From product-launch listening
to brand-wide intelligence.

Listen. Learn.
Put it to work.

The challenge

A major home appliance brand needed to understand online conversations surrounding a new product launch—and translate those conversations into useful insights for teams across the business.

The work

Falls+Partners helped design and build a social listening program using multiple listening platforms to deliver daily updates on relevant online conversations.

Initially focused on one product launch, the program expanded across the brand’s product portfolio. Insights informed content development, customer support, community engagement, product research and development, and other business needs.

The outcome

The initiative evolved into a dedicated internal listening unit, making customer conversations an ongoing source of business intelligence.

The program became an internal model and case study for expanding the practice to other brands within the parent company’s portfolio.