Hershey’s Social Listening Playbook

Ever wondered how a wave of customer requests can spark a brand-new Reese’s flavor? This week on the Social Media CX Podcast, I’m joined by Paige Walker from Hershey’s—and this one is extra sweet.Paige, Manager of Cultural Intelligence & Trends, takes us behind the scenes of how Hershey's evolved from reactive social care to a full-blown cultural listening machine. We talk about:The actual ROI of social listeningHow AI tools like Quid and Viral Moment uncover hidden trendsTurning TikTok videos and Instagram DMs into campaign strategyThe Reese’s + Oreo story that proves consumers are co-creatorsWhether you're deep in CX or still getting buy-in for better customer care, this episode will have you rethinking how your brand listens.🎯 Want to uplevel your social customer care? Check out my LinkedIn Learning course: bit.ly/B2LICare Mentioned in this Episode:Connect with Paige on LinkedInLinkedIn Learning Course: Mastering Social Media Customer CareQuid social listening platform ViralMoment video AI tool