What new processes and resources are needed to unite the teams?

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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 poland mobile database 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?

Put social media at the center of your marketing strategy
Brands today exist in the context of online culture, and social media is the epicenter of that culture. Social’s influence on consumers (and businesses’ long-term health by proxy) is undeniable. From Chili’s TikTok presence being responsible for 40% of their quarterly growth to Duolingo’s CEO mentioning how the brand’s social media presence helped them blow past projected gains on an earnings call, the results are tangible. The greatest business risk in 2025 is not investing in your brand’s presence and tapping into social data.

Social data is a source of truth that will help your company refine product development, strengthen your employer brand and recruit top talent, and directly drive revenue gains. Used correctly, social insights make it easy to prove organization-wide value, facilitate cross-collaboration and ensure customer care, sales, HR and R&D buy-in on your initiatives.