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.
At Social Media Marketing World, the most valuable conversations don’t always happen on stage.
In this special replay episode, Brooke Sellas shares real, unfiltered hallway conversations recorded immediately after her session at Social Media Marketing World 2025.
From navigating B2B2C audience challenges to rethinking engagement metrics, sparking real conversation on social, and deciding how (and when) to respond to comments, this episode captures what social media strategy looks like in practice, not theory.
If you’ve ever struggled to get people to engage, measure what matters, or prove the value of social care, this is a behind-the-scenes look at how those problems actually get solved.
In this episode:
- How to approach content when you’re speaking to multiple audiences
- Why people aren’t engaging with your posts—and what to change
- What “conversational content” actually looks like in practice
- How to think about engagement rate (and why there’s no perfect formula)
- Why your campaigns might be too big, too soon
- How to use polls and simple prompts to build momentum
Mentioned In This Episode:
Disclaimer
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