Mar 22, 2016
"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
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
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.