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Hug Your Haters
customer experience determines how people feel about your business
@JayBaer
great customer experiences = exceeding customer expectations
@JayBaer
be more responsive than they expect1 @JayBaer
80% of businesses say they deliver exceptional customer service
@JayBaer
8% of their customers agree
@JayBaer
1/3 of customer complaintsare never answered
@JayBaer
@JayBaer@JayBaer
Not answering complaints decreases customer advocacy
@JayBaer
answering complaints Increases customer advocacy
@JayBaer
Haters are not your problem… ignoring them is
@JayBaer
Hug Your Haters
Every ComplaintEvery ChannelEvery Time
@JayBaer
HUGGING YOUR HATERS makes you money
@JayBaer1
Resolving a problem saves a customer 70% of the time
@JayBaer
9
500billion per year in marketing
billion per year in customer service
@JayBaer
25%45%
65%85%
5%
@JayBaer
HUGGING YOUR HATERS makes you better
@JayBaer2
haters are the canary in the coal mine
@JayBaer
95%
5%@JayBaer
of unhappy customers complain in a form the business can find it
Haters are your most important customers
@JayBaer
@JayBaer@JayBaer
feedback is also the petri dish for great content marketing
@JayBaer
THE HATRIX…
@JayBaer
offstage haters want an answer
@JayBaer
9 out of 10 offstage haters expect a reply
@JayBaer
@JayBaer@JayBaer
onstage haters want an audience
@JayBaer
47% of onstage haters expect a reply
@JayBaer
blow their minds and win their hearts
@JayBaer
@JayBaer#High5Conf
@JayBaer
answering a complaint online increases customer advocacy by 25%
@JayBaer
@JayBaer
@JayBaer
80% of Americans trust online reviews as much as personal recommendations
@JayBaer
@JayBaer
38%
62%
onstage
offstage
@JayBaer
@JayBaer@JayBaer
Hug Your Haters
@JayBaer
Tips
BE FAST everywhere
@JayBaer
Tip 1
40% of social media complainers expect a reply within one hour
@JayBaer
@JayBaer
businesses take an average of 44 hours to reply to an email
@JayBaer
obey The rule of reply only twice
@JayBaer
Tip 2
Customer Service Is a spectator sport
@JayBaer
@JayBaer
customer service is the new marketing
@JayBaer
Every ComplaintEvery ChannelEvery Time
@JayBaer
stop blaming customers
@JayBaer
Tip 3
@JayBaer
@JayBaer
@JayBaer
Hug Your Haters
