28 Oct 075 Jay Baer – Why It Is So Important To Hug Your Haters
Jay Baer, CSP (certified speaking professional) is the world’s most retweeted person among digital marketers.
He is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books including Hug Your Haters.
Jay has advised more than 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500.
He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service.
His Convince & Convert Media division owns the world’s #1 content marketing blog, the world’s top marketing podcast, and many other education resources for business owners and executives.
Top Tips From The Show
- If you SELL something you can create a customer today, but if you HELP someone, you can create a customer for life.
- When you answer someone’s complaint, it takes a bad situation and makes it better – but if you don’t answer someones complaint it takes a bad situation and makes it worse. Jay’s advice is you must answer everybody!
- No response is a response – that says ‘we don’t care’.
- Answer every complaint, in every channel, every time.
Inspirational Quotes From The Experts
If you SELL something you can create a customer today, but if you HELP someone, you can create a customer for life – Jay Baer
Answer every complaint, in every channel, every time – Jay Baer
Resources Our Experts Shared In The Show
Book Recommended by Susan Fowler
Man’s Search for Meaning
Show 47 – Mo Hagan
Tweetables – Share The Experts Knowledge To #STRENGTHEN
[Tweet “A third of all customer complaints are not answered @jaybaer”]
[Tweet “Only 5% of unhappy customers ever complain @jaybaer”]
[Tweet “Do not answer negative with negative @jaybaer”]
[Tweet “The customer isn’t always right, but the customer should always be heard @jaybaer”]
[Tweet “Answer every complaint, in every channel, every time @jaybaer”]
Share Your Thoughts
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