Social Media CX Podcast

Brooke Sellas
  • 5.0(5개의 평가)
  • 마케팅
  • 매주 업데이트

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” segment. Whether you're in CX, marketing, or social media, this podcast is your go-to guide for turning social channels into revenue-driving, loyalty-building tools. If you’re ready to master the art of social care, hit subscribe and join the conversation—because great CX isn’t just extra, it’s expected.

  1. 5일 전

    Human-First Marketing in an AI World with Phil Treagus-Evans

    If you’ve ever felt that traditional marketing personas just don’t capture the real human behind the data, you’re in for a treat. In this episode, I’m joined by Phil Treagus-Evans. He’s an entrepreneur, writer, and co-founder/CEO of Giraffe Social, here to talk about why he believes personas are flawed, why funnels are outdated, and how his Empath Framework and Pinball Method can help you truly connect with your audience. Phil shares practical ways to map customer feedback so you can build trust and drive meaningful engagement (the kind that leads to loyalty and advocacy). We also dig into AI’s role in marketing, how to balance automation with human touch, and why your team is your greatest USP. Mentioned in This Episode: Phil Treagus-Evans’ book: Human-First Marketing Giraffe Social resourcesPhil’s website LinkedIn Learning course Want to put human-first thinking into action for your brand? Book a brainstorm with us at B Squared Media, and let’s talk about building real connections that convert.

    34분

  2. 8월 27일

    5 Steps to Build Your Social Engagement Strategy Without a Big Team: Care Chat

    You don’t need five people to care about your customers on social, you just need a plan. In this Care Chat episode, I’m answering a question inspired by my recent interview with Ben from King Arthur Baking: How do you build an engagement team when you’re flying solo? I break down the 5-step system we use at B Squared Media to help brands create proactive, high-impact social care programs—even if you’re a team of one. From auditing your inbound channels to tracking ROI on conversations, this episode is all about starting where you are and proving the value of social. You’ll learn: Why reactive engagement is still a starting pointHow to build a response matrix that sets the toneTools to help you flag urgency (without going enterprise)Why you MUST engage like a human (yes, daily!)How to track gain/retain conversations for ROI Whether you’re running solo or growing your team, this one’s for you.  Mentioned in This Episode: Agorapulse for prioritizing DMs and urgent messagesVisit brookesellas.com for speaking inquiries + CX insights 👉 Book a brainstorm and let’s talk about turning your DMs into dollars: https://bsquared.media/contact

    7분

  3. 8월 20일

    How to Scale Social Engagement with a Tiny Team and a Big Heart

    Let’s bust a myth: You do not need a big team to deliver amazing social care. In this episode, I’m spotlighting how small but mighty teams—like King Arthur Baking Company’s three-person social squad—are showing up more consistently (and with more heart) than brands with twice the headcount. I break down how to scale real, heartfelt digital engagement using the systems, tone, and tools that make conversations feel personal, even at scale. If you’re struggling with slow response times, low engagement, or proving ROI on your social efforts, this one’s for you. You’ll learn: How to build a tone playbook your team can actually useWhy responsiveness is your brand’s new reputationWays to tag, segment, and personalize replies using tools like AgorapulseHow to connect the dots from comments to conversionsWhy FAQ templates still need a human “hello” If you’re ready to scale real conversations (not just content), let’s talk it out. 💚  Mentioned in This Episode: Free Course: Talk-Worthy ContentInside King Arthur Baking's Customer Experience with Ben RapsonAgorapulse social media tool 👉 Want help building your own scalable engagement system? Book a brainstorm with me and let’s future-proof your social CX.

    9분

  4. 8월 13일

    Why Relatable, Messy Content Wins the UGC Game

    If you’re still chasing perfect social media content, it’s time to rethink your UGC strategy. In this episode, I break down why messy is beautiful—and why your next best-performing content might be lopsided, amateur, and absolutely relatable. I share insights from my chat with Ben Rapson of King Arthur Baking about how their community thrives on imperfect, authentic content. Plus, I walk you through four ways to spark user-generated content that actually builds trust and drives conversions. By the end of this episode, you’ll know how to: Reframe your UGC brief to invite authenticityCreate low-barrier prompts your audience lovesCelebrate progress instead of perfectionTrack and nurture repeat contributors to grow superfans Your audience doesn’t want to be impressed, they want to be included. Let’s turn your UGC into a true loyalty engine. Want to build a UGC strategy that actually converts? Book a strategy session with me. Mentioned in This Episode: Brooke Sellas’ book → Conversations That Connect

    7분

  5. 8월 6일

    Inside King Arthur Baking’s Customer Experience Playbook

    What do a digital engagement pro and a 200-year-old flour company have in common? Turns out, a lot. In this episode of the Social Media CX Podcast, I chat with Ben Rapson, the mastermind behind King Arthur Baking’s award-winning social strategy. We dig into why King Arthur focuses on delivering "knowledge and inspiration" on social, rather than selling. Ben shares how their customer care team responds 7 days a week, how they’ve built a pun-filled, personality-driven brand voice, and why embracing amateur content is a strength, not a flaw. You’ll also hear how they track success across UGC, their annual Recipe of the Year, and even their emotional connection to baking trends. 🔗 Mentioned in This Episode: King Arthur Baking Company  Follow King Arthur on Threads Follow King Arthur on InstagramKing Arthur Baker’s Hotline Recipe of the Year: Big & Bubbly Focaccia  Social Tools Mentioned: Sprout Social and Hootsuite

    31분

  6. 7월 30일

    Care Chat: The Glow Framework for Surprise & Delight

    In this week’s Care Chat, I’m answering a listener question about one of my favorite CX tools—surprise and delight. Specifically, can it actually be measured? Spoiler: YES. And in this episode, I show you exactly how. I walk you through our GLOW framework (Give, Listen, Observe, Win) and how to use it to create moments that actually matter to your customers and move the needle for your business. From handwritten notes and unexpected swag to brand love and revenue lifts, this isn’t about going viral. It’s about creating emotional retention that leads to lasting loyalty. Let’s talk about how we can help you create a repeatable, revenue-generating CX strategy.  — Mentioned in This Episode: Conversations That Connect by Brooke Sellas — https://bsquared.media/conversations-that-connect-book Book a brainstorm → https://bsquared.media/chat

    9분

  7. 7월 23일

    When Your DMs Become a Disaster: How to Prevent a Social Media Meltdown

    What do your DMs look like when your team is offline? In this week’s CX Hot Take, I’m breaking down what I call the fireworks moment: When your inbox explodes, your mentions go wild, and you’re left scrambling during a holiday or weekend. Sound familiar? I’m sharing a real story from Jill Sammons at BCU and unpacking the most common social care gap I see: coverage fails during nights, weekends, and holidays. Plus, I walk you through a quick audit you can do right now to check if your brand is at risk. You’ll learn: Why reactive social care creates brand riskThe exact mini-framework we use at B Squared to keep brands covered 18/7A 10-minute audit to expose your coverage cracksHow to avoid turning one rogue DM into a full-blown crisis And if you’re thinking “we really need help with this”... you do. And we’ve got you. Mentioned In This Episode: 🎯 Check out my LinkedIn Learning course: Mastering Social Media Customer Care 📣 Or skip the overwhelm and hire us to manage your social care the right way. Learn more at bsquared.media or reach out directly.

    6분

  8. 7월 16일

    Why Every Brand Needs a “Nick” (and How to Find Yours)

    Who’s your brand’s “Nick”?  In this quick mini drop, I’m revisiting a powerful moment from my convo with Jill Sammons, VP of Brand at BCU. She shared how one unexpected advocate kept showing up—and how BCU turned that moment into a movement. This story will shift how you think about loyalty, advocacy, and social listening. If you're not identifying and engaging your "Nicks"... you're missing a major CX opportunity. Hit play to hear how to spot these superfans—and why they matter more than any ad campaign. — Want to go deeper into building loyalty through social listening and real conversation? Grab my book Conversations That Connect—available now on Amazon or at bsquared.media.

    4분
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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” segment. Whether you're in CX, marketing, or social media, this podcast is your go-to guide for turning social channels into revenue-driving, loyalty-building tools. If you’re ready to master the art of social care, hit subscribe and join the conversation—because great CX isn’t just extra, it’s expected.

정보

  • 제작진
    Brooke Sellas
  • 방송 연도
    2024년 - 2025년
  • 에피소드
    36
  • 등급
    전체 연령 사용가
  • 저작권
    © Copyright 2025 Brooke Sellas
  • 웹사이트 보기
    Social Media CX Podcast