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 relationships
• The real reason customers escalate (and why it’s usually not about anger)
• How disconnected systems create broken experiences
• Where AI is helping—and where it’s making things worse
• Why listening to customers isn’t enough (and what to do instead)
• The difference between reactive vs controlled CX
• What 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 

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:

1. Why most customer feedback never turns into anything useful
2. What you’re missing if you’re only looking at dashboards
3. How customer insight actually reaches leadership
4. The tension between AI efficiency and human support
5. What breaks trust faster than most teams realize

Mentioned:

1. Connect with Scott on LinkedIn: https://www.linkedin.com/in/scottleeholloway
2. APS Bank: https://www.apsbank.com.mt

Interested In More?

1. Download the State of Social Care 2026 Report: https://bsquared.media/the-state-of-social-care-2026

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:

1. Why most AI initiatives fail to deliver ROI — and what leaders are getting wrong about use case selection
2. How AI is fundamentally changing the trust equation in public, customer-facing channels
3. What "human in the loop" oversight actually looks like in practice
4. The non-negotiable guardrails CMOs should insist on before scaling AI in social and digital channels
5. Why transparency and accountability aren't just compliance checkboxes — they're growth strategies
6. What some big brands are doing right (and why they're still the exception, not the rule)
7. The three metrics leaders should be measuring beyond cost savings and automation rates
8. How to push back internally when AI rollouts feel rushed

Connect with Lisa Martin:

1. X/Instagram: @LisaMartinMedia
2. LinkedIn: https://www.linkedin.com/in/lisamartinmedia/
3. Website: https://www.lisamartinmedia.com/
4. Podcast: CMOs Unscripted (https://podcasts.apple.com/us/podcast/cmos-unscripted/id1817565884)

Interested in More?

1. Download The State of Social Care 2026 Report (https://bsquared.media/the-state-of-social-care-2026)
2. Rate & review the show: RateThisPodcast.com/SMCX

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:

1. Trust Insights
2. Katie Robberts on LinkedIn
3. 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

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:

1. Magnetiq
2. Tyler Stambaugh on LinkedIn

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

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:

1. 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

In this episode, I unpack the very real consequences of treating social care like social media marketing. You’ll find out why this structural misalignment creates burnout, buried risks, and missed opportunities.

I also share how we got here and why fixing this isn’t about your people or your tools, it’s about your setup. If your social team is being measured by engagement but handling service issues, this one’s for you.

Mentioned in This Episode:

1. The State of Social Care Report 2026

Leave a Review:

Enjoying the show? Leave a rating at ratethispodcast.com/smcx to help more leaders find their way to better social care.

I sat down with the brilliant Jeannie Walters, CEO and Chief Experience Investigator at Experience Investigators, to talk about what’s really broken in most customer experience strategies—and what to do about it.

We got into:

1. Why most CX “strategies” aren’t actually strategic
2. The difference between process maps and journey maps
3. Who should really own customer experience (spoiler: it's complicated)
4. How tiny micro-moments either build or erode trust

CX is tested in real time, by real customers, in messy, unplanned moments. And social media is one of the first proving grounds.

Mentioned in This Episode:

1. Jeannie’s new book → Experience Is Everything
2. Download the 2026 State of Social Care Report
3. Jeannie’s company → Experience Investigators

In this episode, I unpack what we’ve uncovered in our State of Social Care 2026 Report: Ownership debates often mask deeper structural issues. And when teams are misaligned, even the best tools or intentions fall flat.

You’ll hear:

1. Why ownership models alone don’t predict success
2. What high-performing brands are doing differently
3. The real value of social listening (and why many orgs miss it)
4. A simple framework to reveal where your approach might be stuck

If you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.

Mentioned In This Episode:

1. Download the State of Social Care Report 2026
2. Paige Walker on social listening

Let’s Settle This:

In an ideal world, who should lead social care?

1. Marketing
2. Customer Experience
3. Support
4. A cross-functional team

Ownership debates can stall progress. If you could design your team from scratch, who would lead social care—and why?

Rate This Podcast:

If this sparked a new idea or uncovered a blind spot, leave a review at ratethispodcast.com/smcx. We read (and celebrate) every one!

In this episode, I unpack the most eye-opening insights from our 2026 State of Social Care Report, including why reactive teams are burning out, how leadership is missing critical early signals, and what predictive social care actually looks like in practice.

I’m sharing:

1. The top reason customer insights never spark change
2. Why dashboards don’t drive decisions (and what does)
3. A simple weekly practice that transforms your entire CX strategy
4. How to know if your org is ready to scale social care with impact, not just output

If you’re stuck playing defense or overwhelmed by volume, this episode is for you.

👉 Download the State of Social Care Report + 2026 Playbook

We’ll benchmark your current social care program against the maturity framework from the report.

📊 Request a Social Care Audit

—

🧠 Mentioned in This Episode:

1. 2026 State of Social Care Report
2. Conversations That Connect by Brooke Sellas

🎧 Enjoyed this episode? Rate & review here: ratethispodcast.com/smcx

It sounds harmless. But in this episode, I’m breaking down why that mindset is quietly costing your brand real revenue—and how a simple shift in how you label social conversations can make or break trust (and conversion).

Inside, I share a surprising client case study and one of the biggest insights from our upcoming State of Social Care Report.

Mentioned in This Episode:

1. State of Social Care Report 2026
2. Free 30-min strategy consult
3. Leave a review if this hit home
4. Dive into the blog here

We’re officially in the Experience Economy. And that means your social media strategy must evolve beyond campaigns and content calendars. It’s time to think in terms of moments, trust, and real conversations.

I also pull back the curtain on our upcoming State of Social Care Report 2026—why we skipped 2025, what’s changed, and how the best brands are using social care to close the experience gap.

🔗 Mentioned in This Episode:

1. Rate the Show: ratethispodcast.com/smcx

👉 If this episode shifted your thinking about CX, social media, or brand trust, please subscribe, share it, and leave a review at the link above!

After one of the hardest years in business and life, I’m evolving the Social Media CX Podcast into something more real, more human, and more useful.

In this episode, I open up about what 2025 taught me, why I’m stepping away from polished content, and what’s coming next for the show.

You’ll hear about the mess, the lessons, and the behind-the-scenes truths we usually keep hidden.

We’re closing the door on one version of the podcast… so we can build a braver one together.

Mentioned in this Episode:

1. Learn more about B Squared Media

Automation is efficient. AI is fast. But if your tone sounds like a bot, you’re missing the real opportunity: connection.

In this episode, I’m sharing The Humanization Reset. It’s a 5-step framework to make your brand sound more like a person (yes, even when using macros, templates, and AI tools). You’ll learn how to:

1. Lead with empathy instead of instructions
2. Mirror energy like a human, not a system
3. Add just the right amount of brand personality
4. Close conversations in a way that builds trust
5. Use the “Read It Out Loud” Rule to pass the human check

Plus, I’m sharing real before-and-after examples and an action step that will majorly shift how your brand sounds online.

Mentioned in This Episode:

1. eBook: Social Media Customer Service for Beginners
2. Rate the podcast

In this episode, I’m walking you through how your social presence functions as a real-time trust scorecard. And how even small inconsistencies can quietly erode the credibility you’ve worked hard to build.

I introduce the internal framework we use at B Squared Media to evaluate trust at every layer of a brand’s social presence. We call it Signal Strength—and it focuses on the three categories of signals that matter most: visual, behavioral, and consistency.

You’ll also get a five-point audit you can run today to check how your brand is showing up. Not just what you’re saying, but what your audience is actually seeing and feeling.

Mentioned in This Episode:

• Sign up for Social Care Weekly 
• How to Optimize Social Media Content for Better Customer CX 

If this episode challenged your thinking, leave a review → ratethispodcast.com/smcx 

It helps more social and CX leaders discover the show.

In this solo episode, I’m diving deep into what Joshua McGee and I only scratched the surface of: how content clarity and polish are forms of customer care. I walk you through a 5-point platform optimization audit you can run today—on LinkedIn, Instagram, and TikTok—that will instantly level up your posts and your CX.

We’re not just talking about engagement here. We’re talking about empathy, accessibility, and real alignment between your brand and your audience.

Plus, I share:

• The tools we use to format and optimize across platforms
• The #1 question I ask when auditing content
• A reminder that your audience feels your lack of intention

🔗 Mentioned In This Episode:

• Talk-Worthy Content (Free Course) 
• How to Optimize Social Media Content for Better Customer CX with Joshua McGee 
• Canva
• Descript

👀 Want to see how your content really performs?

Run the 5-point audit and let me know what you uncover. DM me or tag @bsquared.media with your biggest takeaway.

Subscribe, review, and share if this sparked something for you! And as always: Think Conversation, Not Campaign.™

In this episode, I’m joined by Joshua McGee, a social media strategist who treats content formatting and platform fit as key CX levers. We talk about how small visual details in your social media content can increase attention, trust, and engagement.

We cover:

• What most brands miss about content design
• How platform differences impact brand perception
• Why vertical video is essential, even on LinkedIn
• Joshua’s behind-the-scenes “burner account” strategy for testing
• The power of clean thumbnails, visible logos, and consistency across posts

This episode is for marketers and social media teams who want content that not only performs—but proves you care.

Mentioned In This Episode:

• Sprout Social’s Social Media Size Guide
• Rev.com
• Joshua on LinkedIn
• Joshua on Instagram
• Tell Me Why with Josh & Ciara
• LinkedIn Learning: Mastering Social Media Customer Care

📞 Ready to rethink your social care? Book a brainstorm → https://bsquared.media/contact 

In this episode, I’ll break down how simple “thank you” moments can be measured, scaled, and turned into real revenue-driving touchpoints in your social care strategy. You’ll also learn how AI can support gratitude without sounding robotic (yes, really!).

In this episode:

• Why engagement is gratitude—and how it fuels loyalty
• 3 tactical ways to operationalize gratitude without a huge budget
• What brands like Chewy, Zappos, and JetBlue teach us about thank yous
• How to use AI to make gratitude more human, not less
• My favorite client example using a “gratitude database”

🎁 Your CX Challenge This Week:

Say thank you to a customer, colleague, and community member—then track what happens. Gratitude builds trust and trust builds retention.

Mentioned in This Episode:

• Brooke Sellas’ book → Conversations That Connect
• Convince & Convert → How 56% of Loyal Customers Are Born

We’ll talk about:

• Why your customers are already writing your next campaign brief
• A simple framework to turn insights into impact
• How a healthcare client turned competitor complaints into a breakthrough campaign
• Why AI struggles with tone (and how to prompt it better)

Plus, I’ll give you three prompts you can take straight to your listening dashboard or AI tools.

🎧 Mentioned in this episode:

• Download the Social Listening Workbook (free!)
• Love the show? Drop a quick review: ratethispodcast.com/smcx

🧠 Remember: Listening gives you the truth, but storytelling gives it traction.

Here’s the deal: Most brands think they’re doing social listening, but they’re really just monitoring mentions. That’s a missed opportunity

In this episode, I break down:

• The difference between social monitoring vs. real listening
• Why you need to combine quantitative + qualitative data (and how to do it)
• How to implement the BIC Framework
• Tools to help (yes, I name names)
• How to steal your competitors’ thunder and turn complaints into conversions

Plus, I’m sharing a sneak peek of my upcoming webinar with Agorapulse where we’ll show you how to uncover buying signals in competitor feedback. (It’s free—grab your spot below!)

Mentioned in This Episode

• [Free Webinar] Steal Their Thunder
• Agorapulse
• Sprout Social
• Sprinklr

Paige, Manager of Cultural Intelligence & Trends, takes us behind the scenes of how Hershey's evolved from reactive social care to a full-blown cultural listening machine. We talk about:

• The actual ROI of social listening
• How AI tools like Quid and Viral Moment uncover hidden trends
• Turning TikTok videos and Instagram DMs into campaign strategy
• The Reese’s + Oreo story that proves consumers are co-creators

Whether you're deep in CX or still getting buy-in for better customer care, this episode will have you rethinking how your brand listens.

🎯 Want to uplevel your social customer care? Check out my LinkedIn Learning course: bit.ly/B2LICare 

Mentioned in this Episode:

• Connect with Paige on LinkedIn
• LinkedIn Learning Course: Mastering Social Media Customer Care
• Quid social listening platform
• ViralMoment video AI tool

In this Halloween-inspired episode, I’m showing up as Brooke the Jellyfish (because when CX gets dark, we glow ✨), and sharing the spooky truth about what happens when employee advocacy goes sideways.

We’re diving into real-life horror stories:

👻 A rogue LinkedIn post that accidentally politicizes a brand

🧟‍♂️ Over-scripted employees who become zombie megaphones

📸 An Instagram post that leaked private customer data

🪦 A new advocacy program that flopped right out of the gate

But don’t worry, I’m not here just to scare you — I’m handing over your survival kit:

✔️ Guardrails that protect without controlling

✔️ Motivation methods that actually get employees engaged

✔️ Training tips to help your team post safely

✔️ Why choice is the most powerful tool of all

If your advocacy program feels like it’s dead on arrival… let’s bring it back to life. 💥

💡 Mentioned in This Episode:

• Want a speaker who stays after the applause? Book me to speak at your next event

🔁 Next Steps:

👉 DM me your scariest employee advocacy story

👉 Subscribe + leave a review if this episode made you think

👉 Share this episode with your CX or HR team — they need to hear this!

Until next time,

Think conversation, not campaign.™

In this episode, we’re flipping the script on employee advocacy. It’s not just about amplifying brand content anymore — it’s about building community.

I’ll share how your employees can become trusted community hosts, not just megaphones, and why that shift from “share” to “shape” is where the magic happens.

We’ll dive into:

• Tactical ways to spark real conversations (not just reposts)
• How to protect and empower employees as advocates
• A client story that proves behind-the-scenes wins get the biggest engagement
• What employee-led CX actually looks like in practice

Plus — I’ve got a hard truth: while you’re focused on content, your competitors are converting conversations. I’ll show you how our Social Care Audit uncovers those missed opportunities and turns them into ROI.

🎯 Want to see where you’re leaving money on the table?

➡️ Schedule your Social Care Audit

In this episode, I break down the real metrics that move the needle on employee advocacy. 

We're done counting clicks and calling it a win. I’m showing you exactly what to measure, how to tell a compelling story with your data, and the dashboard metrics your executive team actually wants to see.

Plus, I share a simple way to test advocacy’s true impact and get more budget and buy-in for your program.

👇 Ready to turn engagement into revenue?

Book your spot in our Care Squared Training Program → https://bsquared.media/services/care-squared-training-program/

Let’s fix that.

In this episode of the Social Media CX Podcast, I’m breaking down why canned captions kill trust and how you can unlock real employee voices to build credibility, connection, and conversions.

We’ll cover:

• The difference between amplification and authentic advocacy
• Why copy/paste posts don’t cut it anymore
• My favorite framework for empowering employees without overwhelming them
• How to use trust data to change the way you amplify wins
• Tactical tools like content hubs, storytelling workshops, and social proof that actually works

💬 Whether you manage social care or CX, this one’s for you if you’re ready to let go of control and start building real trust through real voices.

🔥 Mentioned in this episode:

• Conversations That Connect – My book on turning social listening into real CX results

In this episode, I’m joined by Rashad Alaiyan, a social strategist who’s helped brands like IBM, Salesforce, and Audi build trust by putting their people front and center. 

When IBM Watson Health rebranded to Merative, Rashad helped the team lean into employee stories that showed the humans behind the brand in a way that felt real—not performative.

The results? Higher engagement, stronger morale, and more connection.

We talk about:

• How to bring employee advocacy into your brand’s content (without it feeling forced)
• What Rashad tracked to show real impact beyond just likes
• The ripple effects this kind of strategy has on trust, culture, and retention

This is the kind of conversation that makes you rethink what social media can be and how it can fuel more than just clicks.

🔗 Mentioned In This Episode:

• Connect with Rashad on LinkedIn
• Follow Rashad on TikTok
• Brooke Sellas’ book: Conversations That Connect

Want to build a brand people believe in? Start with the people inside it.

In this episode, I break down why clarity, not content, is what builds real loyalty on social media. I’ll walk you through three simple ways to create a clearer, more consistent care experience across your social channels.

You’ll also hear how our clients are turning faster response times and tone training into 20-40% revenue lifts.

You’ll learn:

• How we helped a brand go from 20-hour response times to under 10 minutes
• The 3-step clarity formula I use with every client
• Why care isn’t just for complaints—it’s a conversion tool

Mentioned in This Episode

• Listen to Ep. 36 with Phil Treagus on The EMPATH Framework

🎯 Want to know what’s hiding in your own DMs? 

Our Social Care Audit reveals blind spots, buyer intent, and real-time sales opportunities you’re probably missing. 👉 Get your audit here

In this solo episode, I break down how emotional intelligence and human-first interactions translate into measurable growth. From reducing churn to capturing buying intent in your DMs, this is the business case for making empathy a frontline metric.

You’ll hear about:

• Why response time + tone = your secret retention strategy
• What real empathy looks like (hint: it's not "we're sorry for the inconvenience")
• KPIs that prove caring actually converts
• How to reframe empathy for your CFO, not just your team
• Our “bar tab” method for empowering agents with autonomy

If you’ve ever struggled to explain why your social care team matters—or why empathy belongs in the boardroom—this is the language you’ve been looking for.

🔗 Mentioned in This Episode:

• Book a Social Care Audit
• EMPATH Framework: Listen to Ep. 36 with Phil Treagus

In this episode of the Social Media CX Podcast, I’m building on the framework Phil Treagus introduced last week and showing how we can bring those ideas to life in your social care strategy. From emotional insight to pattern recognition to cross-functional feedback loops, I’m sharing real-world ways we apply this approach at B Squared Media.

You’ll learn:

• Why personas fail to reflect true customer needs
• How to gather emotional clarity using AI + social listening
• How to tag conversations to surface pre-purchase intent
• How agent feedback becomes a secret source of CX gold
• How to build and maintain a Human Understanding Map

Whether you're trying to boost loyalty, prove ROI, or just elevate how your brand shows up on social, this episode delivers the clarity you need.

👉 Mentioned in This Episode:

• Listen to Ep. 35 with Phil Treagus: [Insert Link to Episode 35]
• Care Squared Training: https://bsquared.media/care 

Let me know which part of EMPATH you’re already using (or struggling with). DM me or drop a comment on LinkedIn. Let’s compare notes!

Ready to future-proof your social care strategy? Let’s talk it out: https://bsquared.media/contact 

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 resources
• Phil’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.

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 point
• How to build a response matrix that sets the tone
• Tools 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 messages
• Visit brookesellas.com for speaking inquiries + CX insights

👉 Book a brainstorm and let’s talk about turning your DMs into dollars: https://bsquared.media/contact 

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 use
• Why responsiveness is your brand’s new reputation
• Ways to tag, segment, and personalize replies using tools like Agorapulse
• How to connect the dots from comments to conversions
• Why 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 Content
• Inside King Arthur Baking's Customer Experience with Ben Rapson
• Agorapulse social media tool

👉 Want help building your own scalable engagement system? Book a brainstorm with me and let’s future-proof your social CX.

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 authenticity
• Create low-barrier prompts your audience loves
• Celebrate progress instead of perfection
• Track 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

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 Instagram
• King Arthur Baker’s Hotline 
• Recipe of the Year: Big & Bubbly Focaccia 

Social Tools Mentioned: Sprout Social and Hootsuite

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 

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 risk
• The exact mini-framework we use at B Squared to keep brands covered 18/7
• A 10-minute audit to expose your coverage cracks
• How 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.

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.

I share how empathy and structure together unlock scalable social care—including a story from my twenties (yes, there’s beer involved) and how we helped Brother International cut response time by 3,791%.

You’ll also hear the Three E’s that drive connection and results:

1. Embed empathy in your workflows
2. Enable empowerment on your frontlines
3. Evaluate consistency monthly

🔗 Mentioned In This Episode:

• Listen to Jill’s full interview
• Read the Brother case study
• Subscribe to Lost to Loyal for weekly CX truth bombs

This conversation is packed with truth bombs about empathy, internal alignment, and how one fireworks-worthy moment completely shifted the way BCU shows up for its members. Jill shares what it took to get leadership buy-in, the surprising results of authentic social listening, and why member experience can’t be a siloed metric. It’s everyone’s job.

If you're in marketing, service, or CX leadership, this episode will reframe the way you think about connection over communication.

Mentioned in This Episode:

• My book: Conversations That Connect

Learn how B Squared helps brands like BCU reduce response times by up to 3,791% and turn social messages into retention and revenue wins. 

👉 Book a Care Consult: https://bsquared.media/

In this Care Chat, I’m answering 5 of the most common questions I get about how to build emotional payoff into your social care strategy. We’re talking personalization beyond first names, human-sounding auto-replies, and listening for feelings—not just complaints.

If you’ve ever wondered how to make social CX unforgettable, this one’s for you.

🎯 Want to dive deeper into human-led, AI-powered social care? Take my LinkedIn Learning course.

🔗 Mentioned in This Episode:

• LinkedIn Learning Course: Mastering Social Media Customer Care

💬 Got a question or a hot take on social care? Drop it in the comments or DM me on LinkedIn to be featured in a future Care Chat!

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 last five posts for resonance, not just reach.

🔗 Mentioned in This Episode:

• Christina's Book (pre-order): Transforming Customer-Brand Relationships
• My new LinkedIn Learning course: Mastering Social Media Customer Care → https://bit.ly/B2LICare

If you’re ready to stop collecting followers like baseball cards and start creating real customer connection, this episode is for you.

🛠 Want to future-proof your brand’s social strategy? Let’s talk it out.

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 sounds like a bot in the DMs, it’s time to change that.

We talk about:

• Why customers confuse being seen with being sold to
• The myth of loyalty and why it isn’t earned through discounts
• The role of community and social teams as your brand’s emotional frontline
• Real-world examples from Toast and HeyOrca that prove small moments = big impact

If you're tired of measuring success in vanity metrics or feeling like your CX work goes unnoticed, this is the wake-up call you’ve been waiting for.

🔗 Mentioned in This Episode:

• My book: Conversations That Connect
• Christina's Book (pre-order): Transforming Customer-Brand Relationships

🎯I teach the A Cubed method and the metrics to prove it inside Conversations That Connect. Grab your copy at B Squared Media or Amazon!

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 to
• The myth of loyalty and why it isn’t earned through discounts
• The role of community and social teams as your brand’s emotional frontline
• Real-world examples from Toast and HeyOrca that prove small moments = big impact

If you're tired of measuring success in vanity metrics or feeling like your CX work goes unnoticed, this is the wake-up call you’ve been waiting for.

🔗 Mentioned in This Episode:

• Christina's Book (pre-order): Transforming Customer-Brand Relationships
• Toast’s "It’s the Little Things" Campaign: Surprising The Puddery or Amici Chicago
• Connect with Christina Garnett on Linkedin

🎯 Get the Mastering Social Media CX Course for 60% off — use code SCX at checkout → https://bit.ly/SMCXcourse

• Deal with leadership fear of "being human" on social
• Turn internal wins into conversation starters
• Prove the ROI of behind-the-scenes and low-barrier content
• Pitch a content pilot without asking for permission to rebrand the whole thing

Whether you're in B2B tech, manufacturing, or any "boring" space (psst: you're not boring), this is your permission slip to stop the scroll with real stories.

👉 Want help making content that connects? Join my free course: Creating Conversational Content that Connects

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 2025, how to build a culture radar, and why your community doesn't care about polish — they care about presence.

If you're ready to ditch the cringe and create content that connects, this one's for you.

🧠 Inside this episode:

• The stats behind cultural relevance in 2025
• 3 tactical shifts to build cultural fluency
• Why “engagement” is not a vanity metric — it’s velocity
• What to post instead of trend templates
• Why your brand voice might need a glow-up

🗣️ Mentioned in this episode:

• Sprout Social 2025 Index
• Blog Post: What Is Social Media Engagement Velocity? (And Why You Should Care)

📬 Wanna turn casual connections into raving fans?

Join my Lost to Loyal newsletter — your monthly guide to mastering social media care and creating unforgettable customer experiences. I’ll send you actionable tips, proven strategy, and the latest trends straight to your inbox.

👉 Sign up here

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 care
• How labeling conversations as acquisition vs. retention changes everything
• Three systems every team needs to scale without sacrificing sanity
• Why “time to empathy” might be your most overlooked CX metric

If you’re tired of chasing comments, missing DMs, and watching your team burn out — this one's for you.

🎓 Ready to future-proof your social care strategy? Get 60% off the online course Mastering Social Media Customer Care using the code SMCX at checkout.

Mentioned in This Episode: 

• Sprout Social Index 2025
• Learn more about Sprout Social
• Blog Post: How to Analyze Buying Intent from Social Media Engagement

What’s Inside: 

[00:00] White-Glove Social Care is not just about speed or empathy — it’s both

[01:57] Why white-glove doesn’t mean luxury anymore

[03:04]  A system you can use to scale (without zapping your team)

[03:27]  Step One: Label all of your social media conversations

[04:23]  Step Two: Build out escalation workflows.

[05:14] Step Three: Create a Smart Schedule

[05:49] Ad: 60% off Mastering Social Media Customer Care Online Course

[06:34] Why tone-matching and empathy training matter more than ever

[07:53] Engagement isn’t a vanity metric — strategy is the issue

[09:25] Rapid fire: what to stop, start, and rethink in 2025

[10:10] Final word: Your brand shouldn’t just be seen, it should be felt

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 social
• The difference between community management and true social listening
• How overproduction is killing ROI (and what to do instead)
• What “white glove social care at scale” actually looks like
• How brands are leaving revenue on the table by ignoring care data

If you’re still measuring followers and hoping for viral wins, this one’s a wake-up call. And if you're ready to stop guessing and start connecting, don’t miss this convo.

👉 Join my Lost to Loyal newsletter to get more CX and social media strategy insights like this every month.

Resources Mentioned:

Content Jam: https://www.contentjam.com/

2025 Sprout Social Index: https://sproutsocial.com/insights/index/

Connect with Steph Hermanson on LinkedIn: https://www.linkedin.com/in/stephanienissen/

If you've ever wished you could pull a strategist aside and ask your burning social media question, this episode is for you.

🎧 Listen in for:

- How to engage dual audiences (B2B2C) with purpose

- Using AI to decode your engagement data

- Creative ways to drive loyalty and fun for local businesses

- Brooke’s philosophy on comments, replies, and ROI

👩‍💼Ready to bring this kind of clarity and candor to your next event? Book Brooke to speak: https://brookesellas.com

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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 social media strategist Kayla Perlstein to get real about what it takes to build authentic, results-driven engagement strategies on social media.

Together, they cover the critical questions every brand should be asking: Are you engaging with purpose? Do you know who your audience really is? And are you setting yourself up for success by aligning engagement with your business goals?

In this no-fluff conversation, Brooke and Kayla break down how social media engagement is about relationships, not reactions and why knowing your audience is the first (and most important) step. They also discuss the difference between proactive and reactive engagement, handling negative comments the right way, and why follower count means nothing if it doesn't support your bottom line.

What You'll Learn:

• Why engagement is more than responding to comments (and how to do it right)
• How to balance proactive vs. reactive engagement
• Why follower count isn't a KPI that matters (and what to track instead)
• How to align your social strategy with real business goals
• The role of consistency and time in driving engagement success
• Why knowing your target audience is essential before posting content
• How to tailor content and tone for different platforms and audiences

This episode is your reality check: Know your audience first, THEN engage.

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If you’re a one-person marketing team, juggling customer care, social engagement, and strategic planning—you are not alone. In this empowering episode of The Social Media CX Podcast, Brooke Sellas shows you how small but mighty teams (yes, even a team of one!) can operate like a social media SWAT team.

Brooke walks through real-world strategies that don’t require big budgets or fancy tools—just a smart system and a heart for service. From setting up a mini command center with a spreadsheet to writing tone-perfect responses and proving your CX value with simple metrics, this episode is your permission slip to drop the overwhelm and build a social response strategy that works.

Whether you’re solo, scrappy, or just starting out, this episode will help you:

• Prioritize care tasks using urgency, not chaos
• Set up a low-cost social care system that actually works
• Write customer responses that sound human, not robotic
• Track metrics like response time and sentiment shifts to prove your value
• Use automation and autoresponders the right way (without sounding cold)
• Collect proof points for your own SWAT brag file

You don’t need a command center to make customers feel heard. You just need the right strategy—and this episode delivers it.

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 can get

🧠 How ZoomInfo uses subject matter experts to deliver personal, real-time responses

📊 The 5-step framework for building a smart, scalable social response system

📢 When to respond publicly vs. privately—and what to say

🚩 What not to do: the three biggest brand-killing mistakes we still see

💡 Why how you respond defines your brand more than the comment itself

🎧 Subscribe & Review:

If this episode helped shift your mindset, leave a review or share it with someone who needs to stop hitting “delete" on those negative comments.

What's Inside:

[00:00] The Case for Negative Comments as a CX Opportunity

[02:07] Why Voice of Customer Data Starts in the Comments Section

[02:51] Inside ZoomInfo’s Social Media SWAT Team: A Smart Response Model

[04:37] Building a Smart Response System in 5 Steps

[06:53]   [AD] Are you ready to master social media customer experience?

[07:40] What Not to Do: Deleting, Ghosting, and Copy/Paste Fails

Want to Learn More?

 Are you ready to master social media customer experience? My online course, Mastering Social Media CX, gives you a step-by-step blueprint to turn conversations into conversions. And just for you, my podcast listeners, you get an exclusive 60% off. Yeah, 60%. All you have to do is use the code SMCX as in social media customer experience at checkout.

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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 Social and Content at ZoomInfo, about how their Social Media SWAT Team is redefining CX. We unpack how they structured it, why they created it, what KPIs they track, and how they balance reactive support with proactive listening.

What You’ll Learn in This Episode:

🚨 Why ZoomInfo built a 100+ person cross-functional “SWAT Team” for social media

📉 How they reduced negative sentiment and competitor grabs on social

📣 What KPIs they track (and report to leadership) to measure CX success

🧠 How they manage complex issues across teams like privacy, legal, and sales

🔍 The tools and tactics they use for social listening—even when APIs don’t cooperate

🧰 What to avoid when building your own team—especially when it comes to trolls

🎉 Why celebrating positive mentions is just as important as managing complaints

📈 How their system proactively informs product, packaging, and customer strategy

This episode is a must-listen for any brand looking to level up their social care and CX strategy with smart structure, clear metrics, and real human connection.

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 algorithm.

What You’ll Learn in This Episode:

✅ How to personalize your brand’s responses without sounding robotic

💡 The neuroscience behind tone matching and “digital body language”

📣 Why proactive commenting works—and how to do it without hijacking conversations

🔍 The difference between helpful visibility vs. promotional noise

🧠 Real examples of brands that get it right (and what to avoid if you’re not Duolingo)

If you’re looking to actually connect through social CX, this episode is packed with practical tips to help your brand feel more human online.

Resources

Are you ready to master social media customer experience? My online course, mastering Social Media CX gives you a step-by-step blueprint to turn conversations into conversions. And just for you, my podcast listeners, you get an exclusive 60% off when you use the code  SMCX at checkout.

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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) tools out there. But done wrong, it’s just another spammy marketing tactic.

In this episode of The Social Media CX Podcast, I break down exactly how to use SMS to improve customer care, enhance engagement, and strengthen brand trust—without being annoying. Plus, I share real-life examples of brands leveraging SMS for social CX to boost customer satisfaction and build lasting relationships.

What You’ll Learn in This Episode:

📩 Why SMS beats email for customer engagement (Hint: 98% open rates!)

⚡ 3 powerful ways to use SMS for customer care without feeling intrusive

🔑 How to make SMS feel personal (not creepy!)

🚀 Real-world case studies of brands using SMS to drive loyalty & retention

❌ The biggest SMS mistakes that get brands blocked—and how to avoid them

If you’re not using SMS in your social CX strategy, you’re leaving money (and customer trust) on the table. Tune in now for actionable insights you can implement today!

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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 Social Media CX Podcast, I share the 3-step automation strategy that allows small businesses to streamline customer care without losing the personal touch. Learn how to automate FAQs, prioritize responses, and maintain authentic human engagement while improving response times and boosting efficiency.

What You’ll Learn in This Episode:

🔹 How to automate CX without losing authenticity

🤖 The best tasks to automate for efficiency while keeping real connections

📊 How to measure success & tweak your automation for better results

🚀 Real-world strategies for leveraging chatbots, AI, and auto-tagging

⚡ The biggest CX automation mistakes (and how to avoid them)

If you're a small team looking to scale your CX and social media care, this episode is packed with actionable insights!

—----

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 connection that builds trust and loyalty.

In this episode of The Social Media CX Podcast, I sit down with Lindsay Tramel-Jones, founder of Fierceified Creative & Consulting, to talk about how small businesses can leverage AI and automation effectively—without making customers feel like they’re talking to a robot. We dive into real-world examples of brands using automation for customer care, including how one business used SMS automation to enhance the customer experience and boost efficiency.

What You’ll Learn in This Episode:

🤖 How to use AI for CX without sacrificing authenticity

💡 The 3 key criteria for choosing AI tools for small businesses

📢 Why transparency matters—your customers should know when they’re talking to a bot

🚀 How one business used SMS automation to improve customer service without losing the personal touch

🔑 The biggest automation pitfalls to avoid

If you're wondering how to balance AI efficiency with human connection, this episode is packed with actionable insights!

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Social media isn’t just a marketing tool—it’s a trust-building powerhouse. But too many brands treat it as a one-way street instead of a conversation-driven experience.

In this Care Chat episode of The Social Media CX Podcast, I answer listener questions about how brands can strengthen customer connections and build trust through social. From responding to every comment like a human to creating seamless, omnichannel experiences, I break down the five key steps to making social a customer loyalty engine.

What You’ll Learn in This Episode:

✅ The #1 mistake brands make that weakens customer relationships

💡 How responding within one hour increases trust & advocacy

🎯 Why social CX should feel like a handshake, not a megaphone

📢 The power of proactive care & how it transforms brand loyalty

🔥 How to show, not just tell, your brand’s commitment to customer experience

If you want stronger connections, better engagement, and a social strategy that actually builds trust, this episode is for you!

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What if losing followers on social media was actually a good thing? Too many brands focus on vanity metrics when they should be prioritizing real engagement and customer experience (CX).

In this episode of The Social Media CX Podcast, I break down why a smaller, more engaged audience is better than a massive, uninterested one. I share a real client case study where refining their audience led to a 42% engagement boost, plus my framework for building an intentional, engaged community that converts.

What You’ll Learn in This Episode:

✅ Why losing followers can actually improve your social strategy

📊 How engagement skyrockets when you focus on the right audience

🎯 The conversation-first approach that turns followers into customers

🔥 Why small, passionate communities drive higher conversions

If you're ready to ditch the follower obsession and build a customer-focused social strategy, this episode is for you!

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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 disruption—should be your priority on social. I’ll walk you through a real-world case study of a brand struggling with engagement and introduce my 3E Method for Engagement-Driven Social Media—a simple, three-step framework to help you stop interrupting and start connecting with your audience.

What You’ll Learn:

🔍 Why social media strategies fail when they focus on disruption

📢 The #1 shift brands need to make to increase engagement

💡 The 3E Method—Explore, Engage, Encourage—for driving real conversations

🎯 How to proactively join and spark meaningful discussions

If you want your social media strategy to work in 2025 and beyond, this episode is a must-listen. Plus, I’m giving you homework to help you take action right away.

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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 strategies, they risk losing customers with every click.

In this episode, I sit down with Joshua St. Aubin, Director of Digital at Organic Valley, to talk about why brands need to move beyond surface-level gestures and take CX seriously. We cover everything from how to create a seamless ad-to-site experience to why hyper-targeted audience engagement is the key to social success. Josh shares real-world strategies that can help turn social into a loyalty and revenue powerhouse.

Here’s what you’ll learn in this episode:

🚀 Why social media is closer to the consumer than most brands realize

🔍 The #1 mistake brands make when driving traffic from social to their website

🎯 How smaller, segmented audiences can actually drive BIGGER engagement

🔥 Why engagement isn’t just a vanity metric—it’s the secret to success

If you want to create a better digital customer experience, this episode is for you. Tune in, take notes, and start transforming the way your brand connects with customers online!

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If your brand has a strategy to either hide negative comments on social media (or worse delete them!). Then I would like to offer you a different strategy that will stop you from destroying trust with your customers and make your brand stronger.

In today’s care chat social media strategist, Sarah Scott, shares that her event clients often hide negative comments on their social media feeds and she wonders if there isn’t a better way to handle it that will build trust with their customers. She also asks about how to handle posts that mention her events but don’t directly tag them in the content.

We will explore practical, empathetic approaches to social media customer care, emphasizing the importance of addressing complaints constructively rather than hiding them. I provide actionable strategies for creating response templates, using social listening, and turning negative feedback into opportunities for brand improvement. 

With real-world insights and candid discussions, this episode is a must-listen for anyone looking to enhance their social media customer experience.

If you have a social media question that you would like to have answered in the podcast reach share your question with us!

[00:00] How to Navigate Negative Comments on Social Media

[03:15] Handling Online Complainers

[06:28] Empathy in Social Media Responses

[19:50] Join My Online Course for 60% Off

[20:47] Engaging with Untagged Feedback

[30:38] Actionable Takeaways and Conclusion

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The 30-3 Rule, which originated as a sales tool, is all about making a strong first impression and keeping the conversation dynamic and engaging. 

But here's a secret.  It's just as effective in social media customer care as it is in sales.  The 30-3 Rule is such a simple, yet effective way to rethink your social care strategy. And I’m breaking down how your teams can use it for social media customer care.

If you're managing social interactions, whether they're questions, complaints, or even compliments, applying the 30-3 rule can transform how you connect with your audience. And the best part? No one is doing this - so it will make your brand standout! 

[00:26] Introducing the 30-3 Rule

[02:08] Bart Berkey on the 30 - 3 Rule

[02:50] Nailing the First 30 Seconds

[05:22] Engaging Every Three Minutes

[06:36] Delivering the Unexpected

[08:16] Why the 30-3 Rule Works

[09:46] Conclusion and Final Thoughts

Resources

Jay Baer’s Report - Time to Win https://www.thetimetowin.com/

Brooke Sellas- Conversations that Connect https://bsquared.media/conversations-that-connect-book/

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We've all been there as social care agents or social media managers; a frustrated customer sends a heated tweet, or a DM, or a post with a really long complaint. And the knee jerk reaction might be to say, we're so sorry, or to jump straight to the solution.

But here's the thing, those responses, while well-meaning, can sometimes miss the mark. 

This happens because not every situation requires an apology. And not every grievance can, or should, be solved in a one-size-fits-all way. That's where Tell Me More is such a power move. 

It's more than three words. It's an invitation for your customer to feel heard, to feel validated, and to feel understood. 

Today I’m giving you a three-part framework using, 'tell me more’ for your social care strategy

[00:00] Why 'Tell Me More' Is the Ultimate Social Care Power Move 

[00:31] The Power of 'Tell Me More'

[02:56] "Tell Me More" Starts the Conversation with Empathy

[03:56] "Tell Me More" Gathers Critical Context

[05:05] 'Tell Me More' is a De-escalation Tool

[05:46] Implementing 'Tell Me More' in Your Strategy

Want more help with what to say our scripts are sure to assist your Customer Care & Community Care efforts quell fears and reduce anxiety. Use this copy & paste verbiage to help with your next difficult customer interaction.

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In my inaugural episode of the Social Media CX podcast we are diving deep into the topic of creating luxury customer experiences…..online!

Today's guest, Bart Berkey, is an expert at creating memorable moments with a career that includes transforming customer experiences for over 20 years at none other than the Ritz Carlton.

Our discussion dives deep into defining the essence of unforgettable luxury customer experiences.  Is it the seamless service, the personal touches, or the way it makes you feel truly valued?  And at the heart we answer the question, How can we capture that same magic on social media?

Bart understands luxury CX like few others and he is here to show us how the principles behind luxury customer care can be applied to the digital world. 

If you've ever wondered how to elevate your digital customer experience to a luxury level, this episode is for you.

[00:00] What Defines an Unforgettable Luxury Customer Experience

[03:06] What joining the Ritz Carlton taught Bart about being authentic

[07:01] The Importance of Authenticity

[10:32] Luxury Customer Service Defined

[15:07] Translating Luxury Service to Social Media CX

[22:04] Elevate How You Handle Customer Complaints on Social Media

[29:22] Final Thoughts and Takeaways

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Where social media meets customer experience!

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.