Using Digital Feedback to Improve Company Culture

Social Listening for HR

As the founder and a People & Culture strategist, I realized:

We can’t fix what we don’t hear. And we can’t hear what we’re not listening for.

Some months ago, I was consulting with a fast-growing tech company in Lagos.

They had everything going for them: talent, traction, and a visionary founder. But then, something unexpected happened.

One of their top-performing team members resigned. No prior complaints. No signs of burnout. Just a calm message:

“I’ve found something that feels more aligned.”

When we followed up during her exit process, her words stayed with me:

“I didn’t feel like anyone was really listening.”

That single sentence exposed a gap we couldn’t ignore. Not in the policies. Not in the perks. But in the culture.

It was the wake-up call that shifted how we built their HR systems moving forward; from processes to people-first practices rooted in real-time feedback and digital listening.

In a world where employees share their thoughts in DMs, WhatsApp chats, LinkedIn posts, and anonymous forums; your culture already has feedback.

You just need to start listening. 

That’s where Social Listening for HR becomes a game-changer.

1. What Is Social Listening for HR?

Most people think social listening is just for marketing,:tracking hashtags, mentions, or brand reputation.

But in HR, social listening means this:

Tuning into the digital spaces where your employees are talking and using that feedback to build a better workplace.

This includes:

▪️Internal communication tools (Slack, Teams)

▪️Exit interviews and surveys

▪️LinkedIn posts and employee shout-outs

▪️WhatsApp group sentiments

▪️Glassdoor reviews

▪️Industry forums

Culture is not shaped in boardrooms. It’s shaped in conversations. The question is: Are you part of those conversations?

2. Digital Feedback Is Culture’s Mirror

When I started reading the “invisible” feedback about my leadership style, processes, or gaps, it was uncomfortable.

But it was necessary.

People said things like:

▪️“Milash pushes for excellence, but sometimes we need clearer direction.”

▪️“I wish I got more feedback, not just when something goes wrong.”

▪️“I love the vision, but I’m not sure where I fit into it.”

▪️That wasn’t gossip. That was gold.

▪️Because feedback when listened to, not feared is a mirror.

▪️It doesn’t judge you. It shows you what you can improve.

3. What You Can Learn Through Social Listening

When you start paying attention, you’ll uncover:

▪️Unspoken frustrations

▪️Hidden leadership gaps

▪️Morale fluctuations

▪️Silent high performers

▪️Misalignment between values and reality

Toxic patterns that don’t show up in performance reviews

In one client company we worked with, team members constantly posted late-night Slack messages. At first, leadership saw this as “commitment.”

But through social listening, we uncovered it was burnout.

They didn’t feel safe logging off early.

That insight helped us restructure work hours and the culture improved within weeks.

4. How to Apply Social Listening in Your HR Strategy

Here’s what I recommend (and what we implement at Milash Brand Digital and with our clients):

▪️Set Up Anonymous Feedback Channels

Give people a safe space to speak—without fear of politics or punishment.

Monitor Internal Platforms (Responsibly)

Don’t stalk. Observe patterns. Are people celebrating? Venting? Going silent?

Ask the Right Questions

Instead of “How are things?” ask:

▪️“What’s something we can improve that no one’s asked you about?”

▪️“What feels off about the way we work?”

▪️“Where do you feel unheard?”

Translate Feedback into Action

Listening without follow-up is manipulation. Listening with improvement is transformation.

5. What Happens When You Listen Well

When you build a culture that listens:

People speak up earlier (reducing silent tension)

▪️Leadership grows stronger (not just louder)

▪️Employees stay longer because they feel seen

▪️Innovation thrives because people feel safe

I’ve seen companies with average salaries but extraordinary listening cultures retain talent better than high-paying, high-pressure environments.

Why? Because employees don’t need perfection. They need to know they matter.

Final Thought: Don’t Just Hear. Listen.

There’s a difference between hearing and listening.

Hearing is passive. Listening is active.

And in today’s digital-first world, culture is a living, breathing conversation. You can’t shape it from a distance. You have to be inside it—curious, humble, and ready to act.

As HR leaders, founders, and executives, our job isn’t just to manage people.

It’s to listen well enough to lead them with empathy and intention.

Want to Build a Listening Culture That Wins?

At Milash Brand Digital, we help organizations implement modern HR systems that don’t just function—they feel right.

Let’s audit your feedback systems, decode your digital culture, and turn silent voices into powerful insights.

Book a People & Culture Listening Strategy Call today.