MarketingProfs B2B Forum 2023

Conversations That Connect: How to Connect, Converse, and Convert Through Social Media Listening and Customer Care

October 5 - 5:00pm to 5:45pm

Pass Type: All Access Pass, Conference Only Pass, Livestream Pass

Session Type: Concurrent Session

Session Topic: Social Media


It doesn’t matter if you sell peanuts or planes, 95% of customers buy based on EMOTION. But when you look at most branded content on social media, all you see is boring content created using clichés and facts.

Join Brooke Sellas, author of Conversations that Connect, to discover how to mine your social media conversations to find new leads, understand brand sentiment, spy on your competitors, and add more to the bottom line using organic social media.

In this session, you’ll learn:

  • The flywheel, revisited: Why becoming customer-centric for growth through social media isn’t predicated on retention efforts alone—it includes acquisition/conversions, too
  • How to use the Social Penetration Theory: Consumers are starved for connection (not more content)—focusing on conversations that connect and convert means moving past content marketing tactics with predictable clichés and uninspiring facts, and engaging with audiences using feelings and opinions
  • CARE Squared: The five steps to operationalize social media customer care, and identify and measure the conversations happening around your industry, brand, and competitors—plus how to innovate sales and marketing with voice of customer (VoC) data

Brooke Sellas

Founder, CEO
B Squared Media

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