Beyond Omni-Channel
Salesforce1 World Tour – London May 2014
Matt Hopkins, Senior Director Retail Industry
Agenda
1.  Out of Control?
2.  Customer Experience
3.  Connected Customer
CustomerOperations Brand
RETAIL – ERA OF CUSTOMER INNOVATION
‘Profitable Growth’ ‘Anywhere Retailing’ ‘Global, Personal’
R...
Customers are in Control: Are YOU Ready?
*2012 Forbes secret shopper study of 10,000 companies
“Many store visits don’t le...
Social media 1:1
marketing
Personal content
cross-device
Register Target offer Regular
spender
Upsell/X-sell Reward loyalt...
Service
Socia
l
Web
Email
Mobile
Store
Customer Experience
Connected Retail
Connected
Store
Connected
Employee
Connected
D...
•  Social Marketing to listen to customers with
radian6
•  Manage Global Facebook page with Buddy Media
•  Manage customer...
•  Seamlessly scaled to meet
demand (92K daily visits,
55K daily votes) as massive
PR wave crested after
launch.
Walmart H...
Gap is surfacing and sharing insights from the field
33,000 Employees across 1,014 Stores
In every retail location and bac...
Single
Point of
Interaction
ERP
CRM
Consumer A
Consumer A
Customer Highlights
Salesforce for Retail
Connected customer pla...
Salesforce for Retail
Connected customer platform
Single
Point of
Interaction
ERP
CRM
Consumer A
Consumer A
Mark Lewis
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
Salesforce1 World Tour London: Retail: Not just bricks & clicks
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Salesforce1 World Tour London: Retail: Not just bricks & clicks

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With the profound changes the retail industry is currently undergoing, the evolution of retail customer service from bricks and mortar to true omni-channel is not a simple one. How are retail organisations transforming to meet the needs of the modern digital multi-channel shopper?

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Salesforce1 World Tour London: Retail: Not just bricks & clicks

  1. 1. Beyond Omni-Channel Salesforce1 World Tour – London May 2014 Matt Hopkins, Senior Director Retail Industry
  2. 2. Agenda 1.  Out of Control? 2.  Customer Experience 3.  Connected Customer
  3. 3. CustomerOperations Brand RETAIL – ERA OF CUSTOMER INNOVATION ‘Profitable Growth’ ‘Anywhere Retailing’ ‘Global, Personal’ Real-time, event driven
  4. 4. Customers are in Control: Are YOU Ready? *2012 Forbes secret shopper study of 10,000 companies “Many store visits don’t lead to sales and do not build a relationship between the retailer and the customer.” “What if you could seamlessly connect the online and offline worlds, providing your customers with a true all-channel experience?” “47% of customers highlight poor knowledge of store associates as the most disliked experience when in a store” “85% of retailers cannot customize a store visit due to lack of information about the customer.”
  5. 5. Social media 1:1 marketing Personal content cross-device Register Target offer Regular spender Upsell/X-sell Reward loyalty Service Recommend Anonymous Brand Advocate Customer purchase paths Solve to customer experience Register
  6. 6. Service Socia l Web Email Mobile Store Customer Experience Connected Retail Connected Store Connected Employee Connected Devices Connected Supply Chain Connected Merchandise Engagement
  7. 7. •  Social Marketing to listen to customers with radian6 •  Manage Global Facebook page with Buddy Media •  Manage customer service issues raised on Twitter Burberry is a Customer Retailer •  Customer Profiles for 10M customers with social integration •  Burberry World Platform connects 7,500 employees and 417 stores to complete customer information on chatter
  8. 8. •  Seamlessly scaled to meet demand (92K daily visits, 55K daily votes) as massive PR wave crested after launch. Walmart Hits a Homerun with Heroku •  Social site, with embedded video where 4,000+ entrepreneurs pitched their products to Walmart and the public •  Integrated with Twitter, Pinterest, and Facebook for social sharing
  9. 9. Gap is surfacing and sharing insights from the field 33,000 Employees across 1,014 Stores In every retail location and back office, on desktops and mobile devices Faster response to market changes and customer needs A more engaged workforce
  10. 10. Single Point of Interaction ERP CRM Consumer A Consumer A Customer Highlights Salesforce for Retail Connected customer platform
  11. 11. Salesforce for Retail Connected customer platform Single Point of Interaction ERP CRM Consumer A Consumer A
  12. 12. Mark Lewis
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