Hug Your Haters

A 250 words summary of Jay Baer’s philosophy

Most of the time, we become defensive or disregard unfavorable remarks received online and offline. In the video, Jay Baer offers an unusual viewpoint on why it is necessary to embrace negative comments from customers, especially in today’s digital media ecosystem.

He went into great detail about why negative feedback should be valued because it is the “middle meh” of any firm.

Here are a few takeaways from the brief video:

1. Not responding to complaints might exacerbate a negative situation. Responding shows that the brand cares when you respond. It’s an opportunity to re-establish customer trust and increase customer advocacy.
2. Customer experience is heavily influenced by response time. It only takes one hour for a quick, complete, and accurate response.
3. Great customer service, client retention, and business success all go hand in hand. According to a study, increasing client retention by 5% can boost profit margins by up to 25%. Because every bad comment is an opportunity to better your business, this is the case. Feedback is the petri dish of operational success, so keep that in mind at all times.
4. Finally, there is the rule of replying just twice. At times, the internet can be a speculative sport, and you don’t want to be caught up in a heated debate for all to see.

Any company can deliver exceptional customer experiences using Jay’s platform. The issue isn’t with haters… It is to ignore them.

If you liked this write-up, click the👏 below so other people will see it here on Medium.

You can watch the video here.