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Hug Your
Haters
@JayBaer
@JayBaer
@JayBaer
Not answering
complaints
decreases
customer advocacy
@JayBaer
answering
complaints
Increases
customer advocacy
@JayBaer
Haters are not
your problem…
ignoring them is
@JayBaer
Every Complaint
Every Channel
Every Time
@JayBaer
HUGGING YOUR
HATERS KEEPS
YOUR CUSTOMERS
@JayBaer
$500 billion on
marketing
$9 billion on
customer service
@JayBaer
a 5% increase
in retention
increases
profit 25-85%
@JayBaer
@JayBaer
customer service
is the
new marketing
@JayBaer
by 2020, customer
experience will be
more important
than price
@JayBaer
HUGGING YOUR
HATERS makes you
a better company
@JayBaer
haters are
the canary in
the coal mine
@JayBaer
95% of
customers
never take the
time to complain
@JayBaer
haters are the
unelected
represEntatives
of the “meh middle”
@JayBaer
Haters are not
your problem…
ignoring them is
@JayBaer
@JayBaer@JayBaer
THE HATRIX…
@JayBaer
offstage haters
want an answer
@JayBaer
9 out of 10
offstage haters
expect a reply
@JayBaer
@JayBaer@JayBaer
34%
66%
onstage
offstage
@JayBaer
U.K. social media
complaints
increased 800%
in 15 months
@JayBaer
@JayBaer@JayBaer
onstage haters
want an audience
@JayBaer
fewer than half
of onstage haters
expect a reply
@JayBaer
blow their minds
and win their
hearts
@JayBaer
@JayBaer@JayBaer
Hug Your
Haters
@JayBaer
tips
recognize,
then Empathize
@JayBaer
obey The
rule of
reply twice
@JayBaer
BE FAST
everywhere
@JayBaer
40% of social
media haters
expect a reply
within one hour
@JayBaer
businesses take
an average of
44 hours to
reply to an email
@JayBaer
speed of resolution
is the most
important factor
in phone customer
service satisfaction
@JayBaer
hugyourhaters.com
Stories
Data
Poster!
Step-by-Step
Haters are not
your problem…
ignoring them is
@JayBaer
80% of companies
say they deliver
exceptional
customer service
@JayBaer
8% of their
customers agree
@JayBaer
be different…
out-hug your
competition
@JayBaer
Every Complaint
Every Channel
Every Time
@JayBaer
Hug Your
Haters
@JayBaer
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
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How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.

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How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.

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How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.

  1. Hug Your Haters @JayBaer
  2. @JayBaer @JayBaer
  3. Not answering complaints decreases customer advocacy @JayBaer
  4. answering complaints Increases customer advocacy @JayBaer
  5. Haters are not your problem… ignoring them is @JayBaer
  6. Every Complaint Every Channel Every Time @JayBaer
  7. HUGGING YOUR HATERS KEEPS YOUR CUSTOMERS @JayBaer
  8. $500 billion on marketing $9 billion on customer service @JayBaer
  9. a 5% increase in retention increases profit 25-85% @JayBaer
  10. @JayBaer
  11. customer service is the new marketing @JayBaer
  12. by 2020, customer experience will be more important than price @JayBaer
  13. HUGGING YOUR HATERS makes you a better company @JayBaer
  14. haters are the canary in the coal mine @JayBaer
  15. 95% of customers never take the time to complain @JayBaer
  16. haters are the unelected represEntatives of the “meh middle” @JayBaer
  17. Haters are not your problem… ignoring them is @JayBaer
  18. @JayBaer@JayBaer
  19. THE HATRIX… @JayBaer
  20. offstage haters want an answer @JayBaer
  21. 9 out of 10 offstage haters expect a reply @JayBaer
  22. @JayBaer@JayBaer
  23. 34% 66% onstage offstage @JayBaer
  24. U.K. social media complaints increased 800% in 15 months @JayBaer
  25. @JayBaer@JayBaer
  26. onstage haters want an audience @JayBaer
  27. fewer than half of onstage haters expect a reply @JayBaer
  28. blow their minds and win their hearts @JayBaer
  29. @JayBaer@JayBaer
  30. Hug Your Haters @JayBaer tips
  31. recognize, then Empathize @JayBaer
  32. obey The rule of reply twice @JayBaer
  33. BE FAST everywhere @JayBaer
  34. 40% of social media haters expect a reply within one hour @JayBaer
  35. businesses take an average of 44 hours to reply to an email @JayBaer
  36. speed of resolution is the most important factor in phone customer service satisfaction @JayBaer
  37. hugyourhaters.com Stories Data Poster! Step-by-Step
  38. Haters are not your problem… ignoring them is @JayBaer
  39. 80% of companies say they deliver exceptional customer service @JayBaer
  40. 8% of their customers agree @JayBaer
  41. be different… out-hug your competition @JayBaer
  42. Every Complaint Every Channel Every Time @JayBaer
  43. Hug Your Haters @JayBaer

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