Marketing metrics focus on output: content published, engagement generated, and response times. But customers don't come to social media to be engaged. They come to be helped.

When social care is measured with marketing metrics alone, teams optimize for volume and speed. A team that responds to 500 tweets in a day but leaves frustrated customers without real solutions creates churn.

In this episode, we break down the signals that help leaders understand whether social is influencing acquisition and retention—not just activity.

Mentioned in this Episode:

1. Download the 2026 State of Social Care Report

Leave a Review:

Enjoying the show? Leave a quick rating and help us reach more CX leaders: ratethispodcast.com/smcx