create 1:1 customer journeys - techtarget...*transforming customer experience: from moments to...
TRANSCRIPT
Create 1:1 Customer Journeys
Jean-Philippe Baert
The future of marketing is
the 1:1 customer journey.
Customers Are on a Journey with your Brand
Click
Facebook Ad
Newsletter Sign-up
Personalized
Content Email
Mobile Opt-in Download App
Contact Customer
Support
Evangelize on
Support Issue
Resolved
First Purchase
Customers Now Expect Relevant 1:1 Experiences
Connected
Customers
Connected
Brands
Web Store Community Email Social Mobile
Product
Connected
Experiences Stadium
*Transforming Customer Experience: From Moments to Journeys, 2013
Journeys are strongly
correlated with business outcomes.
+36%
Customer
satisfaction
+19%
Likely to
stay/renew
+28%
Willingness to
recommend
+33%
Less likely to
cancel/churn
But Today These Interactions Are Isolated
Your Business Your Customers
How do you create
1:1 customer journeys?
Do you know who
your customers are?
Where are they
in their journey?
Are you engaging
and moving them
along the journey?
Are you measuring
the impact on your
business goals?
Four Questions
SalesForce 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
Thank you!