{"id":22460,"date":"2026-03-12T15:52:08","date_gmt":"2026-03-12T15:52:08","guid":{"rendered":"https:\/\/emplifistg.wpenginepowered.com\/?post_type=resource_posts&#038;p=22460"},"modified":"2026-03-12T15:52:08","modified_gmt":"2026-03-12T15:52:08","slug":"voc-strategy-social-feedback","status":"publish","type":"resource_posts","link":"https:\/\/emplifi.io\/resources\/voc-strategy-social-feedback\/","title":{"rendered":"Why social feedback should be part of your VoC strategy"},"content":{"rendered":"","protected":false},"featured_media":22461,"parent":0,"menu_order":0,"template":"page-templates\/resource-blog.php","resource_topics_tax":[62,433,69],"resource_types_tax":[48],"resource_industries_tax":[18,17,404,105,555,106,107,108,109],"resource_visibility_tax":[],"class_list":["post-22460","resource_posts","type-resource_posts","status-publish","has-post-thumbnail","hentry","resource_topics_tax-customer-care","resource_topics_tax-listening","resource_topics_tax-voice-of-the-customer","resource_types_tax-blogs","resource_industries_tax-agencies","resource_industries_tax-consumer-packaged-goods","resource_industries_tax-high-education","resource_industries_tax-media-entertainment","resource_industries_tax-non-profit","resource_industries_tax-restaurants","resource_industries_tax-retail-ecommerce","resource_industries_tax-sports","resource_industries_tax-travel-hospitality"],"acf":{"hide_main_menu":false,"resource_description":"A modern Voice of the Customer (VoC) strategy needs to capture conversations on social media, analyze them at scale, and turn them into actionable insight. With AI-powered tools like Emplifi\u2019s CX platform, you can transform unsolicited social feedback into better products, stronger service, and smarter decision-making.\r\n","hero_default_group":{"image":false,"subhead":"","headline":"","text":"","button_1":"","button_2":"","video_modal_group":{"add_video":false,"button_text":"","video_type":"youtube","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/GevhhrjhT4s\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>"}},"hero_default_clone":{"hero_default_group":{"image":false,"subhead":"","headline":"","text":"","button_1":"","button_2":"","video_modal_group":{"add_video":false,"button_text":"","video_type":"youtube","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/GevhhrjhT4s\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>"}}},"icon_blocks_group":{"show_section":false,"section_subhead":"","section_headline":"","section_text":"","section_button":null,"blocks":false},"icon_blocks_clone":{"icon_blocks_group":{"show_section":false,"section_subhead":"","section_headline":"","section_text":"","section_button":null,"blocks":false}},"media_embed_group":{"show_section":false,"section_icon":false,"section_subhead":"","section_headline":"","section_text":"","background_height":"half","media_type":"image","image":false,"lottie_animation":false,"code_embed":"","":null,"video_type":"youtube","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/GevhhrjhT4s\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>"},"media_embed_clone":{"media_embed_group":{"show_section":false,"section_icon":false,"section_subhead":"","section_headline":"","section_text":"","background_height":"half","media_type":"image","image":false,"lottie_animation":false,"code_embed":"","":null,"video_type":"youtube","vimeo_embed":"<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/339430037?h=d982fc6177&title=0&byline=0&portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" allowfullscreen><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>","wistia_embed":"s3lqfi0zn7","youtube_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/GevhhrjhT4s\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>"}},"stats_group":{"show_section":false,"section_subhead":"","section_headline":"","section_text":"","stats":false},"stats_clone":{"stats_group":{"show_section":false,"section_subhead":"","section_headline":"","section_text":"","stats":false}},"resource_wysiwyg":"<p>Social media has become a pivotal arena for brands to engage with their audience, build lasting relationships, and drive business growth.<\/p>\n<p>Whether you&#8217;re a social media manager, a marketer, or a business owner, understanding the dynamics of engagement in the digital space is crucial. From grasping the basics of what social media engagement entails to mastering the art of increasing it, consider this your go-to resource for harnessing the power of social media interactions to bolster your brand&#8217;s presence and success.<\/p>\n<p>Let\u2019s explore the nuances of social media engagement to understand its importance, measurement, and strategies to enhance it across various platforms.<\/p>\n<h2>Table of contents<\/h2>\n<p><a href=\"#what-is-social-media-engagement\">What is social media engagement?<\/a><br \/>\n<a href=\"#examples-of-social-media-engagement\">What are some examples of social media engagement?<\/a><br \/>\n<a href=\"#how-social-media-engagement-differs\">How does social media engagement differ across different platforms?<\/a><br \/>\n<a href=\"#why-social-media-engagement-is-important\">Why is social media engagement important for brands?<\/a><br \/>\n<a href=\"#social-media-engagement-stakeholders\">What role does social media play in stakeholder engagement?<\/a><br \/>\n<a href=\"#social-media-engagement-measurement\">How is social media engagement measured?<\/a><br \/>\n<a href=\"#social-media-engagement-calculate\">How do you calculate a social media engagement rate?<\/a><br \/>\n<a href=\"#social-media-engagement-rate\">What is a good social media engagement rate?<\/a><br \/>\n<a href=\"#highest-social-media-engagement\">Which social media channel averages the greatest engagement levels?<\/a><br \/>\n<a href=\"#increase-social-media-engagement\">How can you increase social media engagement?<\/a><br \/>\n<a href=\"#engaging-social-media-content\">How do you create engaging social media content?<\/a><\/p>\n<h2 id=\"what-is-social-media-engagement\">What is social media engagement?<\/h2>\n<p>Social media engagement refers to users&#8217; interactions, reactions, and connections with content on various <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-platforms-and-apps-to-watch\/\">social media platforms<\/a>. It goes beyond just counting likes and shares for your social media posts, encompassing a spectrum of activities that indicate the level of <a href=\"https:\/\/emplifi.io\/resources\/blog\/the-social-media-metrics-that-really-matter\">audience involvement<\/a> and interest in a brand or its content. This engagement is a vital metric for businesses, as it reflects the effectiveness of their <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-marketing-strategy\/\">social media strategies<\/a> in fostering meaningful <a href=\"https:\/\/emplifi.io\/resources\/blog\/what-is-consumer-engagement\">relationships<\/a> with their audience.<\/p>\n<p>While the core of social media engagement involves actions such as likes, comments, shares, and clicks, its true value lies in the quality of these interactions. Meaningful engagement occurs when users actively participate in discussions, share personalized experiences, or contribute <a href=\"https:\/\/emplifi.io\/products\/social-media-marketing\/user-generated-content-for-marketing\">user-generated content<\/a> (UGC). It&#8217;s a two-way street where brands not only broadcast their messages, but also listen and respond to their audience.<\/p>\n<p>This type of <a href=\"https:\/\/emplifi.io\/resources\/blog\/brand-authenticity\/\">authentic engagement<\/a> fosters a sense of community and builds trust between brands and their followers. It also allows for valuable feedback and <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-analytics-the-complete-guide\/\">insights<\/a> that brands can use to improve products and services. This sort of social media engagement is essential for brands to stay relevant and connect with their target audience, as it&#8217;s a powerful tool that can increase <a href=\"https:\/\/emplifi.io\/resources\/blog\/steps-to-spread-brand-awareness-on-social-media\">brand awareness<\/a>, drive <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-increase-your-social-media-traffic\">website traffic<\/a>, and ultimately lead to conversions.<\/p>\n<div style=\"padding: 56.25% 0 0 0; position: relative;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" title=\"5 things you need to know about social media engagement\" src=\"https:\/\/player.vimeo.com\/video\/911652988?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<h2 id=\"examples-of-social-media-engagement\">What are some examples of social media engagement?<\/h2>\n<p>Social media engagement between brands and customers can take various forms, showcasing these connections&#8217; dynamic and interactive nature.<\/p>\n<p>One prevalent example is <a href=\"https:\/\/emplifi.io\/products\/social-customer-care\">social customer care<\/a>. This is where brands actively <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-listening-guide\/\">monitor their social media mentions<\/a> and promptly address customer inquiries, concerns, and issues. This real-time interaction resolves problems efficiently and demonstrates a commitment to customer satisfaction.<\/p>\n<p>Another common engagement tactic involves brands running interactive <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-gamification-can-help-boost-your-social-media-strategy\/\">contests and giveaways<\/a>, most commonly on TikTok and Instagram. By encouraging users to share content with a branded hashtag, participate in <a href=\"https:\/\/emplifi.io\/?post_type=resource_posts&#038;p=1607\">challenges<\/a>, or submit entries for giveaways, brands create a buzz and foster a sense of community. Responding to UGC with likes and comments further strengthens the connection between the brand and its audience.<\/p>\n<p>Brands can also engage customers through immersive experiences such as live Q&amp;A sessions, behind-the-scenes glimpses, and live-streamed <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-get-started-with-livestream-shopping\/\">product demos<\/a>. This direct interaction allows brands to showcase <a href=\"https:\/\/emplifi.io\/resources\/blog\/brand-authenticity\/\">authenticity<\/a>, answer questions, and build a more personal connection with their audience.<\/p>\n<p>In some cases, a brand might want to take on a professional tone, actively participating in industry discussions, sharing valuable insights, and responding thoughtfully to comments. LinkedIn is often the forum for this sort of engagement, allowing brands to position themselves as thought leaders and establish credibility within their professional community.<\/p>\n<p>In essence, social media engagement involves active participation, responsiveness, and creativity. Whether it&#8217;s addressing customer concerns, running interactive contests, hosting live video sessions, or creating entertaining content, successful engagement strategies contribute to building meaningful relationships between brands and their customers across various social media platforms and beyond.<\/p>\n<p>That engagement can extend outside social channels because this dynamic can both build trust and drive sales with your customers. Social media content is <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-deploy-social-proof-within-your-marketing-strategy\/\">extremely effective at delivering social proof<\/a> across the customer journey depending on where the engagement happens and how social content is deployed.<br \/>\npublished<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-3216\" src=\"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-300x297.jpg\" alt=\"How social media delivers value at each stage of the customer journey\" width=\"300\" height=\"297\" srcset=\"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-300x297.jpg 300w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-1024x1012.jpg 1024w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-150x150.jpg 150w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-768x759.jpg 768w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-1536x1518.jpg 1536w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-24x24.jpg 24w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-36x36.jpg 36w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel-48x48.jpg 48w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/02\/emplifi_social-funnel.jpg 1823w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<h2 id=\"how-social-media-engagement-differs\">How does social media engagement differ across social media platforms?<\/h2>\n<p>Social media engagement manifests in diverse ways across different platforms, reflecting the unique features and user behaviors inherent to each. All your social media management efforts should keep in mind these differences to ensure your posts drive as much engagement as possible with your audiences on these platforms.<\/p>\n<h3>Facebook<\/h3>\n<p>On Facebook, engagement often involves likes, comments, and shares on posts, as well as participation in polls and discussions within groups.<\/p>\n<p>Brands can also leverage <a href=\"https:\/\/emplifi.io\/resources\/blog\/9-tips-for-businesses-using-facebook-live-video\">Facebook Live<\/a> to interact with their audience in real time, fostering immediate and authentic connections, while <a href=\"https:\/\/emplifi.io\/resources\/blog\/5-ways-brands-can-make-the-best-use-of-facebook-stories\">Facebook Stories<\/a> can generate immediacy for followers to watch the latest video from your brand.<\/p>\n<h3>X\/Twitter<\/h3>\n<p><a href=\"https:\/\/emplifi.io\/resources\/blog\/things-you-should-never-do-on-twitter\/\">X\/Twitter<\/a> thrives on concise interactions, with engagement measured through reposts, likes, replies, and the use of <a href=\"https:\/\/emplifi.io\/resources\/blog\/why-tiktokmademebuyit-is-so-effective-for-brands\/\">hashtags<\/a>. The platform encourages real-time conversations, making it ideal for quick updates, industry trends, and timely engagement with followers.<\/p>\n<h3>LinkedIn<\/h3>\n<p>LinkedIn sees engagement through likes, comments, and shares of industry-specific articles and updates. It&#8217;s a hub for professional discussions, networking, and sharing valuable insights within relevant communities. Brands often use it to share content from their website, company updates, and highlight office culture.<\/p>\n<h3>TikTok<\/h3>\n<p><a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-use-tiktok-for-business\/\">TikTok<\/a> thrives on user participation through likes, comments, shares, and the creation of duets or reaction videos. <a href=\"https:\/\/emplifi.io\/resources\/blog\/the-ultimate-guide-to-hashtags\/\">Hashtag challenges<\/a> are a popular way for brands to encourage UGC and increase visibility, and some <a href=\"https:\/\/emplifi.io\/resources\/blog\/why-tiktokmademebuyit-is-so-effective-for-brands\/\">hashtags<\/a> can really take on a life of their own when it comes to consumer engagement.<\/p>\n<h3>Instagram<\/h3>\n<p>Instagram gauges engagement through likes, comments, and shares of photos and videos. Stories and <a href=\"https:\/\/emplifi.io\/resources\/blog\/instagram-reels\">Reels<\/a> contribute to real-time engagement, and features like polls and quizzes encourage interactive content.<\/p>\n<h3>Snapchat<\/h3>\n<p>Engagement on Snapchat is primarily measured through interactions such as views, screenshots, and replies to snaps. When a user sends a snap to their friends or posts it on their story, they can see how many people have viewed it. This metric provides a sense of how many people are actively engaging with the content.<\/p>\n<p>Across these platforms, successful engagement involves creating content that resonates with the unique audience of each platform. Whether it&#8217;s fostering discussions on Facebook, embracing the brevity of X\/Twitter, maintaining a professional tone on LinkedIn, embracing creativity on <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-use-tiktok-for-business\/\">TikTok<\/a>, or showcasing visually appealing content on Instagram, understanding the nuances of each platform is key to cultivating meaningful interactions with diverse audiences.<\/p>\n<h2 id=\"why-social-media-engagement-is-important\">Why is social media engagement important for brands?<\/h2>\n<p>Social media engagement is essential for brands across virtually all industries, playing a pivotal role in building and sustaining a positive <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-branding\">brand image<\/a>, building a strong and engaged online community, as well as collecting and <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-deploy-social-proof-within-your-marketing-strategy\/\">deploying social proof<\/a>.<\/p>\n<h3>Authenticity<\/h3>\n<p><a href=\"https:\/\/emplifi.io\/resources\/blog\/brand-authenticity\/\">Authenticity<\/a> is a big part of that, as active social engagement allows brands to humanize their presence. By <a href=\"https:\/\/emplifi.io\/resources\/blog\/contact-center-industry-standards\/\">responding promptly<\/a> to customer service inquiries, concerns, and comments on social, brands showcase transparency and a genuine commitment to <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-measure-customer-satisfaction\">customer satisfaction<\/a>, fostering a more human and relatable connection with their audience.<\/p>\n<h3>Credibility<\/h3>\n<p>Credibility is another key factor that gets a boost from social media engagement. Regularly participating in industry discussions, sharing valuable insights, and addressing <a href=\"https:\/\/emplifi.io\/solutions\/voice-of-customer-feedback\">customer feedback<\/a> contributes to positioning a brand as an authoritative voice within its industry. This not only builds trust among the audience but also establishes the brand as a reliable source of information and expertise.<\/p>\n<h3>Customer loyalty<\/h3>\n<p>A byproduct of building credibility, <a href=\"https:\/\/emplifi.io\/resources\/blog\/customer-retention-guide\/\">customer loyalty<\/a> is one of the biggest potential benefits of meaningful social media engagement. When brands <a href=\"https:\/\/emplifi.io\/resources\/blog\/why-is-social-listening-important\">actively listen<\/a> to their audience, respond to their needs, and create a sense of <a href=\"https:\/\/go.emplifi.io\/community-management-engagement.html\">community<\/a>, it cultivates a loyal customer base. Engaged customers are more likely to advocate for the brand, making recommendations and contributing to positive <a href=\"https:\/\/emplifi.io\/resources\/blog\/customer-reviews-ratings-ugc-purchase-decisions\/\">word-of-mouth<\/a> marketing that can&#8217;t be bought for any price.<\/p>\n<h3>Brand awareness<\/h3>\n<p>Social media engagement is also instrumental in improving brand awareness. Active participation in conversations, sharing relevant content, and leveraging UGC contribute to increased reach and visibility. Engaged audiences are more likely to share brand content with their networks, amplifying the brand&#8217;s presence and attracting new followers.<\/p>\n<p>Social media engagement is crucial for brands to establish authenticity and credibility, foster customer loyalty, and enhance brand awareness. It&#8217;s an essential piece of any successful social media strategy, which goes beyond mere marketing, creating a genuine and lasting connection with the audience, ultimately contributing to the overall success and positive perception of the brand in the competitive landscape.<\/p>\n<h2 id=\"social-media-engagement-stakeholders\">What role does social media play in stakeholder engagement?<\/h2>\n<p>Social media serves as a powerful arena for stakeholder <a href=\"https:\/\/emplifi.io\/resources\/blog\/what-is-consumer-engagement\">engagement<\/a>, particularly for large brands seeking to connect with their diverse audience. The various <a href=\"https:\/\/emplifi.io\/resources\/blog\/which-social-media-channels-your-brand-needs-to-know\">social media channels<\/a> offer unique features that contribute to fostering meaningful relationships between brands and customers.<\/p>\n<p>The real-time nature of social media platforms allows for immediate and direct interaction, giving brands the space to <a href=\"https:\/\/emplifi.io\/resources\/blog\/customer-expectations-for-social-customer-care\/\">respond promptly<\/a> to customer inquiries, <a href=\"https:\/\/emplifi.io\/resources\/blog\/empathy-and-customer-service\">address concerns<\/a>, and <a href=\"https:\/\/emplifi.io\/resources\/blog\/conversational-commerce-social-media-roi\">engage in conversations<\/a>, creating a dynamic and responsive relationship. This instant communication contributes to a sense of accessibility and focus on the customer.<\/p>\n<p>Visual-centric platforms like Instagram and <a href=\"https:\/\/emplifi.io\/resources\/blog\/why-tiktok-is-more-than-a-social-media-platform\/\">TikTok<\/a> allow brands to showcase their products and services creatively. Through visually appealing content, brands can not only capture attention but also convey their <a href=\"https:\/\/emplifi.io\/resources\/blog\/what-gen-z-needs-from-brands\">brand personality<\/a>, fostering a more <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-brands-embrace-nostalgia-to-connect-with-todays-audience\/\">emotional connection<\/a> with their audience.<\/p>\n<p>Platforms such as Facebook and X\/Twitter facilitate community-building through groups, discussions, and <a href=\"https:\/\/emplifi.io\/resources\/blog\/the-ultimate-guide-to-hashtags\/\">hashtags<\/a>. This sense of <a href=\"https:\/\/emplifi.io\/resources\/blog\/5-stages-for-effective-social-media-community-management\">community<\/a> creates a space for stakeholders to connect with each other, share experiences, and express their affinity for the brand. Brands can actively participate in these communities, further solidifying their role as central figures in the stakeholder ecosystem.<\/p>\n<p>Moreover, social media enables brands to gather valuable <a href=\"https:\/\/emplifi.io\/solutions\/voice-of-customer-feedback\">feedback<\/a> and insights directly from their audience. Conducting <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-instagram-polls-can-enhance-influencer-marketing\">polls<\/a>, surveys, and monitoring discussions help brands understand customer preferences, expectations, and concerns. This information is invaluable for shaping product development, marketing strategies, and overall business decisions.<\/p>\n<p>Social media&#8217;s unique features, including real-time communication, visual storytelling, community-building, and direct feedback mechanisms, make it an ideal arena for stakeholder engagement. Brands can leverage these attributes to create a vibrant and interactive relationship with their stakeholders, ultimately contributing to brand loyalty and sustained success.<\/p>\n<h2 id=\"social-media-engagement-measurement\">How is social media engagement measured?<\/h2>\n<p>Social media engagement is measured through a <a href=\"https:\/\/emplifi.io\/resources\/blog\/the-social-media-metrics-that-really-matter\">range<\/a> of <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-benchmarks\">metrics<\/a> that provide insights into the depth and effectiveness of interactions between consumers and brands. Key social media metrics include:<\/p>\n<p><strong>Likes and Reactions<\/strong>: These quantify the positive response to content. The more likes and reactions, the higher the <a href=\"https:\/\/emplifi.io\/resources\/blog\/engagement-rate-a-metric-you-can-count-on\">engagement level<\/a>.<\/p>\n<p><strong>Comments<\/strong>: The number of comments reflects direct interaction and engagement. Meaningful conversations contribute to a higher engagement score.<\/p>\n<p><strong>Shares and Retweets<\/strong>: Sharing content amplifies its reach. The more users share your content, the broader the impact and higher the engagement.<\/p>\n<p><strong>Click-Through Rate (CTR)<\/strong>: CTR measures the percentage of users who clicked on a link within a post. It indicates the effectiveness of content in driving further engagement.<\/p>\n<p><strong>Follower Growth<\/strong>: An increase in <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-get-followers-on-tiktok-a-guide-for-brands\/\">followers<\/a> indicates a growing audience interested in the brand&#8217;s content, contributing to long-term engagement potential.<\/p>\n<p><strong>Impressions and Reach<\/strong>: These metrics provide an overview of how many users have seen the content. High impressions and reach suggest broad visibility, but engagement metrics reveal the quality of that visibility.<\/p>\n<p><strong>Conversion Rate<\/strong>: For brands focusing on specific actions like sign-ups or purchases, tracking the conversion rate from social media interactions is crucial in understanding the impact on business <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-goals\">goals<\/a>.<\/p>\n<p><strong>Time Spent on Page or Post<\/strong>: Monitoring how much time users spend engaging with content provides insights into the level of interest and its ability to capture attention.<\/p>\n<p><strong>Sentiment Analysis<\/strong>: Understanding the <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-use-sentiment-analysis-for-brand-building\">sentiment<\/a> expressed in comments and mentions helps gauge the overall perception of the brand and the nature of engagement.<\/p>\n<p><strong>User-Generated Content (UGC)<\/strong>: The amount and quality of <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-boost-your-bottom-line-with-ugc\/\">UGC<\/a> can be a powerful indicator of brand affinity and active community engagement.<\/p>\n<p>By analyzing these <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-benchmarks\">metrics<\/a> collectively, brands can gain a comprehensive understanding of the effectiveness of their social media engagement strategies and make informed decisions to optimize future efforts.<\/p>\n<p>&nbsp;<\/p>\n<p><em>A look at Emplifi Unified Analytics, and the TikTok overview dashboard empowering brands to perform better social analysis.<\/em><\/p>\n<p><em>Social media management solutions like Emplifi Social Marketing Cloud capture and unify engagement data into one place for faster insights and reaction.<\/em><\/p>\n<h2 id=\"social-media-engagement-calculate\">How do you calculate a social media engagement rate?<\/h2>\n<p>Social media engagement rates measure the level of interaction between a brand and its audience on social media. They\u2019re calculated by dividing the number of interactions (likes, comments, shares, etc.) by the number of followers. The resulting percentage is a metric that can be used to track the success of a social media campaign and identify areas for improvement.<\/p>\n<p>Here&#8217;s a straightforward formula and instructions for its application:<\/p>\n<h3>Social media engagement rate formula<\/h3>\n<p>The most commonly used formula for calculating \u200cengagement rate is:<\/p>\n<blockquote><p>Engagement Rate = (Total engagements on a post \/ Total followers) * 100%<\/p><\/blockquote>\n<h3>Definitions<\/h3>\n<p><strong>Total engagements on a post<\/strong>: This includes all interactions your content receives, such as likes, comments, shares, saves, etc.<\/p>\n<p><strong>Total followers<\/strong>: The number of followers or subscribers on your profile at the time of measuring.<\/p>\n<h3>Instructions for calculation<\/h3>\n<p><strong>Gather data<\/strong>: First, identify the post for which you want to calculate the engagement rate. Collect the total number of engagements for this post.<\/p>\n<p><strong>Total engagements<\/strong>: Add up all forms of interactions on the post (likes, comments, shares, etc.). Some social media platforms provide these analytics directly in their insights or analytics sections.<\/p>\n<p><strong>Total followers<\/strong>: Note the number of followers or subscribers you have. This should be the current count at the time of your calculation.<\/p>\n<p><strong>Apply the formula<\/strong>: Plug these numbers into the formula.<\/p>\n<p><strong>Calculate<\/strong>: Perform the division followed by multiplication to get the engagement rate as a percentage.<\/p>\n<p><strong>Interpreting results<\/strong>: A higher percentage typically indicates better engagement. However, remember that what constitutes a &#8220;good&#8221; engagement rate can vary by industry, platform, and audience.<\/p>\n<h3>Example<\/h3>\n<p>Suppose you have a post with 250 engagements (likes, comments, shares, etc.), and you have 5,000 followers. The engagement rate would be:<\/p>\n<blockquote><p>Engagement Rate = (200 \/ 5000) * 100 = 4%<\/p><\/blockquote>\n<p>This formula gives you a clear and quantifiable way to measure how well your audience interacts with your content relative to your follower base. It&#8217;s an essential metric for evaluating the performance of your social media strategy and understanding your audience&#8217;s engagement level.<\/p>\n<p>While it\u2019s important to understand the process, it is considerably easier to <a href=\"https:\/\/emplifi.io\/resources\/blog\/best-social-media-management-tools\/\">utilize social media management tools<\/a> to gather, calculate, and visualize your engagement rate. You will even be able to automate certain activities over time to support improvement and connect your rate to other customer data.<\/p>\n<h2 id=\"social-media-engagement-rate\">What is a good social media engagement rate?<\/h2>\n<p>A good engagement rate is one that signifies a meaningful and active relationship between a brand and its audience. Typically, anything between 1%-6% is considered good social media engagement, depending on platform, industry, and other factors like organic versus paid engagement.<\/p>\n<p>High-quality interactions, such as thoughtful comments or shares, are more valuable indicators of engagement than mere likes. It&#8217;s also important to consider the context of your specific audience, as well as <a href=\"https:\/\/emplifi.io\/resources\/industry-benchmarks\">industry benchmarks<\/a> for a more accurate assessment.<\/p>\n<p>Ultimately, the best way to determine what a good engagement rate is for your business is to track your own results over time and compare them to your industry peers <a href=\"https:\/\/emplifi.io\/resources\/blog\/best-social-media-management-tools\/\">through a social media management tool<\/a>.<\/p>\n<h2 id=\"highest-social-media-engagement\">Which social media channel averages the greatest engagement levels?<\/h2>\n<p>Aligning with your comprehensive overview of different platforms, the platform with the greatest engagement levels often depends on the target audience and content type. For example, TikTok has emerged as the <a href=\"https:\/\/www.statista.com\/statistics\/1274133\/engagement-rate-per-post-social-media\/#:~:text=According%20to%20a%20global%20report,was%204.25%20percent%20in%202022.\">leader in post engagement<\/a>, but tends to be stronger with younger demographics.<\/p>\n<p>Instagram, combined with Facebook, has the <a href=\"https:\/\/www.statista.com\/statistics\/272014\/global-social-networks-ranked-by-number-of-users\/\">largest available audience<\/a>, while YouTube and WhatsApp follow closely behind. For B2B interactions, LinkedIn is notable but doesn\u2019t have the overall reach of the other platforms. The key is understanding where your specific audience is most active and tailoring content to each platform&#8217;s unique environment.<\/p>\n<p>Engagement levels shift annually, so <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-benchmarks\">evaluate your social media benchmarks<\/a> to understand where your audience lives and, thereby, where to engage them. Across 2023, Instagram enjoyed higher engagement \u2013 and was the only channel to see any meaningful shift in the final quarter of the year \u2013 across 2024 and enjoyed its best numbers in two years.<\/p>\n<p>Tracking these types of shifts and benchmarks can be the difference between effectively deploying your resources and reaching your audience.<\/p>\n<h2 id=\"increase-social-media-engagement\">How can you increase social media engagement?<\/h2>\n<p>To increase social media engagement in line with your existing content, consider the following strategies:<\/p>\n<p><strong>Know your audience<\/strong>: Create content that resonates with your <a href=\"https:\/\/emplifi.io\/resources\/blog\/target-audience-analysis-guide-everything-digital-marketers-need-to-know\/\">target audience<\/a>. That means it should align with their interests, needs, and behaviors.<\/p>\n<p><strong>Consistent and quality posting<\/strong>: Regularly post content that is both engaging and relevant to maintain a consistent presence.<\/p>\n<p><strong>Active engagement<\/strong>: Respond to comments, participate in conversations, and <a href=\"https:\/\/emplifi.io\/resources\/blog\/best-practices-for-leveraging-ugc-in-2023\/\">encourage UGC<\/a> to foster a two-way communication channel.<\/p>\n<p><strong>Utilize visuals and interactive features<\/strong>: Incorporate images, videos, polls, and quizzes to make your content more engaging and shareable. This content is ideal for <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-customers-pursue-authenticity-on-path-to-purchase-and-loyalty\/\">authenticity<\/a>, which could be a great way to increase engagement.<\/p>\n<p><strong>Leverage analytics<\/strong>: Use <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-media-analytics-tools\">social media analytics<\/a> to understand what types of content are performing best and refine your strategy accordingly.<\/p>\n<h2 id=\"engaging-social-media-content\">How do you create engaging social media content?<\/h2>\n<p>There are a few key elements to creating engaging social media content:<\/p>\n<p><strong>Relevance<\/strong>: Your content should be relevant to your audience and their interests. This means understanding what they care about and what kind of content they&#8217;re looking for through <a href=\"https:\/\/emplifi.io\/resources\/blog\/persona-mapping\">developing personas<\/a> or tactics like <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-listening-guide\/\">social listening<\/a>.<\/p>\n<p><strong>Value<\/strong>: Your content should provide value to your audience. This could be in the form of information, entertainment, or inspiration.<\/p>\n<p><strong>Engagement<\/strong>: Your content should encourage engagement from your audience. This could be through likes, comments, shares, or even clicks through to your website.<\/p>\n<p><strong>Consistency<\/strong>: You need to be consistent with your social media content. This means posting regularly and on a schedule that works for your audience. If you can follow these tips, you&#8217;ll be well on your way to creating engaging social media content.<\/p>\n<div class=\"hero-banner-alt__content\" style=\"text-align: left; max-width: 1000px; margin: 40px auto 20px auto; line-height: normal; padding-bottom: 20px;\">\n<div style=\"padding: 56.25% 0 0 0; position: relative;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" title=\"Best practices for leveraging user-generated content\" src=\"https:\/\/player.vimeo.com\/video\/857019573?badge=0&amp;autopause=0&amp;quality_selector=1&amp;player_id=0&amp;app_id=58479&amp;texttrack=en-x-autogen\" frameborder=\"0\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<\/div>\n<p>Once you plan for those considerations, there are specific tactics that help brands increase engagement:<\/p>\n<p><strong>Encourage UGC<\/strong>: Engage your audience by featuring their content or creating campaigns that encourage their participation. Your audience likes hearing from and <a href=\"https:\/\/emplifi.io\/resources\/blog\/how-to-boost-your-bottom-line-with-ugc\/\">engaging with people like them<\/a>.<\/p>\n<p><strong>Utilize storytelling<\/strong>: Share stories and content that reflect your brand&#8217;s values and mission authentically. The more human, the better.<\/p>\n<p><strong>Create visually appealing media<\/strong>: Use high-quality images, videos, and graphics to capture attention. This is where <a href=\"https:\/\/emplifi.io\/resources\/blog\/best-practices-for-leveraging-ugc-in-2023\/\">UGC becomes particularly powerful<\/a>.<\/p>\n<p><strong>Deploy interactive elements<\/strong>: Incorporate polls, quizzes, and questions to encourage audience participation.<\/p>\n<p><strong>Deliver value-driven content<\/strong>: Provide content that educates, entertains, or solves problems for your audience.<\/p>\n<p><strong>Share timely and trending topics<\/strong>: Stay relevant by posting content related to current events, trends, or seasonal themes.<\/p>\n<p><strong>Partner with influencers<\/strong>: All <a href=\"https:\/\/emplifi.io\/resources\/blog\/micro-influencers-vs-macro-influencers\/\">levels of influencers<\/a> bring \u200cestablished trust and expectations from your audience. By including them in your social media marketing mix, you\u2019ll find immediate boosts to your engagement rate.<\/p>\n<h2>Ready to track your social media engagement?<\/h2>\n<p>The fastest and easiest way to collect, analyze, and react to your social media engagement is <a href=\"https:\/\/emplifi.io\/products\/social-media-marketing\">through a social media management solution<\/a>. With custom dashboards, you can pull all of your social media data into one place and track all aspects of engagement through automated reporting.<\/p>\n<p>Combined with AI, a <a href=\"https:\/\/emplifi.io\/products\/social-media-marketing\/analytics\">social media management solution with unified analytics<\/a> will allow you to quickly identify opportunities to improve social media engagement and turn disparate data into actionable insights. If you would like to learn more about how Emplifi can help improve your social media engagement, <a href=\"https:\/\/emplifi.io\/demo\/\">book a demo<\/a> today!<\/p>\n","page_cta_group":{"show_section":true,"use_global_cta":true,"section_subhead":"","section_headline":"","section_text_left":"","section_text_right":"","section_button":null},"awards_group":{"show_section":false,"use_global_awards_text":true,"section_subhead":"","section_headline":"","section_text":"","use_global_awards":true,"awards":false},"hero_headline":"Why social feedback should be part of your VoC strategy","hero_read_time":"6","hero_image":{"ID":22461,"id":22461,"title":"AdobeStock_458486894","filename":"AdobeStock_458486894.jpg","filesize":157204,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894.jpg","link":"https:\/\/emplifi.io\/resources\/voc-strategy-social-feedback\/adobestock_458486894\/","alt":"Team members looking at laptop, checking their customer feedback","author":"45","description":"","caption":"","name":"adobestock_458486894","status":"inherit","uploaded_to":22460,"date":"2026-03-12 14:30:22","modified":"2026-03-12 14:30:45","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/emplifi.io\/wp-includes\/images\/media\/default.png","width":1067,"height":600,"sizes":{"thumbnail":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-150x150.jpg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-300x169.jpg","medium-width":300,"medium-height":169,"medium_large":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-768x432.jpg","medium_large-width":768,"medium_large-height":432,"large":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-1024x576.jpg","large-width":1024,"large-height":576,"1536x1536":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894.jpg","1536x1536-width":1067,"1536x1536-height":600,"2048x2048":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894.jpg","2048x2048-width":1067,"2048x2048-height":600,"fullscreen":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894.jpg","fullscreen-width":1067,"fullscreen-height":600,"menu-24x24":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-24x13.jpg","menu-24x24-width":24,"menu-24x24-height":13,"menu-36x36":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-36x20.jpg","menu-36x36-width":36,"menu-36x36-height":20,"menu-48x48":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/AdobeStock_458486894-48x27.jpg","menu-48x48-width":48,"menu-48x48-height":27}},"content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Key points:<\/h2>\n<ul>\n<li aria-level=\"1\">Traditional feedback tools like CSAT and NPS capture limited and often biased responses. <strong>The real Voice of the Customer (VoC) lives in unsolicited conversations happening across social media, forums, and reviews.<\/strong><\/li>\n<li aria-level=\"1\">By analyzing mentions, comments, reviews, and untagged discussions, <strong>brands can uncover product issues, feature requests, and customer sentiment<\/strong> that would otherwise go unnoticed.<\/li>\n<li aria-level=\"1\">Tools like Emplifi\u2019s CX platform analyze social conversations at scale, helping teams <strong>detect issues earlier, route insights to product teams, and improve customer experience before problems escalate.<\/strong><\/li>\n<\/ul>\n"},{"acf_fc_layout":"line","add_line":true},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>For years, companies have relied purely on surveys to understand customer experience. You send a follow-up email after a purchase asking them to rate their experience from one to ten.<\/p>\n<p>But what are the chances of customers actually responding?<\/p>\n<p>Only around <a href=\"https:\/\/www.cirrusconnects.com\/glossary\/response-rate\/\" target=\"_blank\" rel=\"noopener\">20 &#8211; 30%<\/a> of customers fill out email and web based surveys, and the ones who do are usually the happiest or the angriest. That leaves a massive gap in the middle where the majority of real customer experiences actually live.<\/p>\n<p>Meanwhile, customers are sharing their honest opinions somewhere else entirely: social media.<\/p>\n<p>They\u2019re posting product reviews on TikTok, discussing service frustrations on Reddit, and praising or criticizing brands in Instagram comments and YouTube videos.<\/p>\n<p>This is feedback you\u2019re unlikely to gather from a simple survey.<\/p>\n<p>A modern <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/voice-of-the-customer-program\/\" target=\"_blank\" rel=\"noopener\">Voice of the Customer<\/a> (VoC) strategy needs to capture these conversations, analyze them at scale, and turn them into actionable insight. With AI-powered tools like <a href=\"https:\/\/emplifi.io\/platform-overview\/\" target=\"_blank\" rel=\"noopener\">Emplifi\u2019s CX platform<\/a>, you can transform unsolicited social feedback into better products, stronger service, and smarter decision-making.<\/p>\n<h2>The rise of unsolicited feedback<\/h2>\n<p>Traditional feedback tools like <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/the-csat-metric\/\" target=\"_blank\" rel=\"noopener\">CSAT<\/a> and NPS surveys have long been used to measure customer experience. But there are a few drawbacks to relying solely on these surveys for customer feedback:<\/p>\n<ul>\n<li aria-level=\"1\">Low response rates leave brands with incomplete data<\/li>\n<li aria-level=\"1\">Selection bias means only extreme opinions are captured<\/li>\n<li aria-level=\"1\">Delayed feedback often arrives too late to fix problems<\/li>\n<\/ul>\n<p>In reality, customers rarely wait for a survey to share their opinion. They talk about brands organically across social platforms and communities, sharing everything from product experiences to frustrations around features, shipping delays and customer support interactions.<\/p>\n<p>This kind of unsolicited feedback analysis reveals what customers actually think, and can be crucial in honing your CX strategy.<\/p>\n<p>For example, a product issue might appear in hundreds of TikTok comments or Reddit threads long before it shows up in survey results. If you aren\u2019t tuned into these conversations, you could be missing the most authentic form of customer feedback.<\/p>\n<p>That\u2019s why the concept of building a social media analysis into your VoC strategy has become key for brands who want to gain a holistic understanding of their customers\u2019 concerns.<\/p>\n<h2>What is the Social Voice of the Customer?<\/h2>\n<p>Social VoC expands the idea of customer feedback beyond traditional surveys. Instead of relying on direct responses alone, it aggregates customer conversations happening across your digital channels.<\/p>\n<p>A Social VoC strategy encompasses:<\/p>\n<ul>\n<li aria-level=\"1\">Social media mentions and comments<\/li>\n<li aria-level=\"1\">Product reviews<\/li>\n<li aria-level=\"1\">Community forum discussions<\/li>\n<li aria-level=\"1\">Direct messages<\/li>\n<li aria-level=\"1\">Untagged conversations about products<\/li>\n<li aria-level=\"1\">Creator and <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/influencer-marketing-strategy-guide\/\" target=\"_blank\" rel=\"noopener\">influencer<\/a> feedback<\/li>\n<\/ul>\n<p>Together, these signals paint a much more complete picture of the customer experience.<\/p>\n<p>But with millions of these conversations happening every day across many different platforms, it\u2019s impossible to manually review each one.<\/p>\n<p>This is where an AI-powered tool like the <a href=\"https:\/\/emplifi.io\/platform-overview\/\" target=\"_blank\" rel=\"noopener\">Emplifi CX platform<\/a> can help you manage feedback at scale. It captures and analyzes massive volumes of social data, so that scattered conversations are unified in one place by:<\/p>\n<ul>\n<li aria-level=\"1\">Aggregating feedback from social media, web reviews, and forums<\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\">Monitoring sentiment<\/a> across customer conversations<\/li>\n<li aria-level=\"1\">Identifying recurring themes and emerging issues<\/li>\n<li aria-level=\"1\">Centralizing feedback in a unified CX dashboard<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/01\/EMP1013-Blog-AI-automation-Supporting-Sentiment-analysis.png\" alt=\"Emplifi sentiment analysis showing customer reactions on social media\" width=\"2400\" height=\"1200\" \/><\/p>\n<h2>Bridging the gap between marketing and product teams<\/h2>\n<p>One of the biggest missed opportunities in <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/voice-of-the-customer-program\/\" target=\"_blank\" rel=\"noopener\">VoC programs<\/a> is organizational silos.<\/p>\n<p>Traditionally, social media insights stay within marketing teams. But customer feedback is just as valuable for product development, CX teams, and leadership.<\/p>\n<p>Social media feedback often highlights:<\/p>\n<ul>\n<li aria-level=\"1\">Product defects or usability issues<\/li>\n<li aria-level=\"1\">Feature requests or missing capabilities<\/li>\n<li aria-level=\"1\">Unexpected product use cases<\/li>\n<li aria-level=\"1\">Customer service friction points<\/li>\n<\/ul>\n<p>If hundreds of customers complain that a shoe fits too narrow or a software feature is confusing, that insight needs to reach the product team as soon as possible.<\/p>\n<p>Your VoC strategy should connect insights across departments so they can drive real improvements, instead of languishing in a social media report.<\/p>\n<p>AI-powered platforms help by automatically categorizing and routing feedback. For example, tools like Emplifi can:<\/p>\n<ul>\n<li aria-level=\"1\">Detect recurring themes in social conversations<\/li>\n<li aria-level=\"1\">Cluster feedback by product or issue type<\/li>\n<li aria-level=\"1\">Flag emerging customer frustrations<\/li>\n<li aria-level=\"1\">Route insights to the appropriate teams<\/li>\n<\/ul>\n<p>Instead of anecdotal feedback, product teams gain access to quantified customer insight, making social media a key source of product intelligence.<\/p>\n<h2>Proactive vs reactive customer care<\/h2>\n<p>Customer care is a key part of a VoC strategy with customer experience often judged by how quickly brands respond to problems. For instance, <a href=\"https:\/\/emplifi.io\/resources\/the-social-commerce-playbook\/\" target=\"_blank\" rel=\"noopener\">35% of consumers<\/a> expect a brand response within an hour when engaging on social media.<\/p>\n<p>But to stay ahead of the curve, you need to anticipate issues before they escalate. AI-powered <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\">sentiment analysis<\/a> makes this possible.<\/p>\n<p>By monitoring conversation trends in real time, brands can detect sudden spikes in negative feedback that signal potential problems.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/09\/EMP904-Supporting-Spike-Alert.png\" alt=\"A social listening tool showing a spike alert in negative complaints; this can allow your team to act quickly\" width=\"1200\" height=\"1200\" \/><\/p>\n<p>Examples include:<\/p>\n<ul>\n<li aria-level=\"1\">A sudden wave of TikTok videos complaining about a product defect or packaging issues<\/li>\n<li aria-level=\"1\">Customers on Reddit discussing confusing subscription cancellations or hidden fees<\/li>\n<li aria-level=\"1\">A spike in Instagram comments asking why a product is out of stock after a viral post<\/li>\n<li aria-level=\"1\">Creators criticizing a product update that removed a popular feature<\/li>\n<li aria-level=\"1\">Negative sentiment spreading around slow shipping times during a major sale<\/li>\n<\/ul>\n<p>Instead of waiting for support tickets to flood in, your CX team can respond early with proactive communication.<\/p>\n<p>This might include:<\/p>\n<ul>\n<li aria-level=\"1\">Posting updates on social media<\/li>\n<li aria-level=\"1\">Addressing customer concerns directly in comment threads<\/li>\n<li aria-level=\"1\">Updating help documentation or FAQs<\/li>\n<li aria-level=\"1\">Deploying customer support resources where needed<\/li>\n<\/ul>\n<p>When brands acknowledge concerns publicly and resolve issues transparently, customers often become stronger advocates.<\/p>\n<p>This kind of social media customer experience management can significantly impact brand perception, with <a href=\"https:\/\/emplifi.io\/resources\/consumer-brand-social-engagement-2025-survey\/\" target=\"_blank\" rel=\"noopener\">58% of consumers <\/a>saying brand responses on social media are important. In many cases, a thoughtful public response to a complaint can be seen by hundreds or thousands of other customers, amplifying its impact far beyond a private support interaction.<\/p>\n"},{"acf_fc_layout":"cta","cta_image":{"ID":21924,"id":21924,"title":"EMP1064-Blog AI Social Listening to Pinpoint Emerging Trends Feature","filename":"EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature.png","filesize":1141337,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature.png","link":"https:\/\/emplifi.io\/resources\/ai-and-social-listening-for-trends\/emp1064-blog-ai-social-listening-to-pinpoint-emerging-trends-feature\/","alt":"Person deep in thought as they examine their social listening dashboards","author":"45","description":"","caption":"","name":"emp1064-blog-ai-social-listening-to-pinpoint-emerging-trends-feature","status":"inherit","uploaded_to":21923,"date":"2026-03-04 21:14:02","modified":"2026-03-04 21:14:48","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/emplifi.io\/wp-includes\/images\/media\/default.png","width":1200,"height":600,"sizes":{"thumbnail":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-300x150.png","medium-width":300,"medium-height":150,"medium_large":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-768x384.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-1024x512.png","large-width":1024,"large-height":512,"1536x1536":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature.png","1536x1536-width":1200,"1536x1536-height":600,"2048x2048":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature.png","2048x2048-width":1200,"2048x2048-height":600,"fullscreen":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature.png","fullscreen-width":1200,"fullscreen-height":600,"menu-24x24":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-24x12.png","menu-24x24-width":24,"menu-24x24-height":12,"menu-36x36":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-36x18.png","menu-36x36-width":36,"menu-36x36-height":18,"menu-48x48":"https:\/\/emplifi.io\/wp-content\/uploads\/2026\/03\/EMP1064-Blog-AI-Social-Listening-to-Pinpoint-Emerging-Trends-Feature-48x24.png","menu-48x48-width":48,"menu-48x48-height":24}},"cta_headline":"Explore how Emplifi powers listening, community, and care in one platform.","cta_text":"Discover how leading brands manage social strategies more efficiently.","cta_button":{"title":"Take a product tour","url":"https:\/\/emplifi.io\/product-tours\/master-the-three-pillars-of-social-success-listening-community-and-care\/?utm_source=emplifi&utm_medium=organic-search&utm_campaign=blog-article-cta&utm_term=global&utm_content=product-tour","target":"_blank"}},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Measuring the impact of Voice of the Customer<\/h2>\n<p>Once you\u2019ve ensured you\u2019re capturing feedback across multiple digital channels, you can connect those insights to business outcomes.<\/p>\n<p>You might measure how customer sentiment influences metrics such as:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>Customer retention:<\/strong> Positive sentiment and resolved issues often lead to stronger loyalty, reducing churn and encouraging customers to continue using your product or service.<\/li>\n<li aria-level=\"1\"><strong>Customer lifetime value:<\/strong> Customers who feel heard and supported are more likely to make repeat purchases and deepen their relationship with your brand over time.<\/li>\n<li aria-level=\"1\"><strong>Conversion rates:<\/strong> Authentic customer conversations and improved sentiment can increase purchase confidence, helping more potential buyers convert.<\/li>\n<li aria-level=\"1\"><strong>Support ticket volume:<\/strong> Identifying recurring complaints early through <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/social-listening-guide\/\" target=\"_blank\" rel=\"noopener\">social listening<\/a> can reduce inbound support requests by addressing issues before they escalate.<\/li>\n<li aria-level=\"1\"><strong>Product adoption: <\/strong>Positive feedback and clearer messaging around features can increase usage of new products or updates, helping teams understand what customers truly value.<\/li>\n<\/ul>\n<p>For example, identifying a recurring product issue through social feedback might allow teams to resolve the problem quickly, reducing support tickets and preventing churn.<\/p>\n<p>Similarly, identifying emerging product preferences can guide product development and marketing strategy.<\/p>\n"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"blue","wysiwyg":"<p><strong>That\u2019s why a successful VoC program will typically operate as a continuous feedback loop:<\/strong><\/p>\n<ol>\n<li aria-level=\"1\">Capture feedback across social media and digital channels<\/li>\n<li aria-level=\"1\">Analyze conversations using AI and sentiment analysis<\/li>\n<li aria-level=\"1\">Identify insights that impact customer experience<\/li>\n<li aria-level=\"1\">Act on those insights through product, marketing, or CX improvements<\/li>\n<li aria-level=\"1\">Communicate resolutions back to customers<\/li>\n<\/ol>\n"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>This closed-loop system ensures that customer feedback doesn\u2019t just sit in dashboards, it actually makes a meaningful difference.<\/p>\n<p><a href=\"https:\/\/emplifi.io\/customers\/how-crayola-turned-social-buzz-into-real-time-insights\/\" target=\"_blank\" rel=\"noopener\">Crayola<\/a> uses Emplifi\u2019s AI-powered social listening to turn online conversations into real-time insight.<\/p>\n<p>Analyzing social discussions across platforms like TikTok, the team can quickly identify emerging trends and understand how audiences interact with its products.<\/p>\n<p>This approach has delivered measurable impact:<\/p>\n<ul>\n<li aria-level=\"1\">80% faster processing of viral content<\/li>\n<li aria-level=\"1\">100% increase in monitored TikTok engagement<\/li>\n<li aria-level=\"1\">90% faster detection and response to emerging trends<\/li>\n<\/ul>\n<p>Instead of manually reviewing thousands of social posts, AI surfaces the conversations that matter most, helping Crayola respond faster and adapt its strategy in real time.<\/p>\n<p>It\u2019s a clear example of how Voice of the Customer social media analysis can move brands from reactive monitoring to proactive insight.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Emplifi lets us pick up on behavior we wouldn\u2019t have caught otherwise. That kind of signal is gold for our cross-functional teams. We\u2019re not just reacting anymore. We\u2019re listening with purpose using Emplifi. And that\u2019s showing up in how we connect, how we plan, and how we build loyalty over time.","quote_author":"Brittany Mehalick","quote_author_description":"Social Media Engagement and Trends Manager at Crayola"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Building a modern Voice of the Customer strategy<\/h2>\n<p>To make VoC truly effective, you need the right tools and processes to turn feedback into action.<\/p>\n<p>A strong VoC strategy should include:<\/p>\n<ul>\n<li aria-level=\"1\">Unified data collection across social media, reviews, and digital channels<\/li>\n<li aria-level=\"1\">AI-powered analysis to identify patterns in customer feedback<\/li>\n<li aria-level=\"1\">Cross-team collaboration between marketing, CX, and product teams<\/li>\n<li aria-level=\"1\">Real-time alerts to detect emerging issues early<\/li>\n<li aria-level=\"1\">Clear workflows for acting on insights<\/li>\n<\/ul>\n<p>When these elements work together, you gain a deeper understanding of your customers, and can continuously improve the experience you deliver.<\/p>\n<p>Platforms like Emplifi help bridge the gap between raw customer conversations and actionable insight by combining social listening, customer care, and <a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">CX analytics<\/a> in one platform.<\/p>\n<h2>Final thoughts: Improve your VoC strategy with AI-powered social listening<\/h2>\n<p>Customer experience is no longer defined solely by surveys and support tickets.<\/p>\n<p>The real Voice of the Customer lives in the conversations customers are already having, across social media, forums, and online communities.<\/p>\n<p>Brands that capture and analyze this feedback gain a powerful advantage: the ability to identify problems earlier, adapt faster, and build stronger relationships with their audiences.<\/p>\n<p>Capture the real, unfiltered Voice of the Customer across every digital channel and turn feedback into better experiences with the<strong><a href=\"https:\/\/emplifi.io\/platform-overview\/\" target=\"_blank\" rel=\"noopener\"> Emplifi CX platform<\/a>.<\/strong><\/p>\n"}],"sidebar_type":"static","sidebar_builder":[{"acf_fc_layout":"table_of_contents","title":"TABLE OF CONTENTS","type":"automatic","links":false}],"resource_feed_group":{"show_section":true,"section_subhead":"","section_headline":"Insights from Emplifi","section_text":"<p>Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.<\/p>\n","feed_type":"resources","use_recent_resources":true,"topic_filter":51,"resources":false,"custom_links":false},"custom_card_title":"Why social feedback should be part of your VoC strategy","remove_gtm":false,"hero_hide_subhead":false,"left_sidebar_add_cta":true,"sidebar_left_featured_resource":19427,"faqs_group":{"show_section":true,"section_subhead":"","section_headline":"","section_text":"","faqs":[{"title":"What is the difference between VoC and social listening?","content":"<p><span style=\"font-weight: 400;\">Voice of the Customer (VoC) refers to the overall strategy of collecting and analyzing customer feedback to improve products and experiences. <\/span><a href=\"https:\/\/emplifi.io\/resources\/blog__trashed\/social-listening-guide\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Social listening<\/span><\/a><span style=\"font-weight: 400;\"> is one component of VoC that focuses specifically on conversations happening across social media and digital channels.<\/span><\/p>\n"},{"title":"How do you analyze unsolicited customer feedback at scale?","content":"<p><span style=\"font-weight: 400;\">AI-powered listening tools analyze large volumes of social media conversations, reviews, and comments using natural language processing and sentiment analysis. This allows brands to identify themes, trends, and customer concerns quickly.<\/span><\/p>\n"},{"title":"Can social VoC replace traditional NPS surveys?","content":"<p><span style=\"font-weight: 400;\">Social VoC doesn\u2019t necessarily replace surveys, but it complements them by capturing unsolicited feedback that surveys often miss. Together, these sources provide a more complete view of the customer experience.<\/span><\/p>\n"},{"title":"How can product teams use social media data?","content":"<p><span style=\"font-weight: 400;\">Product teams can analyze social conversations to identify feature requests, usability issues, and emerging customer needs. This insight helps prioritize product improvements and inform future development decisions.<\/span><\/p>\n"},{"title":"How does the Emplifi platform unify social media and customer experience data?","content":"<p>The <a href=\"https:\/\/emplifi.io\/platform-overview\/\" target=\"_blank\" rel=\"noopener\">Emplifi CX platform<\/a> brings together social media management, social listening, influencer marketing, and customer care in one unified environment. By centralizing data from social channels, reviews, and customer conversations, teams can <a href=\"https:\/\/emplifi.io\/resources\/blog\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\">monitor sentiment<\/a>, identify trends, and manage customer interactions without switching between tools.<\/p>\n"},{"title":"How does Emplifi help teams act on customer insights?","content":"<p data-start=\"625\" data-end=\"931\">Emplifi uses <a href=\"https:\/\/emplifi.io\/product\/social-media-analytics\/\" target=\"_blank\" rel=\"noopener\">AI-powered analytics<\/a> to surface key insights from social conversations and customer feedback. These insights can then be routed to the right teams \u2014 such as marketing, customer care, or product \u2014 so organizations can respond faster, improve customer experience, and make data-driven decisions.<\/p>\n"}],"disclaimer_text":"","add_additional_sections":false,"additional_faq_sections":false},"author":16328,"left_sidebar_cta_headline":"Product tour: Master the three pillars of social success: Listening, community, and care","left_sidebar_cta_text":"","left_sidebar_type":"sticky","hero_button":{"title":"Explore the Emplifi platform","url":"https:\/\/emplifi.io\/platform-overview\/","target":"_blank"},"left_sidebar_cta_button":{"title":"Take a product tour","url":"https:\/\/emplifi.io\/product-tours\/master-the-three-pillars-of-social-success-listening-community-and-care\/?utm_source=emplifi&utm_medium=organic-search&utm_campaign=blog-article-cta&utm_term=global&utm_content=product-tour","target":"_blank"}},"_links":{"self":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_posts\/22460","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_posts"}],"about":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/types\/resource_posts"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media\/22461"}],"wp:attachment":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media?parent=22460"}],"wp:term":[{"taxonomy":"resource_topics_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_topics_tax?post=22460"},{"taxonomy":"resource_types_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_types_tax?post=22460"},{"taxonomy":"resource_industries_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_industries_tax?post=22460"},{"taxonomy":"resource_visibility_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_visibility_tax?post=22460"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}