If Black Friday 2023 taught us anything, it is that consumers are still shopping, but they are doing it smarter, quieter, and with far less noise online.

‍

Our YOUKNOW reporting team, led by data wizards David Vahle and Shaun Pearson, analysed Brandwatch’s social data to understand how brands, retailers, and consumers behaved during the year’s biggest retail event. The findings? Fewer mentions, sharper engagement, and one big reminder: in the race for attention, early birds and creative campaigns still win.

‍

1. The Conversation is Cooling Down

‍

Globally, chatter about Black Friday has been declining for almost a decade. Mentions dropped from over 90 000 in 2021 to just under 49 000 in 2023, showing that the hype cycle is flattening out.

‍

Economic strain, post-Covid fatigue, and consumer cynicism are cooling the frenzy, but this is not a bad thing. It signals a more conscious shopper, less likely to be swept up in the noise and more interested in genuine value.

‍

‍

2. South Africa’s Retail Race Starts Early

‍

While global mentions slowed, local brands still know how to make an entrance. Pick n Pay kicked off Black Friday chatter as early as 19 September, two months before anyone else, and walked away with the biggest share of voice.

‍

Other big players like FNB, Takealot, and ABSA only joined the conversation in November but still ranked in the top four. The takeaway? Starting early matters, but timing is not everything. Strategic messaging and media amplification count just as much.

‍

‍

3. Not a Retailer? No Problem.

‍

Competitions remain a powerful driver of engagement, and clever brands outside of retail used them to join the Black Friday buzz.

‍

Local insurer Pineapple SA ran a cross-platform #BrandOff campaign, asking followers to vote for their favourite brands. The result was 954 mentions on X, a flood of retweets, and serious visibility.

‍

This shows that even if you are not offering discounts, you can still join the cultural moment if you make it fun, participatory, and relevant.

‍

4. Visibility Still Sells

‍

In 2023, Xbox and Mercedes-Benz were the most visible logos in the South African conversation.

‍

Xbox’s success came from self-driven promotion, while Mercedes earned visibility by sponsoring the Chris Walker & Regina Belle concert.

‍

The lesson? Visibility does not always mean advertising. Partnerships, sponsorships, and cultural events can all keep your brand in the frame.

‍

‍

5. Hashtags: Still the Hero

‍

Despite the decline in overall conversation, use of #BlackFriday barely changed.

‍

It remains the entry point for discovery and engagement, proving that while people may be talking less, they are still searching.

‍

Add local flavour too #Loadshedding even crept into the top ten hashtags of 2023 (because of course it did).

‍

‍

6. The Shift: From Discount Culture to Data Culture

‍

The smartest brands are moving from hype to insight.

‍

Those using tools like Brandwatch to track sentiment, mentions, and logo visibility are making better calls on when and how to activate.

‍

Instead of waiting for Black Friday chaos, they are mapping trends months in advance, building smarter, data-driven campaigns that connect awareness, consideration, and conversion.

‍

The Takeaway

‍

Black Friday 2023 was not about who shouted the loudest. It was about who listened the best.

‍

Pick n Pay proved that starting early pays off. Pineapple SA showed that creativity beats discounting. Xbox and Mercedes reminded us that visibility, digital or physical, still drives impact.

‍

For 2025, the winners will be the brands that predict the conversation, not just participate in it.

‍

If you want to uncover how your brand performed or benchmark your industry, our YOUKNOW reporting team can show you the numbers behind the noise.

‍

📊 Download the full Black Friday Snapshot here:
👉 Black Friday Snapshot 2023 – YOUKNOW x Brandwatch

Fintech is not the future anymore. It is here, reshaping how South Africans bank, invest, and pay. From mobile-first payments to buy-now-pay-later products, the competition for consumer attention is fierce. For banks, the challenge is clear: you cannot afford to wait for quarterly reports or outdated customer surveys. To compete with agile fintech disruptors, you need real-time consumer insights.

‍

Why Real-Time Matters

‍

South African consumers are moving faster than traditional banking systems. According to GWI, 73 percent of South Africans now use mobile banking weekly, while nearly half of Gen Zs and Millennials expect instant resolution to queries online.

If banks are not capturing this behaviour as it happens, they are already a step behind. Real-time insight means knowing:

• When fraud signals start trending on social media.
  
  
• Which products customers are praising (or abandoning) in comments and reviews.
  
  
• How sentiment shifts when you change fees, policies, or digital interfaces.
  
  

‍

It is the difference between reacting late and leading early.

Curious how this works in practice? See our guide on Spotting Trends Before They Break.

‍

Where Banks Fall Short

‍

Most traditional banks rely on lagging indicators: NPS surveys, call centre escalations, or campaign reports. By the time an issue surfaces, the damage is already done.

This creates three blind spots:

1. Fraud and Risk Signals: Phishing attempts and debit order scams often appear first in consumer chatter online.
   
   
2. Product Experience Gaps: Customers post frustrations on X or HelloPeter long before they escalate complaints formally.
   
   
3. Missed Opportunities: Positive moments, such as new feature adoption, are often lost in the noise without structured monitoring.
   
   

‍

For more on turning these signals into action, read 5 Ways Social Monitoring Helps Banks Detect Fraud Signals Fast

‍

How Real-Time Insights Drive Fintech-Grade Agility

To operate at fintech speed, banks need to adopt the same playbook:

• Always-On Listening: Tools like Brandwatch give banks access to billions of real-time data points across social, forums, and review sites.
  
  
• Contextual AI: Sentiment analysis detects frustration, delight, or sarcasm in multiple South African languages, turning raw data into usable intelligence.
  
  
• Dashboards That Talk to Strategy: Live dashboards link consumer behaviour to KPIs such as churn risk, campaign performance, or product uptake.
  
  

‍

With these capabilities, banks are no longer chasing the conversation, they are shaping it.

‍

Local Insight, Local Advantage

The South African financial market has unique signals. Township economies, stokvel communities, and budget-conscious consumers create patterns global banks might miss. Real-time insights give banks the ability to:

• Spot geographic hotspots of fraud activity before it escalates.
  
  
• Detect how fee sensitivity drives loyalty shifts among lower-income groups.
  
  
• Understand cultural nuances in slang and sentiment that affect perception.
  
  

‍

To dig deeper into the mass market, see our piece on Decoding the SA Consumer.

‍

Trust is the New Currency

‍

At the end of the day, fintechs thrive on speed, but banks still hold the edge in trust — if they manage it right. McKinsey’s 2025 report showed that South African consumers are 2.5 times more likely to remain loyal to financial institutions that act transparently during crises.

Real-time consumer insight is the bridge between fintech agility and banking trust. It helps banks move faster, speak clearer, and act before customers lose faith.

‍

Your Next Step

The future of banking will not wait. If you are relying on old data, you are already falling behind. With the right tools and partners, South African banks can use real-time insights to match fintech speed while reinforcing trust.

‍

Book a consultation with YOUKNOW to see how we help banks unlock fintech-grade agility.

‍

Social Media Trends 2025: What South African Brands Need to Know

‍

Social media is evolving faster than most teams can keep up with, and chasing every new trend is not a strategy. According to Hootsuite’s 2025 Social Trends report, the brands seeing real results are not the ones copying viral dances or jumping on every meme. They are the ones who know their audiences, experiment with bold creative, and use AI to scale without losing authenticity.

‍

For South African marketers, that shift matters. Our audiences are diverse, demanding, and digitally savvy. Whether it is retail, finance, or FMCG, the challenge is no longer simply being present online, it is about being meaningful.

‍

Entertainment Is the New Engagement

‍

Almost half of global marketers now say their social content is built primarily to entertain, educate, or inform. In South Africa, this shift is already obvious. TikTok and Reels have become default spaces for younger audiences, and brands that entertain are the ones being shared.

‍

It is not just about humour either. Checkers’ Sixty60 pushes into culture with speed and creativity, while Nando’s continually reinvents its tone to stay sharp. These brands prove that when you move beyond rigid brand rules, you unlock more cultural relevance.

‍

Outbound Engagement Builds Trust

‍

The report shows that more than four in ten organisations are testing proactive engagement strategies. This means joining conversations in the comment sections of creators, not just waiting for your own page to light up.

‍

For South African industries where trust is fragile, such as banking or insurance, this approach is gold. Instead of trying to buy attention with ads, being part of conversations where your audience already engages builds credibility.

‍

Listening Powers ROI

‍

For years, social media reporting stopped at likes and shares. Today, social listening tools are proving direct ROI by linking conversation data to sales, churn reduction, and product feedback.

‍

In South Africa, this is particularly valuable in sectors with high competition. Banks can detect early complaints about app issues before they escalate, while telcos can track sentiment around service quality in real time. Social listening is not about vanity metrics, it is about protecting revenue and reputation.

‍

AI Moves Into the Everyday

‍

AI has officially gone mainstream. The report highlights that most marketing teams are now using AI to create more content than they could without it, but the real opportunity is not volume, it is scale.

‍

For South African brands, AI makes it possible for smaller teams to perform like larger ones. It helps draft, edit, and analyse, but it cannot replace local context or cultural nuance. The winning formula will always be AI plus people, not AI instead of people.

‍

The Takeaway

‍

The 2025 trends point in one direction: audiences want more meaningful, authentic engagement. South African brands that combine bold creativity, proactive engagement, and sharp social listening will not just keep up, they will lead.

‍

👉 Download the full Hootsuite Social Trends 2025 Report here

Car buyers in South Africa no longer begin their journey at a dealership forecourt. They begin online, searching Google, scrolling social feeds, and comparing brands in review forums long before a salesperson has a chance to engage.

‍

The new Automotive Digital Trends Report, developed with Rogerwilco and MoyaApp, reveals how digital discovery and sentiment are shaping the industry. Download the full report.

‍

The power of search signals

‍

The report highlights how challenger brands are making gains not because they outspend the big players, but because they are easier to discover online. Search visibility at the “moment of intent” is now critical.

‍

If a prospective buyer cannot find you when they’re comparing models or calculating finance, you have already fallen behind. This echoes lessons from Spotting Trends Before They Break, where timing often decides who leads and who plays catch-up.

‍

Why sentiment still matters

‍

Although listed mentions in the automotive space have slowed, expectations for service, safety, and reliability are higher than ever. A dip in sentiment can quickly chip away at trust.

‍

This is why structured reporting is key. Tools like Brandwatch, underpinned by frameworks such as the [Social Data Audit Checklist], help brands detect whether conversations are shifting before it snowballs into a crisis. Combine this with approaches we covered in [Optimising CX with Social Insights] and you move from reacting to pre-empting.

‍

The local lens

In South Africa, context is everything. Over 90% of automotive-related searches include “near me”, emphasising just how much proximity and convenience influence purchase decisions. Beyond national brand campaigns, it is often the dealership visible in a specific township or city that wins the sale.

‍

This reinforces the need for hyper-local digital strategies, tailored messaging, and authentic service delivery that align with the South African reality.

‍

The bottom line

If your marketing budget still leans heavily towards traditional media while competitors are investing in discoverability, you’re giving away an edge.

Winning in this market isn’t about shouting louder. It is about being visible when it matters, listening to what buyers are actually saying, and ensuring those insights shape pricing, stock, service, and creative strategies.

For the full analysis, download the Automotive Digital Trends Report. And if you’re building your own foundation, start with How Social Listening Actually Works.

On Sunday 19 October 2025, thousands of runners were ready to take on the Cape Town Marathon. Hours before the start, strong winds forced organisers to cancel the event.

‍

For runners, it was devastating. For organisers and sponsors, it was reputationally risky. And for marketers, it became a live case study in how one decision can dominate the national conversation.

‍

Because while the race never ran, the conversation did.

‍

The Conversation Surge

‍

Mentions of the Cape Town Marathon jumped from just 127 the week before to 7,543 during the cancellation period. That is a 5,839% increase.

‍

On the day of cancellation, conversation peaked at more than 6,000 mentions, driven by over 4,000 unique voices. Compared to 2024, where the event barely made a digital ripple, this was a seismic shift.

‍

For brands, this is the first lesson. Events can change course in an instant, and the conversation does not wait for your press release.

‍

Sentiment Split: Not All Negative

‍

The most striking insight was not the spike itself, but the balance of emotion.

• 45% negative: complaints about wasted money, travel, and preparation.
  
• 43% joy: relief and even gratitude that organisers put safety first.
  
• 13% anger: frustration at communication gaps and accountability concerns.

‍

‍

This mix is uniquely South African. Consumers here can be outspoken and critical, but they are also pragmatic and quick to respect difficult decisions when they are made for the right reasons.

‍

Who Was Talking

‍

The conversation was not limited to athletes.

‍

• Journalists amplified the news with quick reporting.
  
• Executives and professionals discussed accountability and business impact.
  
• Artists, athletes, and communities shared personal stories.
  
• Interests spanned sport, fitness, family, parenting, and business.
  
  

‍

The Cape Town Marathon was no longer a sporting story. It became a national talking point that stretched across industries and households.

‍

The Sponsor in the Spotlight

‍

One of the most telling insights was that the two most mentioned words were “Cancelled” and “Sanlam.”

‍

Although weather was the root cause, the sponsor was inevitably drawn into the conversation. Sanlam’s response, offering future race entries, softened some of the disappointment, but it also shows how easily a brand can become the centre of a crisis it did not cause.

‍

For brands, this is the reality. You do not need to cause a crisis to become the face of it.

‍

Why Monitoring Matters

‍

This is where Brandwatch proves invaluable. Real-time monitoring gave us the ability to see:

‍

• When conversation spiked and why.
  
• Which platforms were driving it (with X dominating, followed later by news and community forums).
  
• How sentiment shifted hour by hour.
  
• What emotions sat beneath the numbers.
  ‍
  

‍

With tools like Brandwatch, brands can move from reacting late to acting with agility.

‍

Why Post-Event Analysis Matters Even More

‍

Once the crisis passes, analysis remains essential. It answers key questions:

‍

• Which issues continued after the peak?
  
• Who was most vocal, and in which communities?
  
• Did the brand response improve sentiment, or leave frustration unresolved?
  
• What lessons can be applied to future planning?
  

‍

This is the kind of insight our YOUKNOW reporting team specialises in. We provide bespoke reports, delivered quickly, that move beyond surface-level sentiment to show the real drivers of conversation and what they mean for future reputation.

‍

‍

The South African Spirit

‍

Amid the frustration, what stood out most was the resilience. Nearly half of the conversation praised the safety-first decision. And many runners still took to the streets on the day, supported by friends and family, to finish their own races.

That duality, outspoken criticism combined with pragmatic resilience, is what makes South African audiences unique. And it is why data is so important. Without it, the story looks one-dimensional. With it, the full picture becomes clear.

‍

Final Word

‍

The Cape Town Marathon 2025 did not run, but it gave us an invaluable lesson. Crises cannot always be prevented, but they can be managed. Brands that monitor in real time, listen to the nuance, and learn from post-event analysis stand a far better chance of protecting trust.

Our YOUKNOW reporting team, working with Brandwatch, helps brands do exactly that, producing fast, bespoke reports that cut through noise and reveal what audiences are truly saying. Because in South Africa, events may be cancelled, but the conversations around them never are.

In banking, compliance is often seen as a cost centre. A box to tick, a report to file, a process that slows down innovation. But what if compliance could be turned into a competitive advantage? In South Africa, where trust in financial institutions is tested daily by fraud, misinformation, and reputational crises, the way you manage compliance is not just regulation, it is reputation.

‍

Social media is at the heart of this. Customers no longer wait in branches to raise concerns. They post on X, tag their bank on Facebook, or drop a comment on Instagram. The challenge for banks is that every one of these interactions is a compliance risk and a trust opportunity.

‍

Why Compliance Cannot Be an Afterthought

‍

According to SABRIC, digital banking fraud incidents increased by 24 percent in 2024, with phishing and SIM swaps among the most reported issues. At the same time, PwC research found that 70 percent of South African consumers are more likely to trust a bank that communicates transparently during incidents.

‍

Compliance in social channels is no longer just about avoiding fines. It is about ensuring that every interaction builds confidence, that risks are detected early, and that reputational trust is protected before regulators or the media step in.

‍

How Hootsuite Helps Banks Stay Ahead

‍

Hootsuite is not just a publishing tool. For banks, it becomes a compliance safety net and a reputational shield. Here is how:

‍

1. Audit Trails That Stand Up to Scrutiny

‍

Every post, reply, and piece of content is logged with full audit trails. This means your compliance teams can instantly trace actions, approvals, and edits. No more frantic searches through spreadsheets when the regulator calls.

‍

2. Approval Workflows That Prevent Risk

‍

Hootsuite allows banks to set layered approval systems. Junior staff cannot publish without oversight, while senior teams can escalate sensitive queries. This reduces the risk of a rogue tweet or poorly timed response damaging the brand.

‍

3. Real-Time Monitoring of Customer Conversations

‍

Customer complaints on social channels are not just service issues. They are potential compliance triggers. Hootsuite integrates monitoring so teams can detect risk-related keywords like “fraud,” “scam,” or “unauthorised debit” and respond before issues escalate.

‍

4. Archiving for Regulated Industries

‍

In highly regulated environments, records must be stored securely. Hootsuite’s archiving ensures every social interaction can be retrieved, reviewed, and defended. This is essential for meeting POPIA and FSCA requirements.

‍

‍

Compliance as a Brand Builder

‍

When customers see banks respond quickly and clearly, confidence grows. In fact, Deloitte reports that banks with advanced compliance-driven engagement are 30 percent more likely to retain customers during crises.

‍

Compliance, then, is not a burden. It is proof that you take your customers seriously. A complaint resolved within regulatory guardrails becomes a story of reliability, and in South Africa’s competitive financial landscape, that is a differentiator.

‍

‍

Turning Compliance into a Competitive Edge

‍

South African banks spend billions on compliance every year. But the winners are the ones who connect compliance with customer experience. With Hootsuite, compliance is not hidden in the back office, it is visible in the speed, accuracy, and empathy of your social engagement.

‍

It becomes a way to:

‍

• Prove transparency when fraud or downtime hits.
  
• Show accountability by having clear approval and monitoring systems.
  
• Build trust by treating compliance not as a delay, but as a sign of integrity.
  
  

Your Next Step

‍

If your compliance processes feel like red tape, it is time to rethink. With the right setup, compliance is not a constraint, it is a story of trust, safety, and leadership.

‍

👉 Try our Easy Peasy Social Health Check to see how your social governance measures up, or book a consultation with YOUKNOW to explore how Hootsuite can protect and amplify your bank’s reputation.

‍

‍The R50 Dilemma: Why Chasing New Customers is Killing Your Long-Term Profit

‍

Buying growth is easy. Compounding it requires discipline.

‍

Last month, a Chief Marketing Officer (CMO) shared their quiet dilemma: "Do we pour more budget into acquisition or fix retention first?" With a crucial budget meeting just days away, their Customer Acquisition Cost (CAC) looked acceptable, but customer churn was a serious problem. They felt pressured to keep the top of the funnel full, even as the bottom was leaking profit.

‍

Sound familiar?

‍

This is the hidden crisis inside many growth strategies: we celebrate the immediate win of a first conversion but fatally under invest in what happens next. The only true scoreboard that reveals your business's health is Customer Lifetime Value (LTV).

‍

What is an LTV Gap? And How Does it Undermine Your Marketing ROI?

‍

We naturally gravitate towards metrics that are easy to buy (impressions, installs, first orders) while neglecting the ones that must be earned (repeat purchases, feature usage, expansion revenue, and loyalty). This focus on short-term metrics is why the CMO in our introduction was stuck.

‍

The space between the easy wins and the earned value is your LTV Gap, and that is precisely where margin leaks. As the saying goes, marketers tend to value what's easily measurable rather than measuring what’s valuable. By only chasing easily measurable actions, we underinvest in the long-term customer experience, ultimately creating the profit leak that the LTV Gap represents.

‍

Product-Led Growth and the LTV Solution

‍

Adopting a Product-Led Growth (PLG) mindset helps close this gap. It's about shortening the time-to-first-value and consistently nudging customers to their next value moment, at the right time, on the right channel. LTV, therefore, is the metric that shows whether these subtle product and marketing 'nudges' are truly compounding your business value or diminishing it.

‍

Same ROAS, Dramatically Different Profit: The LTV Calculation Breakdown

‍

Here’s the thing about LTV: it isn't a single number in a static spreadsheet. It's a constantly moving result of how customers arrive, activate, return, expand, and ultimately stay.

‍

To ensure your LTV metric is simple, trustworthy, and actionable, you must focus on the correct inputs:

1. Use cohorts, not blends: Compare customer groups based on when they joined or how they were acquired.
2. Use gross margin, not revenue: LTV must reflect profit after costs, not just top-line sales.
3. Pair LTV with CAC: The LTV:CAC ratio is the ultimate measure of unit economics.

‍

Why You Don't Have Just One LTV Number

‍

Crucially, your business doesn't have a single, unified LTV figure; you have many. By comparing your LTV by customer segment, based on factors like acquisition channel or in-product behaviour, you can identify your most valuable customers. This insight allows you to make smarter decisions about your marketing budget, ensuring you’re investing in customers who will truly compound your growth.

‍

A Simple Example: The Power of Repeat Purchases

‍

Let's look at the numbers:

‍

‍

In the first scenario, your initial Return on Ad Spend (ROAS) looks great at 2.5x (R500/R200). However, the profit is only R50.

‍

In the second scenario, by simply re-engaging customers via a low-cost channel like email, your total profit from that customer jumps to R540.

‍

The Key Takeaway: Your repeat customers should carry little to no additional CAC. If you find yourself consistently paying a high cost (like R80 in the third scenario) to "reacquire" a customer through paid ads, your profit margin drops significantly, proving that CAC and LTV must be monitored together.

‍

Ready to get serious about calculating and segmenting your own LTV? Our partners at Amplitude have put together a comprehensive LTV Handbook and Calculator Worksheet to guide you through accurate calculation and cohort analysis.

‍

‍

The Silent LTV Killers

‍

Many destructive business habits hide behind seemingly positive intentions. If you’ve ever had one of these thoughts, you might be suffering from an LTV Killer:

‍

‍

If any of those LTV Killers resonated, it’s time to move past surface-level metrics and start building a genuinely profitable, compounded growth model. For a practical, step-by-step roadmap, download the guide:

‍

‍

Stop Guessing, Start Designing: Try the Free LTV Simulator

‍

To truly understand how a shift from acquisition to retention impacts your bottom line, you need to see the dynamic relationship between these metrics.

‍

Interactive Tool: The Dynamic LTV Canvas

‍

We’ve built a handy dynamic LTV canvas where you can model exactly what happens when you adjust your focus between high-cost performance marketing and high-value customer retention. Click through below to see your LTV shift in real-time. -->

‍

Need a brief explanation of what LTV is and how can help marketing and product teams? Ian’s got you covered -->

‍

‍

How to Get Started: The LTV Mindset Shift

‍

You don’t need every tactic immediately. The best move is to focus on the 'biggest next thing' that delivers real, compounding profit.

1. Prioritise Profit Over Volume: Stop chasing vanity metrics and focus on what’s truly valuable to the business (e.g., gross margin and retention).
2. Invest in the Journey: Look beyond the first conversion and specifically invest in the full customer journey, onboarding, support, and feature adoption.
3. Actionable Data: Use high-quality, segmented data to understand where your profitable customers come from and close the LTV gap.

‍

Ready to stop guessing and start building a sustainable growth model? Our friends at Amplitude have put together a super helpful LTV Handbook and LTV Calculator Worksheet to get you started on the right foot.

‍

‍

Let us know when you're ready to put these insights into action and we’ll be happy to help.

‍

South Africans still value the familiarity of walking into a branch, but more and more, their daily banking happens on screens. Apps, chatbots and digital wallets are replacing face-to-face service. That shift creates an opportunity and a challenge: how do banks keep the human trust that once lived across a counter while serving customers through clicks and swipes?

‍

The answer is in the data, not just transactional records, but the conversations people are having online. Social data gives banks a live feed of what their customers value, fear and demand. Done right, it bridges the gap between branch and browser, helping banks stay trusted in an increasingly digital world.

‍

Why Trust Still Matters in Digital Banking

‍

In a market where scams trend on WhatsApp before regulators even respond, trust is a bank’s most valuable currency. Customers need to believe their money is safe, that problems will be solved quickly, and that the bank understands their real-world frustrations.

‍

Traditional surveys or quarterly reports are too slow. Social listening lets banks pick up on the “eish” moments, complaints about app downtime, surprise charges or security concerns, before they spiral. If you want to see exactly how the mechanics work, take a look at our guide to social listening.

‍

‍

Three Ways Social Data Builds Banking Trust

‍

1. Spotting the weak signals early
Fraudsters and frustrated customers both leave traces online. Social monitoring helps banks catch the whispers before they turn into headlines. A sudden spike in “phishing SMS” mentions or chatter about unauthorised transactions is an early warning system. For a deeper dive, see 👉 5 ways social monitoring helps banks detect fraud signals.

‍

2. Showing up where customers are talking
From TikTok clips about hidden fees to Reddit threads comparing banking apps, customer trust is shaped by conversations happening outside official channels. Social listening allows banks to hear those discussions, join them authentically, and show they are paying attention.

‍

3. Closing the loop between care and confidence
A complaint raised on X (formerly Twitter) can quickly become a public endorsement if resolved well. By connecting queries, sentiment analysis and customer care in one loop, banks can turn negative experiences into proof points for reliability. To understand how this loop works in practice, read our piece 👉 optimising CX with social insights.

‍

The South African Lens

‍

South African banking customers juggle more than just account balances. They face loadshedding, rising costs and daily fraud attempts. Their language reflects it: “My bank app crashed again during Stage 6” or “had to gooi five forms just to change my debit order.”

‍

Understanding this context is critical. A tool like Brandwatch, layered with local expertise, can decode slang, frustration and urgency in real time. That nuance separates a generic dashboard from an insight engine that genuinely reflects South African realities.

‍

‍

From Data to Decisions

‍

Social data alone does not build trust. It is how banks act on it. The most successful institutions are using insights to:

‍

• Refine fraud detection strategies
  
• Streamline digital onboarding
  
• Personalise communication with real customer language
  
• Demonstrate care and accountability in public forums

‍

This is not about replacing the branch experience, it is about re-creating its trust in digital form.

‍

Next Steps

‍

If you are ready to see how social data can help your bank keep trust while scaling digital channels, start with a simple check:

‍

👉 Try our Easy Peasy Social Health Check to benchmark your listening maturity.
👉 Explore how to optimise CX with social insights for retention and loyalty gains.
👉 Book a consultation with YOUKNOW to explore how South African banks are using social data for trust-building.

‍

If you’ve already taken the first step in choosing an omnichannel messaging platform like OneSignal, a great place to start is to build your first customer journey. Without crucial info on your users, your app can’t deliver the personalised content that your customers will actually want. You can use OneSignal journey builder to give new users a welcome nudge using multiple communication channels to get that profile registration done and get them to your brand’s value moment faster. If you haven’t built a customer journey before, we've put together a “how-to guide” on how to create omnichannel messaging journeys for new users. To illustrate just how easy this is, we’re using a fake wellness app called "Breathe SA".

‍

How to set-up customer journey rules to help with a new app user’s onboarding process

‍

The first step in orchestrating any customer journey is to set up rules. Think of them as the gatekeepers who decide who gets in and out of your customer journey. You need them to ensure the right people are getting the right messages at the right time. For our wellness app, the entrance criteria are simple: it targets any new user who has just downloaded the app or is logging in for the first time. These are the people who will be captured in the onboarding journey.

‍

The exit criteria for this journey are also straightforward: as soon as a user has completed the entire journey, they leave it. This ensures users are only onboarded once.

‍

‍

How omni-channel messaging can help give users that extra nudge to keep them engaged 

‍

Once a new user is in the journey, they’ll see a welcome in-app message when they open the app. This message, which can be templated or built right in the editor, stays in the app for the first two days to serve as a reminder. With a strong CTA via a button with clear copy, "Complete your profile".

‍

The next step is to set up a "yes/no" branch in the user journey 

‍

• If the user clicks the button, it immediately triggers a personalised welcome email to say, "Welcome to the app," and guides them with the next steps. With that, they leave the journey as a newly registered user.
• If the user doesn't click the button, the journey waits two days. The user then receives a push notification to say, "Hey, don't forget to complete your profile set-up". If the user still doesn’t take action and register, the journey will trigger a final email send. This email reminds the user to complete their profile so they can benefit from the app’s full value.

‍

‍

What’s the key takeaway of this?

‍

This journey shows how you can use OneSignal to onboard new customers without irritating them. By using different channels after specific triggers, you can guide users to a complete profile. Not only are the users on their way to accessing the value of your app, but in exchange, you receive customer data needed to deliver personalised content recommendations and a better app experience. This is also super helpful when building high converting campaigns.

‍

More of a visual learner? Shaun, our OneSignal expert, has put together a short 5-minute tutorial to show you how this works in detail 👇

‍

‍

‍

Once you’ve got this, you can expand your journeys.

‍
Looking to Build Journeys but Don't Have OneSignal Yet?

‍

If you’ve accidentally landed on this page and are just starting out with customer engagement, here are three things to consider before you get going:

‍

• Know your CTA: Your call to action is everything. Decide on your goal, be it profile completion, a first purchase, or a subscription, before you build your journey.
• Define your journey: Map out the user's potential path and what you want them to do. A good journey is like a good map; it guides the user with a clear destination in mind.
• Test everything: Don't just set it and forget it. A/B test your messages and check your analytics to see what’s working and what isn’t.

‍

So, you are ready to level up your social media game. You start looking at tools and suddenly you are drowned in a sea of features, dashboards, and acronyms. Everyone seems to be yelling about the “best” platform.

Here is the secret many forget: the best social tech stack is not universal. It is personal, and one of the biggest factors that often gets overlooked is right under your nose, your team’s size and structure.

From a solo social wizard to a sprawling global department, what works for one will not work for another. Let us break down why your team’s size should be your first filter in choosing the right stack.

‍

Why Team Size Matters Most

Think about it. A team of three needs simplicity, collaboration, and core functionality. A team of thirty needs advanced workflows, granular permissions, and robust reporting. Forcing a small team into an enterprise suite, or asking a large team to make do with a lightweight tool, creates wasted spend, frustrated colleagues, and unmet goals.

Getting this right is not just about saving budget. It is about boosting efficiency, streamlining collaboration, and ensuring your team can actually use the tools to achieve business objectives.

‍

What Social Tech Fits Your Team?

‍

1. Small and Agile Teams (1–5 people)
Who they are: juggling multiple hats, social, content, email, and more.

What they need:

• All-in-one simplicity: a single dashboard for publishing, monitoring, and engagement.
• Intuitive UI: easy to learn without extensive training.
• Affordability: lightweight and budget-friendly.
• Core reporting: quick insights on reach and engagement.

‍

2. Growing and Collaborative Teams (5–15 people)
Who they are: dedicated social specialists, content creators, and community managers.

What they need:

• Advanced collaboration: shared calendars, approval flows, task assignment.
• Deeper analytics: granular audience insights and campaign performance.
• Enhanced listening: broader social conversations, not just direct mentions.
• Scalable engagement: manage higher volumes of interactions.
• Integrations: CRM, email, and marketing tools.

‍

3. Large and Enterprise Teams (15+ people and agencies)
Who they are: multi-role departments, often spread across brands or regions.

What they need:

• Robust listening and analytics: competitive intelligence, crisis detection, consumer trends.
• Granular permissions and workflows: compliance and brand safety at scale.
• Enterprise integrations: CX platforms, data warehouses, advanced CRM.
• Dedicated support and training: tailored onboarding and ongoing optimisation.
• Custom reporting: dashboards for executives, marketing, and CX.

‍

Beyond Team Size: Other Considerations

Size is the starting point, but also think about:

• Budget: what can you realistically invest?
• Core needs: are you focused on publishing, listening, analytics, or all three?
• Current stack: how will new tools integrate with existing platforms?
• Growth plans: choose a solution that can scale with you.

👉 For detail on features, read Key Features to Look for in a Social Media Management Platform

‍

Ready to Find Your Fit?

Choosing the right social tech stack for your team is not about features. It is about finding the operational fit that empowers your team, streamlines your efforts, and delivers results.

Do not let the volume of options overwhelm you. Start with your team, define your needs, and you will be on your way to a smarter strategy.

👉 For a structured buying roadmap, read The Social Tech Buyer’s Guide: Motivate, Measure, Implement
👉 Or book a consultation with YOUKNOW to see how the right stack works in practice.

Ever wondered how some brands react to current events in almost real time? Yes, Nando’s and Checkers, we are looking at you. It is not magic, it is the power of social listening.

Beyond the buzzwords, how is this sophisticated process possible, especially when it comes to cutting through the vibrant, diverse conversations happening online in South Africa and Sub-Saharan Africa?

Many think social listening is just about glancing at mentions or seeing what is trending. While that is a start, true social listening goes far deeper. It involves collecting, processing, and analysing vast amounts of public online data to uncover actionable insights.

Let’s pull back the curtain on the mechanics.

‍

What is Social Listening (A Quick Refresher)

Social listening is not just monitoring mentions or keywords. It is about understanding context, sentiment, and underlying trends across digital conversations.

For South African brands operating in dynamic markets, this means identifying emerging topics, understanding public perception, and spotting opportunities or threats that could impact business strategy.

It moves beyond what people are saying to why they are saying it, and what it means for your brand.

‍

The Core Mechanics: How Social Listening Tools Work

‍

A. Data Collection: Where Does the Information Come From?
High-quality social listening does not rely on random scraping. Reputable platforms such as Brandwatch work through direct data agreements, partnerships, and official APIs. This ensures compliant, comprehensive, and reliable access.

‍

Examples of coverage include:
X (formerly Twitter): Real-time public data streams via official API.
Facebook: Public brand page posts, reviews, and comments.
Instagram: Public business account posts, comments, hashtags.
YouTube: Comments, descriptions, and metadata for audience sentiment.
Reddit: Early trend signals from niche communities.
TikTok: Public comments, trending sounds, and content trends.
LinkedIn: Company pages, news, and professional discussions.
Beyond social: Blogs, forums, review platforms, and news.

‍

These legitimate connections guarantee accuracy and breadth, vital for strategic decision-making.

‍

B. Data Processing and Structuring: Making Sense of the Chaos
Raw data is messy. This is where AI and NLP transform it into clarity.

Boolean Query Building: Defining relevant conversations with precise operators. -> Your Guide to Writing Powerful Boolean Queries
Natural Language Processing: Analysing sentiment, slang, sarcasm, and intensity of emotion in multiple languages.
Topic Clustering and Trend Detection: Automatically grouping similar conversations to highlight themes.
Entity Recognition: Identifying brands, people, products, or locations.
Language Detection: Processing diverse languages across SA’s multilingual landscape.

Processed data is then categorised by theme, campaign, or audience segment.

‍

C. Analysis and Visualisation: Turning Data into Actionable Insights
Processed data becomes usable insight through:
Interactive Dashboards: Visuals like charts, graphs, and heat maps.
Real-time Alerts: Early warning for sentiment shifts, crises, or fraud spikes.
Filters and Segmentation: Drill into regions, demographics, or influencers.
Audience Profiling: Creating personas based on shared behaviours and interests.
Custom Reporting: Export tailored insights for business units.

‍

Get the Your Guide to Building a Social Listening Keyword List

‍

Beyond the Platform: The YOUKNOW Difference

Tools are powerful, but they need skilled interpretation. At YOUKNOW, our Brandwatch-certified experts combine platform mastery with local market knowledge.

We blend social listening with [Social Data Audit Checklist] (Consideration) to deliver custom reports that combine behavioural, attitudinal, and demographic context. This ensures intelligence is not just accurate but relevant to South African realities.

Our local perspective means we understand slang, culture, politics, and market nuances. That is what makes insights actionable.

‍

Who Benefits from This Level of Social Listening?

• Marketing Teams: Campaign optimisation and competitor intelligence.
• Customer Experience: Issue detection and proactive care.
• Product Teams: Discover unmet needs and pain points.
• Analytics Leaders: Market forecasting and segmentation.
• PR & Communications: Crisis monitoring and advocacy tracking.

‍

Conclusion

Social listening is no longer optional. It is the foundation for brands seeking to stay relevant, connected, and competitive.

By demystifying the process, from Brandwatch’s legitimate data access to AI-driven analysis and YOUKNOW’s expert interpretation, you can see how noisy digital chatter becomes a clear growth strategy.

‍

Request a Custom Consultation with YOUKNOW

Marketers are spoiled for choice. Social media tools, listening platforms, influencer trackers, customer engagement solutions... the stack keeps growing. So why do so many teams still feel stuck, juggling tools that do not talk to each other, or worse, tech that is never fully used?

‍

Here is the uncomfortable truth: buying the wrong social tech is not just a waste of budget, it is a missed opportunity to lead, connect, and grow.

‍

That is why we put together a practical, plain-speaking guide for South African marketers:

‍
The 2025 Social Tech Buyer’s Guide
👀 Grab the guide here

‍

But if you are in a hurry, here is a quick look at the big mistakes to avoid (and how the savviest teams are approaching social tech buying differently this year).

‍

1. Do Not Start with the Tool, Start with the Strategy.

‍

It is tempting to get wowed by features. AI! Auto-tagging! Predictive mood detection! But social tech only works if it maps to your actual strategy.

‍

Instead of asking “what can this platform do?”
Ask: “What are we trying to do better, and who needs to do it?”

‍

✅ Are you trying to understand your audience beyond engagement metrics?
✅ Need to prove the ROI of creator campaigns across the funnel?
✅ Want to connect social insights to product innovation or customer care?

‍

Then backtrack into the tech that can support those goals, not the other way around.

‍

2. Do Not Confuse Integration with Interruption

‍

A platform that “integrates with everything” is only as useful as your team’s ability to use it.

‍

Some social tech ends up creating more silos, more dashboards, and more confusion. The smarter play? Prioritise solutions that fit your real-life workflows, not ones that force you to reinvent them.

‍

✅ Is it easy for your social and insights teams to collaborate?
✅ Can marketing, PR, and CX all access the same insights in one place?
✅ Can you activate what you learn (and not just analyse it)?

‍

3. Do Not Buy Tech You Are Not Resourced to Use

‍

Here is a spicy one: sometimes the best tool is the one you will actually use.

‍

A top-tier enterprise solution may sound great in theory, until it takes six months to implement, three weeks to train, and an analyst you do not have.

‍

If your team is small, overworked, or new to social intelligence, go for scalable tools that offer strong onboarding, local support, or even managed services.

‍

(Shameless plug: that is something we do really well.)

‍

4. Do Not Forget the Local Context

‍

South African audiences are different. So are our data sources, campaign timelines, and internal structures. Your tech stack needs to work for you not just in theory, but in a market where your data, your team, and your customer journeys live.

‍

✅ Does the tech handle SA-specific language?
✅ Are your influencers, partners, or creators even being picked up by the platform?
✅ Do your internal teams have local support to get the most out of the tools?

‍

TL;DR: Buy Tech That Works for Your Team, Not Just the Demo

‍

We have helped hundreds of marketing teams across Africa choose the right social tech. And what we have learnt is this:

• Buying the best tool for you starts with clarity, not comparison.
• It pays to map your strategy first and tech second.
• And most importantly, good tech becomes great tech when the right people are behind it.

‍

Want to shortcut the chaos?
Get our free guide: The 2025 Social Tech Buyer’s Guide. Packed with practical tips, checklists, and real advice.
Download it here