“Every single time you respond to a customer complaint it increases advocacy. Every time you don’t it decreases it.” Jay Baer would know. For his new book Hug Your Haters, Jay didn’t just write about what he thought and felt about customer complaints. He commissioned a study from Edison Research to better understand the role customer service plays in how we build brands online. We talked about all of this — including his upcoming keynote at Social Brand Forum 2016 — on this week’s On Brand podcast.
 
About Jay Baer
Jay Baer is a marketing and online customer service expert and eye-opening keynote speaker who has advised more than 700 brands since 1994 including The United Nations, Nike, Cisco, Allstate and 32 of the FORTUNE 500 companies.
Jay is the most re-tweeted person in the world among digital marketers and is the President of Convince And Convert, a consulting firm where he and his team help companies gain and keep more customers. Jay also publishes the world’s #1 content marketing blog, the #1 marketing podcast, and a daily email newsletter.
He is a New York Times best-selling author of five books, an avid tequila collector and a certified barbecue judge.
As We Wrap …
Before we go, I want to flip the microphone around to our community …
Paul Warner in Spokane, Washington gave a shout to recent episode I did of The Business of Story podcast, coincidentally a part of the Convince and Convert podcast network. Thanks Paul!
Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.
Last but not least …


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And finally a reminder that On Brand is brought to you by the Social Brand Forum. This premier digital marketing experience takes place September 22-23 in beautiful Iowa City, Iowa. Learn from experts like Jay Baer, Joe Pulizzi, and Gini Dietrtich in the heart of the heartland. Listeners of the show get the best rate when they register using promo code ONBRAND at socialbrandforum.com.


Until next week, I’ll see you on the Internet!
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