How to: Use social listening to enhance customer experience

Gavin Hammar, founder of Sendible, explains how to master the art of social listening in order to enhance the customer experience

Businesses need to wake up to the value of social. Customers don’t see social media as just a way of venting complaints or seeing your latest ‘special’ offer. Now they see your social media activity as an extension of your brand.

Arguably, more than any other communication channel, social has become the place where customers judge your company’s personality and values. This means that you need to earn their engagement by providing them with value and a forum in which to share with like-minded others. The key to doing this right is social listening.