Social Media CX Podcast – Détails, épisodes et analyse

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Where social media meets customer experience!

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.

 Want to turn casual connections into raving fans? My Lost to Loyal Newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month I'll send you actionable tips, proven strategies, and the latest trends straight to your inbox. Don't just guess, know what works. Sign up now at bsquared.media/newsletter and let's build loyalty together.

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The 30-3 Rule, which originated as a sales tool, is all about making a strong first impression and keeping the conversation dynamic and engaging. 

But here's a secret.  It's just as effective in social media customer care as it is in sales.  The 30-3 Rule is such a simple, yet effective way to rethink your social care strategy. And I’m breaking down how your teams can use it for social media customer care.

If you're managing social interactions, whether they're questions, complaints, or even compliments, applying the 30-3 rule can transform how you connect with your audience. And the best part? No one is doing this - so it will make your brand standout! 

[00:26] Introducing the 30-3 Rule

[02:08] Bart Berkey on the 30 - 3 Rule

[02:50] Nailing the First 30 Seconds

[05:22] Engaging Every Three Minutes

[06:36] Delivering the Unexpected

[08:16] Why the 30-3 Rule Works

[09:46] Conclusion and Final Thoughts

Resources

Jay Baer’s Report - Time to Win https://www.thetimetowin.com/

Brooke Sellas- Conversations that Connect https://bsquared.media/conversations-that-connect-book/

 Want to turn casual connections into raving fans? My Lost to Loyal Newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month I'll send you actionable tips, proven strategies, and the latest trends straight to your inbox. Don't just guess, know what works. Sign up now at bsquared.media/newsletter and let's build loyalty together.

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We've all been there as social care agents or social media managers; a frustrated customer sends a heated tweet, or a DM, or a post with a really long complaint. And the knee jerk reaction might be to say, we're so sorry, or to jump straight to the solution.

But here's the thing, those responses, while well-meaning, can sometimes miss the mark. 

This happens because not every situation requires an apology. And not every grievance can, or should, be solved in a one-size-fits-all way. That's where Tell Me More is such a power move. 

It's more than three words. It's an invitation for your customer to feel heard, to feel validated, and to feel understood. 

Today I’m giving you a three-part framework using, 'tell me more’ for your social care strategy

[00:00] Why 'Tell Me More' Is the Ultimate Social Care Power Move 

[00:31] The Power of 'Tell Me More'

[02:56] "Tell Me More" Starts the Conversation with Empathy

[03:56] "Tell Me More" Gathers Critical Context

[05:05] 'Tell Me More' is a De-escalation Tool

[05:46] Implementing 'Tell Me More' in Your Strategy

Want more help with what to say our scripts are sure to assist your Customer Care & Community Care efforts quell fears and reduce anxiety. Use this copy & paste verbiage to help with your next difficult customer interaction.

 Want to turn casual connections into raving fans? My Lost to Loyal Newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month I'll send you actionable tips, proven strategies, and the latest trends straight to your inbox. Don't just guess, know what works. Sign up now at bsquared.media/newsletter and let's build loyalty together.

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In my inaugural episode of the Social Media CX podcast we are diving deep into the topic of creating luxury customer experiences…..online!

Today's guest, Bart Berkey, is an expert at creating memorable moments with a career that includes transforming customer experiences for over 20 years at none other than the Ritz Carlton.

Our discussion dives deep into defining the essence of unforgettable luxury customer experiences.  Is it the seamless service, the personal touches, or the way it makes you feel truly valued?  And at the heart we answer the question, How can we capture that same magic on social media?

Bart understands luxury CX like few others and he is here to show us how the principles behind luxury customer care can be applied to the digital world. 

If you've ever wondered how to elevate your digital customer experience to a luxury level, this episode is for you.

[00:00] What Defines an Unforgettable Luxury Customer Experience

[03:06] What joining the Ritz Carlton taught Bart about being authentic

[07:01] The Importance of Authenticity

[10:32] Luxury Customer Service Defined

[15:07] Translating Luxury Service to Social Media CX

[22:04] Elevate How You Handle Customer Complaints on Social Media

[29:22] Final Thoughts and Takeaways

Are you struggling to create content that actually connects with your audience on social media? I've got a free course that will change the way you approach content on your social channels forever. It's called Creating Conversational Content That Connects, and it's packed with proven strategies to turn boring posts into real conversations that drive engagement and build relationships.

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Social media isn’t just a marketing tool—it’s a trust-building powerhouse. But too many brands treat it as a one-way street instead of a conversation-driven experience.

In this Care Chat episode of The Social Media CX Podcast, I answer listener questions about how brands can strengthen customer connections and build trust through social. From responding to every comment like a human to creating seamless, omnichannel experiences, I break down the five key steps to making social a customer loyalty engine.

What You’ll Learn in This Episode:

✅ The #1 mistake brands make that weakens customer relationships

💡 How responding within one hour increases trust & advocacy

🎯 Why social CX should feel like a handshake, not a megaphone

📢 The power of proactive care & how it transforms brand loyalty

🔥 How to show, not just tell, your brand’s commitment to customer experience

If you want stronger connections, better engagement, and a social strategy that actually builds trust, this episode is for you!

Are you struggling to create content that actually connects with your audience on social media? I've got a free course that will change the way you approach content on your social channels forever. It's called Creating Conversational Content That Connects, and it's packed with proven strategies to turn boring posts into real conversations that drive engagement and build relationships.

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What if losing followers on social media was actually a good thing? Too many brands focus on vanity metrics when they should be prioritizing real engagement and customer experience (CX).

In this episode of The Social Media CX Podcast, I break down why a smaller, more engaged audience is better than a massive, uninterested one. I share a real client case study where refining their audience led to a 42% engagement boost, plus my framework for building an intentional, engaged community that converts.

What You’ll Learn in This Episode:

✅ Why losing followers can actually improve your social strategy

📊 How engagement skyrockets when you focus on the right audience

🎯 The conversation-first approach that turns followers into customers

🔥 Why small, passionate communities drive higher conversions

If you're ready to ditch the follower obsession and build a customer-focused social strategy, this episode is for you!

 Great customer experiences start with really understanding your audience. That's why we teamed up with Sprout Social to bring you the Social Listening Workbook, your step-by-step guide to smarter engagement, stronger relationships, and better business results.

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Too many brands are treating social media like a megaphone instead of a conversation. If you’re posting and waiting for engagement, you’re already behind.

In this episode of The Social Media CX Podcast, I break down why engagement—not disruption—should be your priority on social. I’ll walk you through a real-world case study of a brand struggling with engagement and introduce my 3E Method for Engagement-Driven Social Media—a simple, three-step framework to help you stop interrupting and start connecting with your audience.

What You’ll Learn:

🔍 Why social media strategies fail when they focus on disruption

📢 The #1 shift brands need to make to increase engagement

💡 The 3E Method—Explore, Engage, Encourage—for driving real conversations

🎯 How to proactively join and spark meaningful discussions

If you want your social media strategy to work in 2025 and beyond, this episode is a must-listen. Plus, I’m giving you homework to help you take action right away.

 Discover why social care is the secret sauce to your brand's CX strategy. We're talking eye-popping stats, case studies that inspire, an actionable insights to transform how you engage with customers online.  If you're ready to take your social care to the next level, read our report and let's turn conversations into unforgettable experiences -together.

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Social media isn’t just for scrolling—it’s where customer experience (CX) happens in real time. If brands don’t align their social and digital strategies, they risk losing customers with every click.

In this episode, I sit down with Joshua St. Aubin, Director of Digital at Organic Valley, to talk about why brands need to move beyond surface-level gestures and take CX seriously. We cover everything from how to create a seamless ad-to-site experience to why hyper-targeted audience engagement is the key to social success. Josh shares real-world strategies that can help turn social into a loyalty and revenue powerhouse.

Here’s what you’ll learn in this episode:

🚀 Why social media is closer to the consumer than most brands realize

🔍 The #1 mistake brands make when driving traffic from social to their website

🎯 How smaller, segmented audiences can actually drive BIGGER engagement

🔥 Why engagement isn’t just a vanity metric—it’s the secret to success

If you want to create a better digital customer experience, this episode is for you. Tune in, take notes, and start transforming the way your brand connects with customers online!

Are you ready to master social media customer experience? My online course, Mastering Social Media CX, gives you a step-by-step blueprint to turn conversations into conversions.  Podcast listeners get 60% off with code SMCX for a limited time.

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If your brand has a strategy to either hide negative comments on social media (or worse delete them!). Then I would like to offer you a different strategy that will stop you from destroying trust with your customers and make your brand stronger.

In today’s care chat social media strategist, Sarah Scott, shares that her event clients often hide negative comments on their social media feeds and she wonders if there isn’t a better way to handle it that will build trust with their customers. She also asks about how to handle posts that mention her events but don’t directly tag them in the content.

We will explore practical, empathetic approaches to social media customer care, emphasizing the importance of addressing complaints constructively rather than hiding them. I provide actionable strategies for creating response templates, using social listening, and turning negative feedback into opportunities for brand improvement. 

With real-world insights and candid discussions, this episode is a must-listen for anyone looking to enhance their social media customer experience.

If you have a social media question that you would like to have answered in the podcast reach share your question with us!

[00:00] How to Navigate Negative Comments on Social Media

[03:15] Handling Online Complainers

[06:28] Empathy in Social Media Responses

[19:50] Join My Online Course for 60% Off

[20:47] Engaging with Untagged Feedback

[30:38] Actionable Takeaways and Conclusion

 Discover why social care is the secret sauce to your brand's CX strategy. We're talking eye-popping stats, case studies that inspire, an actionable insights to transform how you engage with customers online.  If you're ready to take your social care to the next level, read our report and let's turn conversations into unforgettable experiences -together.

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AI and automation can transform customer experience (CX)—but only when done right. If brands rely too much on AI, they risk losing the human connection that builds trust and loyalty.

In this episode of The Social Media CX Podcast, I sit down with Lindsay Tramel-Jones, founder of Fierceified Creative & Consulting, to talk about how small businesses can leverage AI and automation effectively—without making customers feel like they’re talking to a robot. We dive into real-world examples of brands using automation for customer care, including how one business used SMS automation to enhance the customer experience and boost efficiency.

What You’ll Learn in This Episode:

🤖 How to use AI for CX without sacrificing authenticity

💡 The 3 key criteria for choosing AI tools for small businesses

📢 Why transparency matters—your customers should know when they’re talking to a bot

🚀 How one business used SMS automation to improve customer service without losing the personal touch

🔑 The biggest automation pitfalls to avoid

If you're wondering how to balance AI efficiency with human connection, this episode is packed with actionable insights!