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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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