Exploring the World of Social Media from the Inside Out

Stop Being Scared of Customers That Suck

by Jay Baer |

“Do this for me . . . or else” is the general thrust of some customer interactions with haters who believe they can hold businesses hostage simply because social media, reviews sites, and forums include onlookers. Because they have an online audience, onstage haters‘ behavior can feel like an extortion scheme. This is especially prevalent among “influencers” who believe that citizenship and the laws of society should be amended due to their ability to craft…

About the Author

Jay Baer

Jay Baer has spent 23 years in digital marketing, consulting for more than 700 companies during that period, including 32 of the FORTUNE 500. His current firm – Convince & Convert – provides digital marketing advice and online customer service advice and counsel to some of the world’s most important brands like The United Nations, Allstate, Cisco, and Cabela’s. His new book, Hug Your Haters, is the world’s first modern customer service manual, showing how companies large and small can benefit from the enormous increase in online complaints and customer feedback. His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon best seller. A fixture in social media, Jay is the most retweeted person in the world among digital marketers, and the second most retweeted person in the world among B2B marketers. He is also an active venture capitalist, and is an investor or advisor to 15 early stage technology and social media companies.

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