Seventy-five percent of customers are more loyal and spend more due to positive customer service experiences. Learn how marketers can leverage customer service insights to more effectively target and influence their audiences.

1. Track: Salesforce for Marketers
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A Marketer’s Secret Weapon:
The Customer Service Experience
Bobby Amezaga
Director, Salesforce Service Cloud Product Marketing

2. Track: Salesforce for Marketers
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Satisfied customers are loyal and spend more
75%
have spent more due to
Positive Customer Service interactions
Source: American Express-Echo 2012 Global Customer Service Barometer

3. Track: Salesforce for Marketers
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Social  Mobile  Connected  Cloud
Embed Service Everywhere
Provide Frictionless Service
Transform Your Support Organization

4. Track: Salesforce for Marketers
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Customer service is the new
marketing.

5. Track: Salesforce for Marketers
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It’s now harder to execute on key marketing priorities
Lack of
Brand Loyalty
Too much data to
segment
Increase in Social
Traffic
Meaningful Segmentation Social Customer Service Community Engagement

6. Track: Salesforce for Marketers
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Make customer service your
competitive advantage.

7. Track: Salesforce for Marketers
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The Salesforce1 Customer Platform
Bringing Service and Marketing together for Shared Insights
Transform your sales,
service, & marketing
Connect all your apps
Connect all your devices
Connect all your customer data
Segment Meaningfully
Engage Socially
Connect to your Brand
Sales
Cloud
Service
Cloud
ExactTarget
Marketing
Cloud
AppExchange

8. Track: Salesforce for Marketers
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A Marketer’s Secret Weapon:
The Customer Service Experience
Segment Meaningfully
Engage Socially
Connect to your Brand

9. Track: Salesforce for Marketers
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Segment your audience with meaningful service metrics
Segment intelligently with service dimensions
Improve customer experience by taking targeted
action
Leverage insights with complete system
integration

10. Track: Salesforce for Marketers
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A Marketer’s Secret Weapon:
The Customer Service Experience
Segment Meaningfully
Engage Socially
Connect to your Brand

11. Track: Salesforce for Marketers
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Engage socially on customers’ preferred channels
Be part of a 2-way conversation
Delight with a 360 view of the customer
Incorporate customer feedback

12. Track: Salesforce for Marketers
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A Marketer’s Secret Weapon:
The Customer Service Experience
Segment Meaningfully
Engage Socially
Connect to your Brand

13. Track: Salesforce for Marketers
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Harness the power of connections with communities
Delight with an effortless service experience
Build relationships for continued engagement
Drive brand loyalty

14. Track: Salesforce for Marketers
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Jonie Haberek
VP, CRM
Jefferson Allen
VP, Marketing

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Questions?

16. Track: Salesforce for Marketers
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Take the after-session survey!
Take the Survey in
the Connections
2014 Mobile App
Join the
Conversation!
#CNX1
4
$50
Starbucks
Gift Card

17. Track: Salesforce for Marketers
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CUSTOMER JOURNEY
SHOWCASE
MARKETING
THOUGHT LEADERS
EMAIL MARKETING PRODUCT STRATEGY
& ROADMAP
PERSONAL
TRANSFORMATION
& GROWTH
SOCIAL MARKETING MOBILE & WEB
MARKETING
DEVELOPERS HANDS-ON
TRAINING
INDUSTRY
TRENDSETTERS
CREATIVITY &
INNOVATION
SALESFORCE FOR
MARKETERS
ROUNDTABLES

18. Track: Salesforce for Marketers
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19. Track: Salesforce for Marketers
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