Salesforce research has found that 76% of consumers want regular interactions across all departments. Brands need to strive to provide personalized, seamless experiences across every channel or risk losing customers to a brand that better exceeds the expectations.

Through Salesforce’s Commerce Cloud, brands are better equipped to create excellent experiences throughout the buying journey. This blog will look at the basics of what Commerce Cloud is and why some of the most successful brands use it to create experiences that attract customers and convert and maintain customers.

What are the reasons why brands are using Commerce Cloud to create winning Experiences?

There are many variables that affect the success of a brand, however, there’s one thing all the top brands share that they rely on Salesforce to manage their businesses.

Around 150,000 businesses utilize Salesforce to manage every aspect of the customer experience – which includes sales, marketing, and service. There are many iconic brands such as L’Oreal, Kellogg’s, Unilever, Puma, and Room & Board among other brands.

Consumers today don’t just want top-quality goods and services. They also expect exceptional experiences. Indeed, Salesforce research shows that 88% of people believe that the service a company gives is just as important as the offerings or products.

And regardless of whether they’re buying on the internet, in a store, or a combination of both Consumers expect seamless, seamless experiences no matter where they are on their route to purchasing. According to the same Salesforce report, 76% of shoppers are looking for the same experience across different departments.

76% of customers want regular interactions between departments. As per The Salesforce State of the Fifth Edition, Connected Customer

Salesforce allows brands to be able to meet (and surpass) the lofty standards. Companies that utilize Salesforce may keep one origin of fact about their consumers. It improves efficiency and speed savings and allows companies to provide customized, seamless experiences that modern consumers expect.

Salesforce has six cloud options that help brands reach customers, convert them, and keep their customers. Fundamentally, each of these cloud options listed is a solutions or tools that is used to fulfill an essential function for the business. 

What is the State of Retail Today

Before we dive into the specifics that comprise Commerce Cloud, let’s first examine the status of online shopping in the present. In this way we can find the belief why a choice like Commerce Cloud matters at all.

eCommerce Resume to Rise

In the beginning, eCommerce’s share of retail sales is increasing which has accelerated since the COVID-19 pandemic first began to hit. As per Salesforce’s State of Commerce report it is anticipated that this trend will continue to continue across all industries.

It is noteworthy that in the next two years, online will be responsible for 58% of all consumer retail sales and 54 % of retail sales.

The growing popularity of online shopping has caused several brands that previously sold their goods through retailers to offer their products directly to customers.

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Brick-and-Mortar’s Role is evolving

While brick-and-mortar stores aren’t necessarily going away their purpose is changing. According to Salesforce, 60% of customers have utilized curbside pickup and 51% anticipate utilizing it more frequently in 3 years.

Customer are more mindful of their spending

The world is in economic uncertainty and, unsurprisingly many people are adjusting their budgets. The research from McKinsey & Company shows that more than three-quarters of people have changed their shopping habits to ‘trade down’.

Some of the most popular ways to trade down include reducing the amount or size of the items (i.e. purchasing a smaller size bottle of detergent to wash your clothes) and delaying unnecessary purchases.

74% of customers have altered their shopping habits to trade down.

The Big Opportunity with Brands for Customer-Centric Brands

While there are some significant obstacles, there are great opportunities for brands, but they need to be able to focus (and cleverly) to get an edge. One bad experience could turn off customers for good.

Brands that are just beginning to transition in the world of D2C (Direct to Customers) must make sure they have a website and a well-planned strategy to provide amazing customer experiences before, during, and after the sale.

However, those brands that have been selling directly for some time must examine what they’re doing and work to improve their digital experience.

What is Commerce Cloud?

Let’s begin by giving a little historical background. In 2016 Salesforce bought Demandware, an online eCommerce platform. Salesforce used Demandware technology to develop Salesforce Commerce Cloud.

Since that time, Commerce Cloud has grown, developed, and has become an essential component in Salesforce’s Digital 360.

What specifically is Commerce Cloud?

In the simplest sense, Commerce Cloud is a cloud-dependent system that supplies companies with features and tools to grow their online businesses. These features and tools help with all phases of commerce online – or, as Salesforce says, it covers all aspects “from discovery to delivery”.

With Commerce Cloud, brands are satisfactorily ready to:

• Create (and easily improve) eCommerce sites that encourage conversion.
• Combine the online and in-store experience.
• Engage with customers at the places they are already – such as Facebook and other social channels.
• Manage orders and goods efficiently.

Which Brands Utilize Commerce Cloud?

In a nutshell, Commerce Cloud empowers both B2C and B2B companies to save time and money and enables them to provide the customized, seamless experiences that modern customers expect.

Commerce Cloud is a great choice for a company that’s new to DTC or is familiar with eCommerce but is looking to improve efficiency, streamline processes, and gain an edge.

There are plenty of reasons for a company to choose to use Commerce Cloud, but there are certain reasons that stand out at the very top.

Salesforce Is Trusted

Salesforce is a reputable name. As we’ve mentioned, many companies already rely on Salesforce to power different aspects of their business, like the areas of marketing as well as service. If you already run your business using Salesforce, it is the most satisfactory choice.

Commerce Cloud is continue to Keep up with the ever-changing demands of customers

Commerce Cloud has a ton of amazing features. It’s also extremely intuitive and easy to get it up and running fast.

However, consumers’ preferences and anticipations are continuously varying. Your current offerings could not meet the needs of shoppers requirements in the near future.

For instance, chat-based commerce buying online, and pickup in-store are two fairly new developments that have rapidly gained momentum.

Brands and Retailers should be ready for the next step. Commerce Cloud offers brands the ability to pivot and optimize when needed.

Commerce Cloud is Customizable to meet the needs of your Brand

Commerce Cloud is a powerful in-the-box solution. One of the best features of all of Salesforce’s Clouds is the ability to tailor them to meet the specific requirements of your company.

AI Capabilities Aid in Growing Sales

Commerce Cloud features rich artificial intelligence capabilities that you are able to use to increase sales.

For instance, companies can provide data-driven, intelligent recommendations in response to a customer’s shopping behavior. Making recommendations that are relevant will boost conversion.

In addition, intuitive selling can be utilized to expand the size of your basket. For instance, a customer who is buying shoes could receive an offer for an appropriate pair of socks. The result? An increase in your bottom line.

Customer 360 Puzzle has Commerce Cloud Key  

Of course, businesses can utilize Commerce Cloud as a standalone solution. But the real magic occurs when you combine several Salesforce Clouds. You’ll have one source of truth about the data of your customers.

This reduces time and also increases efficiency. Furthermore, having this extra layer of information within Salesforce lets you create more customized, seamless experiences for your customers.

The Next Level with AppExchange Solutions

As we’ve said earlier, Commerce Cloud is great out of the box however if you modify it to suit the needs of your business it will have a more powerful impact.

In certain situations, it’s logical to hire development experts to develop the functionality that is necessary to run your business.

However, often all you need is a quick visit on the AppExchange to locate an existing solution that’s designed to meet your requirements. In reality, 91 percent of Salesforce customers utilize the AppExchange.

A excellent way to get started is to sign up for AppExchange. Then, look through your Sales Cloud product collection. From here, you are able to explore solutions and get feedback from peers by examining reviews.

There are solutions for every kind of problem such as personalization, order management, and everything in between.

For instance, OMS Studio from 1440 is a program designed to assist brands in improving their management of customers, orders, shipping customer service, returns, and more All within Salesforce.

Whatever the issue you’re facing, there’s probably an AppExchange solution that can help you. If you purchase an already-built solution will eliminate the need to employ development staff to develop and maintain your customized software.

With consumers today demanding personal seamless experiences throughout the buying process You’ll have to provide superior and more enjoyable shopping experiences.

Through Commerce Cloud, you’ll be fully equipped to boost sales by offering amazing experiences on eCommerce.