GTA TeleGuam, Guam’s legacy telecommunications provider since 1950, delivers mobile, broadband, and television services to a population of fewer than 200,000 residents. As competition in the local telecommunications market intensified and customer conversations increasingly shifted to social media, GTA strengthened its customer-first approach through a 2019 rebrand centered on the slogan “We Start With You.” The company prioritized listening to customers, addressing concerns promptly, and improving engagement. However, GTA lacked a formal social listening solution and relied on another provider for social media management. Seeking deeper visibility into customer sentiment and online conversations, GTA adopted a more comprehensive monitoring approach to track brand perception, identify issu

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