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!

What if your brand stopped chasing loyalty through clever copy and convenience—and started creating identity-aligned experiences instead?

In this episode, I sit down with my brilliant friend Christina Garnett—Fractional Chief Customer Officer, CX strategist, and author of the upcoming book Transforming Customer-Brand Relationships. Together, we unpack why emotional connection is your most underused growth strategy.

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:

• Christina's Book (pre-order): Transforming Customer-Brand Relationships
• Toast’s "It’s the Little Things" Campaign: Surprising The Puddery or Amici Chicago
• Connect with Christina Garnett on Linkedin

🎯 Get the Mastering Social Media CX Course for 60% off — use code SCX at checkout → https://bit.ly/SMCXcourse

This one’s for every marketer stuck between corporate red tape and social content that’s, well… silent. In this episode, I respond to a note from Marion — a B2B pro caught in a swirl of approval layers and stiff content rules. We break down how to:

• Deal with leadership fear of "being human" on social
• Turn internal wins into conversation starters
• Prove the ROI of behind-the-scenes and low-barrier content
• Pitch a content pilot without asking for permission to rebrand the whole thing

Whether you're in B2B tech, manufacturing, or any "boring" space (psst: you're not boring), this is your permission slip to stop the scroll with real stories.

👉 Want help making content that connects? Join my free course: Creating Conversational Content that Connects

Stop Chasing Trends. Start Leading Culture.

You’ve seen the ick. Brands trying too hard to be cool — hopping on memes, dropping TikTok audio, and leaving their audience wincing.

But here's the thing: 93% of consumers want you to participate in the cultural conversation. The catch? Only 27% believe trend-hopping works beyond 48 hours.

In this solo episode, I'm breaking down how your brand can show up with cultural fluency — not forced trend-chasing. We’ll cover what actually makes brands stand out in 2025, how to build a culture radar, and why your community doesn't care about polish — they care about presence.

If you're ready to ditch the cringe and create content that connects, this one's for you.

🧠 Inside this episode:

• The stats behind cultural relevance in 2025
• 3 tactical shifts to build cultural fluency
• Why “engagement” is not a vanity metric — it’s velocity
• What to post instead of trend templates
• Why your brand voice might need a glow-up

🗣️ Mentioned in this episode:

• Sprout Social 2025 Index
• Blog Post: What Is Social Media Engagement Velocity? (And Why You Should Care)

📬 Wanna turn casual connections into raving fans?

Join my Lost to Loyal newsletter — your monthly guide to mastering social media care and creating unforgettable customer experiences. I’ll send you actionable tips, proven strategy, and the latest trends straight to your inbox.

👉 Sign up here

“White-glove care doesn’t require a massive team. It requires the right team, the right tools, and a commitment to connection.”

Is your team running on fumes while trying to deliver top-tier social care? In this episode, I’m breaking down what “white-glove” really means in 2025 — and why it doesn’t have to mean over-the-top or over-budget.

You’ll learn:

• Why fast + human is the new baseline for social care
• How labeling conversations as acquisition vs. retention changes everything
• Three systems every team needs to scale without sacrificing sanity
• Why “time to empathy” might be your most overlooked CX metric

If you’re tired of chasing comments, missing DMs, and watching your team burn out — this one's for you.

🎓 Ready to future-proof your social care strategy? Get 60% off the online course Mastering Social Media Customer Care using the code SMCX at checkout.

Mentioned in This Episode:

• Sprout Social Index 2025
• Learn more about Sprout Social
• Blog Post: How to Analyze Buying Intent from Social Media Engagement

What’s Inside:

[00:00] White-Glove Social Care is not just about speed or empathy — it’s both

[01:57] Why white-glove doesn’t mean luxury anymore

[03:04]  A system you can use to scale (without zapping your team)

[03:27]  Step One: Label all of your social media conversations

[04:23]  Step Two: Build out escalation workflows.

[05:14] Step Three: Create a Smart Schedule

[05:49] Ad: 60% off Mastering Social Media Customer Care Online Course

[06:34] Why tone-matching and empathy training matter more than ever

[07:53] Engagement isn’t a vanity metric — strategy is the issue

[09:25] Rapid fire: what to stop, start, and rethink in 2025

[10:10] Final word: Your brand shouldn’t just be seen, it should be felt

Is your social media team focused on vanity metrics and viral trends — or building real customer loyalty?

In this episode, I sat down with Steph Hermanson from Sprout Social to unpack what was reported in the 2025 Sprout Social Index — and spoiler alert: it’s not more content.

We dug into fresh insights from the latest Sprout Social Index, revealing:

• Why 73% of customers will bounce to a competitor if you don’t respond on social
• The difference between community management and true social listening
• How overproduction is killing ROI (and what to do instead)
• What “white glove social care at scale” actually looks like
• How brands are leaving revenue on the table by ignoring care data

If you’re still measuring followers and hoping for viral wins, this one’s a wake-up call. And if you're ready to stop guessing and start connecting, don’t miss this convo.

👉 Join my Lost to Loyal newsletter to get more CX and social media strategy insights like this every month.

Resources Mentioned:

Content Jam: https://www.contentjam.com/

2025 Sprout Social Index: https://sproutsocial.com/insights/index/

Connect with Steph Hermanson on LinkedIn: https://www.linkedin.com/in/stephanienissen/