Your Customers Have Moved. Did You Follow Them?

You know that feeling when you walk into a room and instantly realize… you don’t belong?

That’s exactly how I feel every time I open X (formerly known as Twitter). These days, it feels more like showing up to the wrong party—loud, chaotic, and filled with people you don’t really want to talk to and have no interest in doing business with you.

I recently had the chance to join The Big Biz Show with Sully Sullivan as a guest contributor, where we dug into some of the biggest shifts happening in social media right now.

👉 You can also catch the full episode here:

01. LET’S GO DEEPER ⤵

Remember the glory days of Twitter? Fast, responsive customer service, punchy 140-character banter, and the occasional brand mic drop?

Yeah…those days are long gone. Today, X feels more like the Wild West of opinions—fewer business opportunities, more digital brawls.

💡 Takeaway: If your audience isn’t there, should you be spending your energy there?

Instead, here’s where your time is better spent:

Instagram for real-time engagement and customer service DMs that actually get answered. (True story—one of the show hosts got a part delivered in 4 days just from a single Instagram DM after waiting over a week via phone and email.)
LinkedIn for building credibility and industry authority. It’s the go-to for B2B and professional connections.
Facebook still works—if you’re willing to navigate through the sea of ads, there’s a real chance for authentic interaction.
YouTube should be the mothership for your video content. Instead of quickly fading into the social media abyss, your videos can gain traction over time and show up on both Google and YouTube search results.

It’s not just about showing up where your audience hangs out—it’s about what happens next.

And what happens next is usually a DM, a question, or a problem that needs solving.

02. WHY IT MATTERS 🎯

People are no longer waiting on hold or digging through contact forms. They’re DM-ing you, and they want answers—fast. The brands that are responsive, human, and helpful on social media are the ones creating lifelong advocates.

📣 And if you’re worried about AI bots doing the talking, just know this: humans can still tell the difference.

Real responses > Auto-replies

Always.

03. HOW THIS MIGHT LOOK IN YOUR BUSINESS 🛠️

✅ Set up social media notifications so your team doesn’t miss DMs.

✅ Create simple response templates that feel human but save time.

✅ Empower your team to respond with empathy—and if they don’t know the answer, to find someone who does.

And don’t forget to celebrate the small wins—customer loyalty is built in those little moments of connection.

04. TAKE ACTION TODAY 🥊

✔ Look at your current platforms. Where’s your audience engaging? Double down on those.

✔ Test your own customer service channels. Send a DM to your business. How fast is the reply?

✔ Create a “DM cheat sheet” with responses for common questions—just make sure it sounds like you, not a robot.

THE BOTTOM LINE

Social media is still one of the best tools in your marketing arsenal—but not every platform deserves your time.

2025 is about intentional authentic presence.

Show up where your customers are.

Answer when they call (or DM).

And keep it real. Always.

💬 P.S. Want help identifying your most profitable platforms in 2025? Email corey@impactsocialmedia.com and let’s chat! 👉