Social Media CX Podcast

What do your DMs look like when your team is offline? In this week’s CX Hot Take, I’m breaking down what I call the fireworks moment: When your inbox explodes, your mentions go wild, and you’re left scrambling during a holiday or weekend. Sound familiar? I’m sharing a real story from Jill Sammons at BCU and unpacking the most common social care gap I see: coverage fails during nights, weekends, an...

Who’s your brand’s “Nick”?  In this quick mini drop, I’m revisiting a powerful moment from my convo with Jill Sammons, VP of Brand at BCU. She shared how one unexpected advocate kept showing up—and how BCU turned that moment into a movement. This story will shift how you think about loyalty, advocacy, and social listening. If you're not identifying and engaging your "Nicks"... you're missing...

In this episode, I’m unpacking a big CX truth: empathy without process is chaos. But process without empathy? That’s just cruelty. I share how empathy and structure together unlock scalable social care—including a story from my twenties (yes, there’s beer involved) and how we helped Brother International cut response time by 3,791%. You’ll also hear the Three E’s that drive connection and results:...

We’re pulling back the curtain on what real social care looks like in action. My guest is the brilliant Jill Sammons, SVP of Marketing, Well-being & Wealth Advisory at BCU, and yes—a longtime client of ours. This conversation is packed with truth bombs about empathy, internal alignment, and how one fireworks-worthy moment completely shifted the way BCU shows up for its members. Jill shares wha...

Most brands chase customer loyalty with clever copy, fast replies, or AI shortcuts. But let’s be real, if your customers don’t feel anything when they engage with you, you’re 100% replaceable. In this Care Chat, I’m answering 5 of the most common questions I get about how to build emotional payoff into your social care strategy. We’re talking personalization beyond first names, human-sounding auto...

If your social post gets a like, cool. But if it makes someone think, “This brand gets me,” now we’re talking emotional loyalty. In this episode, I walk through Christina Garnett’s Brand Affinity Ladder and how to actually use it to write better social content. We’re moving beyond vanity metrics and into identity alignment—because that’s what keeps customers coming back. I also share three strateg...

Your customer doesn’t need a faster reply, they need a real one. In this episode, I’m breaking down exactly how to use your brand's social media replies to build trust, not just close tickets. You’ll learn the A Cubed method—Acknowledge, Align, Assure—which we use at B Squared Media to turn basic replies into emotional loyalty builders. I’ll walk you through real examples, mistakes most brands are...

What if your brand stopped chasing loyalty through clever copy and convenience—and started creating identity-aligned experiences instead? In this episode, I sit down with my brilliant friend Christina Garnett—Fractional Chief Customer Officer, CX strategist, and author of the upcoming book Transforming Customer-Brand Relationships . Together, we unpack why emotional connection is your most underus...

This one’s for every marketer stuck between corporate red tape and social content that’s, well… silent. In this episode, I respond to a note from Marion — a B2B pro caught in a swirl of approval layers and stiff content rules. We break down how to: Deal with leadership fear of "being human" on social Turn internal wins into conversation starters Prove the ROI of behind-the-scenes and low-barrier c...

Stop Chasing Trends. Start Leading Culture. You’ve seen the ick. Brands trying too hard to be cool — hopping on memes, dropping TikTok audio, and leaving their audience wincing. But here's the thing: 93% of consumers want you to participate in the cultural conversation. The catch? Only 27% believe trend-hopping works beyond 48 hours. In this solo episode, I'm breaking down how your brand can show...

“White-glove care doesn’t require a massive team. It requires the right team, the right tools, and a commitment to connection.” Is your team running on fumes while trying to deliver top-tier social care? In this episode, I’m breaking down what “white-glove” really means in 2025 — and why it doesn’t have to mean over-the-top or over-budget. You’ll learn: Why fast + human is the new baseline for soc...

Is your social media team focused on vanity metrics and viral trends — or building real customer loyalty? In this episode, I sat down with Steph Hermanson from Sprout Social to unpack what was reported in the 2025 Sprout Social Index — and spoiler alert: it’s not more content. We dug into fresh insights from the latest Sprout Social Index, revealing: Why 73% of customers will bounce to a competito...

After her talk at Social Media Marketing World, Brooke Sellas stayed behind to do what she does best: connect. In this special “hallway” edition of the show, you’ll hear real questions from real people—nonprofits, restaurants, educators—seeking better ways to engage, grow, and lead their communities online. Brooke answers in real time with sharp, strategic, and refreshingly human responses. If you...

 Wanna 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 strategy, and the latest trends straight to your inbox. Don't just guess. Know what works. Sign up now! ---- Engagement without intention? It's like throwing digital spaghe...

 If you're loving these conversations and thinking, wait, my team needs this energy and this strategy, then you need our Care Squared training program . It's our signature social media customer care training built to help brands turn comments and complaints into conversations that retain customers, boost loyalty, and prove a return on investment with your social. Get the training now! -- If you’re...

Negative comments on social media aren’t a CX crisis—they’re a CX opportunity . In this episode of The Social Media CX Podcast , I share exactly how smart brands like ZoomInfo are turning complaints into trust, revenue, and long-term loyalty by building structured, thoughtful response systems. If you’re still deleting comments, ghosting unhappy customers, or responding like a robot… this one’s for...

👉 Want to turn social comments into customer wins? Check out our Care Squared training —the signature program that teaches your team how to deliver standout social media CX in real time. Learn more at Bsquared. Media/care .  ------ What if your brand had a team trained to respond on social media in real time—with legal, sales, and privacy experts jumping in directly to resolve issues? That’s exac...

Ever wonder how some brands feel so human on social media? The secret isn’t a giant team or expensive tools—it’s intentional personalization and authentic engagement. In this Care Chat episode of The Social Media CX Podcast , I’m joined by social media pro Haley Greene to break down exactly how brands (big or small) can build trust and connection on social—even when replying as “the brand.” We tal...

 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. --- Your customers are drowning in emails and scrolling past social ads—but their text messages? That’s where r...

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. -- Small teams can deliver exceptional customer experience (CX) —but only when automation is used the right way...

 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. —---- AI and automation can transform custo...

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. ---- Social...

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. ---- What if...

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

  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. —---- Social media isn’t just for scrolli...