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CX2016: Transform Retail Customer Engagement Across Every Channel
The document highlights a presentation by Salesforce's Dwight Moore focusing on transforming retail customer engagement through personalization and shopper journeys. Key insights include the increasing importance of customer experience over price and product, the need for retailers to invest in systems of engagement, and the value of data-driven, relationship-focused marketing. It emphasizes understanding customer needs and relevancy in messaging to enhance the shopper's journey and drive loyalty.
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CX2016: Transform Retail Customer Engagement Across Every Channel
- 1. #CNX16 Transform Retail Customer EngagementAcross Every Channel Featuring: Dwight Moore Sr. Director, Retail Industry Go To Market [email protected] @dwightpmoore
- 2. Forward-Looking Statements Statement underthe Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. Goals for thissession Review shopper engagement expectations from 2015 Connected Shopper Report Discuss how Land of Nod is improving engagement through personalization and shopper journeys Demonstrate how the Marketing Cloud within the Shopper Success Platform can improve engagement 1 2 3
- 4. From B2C toMe2B Shoppers are in Control and Expect Unified, Relevant Experiences Buy online & pick up in-store 49% of shoppers Research online prior to in-store purchase 81% of shoppers Product Marketing App Online Events Catalog Care REtail Expect store associates to know purchase history across channels 31% of shoppers 61%of millennials The sum of those experiences is the customer journey. 2015 Salesforce Connected Shopper Report
- 5. Retailers Have Investedin Systems of Record Focused on internal operations, not engagement Systems of Record Supply Chain Merchandising HRInventoryeCommercePOSSystems of Record ?
- 6. ? Retailers Need aSystem of Engagement #1 Customer experience has overtaken price and product as the key brand differentiator. Walker Information, Customers2020 Report Systems of Engagement MobileCloud Social Data Science Systems of Record Supply Chain Merchandising HRInventoryeCommercePOS Internet of Things
- 7. The Salesforce ShopperSuccess Platform Re-personalizing Retail in the Age of the Shopper Connected Shoppers Personalization Everywhere Connected Stores Supercharged Associates Connected Service Supercharged Agents Retail Agility Rapid Innovation Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Retail Solutions Reimagine Engagement
- 8. #CNX16 Matt Ebbert CRM andAnalytics Manager, Land of Nod
- 9. Personalized, data-driven marketing willbecome more refined. There is a difference between data-driven marketing and intrusive marketing. Marketers who focus on relationship building will be rewarded, while intruders will be shut out. *Forbes Top Trends Driving The Future of Marketing
- 10. Relevance Accurately addressing customers’current needs and wants in an unobtrusive way
- 11. Creating Relevant JourneysGrows Relationships and Sales Know Your Customer1 2 Use Predictive Intelligence
- 12. • Storage Bin • Baskets • Shelves • Toy Box Thisperson is trying to get organizedThis person is ALSO organizing Some customers purchase everything for their project at once while some purchase over time, but regardless their current purchase is an indicator of future needs Same trends and patterns show up in visit and cart activity Know Your Customer: Good customer data is the key to relevant messaging
- 13. Incorporating This Intoour Journeys
- 14. Using Predictive Intelligencein Journeys
- 15. Site Personalization DirectMail Digital Display Thinking Beyond E-mail Your Customer’s Journey is not limited to e-mail, why is yours?
- 16. Key Takeaways: 1. Knowyour customers’ needs intimately 2. Relevant content trumps everything Putting It all Together
- 17. #CNX16 Solution Demonstration Matt Ebbert,CRM and Analytics Manager, Land of Nod Amelia Kleymann, Solutions Engineer, Salesforce
- 18. Connected Shoppers 1:1 everywhereto drive acquisition and loyalty Increased digital engagement across opens, click-thrus and registry Predictive Intelligence delivers personalized messaging – via email and on the web Lean marketing team created >20 unique journeys in 18 months
- 19.
- 20. What we learned Personalizedshopper experience is the new measure of success Customer Journey success requires: 1. Know your customers’ needs intimately 2. Relevant content Retailers like Land of Nod are are realizing amazing results from Customer Journey strategies 1 2 3
- 21. Connect with Us! Wed,6:30 – 8:30 pm Sponsored by Slalom Join our Store Tour at Experience the Shopper Success Platform Tues, 8:00 – 7:30 Wed, 8:00 – 6:00 Thurs, 8:00 – 12:00 Learn from Retail Thought Leaders Wed, 2:00 – 2:40 pm Keynote Room
- 22. Join Us ForDreamforce 2016 October 4-7, 2016 | San Francisco, CA
- 23. Take the after-sessionsurvey! Take the Survey in the Connections 2016 Mobile App Join the conversation! #CNX16