7 Ways Salesforce Achieves Complete Customer Engagement Using The Four Realms of Experience

7 Ways Salesforce Achieves Complete Customer Engagement-01

Hello, and welcome readers to the experience economy.

Take my hand and I’ll guide you to a place of psychic gratification. Feel your senses tingle, and your attention sharpen. You’re entering a new chapter of customer success, one that’s immersive and marks the next economic stage.

Businesses are no longer competing on a commodity level. In a digital world, with growing immersive processing power, organizations must crack the whip and adopt the experience mindset. This is a mindset that’s focused on customer success and delivering exceptional experiences instead of commodities.

In this Process Street article, we take a look at how one particular tech unicorn is succeeding in this experience economy.

You got it, I’m talking about the tech-tycoon Salesforce.

Salesforce is one of the largest tech companies to date with over 49,000 employees in 28 countries and has built the world’s most demanded CRM. Part of Salesforce’s triumph lies in the organization’s customer success capabilities. And today, you will learn how they’ve perfected customer success using principles from the experience economy.

Grab onto your seatbelts as you’re about to be blown away!

Here we go!💨
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Why Top Brands Are Obsessed With Phygital Marketing

Why Top Brands Are Obsessed With Phygital Marketing

You’re waiting for the train on your way to work. You’ve got a long day ahead, and don’t feel like swinging by the grocery store afterward. Fortunately, there’s a supermarket kiosk on the platform. You scan the barcodes with your phone and arrange for your food to be delivered when you get home.

As you cross the street to your office building, the strap of your computer bag finally breaks. You don’t have time to run out and get a new one, but that’s okay. Once you’re in your office, you log on to the company’s website, put on the augmented reality headset, and virtually try on different bags.

At lunch, you head down to your usual restaurant. The AI in the touch-screen kiosk suggests sandwiches you might like based on your order history, then uses facial recognition to complete the order and charge your account.

This is phygital marketing – all made possible by advances in augmented reality (AR).

The global AR and virtual reality (VR) markets are expected to reach 18.8 billion USD by the end of 2020 – over 78% growth from spending in 2019. By 2025, that growth is only expected to increase exponentially.

With the sophistication of AR/VR tech, more companies are incorporating it into their campaigns – and more consumers are expecting it.

In this Process Street post, we’ll take an in-depth look at the what and why of phygital marketing, but you can also skip ahead to one of the following sections:

Let’s get phygital!

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