As featured on LinkedIn Learning,
now available directly from B Squared Media!
Stop posting.
Start connecting.
The Social Care Playbook teaches you the CARE Method — the framework the world’s top brands use to turn social media into a customer retention engine.
5 modules. 13 lessons. 1 hour of video. $97, one-time. Lifetime access.
The Social Care Playbook
About This Course
You may have seen this course on LinkedIn Learning. Now you can get it directly from the source — with the full B Squared Media ecosystem behind it.
Your social channels aren’t a publishing platform. They’re a service desk — and how you show up there directly impacts trust, loyalty, and revenue.
In this course, you’ll learn how the world’s top brands use social media not just to respond, but to retain. Using B Squared Media’s proprietary CARE Method — Conversation, Acquisition, Retention, and Engagement — you’ll build a social care strategy that turns complaints into connection and engagement into advocacy.
What’s Inside
What You’ll Walk Away With
- A clear framework for transforming your social channels into a customer experience powerhouse
- Proven strategies from million- and billion-dollar brands you can apply immediately
- The CARE Method — your blueprint for using social to drive revenue, not just responses
- Social listening and Voice of Customer tactics that fuel innovation
- Confidence to pitch a world-class social care program internally — and get buy-in
- The ability to operationalize social care across five key pillars: Process, Workflows, Conversations, Analysis, and Innovation
Who This Course Is For
This course was built for the people responsible for how brands show up for customers on social — regardless of what their title says.
- Social media managers and community managers who are managing more than just content
- Customer experience (CX) and customer care professionals expanding into social channels
- Communications and PR professionals who need a social care framework that protects brand reputation
- Digital marketers and marketing leaders who want social to drive retention, not just reach
- Enterprise, financial services, fintech, and regulated industry teams where compliance, trust, and response quality are non-negotiable
Why It Works
This isn’t theory. It’s the same methodology B Squared Media has used to achieve zero client churn over eight years working with enterprise and financial services brands.
Most social media courses teach you how to grow an audience. This one teaches you how to serve one. The Social Care Playbook is built exclusively around social care and customer experience — not content strategy, not follower growth, not ads.
It’s the only course of its kind built on a proprietary framework used by brands doing millions — and billions — in revenue.
You’re in the right place if:
- You’re managing social media and expected to handle customer care too
- Your brand gets inbound questions, complaints, or support requests on social — and you want a system for handling them
- You want to make the business case for social care to your leadership team
- You’ve been “doing” social care but you’re not sure if you’re doing it right
Sound good? Cool. Let’s do this.
About Your Instructor
Brooke B. Sellas is the Founder of the “Conversation Company” — better known as B Squared Media. She’s been in the social media space since 2010 (🧓🏻), so if you’re looking for someone with the most social media CX experience, look no further.
Brooke Sellas’ Work Has Been Featured & Seen In
Since 2010, Brooke has offered one-on-one consulting or group trainings on social CX, achieving lofty goals for organizations that include:
- Working with brands to stand up a meaningful social media presence
- Building a social media customer service program that gets results for million and billion-dollar brands
- Working with marketing, social media, sales, product development, customer/member experience, customer support, and the C-suite to develop lucrative social media support systems
- Reviewing thousands of social media conversations and large, digital customer support programs (and giving countless hours of personal feedback)
But more importantly, through her time on stage and podcasting, Brooke has taught thousands of people just like you how to connect, converse, and convert with social media CX.
She’s intimately familiar with what works and what doesn’t because she’s been there. Because she’s a practitioner. She’s been ‘boots on the ground’ with clients putting our processes to the test, not just acting as a consultant from the side.
And she really wants to do that for you.
Stop Managing Social. Start Owning It.
One course. One framework. One hour. Everything you need to transform how your brand shows up for customers on social. $97 — one-time payment. Lifetime access. No subscription required.
Frequently Asked Questions
The CARE Method is B Squared Media’s proprietary framework for turning social media into a revenue-driving customer experience channel. CARE stands for Conversation, Acquisition, Retention, and Engagement — four pillars that work together to transform how brands show up for customers on social.
Most social media courses teach you how to grow an audience. This one teaches you how to serve one. The Social Care Playbook is built exclusively around social care and customer experience — not content strategy, not follower growth, not ads. It’s the only course of its kind built on a proprietary framework used by million- and billion-dollar brands.
This course is for social media managers, community managers, CX professionals, communications professionals, digital marketers, and marketing leaders who manage or influence how their brand shows up for customers on social. It’s especially valuable for teams in enterprise, financial services, fintech, and regulated industries where response quality, compliance, and brand trust are non-negotiable.
Yes — and it was built with you in mind. B Squared Media specializes in social care for financial services and enterprise brands. The frameworks, examples, and strategies in this course reflect the unique compliance, risk, and trust requirements of regulated industries.
The Social Care Playbook is approximately one hour of video content across 13 lessons and 5 modules. It’s self-paced, so you can work through it on your own schedule — in one sitting or spread across a week.
Yes — this is the same course previously featured on LinkedIn Learning, where it earned a 4.8 out of 5 star rating with zero ratings below 4 stars. It’s now available exclusively and directly from B Squared Media, with the full B Squared ecosystem behind it.
After completing The Social Care Playbook, you’ll be able to build a social care strategy aligned to your business goals, apply the CARE Method to every customer interaction on social, use social listening as an audience research tool, make the business case for social care to leadership, and operationalize your program across five key pillars.
Moderation is reactive — it’s reviewing, managing, and flagging content on your channels. Social care is proactive — it’s responding with intention to the specific needs, questions, and pain points of your current and would-be customers. Most brands are doing moderation and calling it social care. This course shows you the difference and how to close the gap.
The Social Care Playbook is $97 — a one-time payment for lifetime access to all 13 lessons, plus any future updates. No subscription required.
Get Your FREE Personalized Social Media Roadmap!
You need social media management, social care, listening, or paid ads – but not sure where to start? Let us help you optimize your social media strategy. Click here to get your free personalized roadmap!
Ready to Build a Social Care Program That Actually Works?
Your customers are already on social. They’re already asking, venting, and deciding. The only question is whether your brand is ready to meet them there — with intention, with a system, and with the framework that turns every interaction into an opportunity. Questions? Email brooke@bsquared.media.
Social media customer care — also called social care — is the practice of responding to customer questions, complaints, and support needs through social media channels. Unlike traditional customer service, social care happens publicly, in real time, and at scale. Done well, it builds trust, reduces churn, and drives revenue.