Answering complaints increases customer advocacy, while ignoring complainst decreases it says Jay Baer, according to new research on the science of complaints.
Uber’s five point scale is really a three-tenths of one point scale. Why are they (and increasingly, society) afraid of being average and three star ratings?
How do you build a brand? By understanding precisely how you are different. But you cannot do that all by yourself, says Jay Baer in this blog post and video.