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Jay Baer

Episode 50: Answer Every Complaint, with Jay Baer

Digital marketing and online customer service are broken, and Jay Baer brings the repair kit.

Jay has created five multi-million dollar companies and was recently inducted into the Word of Mouth Marketing Hall of Fame.

He is the President of Convince & Convert, a consulting firm that helps the world’s most iconic brands like The United Nations, Nike, 3M, and Oracle use technology to gain an unfair competitive advantage.

A New York Times best-selling author of five books, Jay is also the host of the acclaimed Social Pros podcast. His latest book Hug Your Haters is on Lee’s must read list for all marketers, communicators, and CEOs.

He’s also an avid tequila collector and a certified barbecue judge.


“What has changed everything is that now customer service is a spectator sport. People can see if you’re good at customer service or not.” – Jay Baer


What you’ll learn about in this episode:

  • Why understanding your numbers doesn’t mean understanding your customers
  • Jay’s incredible book “Hug Your Haters”
  • Why actually responding is the most important part of customer service
  • How social media has changed customer service
  • Why customers who you solve problems for are more loyal than customers who never have any problems
  • What hugging your haters looks like in today’s political landscape when customers are reacting to political moves by companies
  • Why all of your channels are a customer service channels
  • Why there’s no such thing as an isolated complaint
  • Why marketing should control customer service
  • Why you need to measure customer service satisfaction
  • Why you need to listen harder to your customers
  • Why you need to think about customer service as a way to make money

Ways to contact Jay:

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