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

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BE FAST everywhere

@JayBaer

40% of social media haters expect a reply within one hour

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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