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Making the Fan
Turn casual customers into faithful fans. And employees into evangelists.
A dynamic show with different formats designed to help you grow average revenue per customer (ARPU) and reduce customer churn.
Casual conversations with host David Millay and the best brand marketers and operators in the world. Scientific breakdowns of tribes, trends, theories and tests (brand case studies). And idea brainstorms with recurring guests, like Christina Garnett, Troy Hidduke Campbell, and Kaila Pettis.
Making the Fan
Cultivating Meaningful Conversations Through Social w/ Brooke Sellas
In today’s episode, David Millay and Katie Rudy are joined by Brooke Sellas, Digital Customer Experience Specialist and CEO of B Squared Media. With more than 15 years of marketing experience and 10 in social media management, Brooke recently authored a new book, "Conversations That Connect." We dive into several tactics and strategies from the book, demonstrating the value of social media listening to connect with, converse with and convert customers.
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Show Notes
2:52 The CF Community Bar Crawl
7:12 Social Penetration Theory
8:52 Social Cliches
10:40 Getting and Giving Opinions
13:55 Sharing Brand Feelings
18:06 Embracing AI in Marketing
19:13 Demonstrating Brand Values and Personality
29:03 Conversations That Connect
31:07 Digital Customer Journey Flywheel
34:11 Attribution Models
35:31 Social Led Customer Care and Social Media Listening
40:38 Preparing for Primarily Social Media Customer Service
45:10 SEO is not dead
46:36 Acquiring New Customers through Social Listening
50:27 Social Media Manager Role Clarity
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For more information on the topics that we covered today:
Read Conversations That Connect
Check out Brooke’s work at BSquared.Media
Follow Brooke on Twitter or LinkedIn
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay