Page 3 - Customer Journey Worksheet Set

AUDIENCE

(continued)

QUESTION 3

What information are your customers missing that you want them to know about?
Are they missing out on any great products or services?

CAMPFIRE
STORY

“ Our vision is to connect all the touchpoints, and move from
building databases to cultivating communities.”

ANTONIO SCIUTO, EVP CMO AND EBUSINESS LEADER, NESTLÉ WATERS NORTH AMERICA

Everyone needs water. Nestlé Waters provides healthy hydration solutions to consumers around the
world — but to become customers’ water brand of choice, the Nestlé team must understand and
engage its audience. That’s why Nestlé’s leadership uses Salesforce Marketing Cloud’s Social Studio
and Advertising Studio to analyze social conversations and engage with customers on the social
media platform of their choice. From those real-time conversations, Nestlé moves consumers into
personalized, individual experiences across automated journeys, determined with predictive data
and carried out by Salesforce Journey Builder. These journeys might include direct mentions on social
media, or geofencing push notifications when the customer is near a provider of his or her favorite
Nestlé Waters product.