How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
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Transcript of How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
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%
onstageoffstage
@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
