match revenue in your analytics tool with settlement reports from your payment partner. Track refund events so net sales and gross sales are clear.

Set campaign tagging rules that cover all channels to avoid missing or double-counting traffic. Use server-side validation for key events to improve data quality. Create a naming guide that the whole team follows for clean reporting. Build daily dashboards that show trends and outliers, so action is timely.

23. Check email automation flows for holiday campaign accuracy

Review triggers for welcome, browse abandonment, cart recovery and post-purchase messages. Ensure timing respects customer consent and does not overwhelm inboxes. Proof subject lines, preview text and personalization fields so messages feel human. Test links, discount codes and product blocks across devices and clients.

Create exclusions for those who have already purchased so they do not get irrelevant reminders. Pause lower-value automations if they delay higher-priority sends during peak periods. Add a manual approval step for promotions that include limited stock. Monitor deliverability each day and fix reputation issues early.

24. Set up post-purchase thank you emails and cross-sell offers

Send a warm thank you with order details, helpful tips and support options. Share a realistic delivery window and tracking link so customers feel informed. Offer a tasteful cross-sell that adds value to the original purchase. Invite feedback with a short survey that takes less than two minutes.

Schedule a second message after delivery that checks satisfaction and offers care guidance. Provide a simple path to returns or exchanges without friction. Encourage account creation with benefits that feel meaningful, not gimmicks. Use this touchpoint to build loyalty that lasts past the season.

25. Run a final end-to-end test of your checkout and payment process

Place test orders on mobile and desktop using different tenders, including digital wallets. Simulate declines, partial approvals and refunds to confirm clear messages and smooth flows. Check tax, shipping and discount calculations on complex carts. Review receipts, confirmations and settlement files to ensure everything matches.

Ask store leaders to complete a full purchase and return with the point-of-sale. Verify that staff permissions, cash management and closing procedures still work under load. Confirm signage, policies and device charging stations are ready for long shifts. Hold a final readiness huddle so people know the plan and the support paths.

A focused plan makes your business faster, more resilient and easier to manage. Early decisions free teams to serve customers with patience and care. Clear success measures keep attention on what matters when the weekend pressure rises. Strong execution during Black Friday and Cyber Monday 2025 sets a standard you can repeat.