Social listening and essential response: how to use social media to your brand’s advantage

Virginia Backaitis
3 min readJan 10, 2024

by Meagan Saxton

Using social media as a tool for customer service is a cornerstone of digital marketing in the 21st century. However, it isn’t as simple as firing off a series of posts on X in response to angry customers. In fact, responding to customers when they are angry is merely one component of a broader…

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