Question: How can social media listening increase customer advocacy?
- Responding only to positive social posts and re-sharing them tells the rest of your followers how great you are.
- Responding only to negative social posts with helpful, knowledgeable responses shows that you care.
- Responding to social posts—whether they’re positive or negative— shows that you’re listening, and your customers are being heard.
- Responding to a social post within one hour shows that your company is full of social-savvy whipper snappers.
Explanation
Customer advocacy grows when people feel their feedback is acknowledged across both positive and negative interactions. Social listening helps brands identify conversations, respond with relevance, and strengthen trust through visible engagement. In Amazon Ads terminology, this supports brand engagement by creating meaningful interactions that can influence customer perception. Selective responses can weaken credibility because they ignore part of the customer experience.
Why the other options are incorrect
Positive-only responses is incorrect because advocacy is not built by ignoring concerns or complaints.
Negative-only responses is incorrect because only addressing complaints misses opportunities to reinforce positive customer relationships.
One-hour response focus is incorrect because speed alone does not prove useful, relevant, or trust-building engagement.
Source for verification
https://advertising.amazon.com/library/guides/brand-engagement
https://advertising.amazon.com/library/guides/customer-engagement
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Social Media Certification" page.