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from lost to loyal

How to Make It Right When CX Goes Wrong

A selection of past issues of the newsletter you might have missed. Want more content from award-winning customer marketing strategist and social care practitioner Brooke Sellas? Subscribe now!

Social media customer experience emails worth opening.

Receive our monthly newsletter, From Lost to Loyal: How to Make It Right When CX Goes Wrong, fresh from the social sphere and full of social swag, delivered to your inbox.

lost to loyal 32

Volume 1

Making It Right When CX Goes Wrong

  • Should I focus on retention or acquisition with my social media efforts?
  • Acquiring customers with social media
  • The future of CX & social media
Read Now!
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Volume 2

Digital Natives

  • Age Isn’t just a Number, It’s a Lifestyle
  • Digital Transformation Isn’t a Digital Native’s Goal
  • How to Market to Digital Natives
Read Now!
lost to loyal 29

Volume 3

Social Media's Impact on Emotional Connection

  • CX alone isn’t enough
  • Customer Science, FTW
  • It will take more emotion to win
  • Social media packs an emotional punch
Read Now!
lost to loyal 9

Volume 4

The Era of the Faceless Brand is Long Gone

  • Opportunity Missed
  • Peeling The Onion
  • Faceless Brands Will Fail
  • Meeting the Challenge Head-On
  • Humanizing our Digital Interactions
Read Now!
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Volume 5

2024 Digital CX Trends

  • 3 Hot Digital CX Trends for 2024:
    1. Social Media CX
    2. Hyper-Personalization
    3. The Rise of AI in CX
  • The Future of Social Care
  • A sneak peek at our new Social Media Mystery Shop
Read Now!
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Volume 6

Your 2024 Blueprint for Building a Dopamine Machine for the New Era of Social Media Engagement

  • Social Media Is Dead!
  • Social media engagement isn’t extinct; it’s evolved.
  • The Resurgence
  • Building Your Dopamine Machine
  • Content Pillars to Feed the Machine
Read Now!
lost to loyal 19

Volume 7

Inflation! Shrinkflation! Recession or no recession?

  • Impact on Brand Image and Customer Perception
  • Strategies for Pricing Models
  • B Squared Media’s 12th Birthday Giveaway!
Read Now!
lost to loyal 30

Volume 8

Should You Consider Concierge-Level Support for Your Customers?

  • Benefit #1: Increased Customer Satisfaction
  • Benefit #2: Higher Conversion Rates
  • Benefit #3: Stronger Customer Loyalty
  • Bonus Benefit #4: Get Personal with Chatbots & Tools
Read Now!
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Volume 9

How to Safeguard Your Brand and Delight Customers

  • Prioritize Based on Severity
  • Triage: Create a Clear Escalation Process
  • Train Your Teams Effectively
  • Speed Matters!
  • Collaborate Across Departments
  • Use the Right Tools
Read Now!
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Volume 10

From Escalations to Enthusiasts: Turning Complaints Into Brand Advocates

  • Respond with Speed and Empathy
  • Celebrate Your Wins Publicly
  • Turn Negatives into Positives
  • Encourage UGC (User-Generated Content)
  • Leverage Influencers… From Your Own Customers
Read Now!
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Volume 11

Customers Demand Personalization (and FAST!)

  • Customers expect personalized responses
  • Brands must offer humanized, real-time responses
  • Sneak peek at our Tactical Guide to Getting Started with Predictive Analytics
Read Now!
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Volume 12

2025’s CX Playbook: Turn Predictions into Action

  • Create Human-Centered, Data-Backed Experiences
  • Make Data Work for You: Simple Steps to Start Today
  • How to Shine During the Holiday Season
  • The Future of CX Is Now
Read Now!
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Volume 13

Is Your Social CX Strategy Missing This Key Channel?

  • Why Social Media Customer Care Matters
  • How to Elevate Your Social Media Customer Care
  • Other Trends Shaping Social Customer Care in 2025
  • Is SMS Your New Superpower?
Read Now!
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Volume 14

This Trend Is Quietly Costing Social Media Pros Big-Time

  • 72% of Customers Want Immediate Service
  • Customers are increasingly turning to social as their first stop, not their last.
  • Learn what you can do TODAY to get ahead.
Read Now!
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Volume 15

Here's Why You’re Getting Social Engagement (But Losing Buyers)

  • Conversation isn’t the finish line; it’s the on-ramp to conversion
  • Steal our “ENGAGEMENT TO CONVERSION” Framework
  • How to use the C.A.R.E. Method™
Read Now!
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Free Resources
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  • FREE Social Listening Workbook
  • “Conversations That Connect” Marketing Book
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  • Social Media Marketing Research & eBooks
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  • Lost To Loyal: Our Newsletter
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Free Consultation

Social Care Weekly

Written by award-winning strategist Brooke Sellas, this weekly 5-minute power-up will help you turn social interactions into loyalty, retention, and revenue.

Schedule Your Free 30-Minute Consultation with Brooke!

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