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Brooke B. Sellas's Linkedin Analytics

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Brooke B. Sellas

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My journey from a wannabe weather girl to entrepreneur and digital customer experience consultant is definitely not a straight line. In my early years, my knack for adaptability made it easy for me to be calm during the storm. But the storm I ended up chasing was not weather-related, and instead led me to entrepreneurship. The social sphere (social media & the digital customer journey) became my studio. It’s full of fakes, vanity metrics, and BAD brand behavior. But as a lifelong learner, I’m not intimidated by new rules, circumstances or changes. Challenges energize me; stagnation is my enemy. I push myself to learn something new daily. That’s probably why customer experience is a cozy home for me (even if the sun isn’t always shining). In 2012, my father came to me with a deal: win the social media pitch at his company and when I did, I had to manage it on my own. That meant leaving my full-time job where I created successful social media revenue streams for someone else (scary!). With a “Think Conversation, Not Campaign” attitude, I won the pitch. Since then, I’ve proven my reputation as a problem solver. I enjoy helping people – especially when it comes to generating genuine connections with their audiences, customers, and communities on social media. I’m obsessed with efficiency. Early on, that meant building out intricate processes and procedures for every service we manage. And today, it means using Social Listening to power much of what we do at B Squared Media. It affords our team infinite amounts of data. I thrive on that input. It’s sunshine on a cloudy day to be able to take the voice of customer data we’ve gathered, turn it into actionable insights, and solve the problems our clients face. I enjoy any space that stimulates my thinking and purposely seek relationships with people who are different, "big thinkers" and inspire me to expand my view. That’s what I ask our clients to do. If we stop using social as a broadcasting platform, start listening, and join pertinent, REAL conversations…that’s where marketing magic happens. Social media & CX is messy. Data paves the path. Following this stormy road led me to where I am today. Not forecasting the weather but giving forethought to the biggest digital customer experience trends in the social sphere, and solving real acquisition and retention problems for clients. The digital world changes in an instant. This is where my adaptability comes in. Being adaptable isn’t about “rolling over,” it’s about being able to read a situation and respond appropriately in the blink of an eye.

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