Social Media CX Podcast

About Social Media CX Podcast

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.

Publisher

Brooke Sellas

Category

business · business · business

Language

en

Explicit

No

First episode

30 Dec 2024

Latest episode

28 Oct 2026

Latest episodes

96 episodes in the feed.

1. 

   28 Oct 2026

   Social Media Impersonator Scams: A Social Care Horror Story for Financial Brands

   Someone complains about a suspicious charge on your brand's social media page. Before your team responds, a fake support account steps in, using your logo and offering to help. What happens when scammers answer your customers before you do? In this Halloween-themed episode of Social Media CX, Brooke Sellas explores how social media impersonator scams exploit frustrated customers and why financial services brands are particularly vulnerable. From the infamous Eli Lilly Twitter impersonation to fake customer support accounts hiding in public comment threads, Brooke reveals why slow social media response times aren't just a customer experience problem. They can also create opportunities for fraud. In this episode, you'll learn: How scammers use public customer complaints to identify potential victims Why billing disputes, suspected fraud, and account access issues need their own response-time priorities How to recognize fake customer support accounts Four practical ways to protect customers and strengthen your social care processes A 15-minute check to uncover potential impersonators in your comment sections Could scammers be finding gaps in your social care program before your team does? Start with Brooke's 15-minute impersonation check. Then, if you want a deeper look at your response times, coverage gaps, escalation paths, and potential risks, explore the (https://bsquared.media/social-care-audit/)B Squared Media Social Care Audit (https://bsquared.media/social-care-audit/). Mentioned in this episode: Eli Lilly impersonation incident — Pharmaceutical Processing World (https://www.pharmaceuticalprocessingworld.com/lilly-sees-stock-dip-after-fake-twitter-profile-makes-bogus-insulin-announcement/) Conversations That Connect (https://bsquared.media/conversations-that-connect-book) Connect with Brooke on LinkedIn (https://www.linkedin.com/in/brookebsellas)

2. 

   21 Oct 2026

   The Social Trust Loop: Every Social Media Interaction Is a Deposit or a Withdrawal

   Your brand could be losing customer trust in places your social media reports never capture. An unanswered complaint. A Reddit conversation. A customer service issue moved into DMs but never publicly resolved. Each interaction can influence how prospective customers perceive your brand, often before they ever contact you. The Social Trust Loop, a four-part framework developed by Brooke Sellas of B Squared Media, connects the places where customers form opinions about your brand: brand-controlled social, peer conversations, social care touchpoints, and AI answer engines. At the center is one simple idea: Every interaction is either a deposit into or a withdrawal from your brand's trust account. And while brands often measure the content they publish and how quickly they respond, they may be overlooking the customer interactions that build or erode trust. What You'll Learn The four parts of The Social Trust Loop and how they connect Why public customer responses can matter more than polished social content How reviews, Reddit, and peer conversations influence brand reputation Why resolving a customer complaint in DMs isn't always enough How public conversations can influence AI-generated brand recommendations How to make the business case for investing in social media customer care A 15-minute audit to identify where your brand is building or losing trust Turn Trust Gaps Into Better Customer Care The Social Trust Loop helps you recognize where customer trust may be slipping. But identifying the gaps is only the beginning. If your audit reveals opportunities to improve how your team responds, handles escalations, or follows through with customers, Brooke's Social Care Playbook: The CARE Method offers a practical next step. Built around the methods Brooke teaches enterprise social care teams, the course helps organizations strengthen their approach to social media customer service. Explore the Social Care Playbook at (https://bsquared.media)https://bsquared.media/courses/social-care-playbook-course (https://bsquared.media/courses/social-care-playbook-course). Mentioned in This Episode: Conversations That Connect: (https://bsquared.media/conversations-that-connect-book)https://bsquared.media/conversations-that-connect-book (https://bsquared.media/conversations-that-connect-book) Connect with Brooke on LinkedIn: (https://www.linkedin.com/in/brookebsellas)https://www.linkedin.com/in/brookebsellas (https://www.linkedin.com/in/brookebsellas)

3. 

   14 Oct 2026

   Brands Are Watching You: What Creators Don't Know About Social Listening with Danny Gardner

   Brands are paying closer attention to creator content than most people realize. They're looking beyond follower counts to understand audience fit, engagement, and whether a partnership is worth the investment. But what happens to all that information? And are brands using what they learn to build better relationships? Danny Gardner, founder of The DataZone, joins Brooke Sellas to explore social listening from both sides of the creator-brand relationship. Drawing on his experience as a brand marketer and creator, Danny explains how brands evaluate potential partners, why creators rarely receive meaningful performance feedback, and what traditional social media metrics fail to capture. You'll also hear how a single organic post caught a brand CMO's attention when Danny had just 5,000 followers, and why even expensive social listening tools can fall short without the right people and processes behind them. We Talk About: How brands use social listening to discover and evaluate creators Why successful creator campaigns don't always lead to repeat partnerships The missing feedback that makes creator relationships feel transactional What likes, comments, and impressions don't tell you about audience behavior How organic brand mentions can reveal potential partnerships Why social listening requires more than purchasing the right software Start Listening Smarter Put social listening to work with B Squared Media's free Listen Smarter workbook. Using the BIC framework, it walks you through three areas to track: brand, industry, and competitor. You'll learn what to listen for, which questions to ask, and how to use what you find. Download it at https://bsquared.media/social-listening-workbook (https://bsquared.media/social-listening-workbook). Mentioned in This Episode: The DataZone - https://thedatazone.ai/ Connect with Danny on LinkedIn - https://www.linkedin.com/in/danielgregorygardner/ Conversations That Connect - https://bsquared.media/conversations-that-connect-book Connect with Brooke on LinkedIn - https://www.linkedin.com/in/brookebsellas

Who has been a guest on Social Media CX Podcast

Names identified in recent episode analyses. Showing up to five guests.

• Katie Artz
• Mike Allton
• Deirdre Breakenridge
• Susan Westwater
• Pam Didner

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

7 ratings

Podcast Authority Score: 39 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

65

Social presence

0

YouTube

0

Engagement

32

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

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