building loyal relationships, faster
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PowerPoint Presentation
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Building Loyal Relationships, Faster.@JeremyWaiteHead of Strategy, EMEASalesforce Marketing Cloud
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You cant purchaseloyalty.
Frank Underwood
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80%Executives Overwhelmed72%UnderstandingCustomer Needs75%Make EmotionalStrategic Decisions
Overwhelmed IBMEmotional - PwC75% ignore data emotions major strat decisions about their businessFB 4 passion centres film/tv + music + sport + fashion SHARE* Worth remembering that our jobs will never be as easy as they are today *
Functional
Convenient
Pleasurable
Meaningful
Useable
Reliable
77% of consumers dont want a relationship with a brand.Business Challenges 2015HARVARD BUSINESS REVIEW
Shares 4yrs 00:226
425 b2b metrics
Introducing the Salesforce Customer Success PlatformHelping Your Customers Love You
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We Need To Build Profitable Relationships. Faster.UNKNOWNKNOWN1 : Many Marketing1 : 1 Customer Journeys
Personification look a like audiences(active audiences tests: 22% more likely to purchase)Aldo 5 x 800 automated7x cheaper keep than acquire9
Go Where Your Customers AreAcross All Digital ChannelsEmail SMS/MMSPush Notifications Social Advertising Web ExperiencesGroup MessagingVenue
Channels AnalyticsAppsContactsContent
Livenation 4000 x 40%10
Functional
Convenient
Pleasurable
Meaningful
Useable
Reliable
We ask too much of technology and not enough of ourselves.Nate Silver@natesilver538
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Customer Expectations Have Changed
YesterdayToday
Today We Live In A Proactive WorldTomorrow
ReactiveProactivePredictive
Predictive customer service PRESCRIPTIVE12
CEOs used to be judged by how well they acted in a crisis. Today they are judged by how well they anticipate one.
Wadah Khanfar, Al Jazeera
BBC 65m segments of 1Some of our customers today would be here.13
The World Is More Connected Than EverCompanies Must Become More Proactive
ThousandsMillionsBillionsconnected things
Devices
TerminalPC
Network of terminalsNetwork of PCsInternet of things
50Bn connected devices 2020There is a massive amount of data being created by billions of connected devices.Companies need this data to become a proactive business.
Talk Track:To become a proactive company you need to harness the data from all of the devices, apps, sensors and physical goods that are creating data for the web. All this data is required to become a proactive company! 14
4 Technology Shifts 2015
11.6%Faster appdevelopmentin the cloud.
25%Mobile trafficdirect frommobile to cloud.
550mSocial networks and forums(77% Dark)
90%Data didnt exist12 months ago
Visualise in seconds on an ipad [GE]GartnerMore profitable revenueUnderstanding customer needsDealing with competition in the market place16
90% 12 months2.5Q day = Google x4 days40x 20203 US networks 60 years = YouTube (active MAU) 60 days5000 tweets / sec5 seconds within app17
Theres No Such Thing As@Scobleizer
#BigData
ROBERT SCOBLEOnly small spoon fulls of dataWe have FILTER FAILURE18
5BSmartphonesby 2017
550M+Social Networks, Blogs & Forums (inc. Dark)
What is #BigData?
2.5Quintillion bytes of data every day
Social
Customer
Purchase
Connected
How will you turn billions of events into proactive engagement?
80% EMOTIONAL DECISIONSLOYALTY BEYOND REASONPASSION CENTRES20
Single View What Does It Look Like?
SalesServiceAppsMarketingAnalyticsCommunitiesDevices
What if your was all connected?
CREATE more value than your CAPTUREEvery device, app or social interaction is a customer and an opportunity to connect.
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Real-Time EventsRich Contextual Data
101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001
AnalyseCompute The Perfect Response
Deliver The Precise action Proactively and In ContextBuilding a Customer CompanyCreate more value than you capture
To sell to serveSERIVCE = ONE TIME 100% CX ATTENTIONTweets 6-7 minutes22
37% Executives Dont Know TheLifetime Value Of Their Customers.
80% EMOTIONAL DECISIONSLOYALTY BEYOND REASONPASSION CENTRES
A 5% Increase in Customer loyalty is everything.
Telus executives are compensated based upon NPSEDF Blue+ price promise lets customers leave. Loss. But 50yr plans build nuclear
Customers Are On A Journey With Brands
Google 90% cross 5 channels when making purchasing decisions25
Functional
Convenient
Pleasurable
Meaningful
Useable
Reliable
Technology is nothing. Whats important is that you have faith in people, that theyre basically good and smart, and if you give them tools, theyll do wonderful things with them.Steve JobsApple, NeXT, Pixar
If we can do thiese things with Hospitals, Dell, Mattel and Coke ~ just think what you could achieve with your brand marketing teamAsk BIGGER questions (Jeff)26
Journey Builder: 1 to 1 Customer Journeys at Mattel
Powering connected experiences with email, mobile, web, and adsMap the shopper and user journeyDrive mobile app downloadsConnect physical toy to digital experienceDrive adoption and use of toys
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Who What Why Where When
264 pages 5 Ws + How / Outcomes TARGET DETRACTORS not INFLUENCERSDell $168 $12 tweet / -$42KLM 42% 1 hour90:10 engagement:content
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1% 200m
Surveys (Sky NPS / AT&T / Barclays)Voice listening PARAMEDIC BIKES v HOSPITALSAnalytics to get better response times (like KLM)31
Its not enough to do your best. You need to know what to do, and then do your best.Executive Sunday morning30 days 3 seconds (millions data points calcualated in the could in RT)5 seconds insight across your business
Salesforce1 for Apple Watch has three main components: the new Salesforce Analytics Cloud for Apple Watch, Salesforce1 for Apple Watch and Salesforce Wear Developer Pack for Apple Watch.
Functional
Convenient
Pleasurable
Meaningful
Useable
Reliable
Information is powerful but it is how we use it that will define us.Avinash Kaushik@avinash
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Service cloud5 secondsTweet (6-7 minutes half life)35
CONNECTED CUSTOMER CARETheir Preferred Channel
Unnecessary Service Costs To Online Retailers Due To Channel Escalation Cost Approx. $22 Million.
Source:Forrester, Embrace Continuous ImprovementTo Power Customer Service Operations
42% Customersexpect a responsefrom a brandwithin 1 hour.EDISON RESEARCH
Companies are no longer competing against each other. They are competing against speed.Marc BenioffSalesforce
Ask BIGGER questions 38
Instead of a product demo. Outside Westbury. London.
Supercar: The car is powered by an 8-litre engine which develops around 1,000bhp - giving the Grand Sport a 0-62mph time of 2.7 seconds and a staggering top speed of 252mph
thank y u
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