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Now displaying: March, 2016
Mar 29, 2016

His book;
"Hug Your Haters “How to Embrace Complaints and Keep Your Customers.  The first modern book on customer service.

 

Most banks think they’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.

 

The problem is that most people have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.

 

But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.

 

Now, customer service is a spectator sport. Are you prepared?

 

Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.

 

That’s why Hug Your Haters is the first-ever customer service idea for modern times – it’s based on the realities of customer expectations TODAY, not one, five, or 20 years ago.

 

That’s why Guy Kawasaki said:

 

“Hug Your Haters is a landmark book in the history of customer service.”

—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0

 

 

About Jay:

Jay Baer is a hype-free marketing strategist, speaker, and author and President of the social media and content marketing consultancy Convince & Convert. A digital marketing pioneer, Jay has consulted with more than 700 companies since 1994, including Caterpillar, Nike, Visit California, Allstate, Petco, Columbia Sportswear, and 29 of the Fortune 500.

He was named one of America’s top 3 social media consultants by Fast Company magazine, and his Convince and Convert blog is ranked as the world’s #1 content marketing resource. He's also cohost

of the popular weekly Social Pros podcast.  He's the author of the forthcoming new book Youtility: Why Smart Companies are Helping Not Selling and is the co-author of The

NOW Revolution a best-selling book about social media's impact on

businesses of all sizes and types.

 

Resources and links

@jaybaer

http://www.convinceandconvert.com/ 

Buy "Hug Your Haters"

 

About the host

John Siracusa is the creator of #BankSocial the first banking conference solely dedicated to content marketing and social media. He’s the host of "The Bank On It Show," a banking and social media Podcast that is available on iTunes and Stitcher for download. Be sure to follow him on Twitter @JohnSiracusa for industry news and updates.

Mar 22, 2016

His book;
"Hug Your Haters “How to Embrace Complaints and Keep Your Customers.  The first modern book on customer service.

 

Most banks think they’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.

 

The problem is that most people have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.

 

But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.

 

Now, customer service is a spectator sport. Are you prepared?

 

Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.

 

That’s why Hug Your Haters is the first-ever customer service idea for modern times – it’s based on the realities of customer expectations TODAY, not one, five, or 20 years ago.

You can subscribe to the podcast here via iTunes or Stitcher.  

That’s why Guy Kawasaki said:

 

“Hug Your Haters is a landmark book in the history of customer service.”

—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0

 

 

About Jay:

Jay Baer is a hype-free marketing strategist, speaker, and author and President of the social media and content marketing consultancy Convince & Convert. A digital marketing pioneer, Jay has consulted with more than 700 companies since 1994, including Caterpillar, Nike, Visit California, Allstate, Petco, Columbia Sportswear, and 29 of the Fortune 500.

He was named one of America’s top 3 social media consultants by Fast Company magazine, and his Convince and Convert blog is ranked as the world’s #1 content marketing resource. He's also cohost

of the popular weekly Social Pros podcast.  He's the author of the forthcoming new book Youtility: Why Smart Companies are Helping Not Selling and is the co-author of The

NOW Revolution a best-selling book about social media's impact on

businesses of all sizes and types.

 

Resources and links

@jaybaer

http://www.convinceandconvert.com/ 

Buy "Hug Your Haters"

 

About the host

John Siracusa is the creator of #BankSocial the first banking conference solely dedicated to content marketing and social media. He’s the host of "The Bank On It Show," a banking and social media Podcast that is available on iTunes and Stitcher for download. Be sure to follow him on Twitter @JohnSiracusa for industry news and updates.

Mar 15, 2016

The powerful role of social media with @jillcastilla and @citizensedmond.  It’s all about the story and the relationships.

About Jill;

Jill Castilla led a 180-degree turnaround at Citizens Bank of Edmond and broke virtual radio silence through the power of social media. She was named “Most Admired CEOs", “Most Innovative CEOs in Banking”, "Community Banker of the Year" and " Most Powerful Women in Banking" in 2015. To Jill, social media is the equivalent of going to “a million chamber of commerce events and shaking everyone’s hand.” Citizens Bank went from having no audience to over 40,000 views on YouTube and over 30,000 followers who engage with the bank through Twitter, Facebook, YouTube and Instagram with features on BloombergTV, TheStreet and all local TV and radio stations. Jill ranks #1 on ICBA’s list of Twitter influencers.

You can subscribe to the podcast here via iTunes or Stitcher.  

Resources and Links

www.citizensedmond.com

www.twitter.com/JillCastilla 

www.twitter.com/CitizensEdmond 

www.twitter.com/HeardOnHurd 

www.citizensedmond.com/citizens-news.htm 

About the host

John Siracusa is the creator of #BankSocial the first banking conference solely dedicated to content marketing and social media. He’s the host of "The Bank On It Show," a banking and social media Podcast that is available on iTunes and Stitcher for download. Be sure to follow him on Twitter @JohnSiracusa for industry news and updates.

Mar 1, 2016

In this episode the host John Siracusa interviews Matthew (a millennial banker) from Fire Fighter Community Credit Union  and his thoughts on our social media conference called #banksocial. 

 

You can subscribe to the podcast here via iTunes or Stitcher.  

 

Resources and Links

www.ffcommunity.com 

twitter.com/ffcommunity 

 

About the host

John Siracusa is the creator of #BankSocial the first banking conference solely dedicated to content marketing and social media. He’s the host of "The Bank On It Show," a banking and social media Podcast that is available on iTunes and Stitcher for download. Be sure to follow him on Twitter @JohnSiracusa for industry news and updates.

 

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