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This report provides a snapshot of digital commerce, customer service, and marketing metrics during the busy Christmas holiday shopping season. Salesforce sourced data for this
from live digital commerce sites transacting on the Commerce Cloud, customer service activity from across Service Cloud, and marketing activity from
Marketing Cloud. This activity was collected from the peak Christmas holiday shopping season, November 20-26. The report focuses on the retail sector,
data has been aggregated and anonymized to produce a diverse analysis set.
For the commerce metrics, time of day has been normalized to the shopper’s local time and the discount rate is calculated as the discount on merchandise purchased and does not include items already on markdown.
The Holiday Shopping Report and these reported values are not indicative of Salesforce operational performance.
For the analysis, we identified the unique periods that occur before and within the season. Those periods are defined as:
Holiday Shopping Season (37 days): Tuesday, November 20–Monday, December 26; Cyber Week (7 days): Tuesday, November 20–Monday, November 26; Post-Cyber Week (7 days): Tuesday, November 27–Monday, December 3; Mid-Season (7 days): Tuesday, December 4–Monday, December 10; Pre-Christmas (7 days): Tuesday, December 11–Monday, December 17; Christmas and Boxing Week (9 days): Tuesday, December 18–Wednesday, December 26.
* Buying intent signal includes actions such as completing a purchase, adding a product to cart, starting checkout, or using site search.