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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

0. Introduction

01 - Mastering social media customer care
02 - Social care matters - Engagement, retention, and acquisition

1. The Foundations of Social Care

03 - How to use social care to connect with customers
04 - Principles of social media customer care
05 - Finding the right social care tools

2. Building a Social Care Strategy

06 - Understand your audience and build your social care strategy
07 - Build a customer strategy with the CARE method
08 - Align your social care goals with your business objectives

3. Operationalizing Social Media Customer Care

09 - Social media moderation vs. social media customer care
10 - Operationalizing social media customer care

Conclusion

11 - Master social care strategy and metrics