REPLAY: BR47: Customer Service on the Social Stage with Jay Baer

In most of business history, customer service was viewed as a
necessary evil that didn’t have a lot of repercussions if it was
done poorly, or not at all. Realistically, how many people could a
single person tell about their experience with you? Oh, how times
have changed. In the world of the internet, customer service has
become a spectator sport, according to today’s guest, Jay Baer,
author of Hug Your Haters. All your interactions are playing out on
the social media stage, and this can work for you or against you.
And if you take advantage of it, the good it can do will scale so
much that your happy customers will do your marketing FOR you.
Learn how marketing and customer service are being disrupted in the
say way, and what to do about it. The surprising place to adjust
your budget for social media presence, even as a small business.
How catering to your most annoying customers pays off. Whether or
not ‘the customer is always right’ is the truth, and the power of
over-informing. Key Points: At 2:00 – Jay explains how customer
service is being disrupted in the same way marketing has been, and
the ways entrepreneurs have had to change their thinking about it.
He also discusses the practicality of small businesses entering the
social media stage. At 9:00 – Jay breaks down the numbers when it
comes to customer complaints going unanswered, and where the
majority of those complaints are found. It’s a huge missed
opportunity for businesses. At 12:00 – There are always customers
who are unreasonable, and Jay gets to the heart of the message in
his book that explains how to deal with customers like that, and
whether it’s worth your time or not. At 19:00 – Jay talks about the
concept of ‘strategic ignorance,’ how it hurts businesses, and when
it’s okay not to respond to customers. There’s also a surprising
place you can adjust your budget to take on the complaints you
should be addressing. At 26:00 – There’s an often-missed
psychological impact on the people who answer customer complaints,
especially when it’s the business owner. Jay talks about how to
deal with it, and his vision for customer service in the future.