Deliver personalized customer journeys

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Social media is consumers’ india business email list preferred customer care channel of choice, and responding to them on social isn’t optional. In Sprout’s Q4 2024 Pulse Survey of over 2,000 consumers, respondents agreed brands should make personalized customer service on social a top priority in 2025.

This means collaboration between social and care teams should be more than a handoff. They need to truly work in tandem to provide a seamless customer experience—finding processes and tools that increase productivity and surface strategic insights. If you’re not hyper-focused on customer care, you’re setting your brand up to fail long-term.

Morris sums it up like this: “Why do so many marketing leaders continue to think of customer care as something that is ‘another department’s problem?’ Marketing and care are two halves of the same whole. Do you care about your brand image? Do you care about overall customer sentiment about your company? Dive deep into your company’s NPS score, and the drivers behind it, and you’ll understand exactly what I’m talking about.”

A quote from Sprout's CMO Scott Morris that says, "Why do so many marketing leaders continue to think of customer care as something that is some other department's problem? Marketing and care are two halves of the same whole."
Considerations: Customer service and marketing teams must be more aligned than ever before. Are incompatible tech stacks and departmental silos getting in the way of that? What new processes and resources are needed to unite the teams?