Social Media CX Podcast

Brooke Sellas
  • 5.0 (6)
  • MARKETING
  • UPDATED WEEKLY

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. 1D AGO

    What’s Actually Driving Customer Churn

    Customer experience doesn’t usually break all at once. It’s often a series of small moments that aren’t handled quickly enough. In this episode, I’m joined by Rani Parkinson, our Senior Social Care Account Manager at B Squared Media, to talk about what’s actually happening inside social care day to day—and why the brands that feel “calm” are usually the ones handling the small stuff well. We talk about why good CX often feels invisible, how small issues turn into public escalations, and why consistency matters more than any big viral moment. We also get into what’s really behind most customer complaints (it’s usually not the product), and how quickly things can spiral when no one responds. Mentioned: Connect with Rani: https://www.linkedin.com/in/rani-parkinsonSocial Care Weekly: https://bsquared.media/newsletter Learn more in the State of Social Care Report (2026): https://bsquared.media/the-state-of-social-care-2026

    35 min

  2. APR 1

    Where Customer Experience Actually Breaks: CX Under Pressure

    Customer experience doesn’t break in one big moment. It breaks in the gaps. In this final episode of the CX Under Pressure series, I’m pulling together the biggest patterns from the last four conversations and where things tend to break down. It’s usually not one big failure. It’s gaps in how teams operate, how decisions get made, and how customer signals actually get used. This episode is a look at what’s behind that—and what separates teams that stay reactive from the ones that don’t. In this episode: Why most brands are still getting wrong about customer relationshipsThe real reason customers escalate (and why it’s usually not about anger)How disconnected systems create broken experiencesWhere AI is helping—and where it’s making things worseWhy listening to customers isn’t enough (and what to do instead)The difference between reactive vs controlled CXWhat metrics that actually matter Mentioned: State of Social Care Report (2026): https://bsquared.media/the-state-of-social-care-2026 Ep. 61 with Tyler Stambaugh: https://www.youtube.com/watch?v=jfBpi7AY7nI Ep. 62 with Katie Robbert: https://www.youtube.com/watch?v=yIEwppGapcY Ep. 63 with Lisa Martin: https://www.youtube.com/watch?v=S8nfxpGW7Ec Ep. 64 with Scott Lee Holloway: https://www.youtube.com/watch?v=MqmaCVTZglY

    12 min

  3. MAR 25

    Turn Customer Feedback Into Action: CX Under Pressure

    Most banks collect customer feedback. Very few actually use it. In this episode, I talk with Scott Lee Holloway, Head of Customer Experience at APS Bank, about what it looks like to actually turn customer insight into action. We get into how his team gathers feedback across channels—and how that insight makes its way into real decisions across the business. We also talk about automation and where human support still matters most, especially in a trust-heavy industry like financial services. If you’ve ever wondered what it takes to move from collecting feedback to actually using it, this conversation breaks it down. You’ll hear about: Why most customer feedback never turns into anything usefulWhat you’re missing if you’re only looking at dashboardsHow customer insight actually reaches leadershipThe tension between AI efficiency and human supportWhat breaks trust faster than most teams realize Mentioned: Connect with Scott on LinkedIn: https://www.linkedin.com/in/scottleehollowayAPS Bank: https://www.apsbank.com.mt Interested In More? Download the State of Social Care 2026 Report: https://bsquared.media/the-state-of-social-care-2026

    37 min

  4. MAR 18

    When AI Breaks Trust in Public: CX Under Pressure

    AI is moving fast — but is your brand keeping up in a way that builds trust or quietly erodes it? In this episode, I sit down with Lisa Martin — former NASA scientist, tech media strategist, iHeartRadio host, and host of CMOs Unscripted — to unpack one of the most pressing questions in business today: How do you use AI in customer-facing environments without sacrificing the trust you've worked so hard to build? Lisa brings her signature blend of scientific rigor and journalistic clarity to the conversation, and she doesn't hold back. In this episode, you'll learn: Why most AI initiatives fail to deliver ROI — and what leaders are getting wrong about use case selectionHow AI is fundamentally changing the trust equation in public, customer-facing channelsWhat "human in the loop" oversight actually looks like in practiceThe non-negotiable guardrails CMOs should insist on before scaling AI in social and digital channelsWhy transparency and accountability aren't just compliance checkboxes — they're growth strategiesWhat some big brands are doing right (and why they're still the exception, not the rule)The three metrics leaders should be measuring beyond cost savings and automation ratesHow to push back internally when AI rollouts feel rushed Connect with Lisa Martin: X/Instagram: @LisaMartinMediaLinkedIn: https://www.linkedin.com/in/lisamartinmedia/Website: https://www.lisamartinmedia.com/Podcast: CMOs Unscripted (https://podcasts.apple.com/us/podcast/cmos-unscripted/id1817565884) Interested in More? Download The State of Social Care 2026 Report (https://bsquared.media/the-state-of-social-care-2026)Rate & review the show: RateThisPodcast.com/SMCX

    35 min

  5. MAR 11

    When Social Media Turns on Your Brand: CX Under Pressure

    What would you do if someone started posting across your social media saying your company was a scam? That’s exactly what happened to Katie Robbert, co-founder and CEO of Trust Insights. One day their notifications started blowing up with accusations that they were stealing money from a customer. There was just one problem… she had the wrong company. In this episode, part of our CX Under Pressure series, Katie shares how she handled the situation and why responding with empathy instead of defensiveness turned a potential reputation crisis into a trust-building moment. Mentioned: Trust InsightsKatie Robberts on LinkedIn SparkToro study on AI visibility Rate the Podcast: If you’re enjoying the show, we’d love your feedback. Leave us a quick rating or review at: ratethispodcast.com/smcx

    29 min

  6. MAR 4

    Creating Experiences That Drive Retention: CX Under Pressure

    As part of our March series, CX Under Pressure, we’re exploring what’s really shaping customer experience in 2026, from rising CAC to fragmented journeys and the human side of loyalty. In this episode, I sit down with Tyler Stambaugh to unpack why acquisition is easy to test, but retention is personal. We talk about discount dependency, vanity metrics, and the uncomfortable truth that many brands are training customers to expect incentives instead of value. In this episode: 👉Why retention feels “emotionally distressing” for founders 👉How discounting creates transactional behavior 👉The “Pavlov’s dog” trap in e-commerce 👉The 80/20 rule in customer revenue If CX is under pressure right now, retention is where that pressure shows up first. Mentioned: Magnetiq Tyler Stambaugh on LinkedIn

    35 min

  7. FEB 25

    CX Under Pressure Is Coming in March

    Customer experience feels more exposed right now. Budgets are tighter, AI is louder, and trust is thinner than ever. And most organizations are still running systems built for what social media used to be, not what it’s become. In March, I’m launching a four-part series called CX Under Pressure. It’s where we’ll unpack what actually holds up when systems crack, listening fails, and automation starts replacing empathy. Make sure you’re subscribed so you don’t miss it. Leave a Review: Found this helpful? Leave at a review at ratethispodcast.com/smcx

    6 min

  8. FEB 17

    Are You Measuring Social Media All Wrong?

    Marketing metrics focus on output: content published, engagement generated, and response times. But customers don't come to social media to be engaged. They come to be helped. When social care is measured with marketing metrics alone, teams optimize for volume and speed. A team that responds to 500 tweets in a day but leaves frustrated customers without real solutions creates churn. In this episode, we break down the signals that help leaders understand whether social is influencing acquisition and retention—not just activity. Mentioned in this Episode: Download the 2026 State of Social Care Report Leave a Review: Enjoying the show? Leave a quick rating and help us reach more CX leaders: ratethispodcast.com/smcx

    13 min
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Ratings & Reviews

5
out of 5
6 Ratings

About

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.

Information

  • Creator
    Brooke Sellas
  • Years Active
    2024 - 2026
  • Episodes
    67
  • Rating
    Clean
  • Copyright
    © Copyright 2026 Brooke Sellas
  • Show Website
    Social Media CX Podcast

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