How to Integrate Social Media into Your CX Programme?

In today’s digital age, businesses are continuously taking advantage of the power of social media to enhance customer experience (CX). Now more than ever, companies are looking for ways to integrate social media into their CX programme. With the right approach, businesses can leverage social media to create a positive customer experience, increase employee engagement, and build meaningful relationships with their customers. 

In this article, we’ll discuss how businesses can integrate social media into their CX programme to achieve better customer loyalty and long-term success.

How to Integrate Social Media into CX in 3 Steps

Start by establishing a presence on social media platforms that are relevant to your customers. This could include platforms like Facebook, Twitter, Instagram, LinkedIn, and YouTube. Once you’ve decided on the right platform, follow these steps:

  1. Create a customer engagement strategy for social media

The first step to integrating social media into your CX programme is to come up with a game plan or reach out to a customer experience consulting firm to help you create a strategy. Experienced professionals can help you identify the best strategies to use and develop a comprehensive plan for integrating social media into your CX programme. A customer experience consultant can also provide valuable insights into customer preferences, trends, and behaviours, as well as design strategies for improved customer engagement. 

  1. Leverage a customer experience management platform

Once you’ve identified the best strategies for integrating social media into your CX programme, the next step is to streamline the process by implementing a customer experience management platform. A CXM platform provides businesses with the tools and resources they need to manage customer relationships, measure CX performance, and respond to customer feedback in real-time. Such a platform can often be integrated with your social media channels so that all incoming feedback is recorded in one place. With a CXM platform, businesses can gain a deeper understanding of their customer’s needs, preferences, and expectations.

  1. Start boosting brand awareness and customer loyalty

Encourage customers to leave reviews and testimonials on your social media accounts. Positive reviews encourage other customers to trust and engage with your brand. Monitor and respond to customer questions and comments promptly. Showing that you’re attentive to customer feedback will help foster customer loyalty.

Some customer experience management platforms (e.g. Staffino) allow you to instantly share customer feedback from any channel as a visually appealing post on your social media. This can make the job easier for your team, who can share nice customer reviews completely hassle-free.

Create a Positive Employee Experience through Social Media

Finally, businesses should take into consideration also their employee experience. A positive employee experience is essential when it comes to improving customer experience. After all, employees are the ones interacting with customers and providing them with the customer service they need. 

Therefore, businesses should focus on creating an environment where employees feel appreciated and valued, and sharing customer feedback with them is a great way to do so. We guarantee your employees will love seeing their name or photo next to a nice, encouraging piece of customer feedback on your social media or in your employee engagement software. It can give employees a better understanding of the impact their work has on customers, which can help motivate them to do better. 

Additionally, customer suggestions can provide valuable insight into areas that need improvement and help employees focus their efforts to serve customers better.


In conclusion, businesses can use social media to create a more customer-centric environment. By engaging customer experience consulting firms and implementing CXM platforms, they can gain a better understanding of customer preferences, behaviour, and expectations. Additionally, businesses should focus on creating a positive employee experience, as this is essential for providing a superior customer experience. By implementing these strategies, businesses can create a more engaging social media presence that will set them apart from the competition.

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