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PODCAST

Social Media CX Podcast

Hosted by Brooke Sellas, CEO of B Squared Media and a leading voice in social care, this podcast explores the untapped power of using social media to create unforgettable customer experiences. Each week, Brooke dives into real-world strategies, industry trends, and actionable insights to help brands level up their CX game on social. You’ll hear candid interviews with top CX and DCX experts, learn from inspiring case studies, and get answers to your burning social care questions in the “Care Chat”

business marketing

All Episodes

08:52

Beyond the Like: Building Brand Affinity on Social Media

Social Media CX Podcast ·

2025/06/18

If your social post gets a like, cool. But if it makes someone think, “This brand gets me,” now we’re talking emotional loyalty.In this episode, I walk through Christina Garnett’s Brand Affinity Ladder and how to actually use it to write better social content. We’re moving beyond vanity metrics and into identity alignment—because that’s what keeps customers coming back.I also share three strategic post prompts that help you speak your customer’s language of belonging and show you how to audit your

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08:31

Stop Sounding Like a Bot: Use Your DMs to Build...

Social Media CX Podcast ·

2025/06/11

Your customer doesn’t need a faster reply, they need a real one.In this episode, I’m breaking down exactly how to use your brand's social media replies to build trust, not just close tickets. You’ll learn the A Cubed method—Acknowledge, Align, Assure—which we use at B Squared Media to turn basic replies into emotional loyalty builders.I’ll walk you through real examples, mistakes most brands are making, and a simple three-question audit you can do on your own social replies TODAY. If your brand

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35:39

Connection Over Convenience: The New Loyalty Playbook

Social Media CX Podcast ·

2025/06/04

What if your brand stopped chasing loyalty through clever copy and convenience—and started creating identity-aligned experiences instead?In this episode, I sit down with my brilliant friend Christina Garnett—Fractional Chief Customer Officer, CX strategist, and author of the upcoming book Transforming Customer-Brand Relationships. Together, we unpack why emotional connection is your most underused growth strategy.We talk about:Why customers confuse being seen with being sold toThe myth of loyalty

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06:13

Stiff, Silent & Scared: How to Nudge B2B Teams Toward...

Social Media CX Podcast ·

2025/05/28

This one’s for every marketer stuck between corporate red tape and social content that’s, well… silent. In this episode, I respond to a note from Marion — a B2B pro caught in a swirl of approval layers and stiff content rules. We break down how to:Deal with leadership fear of "being human" on socialTurn internal wins into conversation startersProve the ROI of behind-the-scenes and low-barrier contentPitch a content pilot without asking for permission to rebrand the whole thingWhether you're in B2B

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08:07

How Your Brand Can Be Culture-Driven Content Without...

Social Media CX Podcast ·

2025/05/21

Stop Chasing Trends. Start Leading Culture.You’ve seen the ick. Brands trying too hard to be cool — hopping on memes, dropping TikTok audio, and leaving their audience wincing.But here's the thing: 93% of consumers want you to participate in the cultural conversation. The catch? Only 27% believe trend-hopping works beyond 48 hours.In this solo episode, I'm breaking down how your brand can show up with cultural fluency — not forced trend-chasing. We’ll cover what actually makes brands stand out in

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11:20

White-Glove Social Care Without Burnout: What It...

Social Media CX Podcast ·

2025/05/14

“White-glove care doesn’t require a massive team. It requires the right team, the right tools, and a commitment to connection.”Is your team running on fumes while trying to deliver top-tier social care? In this episode, I’m breaking down what “white-glove” really means in 2025 — and why it doesn’t have to mean over-the-top or over-budget.You’ll learn:Why fast + human is the new baseline for social careHow labeling conversations as acquisition vs. retention changes everythingThree systems every team

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30:09

What Social Media Customers Really Want in 2025...

Social Media CX Podcast ·

2025/05/07

Is your social media team focused on vanity metrics and viral trends — or building real customer loyalty?In this episode, I sat down with Steph Hermanson from Sprout Social to unpack what was reported in the 2025 Sprout Social Index — and spoiler alert: it’s not more content.We dug into fresh insights from the latest Sprout Social Index, revealing:Why 73% of customers will bounce to a competitor if you don’t respond on socialThe difference between community management and true social listeningHow

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12:37

Care Chats IRL: What People Really Ask About Social...

Social Media CX Podcast ·

2025/04/30

After her talk at Social Media Marketing World, Brooke Sellas stayed behind to do what she does best: connect. In this special “hallway” edition of the show, you’ll hear real questions from real people—nonprofits, restaurants, educators—seeking better ways to engage, grow, and lead their communities online. Brooke answers in real time with sharp, strategic, and refreshingly human responses.If you've ever wished you could pull a strategist aside and ask your burning social media question, this

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21:20

Know Your Audience, THEN Engage: A Social CX Reality...

Social Media CX Podcast ·

2025/04/23

Wanna turn casual connections into raving fans? My Lost to Loyal newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month I'll send you actionable tips, proven strategy, and the latest trends straight to your inbox. Don't just guess. Know what works. Sign up now!----Engagement without intention? It's like throwing digital spaghetti at the wall. In this Care Chat episode of The Social Media CX Podcast, Brooke Sellas sits down with

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07:50

Solo But Mighty: How Small Teams Can Act Like a...

Social Media CX Podcast ·

2025/04/16

If you're loving these conversations and thinking, wait, my team needs this energy and this strategy, then you need our Care Squared training program. It's our signature social media customer care training built to help brands turn comments and complaints into conversations that retain customers, boost loyalty, and prove a return on investment with your social. Get the training now!--If you’re a one-person marketing team, juggling customer care, social engagement, and strategic planning—you are not

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10:10

Negative Comments ≠ Bad CX (If You Know What to Do...

Social Media CX Podcast ·

2025/04/09

Negative comments on social media aren’t a CX crisis—they’re a CX opportunity.In this episode of The Social Media CX Podcast, I share exactly how smart brands like ZoomInfo are turning complaints into trust, revenue, and long-term loyalty by building structured, thoughtful response systems. If you’re still deleting comments, ghosting unhappy customers, or responding like a robot… this one’s for you.What You’ll Learn in This Episode:💬 Why negative comments are some of the most valuable CX data you

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32:03

Inside ZoomInfo’s CX SWAT Team with Justin Levy

Social Media CX Podcast ·

2025/04/02

👉 Want to turn social comments into customer wins? Check out our Care Squared training—the signature program that teaches your team how to deliver standout social media CX in real time. Learn more at Bsquared.Media/care. ------What if your brand had a team trained to respond on social media in real time—with legal, sales, and privacy experts jumping in directly to resolve issues? That’s exactly what ZoomInfo built.In this episode of The Social Media CX Podcast, I chat with Justin Levy, Director of

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25:41

How to Nail Personalization & Authentic Engagement on...

Social Media CX Podcast ·

2025/03/26

Ever wonder how some brands feel so human on social media? The secret isn’t a giant team or expensive tools—it’s intentional personalization and authentic engagement.In this Care Chat episode of The Social Media CX Podcast, I’m joined by social media pro Haley Greene to break down exactly how brands (big or small) can build trust and connection on social—even when replying as “the brand.” We talk tone matching, proactive engagement strategies, and why showing up (the right way) still beats the

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07:22

Why SMS is the CX Superpower Brands Aren’t Using (Yet!)

Social Media CX Podcast ·

2025/03/19

Want to turn casual connections into raving fans? My Lost to Loyal Newsletter is your go to guide for mastering social media care and creating unforgettable customer experiences. Every month, I'll send you actionable tips, proven strategies, and the latest trends straight to your inbox.---Your customers are drowning in emails and scrolling past social ads—but their text messages? That’s where real connection happens. With 98% open rates, SMS is one of the most underutilized customer experience (CX)

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10:02

Small Team, Big CX: How to Automate Without Losing...

Social Media CX Podcast ·

2025/03/12

Want to turn casual connections into raving fans? My Lost to Loyal Newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month, I'll send you actionable tips, proven strategies, and the latest trends straight to your inbox.--Small teams can deliver exceptional customer experience (CX)—but only when automation is used the right way. The secret? Using AI and automation to support, not replace, human interactions.In this episode of The

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27:08

Balancing AI & Human Touch: How to Automate CX...

Social Media CX Podcast ·

2025/03/05

Discover why social care is the secret sauce to your brand's CX strategy. We're talking eye-popping stats, case studies that inspire, an actionable insights to transform how you engage with customers online. If you're ready to take your social care to the next level, read our report and let's turn conversations into unforgettable experiences -together.—----AI and automation can transform customer experience (CX)—but only when done right. If brands rely too much on AI, they risk losing the human

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09:29

How to Build Trust & Stronger Customer Connections...

Social Media CX Podcast ·

2025/02/26

Are you struggling to create content that actually connects with your audience on social media? I've got a free course that will change the way you approach content on your social channels forever. It's called Creating Conversational Content That Connects, and it's packed with proven strategies to turn boring posts into real conversations that drive engagement and build relationships.----Social media isn’t just a marketing tool—it’s a trust-building powerhouse. But too many brands treat it as a

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07:21

Why Losing Followers on Social Media is a Win

Social Media CX Podcast ·

2025/02/19

Are you struggling to create content that actually connects with your audience on social media? I've got a free course that will change the way you approach content on your social channels forever. It's called Creating Conversational Content That Connects, and it's packed with proven strategies to turn boring posts into real conversations that drive engagement and build relationships.----What if losing followers on social media was actually a good thing? Too many brands focus on vanity metrics when

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06:30

Social Media Should Be About Engagement Over Disruption

Social Media CX Podcast ·

2025/02/12

Great customer experiences start with really understanding your audience. That's why we teamed up with Sprout Social to bring you the Social Listening Workbook, your step-by-step guide to smarter engagement, stronger relationships, and better business results.---Too many brands are treating social media like a megaphone instead of a conversation. If you’re posting and waiting for engagement, you’re already behind.In this episode of The Social Media CX Podcast, I break down why engagement—not

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31:46

Beyond the Click: How Organic Valley is Aligning...

Social Media CX Podcast ·

2025/02/05

Discover why social care is the secret sauce to your brand's CX strategy. We're talking eye-popping stats, case studies that inspire, an actionable insights to transform how you engage with customers online. If you're ready to take your social care to the next level, read our report and let's turn conversations into unforgettable experiences -together.—----Social media isn’t just for scrolling—it’s where customer experience (CX) happens in real time. If brands don’t align their social and digital

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43 results

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