I had the pleasure to speak with Jay Baer for our new “Expert Interviews” series on YouTube.
Jay is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media customer service called Hug Your Haters.
Now, I don’t say this about many books, but Hug Your Haters is a “must-read” if you are involved in customer service in any capacity. Because today, if you’re in customer service, you’re in social customer service — one way or another.Hug Your Haters is a 'must-read' for social media customer service. #smallbiz Click To Tweet
Discussing Social Media Customer Service
In the interview, Jay digs into social customer service, talks about Hug Your Haters, and shares some great advice for those, particularly small business owners, who want to improve their social service game.
In fact, Jay even discusses a topic which (as he told us during his interview on the Crack the Customer Code podcast) he wishes he had included in the book.
A few of the topics we cover:
- How can small businesses approach social media customer service.
- Why customers confronting companies via social media is natural.
- What to do if you’re catching up and have never responded to reviews.
Make sure to check these and other great points from Jay in the video below.
To learn more about Jay, check out his bio beneath the video.
About Jay Baer
Jay has advised more than 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500.
He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service.
His Convince & Convert Media division owns the world’s #1 content marketing blog, the world’s top marketing podcast, and many other education resources for business owners and executives.
The creator of five multi-million dollar companies, Jay is an active venture capitalist and technology advisor, as well as an avid tequila collector, and certified barbecue judge.