Why You Should 'Hug Your Haters' with Jay Baer

Episode 15 of Livestream Stars with Ross Brand of Livestream Universe.

Subscribe to the podcast: https://rossbrandrecordings.com.

Jay Baer is the President of Convince & Convert, where he runs the number 1 content marketing blog, hosts multiple award-winning podcasts (including Social Pros, named best marketing podcast in the 2015 Content Marketing Awards) and helps Fortune 500 companies with marketing, customer service and technology solutions.

The world’s most Retweeted digital marketer, Jay is the author of 5 books, including the New York Times best-seller Youtility. He recently released the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, billed as “the first modern book on customer service.”

Jay is a world-renowned keynote speaker at top conferences and corporations, delivering more than 50 keynotes annually. He is a venture capitalist, an advisor to several social media and content marketing startups and the creator of 5 multimillion dollar companies. Jay was named one of America’s top social media consultants by Fast Company.

Show Topics

• The perception gap: 80% of companies believe they provide exceptional customer service; only 8% of their customers agree.
• Why does customer service typically receive less attention than sales and marketing when small increases in customer retention can have a big impact on revenue?
• The gap between what companies spend annually on marketing ($500 billion) and customer service ($9 billion)
• How to create a customer service culture
• How HR can apply the same customer service mindset internally to employee concerns as employee retention is cheaper than recruiting replacements
• 71% of customer complaints on social media take place on Facebook
• Why you should not respond more than twice publicly to a customer on social media
• Benefits of livestreaming vs podcasting
• How Blab can be used for customer acquisition and new customer onboarding
• Monetization strategies for Blab