Social Media CX Podcast

Customer experience doesn’t usually break all at once. It’s often a series of small moments that aren’t handled quickly enough. In this episode, I’m joined by Rani Parkinson, our Senior Social Care Account Manager at B Squared Media, to talk about what’s actually happening inside social care day to day—and why the brands that feel “calm” are usually the ones handling the small stuff well. We talk...

Customer experience doesn’t break in one big moment. It breaks in the gaps. In this final episode of the CX Under Pressure series, I’m pulling together the biggest patterns from the last four conversations and where things&nb...

Most banks collect customer feedback. Very few actually use it. In this episode, I talk with Scott Lee Holloway, Head of Customer Experience at APS Bank, about what it looks like to actually turn customer insight into action. We get into how his team gathers feedback across channels—and how that insight makes its way into real decisions across the business. We also talk about automation and where...

AI is moving fast — but is your brand keeping up in a way that builds trust or quietly erodes it? In this episode, I sit down with Lisa Martin — former NASA scientist, tech media strategist, iHeartRadio host, and host of CMOs Unscripted — to unpack one of the most pressing questions in business today: How do you use AI in customer-facing environments without sacrificing the trust you've worked so...

What would you do if someone started posting across your social media saying your company was a scam? That’s exactly what happened to Katie Robbert, co-founder and CEO of Trust Insights. One day their notifications started blowing up with accusations that they were stealing money from a customer. There was just one problem… she had the wrong company. In this episode, part of our CX Under Pressure...

As part of our March series, CX Under Pressure, we’re exploring what’s really shaping customer experience in 2026, from rising CAC to fragmented journeys and the human side of loyalty. In this episode, I sit down with Tyler Stambaugh to unpack why acquisition is easy to test, but retention is personal. We talk about discount dependency, vanity metrics, and the uncomfortable truth that many brands...

Customer experience feels more exposed right now. Budgets are tighter, AI is louder, and trust is thinner than ever. And most organizations are still running systems built for what social media used to be, not what it’s become. In March, I’m launching a four-part series called CX Under Pressure. It’s where we’ll unpack what actually holds up when systems crack, listening fails, and automation star...

Marketing metrics focus on output: content published, engagement generated, and response times. But customers don't come to social media to be engaged. They come to be helped. When social care is measured with marketing metrics alone, teams optimize for volume and speed. A team that responds to 500 tweets in a day but leaves frustrated customers without real solutions creates churn. In this episod...

We need to talk about the silent risk happening on your social media team. In this episode, I unpack the very real consequences of treating social care like social media marketing. You’ll find out why this structural misalignment creates burnout, buried risks, and missed opportunities. I also share how we got here and why fixing this isn’t about your people or your tools, it’s about your setup. If...

This episode is one of my favorites. Because it’s real talk about what customers actually experience… not just what we think they do. I sat down with the brilliant Jeannie Walters, CEO and Chief Experience Investigator at Experience Investigators, to talk about what’s really broken in most customer experience strategies—and what to do about it. We got into: Why most CX “strategies” aren’t actually...

There’s a reason social care keeps hitting roadblocks—and it’s not about who owns it. In this episode, I unpack what we’ve uncovered in our State of Social Care 2026 Report: Ownership debates often mask deeper structural issues. And when teams are misaligned, even the best tools or intentions fall flat. You’ll hear: Why ownership models alone don’t predict success What high-performing brands are d...

Most social care teams aren’t failing; they’re just stuck inside broken systems. In this episode, I unpack the most eye-opening insights from our 2026 State of Social Care Report, including why reactive teams are burning out, how leadership is missing critical early signals, and what predictive social care actually looks like in practice. I’m sharing: The top reason customer insights never spark c...

How many times have we brushed off a question on social with: “That’s just a support issue”? It sounds harmless. But in this episode, I’m breaking down why that mindset is quietly costing your brand real revenue—and how a simple shift in how you label social conversations can make or break trust (and conversion). Inside, I share a surprising client case study and one of the biggest insights from o...

If you’re doing all the right things on social but still struggling to show results, you’re not alone. In this episode, I unpack why content isn’t the issue … and what actually is. We’re officially in the Experience Economy. And that means your social media strategy must evolve beyond campaigns and content calendars. It’s time to think in terms of moments, trust, and real conversations. I also pul...

This isn’t a goodbye, it’s a shift. After one of the hardest years in business and life, I’m evolving the Social Media CX Podcast into something more real, more human, and more useful. In this episode, I open up about what 2025 taught me, why I’m stepping away from polished content, and what’s coming next for the show. You’ll hear about the mess, the lessons, and the behind-the-scenes truths we us...

Let’s talk about the thing that’s slowly killing your social media engagement: robotic replies. Automation is efficient. AI is fast. But if your tone sounds like a bot, you’re missing the real opportunity: connection. In this episode, I’m sharing The Humanization Reset. It’s a 5-step framework to make your brand sound more like a person (yes, even when using macros, templates, and AI tools). You’l...

Customers are evaluating your brand long before they engage. And they’re basing that decision on more than just your content. In this episode, I’m walking you through how your social presence functions as a real-time trust scorecard. And how even small inconsistencies can quietly erode the credibility you’ve worked hard to build. I introduce the internal framework we use at B Squared Media to eval...

You never get a second chance at a first impression. And on social, that impression takes about three seconds. In this solo episode, I’m diving deep into what Joshua McGee and I only scratched the surface of: how content clarity and polish are forms of customer care. I walk you through a 5-point platform optimization audit you can run today—on LinkedIn, Instagram, and TikTok—that will instantly le...

If your CTA gets cut off or your video is cropped on TikTok, you’re already telling your customers that you don’t care about their experience. In this episode, I’m joined by Joshua McGee, a social media strategist who treats content formatting and platform fit as key CX levers. We talk about how small visual details in your social media content can increase attention, trust, and engagement. We cov...

This episode drops right before Thanksgiving, so naturally we’re talking about gratitude. But not in the fluffy, feel-good way. I’m talking about how gratitude can actually become one of your strongest customer retention strategies. In this episode, I’ll break down how simple “thank you” moments can be measured, scaled, and turned into real revenue-driving touchpoints in your social care strategy....

Ever feel like your social feed is full of noise? In this episode, I’m breaking down how to cut through that chaos and extract the signal—the emotions, the expectations, the hidden stories your audience is actually trying to tell you. We’ll talk about: Why your customers are already writing your next campaign brief A simple framework to turn insights into impact How a healthcare client turned comp...

If you’ve ever felt overwhelmed by social listening or unsure where to even begin, you’re going to love this episode. I’m walking you through our BIC Framework—the easiest, most strategic way to listen smarter in 2026 and beyond. Here’s the deal: Most brands think they’re doing social listening, but they’re really just monitoring mentions. That’s a missed opportunity In this episode, I break down:...

Ever wondered how a wave of customer requests can spark a brand-new Reese’s flavor? This week on the Social Media CX Podcast, I’m joined by Paige Walker from Hershey’s—and this one is extra sweet. Paige, Manager of Cultural Intelligence & Trends, takes us behind the scenes of how Hershey's evolved from reactive social care to a full-blown cultural listening machine. We talk about: The actual R...

Employee advocacy can be your brand’s biggest superpower — or your scariest liability . In this Halloween-inspired episode, I’m showing up as Brooke the Jellyfish (because when CX gets dark, we glow ✨), and sharing the spooky truth about what happens when employee advocacy goes sideways. We’re diving into real-life horror stories: 👻 A rogue LinkedIn post that accidentally politicizes a brand 🧟‍...

Hey y’all — Brooke Sellas here. In this episode, we’re flipping the script on employee advocacy. It’s not just about amplifying brand content anymore — it’s about building community . I’ll share how your employees can become trusted community hosts , not just megaphones, and why that shift from “share” to “shape” is where the magic happens. We’ll dive into: Tactical ways to spark real conversation...