70: Jay Baer, Author of Hug Your Haters
Jay Baer’s latest masterpiece, Hug Your Haters, is the new playbook for how businesses of all sizes must handle customer complaints in a modern, mobile world. Widespread adoption of smartphones and social media has fundamentally altered the science of complaints. Critics of companies – haters – can now express their displeasure in seconds, in public, with no interpersonal friction. This trend has resulted in an overall rise in complaints, and a belief by many businesses that they should pick their spots when choosing to answer haters’ criticisms. Hug Your Haters proves that approach to be a costly mistake. It’s a great discussion of the culture of hospitality with Jay, joined by Jenn Lisak and Thaddeus Rex. Jay’s book was written to provide quantifiable, statistical evidence of both the impact of poor customer service and how it can be reversed with great customer service.