Grant Munro (Speaker) Senior Vice President, Shutterstock Custom, Shutterstock
With increased digital media consumption, comes increased expectations. Brands are challenged on a daily basis to share engaging visual media across all social channels. In this imagery-driven environment, we have seen video come out on top as the most valued type of content. While video is expected to continue to grow, another major consideration is the increased importance of personalization. Personalization requires brands to look at content differently. How do you scale the required content while meeting the personalization needs that brands are looking for? This talk will discuss strategies that brands are using to localize and personalize content as it becomes an increasingly crucial element of consumer engagement and loyalty.
The Future of marketing isn't the same for everyone. In this presentation, we'll dig into two different futures. The near term future as demonstrated by what current high performers are doing, and the distant future and what you need to prepare for.
10 Digital Marketing Trends covering different tools to help digital marketers in 2015. Presented by Dave Chaffey at the Smart Insights Digital Impact conference.
The world is ever-changing, and technology is taking the lead. Today, everything goes digital - amusement, health, property, banking and even currencies. This is, however, comprehensible. In North America alone, eighty nine of the population is on-line (subscription required).
Webinar slides from webinar with Crimson Hexagon. Topics covered were social listening, audience intelligence, paid social, influencer marketing and media relations.
The Challenges of a Rapidly Changing Local MarketplaceLocalogy
Local Search Association VP of Strategy & Insights Greg Sterling's remarks during the Search and Information Industry Association's (SIINDA) "Making Transactions Happen" event in Munich.
Grant Munro (Speaker) Senior Vice President, Shutterstock Custom, Shutterstock
With increased digital media consumption, comes increased expectations. Brands are challenged on a daily basis to share engaging visual media across all social channels. In this imagery-driven environment, we have seen video come out on top as the most valued type of content. While video is expected to continue to grow, another major consideration is the increased importance of personalization. Personalization requires brands to look at content differently. How do you scale the required content while meeting the personalization needs that brands are looking for? This talk will discuss strategies that brands are using to localize and personalize content as it becomes an increasingly crucial element of consumer engagement and loyalty.
The Future of marketing isn't the same for everyone. In this presentation, we'll dig into two different futures. The near term future as demonstrated by what current high performers are doing, and the distant future and what you need to prepare for.
10 Digital Marketing Trends covering different tools to help digital marketers in 2015. Presented by Dave Chaffey at the Smart Insights Digital Impact conference.
The world is ever-changing, and technology is taking the lead. Today, everything goes digital - amusement, health, property, banking and even currencies. This is, however, comprehensible. In North America alone, eighty nine of the population is on-line (subscription required).
Webinar slides from webinar with Crimson Hexagon. Topics covered were social listening, audience intelligence, paid social, influencer marketing and media relations.
The Challenges of a Rapidly Changing Local MarketplaceLocalogy
Local Search Association VP of Strategy & Insights Greg Sterling's remarks during the Search and Information Industry Association's (SIINDA) "Making Transactions Happen" event in Munich.
Patrick Dolan (Speaker) President & COO, IAB
In February the IAB released its second annual “IAB 250 Direct Brands to Watch” report identifying the top direct-to-consumer brands that are disrupting their industries and driving positive change in the U.S. consumer economy. This session will provide a deep dive into the report’s findings including emerging trends in marketing, advertising and data usage as well as ways traditional brands can leverage new techniques to drive growth.
A quick audience analysis of those discussing topics related to digital transformation and the evolution of business in 2019.
#digitaltransformation #businesstransformation
Seth Yates (Speaker) Speaker-Yesler
Are you a B2B girl living in a B2C world? (That’s how the Madonna song goes, right?) When researching social media data, strategies, and content inspiration, you’ll almost exclusively find examples from the B2C world. But, what if you’re a B2B marketer? The same strategies to sell a cell phone to an 18 year old customer just don’t work when trying to sell cloud solutions in a more complex buyer’s journey. In this session, we’ll take a look at the latest industry reports and trends to see how B2B marketers are utilizing social media, what channels they utilize, and where they are finding success to drive results.
A presentation on audience and social data and how it can create brand relevance. #SMWTO - Social Media Week Toronto 2018.
- Social Media Marketing
- Social Media Strategy
- Brand Relevance
Nick Dujnic (Speaker) VP Marketing, LiveIntent
Description
There has been much hoopla raised around the impending Cookie Apocalypse, which promises to leave the digital advertising ecosystem in a Mad Max, “Welcome to the Thunderdome-esque” struggle for survival. Google is cracking down on third-party cookies, Apple’s making anti-tracking updates, and Facebook is letting users clear their histories, sending marketers scurrying to figure out how to move forward with less data available for advertising. But as with many things that scare us - like ghosts, death, and Nicolas Cage - the source of the fear comes from a lack of understanding. New digital channels and regulations are added all of the time, but the one thing that does not change is the importance of knowing your audience. Contextual audience profiling, where marketers can smartly and quickly identify the key marketing-personas in their audience will drive meaningful and relevant content creation, and content that is also GDPR-safe for targeting. Once marketers create audience-specific content, then they can use the channel and format du jour using the most relevant platform available to them. Nick Dujnic will share what marketers can do to prepare for a world without cookies, and why the email address is likely to emerge as the most consistent, important channel in the digital marketing mix.
Intro to Digital Marketing - ClickZ Live Hong Kong 2014MWI Hong Kong
Slides from Joshua Steimle's presentation at ClickZ Live Hong Kong on digital marketing fundamentals. A high level view of SEO, social media, and online PR. Includes case studies and actionable tips based on Steimle's experience as a writer for Forbes and other publications.
10 Marketing Trends to watch in 2011. As the marketing landscape continues to evolve with new technologies and customer touchpoints, marketers need to be armed with knowledge and prepared to adapt as well.
These are the 10 trends marketers might want to pay attention to in the coming months.
Hootsuite - Digital Transformation: The Role of Social in the EnterpriseCheong Hui Ling
As part of our #HootBreakfast event, Jaime Stein, Customer Success Executive of Hootsuite, delivered a presentation on Digital Transformation: The Role of Social in the Enterprise.
eMarketer Webinar: Key Digital Trends for 2011eMarketer
Join eMarketer Principal Analysts Noah Elkin, Debra Aho Williamson and David Hallerman to learn about key digital trends for 2011 in this eMarketer webinar.
http://ow.ly/hsc9k, Each year, we check in with some of the top community managers in the industry and ask them about emerging trends, and business value to their company. Thanks to all the professionals that participated. Let’s start with an overview:
Top 10 Digital Transformation Trends for 2017Daniel Newman
Digital transformation reshapes every aspect of a business. As digital technology continues to evolve, I believe that successful digital transformation will require careful collaboration, thoughtful planning, and the inclusion of every department.
During recent years, we’ve seen shifts in how traditional leadership roles operate, as silos break down and the scopes of various roles widen and change. Digital transformation has morphed from a trend to a central component of modern business strategy.
In this keynote, Zena focuses on 3 Key 2013 Trends:
1) Real Time Marketing
2) Creating Youtility Through Care, Context & Creativity
3) Empowering Employees & Fans
In our current social and political landscape, ‘Fake News’ has dominated the global conversation, but how do we recognize what is mis- and disinformation? And how can we contain it?
In this webinar, we take a closer look at this pressing issue, and how to use technology to mitigate the effects of misinformation and fight distrust.
"Disruption is no longer disruptive. It's normal". Slides from my keynote in Gothenberg, Sweden, where I discuss the future of customer relationships, marketing technology and domestic robots!
Digital Marketing Megatrends - Breaking Taboos and NormsGeorgiana Ghiciuc
It’s that time of the year again when we look back at 2017, gaze at the things that impacted the digital marketing scenario, and look ahead into what the future holds. We predict that 2018 will bring bigger, bolder changes to the world of digital marketing.
Break taboos and norms with our 10 digital marketing megatrends for 2018. Check them out, and you might have a chance of survival in the digital marketing “sharktank”.
In an 'always on' world where channel-surfing B2B customers demand real-time responses - no matter where they are - what is the optimal role of social media marketing? Roxane Divol, a partner and leader of McKinsey's Marketing & Sales Practice, addressed this question at the ITSMA Marketing Leadership Forum and demystified the emerging role of marketing as a driver of social technologies. She also discussed the tactics and strategies B2B marketers should use to access the touchpoints and datastreams that reinforce the social consumer decision journey. This presentation provides insights into how, when, and where social media influences and uniquely engages customers, as well as current best practices for developing, launching, and demonstrating the financial impact of social media campaigns. More: http://mckinseyonmarketingandsales.com/topics/b-to-b
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...Jerod Powell
Digital Transformation, 3rd Platform, And Disruptive IT - What You Need To Know To Be Successful: Transform Or Die, That Simple.
In this Presentation, Jerod Powell, CEO of INFINIT Consulting is going to shed some light on why some partners are highly successful in the cloud and era of the 3rd platform and why some are seemingly stuck and dying a slow death.
Patrick Dolan (Speaker) President & COO, IAB
In February the IAB released its second annual “IAB 250 Direct Brands to Watch” report identifying the top direct-to-consumer brands that are disrupting their industries and driving positive change in the U.S. consumer economy. This session will provide a deep dive into the report’s findings including emerging trends in marketing, advertising and data usage as well as ways traditional brands can leverage new techniques to drive growth.
A quick audience analysis of those discussing topics related to digital transformation and the evolution of business in 2019.
#digitaltransformation #businesstransformation
Seth Yates (Speaker) Speaker-Yesler
Are you a B2B girl living in a B2C world? (That’s how the Madonna song goes, right?) When researching social media data, strategies, and content inspiration, you’ll almost exclusively find examples from the B2C world. But, what if you’re a B2B marketer? The same strategies to sell a cell phone to an 18 year old customer just don’t work when trying to sell cloud solutions in a more complex buyer’s journey. In this session, we’ll take a look at the latest industry reports and trends to see how B2B marketers are utilizing social media, what channels they utilize, and where they are finding success to drive results.
A presentation on audience and social data and how it can create brand relevance. #SMWTO - Social Media Week Toronto 2018.
- Social Media Marketing
- Social Media Strategy
- Brand Relevance
Nick Dujnic (Speaker) VP Marketing, LiveIntent
Description
There has been much hoopla raised around the impending Cookie Apocalypse, which promises to leave the digital advertising ecosystem in a Mad Max, “Welcome to the Thunderdome-esque” struggle for survival. Google is cracking down on third-party cookies, Apple’s making anti-tracking updates, and Facebook is letting users clear their histories, sending marketers scurrying to figure out how to move forward with less data available for advertising. But as with many things that scare us - like ghosts, death, and Nicolas Cage - the source of the fear comes from a lack of understanding. New digital channels and regulations are added all of the time, but the one thing that does not change is the importance of knowing your audience. Contextual audience profiling, where marketers can smartly and quickly identify the key marketing-personas in their audience will drive meaningful and relevant content creation, and content that is also GDPR-safe for targeting. Once marketers create audience-specific content, then they can use the channel and format du jour using the most relevant platform available to them. Nick Dujnic will share what marketers can do to prepare for a world without cookies, and why the email address is likely to emerge as the most consistent, important channel in the digital marketing mix.
Intro to Digital Marketing - ClickZ Live Hong Kong 2014MWI Hong Kong
Slides from Joshua Steimle's presentation at ClickZ Live Hong Kong on digital marketing fundamentals. A high level view of SEO, social media, and online PR. Includes case studies and actionable tips based on Steimle's experience as a writer for Forbes and other publications.
10 Marketing Trends to watch in 2011. As the marketing landscape continues to evolve with new technologies and customer touchpoints, marketers need to be armed with knowledge and prepared to adapt as well.
These are the 10 trends marketers might want to pay attention to in the coming months.
Hootsuite - Digital Transformation: The Role of Social in the EnterpriseCheong Hui Ling
As part of our #HootBreakfast event, Jaime Stein, Customer Success Executive of Hootsuite, delivered a presentation on Digital Transformation: The Role of Social in the Enterprise.
eMarketer Webinar: Key Digital Trends for 2011eMarketer
Join eMarketer Principal Analysts Noah Elkin, Debra Aho Williamson and David Hallerman to learn about key digital trends for 2011 in this eMarketer webinar.
http://ow.ly/hsc9k, Each year, we check in with some of the top community managers in the industry and ask them about emerging trends, and business value to their company. Thanks to all the professionals that participated. Let’s start with an overview:
Top 10 Digital Transformation Trends for 2017Daniel Newman
Digital transformation reshapes every aspect of a business. As digital technology continues to evolve, I believe that successful digital transformation will require careful collaboration, thoughtful planning, and the inclusion of every department.
During recent years, we’ve seen shifts in how traditional leadership roles operate, as silos break down and the scopes of various roles widen and change. Digital transformation has morphed from a trend to a central component of modern business strategy.
In this keynote, Zena focuses on 3 Key 2013 Trends:
1) Real Time Marketing
2) Creating Youtility Through Care, Context & Creativity
3) Empowering Employees & Fans
In our current social and political landscape, ‘Fake News’ has dominated the global conversation, but how do we recognize what is mis- and disinformation? And how can we contain it?
In this webinar, we take a closer look at this pressing issue, and how to use technology to mitigate the effects of misinformation and fight distrust.
"Disruption is no longer disruptive. It's normal". Slides from my keynote in Gothenberg, Sweden, where I discuss the future of customer relationships, marketing technology and domestic robots!
Digital Marketing Megatrends - Breaking Taboos and NormsGeorgiana Ghiciuc
It’s that time of the year again when we look back at 2017, gaze at the things that impacted the digital marketing scenario, and look ahead into what the future holds. We predict that 2018 will bring bigger, bolder changes to the world of digital marketing.
Break taboos and norms with our 10 digital marketing megatrends for 2018. Check them out, and you might have a chance of survival in the digital marketing “sharktank”.
In an 'always on' world where channel-surfing B2B customers demand real-time responses - no matter where they are - what is the optimal role of social media marketing? Roxane Divol, a partner and leader of McKinsey's Marketing & Sales Practice, addressed this question at the ITSMA Marketing Leadership Forum and demystified the emerging role of marketing as a driver of social technologies. She also discussed the tactics and strategies B2B marketers should use to access the touchpoints and datastreams that reinforce the social consumer decision journey. This presentation provides insights into how, when, and where social media influences and uniquely engages customers, as well as current best practices for developing, launching, and demonstrating the financial impact of social media campaigns. More: http://mckinseyonmarketingandsales.com/topics/b-to-b
4 key elements to success in the 3rd platform by Jerod Powell - CEO INFINIT ...Jerod Powell
Digital Transformation, 3rd Platform, And Disruptive IT - What You Need To Know To Be Successful: Transform Or Die, That Simple.
In this Presentation, Jerod Powell, CEO of INFINIT Consulting is going to shed some light on why some partners are highly successful in the cloud and era of the 3rd platform and why some are seemingly stuck and dying a slow death.
Unlock Your Organization Through Digital TransformationDigital Surgeons
Digital Transformation allows you to be disruptor, not the disrupted. See what you missed from our workshop at the Carnegie Mellon Engineering and Technology Innovation Management (ETIM) program’s 10th Anniversary Summit with senior leaders from academia and industry. Learn how to digitally optimize your business with principles of human-centered design that put the heart of the consumer at the center of business model innovation.
Digital Transformation
Design Thinking
Accelerating Digital Business in a Cloud-First WorldPerficient, Inc.
According to research firm IDC, by 2018 more than 50% of enterprise IT infrastructures and software investments will be cloud based. What does that mean for you in a competitive landscape? Without a cloud foundation to drive digital transformation, your ability to compete will be crippled.
Guest speaker Gard Little, an IDC analyst, and Joel Thimsen, a director of cloud and DevOps at Perficient, launched our new Cloud First, Business-Driven webinar series, designed for line of business and IT leaders, exploring how to bring corporate strategies to life with the cloud.
Our cloud experts highlighted key findings of IDC research and shared Cloud First strategies for:
-Adopting a digital business mindset and customer-centric mantra
-Achieving business optimization and intelligence goals
-Overcoming organizational velocity challenges
-Accelerating new strategies and innovation
-Creating value and increasing profitability
7 Traits of Highly Effective Digital Commerce OrganizationsSameer Khan
Commerce technology spending is up across the board. Retailers are significantly bolstering their capital investment programs. 85% will increase their spend on commerce technology in 2015. Is your organization prepared for the next generation of digital business?
Marketing Automation + Communities = Customer Love Magnet 360
Slides from Magnet 360's Marketing Automation + Communities = Customer Love NYC event on July 15, 2004. Featured speakers include Eric Scheel (CTO, Magnet 360) and Dave Wisdom (Senior Business Consultant, Studio Orange at ExactTarget)
Presentation by Fiona Shanley, Director Marketing & Operations, Microsoft Schweiz, @ Executive Circle Summit December 2013, about enabling marketing in the age of the customer, advertising and trends.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
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3. Social Media Has Changed Marketing Forever
Engaging
Transparent
Targeted
Real Time
Unsolicited
One to many
Untargeted
Static
The Largest Shift in 60 Years
Old Way New Way
4. Global Leader in Enterprise Cloud Computing
$3 Billion
Revenue
(expected FY13)
37% Annual
Growth
56 Billion
Transactions per
quarter
#1 World’s Most
Innovative
Company
(Forbes)
#1 Enterprise Cloud
Computing (IDC)
#1 Cloud CRM
(Gartner)
Industry LeaderGrowth/Revenue Leader
12. Are You a Customer Company?
Your Customers, Employees,
and Partners Are Connected
Are You Connected to Your
Customers in a New Way?
13. Become A Customer Company:
Connect With Your Customers in a Whole New Way
Local
Cloud
Touch
Social
14. 8 Questions To Become a Customer Company:
How do you sell as
a team?
How do you service
customers
everywhere?
How do you create
communities?
How do you
connect your
partners?
How do you connect
your products?
How do you deliver
apps everywhere?
How do you listen
to every customer?
How do you
engage on every
channel?
5
6
3
4
7
8
1
2
15. 1. How do You Listen to Every Customer?
Build a Social Media Command Center
Engage Your Customers
94% Improved Brand Monitoring with the Marketing Cloud
16. 2. How Do You Engage On Every Channel?
Manage Every Interaction on a Single Platform
Deliver a Seamless Customer Experience
37% Improved Campaign Effectiveness with
Salesforce Marketing Cloud
17. 4. How Do You Service Customers Everywhere?
Solve Problems in Real-time
Leverage Experts in Your Company
37% Improved Customer Satisfaction with Service Cloud
18. 7. How Do You Connect Every Product?
3.5 Billion Networked Products by 2015 (IDC)
1.7 Billion Networked PCs
19. 8. How Do You Deliver Apps Everywhere?
Engage Customers Everywhere
Recognize Location
Connect to Social Networks
20. Success Across All Major Metrics
Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly
selected.
Improved Brand
Marketing
+94%
Improved
Competitive
Intelligence
+84%
+64%
Improved
Product R&D
+59%
Increased
Marketing
Campaign
Effectiveness
Increased
Social Sales
+44%
Decreased
Customer
Service Costs
+42%
22. Dan Dal Degan
VP, Marketing Cloud
Central U.S.
@Triple_Deee
In/dan-dal-degan
/dan.dal.degan
ddd@salesforce.com
Editor's Notes
Salesforce.com has always been about a new technology model and a new business model, but we've also been about a new philanthropy model.And this new philanthropic model was started the day that we founded salesforce.com.We took one percent of our equity, one percent of our profit and one percent of all of our employees time. We put it into a 501C3 public charity and we said as we become successful, we will bring others with us and we will help them to become successful, as well.It was not enough for us to be successful. They must also be successful.13,000 non‑profits use our product for free, we’ve given 300,000 hours of community service, and $30 million in grants have come out of the foundation.
We recognize that this revolution isn’t just salesforce.com. We are standing on the shoulders of giants.We have seen the industry change from mainframe computing in the 1960’s led by Thomas Watson Jr, to mini-computing in the 70’s let by Ken Olson, to client server and desktop cloud computing in the 80’s led by Bill Gates and Larry Ellison, to the 90’s desktop cloud computing led by Sergey and Larry at Google. And in the 2000’s, Steve Jobs led our industry to a shift with iPhones and iPads that showed us a new world of mobile computing.Now we’re in the middle of a major shift in computing. We call it the Social Revolution.Visionaries like Mark Zuckerberg at Facebook and Jack Dorsey at Twitter are leading this shift to social. The enterprise computing world needs to change and transform as well.
This social revolution is different than other industry shifts. The social revolution is going faster and broader than anything we've ever had, and it is different because it's bleeding into our society. It’s changing our personal lives. Our friends, families. It’s changing political systems and it’s impacting our business. I’m sure many of you have seen this for your business.Now, here in our audience today, how many companies here use some aspect of social computing in their business?Incredible, Lots of people doing this…
In addition to a social revolution, we are seeing a touch revolution, as new types of devices and computers emergethat are touch enabled. Devices like iPads, iPhones, and Android tablets no longer have mice or keyboards, because people can operate them using only their fingers.New operating systems have been developed to run these devices – iOS, Android, and lately Windows 8. Consumers are bringing these devices to work with them, and they expect that their companies will provide access to critical business applications as people are increasingly becoming untethered to their desks and offices.
In addition to the social and the touch revolution, we are seeing a local revolution, as the new devices increasing know where we are via geo-location technology.Vendors know when customers walk into their stores, and are able to push promotions, coupons, and recognition through integrated applications on the devices.
In addition to the social, touch, and local revolutions, we continue to be in a cloud revolution. It’s now a $111 billion industry, with an astounding 18% year over year growth rate. As the #1 provider of enterprise cloud computing, Salesforce is a leader in this space and is at the forefront of new technology development and momentum.
All of these revolutions together lead to a customer revolution, because the customer demands more from our companies, and we have to change and transform to meet these demands.With social, touch, local, and cloud, the customer expects a new type of experience. Also, it presents an opportunity for companies to develop a closer relationship with their customers and sell, service, and market to them in entirely new ways. Organizations now have the chance to become customer companies.
Is your company a customer company?Because, we are seeing today that your customers, employees, and partners are all connected. They are using social networks both for their personal use and at work.But what about your company? Are you connected? Are you systems connected to social applications? Or is your company disconnected from its customers, its employees, and partners?
When you harness these revolutions, you can become a customer company and connect with customers in a whole new way.Customer companies are not only connecting their customers, they are connecting employees together so they collaborate around customer accounts, problems, and ideas. Connected employees can solve problems faster and leverage expertise across your company.Customer companies are also connected with their partners, distributors, and suppliers so they can share customer information and better sell and service customers.Customer companies even have connected products. By connecting your products to your employees, your customers, and social networks, you can better service your customers. You can use product data for maintenance, marketing promotions, and sales opportunities.This is what a customer company looks like. You need to be more deeply integrated with your customers than ever before because that’s what they want, and it’s more possible and more exciting today than it ever was before.
Based on the success of our customers, we see eight key steps in becoming a customer company. You don’t have to do these in any particular order, but they do build on each other, so the more you do, the more successful you are.Now, let me walk you through each of these steps and explain in some detail what I mean.
First, becoming a customer company means that you need to listen to every customer. This is more difficult than ever before because there are so many conversations happening in social media and public communities today. Your customers are out there talking about you and your products. You need to listen and join the conversation.For example, there is no better way to listen to your customers than by building a social media command center. Customers like Dell, Gatorade, and Chase have all done this. And, they are not only listening, but they are engaging with these customers and responding to their questions and comments. For the end customers, it is sometimes surprising when a Tweet to a company is actually answered, but it is also important to let them know that you are listening.
Second, you need to engage customers not only on social media, but on every channel. Your customers are on the web, in your store, talking to sales associates and they are using local, social, and touch apps wherever they go.When you provide a consistent experience across all these channels, you make it easy for your customers to do buy from you and interact with you. That means that if I enter personal information or save a wish list, it should be available on a mobile device, on the web and in your store.For example, Burberry does an amazing job of delivering a consistent experience across the web, social and in the store. Their store associates have touch devices that they can use to look up customer accounts using a clienteling app from Salesforce that helps them manage all their customer data in the cloud. With this app, the store associate has the same information that the website and call center all have about customers.
Okay, you’ve closed the sale, what’s next? You need to help service your customers and turn them into evangelists for your company. They have questions about your products and today those questions might come through your website, a mobile app, Twitter, or from your products or services. You need to service your customers everywhere, across all these channels. Companies that do this well, in real-time, create lifetime relationships with their customers and deliver superior customer service.For example, Virgin Airlines delivers amazing customer service on their flights through the interactive application in the back of every customers’ seat. Customers can not only watch TV and order food, but they can engage with customer service, make changes to their itinerary when there are delays, and always stay informed about what’s important to them on their Virgin trip.Salesforce customers that provide these types of experiences are improving customer satisfaction by an average of 37% according to third party research.
You can even connect your products and services to social networks. In fact, IDC is saying that there will be twice as many connected products by 2015 as networked PCs. That’s incredible. Our customers, like Toyota for example, are building social networks that also include the car. What would your car say if it could talk to you? Is the electric battery low? Do you need service? Is there a faster way to get where you are going? Where are your friends? Connecting products to social networks can help build lifetime relationships with customers.
Finally, today we live in a world of apps. We have apps for sharing, ordering, finding things, basically anything we need. Apps are the new way to connect with customers on their smartphones, tablets, and the desktop. Coca-Cola has dozens of mobile, touch apps that their customers use to engage more with Coke. They can order custom drinks with Freestyle, share with their friends, and build loyalty points through engaging games. This is Coke’s broader strategy of engaging with customers everywhere.
The Marketing Cloud is helping companies grow their businesses across every major metric. Our customers have seen, on average, a 42% decrease in customer service costs, a 59% increase in marketing campaign effectiveness…