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Safe Harbour
Safe harbour statement under the Private Securities Litigation Reform Act of 1995:
This presentation may cont...
Sam Lasseter-Moore Director New Zealand
slassetermoore@salesforce.com
Future of Marketing Auckland
Now, any journey is pos...
Subtitle text
`
1M+
Service Hours
$80M+
Grants
24K+
Nonprofit Organizations
sharethemodel.org
1% Time 1% Equity 1% Product...
Who Killed 

Creativity
The Future
of Marketing
Beyond the 

Whiteboard
Agenda
#mcfom15
The Rise of the Connected Customer
Social: always-on engagement
Mobile: apps for everything
Cloud: real-time access
Data S...
The Customer Success Platform
Succeed with your customers on every step of the customer success journey
Ignite SP’sSIsCSMs...
The Customer Success Platform
Sales
Service
Marketing
Apps
Analytics
Community
Sales
Service
Marketing
Apps
Analytics
Community
The Blurring Lines of CRM
The Salesforce Marketing Cloud
Derek Laney
Head of Product Marketing
The Future is All About the Customer Journey
Connected experiences not commoditisation
Price Product Customer
Experience
#...
57%
Shift1

Self-guidedcustomer
learning
Shift2

Consultantandprocurement–led
purchasing
Shift3

Goodenoughpurchasing
Lear...
Its About Helping Not Just Selling
Next Generation Internet Platforms are Experience Lead
Providing Genuine Brand Utility
Putting the customer in the content
Create
Your Taste
Get The
Look
Race Your
Car
Complete
...
Engage at Every Step of the Customer Success Journey
Customer

Success
Apps Service CommunityAds Web Email Mobile Social G...
Michelle Anderson
GM Marketing
Acquisition
Awareness
Onboarding
Engagement
Advocacy
The Customer Success Journey
Customer

Success
The Customer Success Journey
Customer

Success
Jeremy Smith
VP Sales, ANZ
Increase Awareness with Personalized Advertising
Mass, impersonal
media
Personalized
media at scaleCustomer

Success
The Journey Starts Mobile
Print Radio TV Internet Mobile
4%
18%
11%
11%
37%
41%
24%
23%
24%
8%
25B+Opportunity in USA
Time...
Social.com: Digital Advertising at McDonald’s
“Create your taste” advertising
Reach real people across devices and
network...
Facebook & Twitter Ads

Securely reach real audiences across devices
Integrated with Journey Builder

1:1 interactions acr...
The Customer Success Journey
Customer

Success
The Customer Success Journey
Customer

Success
L’Oreal
Film
The Customer Success Journey
Customer

Success
The Customer Success Journey
Customer

Success
Onboard Customers with 1:1 Journeys
Offline onboarding of
anonymous users
Automated, online &
mobile onboarding
of known u...
Systems of Record
CustomerSuccessJourney
Journey Builder: 1:1 Customer Journeys at Mattel
Powering connected experiences with mobile
Map the shopper and user journ...
Introducing:
Next Generation Mobile
Blend the physical and digital world
Mobile Engagement SDK

Create connected customer ...
The Customer Success Journey
Customer

Success
The Customer Success Journey
Customer

Success
Engage Customers on Their Journey
Disconnected
marketing
experiences
Holistic customer
relationship
Customer

Success
Lucy Brindley
Mobile Specialist, Asia Pacific
Systems of Record
CustomerSuccessJourney
Predictive Intelligence: Personalization at Room & Board
“Complete your room” journey
Web Tagging

Track anonymous and kno...
The Customer Success Journey
Customer

Success
Chris Bassett
CRM Manager
The Customer Success Journey
Customer

Success
Drive Advocacy with Connected Social Media
Siloed social
Social native to
Marketing, Sales,
and Service
Customer

Success
Eddie Cliff
Social Specialist, Asia Pacific
Systems of Record
CustomerSuccessJourney
Social Studio: Social Marketing
Turn every customer into an advocate
Start discussions with published content
Listen to al...
Introducing:
Next Generation Social Studio
Connect your social interactions to CRM
Social Studio Analyze

Brand and custom...
The Customer Success Journey
Customer

Success
Now, any journey is possible.
Who Killed 

Creativity
The Future
of Marketing
Beyond the 

Whiteboard
Agenda
15-18 September 2015 

San Francisco
Register today at 

dreamforce.com
Sam Lasseter-Moore
Director New Zealand
Who Killed 

Creativity
The Future
of Marketing
Beyond the 

Whiteboard
Agenda
Karli Amber Smith
Principal Business Consultant
+
Business Vision
“Win over another one billion consumers around the
world by creating the cosmetic products that meet
the i...
Business Strategy & Goals
Customer Value Proposition – My Story
“If I gave you $100 and
asked you to spend it on make up or skin
care what would you spend it on?”
What People Said
80% said makeup
18-29 Years Old
What People Said
29-40 Years Old
80% said skincare
studio orange
“There is a lack of education”
studio orange
“We wish we knew the importance
of skin care earlier”
studio orange
“It’s confusing. Help us find 

the right products”
One Potential Value Proposition
“We help educate our customers and provide an
impeccable service, which creates brand advo...
They already do it!
Amplifying Expertise & Messaging
“Blurring The Lines Between Physical & Digital”
Through The Eyes Of A Customer
(Just one of those 1 Billion new ones L’Oreal are after)
Meet Me
• 40 years old
• I live in Newport NSW
• Am a Business Consultant
• Love a good drop of Vino
• Started to consider...
Current Journey
+
I decide to head into my local David Jones on my lunch break to
see what’s on offer. I’m short on time so need to make i...
+
Beth helps me with some of my questions I have about the
products then leaves me to browse which I do for another 10
min...
Current Journey
In Store Browse.
Karli heads in store to
browse. Does not buy and
remains an unknown
individual
Future Journey
Acquire
“To convert me into a subscriber, thereby increasing

the likelihood that I’ll become an actual purchaser”
+
I decide to head into my local David Jones on my lunch break to
see what’s on offer. I’m short on time so need to make i...
+
Beth helps me with some of my questions I have about the
products and offers me some samples to take home and trial, in
...
+
I’m feeling a little excited as I read the benefits
of being a Friend of Kiehl’s.
I love free samples and the 20% Off Vo...
Onboard
“To make me feel like I’m a part of the family, getting

the inside scoop on everything the brand has to offer”
+
My phone beeps as I’m walking out of David Jones, notifying me
that I have a new email.
It is a welcome from Kiehl’s whi...
+
Later that night, I re-open the email
and click on the 'Find the right
products for you’ link.
I’m taken to the Kiehl’s ...
+
I can see a bar at the top of the
screen which shows me how far
along the journey I am, which is
nifty and comforts me t...
+
Guided Preferences
I answer the questions and realise that
these are not things I’ve considered
previously when thinking...
+
Personal Information
Onto the last page I provide
information about my lifestyle and
excitedly push ‘Finish’. I’m dying ...
+
Personalised Web
Karli 3148
McDonald Public Relations
21/07/1978 Female
Educational	
  
content
Personalised	
  
content...
+
Personalised Web
One of my friends Mandi, sees the
post and is so interested in what she’s
learnt, that she seeks out th...
Engage
“To keep me happy by providing the content

I want, exactly when I want it”
+
Post Sample Email
A week after I was in store, I receive a follow up email asking what
I think about the sample products...
+
Post Purchase Email
I receive an order confirmation/e-receipt which includes next best
offer recommendations at the bott...
+
Delivery Notification SMS
On the morning of delivery day, I receive an SMS notifying me that
my products will be deliver...
+
eNewsletter
Over the coming months I continue to receive an e-newsletter from
Kiehl’s. I love the articles and education...
Retain
“To build long-lasting relationship between me and the brand”
+
Reactivation Push Message
It’s been over 6 months since I purchased from Kiehl’s. I’ve been active
on the website readin...
+
Awesome!
I head into the Kiehl’s store and find a
familiar face.
Beth brings up my profile and is able to
assist me quic...
+
Beth can see what communications I’ve
been sent as well as what I’ve been
looking at online. All information to help
mak...
The Path To Loyalty & Advocacy
In Store Sign Up.	
  
Karli heads in store to
browse, signs up to
receive free samples.
Wel...
Amber Gouzy
Marketing Consultant
The Relevancy Curve
Getting to your ideal state is a journey
Assessing Readiness
Examining your own customer journey
Who are my

current and future
customers?
How does my

strategy mo...
Christophe Eymery
Head of Digital, Australia & New Zealand
Beauty Advisor Reimagined
Makeup Genius is a Beauty Advisor in Your Pocket
Beauty Advisor Reimagined
Makeup Genius is a Beauty Advisor in Your Pocket
Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push
notification
Real time
try & buy
Content
updateInstall
Andrew & Gaia Grant
Authors: Who Killed Creativity
15-18 September 2015 

San Francisco
Register today at 

dreamforce.com
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
Future of Marketing - Auckland
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Future of Marketing - Auckland

  1. 1. Safe Harbour Safe harbour 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.
  2. 2. Sam Lasseter-Moore Director New Zealand slassetermoore@salesforce.com Future of Marketing Auckland Now, any journey is possible
  3. 3. Subtitle text ` 1M+ Service Hours $80M+ Grants 24K+ Nonprofit Organizations sharethemodel.org 1% Time 1% Equity 1% Product Celebrating 16 Years of Giving Back
  4. 4. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda #mcfom15
  5. 5. The Rise of the Connected Customer Social: always-on engagement Mobile: apps for everything Cloud: real-time access Data Science: 1:1 interactions Redefining customer engagement
  6. 6. The Customer Success Platform Succeed with your customers on every step of the customer success journey Ignite SP’sSIsCSMs ISVs Open Ecosystem People Complete CRM Apps Multitenant Cloud Platform Customer
 Success
  7. 7. The Customer Success Platform Sales Service Marketing Apps Analytics Community
  8. 8. Sales Service Marketing Apps Analytics Community The Blurring Lines of CRM
  9. 9. The Salesforce Marketing Cloud
  10. 10. Derek Laney Head of Product Marketing
  11. 11. The Future is All About the Customer Journey Connected experiences not commoditisation Price Product Customer Experience #1“Customer experience has overtaken price and product as the key brand differentiator” Customer2020
  12. 12. 57% Shift1
 Self-guidedcustomer learning Shift2
 Consultantandprocurement–led purchasing Shift3
 Goodenoughpurchasing Learn Define needs Assets Options Make decisions Result: The “1 of 3 Problem” CEB–TheChallengerSale B2B Buyers are Connected Pressure on Sellers
  13. 13. Its About Helping Not Just Selling Next Generation Internet Platforms are Experience Lead
  14. 14. Providing Genuine Brand Utility Putting the customer in the content Create Your Taste Get The Look Race Your Car Complete Your Room
  15. 15. Engage at Every Step of the Customer Success Journey Customer
 Success Apps Service CommunityAds Web Email Mobile Social Group Messaging Sales
  16. 16. Michelle Anderson GM Marketing
  17. 17. Acquisition Awareness Onboarding Engagement Advocacy The Customer Success Journey Customer
 Success
  18. 18. The Customer Success Journey Customer
 Success
  19. 19. Jeremy Smith VP Sales, ANZ
  20. 20. Increase Awareness with Personalized Advertising Mass, impersonal media Personalized media at scaleCustomer
 Success
  21. 21. The Journey Starts Mobile Print Radio TV Internet Mobile 4% 18% 11% 11% 37% 41% 24% 23% 24% 8% 25B+Opportunity in USA Time Spent Ad Spent Mobile
  22. 22. Social.com: Digital Advertising at McDonald’s “Create your taste” advertising Reach real people across devices and networks from one platform Easily create and test highly personalized and localized ads Automate and optimize campaigns to ensure maximum ROI
  23. 23. Facebook & Twitter Ads
 Securely reach real audiences across devices Integrated with Journey Builder
 1:1 interactions across devices Introducing: Active Audiences Trigger ads based on your CRM data Display Ad Networks
 Take your audiences anywhere
  24. 24. The Customer Success Journey Customer
 Success
  25. 25. The Customer Success Journey Customer
 Success
  26. 26. L’Oreal Film
  27. 27. The Customer Success Journey Customer
 Success
  28. 28. The Customer Success Journey Customer
 Success
  29. 29. Onboard Customers with 1:1 Journeys Offline onboarding of anonymous users Automated, online & mobile onboarding of known users Customer
 Success
  30. 30. Systems of Record CustomerSuccessJourney
  31. 31. Journey Builder: 1:1 Customer Journeys at Mattel Powering connected experiences with mobile Map the shopper and user journey Drive mobile app downloads Connect physical toy to digital experience Drive adoption and use of toys
  32. 32. Introducing: Next Generation Mobile Blend the physical and digital world Mobile Engagement SDK
 Create connected customer experiences SMS and MMS
 Manage urgent and personalized messages Group Messaging
 Connect on platforms like LINE and WeChat
  33. 33. The Customer Success Journey Customer
 Success
  34. 34. The Customer Success Journey Customer
 Success
  35. 35. Engage Customers on Their Journey Disconnected marketing experiences Holistic customer relationship Customer
 Success
  36. 36. Lucy Brindley Mobile Specialist, Asia Pacific
  37. 37. Systems of Record CustomerSuccessJourney
  38. 38. Predictive Intelligence: Personalization at Room & Board “Complete your room” journey Web Tagging
 Track anonymous and known web browsing behavior Predictive Algorithms
 Personalize product recommendations Native Content Blocks
 Drag and drop predictive content in Editor
  39. 39. The Customer Success Journey Customer
 Success
  40. 40. Chris Bassett CRM Manager
  41. 41. The Customer Success Journey Customer
 Success
  42. 42. Drive Advocacy with Connected Social Media Siloed social Social native to Marketing, Sales, and Service Customer
 Success
  43. 43. Eddie Cliff Social Specialist, Asia Pacific
  44. 44. Systems of Record CustomerSuccessJourney
  45. 45. Social Studio: Social Marketing Turn every customer into an advocate Start discussions with published content Listen to all brand and product mentions Participate in every relevant conversation Solve customer service issues

  46. 46. Introducing: Next Generation Social Studio Connect your social interactions to CRM Social Studio Analyze
 Brand and customer insights for every marketer Visual Web Coverage
 Facebook Video, Instagram, and YouTube Social Cases in Journey Builder
 Incorporate social care interactions into the customer journey
  47. 47. The Customer Success Journey Customer
 Success
  48. 48. Now, any journey is possible.
  49. 49. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda
  50. 50. 15-18 September 2015 
 San Francisco Register today at 
 dreamforce.com
  51. 51. Sam Lasseter-Moore Director New Zealand
  52. 52. Who Killed 
 Creativity The Future of Marketing Beyond the 
 Whiteboard Agenda
  53. 53. Karli Amber Smith Principal Business Consultant
  54. 54. +
  55. 55. Business Vision “Win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires”
  56. 56. Business Strategy & Goals
  57. 57. Customer Value Proposition – My Story
  58. 58. “If I gave you $100 and asked you to spend it on make up or skin care what would you spend it on?”
  59. 59. What People Said 80% said makeup 18-29 Years Old
  60. 60. What People Said 29-40 Years Old 80% said skincare
  61. 61. studio orange “There is a lack of education”
  62. 62. studio orange “We wish we knew the importance of skin care earlier”
  63. 63. studio orange “It’s confusing. Help us find 
 the right products”
  64. 64. One Potential Value Proposition “We help educate our customers and provide an impeccable service, which creates brand advocates and great customer stories”
  65. 65. They already do it!
  66. 66. Amplifying Expertise & Messaging “Blurring The Lines Between Physical & Digital”
  67. 67. Through The Eyes Of A Customer (Just one of those 1 Billion new ones L’Oreal are after)
  68. 68. Meet Me • 40 years old • I live in Newport NSW • Am a Business Consultant • Love a good drop of Vino • Started to consider using Botox – the Photoshop of real life
  69. 69. Current Journey
  70. 70. + I decide to head into my local David Jones on my lunch break to see what’s on offer. I’m short on time so need to make it quick. I start to look at some of the Kiehls products when I’m approached by a customer service assistant named Beth. Lunch Break Browsing
  71. 71. + Beth helps me with some of my questions I have about the products then leaves me to browse which I do for another 10 minutes or so before deciding I’ll come back when I have more time… Lunch Break Browsing
  72. 72. Current Journey In Store Browse. Karli heads in store to browse. Does not buy and remains an unknown individual
  73. 73. Future Journey
  74. 74. Acquire “To convert me into a subscriber, thereby increasing
 the likelihood that I’ll become an actual purchaser”
  75. 75. + I decide to head into my local David Jones on my lunch break to see what’s on offer. I’m short on time so need to make it quick. I start to look at some of the Kiehls products when I’m approached by a customer service assistant named Beth. Lunch Break Browsing
  76. 76. + Beth helps me with some of my questions I have about the products and offers me some samples to take home and trial, in exchange for signing up to the Friend’s of Kiehl’s club. “We would love to hear your feedback on our products, we will email you to find out your thoughts and also send you a 20% off online voucher” - Beth Lunch Break Browsing
  77. 77. + I’m feeling a little excited as I read the benefits of being a Friend of Kiehl’s. I love free samples and the 20% Off Voucher is an added incentive! I fill in my information, providing my name, email address and postcode. That was super quick and easy! Friends Of Kiehl’s Join Friends of Kiehl’s 
 Receive A 20% Off Voucher The Benefits Of Being Our Friend SIGN UP Karli Karli@gmail.com 2088
  78. 78. Onboard “To make me feel like I’m a part of the family, getting
 the inside scoop on everything the brand has to offer”
  79. 79. + My phone beeps as I’m walking out of David Jones, notifying me that I have a new email. It is a welcome from Kiehl’s which includes my 20% off online voucher. The email also educates me about the value and difference of using Kiehl’s products, plus provides a quick link to help me find the right products for me. Welcome Email Inbox (1) WELCOME KARLI, Find the right products for you > LJKTU67549! 20% OFF You are subscribed to “Friends of Kiehl’s” we will send you special offers, new products and event information. Download our app now!
  80. 80. + Later that night, I re-open the email and click on the 'Find the right products for you’ link. I’m taken to the Kiehl’s website where I’m presented with a few simple questions. Personal Information Karli 2088 Morris Public Relations 21/07/1976 Female 25%
  81. 81. + I can see a bar at the top of the screen which shows me how far along the journey I am, which is nifty and comforts me that this shouldn't take too long! Personal Information Karli 3148 McDonald Public Relations 21/07/1978 Female 50%
  82. 82. + Guided Preferences I answer the questions and realise that these are not things I’ve considered previously when thinking about my skin. Perhaps the Botox thoughts are a little premature and there may be products out there for me!
  83. 83. + Personal Information Onto the last page I provide information about my lifestyle and excitedly push ‘Finish’. I’m dying to know what products may be recommend for me & save me going under the needle – which may also result in a divorce.
  84. 84. + Personalised Web Karli 3148 McDonald Public Relations 21/07/1978 Female Educational   content Personalised   content Share On Social Network Wisdom Of The Crowd I’m presented with a personalised webpage which provides information about how to fix my skin conditions and also some products that may help. I decide to share one of the articles that educates younger females about how to to prevent skin damage, on Facebook. 
  85. 85. + Personalised Web One of my friends Mandi, sees the post and is so interested in what she’s learnt, that she seeks out the Kiehl’s Facebook Page and signs up to become a Friend of Kiehl’s  Friends of Kiehl’s SIGN UP Mandi mandi@gmail.com 2000 20% Friends of Kiehl’s
  86. 86. Engage “To keep me happy by providing the content
 I want, exactly when I want it”
  87. 87. + Post Sample Email A week after I was in store, I receive a follow up email asking what I think about the sample products. It also offers: • Buy now and get 2 day free delivery • Product benefit information • Recommendations for other products I’m so impressed with the samples that I buy the products online, plus end up buying more based on all the targeted recommendations. I also want to receive delivery notifications and mobile offers so opt in during the purchase. Inbox (1) Buy now. 2 day free delivery > What are the benefits? Don’t forget you receive free delivery and 20% off your first purchase with your discount code. Did you like the samples?
  88. 88. + Post Purchase Email I receive an order confirmation/e-receipt which includes next best offer recommendations at the bottom. It also includes key contact information just in case I have issues with delivery and need to reach out to the Kiehl’s team. Inbox (1) Moisturiser x 1: $39.95 Face scrub x 1: $29.95 Dermatitis x 1: $49.95 Total: $119.85 More Info
 Contact Congratulations Karli! Recommended Products
  89. 89. + Delivery Notification SMS On the morning of delivery day, I receive an SMS notifying me that my products will be delivered between 2-4pm. The delivery arrives as promised and as a pleasant surprise, includes some other samples for me to try plus some male samples for my Husband. ContactKiehl’sMessages Hi Karli, your Kiehl’s products will be delivered today between 1pm-5pm. Download our app to see your loyalty status: http:// bitly.com Text Message Send 100%ET 9:41 AM
  90. 90. + eNewsletter Over the coming months I continue to receive an e-newsletter from Kiehl’s. I love the articles and educational videos they share and regularly spend time on the Kiehl’s website reading about how to keep my skin youthful and healthy. Inbox (1) We care about your skin Download our app More articles > 1. Top 10 skin tips from our experts 2. What is the sun doing to your skin?
  91. 91. Retain “To build long-lasting relationship between me and the brand”
  92. 92. + Reactivation Push Message It’s been over 6 months since I purchased from Kiehl’s. I’ve been active on the website reading content, but haven’t made another purchase. I’m having lunch with a friend and when we walk past the local David Jones store, I receive a push notification from the Kiehl’s app that I’d downloaded when I first became a Friend of Kiehl’s. Mailbox Inbox Edit 1 Kiehl’s Kiehl’s VIP Special Offers Head into David Jones for our
 winter sale. Our experts are in
 store now providing free consultations until 4pm. Book Now
  93. 93. + Awesome! I head into the Kiehl’s store and find a familiar face. Beth brings up my profile and is able to assist me quickly & efficiently as she understands everything about me. Contact edit Local Store Store:
 David Jones
 Sydney City
 
 Open Hours: Mon – Fri: 9-9 Sat – Sun: 10-5 edit First: Karli Last: Morris
 Email: Karlimorris@hotmail.com Phone: 0417 854 945 Address: Raglan Street City/State: Mosman Sydney Postcode: 2088 History Next Best Offers Health:
 Itchy Scalp
 Dermatitis on hands Dry Skin Purchased:
 None
 Dermo Cream
 Moisturiser Men’s Shaving
 Cream Women’s Amino
 Shampoo KARLI SMITH
  94. 94. + Beth can see what communications I’ve been sent as well as what I’ve been looking at online. All information to help make that next sale! I buy a Fig Leaf Moisturiser & promise to be back next week - I want to bring in my Mum to meet Beth as she’ll want to meet and thank the woman who stopped me Botoxing my face! Affinity Graph Favourites & Recommendations Dry Skin Itchy Scalp Face Hair Mens Women Mobile App Web EMAIL Dermatologist
 Solution
 $91.00 Fig Leaf
 Mosituriser
 $40.00 KARLI SMITH
  95. 95. The Path To Loyalty & Advocacy In Store Sign Up.   Karli heads in store to browse, signs up to receive free samples. Welcome Email Receives automated welcome emails. Guided Preferences Karli heads to the site and selects her preferences in return for some help. Promotional Email Receives a relevant email with the samples she was given E-Receipt & Delivery SMS Email with recommendations & SMS notification about the delivery. In Store Service Receives personalised assistance in store based on her history with Kiehl’s. Special Offer Receives a push notification driving her
 to David Jones.Social Share Karli shares some content to her Facebook, drives friends to social sign up page.
  96. 96. Amber Gouzy Marketing Consultant
  97. 97. The Relevancy Curve Getting to your ideal state is a journey
  98. 98. Assessing Readiness Examining your own customer journey Who are my
 current and future customers? How does my
 strategy move customers 
 along that journey? How do I measure 
 the impact on our business goals? Where are they on their journey with 
 my brand?
  99. 99. Christophe Eymery Head of Digital, Australia & New Zealand
  100. 100. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket
  101. 101. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket
  102. 102. Customer Journey ShareOnboardAcquire Engage Try & Buy Push notification Real time try & buy Content updateInstall
  103. 103. Andrew & Gaia Grant Authors: Who Killed Creativity
  104. 104. 15-18 September 2015 
 San Francisco Register today at 
 dreamforce.com

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