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How to Embrace Complaints and Turn Them Into Something Good

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@JayBaer Hug Your Haters


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@JayBaer @JayBaer


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@JayBaer Not answering complaints decreases customer advocacy


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@JayBaer answering complaints Increases customer advocacy


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@JayBaer Haters are not your problem… ignoring them is


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@JayBaer Every Complaint Every Channel Every Time


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@JayBaer HUGGING YOUR HATERS KEEPS YOUR CUSTOMERS


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@JayBaer $500 billion on marketing $9 billion on customer service


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@JayBaer a 5% increase in retention increases profit 25-85%


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@JayBaer


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@JayBaer customer service is the new marketing


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@JayBaer by 2020, customer experience will be more important than price


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@JayBaer HUGGING YOUR HATERS makes you a better company


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@JayBaer haters are the canary in the coal mine


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@JayBaer 95% of customers never take the time to complain


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@JayBaer haters are the unelected represEntatives of the “meh middle”


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@JayBaer Haters are not your problem… ignoring them is


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@JayBaer


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@JayBaer THE HATRIX…


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@JayBaer offstage haters want an answer


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@JayBaer 9 out of 10 offstage haters expect a reply


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@JayBaer


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@JayBaer 34% onstage offstage 66%


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@JayBaer U.K. social media complaints increased 800% in 15 months


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@JayBaer


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@JayBaer onstage haters want an audience


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@JayBaer fewer than half of onstage haters expect a reply


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@JayBaer blow their minds and win their hearts


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@JayBaer


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@JayBaer Hug Your Haters ps i t


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@JayBaer recognize, then Empathize


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@JayBaer obey The rule of reply twice


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@JayBaer BE FAST everywhere


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@JayBaer 40% of social media haters expect a reply within one hour


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@JayBaer businesses take an average of 44 hours to reply to an email


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@JayBaer speed of resolution is the most important factor in phone customer service satisfaction


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Stories Data Poster! Step-by-Step hugyourhaters.com


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@JayBaer Haters are not your problem… ignoring them is


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@JayBaer 80% of companies say they deliver exceptional customer service


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@JayBaer 8% of their customers agree


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@JayBaer be different… out-hug your competition


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@JayBaer Every Complaint Every Channel Every Time


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@JayBaer Hug Your Haters


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