This week's conversation about brand conversations was a really, really great conversation. Our guest, Brooke Sellas, literally wrote the book on brand conversations, and this is such an important part of both customer care and brand impression. We talked about different ways that those conversations can take place, whether it is in public, on social media, on dark social, or one-on-one. We talk about the team that you should have in place and how you should prepare them to make sure that those conversations put the best foot possible forward for your brand, and we delved into emerging technologies such as Chat and AI when it comes to customer conversations.   You won’t want to miss this conversation about conversations. Today’s guest is Brooke B. Sellas. She is the founder and CEO of B Squared Media LLC, which is a social-first marketing agency that has a special focus on customer care. She is also the author of the book Conversations That Connect. Tune in as we talk about: [00:00] Introductions [02:40] How did conversations become the focus? [05:47]  Should the social media team be separate from the customer care team and even the sales team? [07:39] What are the different types of conversation that happen with brands on social? [11:51] Is social media a sales channel or a branding channel? [13:59] Should social media managers be trained in sales or should companies have sales teams that step into social conversations? [18:30] What are Brooke’s feelings about the use of chatbots and AI in brand conversations? [22:45] When should brands step into conversations found through social listening? [24:57] In Brooke’s opinion where should conversations take place on dark social or in public? [26:39] What are some of the common things that brands are missing and what should they be taking advantage of in conversations Follow Christine Gritmon on Twitter: @cgritmon and join her each Tuesday for the #ChatAboutBrand Twitter chat Subscribe to the Let's Talk About Brand Newsletter that goes out every Monday to ensure you don't miss a beat! Listen to Let's Talk About Brand on your favorite podcast platform! You can listen and subscribe to all of Adweek’s podcasts by visiting adweek.com/podcasts. Stay updated on all things Adweek Podcast Network by following us on Twitter: @adweekpodcasts. And if you have a question or suggestions for the show, send us an email at [email protected]. Hosted on Acast. See acast.com/privacy for more information.