Provide a best-in-class customer experience—on social and beyond

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Listening enables you to tap into consumer conversations, and deliver insights and key learnings you need to guide your organization-wide strategy. The tools reveal how consumers feel about your competitors, and help you identify industry gaps to find new opportunities to differentiate your business.

A screenshot of the competitive analysis in Sprout's listening tool. This page shows a graphic breaking down a brand's share of voice, engagements, sentiment and potential impressions vs the brand's indonesia mobile database competitors.
Social is a prime place to boost your discoverability, drive brand awareness and loyalty, and help your company deliver business development results—while ensuring higher customer satisfaction. Brands achieve this by creating meaningful connections with customers and advocates, and providing real-time customer care. But Phillips warns this can create reputation risks if you don’t have a strong customer care strategy in place, or if you have an inconsistent posting cadence.

Data supports his claim. According to The 2022 Sprout Social Index™, when consumers wait too long for a brand to respond on social, 36% say they will share that negative experience with friends and family. A comparable 31% won’t complete their purchase, while 30% will buy from a competitor instead.

Your audience wants to see that you care about helping your customers, and have a POV on the pain points, topics and trends that matter most to them. For example, see how expense management solution company Brex creates content that speaks to the needs of their target audience.