Social Media Care as a Retention Engine (Feat. Jill Sammons)

We’re pulling back the curtain on what real social care looks like in action. My guest is the brilliant Jill Sammons, SVP of Marketing, Well-being & Wealth Advisory at BCU, and yes—a longtime client of ours.This conversation is packed with truth bombs about empathy, internal alignment, and how one fireworks-worthy moment completely shifted the way BCU shows up for its members. Jill shares what it took to get leadership buy-in, the surprising results of authentic social listening, and why member experience can’t be a siloed metric. It’s everyone’s job.If you're in marketing, service, or CX leadership, this episode will reframe the way you think about connection over communication.Mentioned in This Episode:My book: Conversations That ConnectLearn how B Squared helps brands like BCU reduce response times by up to 3,791% and turn social messages into retention and revenue wins. 👉 Book a Care Consult: https://bsquared.media/