After 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 purpose

- Using AI to decode your engagement data

- Creative ways to drive loyalty and fun for local businesses

- Brooke’s philosophy on comments, replies, and ROI

👩‍💼Ready to bring this kind of clarity and candor to your next event? Book Brooke to speak: https://brookesellas.com

 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!

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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, results-driven engagement strategies on social media.

Together, they cover the critical questions every brand should be asking: Are you engaging with purpose? Do you know who your audience really is? And are you setting yourself up for success by aligning engagement with your business goals?

In this no-fluff conversation, Brooke and Kayla break down how social media engagement is about relationships, not reactions and why knowing your audience is the first (and most important) step. They also discuss the difference between proactive and reactive engagement, handling negative comments the right way, and why follower count means nothing if it doesn't support your bottom line.

What You'll Learn:

• Why engagement is more than responding to comments (and how to do it right)
• How to balance proactive vs. reactive engagement
• Why follower count isn't a KPI that matters (and what to track instead)
• How to align your social strategy with real business goals
• The role of consistency and time in driving engagement success
• Why knowing your target audience is essential before posting content
• How to tailor content and tone for different platforms and audiences

This episode is your reality check: Know your audience first, THEN engage.

 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!

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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 but mighty teams (yes, even a team of one!) can operate like a social media SWAT team.

Brooke walks through real-world strategies that don’t require big budgets or fancy tools—just a smart system and a heart for service. From setting up a mini command center with a spreadsheet to writing tone-perfect responses and proving your CX value with simple metrics, this episode is your permission slip to drop the overwhelm and build a social response strategy that works.

Whether you’re solo, scrappy, or just starting out, this episode will help you:

• Prioritize care tasks using urgency, not chaos
• Set up a low-cost social care system that actually works
• Write customer responses that sound human, not robotic
• Track metrics like response time and sentiment shifts to prove your value
• Use automation and autoresponders the right way (without sounding cold)
• Collect proof points for your own SWAT brag file

You don’t need a command center to make customers feel heard. You just need the right strategy—and this episode delivers it.