Course curriculum

    1. How your workbook is designed

    2. DOWNLOAD: Workbook - Mastering Social Media CX, Interactive PDF

    1. A note from Brooke on Module One

    2. Mapping out your customer's typical digital journey

    3. Conversation Starter: Identifying trigger points in your digital customer journey (DCJ)

    4. Conversation Starter: Finding your potholes along the DCJ

    5. Conversation Starter: Refining your DCJ

    1. A note from Brooke on Module Two

    2. Consumerism in crisis

    3. The Pandemic pushed us

    4. You can't be a 9-to-5 brand in a 24/7 world

    5. Re-escalations ruin business

    6. Responding quickly is no longer an option

    7. Conversation Starter: Assessing your social media

    1. A note from Brooke on Module Three

    2. Defining The Social Penetration Theory (SPT)

    3. Peeling the onion

    4. The four levels of disclosure

    5. SPT brand examples

    6. Conversation Starter: The four levels of disclosure as content

    1. A note from Brooke on Module Four

    2. Look who's talking

    3. Dealing with trolls

    4. Conversation Starter: Audience & community

    5. Rules of engagement

    6. Case Study: "The Girl"

About this course

  • $995.00
  • 68 lessons
  • 9 conversation starters, 4 case studies, 2 inventory sections, 1 quiz

Bonus materials

(included with purchase)

  • Digital (Kindle) copy of Conversations That Connect + Social Listening Workbook

    $110.99 value

    Conversations That Connect is required reading for the course (or will help you get through the concepts!) and was created from the large brands we've built social care & CX programs for (value $11.99). Our Social Listening Workbook can help you figure out how to get started with collecting voice of customer data (VOC) with a social listening strategy (value $99).

  • Interactive Digital Workbook

    $999 value

    Our workbook comes from the book, Conversations That Connect, as well as the enterprise training sessions we've held at well-known brands such as Brother International, Miele, Endless Pools, and BCU. It is editable and printable (and really, ridiculously good-looking if you ask us!). *Our clients pay $15,000 for a two-day onsite training with Brooke and similar materials.

  • Access to our private Social Care & CX Community

    $120 value

    Join other social media and CX professionals to discuss the book, the course, and other CX-related topics to help you grow. *First year included, thereafter members pay $9.99/month for access.

Looking to enhance your social media customer support game?

Elevate your social media customer support strategy and build a strong digital CX program with our comprehensive 10-module course, plus our interactive community.