Most brands chase customer loyalty with clever copy, fast replies, or AI shortcuts. But let’s be real, if your customers don’t feel anything when they engage with you, you’re 100% replaceable.

In this Care Chat, I’m answering 5 of the most common questions I get about how to build emotional payoff into your social care strategy. We’re talking personalization beyond first names, human-sounding auto-replies, and listening for feelings—not just complaints.

If you’ve ever wondered how to make social CX unforgettable, this one’s for you.

🎯 Want to dive deeper into human-led, AI-powered social care? Take my LinkedIn Learning course.

🔗 Mentioned in This Episode:

• LinkedIn Learning Course: Mastering Social Media Customer Care

💬 Got a question or a hot take on social care? Drop it in the comments or DM me on LinkedIn to be featured in a future Care Chat!

If your social post gets a like, cool. But if it makes someone think, “This brand gets me,” now we’re talking emotional loyalty.

In this episode, I walk through Christina Garnett’s Brand Affinity Ladder and how to actually use it to write better social content. We’re moving beyond vanity metrics and into identity alignment—because that’s what keeps customers coming back.

I also share three strategic post prompts that help you speak your customer’s language of belonging and show you how to audit your last five posts for resonance, not just reach.

🔗 Mentioned in This Episode:

• Christina's Book (pre-order): Transforming Customer-Brand Relationships
• My new LinkedIn Learning course: Mastering Social Media Customer Care → https://bit.ly/B2LICare

If you’re ready to stop collecting followers like baseball cards and start creating real customer connection, this episode is for you.

🛠 Want to future-proof your brand’s social strategy? Let’s talk it out.

Your customer doesn’t need a faster reply, they need a real one.

In this episode, I’m breaking down exactly how to use your brand's social media replies to build trust, not just close tickets. You’ll learn the A Cubed method—Acknowledge, Align, Assure—which we use at B Squared Media to turn basic replies into emotional loyalty builders.

I’ll walk you through real examples, mistakes most brands are making, and a simple three-question audit you can do on your own social replies TODAY. If your brand sounds like a bot in the DMs, it’s time to change that.

We talk about:

• Why customers confuse being seen with being sold to
• The myth of loyalty and why it isn’t earned through discounts
• The role of community and social teams as your brand’s emotional frontline
• Real-world examples from Toast and HeyOrca that prove small moments = big impact

If you're tired of measuring success in vanity metrics or feeling like your CX work goes unnoticed, this is the wake-up call you’ve been waiting for.

🔗 Mentioned in This Episode:

• My book: Conversations That Connect
• Christina's Book (pre-order): Transforming Customer-Brand Relationships

🎯I teach the A Cubed method and the metrics to prove it inside Conversations That Connect. Grab your copy at B Squared Media or Amazon!