What Social Media Customers Really Want in 2025 (According to the Data)

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 socialThe difference between community management and true social listeningHow overproduction is killing ROI (and what to do instead)What “white glove social care at scale” actually looks likeHow brands are leaving revenue on the table by ignoring care dataIf 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/