Today’s interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, why complaints are a key way to help you keep your customers, the different type of complainers that exist and how to deal with them.
This interview follows on from my recent interview – Predictive analytics and solving the problem of silent customer churn – Interview with Anil Kaul of Absolutdata – and is number 170 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Jay:
About Jay (taken from his LinkedIn bio)
Jay Baer is a renowned business strategist, inspirational keynote speaker and the New York Times bestselling author of five books who travels the world helping businesspeople gain and keep more customers.
Jay has advised with more than 700 companies since 1994, including Caterpillar, Nike, Allstate, and 32 of the FORTUNE 500.
He is the founder of Convince & Convert ~ just added to Inc.’s 2015 5000 list ~ a strategy consulting firm that helps prominent companies through the smart intersection of technology and customer service.
His Convince & Convert Media division owns the world’s #1 content marketing blog, multiple podcasts – including Social Pros, Content Pros, InfluencePros, Business of Story, and Marketing Marvels – and many other education resources for business owners and executives.
The creator of five multi-million dollar companies, is also an active venture capitalist and technology advisor, as well as an avid tequila collector.