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 listening
• How AI tools like Quid and Viral Moment uncover hidden trends
• Turning TikTok videos and Instagram DMs into campaign strategy
• The Reese’s + Oreo story that proves consumers are co-creators

Whether 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 LinkedIn
• LinkedIn Learning Course: Mastering Social Media Customer Care
• Quid social listening platform
• ViralMoment video AI tool