Episode Details

What if your next sale is hiding in your Instagram comments? This week on the podcast, I’m diving into social listening and social care with the brilliant Brooke Sellas, founder of B Squared Media and host of the Social Media CX Podcast.

We get into the real reason you need to respond to those “Do you ship to ___?” questions—and how your answers could be the tipping point for someone making a purchase.

Brooke shares practical, no-cost ways small business owners can start using social media conversations to reduce churn, support sales, and improve customer experience (without hiring a whole new team).

If you’re feeling overwhelmed by all things social, this episode is packed with human-first strategies you can actually use.

🔗 Mentioned in This Episode:

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3. B Squared Media
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7. Brooke’s new LinkedIn Learning course
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Let me know what stood out to you from this episode over on Instagram @resilientretailclub!

Don’t forget to rate, review, and subscribe—and tag me when you’re listening!

Timestamps:

[00:00:00] What your customers say that you might be overlooking

[00:03:32] What social listening actually means

[00:05:46] Gen Z and millennials shop differently—here’s how

[00:07:56] People expect replies outside of 9-5. Now what?

[00:10:32] The questions buyers are asking that you might be overlooking

[00:11:46] Social listening that drives sales

[00:13:41] What to do with negative feedback

[00:17:20] A real-world example of social listening driving sales

[00:20:19] Your competitors reviews are full of clues

[00:22:23] The free focus group you’re probably not using

[00:24:00] One simple way to start social listening

Mentioned in this episode:

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