You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.

But guess what? Only 8% of their customers agree.

A big change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies (via email, fax, phone and in person) to public communication in social media, review sites, and discussion boards.

It’s important that you and your business are you prepared for this change.

In his new book, Hug Your Haters, Jay Baer looks at the Science of Complaint: how, where, and why we complain, plus case studies from businesses of all types and sizes from around the world, and more than 50 interviews.

Attend this webinar to learn about:

• The two types of Haters and what they want from you when they complain
• The right way to measure customer service
• The precise customer loyalty impacts of answering complaints (or not answering) by channel
• Why you need to answer every complaint, in every channel, every time
• Specific ways to answer private complaints and public complaints
• Where you should spend most of your time in social media
• Software recommendations for handling online and offline customer service

Whether you work for a micro-business or a global brand, you do have haters — and you can’t afford to ignore them. This book will teach you how to embrace complaints, put haters to work for you, and turn bad news into good.

“Customer service is the new marketing. You need to buy this book if you care about your customers and your business.”

— Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook

 

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Comments from the audience:

“I loved the concept that you can rarely overcommunicate.” – Geoffrey

“So much information! And great advice in dealing with customer complaints. The Reply twice was the one point that resonated with me.” – Val

“So many clear, relevant tips“. – Sarah

“Very informative & well presented.” – Margaret

“The content was actionable, and it was a timely reminder for me.” – Wendy

“Very interesting to learn about the off and on stage haters.” – Dina

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Buy the Book