Jay Baer talks Hug your Haters

NY Times best-selling author Jay Baer re-joins the EchoJunction podcast this week to discuss his new book Hug Your Haters. We discuss:

• Jay’s career to date and the books he has authored
• Why he wrote his new book Hug Your Haters and how frequently Jay plans to write books
• The world exclusive (!) as to where Jay originally thought this book would go and why that changed
• How to reconcile the fact that 80% of businesses believe they deliver superior customer service but only 8% of customers agree that service is superior
• Edison Research across 2,000 complaining customers and the key findings
• Why companies should hug their haters when the natural instinct is to ignore
• The difference between offstage and onstage haters and how the response to each type of hater should vary
• The difference in approach re dealing with haters on Social media versus review sites versus traditional channels such as phone/email
• Best practice on public forums like social networks and review sites and when a conversation should be taken private
• How important is speed of response in pacifying or turning around a hater?
• When is a Hater so vitriolic that he should actually be ignored?
• “Jay Baer’s Rule of Reply Only Twice”
• Examples of companies who are successfully executing and living and breathing this concept
• The key reasons why brands are getting it wrong in this area and not “hugging their haters”?
• Why the many PR disasters on social – United Airlines, BA, Domino’s Pizza etc – were NOT a driver for Jay writing this book
• The importance of customer service in customer retention
• Is customer service the key foundation of a positive customer experience?

Jay is one of the brightest thinkers in the global digital marketing space – it really is well worth your time to hear his thoughts on his new book, customer experience and customer service in 2015. A great listen!

Key Links

Jay is on Twitter here. You can find the Hug Your Haters website here and the Convince and Convert website here.

The three twitter accounts Jay would follow on Twitter are Guy Kawasaki, Jim Gaffigan and Mitch Joel.