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.
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.
Someone complains about a suspicious charge on your brand’s social media page. Before your team responds, a fake support account steps in, using your logo and offering to help.
What happens when scammers answer your customers before you do?
In this Halloween-themed episode of Social Media CX, Brooke Sellas explores how social media impersonator scams exploit frustrated customers and why financial services brands are particularly vulnerable.
From the infamous Eli Lilly Twitter impersonation to fake customer support accounts hiding in public comment threads, Brooke reveals why slow social media response times aren’t just a customer experience problem. They can also create opportunities for fraud.
In this episode, you’ll learn:
- How scammers use public customer complaints to identify potential victims
- Why billing disputes, suspected fraud, and account access issues need their own response-time priorities
- How to recognize fake customer support accounts
- Four practical ways to protect customers and strengthen your social care processes
- A 15-minute check to uncover potential impersonators in your comment sections
Could scammers be finding gaps in your social care program before your team does?
Start with Brooke’s 15-minute impersonation check. Then, if you want a deeper look at your response times, coverage gaps, escalation paths, and potential risks, explore theB Squared Media Social Care Audit.
Mentioned in this episode:
Disclaimer
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