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 design
• How platform differences impact brand perception
• Why vertical video is essential, even on LinkedIn
• Joshua’s behind-the-scenes “burner account” strategy for testing
• The power of clean thumbnails, visible logos, and consistency across posts

This 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 Guide
• Rev.com
• Joshua on LinkedIn
• Joshua on Instagram
• Tell Me Why with Josh & Ciara
• LinkedIn 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 loyalty
• 3 tactical ways to operationalize gratitude without a huge budget
• What brands like Chewy, Zappos, and JetBlue teach us about thank yous
• How to use AI to make gratitude more human, not less
• My 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.

• Brooke Sellas’ book → Conversations That Connect
• Convince & Convert → How 56% of Loyal Customers Are Born

Ever feel like your social feed is full of noise? In this episode, I’m breaking down how to cut through that chaos and extract the signal—the emotions, the expectations, the hidden stories your audience is actually trying to tell you.

We’ll talk about:

• Why your customers are already writing your next campaign brief
• A simple framework to turn insights into impact
• How a healthcare client turned competitor complaints into a breakthrough campaign
• Why AI struggles with tone (and how to prompt it better)

Plus, I’ll give you three prompts you can take straight to your listening dashboard or AI tools.

🎧 Mentioned in this episode:

• Download the Social Listening Workbook (free!)
• Love the show? Drop a quick review: ratethispodcast.com/smcx

🧠 Remember: Listening gives you the truth, but storytelling gives it traction.