Feature

Apr 24, 2020 By Rob Garf

The New Retail Customer Experience: 4 Ways Stores and Online Shopping Have Evolved

Here's how retailers can respond to dramatic shifts in category preferences, channel preferences, and consumer shopping behavior.... Read More

Commerce, Retail, Customer Engagement, Customer Experience, Ecommerce, Customer Satisfaction

Apr 23, 2020 By Marc Mathieu

From Breakdown to Breakthrough: A Game Plan for Brands During Times of Crisis

Marc Mathieu is Senior Vice President, Strategic Customer Transformation & Innovation, at Salesforce. It’s safe to say I’ve encountered almost every kind of brand crisis during my career. When I worked for Coca-Cola in Asia during the late 1990s and early 2000s, we dealt with government... Read More

Customer Engagement, Marketing, Marketing Cloud, Leading Through Change, Thought Leadership

Apr 22, 2020 By Andrew Albert

Deploy a Crisis Response App to Support Your Workforce and Business Continuity

Over the last month, business practices have changed around the world. Routines are no longer the same, and we’re figuring out where to focus and how to pivot based on changing data and operational considerations. Yet, it’s awe-inspiring to see individuals and teams, all across the world, finding... Read More

Customer Engagement, IT, AppExchange, Apps, Leadership, Leading Through Change

Apr 15, 2020 By Tony Kays

5 Ways Small- and Medium-Sized Sales Teams Can Lead With Compassion

Many small- or medium-sized businesses (SMB) are in uncharted waters right now. As business leaders, this is time to consider what you and your sales teams can do for customers by being there for them. Here are five simple and effective ways your SMB can lead with compassion: 1. Reframe... Read More

Customer Engagement, Sales, Small Business, Leading Through Change

Apr 09, 2020 By Anna Rosenman

How to Update Your Site Faster in Times of Crisis: 5 Tips

Crisis drives rapid change. Across industries, we’re grappling with a communication challenge in real time. Commerce leaders face a unique need to keep a mountain of content current – all while their content teams work from home. You and your content team may feel it’s impossible to respond fast... Read More

Customer Engagement, Commerce, Leading Through Change, Salesforce CMS, Retail

Mar 31, 2020 By Mike Micucci

How to Keep Your Commerce Site Running in a Time of Crisis

Our Chair and CEO Marc Benioff posted a heartfelt letter to our customers earlier this week — and I echo his sentiments. At Salesforce, we’re focused on the health and safety of our employees, families, and communities, and this is no different for Commerce Cloud. We remain relentlessly focused on... Read More

Customer Engagement, Commerce, Commerce Cloud, B2B Commerce, Customer Experience, Leading Through Change

Mar 30, 2020 By Heidi Robbins

How to Communicate With Customers During Times of Crisis

Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. This goes beyond minor adjustments to marketing messages. The plan must extend to customer service teams, your website, social channels, customer-facing... Read More

Customer Engagement, Customer Service, Marketing, Best Practices, Leadership, Thought Leadership, Leading Through Change