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.
Promoters love you. Detractors have a problem. But the sevens and eights in the middle often get left out of the conversation—even though their feedback may tell you exactly what’s keeping them from becoming loyal advocates.
In this episode, Brooke Sellas talks with Chris Boivin about why those neutral responses deserve more attention, what the comments behind the score can reveal, and why asking why someone chose a seven or eight may be more useful than simply tracking the number.
They also explore how social media sentiment can help fill the gaps between NPS surveys and how AI can help teams identify patterns across the customer feedback they’re already collecting.
We Talk About:
- Why your NPS sevens and eights deserve more attention
- What the comments behind the score can tell you that the number can’t
- Why “neutral” doesn’t mean negative—or unimportant
- How social media sentiment can fill the gaps between NPS surveys
- How to connect themes across NPS and social feedback
- How AI can help teams identify patterns in customer feedback
Keep Going With Social Care Weekly
NPS gives you one snapshot of what customers are thinking. Social care gives you signals every day.
If this episode has you thinking differently about the customer insights hiding in your data, subscribe to Social Care Weekly. Each week, Brooke shares one social care story, one tactic you can use in 15 minutes, one piece of data to back it up, and one move to bring to your leadership team.
Subscribe to Social Care Weekly →https://bsquared.media/newsletter/
Mentioned in This Episode:
Chris Boivin on LinkedIn:https://www.linkedin.com/in/chrisboivin/
Dovetail:https://dovetail.com/
The A Player by Rick Crossland:https://www.amazon.com/dp/1630479926
Disclaimer
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