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Turning Social Care Into Unforgettable Customer Experiences

Posted Under: Social Pros Podcast
Social Pros Podcast logo
Hosted By

Anna Hrach

Convince & Convert

Daniel Lemin

Convince & Convert

Erika Lovegreen

ICUC Social
About Social Pros Podcast:

Social Pros is one of the most popular marketing podcasts in the world, and was recently named the best podcast at the Content Marketing Awards. Listen for real insight on the real people doing real work in social media. You get the inside stories and behind-the-scenes secrets about how companies like Ford, Dell, IBM, ESPN, and dozens more staff, operate, and measure their social media programs.

Thank you to our sponsor ICUC Social.

Apple Podcast Reviews:

The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!

@Arlie K

This is absolutely an awesome listen for anyone in communications or social media!!


This podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!


Love the podcast - informative, in depth and spot on for any business size.


Turning Frustrations into Fandom

The social media game isn’t what it used to be a few years ago. Social care has taken more of a front seat, and it deserves a closer look.

This week’s guest, Ken Madrigal, Senior Director, Unified-CXM Best Practices Group, takes us on a deep dive into what social care is and why it’s such an important consideration for brands today. He talks about the importance of viewing customers as humans and forming connections that go beyond simply quick responses.

Ken also points out that social media, be it marketing or social care, is all about weaving experiences and, in turn, those experiences end up elevating the brand.

In This Episode:

  • 06:22 Ken tells us a little bit about his role at both Verizon and Sprinklr
  • 08:41 How to create a personalized experience for customers
  • 11:35 The evolution of social care
  • 15:38 Where companies should strive to be with their social care
  • 18:40 Ken shares a cross-section of the social care process at Verizon and Sprinklr
  • 22:28 The best way to align different teams in terms of social care
  • 26:59 How to prep social care teams to deliver service and guard their mental health
  • 31:46 The part that empathy plays in marketing
  • 34:22 How smaller teams can take their customer experience game to the next level
  • 39:17 Ken’s advice for anyone looking to become a Social Pro

Quotes From This Episode:

Social care doesn’t just involve chasing a fix-it moment then moving on to the next problem, you're actually chasing a brand moment Click To Tweet

“I think the thing about brands is that they forget that the power of social isn’t to turn issues into a chat, it’s to share experiences.” @KennethMad

“Don’t think about social care just in terms of response, you have to scale the value that’s there.” @KennethMad


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