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Transform Retail Customer Engagement Across Every Channel Featuring:

Dwight Moore Sr. Director, Retail Industry Go To Market

dwight.moore@salesforce.com @dwightpmoore

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Goals for this session

Review shopper engagement expectations

from 2015 Connected Shopper Report

Discuss how Land of Nod is improving engagement

through personalization and shopper journeys

Demonstrate how the Marketing Cloud within the Shopper Success Platform can improve engagement

1 2 3

From B2C to Me2B  Shoppers are in Control and Expect Unified, Relevant Experiences

Buy online & pick up in-store

49 % of shoppers

Research online prior to in-store purchase

81 % of shoppers

Product

Marketing

App

Online

Events

Catalog

Care

REtail

Expect store associates to know purchase history across channels

31 % of shoppers 61 % of millennials

The sum of those experiences is the customer journey.

2015 Salesforce Connected Shopper Report

Retailers Have Invested in Systems of Record  Focused on internal operations, not engagement

Systems of Record Supply Chain Merchandising HR Inventory eCommerce POS Systems of

Record

?

? Retailers Need a System of Engagement

#1 Customer experience has overtaken price and product as the key brand differentiator.

Walker Information, Customers2020 Report

Systems of Engagement Mobile Cloud Social

Data Science

Systems of Record

Supply Chain Merchandising HR Inventory eCommerce POS

Internet of Things

The Salesforce Shopper Success Platform  Re-personalizing Retail in the Age of the Shopper

Connected Shoppers Personalization Everywhere

Connected Stores Supercharged Associates

Connected Service Supercharged Agents

Retail Agility Rapid Innovation

Multitenant Cloud World’s most trusted

Customer Success Platform World’s #1 CRM

Retail Solutions Reimagine Engagement

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Matt Ebbert CRM and Analytics Manager, Land of Nod

Personalized, data-driven marketing will become more refined.

There is a difference between data-driven marketing and intrusive marketing.

Marketers who focus on relationship building will be rewarded, while intruders will be shut out.

*Forbes Top Trends Driving The Future of Marketing

Relevance  Accurately addressing customers’ current needs and wants in an unobtrusive way

Creating Relevant Journeys Grows Relationships and Sales

 Know Your Customer 1 2 Use Predictive Intelligence

• Storage Bin • Baskets • Shelves • Toy Box

This person is trying to get organized This person is ALSO organizing

Some customers purchase everything for their project at once while some purchase over time, but regardless their current purchase is an indicator of future needs

Same trends and patterns show up in visit and cart activity

Know Your Customer:  Good customer data is the key to relevant messaging

Incorporating This Into our Journeys

Using Predictive Intelligence in Journeys

Site Personalization Direct Mail Digital Display

Thinking Beyond E-mail  Your Customer’s Journey is not limited to e-mail, why is yours?

Key Takeaways: 1.  Know your customers’ needs intimately 2.  Relevant content trumps everything

Putting It all Together

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Solution Demonstration Matt Ebbert, CRM and Analytics Manager, Land of Nod Amelia Kleymann, Solutions Engineer, Salesforce

Connected Shoppers 1:1 everywhere to drive acquisition and loyalty

Increased digital engagement across opens, click-thrus and registry

Predictive Intelligence delivers personalized messaging – via email and on the web

Lean marketing team created >20 unique journeys in 18 months

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Questions?

What we learned

Personalized shopper experience is the new measure of success

Customer Journey success requires:

1.  Know your customers’ needs intimately

2.  Relevant content

Retailers like Land of Nod are are realizing amazing

results from Customer Journey strategies

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Connect with Us!

Wed, 6:30 – 8:30 pm Sponsored by Slalom

Join our Store Tour at Experience the Shopper Success Platform

Tues, 8:00 – 7:30 Wed, 8:00 – 6:00

Thurs, 8:00 – 12:00

Learn from Retail Thought Leaders

Wed, 2:00 – 2:40 pm Keynote Room

Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA

salesforce.com/dreamforce

Take the after-session survey!

Take the Survey in the Connections 2016

Mobile App

Join the conversation!

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