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Basecamp Barcelona: Einstein Roadmap Analytics & Discovery

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Einstein Roadmap Analytics & Discovery

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Basecamp Barcelona: Einstein Roadmap Analytics & Discovery

  1. 1. Creating Customer Advocates Through Social Customer Service Social Data & Insight Specialist Ileana Diaz @ilidiazp #BasecampBCN
  2. 2. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under Private Securities Litigation Reform Act of 1995 Forward-Looking Statements
  3. 3. Why creating Customer Advocates is important? Social Media Influences on Consume Purchase Decisions Data Source PwC / MarketingCharts.com 32% 29% 28% 17% Positive reviews read on social media Inspired to purchase from social media Offers / promostions shared by others Endorsement from influencer / celebrity % of global respondent reporting influence Kleiner Perkins Internet Trends Report 2018 https://www.slideshare.net/kleinerperkins/internet-trends-report-2018- 99574140 Social Media Discovery Driving Purchase 55% Bought product online after social media discovery Bought online later Bought online immediately Never bought/other
  4. 4. How can we create Customer Advocates? of consumers say they are likely to switch brands if a company provides inconsistent levels of service 73% of consumers say that it's an influence on their loyalty when brands immediately respond after they reach out for help 80% Consistency and Urgency needs to be top of the agenda
  5. 5. The Marketing Playbook has Transformed Customer journey strategies fuel customer experience imperatives 68% of Marketing leaders say their company is increasingly competing on the basis of customer experience. 67% of Marketing leaders say creating a connected customer journey is critical to their overall marketing strategy success.
  6. 6. High-Performing Companies Integrate Social & Service Service collaborates with marketing to manage and respond to social inquiries and issues. High Performers vs. Underperformers More likely to collaborate 2.4x S O U R C E – J.D Power & Associates Social Media Benchmark Study Underperformers High Performers 88% 37%
  7. 7. Socially connected service teams will have an edge There’s an Opportunity for Service Organisations S O U R C E – J.D Power & Associates Social Media Benchmark Study 66% Of people who have used social media for customer service now prefer it over the traditional call centre experience Social Customer Service Agents can deal with 4–8 times The number of interactions, than phone support teams. 67% of consumers have used a companies social media page for Customer Support
  8. 8. Companies Struggle to Deliver Social Customer Service Barriers to Success Fragmented Data Siloed Channels Unintelligent Systems
  9. 9. The #1 Solution for Connecting Social to the Service Cloud Social Studio + Service Cloud = Customer Love 360° View | Connect to Social Faster | Resolve Quicker | Success & Scale
  10. 10. Who is Doing it Right?
  11. 11. Demo Social Studio & Service Cloud
  12. 12. 6 Steps to Transformative Social Customer Service Define Goals & Develop a Strategy 1 Listen In On Social 2 Measure What Matters 6 Create an Engagement Playbook 4 Build an Internal Network of Experts 3 Train Teams on Roles & Responsibilities 5
  13. 13. Hungry for more? Download our eBook https://sfdc.co/SCS_W T Customer Story Live Rooms Room 1 - 15:30 - 16:00
  14. 14. #BasecampMAD Social Data & Insight Specialist Ileana Diaz @ilidiazp May 19