Social Media CX Podcast
Social Media CX Podcast
Podcast Description
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.
Podcast Insights
Content Themes
This podcast focuses on key themes such as customer experience (CX), social media strategies, and digital customer interactions. Episodes dive into specific topics like navigating negative comments on social media, aligning social media with CX strategies, and mastering the art of engagement through concepts like the 30-3 rule. Examples like the discussion with Joshua St. Aubin on enhancing digital customer experiences or Bart Berkey's luxury customer care insights illustrate the podcast's commitment to practical applications.
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.
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.
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Disclaimer
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