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CX2016: Transform Retail Customer Engagement Across Every Channel

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In today’s connected world, every customer interaction matters. Hear first hand how The Land of Nod is leveraging data science, targeted content and personalized journeys as a vehicle for enhancing customer engagement through both on-line and in-store. Learn how to make the most of every shopper touchpoint to create loyal brand advocates.

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CX2016: Transform Retail Customer Engagement Across Every Channel

  1. 1. #CNX16 Transform Retail Customer Engagement Across Every Channel Featuring: Dwight Moore Sr. Director, Retail Industry Go To Market dwight.moore@salesforce.com @dwightpmoore
  2. 2. Forward-Looking Statements ​ Statement under the 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. 3. Goals for this session 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. 4. From B2C to Me2B ​ 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. 5. Retailers Have Invested in Systems of Record ​ Focused on internal operations, not engagement Systems of Record Supply Chain Merchandising HRInventoryeCommercePOSSystems of Record ?
  6. 6. ? Retailers Need a System 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. 7. The Salesforce Shopper Success 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. 8. #CNX16 Matt Ebbert CRM and Analytics Manager, Land of Nod
  9. 9. Personalized, data-driven marketing will become 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. 10. Relevance ​ Accurately addressing customers’ current needs and wants in an unobtrusive way
  11. 11. Creating Relevant Journeys Grows Relationships and Sales ​ Know Your Customer1 2 Use Predictive Intelligence
  12. 12. • Storage Bin • Baskets • Shelves • Toy Box This person 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. 13. Incorporating This Into our Journeys
  14. 14. Using Predictive Intelligence in Journeys
  15. 15. Site Personalization Direct Mail Digital Display Thinking Beyond E-mail ​ Your Customer’s Journey is not limited to e-mail, why is yours?
  16. 16. Key Takeaways: 1.  Know your customers’ needs intimately 2.  Relevant content trumps everything Putting It all Together
  17. 17. #CNX16 Solution Demonstration Matt Ebbert, CRM and Analytics Manager, Land of Nod Amelia Kleymann, Solutions Engineer, Salesforce
  18. 18. Connected Shoppers 1:1 everywhere to 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. 19. #CNX16 Questions?
  20. 20. What we learned Personalized shopper 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. 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. 22. Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA
  23. 23. Take the after-session survey! Take the Survey in the Connections 2016 Mobile App Join the conversation! #CNX16

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