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Show flow: Thursday, June 18, 8:30am
Show title: How Alex & Ani and Elizabeth Arden Focus on the Customer Experience
Time S...
How Alex & Ani and Elizabeth Arden
Focus on the Customer Experience
Steven Kostrzewski – Sr Director of Product Management...
[Retail	
  Video	
  Placeholder]	
  
How Alex & Ani and Elizabeth Arden Focus
on the Customer Experience
Steven Kostrzewski – Sr Director of Product Management...
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital
Every Brand Wants to Get Closer to Their Customers
​ Luxury
​ Food & Drug
​ Quick Service
Restaurants
​ Mass Merchants
​ D...
Digital Disruptors Have Upped the Ante
84% of shoppers reach for devices before, during or after store visits.
Shoppers pu...
Retailers Must Meet the New Normal
​ Personalized Experiences
Increasing competition
Flat growth, lower traffic
Experience v...
Personalized Experiences Require Engaged Associates
Collaborate
New operating model demands new skillset
Engage
Empowermen...
Disrupt or Be Disrupted
​ Personalize Retail Everywhere
New Business Models
Renting vs Buying
New Engagement Models
Digica...
Retailers Must Connect with Shoppers in a Whole New Way
Personalization
Everywhere
Personalize every
interaction across
ph...
​ But, managing the
social customer journey
has changed
dramatically…
Social Networks & Conversations Continue To Skyrocket
Major struggle
to stay on top of new conversations &
networks
Furthe...
The Role of the “Social Media Team” Has Fundamentally Changed
​ Evolution from Isolated Execution to Cross-Department Stra...
Operational Focus
of in-store shoppers
look for help
on a smartphone
80%
Retailers Have Invested in Systems of Record
​ Te...
Systems of
Engagement MobileCloud Social Data
Science
Retailers Need Shopper-centric
Systems of Engagement
Systems of
Reco...
In Store Engagement
Personalized In-store Shopping
Service
Personalized Service Everywhere
Analytics
Real-time Shopper Ins...
Complete
CRM AnalyticsCommunityMarketingServiceSales Apps
Cloud
Mobile
Social
Data Science
ERP
POS
MMS
eCommerce
PLM
HR
Co...
Marketing Cloud
​ The Platform for 1:1 Customer Journeys
​ Build a single view of the customer
​ Plan and optimize the cus...
The Only Social Customer Success Platform
Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital
Questions?
Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital
Our Panelists -
Ryan Bonifacino –
Chief Marketing Officer & SVP, Digital
Denna Singleton
Director, Global Digital
Audience Q&A
Blue Style Quote: Bold
statement or quote or statistic
related to the session can go
here
Goals – Presentation Overview
Topic 1 for discussion in
today’s presentation
Topic 2 for discussion in
today’s presentatio...
Blue Style: Example of a Slide with Bullet Points Only
•  Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Mauris...
White Style: Page setup w/ Image Placeholder
Praesent varius aliquet enim. Donec
interdum lectus a arcu hendrerit
venenati...
White Style: 2 Text Columns Paired with Images
This slide setup provides 2 columns of
text boxes that can be used with
acc...
Recap Slide
Takeaways that track
to the 3 items on the
Goals slide
Takeaways that track
to the 3 items on the
Goals slide
...
Take the after-session survey!
	
  
	
  
	
  
	
  
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Join Us For Dreamforce 2015
September 15-18, 2015 | San Francisco, CA
How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience
How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience
How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience
How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience
How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience
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How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience

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At the end of the day, it doesn’t matter if a customer is talking with your sales, customer service, or marketing teams around the globe - you need to deliver a consistent experience for that customer. How do retailers maintain their brand voice through periods of rapid growth? How do you ensure you have a consistent tone for customers across your social channels as well as the rest of your digital channels? ALEX AND ANI and Elizabeth Arden will detail their strategies for delivering an experience on social media that leaves their customers feeling beautiful and coming back for more.

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How ALEX AND ANI & Elizabeth Arden Focus on the Customer Experience

  1. 1. Show flow: Thursday, June 18, 8:30am Show title: How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Time Scene 08:15 Doors Open 08:30 - Start Video 1 – Salesforce Connected Retail Film 08:33 Welcome & Panelist Introductions 08:35 Slides 08:40 Moderated Q&A – Panel Discussion 09:00 Audience Q&A 09:08 Wrap-Up, Thank You & Close 09:10 Walking Off Stage
  2. 2. How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com
  3. 3. [Retail  Video  Placeholder]  
  4. 4. How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com Denna Singleton – Director, Marketing – Global Skincare for Elizabeth Arden Ryan Bonifacino – SVP, Digital for Alex & Ani
  5. 5. Safe Harbor Safe harbor 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.
  6. 6. Our Panelists - Ryan Bonifacino – Chief Marketing Officer & SVP, Digital Denna Singleton Director, Global Digital
  7. 7. Every Brand Wants to Get Closer to Their Customers ​ Luxury ​ Food & Drug ​ Quick Service Restaurants ​ Mass Merchants ​ Department Stores ​ Specialty
  8. 8. Digital Disruptors Have Upped the Ante 84% of shoppers reach for devices before, during or after store visits. Shoppers purchase at a 40% higher rate when digital is used in-store. Deloitte New Digital Divide, 2014
  9. 9. Retailers Must Meet the New Normal ​ Personalized Experiences Increasing competition Flat growth, lower traffic Experience vs. merchandise Shopper: “Know me & make it easy.” Retailer: “How do I keep pace?” Online, mobile, in-store Personalized & contextual Inspire & delight 75% of shoppers want retailers to use personal information to improve shopping experience. Forrester, How Customer Data Elevates Experiences, 2015
  10. 10. Personalized Experiences Require Engaged Associates Collaborate New operating model demands new skillset Engage Empowerment critical for meeting shopper expectations Simplify High attrition hurts customer journey ‌‌Source: Motorola, 2014 65% of associates want mobile devices to better serve shoppers
  11. 11. Disrupt or Be Disrupted ​ Personalize Retail Everywhere New Business Models Renting vs Buying New Engagement Models Digical revolution New Industry Clockspeed More change in 3 years than 50 $720M* Nordstrom Acquisition of Disruptors Hautelook & Trunk Club* ‌‌Source: Tech Crunch, Chicago Tribune
  12. 12. Retailers Must Connect with Shoppers in a Whole New Way Personalization Everywhere Personalize every interaction across physical & digital Super-charged Employees Harness proven, popular social & mobile tools Lightning-fast Innovation Quickly test & launch innovative ways to execute
  13. 13. ​ But, managing the social customer journey has changed dramatically…
  14. 14. Social Networks & Conversations Continue To Skyrocket Major struggle to stay on top of new conversations & networks Further complexities to reach your customers Deeper challenges to stand out from the crowd Increasingly difficult to find actionable insights
  15. 15. The Role of the “Social Media Team” Has Fundamentally Changed ​ Evolution from Isolated Execution to Cross-Department Strategy, Coordination, and Governance ​ Social teams evolve from “doing” to “enabling” Multiple departments, product lines, brands, and geos Increased interaction with agencies “Typically 13 different departments around the organization are seeing dedicated staff work on social initiatives.” Marketin g Sales Custome r Service Legal Source: Altimeter Group report, "The Evolution of Social Business", 2013.
  16. 16. Operational Focus of in-store shoppers look for help on a smartphone 80% Retailers Have Invested in Systems of Record ​ Technology Designed for Operations, not Engagement Systems of Record eCommercePOS Inventory Supply Chain Merchandising
  17. 17. Systems of Engagement MobileCloud Social Data Science Retailers Need Shopper-centric Systems of Engagement Systems of Record eCommercePOS Inventory Supply Chain Merchandising
  18. 18. In Store Engagement Personalized In-store Shopping Service Personalized Service Everywhere Analytics Real-time Shopper Insight Connected Operations Social Associate Journeys Apps Agile Retail Innovation Marketing Personalized Shopper Journeys The Shopper Success Platform ​ Connect to Shoppers in a Whole New Way, Personalize Retail
  19. 19. Complete CRM AnalyticsCommunityMarketingServiceSales Apps Cloud Mobile Social Data Science ERP POS MMS eCommerce PLM HR Connected IT Systems Trusted Multitenant Cloud Scalable Metadata Platform Open Ecosystem Salesforce Delivers the Shopper Success Platform Shoppers Associates Marketers Store Managers Merchants Vendors Connected Store Operations Clienteling Industry Solutions IT Sensor Integration Recruiting Employee Development Scheduling Loyalty Management Surveys & Reviews
  20. 20. Marketing Cloud ​ The Platform for 1:1 Customer Journeys ​ Build a single view of the customer ​ Plan and optimize the customer journey ​ Deliver personalized content across every channel and device ​ Measure the impact on your business Journeys Contacts Content Channels Analytics Apps
  21. 21. The Only Social Customer Success Platform
  22. 22. Our Panelists - Ryan Bonifacino – Chief Marketing Officer & SVP, Digital Denna Singleton Director, Global Digital
  23. 23. Questions?
  24. 24. Our Panelists - Ryan Bonifacino – Chief Marketing Officer & SVP, Digital Denna Singleton Director, Global Digital
  25. 25. Our Panelists - Ryan Bonifacino – Chief Marketing Officer & SVP, Digital Denna Singleton Director, Global Digital
  26. 26. Audience Q&A
  27. 27. Blue Style Quote: Bold statement or quote or statistic related to the session can go here
  28. 28. Goals – Presentation Overview Topic 1 for discussion in today’s presentation Topic 2 for discussion in today’s presentation Topic 3 for discussion in today’s presentation 1 2 3
  29. 29. Blue Style: Example of a Slide with Bullet Points Only •  Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Mauris eu ligula eu nisl mollis eleifend. Quisque diam urna •  Praesent varius aliquet enim. Donec interdum lectus a arcu hendrerit venenatis. Mauris lobortis, risus quis rutrum fringilla, velit nunc fermentum mauris •  Pellentesque tortor elit, imperdiet vel, cursus sed, aliquet et, risus. Nulla vulputate nunc sed ligula. In hac habitasse platea
  30. 30. White Style: Page setup w/ Image Placeholder Praesent varius aliquet enim. Donec interdum lectus a arcu hendrerit venenatis. Mauris lobortis, risus quis rutrum fringilla, velit nunc fermentum mauris. Pellentesque tortor elit, imperdiet vel, cursus sed, aliquet.
  31. 31. White Style: 2 Text Columns Paired with Images This slide setup provides 2 columns of text boxes that can be used with accompanying images or text only. Screenshots can be placed within devices. Logos, graphics or photos can be used to make your point.
  32. 32. Recap Slide Takeaways that track to the 3 items on the Goals slide Takeaways that track to the 3 items on the Goals slide Takeaways that track to the 3 items on the Goals slide 1 2 3
  33. 33. Take the after-session survey!         Take  the  Survey  in  the   Connec9ons  2015   Mobile  App   Join  the   Conversa9on!   #CNX15   $50   Starbucks   GiJ  Card  
  34. 34. Join Us For Dreamforce 2015 September 15-18, 2015 | San Francisco, CA

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