Chatbots are strategic assets that enhance your customer care and marketing strategies. The technology has come a long way from being simply rules-based to offering features like artificial intelligence (AI) enabled automation and personalized interaction. Integrating chatbots can transform your customer relations by automating responses to common queries and collecting feedback, freeing your team to focus on more complex issues. These bots boost engagement by providing 24/7 support, making businesses constantly accessible. They also streamline the customer journey with personalized assistance ..read more

Contrary to popular belief, you don’t need to be a data analyst to craft social listening queries that drive results. Social listening has always been a powerful tool for brands that know how to wield it effectively. Even just one solid query can give a brand a rich, unbiased view of consumer sentiment. These insights build stronger messaging, campaigns, product lines—the opportunities are endless. In a bygone era, tapping into this data couldn’t be done without countless training sessions on everything from advanced analytics to structured query language (SQL). Today, listening tools are more ..read more

Traditional methods like star ratings and net promoter scores (NPS) are familiar ways we quantify customer satisfaction. But this is just the tip of the iceberg when it comes to customer sentiment. Advanced technologies like sentiment analysis help you go beyond numerical metrics by analyzing qualitative data such as social media comments, survey responses and reviews. This approach to calculating a sentiment score gives you a more nuanced understanding of customer opinion and a north star for improving your offerings and brand strategies. Read on to explore what a sentiment score is, the ..read more

It’s the scenario no business wants to face. A cybersecurity attack or reputational crisis that can turn a normal working day into a sink or swim scenario.  A good number of companies aren’t prepared for a crisis like this. However, an effective crisis communication strategy can help your company plan for a worst case scenario and emerge with your reputation intact.  While we hope any crisis management plan will remain in storage and never used—preparation is key. This comprehensive guide to crisis management will provide you with actionable tips on how to build a strategy to respond ..read more

In October 2023, I interviewed for a VP of Social and Content Strategy role for a very well-known and established brand. I met with the executive recruiter and had a pleasant and positive conversation that made me initially excited for the role. As we were wrapping up, they asked if I had any questions for them. I replied, “Can you give me an idea of how involved the C-suite is with the social team?” The recruiter paused to collect their thoughts and replied, “The CMO is very passionate about social media so I think you’ll find they’ll be actively involved in your day-to-day.” To me this was a ..read more

Delivering successful campaigns hinges on understanding your target customers. When you know how they feel about your brand, products and industry, you can reasonably predict what it takes to build a campaign that resonates. Today’s customers are sharing feedback in new ways. Often, that feedback isn’t given directly to the company. Gathering as much insight as possible from the feedback you have is crucial. Without sentiment analysis, you only capture a small part of the big picture. Sentiment analysis marketing is an AI-powered technique that decodes the nuanced emotions and opinions your cu ..read more

When Threads, Meta’s text-first social platform, came onto the scene in July 2023, social marketers everywhere let out a collective gasp. No one was sure what to expect. Soon, both social teams and users were quick to comment on Threads’ “good vibes” reminiscent of the early days of social media—a testament to organic, community-oriented conversations on the platform. As Threads continues to roll out new product features and expand API capabilities, the platform has become an engagement generator for brands, pushing more of them to create a presence. According to a Q3 2023 Sprout Pulse Survey ..read more

Whether it’s a try-on haul on YouTube, a styling video on TikTok or a #HighStreet fit check on Instagram, fashion influencers have an impact on how the world showcases their self-expression through clothing. Fashion influencers are indispensable partners for businesses because they influence purchase decisions, extend brand reach and connect with niche communities. Through influencer marketing, these digital trendsetters captivate the target audiences brands look to connect with. They also embody what consumers seek most from brands on social media: authenticity, which is ranked as the number ..read more

The steady popularity of influencer marketing, coupled with rapid advancements in AI and metaverse technology, is fueling the growth of a new social media superstar: virtual influencers. These computer-generated personalities function a lot like real human influencers. They post selfies and content from their day-to-day lives alongside brand partnerships with major companies. The only difference is they don’t exist in the physical world. Are virtual influencers a trend with staying power or more of a novelty for brands looking to cut through the noise of an increasingly crowded social media la ..read more

Author’s note: Insights from this article were pulled from Season Two, Episode Six of #CreatorTeaTalk—The Tea On Women In The Creator Economy, sponsored by Sprout Social. Whether founding our own brands and online communities or working behind-the-scenes to partner with creators and influencers, women are leading the way in shaping a more inclusive creator economy. By creating opportunities for ourselves and other creative entrepreneurs—or “creatorpreneurs”—we are building a space that is equitable and profitable. Despite us dominating the content creation and influencer marketing conversation ..read more