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Sales
CommunityApps
Analytics
	
  	
  
	
  	
  
	
  	
  
MAKING
@jkrohrs
MOMENTS
MATTER
JEFFREY K. ROHRS
VP, MARKETING INSIGHTS - SALESFORCE
@JKROHRS
The journey
of a thousand
miles begins
with a single
step.
− Lao-Tzu
86% of senior-level marketers
agree that it is important to create
cohesive customer journeys.
But only 17% have integrate...
The customer journey is comprised
of thousands of moments.
Awareness
Consideration
Purchase
Retention
Advocacy
Would you get a tattoo of a sandwich in
exchange for 25% off of food AND alcohol for
life from your favorite restaurant?
T...
Moments matter.
A career & cottage industry made from
a moment that everyone overlooked
OPTIMIZE
KNOWN
MOMENTS
UNCOVER
HIDDEN
MOMENTS
CREATE
NEWMOMENTS
MAKE
THE
SALE
BUILD
YOUR
AUDIENCE
INCREASE
BRAND
LOYALTY
CONNECTIVITYMOBILE
SOCIAL DATA
CONNECTIVITY
SOCIAL DATA
4.55BILLIONeMarketer Dec 2013
SOCIAL DATA
50BILLION Cisco 2014
4.55BILLIONeMarketer Dec 2013
DATA
50BILLION Cisco 2014
4.55BILLIONeMarketer Dec 2013
73%Pew Research Sept 2013
50BILLION
4.55BILLIONeMarketer Dec 2013
73%Pew Research Sept 2013
7%
1% IDC May 2014
34%
Cisco 2014
CONNECTIVITYMOBILE
SOCIAL DATA
MOMENT MAKERS
MAKE
THE
SALE
BUILD
YOUR
AUDIENCE
INCREASE
BRAND
LOYALTY
WWW.AUDIENCEPRO.COM
AUDIENCES ARE ASSETS
In your company, is marketing viewed
as an asset generator or a cost center?
Text VOTE and your answer to 56237
VOTE 1 = C...
THE AUDIENCE
IMPERATIVEUSE YOUR PAID, OWNED & EARNED MEDIA
NOT ONLY TO SELL IN THE SHORT TERM BUT
ALSO TO INCREASE THE SIZ...
ALL MARKETING IS NOW DIRECT
@JKROHRS
OPTIMIZE
KNOWN
MOMENTS
UNCOVER
HIDDEN
MOMENTS
CREATE
NEWMOMENTS
OPTIMIZE
KNOWN
MOMENTS
A moment that transforms fans into stars…
…and storytellers
And brands into viral memes.
A moment that yields 15K+ email
subscribers per week ($450K value/wk)
A moment that fill seats & increases
share of wallet.
RESPONSIVE,
PERSONAL
MOMENTS
•  <30 seconds opt-in
to receipt
•  18% CTR boost
•  11-15% revenue lift
on design
•  12-18% ...
200K+ Entries in 60s
5.4M Hashtag Uses
2.6B TW Impressions
+211K TW Followers
12x Web TrafficA moment that transforms pass...
OPTIMIZE
KNOWN
MOMENTS
UNCOVER
HIDDEN
MOMENTS
@JKROHRS
A moment that generates “Super” sales
and a proprietary audience.
$35 Online Sale
Transformed
into $800
In-Store Upsell
A moment to connect, serve & upsell.
A moment to network, increase reach &
build an audience of business travelers.
UNCOVER
HIDDEN
MOMENTS
CREATE
NEWMOMENTS
A moment to steal the sale &
increase customer loyalty.
A moment to connect with
the customer in entirely new ways.
A moment to provide real-time inventory,
increase sales, boost customer sat. &
uncover new product opportunities.
The customer journey is comprised
of thousand of moments.
MAKE
THE
SALE
BUILD
YOUR
AUDIENCE
INCREASE
BRAND
LOYALTY
OPTIMIZE
KNOWN
MOMENTS
UNCOVER
HIDDEN
MOMENTS
CREATE
NEWMOMENTS
CONNECTIVITYMOBILE
SOCIAL DATA
MOMENT MAKERS
MOMENTS MAKE THE JOURNEY
@JKROHRS
Do you now have a specific
moment in mind that you can optimize,
uncover or create to help your brand?
Text VOTE and your ...
JEFFREY K. ROHRS
VP, MARKETING INSIGHTS - SALESFORCE
@JKROHRS
WWW.AUDIENCEPRO.COM
Sales
CommunityApps
Analytics
	
  	
  
	
  	
  
	
  	
  
Text SURVEY to 56237
Follow the feedback link for a chance to win...
Sales
CommunityApps
Analytics
	
  	
  
	
  	
  
	
  	
  
MAKING
@jkrohrs
MOMENTS
MATTER
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
Salesforce: The Customer Success Platform - Rohrs Making Moments Matter
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Salesforce: The Customer Success Platform - Rohrs Making Moments Matter

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Salesforce: The Customer Success Platform - Rohrs Making Moments Matter - Salesforce World Tour London 2015

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Salesforce: The Customer Success Platform - Rohrs Making Moments Matter

  1. 1. Sales CommunityApps Analytics            
  2. 2. MAKING @jkrohrs MOMENTS MATTER
  3. 3. JEFFREY K. ROHRS VP, MARKETING INSIGHTS - SALESFORCE @JKROHRS
  4. 4. The journey of a thousand miles begins with a single step. − Lao-Tzu
  5. 5. 86% of senior-level marketers agree that it is important to create cohesive customer journeys. But only 17% have integrated customer data across their companies to enable these journeys. -  State of Marketing Leadership Report 2014 Salesforce & LinkedIn
  6. 6. The customer journey is comprised of thousands of moments.
  7. 7. Awareness
  8. 8. Consideration
  9. 9. Purchase
  10. 10. Retention
  11. 11. Advocacy
  12. 12. Would you get a tattoo of a sandwich in exchange for 25% off of food AND alcohol for life from your favorite restaurant? Text VOTE and your answer to 56237 VOTE 1 = Yes VOTE 2 = No
  13. 13. Moments matter.
  14. 14. A career & cottage industry made from a moment that everyone overlooked
  15. 15. OPTIMIZE KNOWN MOMENTS UNCOVER HIDDEN MOMENTS CREATE NEWMOMENTS
  16. 16. MAKE THE SALE BUILD YOUR AUDIENCE INCREASE BRAND LOYALTY
  17. 17. CONNECTIVITYMOBILE SOCIAL DATA
  18. 18. CONNECTIVITY SOCIAL DATA 4.55BILLIONeMarketer Dec 2013
  19. 19. SOCIAL DATA 50BILLION Cisco 2014 4.55BILLIONeMarketer Dec 2013
  20. 20. DATA 50BILLION Cisco 2014 4.55BILLIONeMarketer Dec 2013 73%Pew Research Sept 2013
  21. 21. 50BILLION 4.55BILLIONeMarketer Dec 2013 73%Pew Research Sept 2013 7% 1% IDC May 2014 34% Cisco 2014
  22. 22. CONNECTIVITYMOBILE SOCIAL DATA MOMENT MAKERS
  23. 23. MAKE THE SALE BUILD YOUR AUDIENCE INCREASE BRAND LOYALTY
  24. 24. WWW.AUDIENCEPRO.COM
  25. 25. AUDIENCES ARE ASSETS
  26. 26. In your company, is marketing viewed as an asset generator or a cost center? Text VOTE and your answer to 56237 VOTE 1 = Cost Center VOTE 2 = Asset Generator
  27. 27. THE AUDIENCE IMPERATIVEUSE YOUR PAID, OWNED & EARNED MEDIA NOT ONLY TO SELL IN THE SHORT TERM BUT ALSO TO INCREASE THE SIZE, ENGAGEMENT & VALUE OF YOUR PROPRIETARY AUDIENCES OVER THE LONG TERM.
  28. 28. ALL MARKETING IS NOW DIRECT @JKROHRS
  29. 29. OPTIMIZE KNOWN MOMENTS UNCOVER HIDDEN MOMENTS CREATE NEWMOMENTS
  30. 30. OPTIMIZE KNOWN MOMENTS
  31. 31. A moment that transforms fans into stars…
  32. 32. …and storytellers And brands into viral memes.
  33. 33. A moment that yields 15K+ email subscribers per week ($450K value/wk)
  34. 34. A moment that fill seats & increases share of wallet.
  35. 35. RESPONSIVE, PERSONAL MOMENTS •  <30 seconds opt-in to receipt •  18% CTR boost •  11-15% revenue lift on design •  12-18% revenue lift on personalization
  36. 36. 200K+ Entries in 60s 5.4M Hashtag Uses 2.6B TW Impressions +211K TW Followers 12x Web TrafficA moment that transforms passive viewers into active amplifiers.
  37. 37. OPTIMIZE KNOWN MOMENTS
  38. 38. UNCOVER HIDDEN MOMENTS
  39. 39. @JKROHRS
  40. 40. A moment that generates “Super” sales and a proprietary audience.
  41. 41. $35 Online Sale Transformed into $800 In-Store Upsell A moment to connect, serve & upsell.
  42. 42. A moment to network, increase reach & build an audience of business travelers.
  43. 43. UNCOVER HIDDEN MOMENTS
  44. 44. CREATE NEWMOMENTS
  45. 45. A moment to steal the sale & increase customer loyalty.
  46. 46. A moment to connect with the customer in entirely new ways.
  47. 47. A moment to provide real-time inventory, increase sales, boost customer sat. & uncover new product opportunities.
  48. 48. The customer journey is comprised of thousand of moments.
  49. 49. MAKE THE SALE BUILD YOUR AUDIENCE INCREASE BRAND LOYALTY
  50. 50. OPTIMIZE KNOWN MOMENTS UNCOVER HIDDEN MOMENTS CREATE NEWMOMENTS
  51. 51. CONNECTIVITYMOBILE SOCIAL DATA MOMENT MAKERS
  52. 52. MOMENTS MAKE THE JOURNEY @JKROHRS
  53. 53. Do you now have a specific moment in mind that you can optimize, uncover or create to help your brand? Text VOTE and your answer to 56237 VOTE 1 = Yes VOTE 2 = No @JKROHRS
  54. 54. JEFFREY K. ROHRS VP, MARKETING INSIGHTS - SALESFORCE @JKROHRS
  55. 55. WWW.AUDIENCEPRO.COM
  56. 56. Sales CommunityApps Analytics             Text SURVEY to 56237 Follow the feedback link for a chance to win schwag!
  57. 57. Sales CommunityApps Analytics            
  58. 58. MAKING @jkrohrs MOMENTS MATTER

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