Social Media CX Podcast

Brooke Sellas
  • 5.0 (7)
  • Marketing
  • Updated Weekly

Social media is no longer just a marketing channel. It’s where customer experience happens in real time. Every unanswered comment, frustrated DM, online review, and viral customer interaction shapes how people trust your brand—and whether they stay loyal to it. Hosted by Brooke Sellas, CEO of B Squared Media, the Social Media CX Podcast explores how modern brands use social media to improve customer experience, strengthen retention, protect brand reputation, and build lasting customer loyalty. Through solo episodes, expert conversations, and real-world case studies, Brooke breaks down the strategies behind social listening, digital customer experience, online reputation management, customer trust, and the growing connection between marketing and customer care. Designed for marketing leaders, CX professionals, and customer-focused brands, each episode delivers practical insights you can apply immediately to create stronger customer relationships in a digital-first world. Because today, customer experience doesn’t just happen in call centers. It happens in comments, DMs, reviews, and public conversations every single day.

  1. 6h ago

    Your Customer Complaints Are Shaping What AI Says About Your Brand

    Your website isn't the only thing AI reads before it decides what to say about your brand. Your Yelp reviews are. So is that unanswered DM from three weeks ago. Katie Artz spent 90 days optimizing her own company's website, testing every AI visibility best practice on herself before she sold a single client on it. The thing that actually got her cited by AI? Not the website. Her personal LinkedIn, a mention on Reddit, and third-party coverage. In this episode, Brooke talks with Katie, founder and CEO of No Fluff, about how AI builds a "trust graph" for your brand from reviews, social conversations, third-party sources, and the rest of your digital footprint. They explore why the questions and complaints your social care team handles every day are becoming strategic intelligence — and what leaders should do with that information instead of letting it stay inside the social team. We Talk About: Why AI reads your entire digital footprintWhy Katie's company got cited by AI — and why it wasn't her websiteWhat happens to brands that don't respond to complaints or reviewsHow to turn one customer response into three places AI can find itA 5-minute test you can run right now to see what AI already thinks about your brand Want to know what AI is already saying about your brand? Katie's five-minute test is a great place to start. But if you want to understand how your brand actually shows up across AI search, where competitors are being recommended instead, and what you can do to improve your visibility, the AI Visibility Benchmark™ goes deeper. No Fluff benchmarks your brand across the questions buyers are actually asking and gives you a roadmap for improving how your company shows up in AI-generated answers. See where your brand stands with the AI Visibility Benchmark™: https://nofluffmktg.com/ai-visibility-benchmark/

  2. Aug 5

    The Customer Signals Hidden Inside Your Social Care Data

    Fast replies aren't the same as solved problems. Here's what actually proves it. Most leadership dashboards answer one question: How is the team performing? What they often miss is an even more important one: What are customers trying to tell us before those issues become expensive? Response time, follower growth, and engagement may look good in a report, but they rarely reveal whether your organization is solving customer problems, protecting trust, or uncovering operational issues before they spread. In this episode, Brooke shares four customer signals already hidden inside your social care data that reveal what's really happening behind your customer interactions. You'll learn how resolution rate, deflection rate, sentiment shift, and inquiry mix can help leadership make better decisions and connect social care to real business outcomes. We Talk About:Why fast response times can create a false sense of successThe customer signals that reveal whether problems are actually being solvedWhen automation improves efficiency—and when it quietly erodes trustWhy inquiry trends often expose operational issues before the rest of the business sees themHow to connect social care reporting to the business outcomes leadership cares about Wondering what your customer conversations are trying to tell your business? The B Squared Media Social Care Audit uncovers the customer signals most organizations overlook, giving you a clear executive-level diagnostic of what's working, what's missing, and where hidden risks may already be emerging. Learn more at bsquared.media/social-care-audit.

  3. Jul 29

    AI Doesn't Know What Makes Your Brand Different

    Every marketing team now has access to AI. The challenge isn't finding the right tool—it's teaching AI what makes your brand worth listening to. This week, Brooke Sellas talks with Mike Allton, Chief Storyteller at Agorapulse, about why so much AI-generated content sounds the same and what leaders can do to change that. Their conversation explores why AI needs more than a clever prompt, how better context leads to better results, and why the real competitive advantage comes from giving AI a deeper understanding of your audience, your voice, and your business. Mike also demonstrates Archie, Agorapulse's new AI content tool, showing how it helps marketers build that context before content is ever created. Along the way, he shares how AI challenged one of his own marketing ideas—preventing a weak campaign before it ever reached customers. We Talk About: Why AI-generated content often sounds generic—and how to make it reflect your brand insteadThe surprising research behind why people trust AI content, even when it's wrongA look inside Archie and how it helps AI understand your business before creating contentThe marketing campaign Mike's own AI convinced him not to sendWhy the real value of AI isn't just saving time—it's what your team can do with the time it gives back Teaching AI what makes your brand different doesn't stop with marketing. As AI becomes part of customer care, the same principles of governance, trust, and brand consistency become even more important. The State of Social Care Report explores how leading organizations are implementing AI responsibly while protecting the customer experience. Download your free copy today. https://bsquared.media/the-state-of-social-care-2026/ Mentioned in this Episode: Agorapulse: https://www.agorapulse.comArchie Waitlist: https://archie.app/Connect with Mike Allton on LinkedIn: https://www.linkedin.com/in/mikeallton

  4. Jul 22

    Your Leadership Message Isn't Landing. AI Can Show You Why.

    What if the reason your leadership message isn't landing has nothing to do with the words you're using? Most organizations spend countless hours refining executive messaging. But as leadership communication shifts to video, AI is revealing another factor that influences whether people trust what they hear: the alignment between what leaders intend to communicate and what audiences actually perceive. Brooke sits down with Deirdre Breakenridge, founder of Pure Performance Communications and creator of FIQ.ai, to explore how AI is helping leaders uncover communication blind spots before those messages reach customers, employees, or stakeholders. If your organization relies on leaders to communicate during moments that matter, this conversation will change the way you think about executive communication. Curious what AI sees when you step in front of the camera? Learn more about FIQ.ai, the communication coaching platform featured in this episode, and discover how it's helping leaders uncover the hidden signals that influence whether their messages connect. Rather than replacing human coaching, FIQ.ai gives leaders and communication teams deeper insight into how executive messages are actually being perceived. 👉 https://www.fiq.ai

  5. Jul 15

    What AI Is Revealing About Your Customer Experience

    The biggest risk with AI isn't that it gets customer interactions wrong. It's that it gets them almost right. When AI responses become generic or inconsistent, most organizations assume they have a prompt problem. Susan Westwater argues they're solving the wrong problem. Those results often point to weaknesses in the workflows, governance, and brand systems behind the AI. In this episode, Susan explains why AI doesn't create inconsistent customer experiences—it scales the systems already in place. If your AI doesn't sound like your brand, the answer probably isn't another prompt. It's a better workflow. In This EpisodeWhat generic AI responses reveal about your customer experienceWhy better prompts won't fix broken workflowsThe difference between prompts and AI workflowsHow governance protects brand trust while enabling faster responsesWhere to start if you only have time to improve one workflow Free ResourceSusan created a free AI Draft Review Checklist to help teams identify workflow gaps before they become customer experience problems. ➡ Download it at pragmatic.digital/checklist Need a Bigger Picture?Wondering what AI might be revealing about your own customer experience? Brooke's Social Care Audit evaluates response times, governance, workflows, and brand voice to uncover the operational gaps affecting customer experience and AI performance. bsquared.media/social-care-audit

  6. Jul 8

    The Companies Winning with AI Make Different Decisions

    Every company is investing in AI. Fewer are asking the harder question: What should AI actually do, and where do humans create the most value? The companies pulling ahead aren't necessarily using more AI. They're making different decisions about where automation ends, where human judgment begins, and how those choices shape customer trust, operational efficiency, and long-term competitive advantage. In this episode, Brooke sits down with globally recognized B2B AI strategist, keynote speaker, fractional CMO, and five-time author Pam Didner to explore what has actually changed since AI first exploded into the workplace—and what leaders are still getting wrong. Together they discuss why prompting is more like briefing an agency than writing a command, why AI is increasingly becoming the first touchpoint in the buyer journey, how enterprise teams should think about tools like Microsoft Copilot, and why keeping humans in the loop is less about avoiding mistakes and more about making better business decisions. Whether you're leading marketing, customer experience, or digital transformation, this conversation offers a practical framework for deciding what belongs in the hands of AI—and what should never leave the hands of people. What We ExploreWhy the companies succeeding with AI aren't simply automating moreHow leaders decide where humans should stay in the loopWhy prompting is more like briefing an agency than writing a commandWhat gives away AI-generated communication—and why it matters for customer trustHow AI is reshaping the buyer journey before customers ever visit your websiteWhat enterprise leaders should know about Microsoft Copilot and AI governanceWhy measuring AI success requires more than productivity metricsThe hidden investment costs organizations often overlook when adopting AI Mentioned in this Episode: Pam Didner's Website: pamdidner.com Pam Didner on LinkedIn: linkedin.com/in/pamdidner Email Pam: hello@pamdidner.com Book: The Modern AI Marketer in the GPT Era Book: The Modern AI Marketer: Guide to Gen AI Prompts

  7. Jul 1

    Reddit Is Training the AI That Recommends Your Brand. Are You In the Conversation?

    Reddit isn't just a forum anymore. It's one of the most influential sources shaping what AI says about your brand. As AI search becomes a bigger part of how customers discover, evaluate, and compare companies, the conversations happening on Reddit are increasingly influencing recommendations, perceptions, and purchase decisions. The challenge? Those conversations are happening whether your brand participates or not. In this episode, Brooke Sellas sits down with Danny Kirk, founder of ReddiReach, to explore why Reddit has become a critical part of AI visibility, customer intelligence, and brand reputation management. They discuss how AI learns from Reddit conversations, why comments matter more than posts, what authentic participation looks like, and why the biggest risk may be staying silent. We Talk About: • Why brands are finally paying attention to Reddit in 2026 • How Reddit became one of the most important sources of AI training data • Why AI recommendations are increasingly influenced by Reddit conversations • Why comments matter more than posts on Reddit • How Reddit is cracking down on bots and rewarding authentic participation • What good social care looks like on Reddit • Why the biggest risk isn't showing up on Reddit—it's ignoring the conversation altogether • Why Reddit may be the SEO opportunity of the AI era The conversation about your brand is already happening. If you'd like to understand what customers are saying, what AI is learning, and where those insights could create opportunities for your business, book a free consultation with Brooke today. https://bsquared.media/chat/ Mentioned in This Episode: ReddiReach: reddireach.com Danny Kirk on LinkedIn: linkedin.com/in/danielpkirk

  8. Jun 24

    What Your Engagement Is Actually Telling You

    Most brands treat engagement as a scorecard. The smartest brands treat it as a source of customer intelligence. In this final episode of the CARE Framework series, Brooke Sellas explains why meaningful engagement isn't something you chase through algorithms, hacks, or more content. It's something you earn through conversations, trust, and consistent customer care. You'll learn how conversations, acquisition signals, retention insights, and engagement work together as a flywheel that helps brands uncover what customers are thinking, feeling, struggling with, and considering long before those insights show up in a report. Because when you stop treating engagement like a vanity metric and start treating it like business intelligence, social media becomes far more valuable than a marketing channel. In This EpisodeWhy meaningful engagement is earned, not generatedThe CARE flywheel and how it creates stronger customer relationshipsWhat engagement data reveals about trust, loyalty, and buying intentWhy customers often share more in conversations than they do in surveysWhat today's algorithms actually rewardHow engagement becomes one of the richest sources of customer intelligence available to your organization Get the CARE BlueprintReady to turn social media conversations into measurable business outcomes? The CARE Blueprint Course shows you how to identify acquisition and retention signals, build a conversation coding system, uncover customer insights, and connect social care to ROI. 👉 https://courses.bsquared.media/courses/CARE Use code SMCX at checkout for 50% off. Connect with Brooke Website: https://bsquared.media LinkedIn: https://www.linkedin.com/in/brookebsellas Instagram: https://www.instagram.com/brookesellas

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Social media is no longer just a marketing channel. It’s where customer experience happens in real time. Every unanswered comment, frustrated DM, online review, and viral customer interaction shapes how people trust your brand—and whether they stay loyal to it. Hosted by Brooke Sellas, CEO of B Squared Media, the Social Media CX Podcast explores how modern brands use social media to improve customer experience, strengthen retention, protect brand reputation, and build lasting customer loyalty. Through solo episodes, expert conversations, and real-world case studies, Brooke breaks down the strategies behind social listening, digital customer experience, online reputation management, customer trust, and the growing connection between marketing and customer care. Designed for marketing leaders, CX professionals, and customer-focused brands, each episode delivers practical insights you can apply immediately to create stronger customer relationships in a digital-first world. Because today, customer experience doesn’t just happen in call centers. It happens in comments, DMs, reviews, and public conversations every single day.

Information

  • Creator
    Brooke Sellas
  • Years Active
    2024 - 2026
  • Episodes
    85
  • Rating
    Clean
  • Copyright
    © Copyright 2026 Brooke Sellas
  • Show Website
    Social Media CX Podcast