Get to Know Customer 360
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the power of Salesforce Customer 360 in the context of a real-world customer experience.
- Articulate the value of connected customer experiences.
- Explain how Salesforce helps connect different departments around the customer.
Follow Louis’s Customer 360 Story
To see the power of Salesforce Customer 360 in action and understand how Salesforce helps connect teams around the customer, follow Louis’s story as he’s wowed by his favorite sporting goods retailer.
Note: The quiz at the end of this unit asks a question about the content of these videos. Be sure to watch the videos now, so you get the information you need to answer the questions.
With Customer 360, the retailer can acquire and engage loyal customers by activating shopper data for real-time personalization on customers’ preferred channels. Reaching customers with personalized content is made possible by having accurate, actionable customer data.
That’s how the sporting goods retailer was able to use their trusted data to serve up an irresistible ad that captured Louis. Keep watching to see how other departments make the most of Customer 360 and their single source of truth to engage Louis after he downloads their new loyalty app.
With Einstein and Data Cloud, the IT team can access a unified shopper profile with preferences, attributes, and shopper history. This helps the retailer drive personalized and relevant engagement in their loyalty app—and across all touch points—in real time.
The result? The retailer delivers a hyper-personalized experience through its loyalty app customized specifically for Louis. And while we like to think of that as a magical customer experience, what’s truly groundbreaking is that with the power of AI and Data, the retailer can personalize every single interaction, helping them deliver exceptional experiences at scale.
And not only does Customer 360 enable wow moments at scale, it also helps companies maximize revenue by reducing costs with automation, personalizing data at scale, and delivering seamless shopper experiences that keep customers, like Louis, coming back.
Customer service is a critical and sometimes overlooked component of a holistic customer experience. Engaging with customer support teams can be frustrating, and these experiences might stay with consumers long after the interaction.
As you saw from Louis’s story, the service chatbot knows what he purchased, and that he’s won the contest, too. This makes it easy to update his shipping so his jersey arrives in time for the big event. By using a smart chatbot that utilizes real-time customer data, the retailer can save service agent time for more complicated inquiries and scale service efficiency with automation and AI. Ultimately, providing memorable, super helpful experiences that translate to customer loyalty.
The Power of Connected Experiences
After watching Louis’s experience come to life, you can see how different departments must work together to create seamless, connected experiences across the entire customer lifecycle.
Salesforce Customer 360 unites your company around a single view of your customers with cutting-edge AI and real-time, actionable data that helps you wow your customers every time.
Make sure you view the videos before taking the quiz.
