How to Be Confusing and Unhelpful
Why companies cannot force customers to use a particular contact mechanism. An infuriating, real world case study from Jay Baer.
I Just Launched the Most Relevant Way to Keep Your Customers
Jay Baer’s Keep Your Customers Course is live, a comprehensive program that teaches how to boost customer retention by improving customer service.
Faux Feedback – Are You Doing Customer Surveys Wrong?
Most surveys incentivize the wrong things and create a false sense of success. Jay Baer describes how to fix it and do feedback better.
6 Leaders and Readers Who Care About Customer Service
These business leaders share their favorite customer service stories and thoughts on Jay Baer’s book, Hug Your Haters.
The 8 Habits Restaurants Must Adopt to Dominate Online Customer Service (Infographic)
Customer service is the new marketing, particularly for the restaurant industry. Here are 8 habits restaurants can adopt to stay competitive.
5 Ways Socially Mature Brands Deliver Great Customer Experience
Social media has become customers’ go-to channel for voicing feedback and complaints. Here’s how your brand can meet them there.
I Need You to Tell Me Your Customer Service Pain
Jay Baer’s new Keep Your Customers course is getting ready, and he needs your help with a special survey about your customer service pain.
How Suggested Replies Can Increase Your Social Response Rate
Sprout Social’s Suggested Replies create efficiency while maintaining authenticity and preserving your brand’s style and voice on Twitter.
Did You Win the Hug Your Haters Photo Contest?
The Hug Your Haters Photo Contest has ended, but a new contest starts today.
The Real Way to Get More Customer Feedback
Asking customers to call for help isn’t effective when attempting to get more feedback. Here’s a better way.
3 Things CMOs Must Consider When Leading Customer Experience
More and more savvy companies are placing customer experience at the top of their priority list. Here’s why your CMO should lead the charge.
23 Statistics That Show Why Customer Service Mostly Sucks
Customer service is being disrupted, but most companies are using a 1995 playbook to solve modern problems.
The Bots Are Here, And They’re Coming For Your Jobs
The prediction that bots will be responsible for customer services is coming true this year. Here’s what it means for your customers and your jobs.
How to Use Customer Service to Make Great Content Marketing
The best source for content marketing ideas is the customer service department. Here’s how to do it right.
Should You Be Fired for Honesty?
When a Yelp employee uncovers a difficult working situation, she gets fired for her complaint. Was that the right way to handle it or should Yelp have hugged its haters?
New Research Shows How Fast Companies Have to Be in Social Media
How fast do customers want you to be in social media when responding to complaints? New research provides the answer.