Hug Your
Haters
@JayBaer

@JayBaer
@JayBaer

Not answering complaints decreases customer
advocacy @JayBaer

answering complaints Increases customer advocacy
@JayBaer

Haters are not your problem…
ignoring them is @JayBaer

Every Complaint Every Channel Every
Time @JayBaer

HUGGING YOUR HATERS KEEPS YOUR
CUSTOMERS @JayBaer

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

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

@JayBaer

customer service is the new
marketing @JayBaer

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

HUGGING YOUR HATERS makes you
a better company @JayBaer

haters are the canary in
the coal mine @JayBaer

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

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

Haters are not your problem…
ignoring them is @JayBaer

@JayBaer@JayBaer

THE HATRIX…
@JayBaer

offstage haters want an answer
@JayBaer

9 out of 10 offstage
haters expect a reply @JayBaer

@JayBaer@JayBaer

34%
66%
onstage
offstage
@JayBaer

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

@JayBaer@JayBaer

onstage haters want an audience
@JayBaer

fewer than half of onstage
haters expect a reply @JayBaer

blow their minds and win
their hearts @JayBaer

@JayBaer@JayBaer

Hug Your
Haters
@JayBaer
tips

recognize,
then Empathize
@JayBaer

obey The rule of reply
twice @JayBaer

BE FAST
everywhere
@JayBaer

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

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

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

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

Haters are not your problem…
ignoring them is @JayBaer

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

8% of their customers agree
@JayBaer

be different… out-hug your competition
@JayBaer

Every Complaint Every Channel Every
Time @JayBaer

Hug Your
Haters
@JayBaer