How will connected customers behave in 2016? These are the slides from my keynote today at Festival of Marketing, London.

1. Where Will Connected
Customers Go in 2016?
@jeremywaite
#FOM15

2. Jeremy Waite
Head of Digital Strategy, EMEA
@JeremyWaite
Jeremy.Waite@Salesforce.com
Building Loyal
Relationships, Faster.

4. Apps AnalyticsCommunityMarketingServiceSales
Connect To Your Customers In A Whole New Way
Customer Success Platform

5. Introducing the Salesforce Customer Success Platform
Helping Your Customers Love You

6. 80% EXECUTIVES ARE
OVERWHELMED.
“
”
75% EXECUTIVES ARE
EMOTIONAL.
“
”

7. UNKNOWN KNOWN
1 : Many Marketing 1 : 1 Customer Journeys
We Need To Build Loyal Relationships, Faster.

8. Customers Are On A Journey
“90% of the consumer buying journey now crosses 5 channels”. Google

9. MARKETING IS NO LONGER ABOUT THE
STUFF YOU
“
BUT THE
”
MAKE
STORIES YOU
TELL.
SETHGODIN

10. 15 Years of Storytelling
& Technology Shifts

11. COMPANIES ARE NO LONGER
COMPETING
“
AGAINST EACH OTHER,
”
SPEED.
MARCBENIOFF
THEY ARE COMPETING AGAINST

14. There’s No Such Thing As…
@Scobleizer
#BigData

16. Monitoring Customer Journeys
Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
10111011000100011111010
01010101011000010010110
11100010000100010001101
11011000100011111010010
10101011000010010110111
00010000100010001101110
11000100011111010010101
01011000010010110111000
10000100010001
Analyse
Compute The Perfect Response
Deliver The Precise action
Proactively and In Context

17. EVERYBODY LOVES YOU UNTIL YOU BECOME THE
COMPETITION.
“
”

18. 77% OF CONSUMERS DON’T WANT A
RELATIONSHIP
“
WITH A BRAND.”

20. Building Loyalty
“It took over ten years of trying to be an overnight success”. @Biz
Image: @JeremyWaite | Data: Loyalty Effect by Fred Reichheld
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Year 13 Year 14Year 0
COMPANYA
COMPANYB
x2

21. YOU CAN’T PURCHASE
LOYALTY.
“
”

22. WHO • WHAT • WHY • WHERE • WHEN

26. TECHNOLOGY IS
NOTHING.
“
WHAT’S IMPORTANT IS THAT YOU
”
WONDERFUL
STEVEJOBS
HAVE FAITH IN PEOPLE, THAT THEY’RE
BASICALLY GOOD AND SMART,
AND IF YOU GIVE THEM TOOLS,
THEY’LL DO SOMETHING
WITH THEM.

27. The One Sentence Business Model
I’m going to do ,
to make better,
as measured by ,
and is worth .
Created by @JeremyWaite

28. THE GOAL IN BUSINESS IS NOT TO
SELL
“
”
BELIEVE
SIMONSINEK
NEED WHAT YOU HAVE, BUT
TO WORK WITH PEOPLE WHO
WHAT YOU BELIEVE.
TO PEOPLE WHO

29. thank y u
@JEREMYWAITE | @SALESFORCE | C4 ROOM 14