Shows
Social Media CX PodcastWhy Every Brand Needs a “Nick” (and How to Find Yours)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 a major CX opportunity. Hit play to hear how to spot these superfans—and why they matter more than any ad campaign.—Want to go d...2025-07-1603 minSocial Media CX PodcastWhere Empathy Meets Process: Turning Social Care into a Competitive AdvantageIn 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:Embed empathy in your workflowsEnable empowerment on your frontlinesEvaluate consistency monthly🔗 Mentioned In This Episode:Listen to Jil...2025-07-0905 minSocial Media CX PodcastSocial Media Care as a Retention Engine (Feat. Jill Sammons)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 what it took to get leadership buy-in, the surprising results of authentic social listening, and why member experience can’t be a siloed metric. It’s everyone’s job.If you're in...2025-07-0232 minSocial Media CX PodcastHow to Turn Social Replies Into Emotional Loyalty DriversMost 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-replies, and listening for feelings—not just complaints.If you’ve ever wondered how to make social CX unforgettable, this one’s for you.🎯 Want...2025-06-2508 minSocial Media CX PodcastBeyond the Like: Building Brand Affinity on Social MediaIf 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 strategic post prompts that help you speak your customer’s language of belonging and show you how to audit your last five posts for resonance, n...2025-06-1808 minSocial Media CX PodcastStop Sounding Like a Bot: Use Your DMs to Build Emotional LoyaltyYour 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 making, and a simple three-question audit you can do on your own social replies TODAY. If your brand sounds like a bot in the...2025-06-1108 minSocial Media CX PodcastConnection Over Convenience: The New Loyalty PlaybookWhat 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 underused growth strategy.We talk about:Why customers confuse being seen with being sold toThe myth of loyalty and why it isn’t earned through discountsThe role of community and social teams as your brand’s emotional frontlin...2025-06-0435 minSocial Media CX PodcastStiff, Silent & Scared: How to Nudge B2B Teams Toward More Human Social ContentThis 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 socialTurn internal wins into conversation startersProve the ROI of behind-the-scenes and low-barrier contentPitch a content pilot without asking for permission to rebrand the whole thingWhether you're in B2B tech, manufacturing, or any "boring" space (psst: you're not boring), this is...2025-05-2806 minSocial Media CX PodcastHow Your Brand Can Be Culture-Driven Content Without the CringeStop 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 up with cultural fluency — not forced trend-chasing. We’ll cover what actually makes brands stand out in 2025, how to build a culture radar, and why your...2025-05-2108 minSocial Media CX PodcastWhite-Glove Social Care Without Burnout: What It Really Takes“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 social careHow labeling conversations as acquisition vs. retention changes everythingThree systems every team needs to scale without sacrificing sanityWhy “time to empathy” might be your most overlooked CX metric2025-05-1411 minSocial Media CX PodcastWhat Social Media Customers Really Want in 2025 (According to the Data)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 competitor if you don’t respond on socialThe difference between community management and true social listeningHow overproduction is killing ROI (and what to do instead)What “white glove social car...2025-05-0730 minSocial Media CX PodcastCare Chats IRL: What People Really Ask About Social Media StrategyAfter 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've ever wished you could pull a strategist aside and ask your burning social media question, this episode is for you. 🎧 Listen in for:- How to engage dual audiences (B2B2C) with pur...2025-04-3012 min
Win The Hour, Win The DayConversational Content Marketing: Build Customer-Centric Social Media That Sells! with Brooke Sellas This week’s episode of Win The Hour, Win The Day Podcast interviews, Brooke Sellas. Are you tired of posting on social media and getting no real results?Join us as Brooke Sellas shows how to stop wasting time and start real conversations that lead to real customers. In this eye-opening talk, you'll learn:-Why storytelling alone isn’t enough to sell your services.-How to use simple conversations to connect with your audience.-The easy way to create content that people actually care ab...2025-04-2933 minSocial Media CX PodcastKnow Your Audience, THEN Engage: A Social CX Reality Check with Kayla Perlstein 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 spaghetti at the wall. In this Care Chat episode of The Social Media CX Podcast, Brooke Sellas sits down with social media strategist Kayla Perlstein to get real about what it takes to build authentic, re...2025-04-2321 minSocial Media CX PodcastSolo But Mighty: How Small Teams Can Act Like a Social Media SWAT Team 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 a one-person marketing team, juggling customer care, social engagement, and strategic planning—you are not alone. In this empowering episode of The Social Media CX Podcast, Brooke Sellas shows you how small...2025-04-1607 minSocial Media CX PodcastNegative Comments ≠ Bad CX (If You Know What to Do With Them)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 you.What You’ll Learn in This Episode:💬 Why negative comments are some of the most valuable CX data you can get 🧠 How ZoomInfo uses subject matter experts to de...2025-04-0910 minSocial Media CX PodcastInside ZoomInfo’s CX SWAT Team with Justin Levy👉 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 exactly what ZoomInfo built.In this episode of The Social Media CX Podcast, I chat with Justin Levy, Director of Social and Content at...2025-04-0232 minSocial Media CX PodcastHow to Nail Personalization & Authentic Engagement on Social MediaEver 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 talk tone matching, proactive engagement strategies, and why showing up (the right way) still beats the algorithm.What You’ll Learn in This Episode:✅ How to p...2025-03-2625 minSocial Media CX PodcastWhy SMS is the CX Superpower Brands Aren’t Using (Yet!) 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 real connection happens. With 98% open rates, SMS is one of the most underutilized customer experience (CX) tools out there. But done wrong, it’s just another spammy marketing tactic.In this...2025-03-1907 minSocial Media CX PodcastSmall Team, Big CX: How to Automate Without Losing the Human TouchWant 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. The secret? Using AI and automation to support, not replace, human interactions.In this episode of The Social Media CX Podcast, I share the 3-step automation strategy that allows small businesses to...2025-03-1210 minSocial Media CX PodcastBalancing AI & Human Touch: How to Automate CX Without Losing Trust with Lindsay Tramel - Jones 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 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...2025-03-0527 minSocial Media CX PodcastHow to Build Trust & Stronger Customer Connections Through Social CXAre 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 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 C...2025-02-2609 minSocial Media CX PodcastWhy Losing Followers on Social Media is a WinAre 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 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...2025-02-1907 minSocial Media CX PodcastSocial Media Should Be About Engagement Over Disruption 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, 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 b...2025-02-1206 minSocial Media CX PodcastBeyond the Click: How Organic Valley is Aligning Social Media & Customer Experience 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 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 wit...2025-02-0531 minSocial Media CX PodcastHow to Navigate Negative Comments on Social Media - Care ChatAre 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.----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...2025-01-2934 minSocial Media CX PodcastThe 30-3 Rule: Capturing and Keeping Attention in Social Care 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. --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 e...2025-01-2210 minSocial Media CX PodcastWhy 'Tell Me More' Is the Ultimate Social Care Power Move 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. --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 kn...2025-01-1507 minSocial Media CX PodcastRitz-Carlton Secrets: Bart Berkey’s Luxury CX Tips to Transform Your Social Media Game 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. --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 c...2025-01-0831 min
One Handshake02: Conversations That Connect: Brooke Sellas on Building Relationships in BusinessIn this inaugural interview episode of the One Handshake Podcast, host Jillian Vorce sits down with Brooke Sellas, award-winning CEO of B Squared Media and author of Conversations That Connect.Together, they explore the power of authentic conversations in building trust, relationships, and business success. Brooke shares her journey of redefining digital marketing through social care, emphasizing the importance of vulnerability and proactive engagement over vanity metrics.With insights into social listening, AI’s role in connection, and lessons from her career, this episode sets the stage for meaningful dialogues that inspire both personal and pr...2025-01-0128 minSocial Media CX PodcastWelcome to the Social Media CX PodcastTake your social care to the next level by joining our SMCX VIP List! ----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 ge...2024-12-3001 min
CX-WISE By SprinklrWinning CX through Social Media Care with Brooke SellasHow can brands turn everyday social media interactions into stories that build loyalty and improve customer experience?
Digital marketing expert, Brooke B Sellas, discusses how brands can level up their customer experience through innovative social care strategies. Brooke shares how to use customer care not just as a way to respond to issues but as a proactive tool for attracting new customers and telling your brand's story.
She dives into real-world examples of brands using social media to connect with customers on a deeper level, building stronger relationships and turning active followers into loyal a...2024-11-2935 min
growth path#14 - Brooke Sellas: Social Media Listening for Gain and Retain Strategies
We invited Brooke Sellas, Founder and CEO of B Squared Media, Top 100 CMA Influencer and Strategist 2024, Adjunct Lecturer at UC Irvine and Baruch College, onto growth path to discuss social listening and strategies to handle customers through social media.
➡️ Key topics
Intro to B Squared
Social Media customer care to acquire and retain customers
Focusing on gain and/or retain discussions around your brand
Quantifying social media to leadership with data
Tagging and labeling for customer conversation
Subscribe to the podcast ► https://open.spotify.com/show/6h3X5P0kWkt6...
Learn more about purple path ► purplepath.io
Get more con...2024-11-2525 min
Let's Talk About BrandLet's Talk About Brand with Brooke SellasBrooke Sellas of B Squared Media was on previously talking about the thing that she is known for: customer care. This time we’re digging into how she got known for it, what it really means to her, and her motivations behind it. This is an especially relatable conversation because despite owning a successful marketing agency, appearing on massive stages such as Social Media Marketing World and Inbound, co-hosting a few prominent podcasts, and writing a book on her topic of expertise, Brooke initially struggled to put herself out there in each of those situations. In all...2024-10-1442 min
Most People Don't... But You Do!#153 “Conversations not Campaigns, Socially Caring, and Middle Finger Inspiration”: Brooke Sellas, Founder- B Squared MediaIn this live edition of 'Most People Don't, But You Do,' I welcome Brooke Sellas, founder and CEO of B Squared Media and author of 'Conversations That Connect.'
We met at a KINDNESS CONFERENCE and I found her to be indeed not only KIND, but exceptionally smart and driven.
I did not know the term "social care" before I spoke with her. Essentially, imagine how much better you feel when you share feedback, complaints, inquiries online with a brand and they actually have a CONVERSATION back with...2024-09-2058 min
BizcastersWhich Podcast Hosting Style Should You Use with Brooke SellasLet's Talk About Hosting Strategies for Your Podcast with Brooke Sellas of B Squared MediaWhen looking at ways to launch a podcast for your businesss many people will debate adding in a co-host to their show. So I just knew we needed to talk to Brooke Sellas of B Squared Media.She has been the co-host of several successful shows (including Marketing Companion with Mark Schaefer) and was the solo host for Social Media Examiner’s Marketing Agency Show.I knew I wanted to talk to her about her di...2024-09-1244 min
The Content BriefWho Social Cares on Social Media? (with Brooke B. Sellas)Let's dive into the world of social care and digital customer engagement with Brooke B. Sellas, founder and CEO of B Squared Media and author of Conversations That Connect. Brooke shares her extensive experience in leveraging social media to enhance customer experiences, focusing on proactive social care, the importance of quick and effective responses, and the role of social listening. You'll learn how engaging in meaningful conversations can lead to ROI, why hyper-personalization is the future of customer interaction and social media content ideas that generate conversations and responses. Brooke's company - B...2024-08-1532 min
The Agents of Change Digital Marketing PodcastMastering B2B Success on LinkedIn with Brooke SellasToday, I’m thrilled to bring back Brooke Sellas for her third appearance. Brooke is the award-winning CEO of B-Squared Media, and she’s here to share her latest insights on leveraging LinkedIn for B2B success. Whether you’re a LinkedIn novice or a seasoned pro, Brooke’s expertise will help you rethink your strategy and boost your engagement. Let’s dive in and see what new tactics we can learn from the digital marketing mastermind herself! https://www.theagentsofchange.com/546 Grab your discounted ticket to the Agents of Change Digital Marketing Conference in Portland, Maine, 10/9 and 10/10/2024! https://www.theagentso...2024-08-0737 min
The Rainmaker PodcastUnleashing the Power of Social Media Customer Care with Brooke SellasIn today's digital world, where customers flock to social media with questions and concerns, social media customer care is no longer a nicety, it's a necessity. Join me as I chat with Brooke Sellas, founder of B Squared Media, about the most effective social media strategies for proactive customer interaction. We dive into the future of social media marketing, exploring the exciting potential of AI to enhance customer experiences. Brooke also shares her insights on the importance of a customer-centric approach and the dedication required to excel in both social media marketing and public speaking.2024-07-1540 min
Agency BytesEp 061 – Brooke Sellas, B Squared Media – Connecting Conversations
Featuring: Brooke Sellas, B Squared Media
In this episode, I got to interview Brooke Sellas, CEO of B Squared Media, a boutique digital marketing agency. We discuss Brooke's journey of starting her agency, the importance of social care, and bridging the gap between marketing and sales. Brooke shares valuable insights and advice for agency owners from her book, “Conversations that Connect.” and insights on how they leverage social care for their clients. We also briefly touched on navigating the intricacies of working side-by-side with a spouse.
Key Takeaways
• Starting an agency requires taking risks and seizin...2024-05-3133 min
Social Pulse Podcast: Agency EditionHow To Build An Agency That LastsAs a marketing agency owner, I’m not telling you anything you don’t already know when I say that growing and scaling an agency is hard.Honestly, it’s harder than you think for many. The top three cited challenges reported by agency owners were, number one, acquiring new customers, followed by time constraints and cash flow. And as any business in any industry will tell you, if you’re struggling to bring in new clients and keep a positive cash flow, you simply cannot grow and scale your business.Whi...2024-04-0231 min
Conversations That GrowFrom Non-Profit to Digital Marketing Maverick: A Journey of Authenticity and GrowthDive into the inspiring journey of Brooke Sellas, from her roots in non-profit work to founding a successful digital marketing agency. Discover how authenticity and personal values shape not just a business, but an entire life journey.In this episode, we chat with Brooke Sellas, CEO of B Squared Media, about her fascinating transition from non-profit organisations to leading a digital marketing empire. Brooke shares her experiences of relocating, embracing authenticity in business, and the impact of personal relationships on her career path. We also explore the role of brands in social issues and get personal with...2024-03-2052 min
Marketing, Demystified The Podcast15: Driving business through online conversations - a chat with Brooke SellasRelationships matter in driving businesses forward, and one way to nurture relationships is through online conversations.
But what are the best strategies to have relevant and authentic online conversations with customers and potential customers?
To discuss the topic, "Marketing, Demystified" Host Jenn Mancusi is joined by Brooke B. Sellas, founder and CEO at B Squared Media, LLC, and an expert in online conversations.
"Marketing, Demystified" is presented to you by Growgetter, your growth marketing partner.2023-11-0138 min
Getting to Aha! with Darshan Mehta[Greatest Hits] Connect, Don’t Sell, with Brooke Sellas, Founder & CEO of B Squared MediaIn this episode of Getting to Aha!, Darshan Mehta is joined by Brooke Sellas, Founder & CEO of B Squared Media. They delve into Brooke’s aha! moments, her journey into digital marketing and social media management expertise. They discuss building brand loyalty, taking negative feedback, converting Negative Nancies to super fans, using social media to connect with customers and improve conversion rate, and using augmented reality in social media marketing. Brooke Sellas is a digital marketing consultant specializing in done-for-you social media management, social media listening, customer experience, and community & customer care through social media. She is a soc...2023-10-2043 min
Social Media News Live: Discussing the latest social media tools, tips, and tactics with industry experts, innovators, creators, and storytellersThe State of Social Care in 2023Join us as we unpack the evolving landscape of social media customer service with social media trailblazer Brooke Sellas. Drawing on data-driven insights and real-world stories, Brooke outlines key trends shaping social care in 2023.We explore the meteoric rise of AI, from generative chatbots to predictive analytics. Brooke stresses the need for thoughtful AI implementation tailored to audience needs. She emphasizes blending automation with human connection through micro-personalization.Looking ahead, Brooke spotlights emerging technologies poised to transform social care. This includes AI unifying CRMs and social platforms for seamless omni-channel experiences. Brooke also previews an...2023-09-301h 00
Leadership, Brand Strategy & Transformation - Minter DialogueConversations that Connect with founder, CEO and author, Brooke SellasMinter Dialogue with Brooke SellasBrooke Sellas is a digital customer experience consultant, social media customer service management and social media listening expert. She's founder and CEO of B Squared Media, is host of The Marketing Agency Show and is also author of Conversations that Connect, How to Connect, Converse, and Convert Through Social Media Listening and Social-Led Customer Care." In this conversation, we discuss the different types of conversations one can have as a brand with customers, the role of emotional disclosures, the relationship between empathy and trust, the Social Penetration Theory and the place of i...2023-08-1357 min
Coffee with Kate!Kate chats with Brooke B. Sellas, Founder & CEO of B Squared Media Digital Marketing
We talk about social media, advertising, and best customer care practices with Brooke B. Sellas, founder and CEO of B Squared Media.Brooke founded B Squared Media in 2012 with a marketing mantra of, Think Conversation, Not Campaign.® Serving mostly middle-market and enterprise brands, their services include social media management, advertising, and social-first customer care solutions.B Squared Media was named Sprout Social’s “Partner of the Year” for being a shining example of a social media agency, and in 2018, Brooke was named one of New Jersey’s “Top 25 Women Entrepreneurs & Brand Builders.”
2023-08-031h 01
The CX Engine ShowEpisode 12 - Customer Retention in Today's Competitive LandscapeWelcome to Episode 12 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, we welcome Richard Shapiro, the Founder and President of The Center for Client Retention and the author of The Endangered Customer: 8 Steps to Guarantee Repeat Business. Richard joins Shark and Brooke to discuss: • Key factors that contribute to customer retention in today's competitive landscape • Common mistakes or challenges companies face when trying to improve customer retention • How organizations use customer feedback and data to enhanc...2023-06-2625 min
Let's Talk About BrandLet's Talk About Brand Conversation with Brooke SellasThis week's conversation about brand conversations was a really, really great conversation. Our guest, Brooke Sellas, literally wrote the book on brand conversations, and this is such an important part of both customer care and brand impression.We talked about different ways that those conversations can take place, whether it is in public, on social media, on dark social, or one-on-one. We talk about the team that you should have in place and how you should prepare them to make sure that those conversations put the best foot possible forward for your brand, and we delved...2023-06-1931 min
Masters in Marketing AgencySocial Media Advertising and Nonprofit Work with B Squared Media’s Brooke SellasThis episode, B Squared Media’s Founder and CEO, Brooke Sellas, talks about different scheduling and automation tools, how these can be used to improve productivity, and the different ways you can streamline the hiring and onboarding process.Brooke Sellas is an entrepreneur, digital customer experience consultant, and CEO and Founder of B Squared Media, where she spends most of her time working on sales and marketing. Here are a few of the topics we’ll discuss on this episode of Masters in Marketing Agency:.Tools that help with scheduling and auto...2023-06-1331 min
The CX Engine ShowEpisode 11 - Hiring Great CX TalentWelcome to Episode 11 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, Shark and Brooke chat about: • Identifying the right skills for CX• Having 'tougher skin' to fix a problem • Having a recruitment strategy to find the personality and soft skills needed • Creating the right environment with the right first hire to lead a team • Finding the right background and mindset for a CX hire• Our Champion of the Episode• Our “Karen” of the Epi...2023-06-1226 min
Social Media Marketing PodcastDeveloping Shows: Behind the Scenes at Social Media ExaminerWant to launch a new podcast or video series? Wondering how Social Media Examiner does it? To share how Social Media Examiner conceived and launched a new show in 9 weeks, I talk with Brooke B. Sellas.Guest: Brooke B. Sellas | Show Notes: socialmediaexaminer.com/566Review our show on Apple Podcasts.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.2023-06-0841 min
The Infinitely More Podcast with Heather Heuman307 : Conversations that Connect with Brooke SellasIn today's episode, I'm joined by Brooke Sellas, owner of B Squared Media as we talk on the importance of social media conversations and why you need to begin with conversations before you ever try to sell to someone. Work with Sweet Tea Social Marketing this year to accomplish your social media goals : www.sweetteasocialmarketing.com/contact/2023-06-0622 min
The CX Engine ShowEpisode 10 - How Experiences Can Lead the Future of CXWelcome to Episode 10 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, we welcome Howard Pyle, CEO of XF.works and Founder of ExperienceFutures.org, join Shark and Brooke to discuss: • Looking at the leadership and how that impacts who owns CX • How CX leaders deliver on social impact agendas • How can CX leaders better understand new technologies including A.I. to improve KPI’s • and much more! Find out more about strategist...2023-05-1528 min
Making a MarketerConversations that Connect with Brooke SellasIt's crucial that we have 2-way conversations in business, and it's especially something that gets missed in social media marketing! We need to truly CONNECT with our customers and prospects.
Our guest on this episode has based the foundation of her agency on this principle, which is grounded in communication theory.
Brooke Sellas and her team use research to inform the strategies they create for their clients. On this episode she does an excellent job of talking us through how they get their clients results.
Megan and Brooke also nerd-out a bit on...2023-05-0942 min
The CX Engine ShowEpisode 9 - How Empathy Cannot Unsorry Your CXWelcome to Episode 9 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, Shark and Brooke chat about: • What do you say other than sorry• Are actions, solutions, and speed the answer• Is AI and using a bot the solution• Moving from ‘I’m sorry’ to ‘I’m going to fix it’• The packaging won’t work over a solution• Our Champion of the Episode• Our “Karen” of the Episode• and much more! Find out more a...2023-05-0126 min
The CX Engine ShowEpisode 8 - How Audio Can Lift CX"Welcome to Episode 8 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brooke Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, we welcome Ginger Shimp, Senior Marketing Director at SAP, to discuss how audio is transforming and lifting the Customer Experience. Shark, Brooke, and Ginger chat about: • How adding audio can lift the performance of blogs and white papers • How audio has been influencing marketing content • How audio helps build relationship and trust with customers • Smart speakers and security issues • Audio in adv...2023-04-1732 min
Win The Hour, Win The DayHow To Finally Create Content That Converts For Your Business! with Brooke SellasThis week’s episode of Win The Hour, Win The Day Podcast is sponsored by Win The Hour, Win The Day’s Signature Coaching Program the Winners Circle. Kris Ward who helps entrepreneurs to stop working so hard interviews, Brooke Sellas. Brooke Sellas breaks down the content creation process into 4 categories that you won't find anywhere else. From insightful interviews with experts to real-world case studies, Brooke shares actionable strategies that you can implement right away to elevate your content marketing game. Learn:-The 4 categories of content you nee...2023-04-0427 min
The CX Engine ShowEpisode 7 - Bots Behaving BadlyWelcome to the Episode 7 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, Shark and Brooke chat about: Elon Musk and Others Call for Pause on A.I. research citing 'Profound Risks to Society' AI generated photos, blogs, and content Facebook’s ‘Kustomer Experience’ Chatbots and applying technologies to converse with customers Brooke’s presentation at Social Media Marketing World Our Champion of the Episode Our “Karen” of the Episode and much more! Find out more about strategist a...2023-04-0328 min
The CX Engine ShowEpisode 6 - Aligning EX for Better CX Welcome to Episode 6 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, we welcome Dan Nestle, the Leader of Communications and Corporate Responsibility at LIXIL Americas, to discuss aligning Employee Experience for a better Customer Experience. • Sustainability, water efficiency, and communicating purpose to employees all over the world • Employee experience (EX) as a part of a communications strategy • Employee engagement and drawing the line between work and play • EX and how it plays a role in...2023-03-2028 min
The CX Engine ShowEpisode 5 - How Community Helps CXWelcome to Episode 5 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, Shark and Brooke chat about: • The Importance of Community in CX • Customer Success/Help Center Capabilities • Social Platforms and Influencers • Growth and Acquisition • Community-led communities • Our CX Champion of the Episode • Our CX "Karen" of the Episode • and much more! Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. Find out more about Brooke...2023-03-0630 min
The Thrifty Marketer PodcastUnlocking the Power of Social Listening with Brooke B SellasIn this episode, I sit down with Brooke B Sellas, CEO of B Squared Media LLC, to discuss the importance of social listening in today's digital age and how businesses can leverage this tool to gain a competitive advantage. Brooke shares her expertise on various social media platforms and highlights the key strategies that businesses can employ to effectively monitor and analyze customer conversations, sentiment, and feedback. We explore the ways in which social listening can help businesses improve customer engagement, enhance brand reputation, and drive growth. Join us as we unlock the power of social...2023-02-2339 min
The CX Engine ShowEpisode 4 - Where SEO Meets CXWelcome to Episode 4 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX). On this episode, we welcome Melissa (Sciorra) Gravito, the Head of Global SEO at Gen (formerly NortonLifeLock and Avast), to discuss Search Engine Optimization and its impact moving forward on improving CX. Brooke and Shark dive deeper into the report with Jay and discuss: • The correlation between SEO and a better customer experience • What does an optimal customer experience like through through an SEO...2023-02-2025 min
The CX Engine ShowEpisode 3 - Chatting CX, GPT, Bots, and MoreWelcome to Episode 3 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas discuss some of the hottest topics and trends in Customer Experience (CX). On this episode, Shark and Brooke chat about: • Possible implications for Chat GPT within Customer Experience • FAQs and the importance of getting a customer's question right 100% of the time • How technology tools still complicate CX • The Future of Chatbots • Our Champion of the Week • Our "Karen" of the Week • and much more! Find out more about strategist and keynote speaker Kenneth "Shark...2023-02-0632 min
The CX Engine ShowEpisode 2 - Time to Win with CXWelcome to the Episode 2 of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX). On this episode, we welcome Jay Baer to discuss his "Time to Win: the 2022 Consumer Patience Study," a national research study measuring the impact of rapidity and responsiveness on consumer attitudes, purchases, and loyalty . Brooke and Shark dive deeper into the report with Jay and discuss: • The importance of speed in regards to CX • Convincing management to implement better response times • Questi...2023-01-2521 min
The CX Engine ShowEpisode 1 - Start Your CX EngineWelcome to the very first episode of "The CX Engine Show" where Kenneth "Shark" Kinney and Brook Sellas kick things off with discussing some of the hottest topics in Customer Experience (CX) including: How Shark and Brooke met Why CX matters to us Trends in 'cutting back' with 2 case studies including Frontier Airlines and Lush Our Champion of the Week Our "Karen" of the Week Unveiling our special guest for the next episode and a lot more! Find out more about strategist and keynote speaker Kenneth "Shark" Kinney HERE. Find out more about Brooke Sellas a...2023-01-0933 min
If You MarketCustomer Service as Content, with Brooke SellasIs your customer service helping your sales and marketing?This week on the If You Market podcast we talk with Brooke Sellas about using your customer service to create marketing content and drive sales.Brooke Sellas is the CEO & Founder of B Squared Media and Her marketing mantra is “Think Conversation, Not Campaign”, she wrote a book about it Conversations That Connect, she also teaches a Digital Marketing course at the University of California in Irvine. Learn more about your ad choices. Visit megaphone.fm/adchoices2022-11-221h 11
The Strategy Inside EverythingThe art (and science) of the conversation with Brooke SellasAuthor Brooke Sellas (she's still getting used to that descriptor) has been leading and measuring conversations for years. As CEO of B Squared Media, she's developed a model for metrics that have meaning and help organizations understand what is happening and why. Instead of generic measures linked to 'engagement' she reports on a return on conversation that has elasticity to better capture the needs of the particular organization, and those it is conversation with. Her book, Conversations That Connect, maps her creation of the model and how to best use it.
Find Conversations That Connect here: https://w...2022-11-1547 min
The Corporate Escapee175. Demystifying Social Media for Solo Entrepreneurs with Brooke Sellas
Connect with Brookehttps://twitter.com/BrookeSellashttps://www.linkedin.com/in/brookebsellashttps://bsquared.media/
2022-10-2644 min
The Business Storytelling Podcast542: How to have conversations that connect - a chat with Brooke SellasBrooke Sellas, author of "Conversations that Connect," joins me on this episode of "The Business Storytelling Show."
Join us to discover how to "convert through social media listening and social-led customer care," as she calls it in her book.
Check out my review of the book here and grab your copy: https://lnkd.in/diuNeHCr2022-10-2126 min