For starters, consumers made Cyber Monday the biggest shopping day of the year—spending their way to an all-time high 30 percent over Cyber Monday 2011, according to IBM’s Digital Analytics Report. It kind of takes my breath away, really; I bet lots of retailers are doing a little victory dance right now, as well they should. Retailers, marketing departments, and chief marketing officers (CMOs) seemed to focus this holiday season on delivering a consistent customer experience across multiple channels— from mobile devices, to online and to the show floor—leading to the record shopping day.
What we witnessed on Cyber Monday was nothing short of the empowered, digital customer taking center stage. More than 18 percent of consumers used a mobile device to visit a retailer’s site, an increase of more than 70 percent over 2011. Mobile sales reached close to 13 percent, an increase of more than 96 percent over 2011. As I said, the numbers are huge. Take them seriously.
With every mobile search, query, and purchase, consumers are demonstrating their love for mobile shopping, and they’re rewarding brands that have invested in creating a seamless shopping experience. Multiscreen shopping is the new normal. Are you ready to surprise and delight your customers?