Salesforce ExactTarget Series Manila 2014
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14-Sep-2014 -
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Transcript of Salesforce ExactTarget Series Manila 2014
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In Partnership With #ExactTargetManila
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Digital Trends and the 1:1 Journey
@derektweets!
Derek Laney Director Product Marketing
In Partnership With
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1T Connected
Sensors
50B Connected Products
5B Smartphones by 2017
Social
4.5B Aggregate social
users
Connected
Mobile
Cloud
58% Faster
deployment
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Automotive Photo credit: the verge
automa>c.com
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Home
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Home
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Health
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2014 State of Marketing Insights from over 2,500 global marketers
exacttarget.com/stateofmarketing
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Data Equals Relevance
one.
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Marketing?
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Universal Appeal The White Family -‐ SoCbank
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Everyone is Unique
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BLASTDRIVEN
PROFILEDRIVEN
PERSONADRIVEN
RELEVANCE
BEHAVIORDRIVEN
INTERACTIONDRIVEN
REVE
NUE
GENE
RATI
ON
1 : many 1 : 1
1.1% 2.8%3.9%
CONVERSION RATECONVERSION RATE
CONVERSION RATE
Relevance is Revenue
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Top area for increased digital spending:
61% Data & Analytics
#ExactTargetManila
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• Combine box-data (game-play), demographics, purchase data and behaviour to get a single view
• Launched personalised messaging delivered across channels
• 70% increase in engagement
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What if the data could drive the strategy?
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Predictive Intelligence to Drive Action
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Moments Matter
two.
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Moments Matter
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60%
Closely followed by:
Marketing Automation
#ExactTargetManila
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• Moved from Batch and Blast to Lifecycle
• Triggered and Timely Communications
• Huge uptick in deliverability & conversion
• 10x More Productive
Add vpost singpost sites uniqlo
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Consumer Mobility
three.
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1 in 3 consumers use their mobile phone to research products in-store.
Cisco Internet Business Group
#ExactTargetManila
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We sent over 1 Billion digital messages on Cyber Monday
#ExactTargetManila
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Many of our retail clients experienced mobile open rates exceeding 80%
#ExactTargetManila
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42% rarely/never use responsive design
#ExactTargetManila
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Over 48% of all email sent is opened via a mobile device Return Path
#ExactTargetManila
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63% of US consumers say they delete emails immediately if they are not optimized for mobile Return Path
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Location. Location. Location.
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46% have an app 70% don’t use location
#ExactTargetManila
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Mobile Commerce
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The Last Mile
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12345 12345 12345 12345
WhatsApp 400M MAU
WeChat 355M MAU
1.2B Msg/day KakaoTalk 5.2B Msg/day
200M MAU LINE 450M Users
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ABS-‐CBN Help
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Brand Personalization
four.
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41% of consumers buy more from retailers who send personalized emails based on past buying behaviors Return Path
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Facebook integra>on Requires login to Facebook
User Profile Aggregates all of my site ac>vity and my status
Site to Facebook Looks at Facebook friends and shows relevant reviews
Knows my home city Grabs my loca>on and uses to determine flights near me
Flights integra>on Scripts & loops through the relevant flights in my area
Actual marke>ng The actual promo>on & reason for the email
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EGOnomics
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To offset a depersonalized society, consumers crave recognition of their individuality.
Faith Popcorn
#ExactTargetManila
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Service is the New Selling
five.
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Move, Nourish, Believe
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uber
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We must move from numbers keeping score to numbers that drive better actions David Walmsley
Head of Multichannel Marks & Spencer
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As a digital marketing pioneer, our mission is to inspire & enable organizations to leverage digital marketing to drive phenomenal business results.
digital marketing pioneer
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ExactTarget Corporate Overview • Founded in 1999 • Email • Mobile (SMS/MMS, Push & Email) • Social Media • Web Experiences • Marketing Automation • Customer Data
“ExactTarget brings the strongest current offering this year with intuitive campaign management, scalability, automated predictive models, collaboration tools, and an open technology platform that supports third-party development.”
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Retail/CPG Travel
& Hospitality Communications
& Media Internet
& eCommerce Technology Financial Services
& Insurance
Powering Success in Every Industry
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ExactTarget Marketing Cloud
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Shared Customer Data
Salesforce1 Customer Platform
ExactTarget Marketing Cloud Sales Cloud + Pardot Service Cloud
Sell to Businesses
Market to Millions of Customers
Service all of Your Customers
+
Automated, Personalized Journeys
• Website • Social Media • Ads
• SMS/MMS • Mobile Apps • Email
Sales & Lead Management
• Email Lead Nurturing • Lead Management • Opportunities & Forecasting
B2B & B2C Customer Support • Cases • Knowledge Base • Agent Console
Join Your Customers on a 1:1 Journey Across Marketing, Sales, and Services
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Customers Are On A Journey With Your Brand
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Do you know who your customers are?
Do you know where they are in their journey?
Are you driving an engagement strategy to move
them along that journey?
Are you able to measure the impact on your business goals?
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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
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“We need to better serve our current customers, and increase our share of wallet.”
better serve our current customers
First Purchase
Repeat Purchase
Loyal Customer
Anonymous Browsers
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ACLPV: Average Customer Lifetime Purchase Value
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The Northern Trails Customer Journey
#ExactTargetManila
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Susan starts her journey on social media
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NTO listens, engages and directs Susan to their website
Brands listen for specific topics Engage with content & links Build personal relationships with customers
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NTO tracks her anonymous browsing and drives personalized product recommendations
Offer highly personalized product & content recommendations Guide customers through the entire shopping experience Automate thank you & loyalty programs
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Deliver engaging experiences, compelling content & mobile apps Capture email, browsing behavior, location and preferences Create a robust profile with personalized information
NTO converts Susan to a known contact; merging in her anonymous browsing data
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Trigger personalized emails Ensure emails look great on desktop & mobile Re-engage with personalized communications that are triggered from web experiences, like an abandoned shopping cart.
Susan’s profile and behavior triggers 1:1 journeys that span email, SMS, push notifications, and web content
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Create highly relevant content to continue engagement Follow up with email subscribers who do not click or open emails Target customers with 1:1 paid ads based on preferences & history
NTO targets ads to Susan on Facebook & Twitter
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NTO sends transactional messages, like receipts and shipping alerts
Thank you for your order, Susan!
Cross-sell using customer data preferences & history Maintain brand integrity with beautifully designed transactional messages Deliver automatically at the right time using multiple data sources
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NTO sends Susan location-based offers
Drive mobile commerce with in-app mobile alerts Trigger interactions exactly at the right place and right time Use templates to build campaigns quickly and easily
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NTO even personalizes the in-store experience
Get to know your customer through their social networks Recommend alternative products to items that are out of stock Inquire about past purchases to build loyalty
Susie Marshall
Susie Marshall 1701 John F. Kennedy Blvd Philadelphia, PA 19103
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In Partnership With #ExactTargetManila
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Agenda 1. Best Practice Social Media 2. Product Video: Social Studio 3. ABS-CBN Spotlight Q&A
In Partnership with
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Best Practice Social Media Customer Service
In Partnership with
On April 13th 2010 when Iceland volcano erupted and shut down flights across Europe… customers turned to social media. So did Air France KLM. Ever since then, they have been the leader in social media customer service.
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Best Practice Social Media Customer Service
In Partnership with
KLM are the leaders in Twitter response times. They also have the highest ratio of Facebook replies vs. comments against all other brands.
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Best Practice Social Media Customer Service
In Partnership with
KLM Airlines display live Twitter customer service response times, and update every 5 minutes.
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Agenda 1. Best Practice Social Media 2. Product Video: Social Studio 3. ABS-CBN Spotlight Q&A
In Partnership with
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Agenda 1. Best Practice Social Media 2. Product Video: Social Studio 3. ABS-CBN Spotlight Q&A
In Partnership with
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ABS-CBN Spotlight with Mon Lizardo
In Partnership with
Ques9on and Answer:
1. What are ABS-‐CBN doing to embrace social media?
2. How were ABS-‐CBN able to opera>onalize social media in your day to day opera>ons?
3. What is next for ABS-‐CBN in the online world?
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Thank You!
#ExactTargetManila