26: Jay Baer – Customer Experience + Importance of Criticism

Jay Baer, CSP has spent 23 years in digital marketing and customer experience. His current firm – Convince & Convert – provides digital marketing advice and online customer service advice and counsel to some of the world’s most important brands like The United Nations, Allstate, Cisco, and Cabela’s. His book, Hug Your Haters, is the world’s first modern customer service manual, showing how companies large and small can benefit from the enormous increase in online complaints and customer feedback.

In this episode, Jay and Tim dive into the internal and external facets of customer satisfaction, influencers and the importance of negative feedback.

Show Notes:

  • Difficult to be great at customer service if employees aren’t satisfied
  • Owners and executives are main drivers of internal culture, employee engagement and ultimately customer satisfaction
  • Importance of criticism and negative feedback; praise is overrated
  • How we instinctively react to criticism: ignore, dismiss or argue
  • Need to give structure to complaints – receiving, validating and responding
  • Long-term ripple effects in how you handle every interaction
  • Extreme counterproductively in trend towards increasing confirmation bias
  • Initial intent and thesis behind Hug Your Haters and how it shifted during research phase
  • Acknowledgement of complaints is the most important part of delivering quality customer service
  • How to turn a detractor into an influencer
  • Utilizing data and patterns to highlight and elevate areas for improvement
  • Asking for survey completion without follow-through leads to dissatisfaction
  • Jay’s perspective on employee and customer reviews
  • Cultivation of relationships and misaligned focus on retention in business
  • Method for hitting the reset button when you’ve made a mistake or received a compliant
  • Customer service will be increasingly important to success in the future
  • How Jay invests in himself and his own personal development

Connect with Jay Baer: 
Twitter: https://twitter.com/jaybaer
Facebook: https://www.facebook.com/ConvinceConvert
Website: http://convinceandconvert.com

Book References: 
Hug Your Haters, Jay Baer
13 Words You Never Use When Replying to a Customer, Jay Baer

INTRO AND OUTRO MUSIC (Used by permission):

No Worries (© 2014 Anderson Music, LLC)
Gotta Move On (© 2014 Anderson Music, LLC)
You See Her (© 2011 Family Crest Music)

Uphill Conversations is a POTAD, LLC production (Partnership of Thinking and Doing)

© 2017 Uphill Conversations

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