Brooke Sellas
92 episodes listed below
Social care, treated like real business infrastructure.
Social Media CX Podcast follows practical conversations about what happens when brands meet customers in public. It focuses on trust, retention, reputation, AI, and the small operational choices that make social care feel calm or chaotic.
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Social Media CX Podcast is built around a plain but demanding idea: social media is now a customer experience channel. That sounds simple. The show makes it feel operational. Across interviews and field-style conversations, it follows the places where brands lose trust, miss customer signals, or confuse activity with care. A hallway question about engagement metrics can turn into a discussion of AI-assisted reporting, baseline growth, paid versus organic signals, and how teams decide what success even means. A churn conversation can move from discounts and transactions into the harder work of building loyalty. Reputation episodes look at what happens when a public accusation, a bad review pattern, or a name-confusion problem starts shaping how people see a company. The show is strongest when it stays close to the work. It talks about comments, labels, social listening, reports, intent signals, virtual assistants, and the handoff between marketing, support, product, and customer teams. The recurring argument is that customers do not experience an org chart. They experience delays, silence, generic answers, and broken systems. AI is treated with the same practical pressure. It can help teams see patterns and move faster, but careless automation can flatten trust in public. Guests such as Rainy, Katie Robert, Lisa Martin, Scott Lee Holloway, and Tyler Stambaugh bring different versions of the same problem: customer experience rarely breaks all at once. It cracks through small moments. The show suits listeners who want social strategy tied to business consequences, not abstract best practices. It is warm, direct, and sometimes blunt. It also understands that good CX can look quiet from the outside. That may be the point. Calm brands are usually built by teams that notice the small signals before they become visible failures.
Made for: For CX, marketing, social media, support, and digital leaders who need public customer conversations to connect with trust, retention, and measurable business impact.
What sets it apart: The show keeps strategy grounded in the operational details: comments, labels, reports, listening, attribution, AI replies, and the handoffs customers actually feel.
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 channe...
Based on 5 episodes we listened to · September 2026
Brooke Sellas turns social interactions into practical lessons about retention, reputation, accountability, and customer trust.
Social Media CX Podcast follows the business consequences of everyday exchanges between brands and customers. Brooke Sellas uses guest interviews to connect public conversations with retention, reputation, product decisions, and employee advocacy.
A Reese's Oreo campaign is your reminder that the comments section can contain an actual business case.
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Short reviews from the PlayNext desk, based on the episodes we processed.
A scam accusation, missing reports, and the cost of weak accountability.
Katie Robert, co-founder and CEO of Trust Insights, is positioned at the center of a trust breakdown that begins with a sudden surge of social media notifications and widens into a reputation problem across channels.
Retention breaks when CX becomes a discount habit.
The episode treats retention as a pressure test for customer experience, with Tyler arguing that too much CX work is built to pull people back to a transactional sale.
Small public moments can build trust or erode it fast.
Social Media CX Podcast treats customer experience as a chain of make-or-break moments, especially on social channels where a late reply or a missed handoff can quickly weaken trust.
Hershey's turns a fan-driven Reese's Oreo collab into a lesson in listening.
PlayNext's coverage fits this episode because it shows how Hershey's uses consumer requests to shape a Reese's Oreo campaign. Brooke Sellis keeps the focus on Paige Walker, Hershey's manager of cultural intelligence and trends, and on one clear example: the "you asked for it"…
Employee spotlights are framed as a loyalty play, with guardrails around authenticity and timing.
Employee spotlights are presented as more than a nice-to-have here; they become a way to build loyalty when a large brand gives its people room to lead.
Sharper words for business builders.
Paid social updates with account-level judgment.
This episode features unfiltered hallway conversations from Social Media Marketing World where the host answers real questions about social media marketing strategies, including B2B2C approaches, engagement measurement, and nonprofit internship connections.
This episode explores how brands can manage customer experience on social media to reduce churn by focusing on small interactions and moving from reactive to proactive approaches.
This episode recaps a series on customer experience under pressure, concluding that brands often have operational discipline issues rather than CX problems.
This episode features Scott Lee Holloway, head of customer experience at APS Bank, discussing how to operationalize customer feedback through social listening and AI tools to improve digital banking experiences.
This episode explores how AI is fundamentally changing the trust equation in customer experience and public communications, featuring a discussion with former NASA scientist Lisa Martin on using AI responsibly to protect credibility.
A scam accusation starts showing up everywhere.
Retention gets personal fast.
The episode starts with Brooke Sellis and Jeannie Walters talking about moments of truth across the customer journey.
This episode features an interview with Joshua McGee discussing how to optimize social media content to improve customer experience and turn social channels into loyalty-building, revenue-driving platforms.
Brooke Sellis opens on Hershey's new Reese's Oreo campaign.
Brooke Sellis opens by saying brand trust usually comes from a person, not a logo.
This episode features an interview with Phil Treagus-Evans discussing his human-first marketing philosophy and his daily routine as a social media agency owner.
This episode features an interview with Ben Rapson, Social Media Marketing Manager at King Arthur Baking, discussing how social media is used to enhance customer experience and build community in the baking industry.
This episode features an interview with Steph from Sprout Social discussing their annual data report on social media customer experience trends and insights for 2025.