You may have heard a lot about “elevate the human experience” from us, and that’s because it’s central to how we view the world we live and work in. At the end of the day, we’re all humans—not consumers—and we deserve great experiences from the brands we choose to interact with.
So, what does “elevate the human experience” mean in the CPG and retail industries? Glad you asked. As new digital channels provide more opportunities to connect with brands, consumers increasingly want experiences tailored to their unique preferences. And of course, we want these things how we want them and when we want them. To deliver these elevated, personalized consumer experiences, we at Deloitte Digital like to consider the customer journey holistically.
With so many channels available to reach customers, connecting, transacting, and gaining loyalty with the people and businesses who use your products is more complex than ever before. Here’s our game plan for helping companies keep up with the evolving demands of the consumer by using Connected Consumer Platform and Salesforce’s Consumer Goods Cloud.
To help brands easily interact with consumers at every touchpoint of their journey—and through the channel of their choosing—the Connected Consumer Platform combines capabilities such as next best experience, voice, connected store, loyalty, and social CRM (WeChat, Instagram etc.) into one Salesforce-powered platform. It can even help you leverage AI to better service and forecast your retail stores. More importantly, it helps you to meet your customers and consumers where they are.
In short, our platform can help you weave together the increasing and vast technologies in the market today to bring you closer to the humans who buy your goods and services. By linking consumer activities across all channels; maintaining a single identity between commerce, service, and marketing clouds; and using AI to personalize the experience while making it more effective, the platform can improve consumer care and create rich experiences for all.
The Connected Consumer Platform can help you deliver better, more intuitive experiences for your consumers.
Imagine giving your sales reps the power to more productively serve retail outlets and their customers, improve forecast accuracy, and ensure they’re spending their time in the right place at the right time. Imagine being able to connect what they see and learn in the store to enable a better experience all around. That’s where the power of Salesforce Consumer Goods Cloud and the Connected Consumer Platform comes in.
From visiting the right store at the right time, to streamlining repetitive tasks including inventory audits and compliance through return order processing and surveys, the Consumer Goods Cloud enables a better experience through one, single platform.
As part of the Salesforce Customer 360 Platform, the Consumer Goods Cloud uses AI-driven insights and data to help all types of fast-moving consumer goods companies—including food and beverage, personal care, health and beauty, and more—unlock the value chain with a unified platform.
In collaboration with Salesforce Consumer Goods Cloud, Pocketsales is an in-store, offline retail execution and visit planning tool, powered by our custom AI offering, Algorithmic Selling. We developed it to help sales reps have informed conversations with retailers about which products to stock based on audit and order history, while giving them the tools to show revenue opportunity to retailers.
With the expansive creative digital capabilities of Deloitte Digital paired with powerful Salesforce technology, we can help drive experiences for customers across the B2B2C spectrum. We can help you connect more effectively with your consumers, no matter where they are. Because at the end of the day, it’s all about them.
Stan Martin is a managing director and leads Deloitte Consulting LLP’s Retail and Consumer Products practice across the Salesforce platform. Stan‘s team is relentlessly focused on helping our clients enable an effective and productive direct-to-consumer relationship in an omnichannel world. He helps global consumer goods, retail, and luxury brands create industry-leading consumer experiences.