Ever 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.

✅ How to personalize your brand’s responses without sounding robotic

💡 The neuroscience behind tone matching and “digital body language”

📣 Why proactive commenting works—and how to do it without hijacking conversations

🔍 The difference between helpful visibility vs. promotional noise

🧠 Real examples of brands that get it right (and what to avoid if you’re not Duolingo)

If you’re looking to actually connect through social CX, this episode is packed with practical tips to help your brand feel more human online.

Resources

Are 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. And just for you, my podcast listeners, you get an exclusive 60% off when you use the code SMCX at checkout.