Cyber Monday 2013

Cyber Monday 2013

Cyber Monday is in the books.

comScore said Cyber Monday reached $1.735 billion in desktop online spending, up 18%. IBM said Cyber Monday the biggest online shopping day in history with a 20.6% increase in online sales.
Adobe said Cyber Monday ecommerce sales increased by 16% year-over-year to $2.29 billion. A record 18.3% of sales came from mobile devices, an increase of 80% year-over-year that no one even thought possible when Cyber Monday was born in 2005.

Black Friday Shifts to Cyber Friday

isolated woman hands holding a phone and make online shopping

Survey Analytics and Ipsos Loyalty conducted a mobile consumer shopping survey to capture customer experience in real-time on Black Friday. Turns out 62% of Black Friday shoppers they polled did their shopping online, and 33% shopped on mobile phones. The most used browsers were Mobile Safari (28%), Chrome (26%) and Firefox (17%).


Consumers are buying from Amazon and eBay, and merchants that have latched on as marketplace sellers have reaped the benefits. ChannelAdvisor clients who sell on in third-party marketplaces saw tremendous growth. Over Cyber Weekend, ChannelAdvisor’s clients saw 34.9% growth in Amazon sales, and 29.7% in eBay sales growth.

Now that Google has a full year of its revamped Google Shopping platform under its belt, the benefits are paying off. ChannelAdvisor’s clients saw a 125% sales increase on Google Shopping over the Cyber Five when compared to the same period in 2012. One major reason for the success there: does not list products in Google Shopping. ChannelAdvisor CEO Scot Wingo says that gives merchants a rare advantage over Amazon.

Please (don’t) wait, an agent will be with you…

holiday contact center rep

From Black Friday until Cyber Monday, StellaService Analysts interacted with 60 of the most popular online retailers via phone five times a day collecting metrics on speed (time to reach a live agent) and quality (issue resolution). held the title of top ranked retailer over the four day period (19 seconds), although Dillards ranked first on Black Friday (19 seconds) and Cyber Monday (11 seconds).

(Excerpted from Multi Channel Merchant.  For the complete article go to:


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