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 about why good CX often feels invisible, how small issues turn into public escalations, and why consistency matters more than any big viral moment.We also get into what’s really behind most customer complaints (it’s usually not the product), and how quickly things can spiral when no one responds.Mentioned:Connect with Rani: https://www.linkedin.com/in/rani-parkinsonSocial Care Weekly: https://bsquared.media/newsletterLearn more in the State of Social Care Report (2026): https://bsquared.media/the-state-of-social-care-2026

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 tend to break down.It’s usually not one big failure. It’s gaps in how teams operate, how decisions get made, and how customer signals actually get used.This episode is a look at what’s behind that—and what separates teams that stay reactive from the ones that don’t.In this episode:Why most brands are still getting wrong about customer relationshipsThe real reason customers escalate (and why it’s usually not about anger)How disconnected systems create broken experiencesWhere AI is helping—and where it’s making things worseWhy listening to customers isn’t enough (and what to do instead)The difference between reactive vs controlled CXWhat metrics that actually matterMentioned:State of Social Care Report (2026): https://bsquared.media/the-state-of-social-care-2026 Ep. 61 with Tyler Stambaugh: https://www.youtube.com/watch?v=jfBpi7AY7nI Ep. 62 with Katie Robbert: https://www.youtube.com/watch?v=yIEwppGapcY Ep. 63 with Lisa Martin: https://www.youtube.com/watch?v=S8nfxpGW7Ec Ep. 64 with Scott Lee Holloway: https://www.youtube.com/watch?v=MqmaCVTZglY 

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 human support still matters most, especially in a trust-heavy industry like financial services.If you’ve ever wondered what it takes to move from collecting feedback to actually using it, this conversation breaks it down.You’ll hear about:Why most customer feedback never turns into anything usefulWhat you’re missing if you’re only looking at dashboardsHow customer insight actually reaches leadershipThe tension between AI efficiency and human supportWhat breaks trust faster than most teams realizeMentioned:Connect with Scott on LinkedIn: https://www.linkedin.com/in/scottleehollowayAPS Bank: https://www.apsbank.com.mt Interested In More?Download the State of Social Care 2026 Report: https://bsquared.media/the-state-of-social-care-2026

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 hard to build?Lisa brings her signature blend of scientific rigor and journalistic clarity to the conversation, and she doesn't hold back.In this episode, you'll learn:Why most AI initiatives fail to deliver ROI — and what leaders are getting wrong about use case selectionHow AI is fundamentally changing the trust equation in public, customer-facing channelsWhat "human in the loop" oversight actually looks like in practiceThe non-negotiable guardrails CMOs should insist on before scaling AI in social and digital channelsWhy transparency and accountability aren't just compliance checkboxes — they're growth strategiesWhat some big brands are doing right (and why they're still the exception, not the rule)The three metrics leaders should be measuring beyond cost savings and automation ratesHow to push back internally when AI rollouts feel rushedConnect with Lisa Martin:X/Instagram: @LisaMartinMediaLinkedIn: https://www.linkedin.com/in/lisamartinmedia/Website: https://www.lisamartinmedia.com/Podcast: CMOs Unscripted (https://podcasts.apple.com/us/podcast/cmos-unscripted/id1817565884)Interested in More?Download The State of Social Care 2026 Report (https://bsquared.media/the-state-of-social-care-2026)Rate & review the show: RateThisPodcast.com/SMCX

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 series, Katie shares how she handled the situation and why responding with empathy instead of defensiveness turned a potential reputation crisis into a trust-building moment.Mentioned:Trust InsightsKatie Robberts on LinkedIn SparkToro study on AI visibilityRate the Podcast:If you’re enjoying the show, we’d love your feedback. Leave us a quick rating or review at: ratethispodcast.com/smcx

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 are training customers to expect incentives instead of value.In this episode:👉Why retention feels “emotionally distressing” for founders👉How discounting creates transactional behavior👉The “Pavlov’s dog” trap in e-commerce👉The 80/20 rule in customer revenueIf CX is under pressure right now, retention is where that pressure shows up first.Mentioned:Magnetiq Tyler Stambaugh on LinkedIn

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 starts replacing empathy.Make sure you’re subscribed so you don’t miss it.Leave a Review:Found this helpful? Leave at a review at ratethispodcast.com/smcx

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 episode, we break down the signals that help leaders understand whether social is influencing acquisition and retention—not just activity.Mentioned in this Episode:Download the 2026 State of Social Care Report Leave a Review:Enjoying the show? Leave a quick rating and help us reach more CX leaders: ratethispodcast.com/smcx

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 your social team is being measured by engagement but handling service issues, this one’s for you.Mentioned in This Episode:The State of Social Care Report 2026Leave a Review:Enjoying the show? Leave a rating at ratethispodcast.com/smcx to help more leaders find their way to better social care.

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 strategicThe difference between process maps and journey mapsWho should really own customer experience (spoiler: it's complicated)How tiny micro-moments either build or erode trustCX is tested in real time, by real customers, in messy, unplanned moments. And social media is one of the first proving grounds.Mentioned in This Episode:Jeannie’s new book → Experience Is EverythingDownload the 2026 State of Social Care ReportJeannie’s company → Experience Investigators

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 successWhat high-performing brands are doing differentlyThe real value of social listening (and why many orgs miss it)A simple framework to reveal where your approach might be stuckIf you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.Mentioned In This Episode:Download the State of Social Care Report 2026Paige Walker on social listeningLet’s Settle This:In an ideal world, who should lead social care?MarketingCustomer ExperienceSupportA cross-functional teamOwnership debates can stall progress. If you could design your team from scratch, who would lead social care—and why?Rate This Podcast:If this sparked a new idea or uncovered a blind spot, leave a review at ratethispodcast.com/smcx. We read (and celebrate) every one!

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 changeWhy dashboards don’t drive decisions (and what does)A simple weekly practice that transforms your entire CX strategyHow to know if your org is ready to scale social care with impact, not just outputIf you’re stuck playing defense or overwhelmed by volume, this episode is for you.👉 Download the State of Social Care Report + 2026 PlaybookWe’ll benchmark your current social care program against the maturity framework from the report.📊 Request a Social Care Audit—🧠 Mentioned in This Episode:2026 State of Social Care ReportConversations That Connect by Brooke Sellas🎧 Enjoyed this episode? Rate & review here: ratethispodcast.com/smcx

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 our upcoming State of Social Care Report.Mentioned in This Episode:State of Social Care Report 2026Free 30-min strategy consultLeave a review if this hit homeDive into the blog here

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 pull back the curtain on our upcoming State of Social Care Report 2026—why we skipped 2025, what’s changed, and how the best brands are using social care to close the experience gap.🔗 Mentioned in This Episode:Rate the Show: ratethispodcast.com/smcx👉 If this episode shifted your thinking about CX, social media, or brand trust, please subscribe, share it, and leave a review at the link above!

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 usually keep hidden.We’re closing the door on one version of the podcast… so we can build a braver one together.Mentioned in this Episode:Learn more about B Squared Media

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’ll learn how to:Lead with empathy instead of instructionsMirror energy like a human, not a systemAdd just the right amount of brand personalityClose conversations in a way that builds trustUse the “Read It Out Loud” Rule to pass the human checkPlus, I’m sharing real before-and-after examples and an action step that will majorly shift how your brand sounds online.Mentioned in This Episode:eBook: Social Media Customer Service for BeginnersRate the podcast

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 evaluate trust at every layer of a brand’s social presence. We call it Signal Strength—and it focuses on the three categories of signals that matter most: visual, behavioral, and consistency.You’ll also get a five-point audit you can run today to check how your brand is showing up. Not just what you’re saying, but what your audience is actually seeing and feeling.Mentioned in This Episode:Sign up for Social Care Weekly How to Optimize Social Media Content for Better Customer CX If this episode challenged your thinking, leave a review → ratethispodcast.com/smcx It helps more social and CX leaders discover the show.

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 level up your posts and your CX.We’re not just talking about engagement here. We’re talking about empathy, accessibility, and real alignment between your brand and your audience.Plus, I share:The tools we use to format and optimize across platformsThe #1 question I ask when auditing contentA reminder that your audience feels your lack of intention🔗 Mentioned In This Episode:Talk-Worthy Content (Free Course) How to Optimize Social Media Content for Better Customer CX with Joshua McGee CanvaDescript👀 Want to see how your content really performs?Run the 5-point audit and let me know what you uncover. DM me or tag @bsquared.media with your biggest takeaway.Subscribe, review, and share if this sparked something for you! And as always: Think Conversation, Not Campaign.™

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 cover:What most brands miss about content designHow platform differences impact brand perceptionWhy vertical video is essential, even on LinkedInJoshua’s behind-the-scenes “burner account” strategy for testingThe power of clean thumbnails, visible logos, and consistency across postsThis episode is for marketers and social media teams who want content that not only performs—but proves you care.Mentioned In This Episode:Sprout Social’s Social Media Size GuideRev.comJoshua on LinkedInJoshua on InstagramTell Me Why with Josh & CiaraLinkedIn Learning: Mastering Social Media Customer Care📞 Ready to rethink your social care? Book a brainstorm → https://bsquared.media/contact 

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. You’ll also learn how AI can support gratitude without sounding robotic (yes, really!).In this episode:Why engagement is gratitude—and how it fuels loyalty3 tactical ways to operationalize gratitude without a huge budgetWhat brands like Chewy, Zappos, and JetBlue teach us about thank yousHow to use AI to make gratitude more human, not lessMy favorite client example using a “gratitude database”🎁 Your CX Challenge This Week:Say thank you to a customer, colleague, and community member—then track what happens. Gratitude builds trust and trust builds retention.Mentioned in This Episode:Brooke Sellas’ book → Conversations That Connect Convince & Convert → How 56% of Loyal Customers Are Born