Inside King Arthur Baking’s Customer Experience Playbook

What do a digital engagement pro and a 200-year-old flour company have in common? Turns out, a lot. In this episode of the Social Media CX Podcast, I chat with Ben Rapson, the mastermind behind King Arthur Baking’s award-winning social strategy.We dig into why King Arthur focuses on delivering "knowledge and inspiration" on social, rather than selling. Ben shares how their customer care team responds 7 days a week, how they’ve built a pun-filled, personality-driven brand voice, and why embracing amateur content is a strength, not a flaw.You’ll also hear how they track success across UGC, their annual Recipe of the Year, and even their emotional connection to baking trends.🔗 Mentioned in This Episode:King Arthur Baking Company  Follow King Arthur on Threads Follow King Arthur on InstagramKing Arthur Baker’s Hotline Recipe of the Year: Big & Bubbly Focaccia Social Tools Mentioned: Sprout Social and Hootsuite