Inside King Arthur Baking’s Customer Experience Playbook
Description
What do a digital engagement pro and a 200-year-old flour company have in common? Turns out, a lot. In this episode of the Social Media CX Podcast, I chat with Ben Rapson, the mastermind behind King Arthur Baking’s award-winning social strategy.
We dig into why King Arthur focuses on delivering "knowledge and inspiration" on social, rather than selling. Ben shares how their customer care team responds 7 days a week, how they’ve built a pun-filled, personality-driven brand voice, and why embracing amateur content is a strength, not a flaw.
You’ll also hear how they track success across UGC, their annual Recipe of the Year, and even their emotional connection to baking trends.
🔗 Mentioned in This Episode:
- King Arthur Baking Company
- Follow King Arthur on Threads
- Follow King Arthur on Instagram
- King Arthur Baker’s Hotline
- Recipe of the Year: Big & Bubbly Focaccia
Social Tools Mentioned: Sprout Social and Hootsuite
United States
