WMTW 123: Jay Baer – Hug Your Haters [Podcast]
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“Criticism is the laboratory for improvement.” Jay Baer (Tweet this)
In this episode I chat to Jay Baer about customer service, responding to negative comments and hugging your haters.
Show-notes:
Key points
- Jay is the author of the book “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.”
- Negative comments cannot be avoided; it should be treated as a favour
- Only 5% of unhappy customers complain
- When you don’t answer a complaint it decreases customer advocacy by up to 60%
- When you answer a complaint it increases customer advocacy by 25%
- Grab a screen capture before deleting anything
- Use “Social Media Listening” software to get a better overview of all the feedback
- Great customer service makes a company great
Links mentioned
Get in touch with Jay
- Go to his website HugYourHaters.com
- Get his new book Hug Your Haters: How to Embrace Complaints and Keep Your Customers
- Follow him on Twitter @jaybaer
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