create 1:1 customer journeys - techtarget...*transforming customer experience: from moments to...

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

Facebook

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!