how alex and ani & elizabeth arden focus on the customer experience
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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 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
How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com
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
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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
Department Stores
Specialty
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
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
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
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
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
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
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.”
Marketing
Sales
Customer
Service
Legal
Source: Altimeter Group report, "The Evolution of Social Business", 2013.
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 eCommerce POS Inventory Supply Chain Merchandising
Systems of Engagement Mobile Cloud Social
Data
Science
Retailers Need Shopper-centric Systems of Engagement
Systems of Record eCommerce POS Inventory Supply Chain Merchandising
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
Complete CRM
Analytics Community Marketing Service Sales 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
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
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
Our Panelists -
Ryan Bonifacino – Chief Marketing Officer & SVP, Digital
Denna Singleton Director, Global Digital
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
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Screenshots can be placed within devices. Logos, graphics or photos can be used to make your point.
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
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