The Next Era of Customer Engagement on Social Media

The entire customer journey exists on social. Algorithms and search bars drive product discoverability. Comments sections and DMs are becoming consumers’ preferred method of customer service. User-generated content and online communities foster loyalty and evangelism.

Every interaction on social is a chance to build lasting relationships and differentiate your business. Are you maximizing every moment?

This cheat sheet rounds up Sprout’s latest data on what consumers expect from brands on social and how brands’ engagement strategies need to evolve accordingly.

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How to use this resource

Root your strategy in audience data

Explore the latest insights into how customers use social across their buying journey to benchmark your current efforts.

Identify where to improve

Use our prompts to assess the current state of your social customer care efforts and processes, and prioritize ways to level up.

Learn from customer-first brands

Get case studies from brands leading the way with proactive social customer engagement (and see how Sprout supports their teams).

Build and grow stronger relationships on social

Sprout Social helps you understand and reach your audience, engage your community and measure performance with the only all-in-one social media management platform built for connection.

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