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.
Your website isn’t the only thing AI reads before it decides what to say about your brand. Your Yelp reviews are. So is that unanswered DM from three weeks ago.
Katie Artz spent 90 days optimizing her own company’s website, testing every AI visibility best practice on herself before she sold a single client on it. The thing that actually got her cited by AI? Not the website. Her personal LinkedIn, a mention on Reddit, and third-party coverage.
In this episode, Brooke talks with Katie, founder and CEO of No Fluff, about how AI builds a “trust graph” for your brand from reviews, social conversations, third-party sources, and the rest of your digital footprint. They explore why the questions and complaints your social care team handles every day are becoming strategic intelligence — and what leaders should do with that information instead of letting it stay inside the social team.
We Talk About:
- Why AI reads your entire digital footprint
- Why Katie’s company got cited by AI — and why it wasn’t her website
- What happens to brands that don’t respond to complaints or reviews
- How to turn one customer response into three places AI can find it
- A 5-minute test you can run right now to see what AI already thinks about your brand
Want to know what AI is already saying about your brand?
Katie’s five-minute test is a great place to start. But if you want to understand how your brand actually shows up across AI search, where competitors are being recommended instead, and what you can do to improve your visibility, the AI Visibility Benchmark™ goes deeper.
No Fluff benchmarks your brand across the questions buyers are actually asking and gives you a roadmap for improving how your company shows up in AI-generated answers.
See where your brand stands with the AI Visibility Benchmark™:https://nofluffmktg.com/ai-visibility-benchmark/
Disclaimer
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