Hug Your Haters: What’s Changed In One Year?
Marketing and customer service continue to converge. Learn how the trends I uncovered in Hug Your Haters have changed, one year later.
The 3 Ways to Handle Customer Complaints
How they handle customer complaints tells you everything about a company. Which of the 3 methods do you employ, asks Jay Baer.
Why Celebrating Wendy’s Tweets Is All Wrong
Brands playing gotcha with customers is a losing social media strategy, says Jay Baer.
What We Learned from the Southwest Airlines Social Media Crisis
What Southwest did right and wrong during their massive outage and subsequent social media crisis, with letter grades from Jay Baer.
The 2 Types of Reviews and Why Your Business Needs Both
Jay Baer on the differences between third- and first-party reviews, and how to get more reviews from customers, the right way.
5 Reasons Social Customer Service Is Now a Critical Social Component
Jay Baer spotlights the 5 reasons brands are shifting focus away from social media marketing and toward social customer service.
Why This Unexpected Approach to Social Customer Service Works
After a humorous customer complaint, Tesco’s support team didn’t miss a beat, firing back an equally silly (and noteworthy) response.
6 Unforgettable Lessons from Southwest Airlines Social Media Crisis
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.
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.
Brain Chemistry and How Not to Take Complaints Personally
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.
2 New Programs Prove the Inmates are Running the Social Media Asylum
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 […]
A Social Media Customer Service Win From @DeltaAssist
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 […]
How Social Media and Smartphones Breed a Petri Dish of Negativity
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 […]
15 Important Tips to Help You Keep Your Customers
According to the Harvard Business School, increasing customer retention rates increases profits. Learn how to keep your customers coming back.
4 Customer Service Lessons from the Biggest Brands on Twitter
As we learned a few months ago in a recent release of The Social Habit (a social media research project that Jay is working on with Tom Webster, Mark Schaefer, and Jason Falls), customers have high expectations of brands using social to address customer service issue. In fact, 42% of customers expect a response time of […]
How to Maximize Your Customer Service on Twitter
Twitter is the new channel all brands should be using to provide customer support. It allows you to provide near real-time support on a social platform, making your services more accessible and allowing other consumers to see that you are a customer-centric brand. However, it is important to monitor your performance for this channel in […]