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What Social Media Customers Really Want in 2025 (According to the Data)
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Is your social media team focused on vanity metrics and viral trends — or building real customer loyalty?
In this episode, I sat down with Steph Hermanson from Sprout Social to unpack what was reported in the 2025 Sprout Social Index — and spoiler alert: it’s not more content.
We dug into fresh insights from the latest Sprout Social Index, revealing:
- Why 73% of customers will bounce to a competitor if you don’t respond on social
- The difference between community management and true social listening
- How overproduction is killing ROI (and what to do instead)
- What “white glove social care at scale” actually looks like
- How brands are leaving revenue on the table by ignoring care data
If you’re still measuring followers and hoping for viral wins, this one’s a wake-up call. And if you're ready to stop guessing and start connecting, don’t miss this convo.
👉 Join my Lost to Loyal newsletter to get more CX and social media strategy insights like this every month.
Resources Mentioned:
Content Jam: https://www.contentjam.com/
2025 Sprout Social Index: https://sproutsocial.com/insights/index/
Connect with Steph Hermanson on LinkedIn: https://www.linkedin.com/in/stephanienissen/
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