Jay Baer
Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. He is social media strategy consultant, and founder of the firm Convince & Convert, that works with leading companies and their agencies on social media integration. His Convince & Convert blog is one of the world’s top English-language marketing resources, as was ranked the #3 social media blog in the world. A founder of five companies, Baer has consulted for more than 700 companies on a variety of digital marketing and social media initiatives since 1994, and clients have included Nike, Sony, P&G, Monsanto, Caterpillar, MetLife, and Cadbury. A November, 2010 issue of Fast Company Magazine cited him as one of the three leading social media advisors in America.
2 Books Written
Hug Your Haters: How to Embrace Complaints and Keep Your Customers
by Jay Baer
Rating: 3.8 ⭐
• 2 recommendations ❤️
Haters are not your problem. . . .Ignoring them is.Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different · Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers.· Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
The New York Times best seller, and #1 Amazon best seller "Jay Baer's Youtility is arguably the greatest contribution to the field of social media marketing since 2012." ~ Dr. Jim Barry, Top 25 Social Media Books for Academia "If you haven't bought Jay Baer's book "Youtility," stop what you're doing and do that. I swear, this is the next big thing." ~ Chris Brogan, Owner Magazine The difference between helping and selling is just two letters, but those two letters make all the difference. What if - faced with more competition than ever before - you stopped trying to be amazing, and just started being useful? Jay Baer's Youtility offers a new business approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than seven hundred brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.See why Jay Baer's Youtility framework is now a standard part of the marketing framework in many of the world's leading companies, powers the marketing approach of thousands of small businesses, and is part of the curriculum of dozens of college and university business schools.