Download - How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015
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Hug Your Haters
@JayBaer
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@JayBaer@JayBaer
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Not answering complaints decreases customer advocacy
@JayBaer
![Page 6: How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015](https://reader030.vdocuments.site/reader030/viewer/2022021506/5877eba11a28ab20088b6041/html5/thumbnails/6.jpg)
answering complaints Increases customer advocacy
@JayBaer
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Haters are not your problem… ignoring them is
@JayBaer
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Every Complaint Every Channel Every Time
@JayBaer
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HUGGING YOUR HATERS KEEPS YOUR CUSTOMERS
@JayBaer
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$500 billion on marketing $9 billion on customer service
@JayBaer
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a 5% increase in retention increases profit 25-85%
@JayBaer
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@JayBaer
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customer service is the new marketing
@JayBaer
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by 2020, customer experience will be more important than price
@JayBaer
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HUGGING YOUR HATERS makes you a better company
@JayBaer
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haters are the canary in the coal mine
@JayBaer
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95% of customers never take the time to complain
@JayBaer
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haters are the unelected represEntatives of the “meh middle”
@JayBaer
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Haters are not your problem… ignoring them is
@JayBaer
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@JayBaer@JayBaer
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THE HATRIX…
@JayBaer
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offstage haters want an answer
@JayBaer
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9 out of 10 offstage haters expect a reply
@JayBaer
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@JayBaer@JayBaer
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34%
66%
onstageoffstage
@JayBaer
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U.K. social media complaints increased 800% in 15 months
@JayBaer
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@JayBaer@JayBaer
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onstage haters want an audience
@JayBaer
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fewer than half of onstage haters expect a reply
@JayBaer
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blow their minds and win their hearts
@JayBaer
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@JayBaer@JayBaer
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Hug Your Haters
@JayBaer
tips
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recognize, then Empathize
@JayBaer
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obey The rule of reply twice
@JayBaer
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BE FAST everywhere
@JayBaer
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40% of social media haters expect a reply within one hour
@JayBaer
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businesses take an average of 44 hours to reply to an email
@JayBaer
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speed of resolution is the most important factor in phone customer service satisfaction
@JayBaer
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hugyourhaters.com
Stories
Data
Poster!
Step-by-Step
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Haters are not your problem… ignoring them is
@JayBaer
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80% of companies say they deliver exceptional customer service
@JayBaer
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8% of their customers agree
@JayBaer
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be different… out-hug your competition
@JayBaer
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Every Complaint Every Channel Every Time
@JayBaer
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Hug Your Haters
@JayBaer
![Page 48: How to Embrace Complaints and Turn Bad News to Good News, Jay Baer, Social Fresh Conference 2015](https://reader030.vdocuments.site/reader030/viewer/2022021506/5877eba11a28ab20088b6041/html5/thumbnails/48.jpg)