Marketing & PR

Social media listening as a part of customer intelligence

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Elena Teselko

Elena Teselko

Content Manager

Originally published 21 May 2021

Updated 27 January 2026

The reason for using customer intelligence in your business

Customer intelligence is a process of collecting and analyzing detailed information about your customers to understand their interests, motives, and needs. It helps you to enhance customer experience, track changes in the market, and build loyalty to your brand.
Are you ready to listen to your customer on social media?
social media intelligence examplesocial media intelligence example
Here is an example of a post where a customer shares her sentiments about COS (apparel brand) without tagging a brand.
social listening examplesocial listening example
For example, Wendy's are known for their good sense of humor, which brings them more engagement and accentuates their tone of voice.

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