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.
Most companies don’t discover customer churn until it’s already too late. By the time a customer cancels, they’ve often spent weeks or months signaling frustration through questions, complaints, and unresolved issues.
In this episode, Brooke Sellas explores the “R” in the CARE Framework: Retention and shares the story of BCU, where an unanswered complaint over a holiday weekend revealed how quickly trust can erode when customers feel ignored.
The lesson goes far beyond customer service.
Customer complaints are often early warning signals of churn. When organizations learn how to identify and act on those signals, social media becomes more than a support channel. It becomes a retention engine that protects revenue, strengthens loyalty, and preserves customer lifetime value.
The companies that retain more customers aren’t waiting for churn reports. They’re identifying risk before customers leave.
In This Episode:
- Why complaints are often early warning signs of churn
- The BCU story and the hidden cost of silence
- What retention tagging is and why it matters
- How social media helps identify customer risk earlier
- Why retention is a revenue conversation
- How social care protects customer lifetime value
Get the CARE Blueprint:
Want to learn how to identify retention risks, uncover customer insights, and connect social care to business outcomes?
Check out the CARE Blueprint Course:
https://courses.bsquared.media/courses/CARE
Use code SMCX for 50% off at checkout.
Connect with Brooke
Website: https://bsquared.media
LinkedIn: https://www.linkedin.com/in/brookebsellas
Instagram: https://www.instagram.com/brookesellas
Disclaimer
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