#cnx14 - a marketer’s secret weapon: the customer service experience

Track: Salesforce for Marketers

#CNX14

#CNX14

A Marketer’s Secret Weapon:The Customer Service Experience

Bobby Amezaga

Director, Salesforce Service Cloud Product Marketing


#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


#CNX14

Embed Service Everywhere

Provide Frictionless Service

Transform Your Support Organization

Social Mobile Connected Cloud


#CNX14


#CNX14

Customer service is the new marketing.


#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


#CNX14


#CNX14

Make customer service your competitive advantage.


#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


#CNX14


#CNX14



Engage Socially



#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


#CNX14


#CNX14


Engage Socially




#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


#CNX14


#CNX14


Engage Socially




#CNX14

Harness the power of connections with communities

Drive brand loyalty

Delight with an effortless service experience

Build relationships for continued engagement


#CNX14

Jonie HaberekVP, CRM

Jefferson AllenVP, Marketing


#CNX14


#CNX14

Questions?


#CNX14


#CNX14

Take the after-session survey!

Take the Survey in the Connections 2014 Mobile App

Join the Conversation!

#CNX14

$50StarbucksGift Card


#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


#CNX14


#CNX14

PPT Best Practices

• No more than 10 slides• Presentations should last no longer than 20 minutes (Q&A should be ongoing,

not held until the end of the presentation)• Slide titles are set at 24pt Arial Regular and body copy is 16pt Arial Regular

We recommend that you adhere to the styles and do not overload your presentation with copy and lots of individual images.

• Slides are meant for engaging visuals. Use the speaker notes frame for your detailed talking points.

• Whitespace is your friend and will make your content much easier to digest.

The amount of copy on this slide would be a good benchmark as the MAXIMUM you would want to use in your presentation.

#cnx14 - a marketer’s secret weapon: the customer service experience

Documents

cnx14customer service

cnx14a marketers secret

body copy

pt arial regularwe

presentation slide titles

cnx14satisfied customers

session survey

slides presentations