DesignRush Podcast · 2026-06-17 · 28 min
Discover more brand insights and top agencies at Social media is no longer just a content channel. For modern brands, public conversations in comments, DMs, replies, and customer complaints can reveal churn risk, buying intent, customer trust issues, and missed revenue opportunities. In this episode of the DesignRush Podcast, host Kia Johnson sits down with Brooke Sellas, Founder and CEO of B Squared Media and author of Conversations That Connect, to explore why brands need to treat social media customer care as a true business function. Brooke explains how social media conversations helped her bring 7,500 people to a Cystic Fibrosis Foundation event and generate $60,000, why public customer complaints can act as early warning signs for churn, and how buying-intent questions on social can turn into revenue before a customer ever visits a website. She also breaks down why chasing viral growth can distract brands from building long-term trust, how social listening can reveal what customers are saying when they do not tag your brand, and what founders should fix first if they want customer conversations to become a real growth advantage.
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