Email In the Age of the Connected Consumer

1. Blake Miller
Director of Product Marketing
@bblakemiller
Email in the Age
of the Connected Customer
Email Insider Summit

2. State of the Connected Customer Overview
How to Reach the Connected Customer
Today’s Agenda

3. Information-Savvy Customers Now Control the Marketplace
Percentage of Consumers Who Strongly Agree or Agree with Each Statement
​Tech has made it easier than ever
before to take my business elsewhere
​I feel significantly more empowered as
a consumer than I did five years ago
​Tech is redefining my
behavior as a customer

4. The Culture of Immediacy Drives Mobile First Expectations
​
Smartphones have become ubiquitous for
the modern-day customer.
​of consumers expect companies
to respond and interact with them
in real time.
​64%
B
B

5. Customers Want to Be Treated Like People, Not Numbers
​Of consumers say they’re extremely
or somewhat likely to switch brands
If they feel like they’re treated like a
number rather than an individual
​66%
Banking Healthcare Travel Agent

6. New Data-Sharing Attitudes Spark Next Era of
Personalization
Natural Language
Processing
Machine
Learning
Predictive
Recommendations
Deep
Learning
Marc Benioff
Parker Harris

7. Smarter Use of Customer Information Expands Opportunities
for Sales
Percentage of Consumers Who Say It’s Absolutely Critical or Very
Important to Interact with a Salesperson Who…
​Doesn’t try to sell them products
they don’t need
​Is focused on helping achieve their
needs, not just on making a quick sale
​Is available when they need them
​Treats them as a valued customer
​Understands their preferences or needs

8. Fast, Personal Service Is Directly Linked to Customer
Loyalty
Your Company Your Customers
BillionsThousands
This week is wide open.
Great - I need to see
someone today
of Calls of Messages

9. Reaching the
Connected Customer

10. Put Customers at the Center of Your Business

11. Embrace the Culture of Immediacy
Tracks food
and activity Member engages
with the program
online Coaching SMS
Mobile
onboarding
assessment
Engagement
email

12. Get Smart About Personalization

13. The email address is the key to
connecting digital channels
Email is the Key to Success
Learn from email campaign history
and leverage subscriber data

14. Don’t Fear Disruption — Become a Disruptor
Personal Recommendations
Personal Expertise
Personal Service
n
et
fli
x
Anonymous Consumer
Transactions
Identifiable Customer
Journeys

15. Get the State of the Connected Customer Now
​Or, if you’d like to hear more about how Salesforce can connect you with connected
customers, schedule a demo at: salesforce.com/marketing-cloud
marketingcloud.com/state-of-connected-customer

16. Thank Y u