Mastering Social Media Customer Care: Strategies from Million- and Billion-Dollar Brands
58mBeginner2025-05-19
Authors
B Squared Media
Brooke Sellas
Course details
Explore the foundational principles of effective social media customer care in this course from B Squared Media. Learn to build strategies that align with your goals and your audience. Discover how to transform complaints into connection and engagement into advocacy using case studies from top brands to show you how. Master the CARE method—Conversation, Acquisition, Retention, and Engagement—to turn social into a revenue-driving channel. You’ll also uncover how to leverage social listening, tag for support/sales, and use Voice of Customer data to innovate. By the end, you’ll be equipped to deliver best-in-class social care, improve satisfaction, and grow brand trust and revenue.
Skills covered
Audio ContentCustomer Service SkillsSocial Media MarketingCustomer ServiceMarketing
Concepts
Introduction
- Mastering social media customer care
- Social care matters - Engagement, retention, and acquisition
The Foundations of Social Care
- How to use social care to connect with customers
- Principles of social media customer care
- Finding the right social care tools
Building a Social Care Strategy
- Understand your audience and build your social care strategy
- Build a customer strategy with the CARE method
- Align your social care goals with your business objectives
Operationalizing Social Media Customer Care
- Social media moderation vs. social media customer care
- Operationalizing social media customer care
Conclusion
- Master social care strategy and metrics