Hug Your Haters: Online Customer Service, Jay Baer, TBJApodcast 230
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What do you do when someone attacks your brand? You Hug Your Haters, says Jay Baer. Key insights on customer service and how to make lifelong fans of your brand.

Jay Baer is a marketing and online customer service expert and eye-opening keynote speaker

who has advised more than 700 brands since 1994 including The United Nations, Nike, Cisco,

Allstate and 32 of the FORTUNE 500 companies. Jay is the most re-tweeted person in the world among digital marketers and is the President of Convince And Convert, a consulting firm where

he and his team help companies gain and keep more customers. Jay also publishes the world’s #1 content marketing blog, the #1 marketing podcast, and a daily email newsletter.

He is a New York Times best-selling author of five books, an avid tequila collector and a certified barbecue judge.

Think Like A Journalist Quote

Your most unhappy customers are your greatest source of learning. –Bill Gates

Success Quote

Why a company was seeking to get complaints. Jay shares an interesting story about what a company learned from getting lots of complaints and why it embraced the complaints.

Career Highlight

Jay’s book Youtility hit the best seller list but a a major career highlight was the starting of his first company. Find out the touching story that caused him to just go for it. 

When It Didn’t Work!

Jay launched which was built to help people find business podcasts. Hear when it didn’t work and why.

Hug Your Haters: Online Customer Service

  1. Haters aren’t your problem…ignoring them is.
  2. Complaints aren’t problems, they’re opportunities.
  3. Always interact… be agnostic toward the type of interaction: complaint, compliment, or question…answer them all.
  4. Answer publicly but only twice, regardless of if the contact is positive or negative.
  5. 80% of American trust reviews.
  6. 40% of people expect a response in an hour.

Multimedia Resource

Pana: virtual travel concierge.

Podcast and Book

Influence Pros Podcast

Procrastinate on Purpose, Rory Vaden


Twitter @JayBaer

Convince & Convert Website

Hug Your Haters, Jay Baer

Youtility, Jay Baer

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Phoebe Chongchua
Phoebe Chongchua

Phoebe Chongchua is a multimedia Brand Journalist, Brand Consultant & Marketing Strategist who is revolutionizing brand communication with consumers. She makes companies remarkable using brand journalism storytelling to grow their online presence, build a community, and gain greater market share. Phoebe is a former TV News journalist who helps brands gain a competitive advantage by learning to "Be the Media". Phoebe is the host of "The Brand Journalism Advantage" podcast and a "Top 50 Podcaster To Follow". Listen in iTunes or at

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