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:

1. Why most CX “strategies” aren’t actually strategic
2. The difference between process maps and journey maps
3. Who should really own customer experience (spoiler: it's complicated)
4. How tiny micro-moments either build or erode trust

CX 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:

1. Jeannie’s new book → Experience Is Everything
2. Download the 2026 State of Social Care Report
3. Jeannie’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:

1. Why ownership models alone don’t predict success
2. What high-performing brands are doing differently
3. The real value of social listening (and why many orgs miss it)
4. A simple framework to reveal where your approach might be stuck

If you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.

Mentioned In This Episode:

1. Download the State of Social Care Report 2026
2. Paige Walker on social listening

Let’s Settle This:

In an ideal world, who should lead social care?

1. Marketing
2. Customer Experience
3. Support
4. A cross-functional team

Ownership 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:

1. The top reason customer insights never spark change
2. Why dashboards don’t drive decisions (and what does)
3. A simple weekly practice that transforms your entire CX strategy
4. How to know if your org is ready to scale social care with impact, not just output

If you’re stuck playing defense or overwhelmed by volume, this episode is for you.

👉 Download the State of Social Care Report + 2026 Playbook

We’ll benchmark your current social care program against the maturity framework from the report.

📊 Request a Social Care Audit

—

🧠 Mentioned in This Episode:

1. 2026 State of Social Care Report
2. Conversations 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:

1. State of Social Care Report 2026
2. Free 30-min strategy consult
3. Leave a review if this hit home
4. Dive 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:

1. 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:

1. 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:

1. Lead with empathy instead of instructions
2. Mirror energy like a human, not a system
3. Add just the right amount of brand personality
4. Close conversations in a way that builds trust
5. Use the “Read It Out Loud” Rule to pass the human check

Plus, 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:

1. eBook: Social Media Customer Service for Beginners
2. Rate 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.