Social Listening Isn't Optional.
Even if your company has the best product and customer service in your industry, there’s a pretty good chance that someone will end up dissatisfied at some point in the future. There’s almost an equally good chance that they won’t let you know directly. 96% of unhappy clients never report their issue directly to the brand, even though 91% will never do business with it again. It costs around 5 times more to acquire a new customer than retain old business.