RESOURCES
BOOK BROOKE
DOWNLOAD THE FIRST CHAPTER
In Conversations That Connect, Brooke Sellas explains how she’s helped billion-dollar brands in consumer goods, finance, retail, and other industries connect with the online communities that discuss, influence, and buy their brands. Like all meaningful connections, it starts with genuine conversations – knowing how to listen, share feelings, and offer opinions (yes, even as a company!) – and that builds relationships and leads to effective social media management.
- Teams, not tech. Bots are awesome…until they’re not. Without humans, things go haywire. Sellas will explain why her strategy of “teams, not tech” is essential to harnessing the power of automated response systems.
- Customer Care is not a cost center. Sellas shows how social-led customer care leads to not only customer retention and loyalty, but can also increase acquisition and conversion through organic social media efforts.
- Compelling case studies. Throughout the book, Sellas gives you real world examples of success (and a few scary stories to learn from!). Including how her B Squared Media team helped one client improve customer support response times by 3,278%, including a 2229% increase in complaint handling. Yes, really.
SOCIAL MEDIA CX
Browse the latest episodes
SOCIAL MEDIA CX: The social media customer care podcast for brands who listen.
Join Brooke as she takes you behind the scenes of social media customer experience with expert guests from brands like Ritz-Carlton, Organic Valley and King Arthur Baking. Each episode is packed with insights about social media marketing, actionable social media care strategies, and the bottom-line impact of social media listening.
RESOURCES
A FEW OF OUR FAVORITE THINGS! LET ME KNOW WHICH ONES WORK BEST FOR YOU!
SOCIAL LISTENING WORKBOOK
We teamed up with our partner, Sprout Social, to design a workbook that will guide social media marketers through social media listening. Real world examples, exercises and step-by-step instruction. (The book was designed to complement my book Conversations That Connect. Grab that too, to level up your listening.)
CONVERSATIONS THAT CONNECT
Grab chapter one of my book on social media intelligence and social media listening. I mean–feel free to pick up the whole book on Amazon. But, download this for a quick intro about how I turned a pub crawl into a viral social media event. (Ok, this was early Facebook, it was easier then).
SOCIAL MEDIA CUSTOMER CARE FOR BEGINNERS
Social care is more than social media management. It’s not about just responding to likes and putting out fires. It’s about listening to customers and hearing opportunities and connecting a community that converts. Learn how we do it for billion-dollar brands.
COMING SOON - LINKEDIN COURSE
I’m thrilled to be a LinkedIn Instructor! My courses come out soon. Sign up below to be the first to know when it goes live.