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

Social Fresh Conference
Social Fresh ConferenceKeynote Speaker on Creativity and Digital Innovation, Writer, Entrepreneur um Social Fresh Conference
••
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
Hug Your Haters @JayBaer
@JayBaer @JayBaer
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
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
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
Hug Your Haters @JayBaer tips
recognize, then Empathize @JayBaer
How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
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.
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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.

Social Fresh Conference
Social Fresh ConferenceKeynote Speaker on Creativity and Digital Innovation, Writer, Entrepreneur um Social Fresh Conference

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