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How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015.
The document discusses the importance of addressing customer complaints and criticisms ("hugging your haters") to improve customer retention and advocacy. It notes that companies spend far more on marketing than customer service. Addressing complaints across all channels quickly is key, as speed of resolution influences customer satisfaction. While some critics seek audiences online, most critics just want their issues addressed. The document encourages companies to empathize with critics, respond to complaints on social media within an hour, and go above and beyond competitors in customer service to retain more customers.
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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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- 7. Haters are not yourproblem… ignoring them is @JayBaer
- 8. Every Complaint Every Channel EveryTime @JayBaer
- 9. HUGGING YOUR HATERS KEEPS YOURCUSTOMERS @JayBaer
- 10. $500 billion on marketing $9billion on customer service @JayBaer
- 11. a 5% increase inretention increases profit 25-85% @JayBaer
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- 13. customer service is the newmarketing @JayBaer
- 14. by 2020, customer experiencewill be more important than price @JayBaer
- 15. HUGGING YOUR HATERS makesyou a better company @JayBaer
- 16. haters are the canaryin the coal mine @JayBaer
- 17. 95% of customers never takethe time to complain @JayBaer
- 18. haters are the unelected represEntatives ofthe “meh middle” @JayBaer
- 19. Haters are not yourproblem… ignoring them is @JayBaer
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- 22. offstage haters want ananswer @JayBaer
- 23. 9 out of10 offstage haters expect a reply @JayBaer
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- 26. U.K. social media complaints increased800% in 15 months @JayBaer
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- 28. onstage haters want anaudience @JayBaer
- 29. fewer than half ofonstage haters expect a reply @JayBaer
- 30. blow their minds andwin their hearts @JayBaer
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- 36. obey The rule of replytwice @JayBaer
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- 38. 40% of social mediahaters expect a reply within one hour @JayBaer
- 39. businesses take an averageof 44 hours to reply to an email @JayBaer
- 40. speed of resolution isthe most important factor in phone customer service satisfaction @JayBaer
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- 42. Haters are not yourproblem… ignoring them is @JayBaer
- 43. 80% of companies saythey deliver exceptional customer service @JayBaer
- 44. 8% of their customersagree @JayBaer
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- 46. Every Complaint Every Channel EveryTime @JayBaer
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