Cyber Week Reaches New Heights
It’s official: Americans like shopping online. A lot. That shouldn’t be a surprise to anyone, but what is astounding is that we broke two(!) records during Cyber Week (Thanksgiving through Cyber Monday). Cyber Monday 2016 was the biggest day in the history of U.S. ecommerce. Ever. Online sales reached $3.45 billion – up 12.1% over last year and the highest on record.1 Mobile sales also reached new heights with a record-breaking $639 million on Thanksgiving Day.2 And smartphones accounted for 22% of total U.S. online sales on Black Friday – the highest ever, up 70% since 2014.
Like Cyber Monday, Thanksgiving Day and Black Friday also saw significant increases year-over-year with combined online sales of $4.45 billion.2 Thanksgiving sales were up 25%, and Black Friday sales increased 14% from 2014. Black Friday’s online sales were only $110 million below Cyber Monday, leading many to believe Black Friday next year could become the top online shopping day.
But we’re not done yet. With such impressive Cyber Week sales, Adobe is projecting a very merry holiday season with total online sales to hit $91.6 billion – an 11% increase over last year. This news is music to retailers’ ears after seeing a decrease in spending surrounding the election.3 Plus, with so many online sales and promotions happening earlier this year, many were concerned online spend would shift from Cyber Monday to Thanksgiving and Black Friday, but this isn’t the case as sales are up across the board.
Of course, a rise in online sales also brings a surge of customer inquiries – either for pre-sales or post-sales support. To ensure your team is adequately prepared, check out my blog post, 10 Tips for Delivering Great Customer Experiences This Holiday Season. In it you’ll learn best practices for delivering consistent and satisfying customer experiences when contact volumes and customer expectations will be at an all time high.
1Cyber Monday Sales Hit a New All-Time Record in 2016, Fortune, 2016
2Online Shoppers Spend a Record $4.45 Billion on Black Friday and Thanksgiving, Fortune, 2016
3Shoppers Cut Back Their Spending in the Days After the Election, CNBC, 2016
Photo Credit: Target | Wieden + Kennedy