The EMPATH Framework for Human-Centered Social Media
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The EMPATH Framework for Human-Centered Social Media
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Let’s talk about what happens when we stop marketing to personas and start connecting with real people.
In this episode of the Social Media CX Podcast, I’m building on the framework Phil Treagus introduced last week and showing how we can bring those ideas to life in your social care strategy. From emotional insight to pattern recognition to cross-functional feedback loops, I’m sharing real-world ways we apply this approach at B Squared Media.
You’ll learn:
- Why personas fail to reflect true customer needs
- How to gather emotional clarity using AI + social listening
- How to tag conversations to surface pre-purchase intent
- How agent feedback becomes a secret source of CX gold
- How to build and maintain a Human Understanding Map
Whether you're trying to boost loyalty, prove ROI, or just elevate how your brand shows up on social, this episode delivers the clarity you need.
👉 Mentioned in This Episode:
- Listen to Ep. 35 with Phil Treagus: [Insert Link to Episode 35]
- Care Squared Training: https://bsquared.media/care
Let me know which part of EMPATH you’re already using (or struggling with). DM me or drop a comment on LinkedIn. Let’s compare notes!
Ready to future-proof your social care strategy? Let’s talk it out: https://bsquared.media/contact