Social media creates a disconnect between brands and consumers. Scott Morris, CMO at Sprout Social, shares research revealing how consumers use social platforms as discovery engines and customer service channels. Brands must balance cultural relevance without chasing every trend, maintain platform diversification to reach audiences authentically, and deliver personalized interactions within 24 hours to prevent customers from switching to competitors. Show Notes 

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• Scott Morris: Website // LinkedIn
• The MarTech Podcast: Email // LinkedIn // Twitter
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