The 5 Levels of Social Care (And Where You Actually Are)

Most brands think they’re doing social care well.They’re responding to comments, they have a team, and they might even have the right tools in place.But when you actually look under the hood, there’s often a gap between perception and reality.In this solo episode, Brooke Sellas breaks down the B Squared Social Care Maturity Model and walks through the five levels most organizations move through, from reactive to fully experience-led.If you’re investing in social, this is the framework to understand where you really stand and what it takes to level up.We Talk About:Why responding to comments doesn’t mean you’re actually doing social careThe gap between where brands think they are vs. where they actually areThe 5 levels of social care maturity (and what defines each one)What “reactive” social care looks like in practiceWhy most brands are stuck between Level 1 and Level 3Why social is becoming an experience channel, not just content distributionMentioned In This Episode:2026 State of Social Care Report: https://bsquared.media/the-state-of-social-care-2026