Social media has become one of the primary channels customers use to connect with major brands. People now expect quick responses, genuine conversations, and support that feels personal at every touchpoint. If you’re an enterprise brand aiming to sharpen your social media customer engagement this year, here’s what you should focus on. Bonus: Grab our free, fully customizable Customer Experience Strategy Template to help you better understand your customers and hit your business objectives. What is social media customer engagement — and why does it matter so much for enterprises? Social media customer engagement includes every reply, comment, direct message, and interaction your brand has with customers on social platforms. It’s a fundamental part of modern social media marketing because it gives customers a direct line to your brand and lets you show them what you stand for. For enterprise brands, this engagement is crucial because it’s often the first meaningful interaction a customer has with you. When people receive fast, helpful, and friendly replies, they feel acknowledged. When they don’t, they’re likely to move on. Strong engagement helps large companies stay close to their customers, build trust, and encourage loyalty well beyond the first touch. It also boosts your social media presence by signaling that your brand is active, responsive, and listening. How engagement is different from customer awareness or customer service Customer engagement is not the same as customer awareness or customer service — even though all three can take place on social media. Awareness is about visibility. It’s the posts, ads, and stories that…