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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.
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Track: Salesforce for Marketers
#CNX14
#CNX14
A Marketer’s Secret Weapon:The Customer Service Experience
Bobby Amezaga
Director, Salesforce Service Cloud Product Marketing
Track: Salesforce for Marketers
#CNX14
75%have spent more due to Positive Customer Service interactions
Source: American Express-Echo 2012 Global Customer Service Barometer
Satisfied customers are loyal and spend more
Track: Salesforce for Marketers
#CNX14
Embed Service Everywhere
Provide Frictionless Service
Transform Your Support Organization
Social Mobile Connected Cloud
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Customer service is the new marketing.
Track: Salesforce for Marketers
#CNX14
It’s now harder to execute on key marketing priorities
Lack of Brand Loyalty
Too much data to segment
Increase in Social Traffic
Social Customer ServiceMeaningful Segmentation Community Engagement
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Make customer service your competitive advantage.
Track: Salesforce for Marketers
#CNX14
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
CloudAppExchange
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
A Marketer’s Secret Weapon:The Customer Service Experience
Segment Meaningfully
Engage Socially
Connect to your Brand
Track: Salesforce for Marketers
#CNX14
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
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Segment Meaningfully
Engage Socially
Connect to your Brand
A Marketer’s Secret Weapon:The Customer Service Experience
Track: Salesforce for Marketers
#CNX14
Engage socially on customers’ preferred channels
Be part of a 2-way conversation
Delight with a 360 view of the customer
Incorporate customer feedback
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Segment Meaningfully
Engage Socially
Connect to your Brand
A Marketer’s Secret Weapon:The Customer Service Experience
Track: Salesforce for Marketers
#CNX14
Harness the power of connections with communities
Drive brand loyalty
Delight with an effortless service experience
Build relationships for continued engagement
Track: Salesforce for Marketers
#CNX14
Jonie HaberekVP, CRM
Jefferson AllenVP, Marketing
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Questions?
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
Take the after-session survey!
Take the Survey in the Connections 2014 Mobile App
Join the Conversation!
#CNX14
$50StarbucksGift Card
Track: Salesforce for Marketers
#CNX14
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
Track: Salesforce for Marketers
#CNX14
Track: Salesforce for Marketers
#CNX14
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