Brands playing gotcha with customers is a losing social media strategy, says Jay Baer.
What Southwest did right and wrong during their massive outage and subsequent social media crisis, with letter grades from Jay Baer.
Jay Baer on the differences between third- and first-party reviews, and how to get more reviews from customers, the right way.
Jay Baer spotlights the 5 reasons brands are shifting focus away from social media marketing and toward social customer service.
After a humorous customer complaint, Tesco’s support team didn’t miss a beat, firing back an equally silly (and noteworthy) response.
What Southwest did right and wrong during their massive computer outage and subsequent social media crisis. 6 lessons and letter grades for each, from Jay Baer.
How fast do customers want you to be in social media when responding to complaints? New research provides the answer.
Many businesses choose to not answer customer complaints – especially online – because they are offended, believe the customer is lying, or take it personally. This is a colossal blunder, says Jay Baer.
If you’re reading this, you probably had little doubt about the power of the populace – armed with social media – to profoundly impact the behavior of companies. But, if you had even a scintilla of suspicion that it wasn’t true, it should have evaporated this week based on these two events. You Gotta Fight […]
Moments of greatness often come when we least expect it. Especially when travel and flight delays are involved. I recently found myself in a situation where an international flight delay meant that I would miss my connection. While normally not a big deal, my “bright idea” of maximizing my holiday in London meant that my […]
It’s time to recalibrate your expectations about customer complaints. 57% of Americans will have a smartphone this year, meaning that the majority of your customers (and in some industries, the vast majority) now possess two things, at all times, in their pants: Access to almost the entirety of the world’s knowledge Several different mechanisms to […]
Subscribe to our new Definitive newsletter: High grade digital marketing guidance, topically sorted, and curated to the max. You pick the categories, we deliver the content. The best content from around the web, on topics you care about and need to be an expert in. Let’s put the most important data point front and center: […]