If it feels like there are more complaints than ever – and that you’re spending more time and money dealing with negativity and backlash – you’re right. But the rise of customer complaints is actually an enormous opportunity, and haters aren’t your problem…ignoring them is. In this eye-opening and hilarious presentation, New York Times best-selling author Jay Baer will reveal brand-new, proprietary research into why and where your customers complain. Find out why you need to hug your haters and embrace complaints to keep your customers and grow your business.

1. Hug Your
Haters

2. customer experience
determines how
people feel about
your business
@JayBaer

3. great customer experiences
=
exceeding customer
expectations
@JayBaer

4. be more responsive
than they expect1
@JayBaer

5. 80% of businesses
say they deliver
exceptional
customer service
@JayBaer

6. 8% of their
customers agree
@JayBaer

7. 1/3 of customer
complaints
are never answered
@JayBaer

8. @JayBaer
@JayBaer

10. Not answering
complaints
decreases
customer advocacy
@JayBaer

11. answering
complaints
Increases
customer advocacy
@JayBaer

12. Haters are not
your problem…
ignoring them is
@JayBaer

13. Hug Your
Haters

14. Every Complaint
Every Channel
Every Time
@JayBaer

15. HUGGING YOUR
HATERS makes
you money
@JayBaer
1

16. Resolving a problem
saves a customer
70% of the time
@JayBaer

17. 9
500billion per year
in marketing
billion per year
in customer service
@JayBaer

18. 25%
45%
65%
85%
5%
@JayBaer

19. HUGGING
YOUR HATERS
makes you better
@JayBaer
2

20. haters are the
canary in the coal
mine
@JayBaer

21. 95%
5%
@JayBaer
of unhappy
customers
complain in a
form the business
can find it

22. Haters are your
most important
customers
@JayBaer

23. @JayBaer@JayBaer

24. feedback is also the
petri dish for great
content marketing
@JayBaer

26. THE HATRIX…
@JayBaer

27. offstage haters
want an answer
@JayBaer

28. 9 out of 10 offstage
haters
expect a reply
@JayBaer

29. @JayBaer@JayBaer

30. onstage haters
want an audience
@JayBaer

31. 47% of
onstage haters
expect a reply
@JayBaer

32. blow their minds
and win
their hearts
@JayBaer

33. @JayBaer
#High5Conf

34. @JayBaer

35. answering a complaint
online increases
customer advocacy by
25%
@JayBaer

36. @JayBaer

37. @JayBaer

38. 80% of Americans
trust online reviews
as much as personal
recommendations
@JayBaer

39. @JayBaer

40. 38%
62%
onstage
offstage
@JayBaer

41. @JayBaer@JayBaer

42. Hug Your
Haters
@JayBaer
Tips

43. BE FAST
everywhere
@JayBaer
Tip 1

44. 40% of social
media complainers
expect a reply
within one hour
@JayBaer

45. @JayBaer

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

47. obey The rule
of reply only
twice
@JayBaer
Tip 2

48. Customer Service
Is a
spectator sport
@JayBaer

49. @JayBaer

50. bonus@jaybaer.com
@JayBaer

51. customer
service is the
new marketing
@JayBaer

52. Every Complaint
Every Channel
Every Time
@JayBaer

53. stop blaming
customers
@JayBaer
Tip 3

54. @JayBaer

55. @JayBaer

56. @JayBaer

57. Hug Your
Haters