Jay Baer and the Best Hug Your Haters Interview Ever – CWP157
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Are you willing to hug your haters?
Most brands are not.
In fact, the default strategy for most companies dealing with negative feedback is to ignore it.
Today, on the Content Warfare Podcast, we’re joined by Jay Baer, author of the bestseller, Youtility and now his new book, Hug Your Haters.
Here’s pitch for Hug Your Haters:
You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.
But guess what? Only 8% of their customers agree.
The problem is that most people (me included) have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.
But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.
Now, customer service is a spectator sport. Are you prepared?
Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.
Is this how your company handles haters?
If so, there is no single thing you can do for the success of your organization than to read Hug Your Haters and put it’s teaching to the test.
Find more from Jay Baer:
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Thank you and good luck,
I am Ryan Hanley