If you answer customer complaints at all, chances are you at least “pick your spots.”
In other words, you choose to engage your customers through only the handful platforms you prefer, whether that’s email, phone, social media, or something else.
Jay Baer, however, author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers insists that, to be effective, your organization needs to answer every complaint from every customer, regardless of platform, all the time!
Not only that, but Jay has the research to back up why this is so important. With it, he demonstrates that there are two types of complainers, each with very different motivations.
And, he includes a number of interviews, as well as case studies, from businesses who follow the Hug Your Haters formula and have transformed their business as a result.
To join my conversation with Jay, simply hit the play button below. You’re sure to learn a lot.
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In today’s episode, Jay and I discuss:
- Several of the benefits to hugging your haters
- The two types of haters and the key differences between them
- The rise of what Jay calls “onstage” haters and what it means for your business
- And much more!
This Episode is Sponsored By the Folks at UpDesk
Read to Lead is supported by UpDesk, helping you “take a stand” for your health.
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Jay Baer’s Latest Book
You can pre-order your copy of Hug Your Haters: How to Embrace Complaints and Keep Your Customers right now?
Jay Baer in Action
Books Jay Recommends
Zombie Loyalists: Using Great Service to Create Rabid Fans by Peter Shankman
Procrastinate on Purpose by Rory Vaden
Jay Baer Resources
The best place to find out more about Jay is on his company website.
Here, you can pick up a copy of Jay’s new book.
You might consider booking Jay to speak at your next event.
Connect with Jay on Twitter and on LinkedIn.
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