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Why Social Media Customer Service Is the New Marketing

Authors: Jay Baer Jay Baer
Posted Under: Social Pros Podcast
Content Marketing Awards - 2022 Winner Badge - Best Podcast
Hosted By
Jay Baer

Daniel Lemin

Convince & Convert
About Social Pros Podcast:

Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.

Our purpose? Making sure that we speak to real people doing real work in social media.

Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs.  With 500+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.

Thank you to our sponsor ICUC Social.

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To inquire about becoming a guest, please email our Executive Producer, Leanna Pham, at

Content Marketing Award 2022 Winner

Apple Podcast Reviews:

The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!

@Arlie K

This is absolutely an awesome listen for anyone in communications or social media!!


This podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!


Love the podcast - informative, in depth and spot on for any business size.


Jay Baer, President of Convince & Convert, joins his own Social Pros Podcast to discuss “Hug Your Haters” and why 80 percent of businesses think they are delivering great customer service but only 8 percent of those customers agree.

Jay Baer - InstagramTurn Haters Into Lovers

The vast majority of businesses are actually quite terrible at customer service when it comes to complaints/problems. You may think of those few times that the company really came through on a problem, but those one-offs are statistically not the norm. Given that a recovered customer can have 20 times the impact of advertising on sales, it’s high time for businesses to change their approach to haters.
With 13 months of research and 23 years of my marketing experience, this week’s episode delves into the topic of embracing disgruntled customers and winning them back to your side. By turning haters into believers, you can see an increase in sales and a jump in lifetime brand advocates on social and beyond.

In This Episode

  • How a quick and simple response leads to customer happiness
  • Why changing communication channels for a complaint means a lack of respect for your customers
  • How a well-managed public interaction with an angry customer leads to spectator advocates
  • Why saying “sorry” doesn’t always mean instant liability


Quotes From This Episode

“Speed isn’t the most important thing… Just showing up is the most important thing.” —@jaybaer
“We’re in an era now where customer service is a spectator sport.” —@jaybaer
“Answering a customer complaint increases advocacy every time and in every channel.” —@jaybaer

“We treat customers totally different online versus offline, and that’s got to change.” —@jaybaer

“No response is a response that says, ‘We don’t care enough about you to even reply.'” —@jaybaer
“Customers who have a problem that is successfully solved are far more loyal, and spend far more dollars, than customers who have never had a problem.” —@jaybaer
“Resolution is just frosting. Answer is cake.” —@jaybaer


See you next week!

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