Sweetwater's Fine-Tuned Customer Service.

How musical instruments retailer Sweetwater Sound uses social media listening to create one-on-one relationships with customers.
Caroline Henley
November 26, 2015 - 1 min. read


Fans on social


Response rate


Negative fan sentiment


Sweetwater Sound is the world’s leading music technology and instrument retailer.

Every customer of Sweetwater’s is paired with one sales rep—for life. The Sales Engineer is assigned to a customer in Sweetwater’s database and is always the point-person throughout that customer’s relationship.

The social team, led by Steve Dwyer, is optimizing Sweetwater’s renowned customer service through the power of social media. Equipped with the power of social media listening, Sweetwater has a digital way to invite online fans—who might otherwise be anonymous—into personal relationships with its team of Sales Engineers. Download the case study to find out how Sweetwater drives customer loyalty with social. 

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Learn how Sweetwater uses listening to create 1:1 relationships with customers.