Know Your Audience, THEN Engage: A Social CX Reality Check with Kayla Perlstein

 Wanna turn casual connections into raving fans? My Lost to Loyal newsletter is your go-to guide for mastering social media care and creating unforgettable customer experiences. Every month I'll send you actionable tips, proven strategy, and the latest trends straight to your inbox. Don't just guess. Know what works. Sign up now!----Engagement without intention? It's like throwing digital spaghetti at the wall. In this Care Chat episode of The Social Media CX Podcast, Brooke Sellas sits down with social media strategist Kayla Perlstein to get real about what it takes to build authentic, results-driven engagement strategies on social media.Together, they cover the critical questions every brand should be asking: Are you engaging with purpose? Do you know who your audience really is? And are you setting yourself up for success by aligning engagement with your business goals?In this no-fluff conversation, Brooke and Kayla break down how social media engagement is about relationships, not reactions and why knowing your audience is the first (and most important) step. They also discuss the difference between proactive and reactive engagement, handling negative comments the right way, and why follower count means nothing if it doesn't support your bottom line.What You'll Learn:Why engagement is more than responding to comments (and how to do it right)How to balance proactive vs. reactive engagementWhy follower count isn't a KPI that matters (and what to track instead)How to align your social strategy with real business goalsThe role of consistency and time in driving engagement successWhy knowing your target audience is essential before posting contentHow to tailor content and tone for different platforms and audiencesThis episode is your reality check: Know your audience first, THEN engage.