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Retailers offering Buy Online Pick Up In Store (BOPIS) December 15-24 sold 7X more than those who didn’t during this period Shoppers rethink their purchases with 63% spike in returns year over year Retailers leaned into demand and increased discounts to 21% between Thanksgiving and Christmas SAN FRANCISCO — Jan. 9, 2023 — Salesforce (NYSE: CRM), the global leader in CRM, today released its 2022 holiday shopping recap, analyzing November and December shopping data from over 1.5 billion shoppers on retail sites using Salesforce Customer 360 (including 24 of the top 30 U.S. online retailers). While November’s online sales were lower than in 2021 and 2020, Cyber Week deals and Buy Online and Pick Up In Store (BOPIS) offerings helped retailers drive success in 2022. Across the 2022 holiday season, consumers spent a total of $1.14 trillion online globally and $270 billion in the U.S. Salesforce data highlights trends that shaped the holiday season, including:
“Retailers closed out the 2022 holiday season with stronger online sales growth than expected – driven in large part by U.S. demand, steeper discounts on peak days, and BOPIS options,” said Rob Garf, VP & GM of Retail, Salesforce. “Staggering return numbers show that consumers are still cautious amid economic uncertainty, however.” In 2023, retailers must double down on efforts to put the customer at the center of their business with data-driven personalization and efficient operations in areas such as fulfillment, service, and returns. Rob Garf, VP & GM of Retail, Salesforce Salesforce powered the 2022 holiday seasonDespite economic uncertainty and changing consumer spending habits, brands and retailers around the world found success with Salesforce this holiday season:
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2022 Salesforce Holiday Insights and Predictions MethodologySalesforce delivers retail success now with data and insights from the shopping behavior of consumers around the world. To help retailers and brands benchmark holiday performance, Salesforce analyzes aggregated data to produce holiday insights from the activity of over 1.5 billion global shoppers across more than 64 countries powered by Commerce Cloud, in addition to Marketing Cloud and Service Cloud data from retailers. Salesforce’s holiday data set includes 24 of the top 30 U.S. online retailers on the 2021 Digital Commerce 360 list and utilizes publicly available third-party data sources. To qualify for inclusion in the analysis set, a digital commerce site must have transacted throughout the analysis period, in this case Nov. 1, 2022, through Dec. 31, 2022, and meet a monthly minimum visit threshold. Additional data hygiene factors are applied to ensure consistent metric calculation. The Salesforce holiday predictions are not indicative of the operational performance of Salesforce or its reported financial metrics including GMV growth and comparable customer GMV growth. About SalesforceSalesforce is the 1 AI CRM, empowering companies to connect with their customers in a whole new way through the power of CRM + AI + Data + Trust on one unified platform: Einstein 1. For more information visit: www.salesforce.com.Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE. |