For retailers of all shapes and sizes, Black Friday (and the days surrounding it) can make or break a season. 2014 was no exception. According to Comscore, a leader in measuring the digital world, last year’s Thanksgiving Day registered $1.01 billion in spending, a 32 percent gain over 2013. Black Friday followed with even stronger spending, with $1.51 billion in online sales, up 26-percent from the previous year’s sales.

At ALEX AND ANI, the Black Friday season is about more than revenue: It’s a critical opportunity to demonstrate a commitment to delivering exceptional customer experiences. For the eco-conscious jewelry and accessory company—which embraces ‘the power of positive energy’ as a core belief—extending good vibes to every customer interaction is engrained in its culture. 

As ALEX AND ANI is quick to concede, the company’s customers didn’t always feel the Black Friday chi. In fact, customer karma couldn’t have been much worse following the 2013 season. The company acknowledges that customer care sentiment clocked in at 95% negative. Yes, you read that right.

Miraculously, the company was able to reverse those numbers in a mere 12 months. After the 2014 season, ALEX AND ANI catapulted customer care sentiment to an astounding 85% positive. How did the company do it?

According to Jessica Latimer, Sr. Manager, Social Media and Customer Engagement and ALEX AND ANI, much of the turnaround can be attributed to a the healing power of social customer care. Through a team effort—and a commitment to treating every customer as an individual—the company was able to transform its social service strategy.

During a webinar on November 10 at 9 a.m. EST, Jessica will share the tactics she and her team deployed to make it happen. You’ll hear first-hand how ALEX AND ANI overcame obstacles to turn social ranters into ravers, and what it takes to deliver social customer care your customers will love. Register today!