The 2025 BFCM Recap
We analyzed 2.2 million clienteling messages sent during Black Friday/Cyber Monday 2025 to uncover what drove the highest conversions, AOV, and customer engagement.
The data that defined BFCM 2025
The findings were clear: personal channels continue to grow in importance, two-way conversations converted up to 8x higher than broadcasts, and highly targeted campaigns beat broad blasts every time. Whether you're in apparel, jewelry, beauty, or home goods, this report gives you the benchmarks and strategies you need to improve your results in 2026.
2.2 Million
Total messages sent through Endear
15 Million
Clienteling attributed sales
24% ↑
Total clienteling messages sent
What's inside the report:
- Clienteling results by channel
- Industry performance data
- Winning campaign strategies
Ready to dive in?
Download the full 2025 BFCM Recap to access industry benchmarks, channel insights, and actionable campaign strategies.
Clienteling FAQs
What is clienteling?
What is clienteling?
Clienteling is personalized outreach from your team to customers, whether via SMS, email, WhatsApp, or live chat. It's about using customer data to build real relationships through relevant messages that drive repeat purchases and higher customer lifetime value.
How should I use this report?
How should I use this report?
Benchmark your performance against industry standards, identify which channels might work best for your vertical, apply the proven campaign strategies, and use the insights to set realistic goals for your next big retail moment.
What is the difference between clienteling and marketing?
What is the difference between clienteling and marketing?
Marketing messages are sent from a brand’s HQ and focus on reaching large audiences. Clienteling, on the other hand, comes from real store associates and sparks personalized conversations with customers.
What's the difference between automated and manual clienteling?
What's the difference between automated and manual clienteling?
Manual clienteling is when your team crafts individual messages one-by-one: highly personal but time-intensive. Automated clienteling uses triggers and customer data to send personalized messages at scale (like "2 day follow up after appointment"). The key is that even automated messages feel personal because they're relevant, timely, and come from a real associate who monitors their inbox for replies. The best clienteling strategies combine both.
How was this data collected?
How was this data collected?
Results were measured from Nov 24 - Dec 2, 2025 across 1,200+ retail locations worldwide using Endear's clienteling platform. All data presented is approximate, unaudited, and based on various assumptions. The methodology used may vary year-over-year and prior year results may not be directly comparable to current results.