Customer experience doesn’t usually break all at once. It’s often a series of small moments that aren’t handled quickly enough.

In this episode, I’m joined by Rani Parkinson, our Senior Social Care Account Manager at B Squared Media, to talk about what’s actually happening inside social care day to day—and why the brands that feel “calm” are usually the ones handling the small stuff well.

We talk about why good CX often feels invisible, how small issues turn into public escalations, and why consistency matters more than any big viral moment.

We also get into what’s really behind most customer complaints (it’s usually not the product), and how quickly things can spiral when no one responds.

Mentioned:

• Connect with Rani: https://www.linkedin.com/in/rani-parkinson
• Social Care Weekly: https://bsquared.media/newsletter

Learn more in the State of Social Care Report (2026): https://bsquared.media/the-state-of-social-care-2026