Harness social listening to drive product and content innovation

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Responding quickly to customer inquiries isn’t just about placating the needy—it’s an opportunity to differentiate your brand and show your level of commitment to customer service. In fact, 80% of consumers are more likely to do business with a company if it offers a response to complaints and negative reviews.

Marks & Spencer is a shining example of effective social customer service. Their consistent interaction with customers, addressing comments and questions on social media, not only resolves queries but also bolsters their reputation as a brand that puts customers first.

Marks and Spenser respond to issue from customer about an email they received asking the customer to DM with more details.
Marks & Spencer’s social media customer service doesn’t just resolve queries and romania mobile database complaints but also celebrates customers and their positive experiences. Our data shows that this is the primary reason why customers choose to engage with brands on social. When it comes to social proof, these are the moments to be made.

Marks and Spenser respond on X to positive feedback from customer.
The more you can spotlight satisfied customers, the better. Notably, poor customer service is one of the main reasons consumers unfollow brands on social media.

So don’t let customer service be an afterthought. By monitoring and employing social listening, you can ensure that no mention of your brand goes unnoticed.