Podcasts about embrace complaints

Jay Baer discusses how professionals can use the principles of excellent customer experience to stand out above the rest. — YOU'LL LEARN — 1) Why it pays to reply super fast 2) The best way to recover from a mistake 3) Why competency won't get you noticed—and what does Subscribe or visit AwesomeAtYourJob.com/ep971 for clickable versions of the links below. — ABOUT JAY — Jay Baer is a 7th-generation entrepreneur, New York Times best-selling author of seven books, and founder of six multi-million dollar companies. In 2023, he was named a Top 30 Global Guru in both Customer Experience and in Marketing. Jay has advised more than 700 brands in his career, including Nike, Oracle, Hilton, The United Nations and 40 of the FORTUNE 500.He is an inductee into the professional speaking and word of mouth marketing halls of fame. Jay has authored or co-authored among the best-selling business books of all-time in the categories of digital marketing, customer service, customer experience, and business growth. He has been named to more than 50 top global business influencer lists. Jay's books are known for deep, first-party research combined with unique, compelling case studies, and a heavy sprinkling of humor. • Book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers • Book: Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth • Book: The Time to Win: How to Exceed Your Customers' Need for Speed • Book: Youtility: Why Smart Marketing Is about Help Not Hype • Website: JayBaer.com • Website: TequilaJayBaer.com — RESOURCES MENTIONED IN THE SHOW — • Book: In a Sunburned Country by Bill Bryson • Past episode: 950: Cal Newport: Slowing Down to Boost Productivity and Ease Stress See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

BONUS - Dave's Audiobook Selection for December - Hug Your Haters - How to Embrace Complaints and Keep Your Customers by Jay BaerDo you have a hater?  You write your book, post your podcast, jump on social media or YouTube - share a piece of yourself with the world only to be swarmed by hate and negative comments like bugs at dusk!On the How To Podcast Series, a show where I teach and support people on their journey in starting their very own podcast (you should start a podcast as an author, you really should!)  I shared an episode that has garnered over 50,000 listens - yes, I am shocked just as much as you are - in this epiosde I share how to deal with a hater!  This episode has really struck a nerve, but in a good way!  If you would like to hear the episode simply click here!https://pod.link/1610039000/episode/094643199aa9c1d4de5fb8a3e446e07aI love this book by Jay Baer, one of my favourite authors in this space, so I thought that I would share it with you!Hug Your Haters - How to Embrace Complaints and Keep Your CustomersTechnology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:How, where, and why people complain (by demographic and by channel)How and when consumers expect a response when they complainThe advocacy impact of answering (or ignoring) a customerDifferences in complaint type and expectations by industrySupported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.https://www.amazon.com/Hug-Your-Haters-Jay-Baer-audiobook/dp/B01BVWUO4W/ref=sr_1_1?crid=GZVWZ287LPCJ&keywords=jay+baer+hug+your+haters&qid=1701971430&sprefix=jay+baer+hug+your+haters%2Caps%2C346&sr=8-1https://www.jaybaer.com/___A conference where the novelist becomes a podcaster, the motivational speaker dives into influencer marketing, and the charismatic TikTok creator learns the pull of captivating speeches. If you are an entrepreneur making waves with webinars, why not encapsulate your journey in a book? And for the YouTuber sharing life and adventures. Join us in Chicago!https://www.cre8tivecon.com/Support the showDo want your very own podcast and don't even know where to start? Start here!https://howtopodcast.ca/

How do you create a superfan of you or your business? What is the secret sauce that takes a musician from a talented person to a worldwide phenomenon? Brittany Hodak—an award-winning entrepreneur, author, and international keynote speaker—has the answers.  As an accomplished speaker, she's been invited to audiences and organizations across the world including American Express, We Work, Compassion International, Sony Music, and the United Nations to speak on customer experience.  She is the co-founder of The Superfan Company (now “Bright Ideas Only”), a multi-million-dollar fan engagement agency that has created successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, The Boston Red Sox, and many more.  In 2015, she was offered deals from four of the five sharks on ABC's Shark Tank at a valuation of more than $4 million. Listen to this episode of Mitlin Money Mindset® for some great takeaways about creating superfans and a culture to support them.  You will want to hear this episode if you are interested in... Learn more about Brittany Hodak and her love for customer experience [1:22] How Brittany defines the term “Superfan” [9:41]  Why it's critical to deliver exceptional service [10:52]  How can your business create a superfan? [15:16] The impact of social media on fandom [21:00]  How brands should handle negative feedback [24:10]  Brittany's most memorable success story [27:50] Brittany's experience being on Shark Tank [31:16]  What Brittany did today that put her in the mindset for success [34:21]  Resources & People Mentioned Creating Superfans: How To Turn Your Customers Into Lifelong Advocates Hug Your Haters: How to Embrace Complaints and Keep Your Customers Connect with Brittany Hodak The website On Instagram On Twitter On Linkedin On Facebook Connect With Mitlin Financial podcast*at*mitlinfinancial(dot)com - email us with your suggestions for topics or guests If you would like to learn more schedule a call: https://mitlin.us/FitCall https://mitlinfinancial.com  Follow on Twitter Follow on Instagram Subscribe on Youtube Follow on Linkedin Follow on Facebook Guests on the Mitlin Money Mindset Show are not affiliated with CWM, LLC, and opinions expressed herein may not be representative of CWM, LLC. CWM, LLC is not responsible for the guest's content linked on this site. Subscribe to Mitlin Money Mindset™ on Apple Podcasts, Spotify, Google Podcasts

We sat down with Owner of Shine Insurance Jeremy Goodrich this week on our podcast. Jeremy had plenty of tips and advice to share about how Realtors can navigate their business, attract clients & stay on top of their game! Together, we dove into the value of building your networking in a core community, the delicacy of finessing your words according to personalities, and, how to turn questions into content. We also explored why Jeremy loves LinkedIn and how you can adapt his “LinkedIn Challenge” in your business. Jeremy shares an abundance of information on this episode; including, the balance of knowing how your value as a Realtor changes in a shifting market and how to adjust accordingly. We also touched on the importance of structuring deals to speak to the interest of the seller and being the Realtor who can do this for your clients. Between all the helpful information Jeremy brings to the table & his 'New Home Buyers Guide' resource he shares, this episode is a must listen! Are you interested in Jeremy's recommended read? Check it out⤵️ “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” by Jay Baer https://amzn.to/3ZfxP1L

In this week's episode of the SIMPLE brand podcast, I talk with Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth and Hug Your Haters: How to Embrace Complaints and Keep Your Customers!Jay's one of the world's top 30 Global Gurus in customer service AND online marketing and is a hall of fame keynote speaker. And Jay's the author of six best-selling books.Jay and I discuss insights from his latest research study - The Time to Win: The 2022 Consumer Patience Study. It's all around brand speed and consumer patience. And it provides all the evidence you need to increase your speed and responsiveness in your customer experience.Some of the topics we discuss include:The importance of speed in customer experienceHow to know exactly how fast to be for your customers Situations where being TOO fast can actually hurt your businessThe surprising data that shows which age demographics are less patient than othersHow to increase revenue by offering a “fast pass”How providing proactive content helps save time and decrease customer service expensesRESOURCES FROM THIS EPISODE:Time to Win: The 2022 Consumer Patience StudyJay's websiteJay's book - Talk Triggers: The Complete Guide to Creating Customers with Word of MouthJay's book - Hug Your Haters: How to Embrace Complaints and Keep Your CustomersJay's tequila review profile on Instagram

Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana.   Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also hosts the “Experience This!” show podcast and “The Experience Maker Show.”   He earned a B.A. in Psychology and Communications from the University of Pennsylvania, and an M.B.A. in Marketing from the Kellogg School of Management at Northwestern University.   Questions   Could you share a little bit about your journey? How it is that you got to where you are today? Could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience? Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience? You mentioned that word of mouth is the best type of advertising for any business. How can we get our customers to the point where they want to share their experiences with us and it's not just a mere experience? Have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area? In this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers? Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Can you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it still had a great impact on you. Can you also share with us what's the one thing that's going on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you refocus if for any reason you got derailed.   Highlights   Dan's Journey   Dan shared that he started out in a marketing role right after college, even though he had never taken a marketing class; he was a psychology and communications, undergraduate major. And he realized once he gets into marketing, that's basically what marketing is, it's psychology plus communication. So, it turned out to work out pretty well. And he held that job for about four years, he really liked it. But he ended up going to business school, where he really formalized the marketing learning. And he learned that everything he had been doing had names and frameworks and all that sort of thing.   And then he spent another 15 - 16 years in corporate America, in financial services, healthcare, and eventually McDonald's, learning all sorts of marketing channels, but also evolving into customer experience, and really falling in love with CX and its power to impact the bottom line, to obviously make customers happier. And so, the book is really a summary of everything that he's learned, put into a simple framework that allows companies to create remarkable experiences for their customers without spending a lot of money.   “The Experience Maker, How to Create Remarkable Experiences That Your Customers Can't Wait to Share” - The Pillars That The Book is Built On   Me: Amazing. So the book is really, really an awesome tool. So, for those of our listeners that are not familiar with Dan's book, it's The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share. So, could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience?   Dan shared that he's a believer as a marketer, that the single best way to do marketing today is to get our customers to do it for us. And it's called word of mouth marketing; it's usually been considered the holy grail for marketers, and something that's been on attainable until now.   And really, what we're finding is that the companies that create great experiences don't have to work so hard at marketing, because their customers are doing it for them, they're sharing these experiences, because people like sharing positivity. We know that people share both negative experiences and positive experiences, but what they don't share is an average experience. Nobody ever has said; “Let me tell you about the perfectly ordinary restaurant I went to last night.” That's not something we care to share. But man, we will talk about it if it was amazing, and we will talk about it if it was terrible.   And so, the idea of the book is to teach companies, how do you create those amazing experiences and how do you create them in such a way that customers can't help themselves, they reach into their pocket and grab their phone and take a picture and share it and say nice things about you.   So, the framework that he introduced is called WISER. And it's so that you become wiser than the competition when it comes to customer experience. The first four letters wise stand for Witty, Immersive, Shareable, and Extraordinary, which are four different elements that help to create the kinds of experiences that are remarkable or worthy of remark, worthy of talking about.   Now you can use one of them, or you can use more than one of them. And the more that you stack them, the more powerful they are. But even just using one is going to start to change how your customers perceive the experience with you.   The R in WISER then becomes about being Responsive. And when people are talking about us, especially on social media, we've got to be part of that conversation. After all, if somebody gives us a compliment, we ignore them in real life, that's pretty rude. They don't think really highly of us and yet brands do that all the time in social media, where customers are complimenting them, but the brand is nowhere to be found.   Me: So, one of the things I really liked about the section on Witty, so you kind of explained that a little bit for us, you indicated that it wasn't so much about being humorous, because not many brands can carry off humour, depending on what their brand, reputation or image is. But more so, being very clever and creative in the messaging that you put across. And there was one that really caught my eye in the book when I was reading; the gas station one where it said customer service is priceless and I thought that was really cool. Because at a gas station, typically, rates are not necessarily the best. So, that kind of caught my eye like if I did see two gas stations, as you suggested in the book and said customer service is priceless, I probably would go to the one that said that versus the one that didn't have anything that would have caught my eye. That was really cool.   Dan shared that one of the ideas there is that competing on price is a loser's game, and all you got to do is talk to that gas station owner because he's got his competitor right across the street selling a very similar product for the exact same price. So, competing on price isn't going to work for him. Now competing on product is also difficult because they're both selling gas and inside their stores, they're both selling basically the same convenience items. So, what's left is customer experience and if this particular gas station can differentiate based on the service that you're going to get, that is a reason to choose one over the other one across the street.   Example of Companies that Have Demonstrated an Immersive Experience   Me: So, the next part of your book talks about delivering an experience that is immersive. Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience?   Dan shared that immersive is really about the continuity of the experience and creating something that is consistent and fluid in the customer's eyes. And that's difficult as companies get bigger because they tend to have silos and everyone in each silo is responsible for one part of the experience, but nobody's responsible for connecting those experiences together.   So the poor customer ends up with this very choppy experience moving from part to part in your company. So, one of the examples that he shared in the book is about a company called Imperfect Produce. And they're a company that takes strangely shaped and sized fruit and vegetables that don't meet the cosmetic standards of a grocery store. And they box them into a subscription service that you can get a box every week at your doorstep.   And what they do is play on this idea that their fruits and vegetables sometimes look funny, they're sometimes too big or too small, or they're dented, or they're just shaped weirdly. And so, they actually lean into that and they have these characters that appear throughout the experience that are these vegetables and they have googly eyes.   And you see these characters in their marketing, on the box, really throughout the experience. The other thing that they really lean into is this idea that by buying their fruits and vegetables, which otherwise would have gone into the landfill, you're doing a good thing, you're saving waste from going to the landfill, you're saving water and CO2 because of the farmers not having to replant so often and they track this on the website.   So, every time he goes in to pick his fruits and vegetables, he's reminded of how much he has saved from the landfill and he noticed the other day he just crossed 1200 pounds of produce that he's gotten since he's been a customer. And these are the kinds of things that keep people coming back for more because of the immersive nature of them; he's much more tied into this brand than he would have been if they weren't immersive.   Me: It's almost like you feel like you're a part of their journey in whatever they're doing and because of that, it's much more difficult for you to walk away from them. And now it becomes a real relationship, because there's value being given on both ends of the spectrum.   How to Get Customers to Share Their Experiences With Us   Me: Now, you also mentioned that your experiences must be shareable. And I remember you used this word in the book, where you said customers have like a “Meh” experience, which is, I guess, just a mediocre one. I guess if we were to compare it to NPS, it would be like persons who scored seven and eight, because they're not really wowed, but they're not disappointed either, so they're kind of in the middle. So, what I really wanted to ask was, we have customers who we want to share our experiences and you mentioned that word of mouth is the best type of advertising for any business. “How can we get our customers to the point where they want to share their experiences with us and it's not just a “Meh” experience?”   Dan shared that the best example that he thinks really epitomizes this is the story that he tells in the book of taking his son for his birthday to a restaurant called Fleming Steakhouse.   And they walk into the restaurant, he had already told them ahead of time that it was his son's birthday, and the Maître d' hands him a birthday card that is signed by the staff. And he was pretty impressed with that, he had not seen that before.   And they're sitting in eating our dinner and the discussion turns to and this may just happen in families where dad is a customer experience guy. But the discussion turns to his daughter actually brought up and said, “Hey, if they brought us a birthday card, I'll bet they're going to do something pretty special at the end of the meal.”   In the US, you often get a slice of cake and a candle when it's your birthday, and it's a very nice gesture, it's just that every restaurant does it, so it doesn't necessarily stand out.   And sure enough, Fleming's did not disappoint, they came out with a box of handmade chocolates that was sitting on a plate, where Happy Birthday was spelled out in cocoa powder. And instead of a candle, they had a sparkler and the sparkler is so much cooler than a candle.   Now, there are four people at the table and without being told to and without coordinating, everybody immediately grabbed for their phones. And they took a picture of this dessert.   And the parent shared it to Facebook, and the kids shared it to Snapchat or Instagram, and just like that, Fleming's had four different shares of an experience at their restaurant, all because they decided that a slice of cake and a candle while a nice gesture, is just not going to stand out enough for people to want to share it.   Now, he'll bet that box of chocolates and the sparkler doesn't cost them much more, it might even be around the same price. But the idea is that it's so completely different and it stands out in such a way that people can't help themselves, they want to take a picture of it.   And so, he uses that as a metaphor for companies to think about, “Where do you have a candle that you could turn into a sparkler?” Because that's the difference, that's what makes it shareable.   Me: That's amazing. That was really out of the box thinking that that restaurant did for your son. And you're right; every restaurant does just give a cake and a candle so if you're doing something different then I guess that's where the extraordinary in your wise acronym comes in because that experience was definitely extra ordinary, it was definitely out of the ordinary.   Dan stated that extraordinary just means a little bit better than ordinary, it doesn't have to be a private firework show and a Beyonce' concert, that's extraordinary too.   But nobody has that kind of budget to do. And so, it's just about figuring out somewhere in your journey, where let's say you're doing something the same way that your competitors do it, that's a pretty good bet that that's an average experience, because your competitors are not delivering extraordinary experiences most of the time. So if you're doing it like everybody else is doing it, do it differently. And that's a great way to go from ordinary to extraordinary, make it stand out by being a little bit different and that is another element that causes people to want to talk about it. Since the Pandemic, Do You Find That Customers Are More Sensitive to Customer Experiences?   Me: So Dan, a big part of customer experience now, I know it has definitely changed a lot. I know a lot of customers are paying so much more attention to it now since we're all going through this global pandemic. But have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area?   Dan stated absolutely. He thinks we as customers really took note, especially early on in the pandemic, of which companies were there for us when we really needed them, and which companies weren't.   And the truth is, is that a lot of companies did a very nice job at especially at the beginning of the pandemic, responding, reacting, and innovating. And then other companies really did not a good job of this. And basically checked the box, and didn't particularly do anything different.   So, an example of that is when the pandemic first started, most of us got a lot of emails from companies that were telling us about their enhanced cleaning procedures. And he loved that everybody called them enhanced cleaning procedures, they weren't ever better or improved, or anything other than the word enhanced because somebody started using the word enhance, and then everybody else copied that word.   And they also sent us, at least in the US, they would send us to the CDC website, which is the Center for Disease Control, he's sure other countries have a similar organization. And what he found was that all these emails basically said the same thing, they were totally uncreative, unremarkable.   And then I got an email from his investment broker Charles Schwab and their email didn't say anything about cleaning procedures, or the CDC website. Instead, their email said, “We understand that you must be very nervous about a volatile stock market. And so, we want to make sure that you know all of these tools and benefits that you have available to you that you can use to help you through this difficult time.”   And for him, that was exactly what he needed from his investment firm. He didn't care about their cleaning procedure, that wasn't important to him. But he certainly cared about a volatile stock market. So that's the difference between companies that cared, and that were really trying to deliver what customers needed at this difficult time, versus what everybody else was doing. And so, that is something that customers remember and they've seen lots and lots of customers switch brands during the pandemic, because they realized that the company they were doing business with just wasn't going to be delivering the experience that they wanted.   Re-Humanize The Customer Experience Even Though Using Digital to Support that Whole Transition and Make Things Easier for Customers   Me: Amazing. So, that's definitely some other ways that our customers' expectations have changed. I think also Dan, since the pandemic, I get that digital transformation is super important and it definitely makes life that much easier for the customer and can create that effortless experience for them and seamless experience, especially seeing that you may not want to physically go to the business place. But I get a lot of questions from time to time from companies asking me questions like; “Do you think human beings are going to become obsolete totally in the whole realm of customer experience? And of course, my answer is always no. But in this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers?   Dan shared that he totally agrees with Yanique, humans aren't going anywhere, we're not going to be replaced by robots. And the reality is that customers today crave human interaction and the pandemic actually exacerbated that, especially the time that we were all stuck in our homes for so long, we wanted human interaction. And so, there's a time and a place for both human engagement and technology engagement within the customer journey. There are times where we just want to self serve, and we just want to go online and see our balance or pay a bill or whatever and we don't want anybody to bother us, we just want to do it ourselves. And then there are other times where we really need to talk to someone because we have a problem that we don't think we can solve by ourselves or that might have too many layers to it. And so, we don't, at that point, want to talk to a computer, we want to talk to a person. And he thinks that companies that are getting it right are figuring out when do we deliver self service and when do we deliver human service. But those two things are always going to exist; one is not going to replace another.   App, Website or Tool that Dan Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without in his business, Dan shared that he would say right now it's actually LinkedIn and the reason for that is just that it is the place where he network, where he share content, where he consume other people's content. And where he meets people that want to do business with him. And he thinks that is the space right now online that he can't do without.   Books That Have Had the Greatest Impact on Dan   When asked about books that have had the biggest impact, Dan shared that one of his favorites is They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan. It's a marketing book and it teaches you how to create content around the questions that your customers ask you, or that your prospects ask you. And so, although it's a marketing book, it actually takes a lot of customer experience themes into it and he thinks it was one of the most valuable books that he has read, and has used in his own business and actually has used with clients as well. Another one that he would pick, he's going to go with one of Jay Baer's books, because he loves him as well. He really loved Utility, but he's going to go with Hug Your Haters: How to Embrace Complaints and Keep Your Customers. And much like his (Dan) first book, being about social media, customer service, this is really a book that tells you to embrace complaints, and to learn from them and to treat them as gifts, because they can help you not only be responsive to customers, and maybe turn them from detractors to advocates, but also to go back to your business and find what's actually wrong and try to fix it for other people. So, Hug Your Haters is another one that definitely changed how he thinks about things.   What Dan is Really Excited About Now!   When asked about something that he's really excited about, Dan stated that you're asking a guy that just spent nine months launching a book; he's now kind of just coming off of that. But he'll say that he's super excited to be back speaking on stages in person. He had two keynotes this week in two different cities, it was so nice to be with people again, yes, everybody's being safe and wearing a mask where appropriate. But there's just something as the speaker to talking to people in real life and seeing their eyes and seeing their reactions and hearing them laugh and clap and what have you that just doesn't happen on Zoom or in digital channels. And so, that's something he's really excited about is the fact that live events are coming back and are back in some places. And he really looks forward to doing a lot more of those in 2022.   Me: That's brilliant, love that. So simple. And pre pandemic, we probably would have taken these very simple things for granted. I'm sure we never would have imagined a time when we were locked up in our homes and everything had to be digital. So now, as you said, we're getting back out there, and we're still being safe. But you really appreciate the very simple things in life that as I would say, we may have taken for granted; we wouldn't have realized how important or how valuable those kinds of experiences are.   Where Can We Find Dan Online   Website - https://dangingiss.com/ LinkedIn – Dan Gingiss Twitter - @dgingiss   Quote or Saying that During Times of Adversity Dan Uses   When asked about a quote or saying that he tends to revert to, Dan shared that this quote, believe it or not comes from a fortune cookie. He got this fortune that he was so excited about and he taped it up on to his camera right behind his laptop screen.   So, since the camera is always facing him, he can always see this. And it says, “Never mind tomorrow. Today is the day.” And he loves that because there are days where we want to procrastinate, or there are days where we just don't have the energy. And he likes reminding himself that today's the day and today is the day that he can move his business forward, he can help a customer out, he can do something nice for somebody, and you never know what tomorrow brings, or even if tomorrow brings and so that's a quote that's definitely stuck with him for a while.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share by Dan Gingiss Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Wayne McCulloch is one of the world's leading customer success experts and a Top 100 Customer Success Strategist, Wayne works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than 25 years of experience in customer-focused roles.   Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker.   Questions   Could you tell us a little bit about your journey, we always like to hear from our guests, in their own words, a little bit about how they got to where they are today. Could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic. So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding? How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level. How do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well? What's the one online tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read very long ago, but it still has had a great impact on you. Or it could even be something that you've read recently that you found to be really insightful or impactful? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get your refocused or get you back on track? Do you have one of those?   Highlights   Wayne's Journey   Wayne shared that it's interesting when he looks back, because there's no possible way he could have created a plan to get to where he is today, which made him totally rethink how he thought when he was in the early 20s trying to think about what's his career going to be? What is he going to do? Where is he going to be?   And it really, really is a journey that hasn't been planned in any way shape or form from a long term perspective, but just made up of a collection of opportunities that have presented itself. But he got into the world of software for a strange reason, it's because he was working in a sort of more traditional space and one of his friends got a job in software, and they said, it's amazing, they have Pop Tarts in the fridge and you can cook up and it's casual clothes, and it's like flexible work from home.   And this is back in the 90s when that was just so foreign to him working in a more traditional business environment. And so he joined a software company for reasons nothing to do with software, and yet it to become part of his life for the last 25 years.   And for him, he started off in the world of education, enablement, adoption of software in the B2B space and really love that for 15 years of his career and then realize that this whole customer experience, customer success movement, especially in the world of software with cloud and the way we can easily download apps and use any product very quickly, which is very unlike software in the 80s and 90s, he realized that that was a space he was very interested in is how to enable people to get success with these investments, with these software applications, and so moved into the world of customer success and that's where he's been ever since.   Pillars That Business Owners or Managers Need to Focus On Emerging Out of a Pandemic      Me: So Wayne, you have this new book that was released recently. It's called “The Seven Pillars of Customer Success” so could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic.   Wayne stated that it's a very unique time right now. As an author like Yanique, he has much more respect for people that write books than he did before he embarked on this journey 3 years ago. He was very motivated. It's similar to when you join a gym, you get really excited, you start working out and getting up early, and then you start missing a couple and then eventually you just stop going and writing a book for him was like that, he was so excited.   And then he's like, “Wow, this is really hard. And it's not what I thought it would be.” But ultimately, they got the book done and launched as The Seven Pillars and it really was a collection of a lot of experiences.   But for him, The Seven Pillars wasn't anything ground-breaking, it was more how do we create or construct a framework by which we can base our business on how we service our customers, because there's lots of great books on why customer service and the customer experience is so critical for a customer's success.   And there's lots of great books on how to execute that as far as like sort of activities, things you need to be thinking about. But for him, he was missing a framework to pull it all together. He knows it's important. He knows there's really cool things about creating customer delight and all these other sort of tactical engagement type things but what he was missing for him to make customers successful was what's a framework that he can build that conflicts with his business as it grows or shrinks but can also accommodate a consistent sort of value proposition, a consistent theme, a consistent what he calls narrative when he's speaking to his customers.   And so, the book for him was about constructing these seven pillars which really focused in on three main areas. The first one is your company. The second one is your customer. And the third one is sort of the people delivering that experience. And it's funny, he's talked to people and like, “Why do you start with your company? If this is about customer experience and the customer success and servicing that customer, why do you start with your company?” and he said he has a saying it's, “Customer success equals employee success, and employee success equals customer success.” And it really starts with the employee or employees, and it starts with your organization, you need to build a foundation as a company or as a business that can sustain and deliver a great experience for your customers.   So it actually starts with your own organization. And so, he developed sort of 10 tools, very specific to the B2B world in software, but certainly applicable as a framework in other contexts, which is, how are you going to run your business at scale, having a consistent voice, having a consistent value proposition into the market and that's what the first pillar is all about.   The next 5 pillars are all about the customer's journey with you as a company. And for him, it starts off with on-boarding.   On-boarding a new customer, a new consumer into your business, and how to go do that right. And he actually has a story in the book, it's about a hurdler in the 2016 Olympics and he was representing Haiti. And he was in the semi-finals so he's super pumped because such a small sort of population of people can have someone at the Olympics at the highest level, potentially getting into the gold medal race and he was watching with great enthusiasm. And unfortunately, he tripped over the first hurdle fell down and didn't qualify. And he feels like that's kind of like customer service, it's kind of like running a business, if you trip over the first hurdle, it's really difficult to recover, really difficult to come back. And it doesn't mean you can't finish and it doesn't mean you can't have some success but it's really difficult to win. And so, for him, on-boarding was the first pillar.   And then there was the second pillar of the customer journey, which really focused in on the adoption of your product or service, like how do we get true adoption and by adoption they don't mean just using it, but they mean getting full value from it. How do we do that?   The third sort of pillar on the customer journey was really focused in on how do we cement that value proposition in that person's mind? So they've on-boarded well, they're using or leveraging the product in some way and now they're getting maximum value that it can provide because that leads you to the fourth stage, what he calls the fifth pillar, which is around the value expansion. How do we now give that consumer, that customer more value?   How do we create an experience for them even better than what we have done, whether it's through more of the same product or additional products and services?   And then finally, a really important one, which he hopes they talked about later is when Yanique mentioned what the most critical one would be around advocacy. How do we create advocates of our brand, of our products, of our services into the market because that is, in this day and age, one of the easiest, fastest and most scalable ways, certainly the most affordable in order to attract new business.   The final pillar, the seventh pillar is all about the people delivering on that promise, that value proposition, that great experience, and how do we invest in those people.   And he co-created a model with a friend of his, Shane Anastasi who also has written a book on the consulting side, and it's called The KSE Model, which is knowledge, skills and experience and if we think of our people at the frontline delivering service, we think of what knowledge do we give them? What skills can we have them acquire and then how do we give them the experience and the feedback in order for them to improve and be better? And so, that kind of rounds out the whole book, he jokes that no one needs to buy the book now, they almost have it all in a podcast.   Does On-Boarding Includes the Recruitment Process?    Me: So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding?   Wayne stated that it's a great question. And it's funny, because to answer the question, it's after they've acquired the customer. But in the book, he actually has a secret eighth pillar. And it's funny because when he was writing the book and he was at 345 pages long, which is pretty big for a business book, and the publisher is like just get the book published, how much more can you put in there? And he's like, another 345 pages, there's so much content.   And he said, he actually thinks there's an eighth pillar, potentially, he's not sold on it yet, but he does believe it exists. And the publisher is like, you can't make it eight pillars of the books called The Seven Pillars and all the graphics and all that, all this work had been done around The Seven Pillars. But in actual fact, he talked about the fact that the eighth pillar is pre boarding, he calls it pre boarding, it's like getting on a plane, it's called pre boarding which is, how do we set up the customer for success before they're a customer.   And even in this day and age defining what a customer is, is different because you might have a service that you give a free trial, well, they're not paying for the service, so they really not a customer of your business from a financial standpoint, but they're consuming the service, so they are a customer. But it's a trial, so this notion of pre boarding customers, getting them ready to engage with you is something that he definitely added into the book at the end.   Recruiting the Right People for the Right Organization   Me: So one of the things I think is so critical sometimes when we're dealing with customer experience, you definitely need to get the right customers, but you also need to get the right people internally. So, there's an internal customer service.   How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level, at the end because one of the things you spoke about was you want your internal and external customers to become your advocates, your evangelists, your word of mouth advertisers, but how do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well?   Wayne stated that this is a challenge facing every industry that has service professionals. And he calls them service professionals deliberately, he feels like when people talk about service industry, it's not referred to in a way that he thinks really highlights the importance that the role that service people play, it is so incredibly important to service professionals. The one thing that have been his experience where he's had successes when he hires people, he doesn't hire for skills, he doesn't care if you're finished high school, he doesn't care if you have a Master's, it doesn't matter to him, in service that's relevant, it does not matter.   What matters is empathy, to him, that is all that matters. If he can find people that can demonstrate the capability of being empathetic, can show examples of how they're empathetic, then you have a winning service person.   And it doesn't matter if you're in a very technical field, if you're in the retail field or whatever, the person has to have that empathy. You can't really teach empathy, it's something that you have, you can amplify it and you can certainly improve through learning and experience.   But ultimately finding people with empathy because they don't just have empathy for the customer, which is so critical to delivering a great experience, but have empathy for your business.   They get it's difficult, they get there are tough times, they get the challenges are going to come that make it necessary to make tough decisions as a company, as a business.   And so empathetic people can work through that in a way that allows them to be comfortable and allows them to also be more appreciative of the environment they're in. And then other things like communication, sharing, listening, collaborate, all those things that we would want to make sure that we provide as an environment from our people are all important, he's not saying they're not but to him, the critical skill is empathy.   He worked in a software company called Looker, one of the best companies he's ever worked for, for culture. And there's probably one other company in his whole life called PeopleSoft in the 90s, they had just amazing culture.   And the founder of Looker has this phrase that he uses when he started the company. He said, “Great software is an act of empathy.”   In other words, if you're using software and you can't use it, it's frustrating, you get stuck at breaks, you are ruining that person's day potentially impacting their career. It goes beyond creating a great, in this case - application, it's about people being able to do their jobs and be successful. And so, great software is an act of empathy.   But they sort of built on that and said, “Great service is an act of empathy.” That's really what it's about, it's about putting yourself in the other person's shoes. And it's great when things are good, I want to buy something, I've got great experiences and that's great. And we should celebrate and service people with empathy that they lead with can enjoy that and can celebrate and make that a really unique, fun, positive experience for both the consumer and for the service person. But it's also when things are bad is when empathy shines through and that comes through in a genuine way.   We've all been there, he doesn't want to say that the cable company because they always get used. But let's just say we call someone and we get frustrated, we get moved around. “Sorry, that's not the right department, I can't help you.” And we get that in big companies. And that just means they haven't worked out how to intake the questions appropriately or you get a chatbot that just keeps asking you 50 questions.   And you just get frustrated, you're not getting someone who's empathetic, who's saying, “Look, I get it, your time is more valuable than ours. Time is all you have, you can't buy more of it. So every minute you spend trying to solve a problem with us that we've created in your life, a hassle, an issue or problem or difficulty, that's on us not on you. And yet you pay the price as the consumer.”   And so, people who are empathetic can empathize with that. And for him, that creates a different dynamic between people in your company. And then inside your own company. As he said, empathetic people get that sometimes things get tough and they're going to rally, they're going to support because they genuinely know that you as a business owner, or as a company, you believe in that customer centricity, it's not just a moniker, it's not just a mission statement, it's not just something painted on the wall, it's demonstrated by a group of empathetic people trying to make the best experiences possible for their customers.   Me: It's funny that that whole characteristic that you have to have as an individual, empathy, it really as you said, it's something that it just cannot be taught, it has to be something that you have from within. And just on your experience, Wayne, do you feel that as you grow older, especially like as a parent, because I believe empathy is one of those social skills that you should have, just general things like being polite, being courteous, empathy is something that should be a part of your socialization. But what I have found is that because it requires that you tap into your emotional intelligence, at what age do you think persons start to really exercise empathy, maybe in their teenage years to just get a better understanding of connecting with other people, maybe you have a friend who is going through something and you empathize with her, that way when you actually get into the work environment, well, I don't think you'd have mastered this skill, but you definitely would have had some exposure to it. What are your thoughts on that?   Wayne stated that he can be really frank here and say his answer is now different than what it was 5 years ago. Because 5 years ago, he had kids. And so, he was raised by his grandparents and so he was brought up in a more traditional environment when it comes to manners, when it comes to morals, we're talking people born in 1920.   So, the environment he grew up as a child was very polite and actually, in many regards, was very empathetic and so it enabled him to understand the impact that we have on other people when we meet them. And so, now that he's had children, he's like, well, he wasn't born in 1920 and he certainly doesn't have all the morals and manners his grandparents had. Hopefully, he has a lot, hopefully, his grandma would say he still has some. But really, when it comes down to it, he thinks about how does he instill values? And how does he practice empathy with his children when they're in an environment that was very different to his, where he was able to hone that for him.   And it's simple things at Christmas time, is, you know, sponsoring a family that might have financial difficulties in buying presents for their children and so going shopping with your 5 year old kid and saying, “Hey, what would you like for Christmas?” And they're like, “Oh, I'd love this Barbie Set.” And he's like, you know there's people out there that actually don't have this opportunity to pick out a toy. They're not lucky like we are, they're unlucky.   Does that make you sad that they can't have the fun things you have? And while he gets the comprehension is limited, it's starting to have a conversation and a dialogue, not everyone is on the same playing field, not everyone has the same opportunities, and we can make a difference because we can. And so let's pick up a toy, what sort of toy do you think a girl of your age would enjoy. And she might say, it's a Tonka truck or it might be a tennis racket or something. And so we'll go buy it and wrap it and go give that to a family.   And so, over time we look for opportunities to broaden the thinking of our children, our life, our world, what we have is not the only thing that exists because in the world of customer service, you're dealing with people that have lots of different backgrounds and lots of different challenges.   And having an appreciation that we're just one more problem they're having to deal with if they're frustrated or one more opportunity to create delight for someone who might not have that. Everyone has that in their life to varying degrees, some worse than others. So in his mind, he thinks you can start exploring and understanding things like empathy as early as 5 years old, because that's where he's starting. He's not sure if it has an impact, he'll tell you in 15 years' time. But he does think it's something we can explore with our children so that as they grow, they can have a broader understanding of how other situations people find themselves in, which in customer service, we touch everybody, from all walks of life, good and challenging.   Me: And it does cement also that there is research out there that says you do form your personality by age five. So it's good that you've started that conversation, because it means then as your kids get older, and you may not be the centre of influence in terms of information that you give them, because now they're exposed to the school system, they have teachers, they have friends, by the time they turn teenagers, what their friend said to them is of greater value than what their parents said to them. And so it's good those core things are built in from early.   App, Website or Tool that Wayne Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Wayne shared that for him, it's not really directly for his business, but he lives in LinkedIn. He's noticed social media person, he's not on Facebook, he doesn't have an Instagram account. He's not a Twitter person, that's not for him. They're very private as a family and they'd like to keep it that way. But for him, from a professional and business sense, he finds that networking through tools like LinkedIn enables him to connect with people who have similar situations or been on similar journeys and that's super critical. Because one thing he learned writing a book and talking to 50 Plus of his peers in the industry is none of us are as smart as all of us. Doesn't know who said that but he heard that one time when he was younger, and he really gets that. We've all faced different challenges and overcome them and have experiences and have had impacts and we can all learn from that. And then one thing that he's learned on LinkedIn is by connecting with people and either mentoring or getting mentored by or just simply saying, “Hey, I really love your career, I love what you've done, I'd love to grab 30 minutes of your time just to talk about what you've learned, what I've learned.”   More often than not people like absolutely, like, this is great. I can learn from you; you can learn from me. And learning strategies and concepts and ideas and techniques from other people, for him is a powerful way to help the business. So, he would say something like that because it's such a unique way to find people with common backgrounds and explore experiences together which is cool.   Books That Have Had the Greatest Impact on Wayne   When asked about books that have had the biggest impact, Wayne stated that he read his book recently and he thought it was really good. He agrees with everything in the book. But there's a lot of great books out there. And in his book he actually referred to a book from the 80s that talked about moments of truth. And there was a more recent book from Chip Heath and Dan Heath, it was about the power of moments. And one thing for him in understanding a customer journey, which is really all the touch points a customer will have with your brand, whether it's digital, physical, online, with you present or not like a website, the power of those moments are incredible. So there's a book called The Power of Moments: Why Certain Experiences Have Extraordinary Impact, which he thinks helps to highlight that when you're trying to create a great experience for a customer, you really have to understand what are the moments that really require that effort, because you could put a lot of effort into a moment that is not as impactful from an advocacy, a loyalty, a delight kind of experience. And so, understanding that he thinks is really cool. So, he felt like that book was pretty cool.   The other one he really liked, which was a recent book is called Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer. So, for him, that was really difficult concept because in your business, especially if you own your business, you love that like you love your children and that makes you a little irrational sometimes. And so, when people complain or get upset, you immediately become defensive and because you know that that's either not true or this is not fair, or because you're kind of bias. But learning to hug your haters is great. He remembers watching and it was an Apple plus TV show called Ted Lasso, which is an incredibly different show, but wonderful at the same time. And there's a scene where one of the players sort of talks to the coach and basically tells the coach that he doesn't like him and really upset. And the coach, when the player walks away, the coach says to the assistant coach, “Well, he thinks he hates me now wait until he loves me.” And that phrase for him and then later in the show, that player ends up loving him and actually says, “You make it so hard to love you.” Because he's sort of frustrated at something. And then he's like, “Did you hear that, he loves me like.” And that to him is exactly how we view our customers, is when they're upset, like, here's my chance to make them love me. And so, that books great too. There's plenty of others. He can't consume all the books he wants to read just for time purposes but they're the two that have had impacts on him recently.   What Wayne is Really Excited About Now!   Wayne shared that he just released a book, which is very scary, because you're putting out there, this is what I believe, this is what I think, this is what I'm suggesting or advising people to do and that's really scary. And as you write the book, you're often asking yourself saying, “Well, do I believe what I'm saying here? Am I saying it because I read it in a book? Am I saying it because I experienced it? Am I saying it because I truly believe it.” And so, when you finally put it all down, you send it out in the world. And so, what he's doing now is he's talking to people who read the book and saying, “What's missing? What did I leave out? What did I get wrong?” And for him, that's amazing growth opportunity, like, “Oh, did I get that wrong? Actually, you're right. I didn't think of it from that point of view. I don't know everything. I know a lot. And I want to share that but I don't know everything.” And so, that's what he's working on right now is really uncovering the gaps in the book, the gaps in his knowledge, the gaps in his skills, maybe who knows, one day he'll do a new edition of the book and add some chapters in or make some modifications. But really, that's primarily what he's focused on.   And he's just started writing a second book with two other authors. So he's going to do this with two other people, hopefully, it will make it easier. There'll be more information coming out about that end of the year. But it's really about the fourth industrial revolution and how we're going to displace a lot of workers through AI, ML, robots, that's accelerating. And so, how can we re-skill hundreds of millions of humans on new opportunities in a very coordinated way, which he doesn't think we're doing as a society right now. So it's a little heavier than the book he just wrote, but equally important.   Where Can We Find Wayne Online   LinkedIn - @waynemcculloch Website – http://www.cspillars.com/   Quote or Saying that During Times of Adversity Wayne Uses   When asked about a quote or saying that he tends to revert to, Wayne stated that he does but will give a quick background. He went on something called an Outward Bound Standard course which is basically 28 days in the bush in Australia. And literally you've got a piece of plastic, you pull your shoelaces out of your shoes every night, put a bit of grass in the corner of the plastic and you tie your shoelace around and tie that to a log and that creates this kind of tent they call it a BV whack around Australia and you really live outside for a month with no phone and no electricity, nothing. You're not allowed anything of that. And while he was there, you got one mail drop that sort of day 20. And one of his friends wrote, just literally he opened the letter and it was one piece of paper with this one phrase on it, nothing else, didn't have his name, didn't have “I hope all is well, here's what's happening.” All it had was this phrase, which was “Tough times never last, tough people do.”   And for him, that helps him get through when he's feeling down, when he's feeling like things are going to be difficult. He's like, it won't last, we'll get through it. And as long as we get through it, we get stronger and we continue. So that's something he always think about and refer to in his professional career as well as his personal life.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath Hug Your Hater: How to Embrace Complaints and Keep Your Customers by Jay Baer    The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Aubrey Bursch of Easy School Marketing Website shares insights on what the best schools are doing to continue to move forward through all kinds of adversity and how the best leaders are supporting their schools.Marketing is like a puzzleLeaders listen and make tough decisionsThe Ideal Team Player: How to Recognize and Cultivate The Three Essential Virtues by Patrick M. Lencioni What does the market want & need and how can you serve them?If you're trying to serve everybody - you're serving nobodyWhen you have a community with a shared mission and you're all working toward a common goal and purpose-it shows!We're all in this to help our studentsThere's a big disconnect between what a school thinks their brand is and what everyone else is talking about their brandSchools need to be authenticSome people think a brand is you said it and it's goodHow many mistakes did you make today because you are on your way to learning some moreFind a mentor and mentor othersDaniel AmenHug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey ColemanA leader is not a position - it is a mindsetServe and help & listen and be kindGet to know everyoneNo job is beneath youKnowing all the positions, knowing the people in them and respecting them is hugeSet boundariesBeing a leader does not mean you always have to be rightEducators are shaping the future generations - that's one of the most important jobs EVER!Teach life skillsEvery child should have a chance at a great educationEducation is one of the most important things we have in this world right nowAudibleHere are some additional resources supporting our mission.Episodes, Feeback, Show Notes & more - www.elevateschool.usFacebook Group LinkedIn GroupConnect with Matt on LinkedInConnect with Kevin on LinkedInComments or Questions? - kevin@theSMARTsub.com

Are you often picked on while cleaning? Or singled out at work by other housekeepers? The subtle signs of bullying in the workplace are easy to miss. The good news, though, is that turning the tables on mean coworkers is easier than you think. Today's #AskaHouseCleaner sponsors are Savvy Cleaner Training for professional house cleaners and maids. And Funny Cleaning Shirts. #AngelaBrown #SavvyCleaner *** RATE THIS SHOW *** https://sotellus.com/r/savvy-cleaner *** RATE THIS PODCAST *** https://ratethispodcast.com/askahousecleaner *** FAST TRACK TO CLEANING SUCCESS *** https://SavvyCleaner.com/Calendar-of-Courses *** MOST REQUESTED LIST OF CLEANING STUFF I USE *** https://www.Amazon.com/shop/AngelaBrown ***FUNNY CLEANING SHIRTS – DAILY GIVEAWAY*** Enter to Win - https://funnycleaningshirts.com *** MORE VIDEOS ON THIS TOPIC *** The Myth of Difficult People | Karen Gordon | TEDxUTAustin - TEDx Talks - https://youtu.be/NtMp76RTahY Communicate with Empathy - Communication Coach Alex Lyon - https://youtu.be/8tyFJTtzYtY How to Deal with Difficult People | Jay Johnson | TEDxLivoniaCCLibrary - TEDx Talks - https://youtu.be/kARkOdRHaj8 5 Ways to Disarm Toxic People - Inner Integration - https://youtu.be/Dc_ZOjt0QFA How I survived workplace bullying | Sherry Benson-Podolchuk | TEDxWinnipeg - TEDx Talks - https://youtu.be/YmRKlZEXVQM *** GOOD KARMA RESOURCES FROM THIS EPISODE *** These good karma links connect you to Amazon.com and affiliated sites that offer products or services that relate to today’s show. When you click on the links and buy the items you pay the exact same prices or less than if you found the links on your own elsewhere. The difference is that we make a small commission here at the show for sharing these links with you. Emotional Intelligence: Why It Can Matter More Than IQ - http://amzn.to/2xbb865 Attitude 101: What Every Leader Needs to Know - https://amzn.to/2XmnT7a Hug Your Haters: How to Embrace Complaints and Keep Your Customers - http://amzn.to/2GcaXfb Communication Theory - Emotional Intelligence - http://amzn.to/2v3xaE9 Emotional and Psychological Abuse - https://amzn.to/2Srz7py *** CONNECT WITH ANGELA ON SOCIAL MEDIA *** LinkedIn: https://www.linkedin.com/in/savvycleaner/ Facebook: https://Facebook.com/SavvyCleaner Twitter: https://Twitter.com/SavvyCleane Instagram: https://Instagram.com/SavvyCleaner Pinterest: https://Pinterest.com/SavvyCleaner *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY *** http://amzn.to/2xUAF3Z *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. And cleaning company expansion help. Our host, Angela Brown, ran and managed one of the largest independently owned cleaning companies in the Southeast for 25-years. She’s the CEO, and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com *** VIDEO CREDITS *** VIDEO/AUDIO EDITING: Kristin O https://savvycleaner.com/reviews/kristin-o POST PRODUCTION: Amber O https://savvycleaner.com/reviews/amber-o HOST: Angela Brown https://savvycleaner.com/reviews/angela-brown PRODUCER: Savvy Cleaner https://savvycleaner.com

When a client refuses a reclean, you may feel like you have a high maintenance customer. As a house cleaner, it is important to clarify expectations with your cleaning client. When a client refuses a reclean it doesn't mean you have difficult cleaning clients. How to talk to cleaning clients is an art every house cleaner can learn. A frustrated client is bad for business and costs money on your customer satisfaction policy. Clean don't reclean. Today’s #AskaHouseCleaner sponsor is Savvy Cleaner Training for house cleaners and maids. *** CALENDAR OF EVENTS FOR HOUSE CLEANING TRAINING *** https://SavvyCleaner.com/Calendar-of-Courses *** MOST REQUESTED LIST OF CLEANING STUFF I USE *** https://www.Amazon.com/shop/AngelaBrown *** MORE VIDEOS ON THIS TOPIC *** How To Make Your Customers Happy & Satisfied - ClickBank University - https://youtu.be/izFHWR8-NUg 5 Steps to Improve Customer Satisfaction - UpsideLearning - https://youtu.be/XK3cNcuvuMs How to Give Great Customer Service: The L.A.S.T. Method - Learn English with Emma [engVid] - https://youtu.be/dnpMqQnt8WY How to Handle Customer Complaints Like A Pro - Valuetainment - https://youtu.be/kx7-S9jvVXM Service Business Examples - How to build a successful service-based business? - Evan Carmichael - https://youtu.be/Eccjx6hJP_U *** GOOD KARMA RESOURCES FROM THIS EPISODE *** These good karma links connect you to Amazon.com and affiliated sites that offer products or services that relate to today’s show. When you click on the links and buy the items you pay the exact same prices or less than if you found the links on your own elsewhere. The difference is that we make a small commission here at the show for sharing these links with you. So, you create good karma by supporting 8 families who work on this show. Delivering Happiness: A Path to Profits, Passion, and Purpose - https://amzn.to/2Q4bq6D Difficult Conversations: How To Discuss What Matters Most - https://amzn.to/2ICI0sa Getting to Yes: Negotiating Agreement Without Giving In - https://amzn.to/2W1LXPi Hug Your Haters: How to Embrace Complaints and Keep Your Customers - https://amzn.to/2TE2mI1 The Anatomy of Peace: Resolving the Heart of Conflict - https://amzn.to/334SOsu *** CONNECT WITH ANGELA ON SOCIAL MEDIA *** LinkedIn: https://www.linkedin.com/in/savvycleaner/ Facebook: https://Facebook.com/SavvyCleaner Twitter: https://Twitter.com/SavvyCleane Instagram: https://Instagram.com/SavvyCleaner Pinterest: https://Pinterest.com/SavvyCleaner *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** HOUSE CLEANING TIPS VAULT *** (DELIVERED VIA EMAIL) - https://savvycleaner.com/tips *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY *** http://amzn.to/2xUAF3Z *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, a 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com *** VIDEO CREDITS *** VIDEO/AUDIO EDITING: Kristin O https://savvycleaner.com/reviews/kristin-o HOST: Angela Brown https://savvycleaner.com/reviews/angela-brown PRODUCER: Savvy Cleaner https://savvycleaner.com

jQuery(document).ready(function($) { $('#wp_mep_7').mediaelementplayer({ m:1 ,features: ['playpause','current','progress','duration','volume','tracks','fullscreen'] ,audioWidth:400,audioHeight:30 }); }); Please find some links and notes from the 2 Regular Guys Podcast. Join us as we welcome Michael Momeno to discuss how to take your ideas, business plans, budgets and turn those into a roadmap for success. Michael is an award winning financial planner who is going to bring his years of knowledge to our industry to help us meet our goals. Bring your questions for Michael and we will cover a lot of ground and give you plenty of things you can start putting into practice right away. Sponsored by: Impressions Expo. Use the Promo Code RegularGuysIE for a FREE Expo Pass! Our regular listeners know this, but 2 Regular Guys are all about garment decorating, a bit of fun, and no rants or lectures or selling. We are not doing this for our employers, but rather for our industry. Since February 2013, The 2 Regular Guys have been the first and the most listened to garment decorating industry podcast on this planet! We are humbled by all of you tuning in each week. We work hard to bring you information that will make your business better, and our industry better. Take a look at our incredible weekly guest list and you'll understand where this industry goes for news, interviews and the heartbeat of garment decorating. Thanks for listening! Jay Bear - Hug Your Haters Aaron: Let's start out with a quick chat with Jay Baer. He will be presenting the Opening Keynote at ThreadX and being a customer experience geek, I'm a big fan of Jay's work. He is the founder of Convince & Convert and author of several of my favorite books like Hug Your Haters and Talk Triggers plus hosts of the award-winning Social Pros podcast. Welcome to the 2 Regular Guys Podcast Jay!Erich: The burning question our audience, the Regulators has… Is the plaid suit already picked out for ThreadX? Aaron: Jay we are pretty excited to meet you in Scottsdale in a little over 2 weeks. What are you looking forward to learning most about the garment decorating community that is coming together for this event?Erich: Jay, as Aaron mentioned, you are presenting the opening keynote for ThreadX coming up on February 24th, titled Hug Your Haters: How to Embrace Complaints and Keep Your Customers. What do you hope the audience comes away with after your presentation?Aaron: What one piece of advice would you want to leave our listeners with so they can get a little taste of what is to come at ThreadX and all of the other amazing content you put out there? Roadmap to Success Michael Momeno entered his financial services career with American Express Financial Advisors in 1999 in St. Louis County. It was there he developed his skills as a financial planner. In 2000, he enjoyed early career success, achieving honors and awards associated with his status as a top 100 new advisor in the country. Michael moved into a regional leadership role with American Express Financial Advisors in early 2001 where he recruited, trained and mentored new advisors to the firm, while still working with existing clients and growing his practice. He was in this role for 3 years before returning to focus on his personal financial planning practice full time in 2003. In 2014 he joined Money Concepts where he continues to help individuals, families and small business owners plan and prepare to accomplish their dreams and goals.Erich: Michael, so lets dive right in. When you encourage someone to “Roadmap Your Way to Business Success” what do we mean by that? Is business planning the key, or is there some missing ingredient that you see?Aaron: Micheal you work with a diverse group of people in your practice, from federal benefits to individuals and more. When working with small businesses, where do you see them stumble?Erich: So when it comes to financial planning for a small business w...

Ovi Vitas, EVP, Chief Brand & Digital Officer of Marriott Vacations Worldwide, joins the Social Pros Podcast to talk about his unrelenting focus on customer experience and how to use ‘Social Champions’ to decentralize social media execution and add authenticity. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud My Emma Full Episode Details When your company is under the umbrella of a ‘mother company,’ how can you communicate that on social media whilst retaining and showcasing the differentiated experience your brand provides customers? This is often top of mind for Ovi Vitas, EVP, Chief Brand & Digital Officer of Marriott Vacations Worldwide, who takes a decentralized approach to the content that’s created and shared on social. To showcase a property-by-property experience, Ovi and his team have identified people from each location to be crowned ‘Social Champion.’ It’s this unique approach to decentralizing social media execution that has empowered people at each location to create incredible social media content. By following an enterprise set of guidelines, these ‘Social Champions’ play a key role in helping Marriott Vacations Worldwide add real authenticity to their social content. In This Episode: 05:26 – What brands can learn from Marriott Vacations’ unrelenting focus on customer experience 08:22 – How to use social media to market a ‘high-end’ product 11:25 – How “Social Champions” help Marriott Vacations Worldwide showcase the authentic uniqueness of 60+ properties 18:28 – How modern technology has aided our ability to decentralize social media execution 23:53 – Why it’s important to focus on brand reputation management while remaining transparent 29:48 – How the timeshare aspect of Marriott Vacations Worldwide works and what they’re doing to improve the customer experience 33:53 – Why brands need to listen to what customers are saying on third-party online communities Resources: Get the new State of Marketing report for free from Salesforce here Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here Learn how to use Emma to help you design and create emails that your subscribers can’t resist Download Salesforce’s free e-book, 50 Social Media Best Practices Find out more about Marriott Vacations Worldwide Read Jay’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers Visit SocialPros.com for more insights from your favorite social media marketers.

In the new era of the music industry, artists are taking control of their music careers through the power of the internet and social media, which means there's more pressure on the artist to deal with their fans more personally. When you have to open yourself up to the world, how do you handle yourself and the interaction with your audience? How much of your personal life should you share? How accessible should you be? How do you deal with problematic fans? That's why we're covering in this episode of the Savvy Musician Show. Key Points From This Episode: Creating perceived value The importance of intangible qualities How to use culture in your posting Sharing your personal life The 3 P's of what to share on social media Having personal and business social media accounts Why you shouldn't use your personal profiles for business Avoiding controversial topics on social media When it makes to be political on your pages Dealing with trolls Toughening yourself up for social media Tweetables: “You need to help your fans understand that, that you are a farmer's market and you're not Walmart.” — @LEAHthemusic [0:07:40] “People pay for water, people pay for Starbucks coffee. They could easily make the coffee at home, but people are obviously paying these prices because of a perceived value.” — @metalmotivation [0:08:56] “I'm going to pay a lawyer more than I pay my landscaper because they just solve different problems, so it's all in terms of value.” — @metalmotivation [0:11:09] “I'm one of those introverted extroverts where I want to be out there, I love people, but I also sometimes shy away from the spotlight and I don't want to be in the spotlight all the time.” — @LEAHthemusic [0:14:50] “You don't want to be airing your dirty laundry online, that's not attractive, nobody wants that and it's not professional.” — @LEAHthemusic [0:15:32] “There's many reasons why you do not want to collect fans on a personal profile.” — @LEAHthemusic [0:19:46] “You cannot advertise from a personal profile, so you shouldn't be collecting fans there.” — @LEAHthemusic [0:19:58] “You have a tremendous opportunity even as an artist to demonstrate leadership.” — @metalmotivation [0:24:32] Links Mentioned in Today's Episode: Nazneen Rahman (Student Spotlight) — https://www.facebook.com/NazneenRahmanMusic/ Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer

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.

The cost of a mishandled complaint can cost you thousands in lost revenue. And then there is a cost of damage control and reputation management. Angela Brown, The House Cleaning Guru says take responsibility for your actions. If customer satisfaction is the question accept responsibility and do a re-clean or offer a refund. If you break an item while house cleaning offer to fix it, or offer to pay for a replacement. The cost of a mishandled complaint is an angry customer who is social media savvy. And when customers are angry it magnifies complaints. Today's Ask a House Cleaner sponsors are Savvy Cleaner (Training for house cleaners and maids.) And Savvy Perks (an affordable benefits program for cleaning business owners and their cleaning staff. #Responsibility #SavvyPerks #AngelaBrown *** HOW DID WE DO? (Help us improve) *** Do you like Kristin’s editing of this video? https://savvycleaner.com/reviews/kristin-o Do you like Angela’s delivery of this video? https://savvycleaner.com/reviews/angela-brown *** MOST REQUESTED LIST OF CLEANING STUFF I USE *** https://www.Amazon.com/shop/AngelaBrown *** MORE VIDEOS ON THIS TOPIC *** 5 Step Process for Handling Complaints - Shep Hyken: Customer Service & CX Expert - https://youtu.be/gLRIW64ZcOo How to Handle Customer Complaints Like A Pro - Valuetainment - https://youtu.be/kx7-S9jvVXM I Was Seduced by Exceptional Customer Service | John Boccuzzi, Jr. | TEDx Talks - https://youtu.be/GH1TXfQSwUQ How to Provide Extraordinary Customer Service: The Fred Factor - Mark Sanborn Official Booking Site - https://youtu.be/4GKQ9kTnSg4 What is customer service? The 7 Essentials to Excellent Customer Service - David Brownlee - https://youtu.be/tn0veQ7_stI *** GOOD KARMA RESOURCES FROM THIS EPISODE *** These good karma links connect you to Amazon.com and affiliated sites that offer products or services that relate to today’s show. When you click on the links and buy the items you pay the exact same prices or less than if you found the links on your own elsewhere. The difference is that we make a small commission here at the show for sharing these links with you. So, you create good karma by supporting 8 families who work on this show. Hug Your Haters: How to Embrace Complaints and Keep Your Customers - https://amzn.to/2RnNxIO WTF?! (Willing to Fail): How Failure Can Be Your Key to Success - https://amzn.to/2Pdgg0m The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service - https://amzn.to/2DOdDfY Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills - https://amzn.to/34RnxJM Raving Fans: A Revolutionary Approach to Customer Service - https://amzn.to/2YgrCot *** CONNECT WITH ANGELA ON SOCIAL MEDIA *** LinkedIn: https://www.linkedin.com/in/savvycleaner/ Facebook: https://Facebook.com/SavvyCleaner Twitter: https://Twitter.com/SavvyCleane Instagram: https://Instagram.com/SavvyCleaner Pinterest: https://Pinterest.com/SavvyCleaner *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** HOUSE CLEANING TIPS VAULT *** (DELIVERED VIA EMAIL) - https://savvycleaner.com/tips   *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com

Advertising, Marketing, Business, Relationships, Empathy   Summary   Would you like a methodology for creating immense word of mouth for your business? If so, then I believe you're going to LOVE this discussion with Jay Baer. That and more on today's show.   Interview with Jay Baer   You'll discover:   What a talk trigger is, and why it's so important. Why the talk triggers used by The Cheesecake Factory and Doubletree Hotels are actually what turns their customers into volunteer marketers and salespeople. Why offline word of mouth is actually more persuasive than online. The difference between a talk trigger and a USP (unique selling proposition). The 4-5-6 system for building talk triggers. Why “Surprise and Delight” does NOT make for an effective talk trigger. How the magicians Penn & Teller create a memorable experience for their fans. Why empathy is the easiest talk trigger to implement, and extremely powerful. What you can learn from Dr. Glen Gorab, an oral surgeon who uses a simple but immensely effective talk trigger that has exploded his practice. The thing about Dr. Snip and his “very special” giveaway. ;-)     The 4 Requirements of a Talk Trigger   Must be remarkable Must be relevant Must be reasonable Must be repeatable       Click to Tweet   A talk trigger is a strategic operational differentiator that compels word of mouth. @jaybaer #marketing Word of mouth #marketing and talk triggers are all about giving your customers a consistent story to tell about you. @jaybaer #Advertising is a tax on the unremarkable.~Robert Stephens, founder of Geek Squad per @jaybaer   Interview Links   TalkTriggers.com ConvinceAndConvert.com Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth by Jay Baer Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Youtility: Why Smart Marketing is about Help Not Hype by Jay Baer ConvinceAndConvert.com Social Pros Podcast Hire Jay to speak Free Presentation by Jay and Daniel that you can download and present to YOUR team members. You can easily customize it to talk about your own talk triggers. Connect with Jay on LinkedIn Follow Jay on Twitter Follow Jay on Instagram Jay's YouTube channel Resources   The Go-Giver Influencers Facebook LIVE Show Order The Go-Giver Influencer Sell The Go-Giver Way Audio Program  GoGiverSalesAcademy.com The Go-Giver Leader TheGoGiver.com GoGiverSpeaker.com Burg.com  How to Post a Review

"The house cleaner has no class!" Don't ever tell Angela Brown a house cleaner has no class. This sent her on a rant about entitled, mean, stuck up, snarky, bratty house cleaners. If a house cleaner has no class "fire them on the spot." "The house cleaner has no class!" Don't ever tell Angela Brown a house cleaner has no class. This sent her on a rant about entitled, mean, stuck up, snarky, bratty house cleaners. If a house cleaner has no class "fire them on the spot."  "The homeowner is the paycheck for the housecleaner or maid. And I don't ever want to hear the homeowner feels bad. Or that they are not good enough or inferior to the cleaner they are hiring." Today's Ask a House Cleaner sponsors are Savvy Cleaner Training (house cleaner training for nice people.) My Cleaning Connection (a hub for pro cleaning tips and cleaning videos.) HouseCleaning360 (where you can find a new maid service if yours is mean.) And Savvy Perks (a way to reward the cleaners in your life that bring you joy. *** COMPLETE SHOW NOTES FOR THIS EPISODE *** https://askahousecleaner.com/show  *** MORE VIDEOS ON THIS TOPIC ***How do I deal with a bully, without becoming a thug? - https://youtu.be/sgWyolwBGgEDr. Phil's Advice for Dealing with Bullies - https://youtu.be/kE2wMiLHzeMHow to Deal with A Bully & Get Your Confidence Back - https://youtu.be/URuJBWbowyICommunication Skills - The 6 Keys of Powerful Communication - https://youtu.be/XCc6-qr0GwwThink Fast, Talk Smart: Communication Techniques - https://youtu.be/HAnw168huqA *** RESOURCES FROM THIS EPISODE ***Hug Your Haters: How to Embrace Complaints and Keep Your Customers - http://amzn.to/2GcaXfbHaters: Harassment, Abuse, and Violence Online - http://amzn.to/2GcLiTsHate Crimes in Cyberspace - http://amzn.to/2uhlQYqSelf-Talk: How to Train Your Brain to Turn Negative Thinking into Positive Thinking & Practice Self Love - http://amzn.to/2IJT6dRWhat to Say When You Talk to Your Self - http://amzn.to/2ubuKXb365 Days of Positive Self-Talk - http://amzn.to/2u8oPlSThe Power of Neuroplasticity - http://amzn.to/2GhJ4lS We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. *** OTHER WAYS TO ENJOY THIS SHOW ***ITUNES - http://apple.co/2xhxnojSTITCHER - http://bit.ly/2fcm5JM SOUNDCLOUD - http://bit.ly/2xpRgLH GOOGLE PLAY - http://bit.ly/2fdkQd7 YOUTUBE - https://goo.gl/UCs92v  *** GOT A QUESTION FOR A SHOW? ***Email it to Angela[at]AskaHouseCleaner.comVoice Mail: Click on the blue button at https://askahousecleaner.com  *** HOUSE CLEANING TIPS VAULT ***(DELIVERED VIA EMAIL) - https://savvycleaner.com/tips *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY ***http://amzn.to/2xUAF3Z  *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP ***https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** LOOKING FOR WAY TO BOOST YOUR FANDOM? ***https://www.facebook.com/groups/HouseCleaning360/ *** FOLLOW ANGELA BROWN ON SOCIAL MEDIA ***https://Facebook.com/SavvyCleaner https://Twitter.com/SavvyCleaner https://Instagram.com/SavvyCleaner https://Pinterest.com/SavvyCleaner https://Linkedin.com/in/SavvyCleaner  *** WHAT IS ASK A HOUSE CLEANER? ***Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** DISCLAIMER ***During the shows we recommend services, sites, and products to help you improve your cleaning and grow your cleaning business. We have partnerships or sponsorships with these companies to provide you with discounts, and savings. By clicking on and buying from these links we may receive a commission which helps pay for the production costs of the show. Support the show so we can continue to bring you free tips and strategies to improve your cleaning and help you grow your cleaning business.  THANK YOU!   *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry reach out to our promotional department info[at]AskaHouseCleaner.com *** THIS SHOW WAS SPONSORED BY ***SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com  SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com

"Haters, bullies, and trolls are mean-spirited people trying to bloke block me so I can't grow my cleaning company." We Ask a House Cleaner about haters and difficult people (i.e. the annoying competitor.) Angela Brown, The House Cleaning Guru gives tips on haters. Bleep and block the adversary or mean maid. You can't grow your cleaning business if you focus on the antagonist in your way. Speed cleaning your social media of opposers frees you from your enemies. Today's sponsors are Savvy Cleaner Training for house cleaners and maids. My Cleaning Connection - a resource hub for cool cleaning stuff. And HouseCleaning360.com where you can list your cleaning business and find leads. *** COMPLETE SHOW NOTES FOR THIS EPISODE *** http://askahousecleaner.com/haters *** MORE VIDEOS LIKE THIS *** If My Life Depended on It - https://youtu.be/zbWN20J458Y Scam Artist Targets House Cleaners - https://youtu.be/aSgqmlxbUJY Broken Vacuum - https://youtu.be/wmCpLk43Eic Damage Control for House Cleaners - https://youtu.be/eFHErJW-f5k Housekeepers Having a Bad Day - https://youtu.be/iwpQq1Dasfg Accused of Theft While House Cleaning - https://youtu.be/hWBVEs0XoLk   *** RESOURCES FROM THIS EPISODE *** Hug Your Haters: How to Embrace Complaints and Keep Your Customers - http://amzn.to/2GcaXfb Haters: Harassment, Abuse, and Violence Online - http://amzn.to/2GcLiTs Hate Crimes in Cyberspace - http://amzn.to/2uhlQYq Self-Talk: How to Train Your Brain to Turn Negative Thinking into Positive Thinking & Practice Self Love - http://amzn.to/2IJT6dR What to Say When You Talk to Your Self - http://amzn.to/2ubuKXb 365 Days of Positive Self-Talk - http://amzn.to/2u8oPlS The Power of Neuroplasticity - http://amzn.to/2GhJ4lS We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. *** OTHER WAYS TO ENJOY THIS SHOW *** ITUNES - http://apple.co/2xhxnoj STITCHER - http://bit.ly/2fcm5JM SOUNDCLOUD - http://bit.ly/2xpRgLH GOOGLE PLAY - http://bit.ly/2fdkQd7 YOUTUBE - https://goo.gl/UCs92v *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** HOUSE CLEANING TIPS VAULT *** (DELIVERED VIA EMAIL) - https://savvycleaner.com/tips *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY *** http://amzn.to/2xUAF3Z *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** FOLLOW ANGELA BROWN ON SOCIAL MEDIA *** https://Facebook.com/SavvyCleaner https://Twitter.com/SavvyCleaner https://Instagram.com/SavvyCleaner https://Pinterest.com/SavvyCleaner https://Linkedin.com/in/SavvyCleaner *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** DISCLAIMER *** During the shows we recommend services, sites, and products to help you improve your cleaning and grow your cleaning business. We have partnerships or sponsorships with these companies to provide you with discounts, and savings. By clicking on and buying from these links we may receive a commission which helps pay for the production costs of the show. Support the show so we can continue to bring you free tips and strategies to improve your cleaning and help you grow your cleaning business. THANK YOU! *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry reach out to our promotional department info[at]AskaHouseCleaner.com *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com

Dan's 20-year career has consistently focused on delighting customers, spanning multiple disciplines including Social Media, Customer Service, Marketing, and Digital Customer Experience. Dan is the author of the new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, which is available on Amazon. He also co-hosts the Experience This! podcast, a weekly look at what’s working – and not working! – in the world of customer experience. Previously, Dan hosted the Focus on Customer Service Podcast, where he interviewed nearly four dozen brands which are renowned for outstanding customer service in Social Media, garnering tips and best practices. The podcast was named one of "The 50 Best Customer Retention Podcasts to Help You Attract, Engage and Retain Customers" by NGDATA. A frequent conference speaker, at conferences such as: Social Media Marketing World, Social Shake-Up, Corporate Social Media Summit, The Customer Service Summit, The Secret Service Summit, and more, Dan has also been named to several notable industry lists, including:   "The 30 Most Influential People in Social Customer Service" by Conversocial "The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017" by CustomerGauge   Dan has also been responsible for Social Media, digital marketing, and customer experience at several Fortune 300 brands, including being the Senior Director of Global Social Media at McDonald’s Corporation, Head of Digital Marketing at Humana and Head of Digital Customer Experience and Social Media at Discover. He played a key role in Discover winning its first J.D. Power Award for “Highest in Customer Satisfaction.” Dan also holds a B.A. in Psychology and Communications from the University of Pennsylvania, and he has an M.B.A. in Marketing and Strategy from the Kellogg School of Management at Northwestern University. He resides in Chicago with his family and is an avid Cubs fan.   Questions   Tell us a little bit about yourself and your journey What are some tips for an organization who is now embarking on using social media as a part of their marketing tool or their marketing strategy? What are some of the main things you have noticed over the years as being in customer care on social media? Why do you think people tend to flock to social media? How do you stay motivated every day? What is one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? What is the one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find you online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights   Dan Gingiss has been a marketer for more than 20 years and the role that really pushed him into customer experience was at Discover Card. He was recruited into a role in the digital team and asked to lead Digital Customer Experience and it was interesting to him because the guy that recruited him there who is the Chief Digital Officer noticed something about him or was able to verbalize something about him that he had not actually figured out about himself yet and he said that the reason why he wanted him to lead this with very little digital experience on his resume was that he had a unique ability to always be wearing the customer hat in almost every meeting he was in. And so, as he thought about that he was like, “Yeah, that actually is me.” He loves to put myself into the customer's shoes and try to be the customer so that he knows what it is that he’d like to see or what he’d like to experience and that helps him to design better experiences so that was a really fun role for him because his team was leading the website and eventually the mobile app. And just to give an idea, Discover which is not even one of the biggest Credit Cards in the U.S. gets almost 50 million logins a month on their website. So, it is the key way that customers engage with their Credit Card company. And so, there's so many opportunities to improve and develop new experiences as they do that. So that was his role. It also got him into Social Media and in Social Media as a marketer, the thing that interested him the most was that it's the first and only Marketing Channel where people can actually talk back to you. So, every other Marketing Channel the brand gets to have a megaphone and kind of shout its message at people and people either have to listen or perhaps they can turn off or change the channel. But this is the first channel where people can talk back to and that was immediately fascinating to him because he knew that companies that engage with their customers were going to be differentiated and that in itself was a way to improve the customer experience. So, that's kind of how he got into this and from there it's just been something that he has been fascinated by. He has written about it, he has been podcasting about it, and it continues to be a topic that he thinks is absolutely critical for virtually every business out there.   Yanique mentioned that the whole platform of customer experience over the years clearly has changed as indicated in the introduction where Dan said before traditionally marketers would be using a megaphone and kind of shouting their messages to the customer. A big part of customer experience now especially with Social Media is that the customer now has a platform by which they can express their voice and so testimonials have become such an integral role in terms of customers making decisions. It's no longer what you say the brand is but it's not what your customers say the experience and the brand experience is like.   Dan agreed and stated that we all expect that when we go to a business's website, that website is going to tell us great things about the business because it's speaking, so we're used to that. And that's a good first step to figure out what it is we're getting ourselves into but with almost any product or service the very next step is to figure out what other people are saying and whether that's a ratings and reviews site or it's looking up the company on Facebook or on Twitter. These are really important steps in the buying journey. And so, the extent to which companies can ensure that as prospects go through that buying journey they're hearing good things about their company or if they're hearing complaints that they're seeing a company that cares enough to listen to those complaints and respond to them. That's becoming really critical and he thinks the companies that are figuring it out are the ones that are getting more business because people are taking into consideration besides price and product, they're taking into consideration the willingness of the company to engage with me if I have a problem as a as a big part of the decision.   Dan stated that when social started that's exactly what brands did is they said, “Hey, this is another way for us to shout our message at the masses.” It's a cheap way for us to do that especially back in the day before it became mostly a paid channel. And he thinks that they quickly figured out that this was a different kind of channel and that customers were not going to stand around for just hearing marketing messages. If you think about it, what's amazing about Social Media is that all the power has shifted from the company to the customer, the customer at any time can unfollow a company or just not pay attention to it anymore. And as we all know when we look at our streams and Facebook and Twitter we're seeing a lot of content. So, it's very easy for us to just scroll past it if it's something we're not interested in but he does think that more and more customers as they're evaluating companies they want to do business with are looking at their social presence to make sure that it isn't just marketing and to make sure that when people do bring questions or complaints to their attention that that company is engaging back. It is a new world in which consumers want to have a relationship with companies and that relationship is two way and it involves being able to have a conversation with the brand. When I want to and where I want to. And so, looking on the Twitter feed or the Facebook feed to make sure that a company is willing to do that as he said he believe is becoming more and more part of the decision-making process.   Yanique mentioned that one of the things that her customers sometimes ask her and as an expert in Social Media Customer Care, she would love to hear his feedback on it. Typically, what do you think is the global standard or do you think it should be a standard based on the industry that you are in if you post complained or comment on someone's social media page. What is a standard time within which they should get back in touch with you. Is it immediately? And when we say immediately, what do we define that as, 24 hours, an hour, 30 minutes?   Dan stated that the time to get in touch with a customer after a complaint or comment was posted does differ slightly by industry. He would say that best in class is 15 minutes or less. He doesn’t think that people expect instant yet unless they're on a channel like a live chat. But he thinks 15 minutes or less is considered best in class. Now there are some caveats to that. If you are an international airline that operates 24 hours a day you know the expectation is that you are available 24 hours and that you're responding quickly because your customers might be stranded in an airport having just missed a flight and they cannot wait for a response. If you are a mom and pop retail store that has one location that's open from 10:00 am to 5:00 pm every day, there's probably not as much expectation that you are responding 24/7. And into that kind of a company he would advise that as long as you are upfront with your customers about when you're available and you set expectations properly it's absolutely fine for you not to be available all the time. The challenge is that more and more consumers are evaluating every company they do business with in comparison to every other company they do business with. If you are a restaurant, you're not necessarily being compared to another restaurant, you're being compared to Amazon or Sprint or Comcast or whatever company. I just had a really great experience with on social media and who answered my question in 15 minutes or less. So that's the challenge is that you don't get to say, “Well. I'm just a small restaurant.” And so, my customers’ expectations aren't as high because unfortunately you're being compared to all those other companies. Now the good news is those other companies are also being compared to you. So, when he goes into a restaurant and he has a really nice waiter or waitress and the food is delicious and the overall atmosphere and experience are fantastic, the next day when he walks into the Sprint store or some other place, he is comparing that experience to what he just had at the restaurant. So, he thinks that the short answer to the question is, he has always tried it at the companies he has been at to aim for 15 minutes or less, that is best in class across all industries but certainly depending on the size of your company, the size of your customer base and your hours of operation. There's flexibility there.   Dan stated he has an easy equation that he has in his book and for those of who don't like math don't worry you're not going to be overwhelmed. The equation is that expectations plus emotions equals a willingness to share. When companies exceed customer expectations we make them happy. And unfortunately, today they're still surprised at that because companies don't exceed expectations very often and when we have a great experience we are more than willing as customers to share that publicly because it is still a unique thing to have a great experience. When companies only meet expectations or barely meet expectations, you created a motion that's really blahhh, nothing and an okay experience, there's no reason to share that. Why would anybody want to tell their friends about an OK experience. But when companies miss expectations we make customers sad or worse angry. And unfortunately, there's a very high willingness to share there as well. So, his advice to companies is to make sure that your positive experiences outweigh your negative experiences and you will have more positive sentiment on Social Media than negative because your fans will be louder, your lovers will be louder than your haters. And that's hard to do because especially as your business gets bigger you are going to make mistakes, you are going to miss customer expectations. But even then, you have such an opportunity in a public space like Social Media to show that you care, to show that you have empathy and to make it right. There's countless occasions where he has seen companies turn negative detractors into positive advocates just because they are responsive and willing to help.   Yanique stated that Dan mentioned one very important word that she thinks is critical to achieving customer experience and building loyalty. And that's empathy. And asked if he could just share with us what are his views on empathy and why is it even necessary in our customer service environment regardless of the industry that you're in?   Dan stated that it goes back to what he was describing before is the ability to step into the customer's shoes. He thinks that very often companies create products and services and even worse processes that they haven't actually as consumers gone through themselves. So, they make a lot of sense to the company but as a consumer you're stuck going through a process that is difficult or time consuming or doesn't make sense. And when you have a complaint, what you want is somebody to listen to you and to believe your complaint and to be willing to help and all of that kind of gets wrapped up into empathy and the best customer service agents are the ones that are able to step into a customer's shoes, understand that they're frustrated and be willing to try to help them. When people ask him what kind of people you look for in Social Customer Care. He always says you want to look for the customer service qualities first among which empathy is one of the top things to look for because you can teach almost anybody how to do Social Media. It's very difficult to teach empathy and it's very difficult to teach someone to be great at customer service, to want to solve customer problems, to be willing to listen, to be willing to remain objective and not get emotional when a customer is upset. These are things that are really tough to teach and they're kind of innate in people. But when you find those people that are good at that you can teach them Twitter and Facebook, that's pretty easy. He believes that empathy is one of those things that customers are looking for when they're frustrated and when they find it, it eases their frustration and again can make them actually turn the negative experience into a positive one.   Yanique reiterated by saying you take the same approach that you would take to employ someone that you are putting face to face in front of your customer with the right attitude. And then you can teach them the technical skills but that same characteristic that you're looking for in that individual that's who you're going to put in front of your Social Media as well.   Dan agreed stated that when you've got people answering in Social Media they are the face of your brand. The other thing he advise for social agents in particular is to make sure that they're good writers which is something that you don't need necessarily in a phone agent but when you see companies responding to customers and there are spelling and grammar errors that's a reflection on the company and so the people that you select for this really important role, they've got to be good writers, they have to be able to show empathy and patience and caring and a willingness to solve problems because all of that is reflective of your brand.   Yanique stated that the book actually covers a lot of the areas that Dan speaks to. She is encouraging listeners that are going to have the opportunity to listen to this podcast. This book was actually written by Dan and Jay Baer wrote the foreword to the book. Jay Baer was a past guest on our podcast couple months back so you can always archive one of those podcast episodes and listen to Jay. But it's important and just wanted to emphasize to our listeners that this is an awesome book. It focuses on a lot of areas and questions that Dan may not be able to fully answer in this podcast, he's only touching on little areas but he goes deeper in the actual book Winning at Social Customer Care. So, she would encourage all of you and have the opportunity to listen to this episode to head on over to Amazon and purchase this book because this could be your winning tool for 2018.   Dan stated that he stays motivated because he thinks that customer experience is still in its infancy. He thinks we've been talking about it now for a couple of years as being important and you see all the surveys that say that CEOs and CMOs know that it's a key thing to focus on. But he still thinks we're not quite at the point where customer experience is going and thinks that it will be the last true differentiator among brands. Think that the industries that compete on price find out very quickly that that's a very tough way to make money. And we know that most products and services can be copied in some way. And so, the real distinction that companies have is the way they treat their customers and that is very difficult to copy because it is made up usually of human interactions. And so, he has talked before about hiring the right people and having the right front line, that's very difficult to copy and that's what motivates him because he looks around and his podcast is all about great experiences that he and his co-host have had with different companies or that their listeners have had with different companies but it is amazing just waking up every day and living your life and interacting with brands. It is amazing how few of those there still are, as often as we've been talking about customer experience and Yanique has this great podcast and other people are talking about it, it is amazing still how many companies don't get it or aren't executing on it. So, to him that just means opportunity and he thinks that a day is coming where all companies are going to have to prioritize it and that will be exciting because as customers, that is going to make our lives a lot easier.   Yanique mentioned that it's interesting that Dan said that because we are all customers regardless of the businesses that we interface with or the lives that we lead but a lot of the challenges that we face in life that contribute to our stress level being high which leads to chronic illnesses. It really boils down to the interactions and the relationships that we have with people and a lot of it boils down to the services experiences that we have, how we treat each other, how we respond to each other. If more organizations could make an effort to understand how important this is to their business it would actually improve the quality of life not just in the business but generally how we relate to each other in the world, it would improve the world overall.   Dan agreed and said that Jay Baer was on a previous podcast and Jay wrote a terrific book called Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer and one of the key takeaways there that he loves is that people who complain about your company, complain because they care. The ones we need to be worried about are the ones that have already picked up and moved to our competition. But the ones that are complaining actually care about our brand and want us to be better. And again, there's a sort of a human nature to that that if we're just willing to listen and hear out a customer that has a complaint more often than not we're going to realize that that complaints are valid and that that customer might actually be suggesting ways for our experience to be even better. And as long as we're open minded about that we shouldn't be afraid of complaints, in fact we should welcome them because it's feedback and feedbacks a gift whether you are a company or an individual, getting honest feedback is a real gift. It's what we do with it that matters and he totally agrees, if we had fewer bad experiences with companies we'd probably all be happier as a population.   Dan shared a tool that he cannot live without and stated that he’s going to probably choose the obvious one and go with Twitter and the reason is as much as Twitter has struggled as a public company, he thinks that Twitter is still the place to listen to what your customers are saying about both you and your competition and companies that are not paying attention on Twitter to the conversation about your industry, about your company or your competitors are just missing so much rich data that can help you improve your business. He thinks he’s two angles and both of which he talks about in the book. One is identifying the pain points that your customers are having with you and fixing them. It's one thing to respond within 15 minutes and help that individual customer but you need to take it to the next level and actually fix the underlying problem so that you don't have repeat complaints that actually will end up saving you money because your customer service expenses will go down. The other thing though is that there's so much opportunity to grow your business with new products and new innovations that are suggested by your customers. One of his favorite examples is the company Otterbox which makes cases for mobile phones and just from listening on Twitter they figured out that a lot of their customers were bringing their phones into the shower of all places in order to listen to music and this was a use case that they had not considered previously. So, they took this information and the data and they brought it back to their R and D (Research and Development) team and they ended up creating their first ever waterproof case which turned out to be one of their best sellers. And that doesn't happen if they're not listening to the conversation on Twitter so to him that is the absolute must have. If you're not paying attention get onto Twitter, you don't even have to tweet if you don't want to. You just have to create some lists, follow some people and listen to what's going on to what the conversation is about and you will learn a ton.   Yanique mentioned that she is an Otterbox user, she didn't know they had a water proof case, that's awesome. Listening as Dan said is so important and it's not just about going on Twitter and hearing information or looking at what's there but actually using that information, providing it to the people in the business that can actually do something with that information. So, it's good that they listened, they took it back and the team actually did something by creating a product that customers actually wanted because a lot of times in a business your customers are telling you what they want, it's just if you're really listening to what they want or are you just giving them what you think they want.   Dan shared a few of the books that have had a big impact on him and stated he would go with two of them. And one of them is going to bring back his friend Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer was a book that he thinks was a real turning point because Jay for most of his career had been a marketing expert. In fact, Youtility: Why Smart Marketing Is About Help Not Hype by Jay Baer his earlier book is also one of his favorite books and he shifted over to the customer service realm and Dan looked at Hug Your Haters as and Jay actually sort of wrote this in the foreword to his book is that Hug Your Haters really outlines the why of why it is that we have to engage with customers in Social Media and in all other channels and then his book tried to be a follow on to kind of say here's the how into the social media space specifically but he thinks Hug Your Haters is an absolute must read. He's got great examples from lots of different companies in there. And then another book that he’s a huge fan of is called They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer by Marcus Sheridan who is a wonderful guy. Marcus is the single best speaker he has ever seen in public at a conference and his book really talks to making sure that your company is the source of the best information about your product, service, industry anywhere on the planet. And he tells a wonderful story about his own company which was a swimming pool installation company and how he turned his website into the number one swimming pool website in the world in terms of people asking questions about installing swimming pools into their backyards and his company is just this little company on the East Coast of the U.S. It doesn't even service the world but it has become the go to resource and that book is really important because it shows the overlap between marketing and customer service and he thinks that there is a huge overlap there. He talks a lot about the sales process and how having all of this information will draw in prospects but it also can be used for servicing perspective because the more we can get our customers to self-serve with great content the less they have to call us and frankly create expense in a call center. And so, he thinks that book is a terrific one as well that he would highly recommend.   Yanique mentioned that she liked the fact that he linked marketing and customer experience because she thinks there is a lot of organizations that have these departments and the departments aren’t even speaking to each other so they’re collecting, doing their own thing but they are operating in silos and she’s not sure if marketing has recognized that what they’re doing connects directly to what the customer is experiencing and of course whatever it is that the customer is experiencing needs to filter back into what marketing is doing on their end to ensure that they’re actually meeting the customers’ needs, that’s powerful and that’s like a BFO (Blinding Flash of the Obvious) that a lot of organizations that light bulb has not gone off in their business as yet for them to recognize that those departments really should be working in tandem with each other.   Dan agreed and stated that how many of us has gone on to a website and have been greeted with an obnoxious pop up ad from the marketing department, the problem is those ads tends to work which is why companies do it but they work at the expense of annoying the 90% of customers that don’t click on it and that’s frustrating and marketers have to be way more aware of the overall customer experience and their contribution to the customer experience than they are today and he believes that silo busting is going to continue to be a theme in 2018 with companies, the ones that are figuring out to get silos integrated with each other instead of separate are going make great strides towards improving the entire customer journey.   Dan stated that right now he is thinking about what’s next for him and his career and looking at whether he wants to continue speaking and writing and kind of making a go at it independently or whether he wants to continue working at big companies. He sort of had this rare combination over the last few years because most of the folks that are speaking in podcasting and writing books are doing it independently or they run their own consultancies versus working for big brands. He has been trying to do both for a while and he’s really trying to think inward now and figure out what makes him happiest and what he wants to do next, that’s probably what’s on his mind right now and as we turn into 2018 and he’s excited for whatever lies in the future.   Dan shared listeners can find him at – Twitter – @dgingiss LinkedIn - @dangingiss     www.winningatsocial.com     Dan shared that a quote he leans one that he talks about in the book. When he was introduced it was mentioned that he is an avid Cubs fan and the manager of the Chicago Cubs name’s Joe Madden and Joe has all of these great sayings and great quotes that are meant to be about baseball but Dan actually thinks that when Joe retires from baseball, he’s going to become a business consultant because almost everything he teaches his players is very applicable to business. His favorite one of his is, “Do simple better.” He loves that because it in itself is very simple, it’s three words. When he’s talking about baseball, he’s talking about making sure that you always run out a play or the simple ground battle or the short stop that those are not the ones you make errors on. But in real life and business it’s such a good mantra to live by because so many companies make things overly complicated for customers and if you can figure out how to do simple better, generally you’re going to get to a much better outcome for both the customer and the business. When he struggles at work with some sort of complexity or the legal department wants this or government regulation wants this or the PR department is asking for something, again, it’s about putting that customer hat on and saying, “What’s the simplest route for our customer? How do we make it as simple as possible and do simple better?” There are some great examples in the book and elsewhere about this. One quick one that he gives which is one of his favorites and talks about in the book about this company that does conference calls servicing and we’ve all been on conference calls where we’re waiting on hold and we listen to this awful music and this one particular company hired a guy who actually now works for Facebook to record a song with his guitar called “I’m on hold” and he would encourage listeners to go to YouTube and look it up by Alex Cornell, this song is absolutely amazing and as you’re listening this song, it’s just this nice guy strumming a guitar, and you find yourself realizing you don’t want the person on the other line to actually join the call because you want to listen to the music instead and that is doing simple better, that’s taking a very simple experience of waiting on hold and making it memorable and remarkable instead of either annoying or unremarkable. He thinks that when companies can find opportunities to do that at every step of the journey, you really make things much better for your customers and you can really change the whole perception of dealing with you as a company.   Yanique agreed and stated that even though it’s just three basic words, it’s not so much the words but it’s the meaning and the purpose that’s in the depth of those words that you really should extrapolate and try to inject into the DNA of your employees so that they can really function from that mindset because you’re right, sometimes things are very simple and we find the most complicated and complex routes to frustrate the poor customers who kind of want to get in and out in the shortest possible time whether it be online, face to face, over the phone, “It’s just a simple question I want answered” and somehow it’s just a very discombobulate way that the organization has put in place for this. If we could really start with that in mind, do simple better, it will definitely improve the quality of all of our lives.    Links   Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Youtility: Why Smart Marketing Is About Help Not Hype by Jay Baer They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer by Marcus Sheridan Otterbox  

Visit EOFire.com for complete show notes of every Podcast episode. Jay is the President of Convince & Convert, Digital marketing and customer service expert and a New York Times Best-selling author of five books, including the brand-new book: Hug Your Haters: How to Embrace Complaints and Keep your Customers.

Ever get upset by rude comments on the Internet? In this Minisode Monday, we share an effective strategy for dealing with this that we learned from Jay Baer, author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Let's get to it! The Cheat Sheet: You can post anything online -- videos of puppies eating birthday cake -- and someone will eventually show up to leave a hateful or hurtful comment. If you're immune to the impact of anonymous rudeness on the Internet, you're better than most of us. But if you're not, Jay Baer recommends a simple strategy: treat your haters like toddlers. Think about it: if you're enjoying yourself at a dinner party and your host's three-year-old wanders into the room and makes fun of your pants, you probably won't care. We don't tend to give toddlers much credit for having an informed opinion about anything, nor do we rely on their sense of taste. So would we get upset at a toddler and try to "set them straight" in such a situation? Next time someone brings you down on purpose, tries to sabotage you, or makes you feel small in some way, just think of that hater as a toddler -- and treat him or her accordingly. To learn more about social dynamics and productivity hacks, take the Art of Charm Challenge by clicking here, or text CHARMED to 33444. Also be sure to check out our Social Capital Intensive here! Let us know about how you put today's Minisode Monday into practice! Tweet with @TheArtofCharm in your response or write to Jordan directly: jordan@theartofcharm.com (he actually reads everything)! To truly thrive in all areas of your life, you can't ignore the importance of good health. Try Organifi Green Juice for 20% off using code "charm" when checking out at organifi.com! Does your business have an Internet presence? Now save a whopping 50% on new webhosting packages here with HostGator by using coupon code CHARM! Listen to The Art of Charm, All of the Above, and hundreds of your favorite podcasts with the free PodcastOne app (on iOS and Android) here! Find out more about the team who makes The Art of Charm podcast here! Show notes at https://theartofcharm.com/podcast-episodes/minisode-monday-54-treat-your-haters-like-toddlers/ HELP US SPREAD THE WORD! If you dig the show, please subscribe in iTunes and write us a review! This is what helps us stand out from the crowd and help people find the credible advice they need. Review the show in iTunes! We rely on it! http://www.theartofcharm.com/mobilereview Stay Charming!

Jay Baer is a renowned business strategist, keynote speaker, and New York Times bestselling author of five books. Throughout his career, he has advised over 700 companies (including an impressive 31 of the Fortune 500). These days, he travels the world helping businesses get (and keep) more customers. In this conversation, you’ll learn why it’s important to be nice even -- or especially -- to haters. Jay also shares some brilliant insight into reputation management, particularly if your online reputation is already less than stellar. His other tips and techniques include strategies for building your online community and audience, and being more selective (rather than broad) about who you’re marketing to. Tune in for all this and much more! Find Out More About Jay Here: Jaybaer.com@jaybaer on TwitterJay Baer on LinkedInJay Baer on FacebookConvince & Convert In This Episode: [01:07] - Does Jay consider himself a spiritual marketer? [02:04] - Jay offers his general advice on how to deal with someone who’s hating all over you online. [05:19] - Jay answers everybody online, even harsh and rude critics who start out with personal attacks. He offers an example. [06:39] - We hear Jay’s thoughts on the movement toward unfriending on Facebook. Stephan responds by sharing research that suggests that you should be pleasant with devices such as Alexa. [09:57] - Jay struggles to see the positives in trying to figure out or keep track of who has unfriended you on Facebook. [12:40] - Good “marketing karma” really matters, Jay explains, and talks about how this relates to his hug your haters approach. [14:07] - What is the “hatrix”? [16:38] - Stephen shares his own real-world example of something that recently happened to get Jay’s feedback on how he should have handled it. [23:26] - Jay talks about the benefits of long-term instead of short-term thinking. [25:07] - We hear Jay’s advice on what to do if your company’s reputation is already bad. Stephan then talks about getting negative reports removed from search results, and he and Jay discuss Comcast’s reputation problems. [28:53] - Stephan brings up the topic of bedside manner and its importance. Jay then shares a related story from Hug Your Haters. [31:58] - Thanking the people who have connected with you on LinkedIn is a way to apply the techniques Jay has been discussing in that environment. [33:56] - Jay offers some strategies to help you build a tribe. Some of his insights include trying not to appeal to everybody and being consistent with your timing. [39:59] - How would Jay apply the idea of forming or changing habits to content creation and consumption? [42:54] - Jay talks about similarities between Gary Vaynerchuk and Donald Trump’s abilities to provide a sense of “intimacy through attention.” Others who have this skill include Chris Brogan and Bill Clinton. [45:11] - What should listeners do as a next step? Jay offers a free gift of a guide of 13 words not to use when talking to a customer. You can get your copy by filling out the form at this link. [46:26] - How can someone work with Jay directly? Links and Resources: Jaybaer.com@jaybaer on TwitterJay Baer on LinkedInJay Baer on Facebookjaybaer.com/13wordsConvince & ConvertHug Your Haters: How to Embrace Complaints and Keep Your CustomersThe hatrix infographicYoutility: Why Smart Marketing Is About Help Not HypeDave Asprey on the Optimized GeekDonny EpsteinTamsen Webster on Marketing SpeakKenton Hutcherson on Marketing SpeakComcast employee sleeping on couch on YouTubeTaki MooreDavid Allen on the Optimized GeekGary VaynerchukDonald Trump

So many books, so little time! We’ve taken the guesswork away by highlighting the best books you need to read this quarter.   “Each of these books has five nuggets that you can apply to your programs today that can help you have better results by next quarter.” - Lee Caraher What you’ll learn about in this episode: Why you and your team should read books together “Pre-Suasion” Robert Cialdini’s book about why the moment before you deliver your message is so crucial “Influence” Robert Cialdini’s essential book about how to get people to say yes "Google Analytics Breakthrough" Feras Alhlou, Shiraz Asif, & Eric Fettman’s book that covers everything you need to know about Google Analytics “Hug Your Haters” Jay Baer’s book about why you will learn so much from people who complain (and the negative cost ignoring them has) “Contagious” Jonah Berger’s book about the difference between content that goes viral and content that doesn’t Resources: "Pre-Suasion: A Revolutionary Way to Influence and Persuade" by Robert Cialdini "Influence: The Psychology of Persuasion" by Robert Cialdini "Google Analytics Breakthrough: From Zero to Business Impact" by Feras Alhlou, Shiraz Asif, & Eric Fettman "Hug Your Haters: How to Embrace Complaints and Keep Your Customers" by Jay Baer "Contagious: Why Things Catch On" by Jonah Berger

Ready to be a smarter marketer? With blogs, podcasts, videos, snaps, chats, and tweets coming at us from all directions, it's getting harder and harder to find the content that will truly level up your chops. One way to ensure your getting the proper marketing nutrition is to have a well-balanced content diet, including not only digital content, but also great marketing books. In this episode of the Ask Me About Email Marketing podcast, I had the pleasure of interviewing Douglas Burdett, expert marketer and host of the Marketing Book Podcast. Douglas shares with us his experience reading the best marketing books, and interviewing their authors. Books provide us with an opportunity to fully immerse ourselves into a topic, and as Douglas puts it "rewire your marketing brain." In this episode, you'll learn about: Douglas' personal book recommendations and journey into marketing and podcasting The benefits of a well-balanced content diet Ways to evaluate if a book's worth your time Books to read to level up your email marketing Some great marketing tips for email marketers of all levels ... and much more! Here is a list of all the books we mentioned on this episode: Get Scrappy: Smarter Digital Marketing for Businesses Big and Small by Nick Westergaard Ogilvy on Advertising by David Ogilvy Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Audience: Marketing in the Age of Subscribers, Fans and Followers by Jeffrey K. Rohrs The New Rules of Marketing and PR by David Meerman Scott The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results by Brent Adamson, Matthew Dixon, Pat Spenner, Nick Toman Here are a few other links that were mentioned on the show: Douglas Burdett The Marketing Book Podcast "How to Avoid the 19 Year-Old Dude Move" by Douglas Burdett Hubspot Academy's Email Marketing Course (Douglas' recommendation) "Why Marketing With Purchased Email Lists Is Like Unprotected Sex" by Douglas Burdett Study from McKinsey stating email marketing is 40 times more affective for customer acquisition than Twitter and Facebook. Have a question about email marketing? Leave us a message at aweber.com/podcast.

Segment 1: Jay Baer is the world's most retweeted person among digital marketers. His Convince & Convert Media division owns the world's #1 content marketing blog and the world's top marketing podcast. His new book is “Hug Your Haters: How to Embrace Complaints and Keep Your Customers Focused on These Themes”.Segment 2: Shel Horowitz has been showing business owners how to be more profitable by being green and ethical. Shel is an international speaker, transformational business consultant, and the multiple-award-winning author of ten books, including the long-running category bestseller Guerrilla Marketing Goes Green and the brand new Guerrilla Marketing to Heal the World (both co-authored with Jay Conrad Levinson, Father of Guerrilla Marketing. Segment 3: Lourdes Martin-Rosa is the American Express OPEN Advisor on Government Contracting. In this role, she uses her more than 20 years of experience in the federal space to coach small business owners on how to get contract-ready and find contract success. Lourdes is also president of Government Business Solutions, a women-owned small business offering government and business consulting services.Segment 4: Vadim Vladimirskiy founded Adar in 2005 with the vision of helping businesses by applying proven technologies in new and creative ways. Segment 5: Annah Mitchell is the owner and founder of Gobble Doggs, a family-owned catering and food truck business that specializes in serving turkey hot dogs with a variety of delicious gourmet toppings.Sponsored by Nextiva and Staples.

Kim Garst is the best selling author of “Will The Real You Please Stand Up; Show Up, Be Authentic and Prosper in Social Media”. She is also the CEO of Boom Social, a social selling training and consulting company that helps businesses of all sizes leverage social and digital marketing strategies to increase their traffic, leads, and sales. Kim is internationally recognized as a thought leader in the social media space. Forbes named her as one of the Top 10 Social Media Power Influencers and she regularly contributes to Entrepreneur.com and Huffington Post. Her own blog, kimgarst.com, is one of the top social media resources in the world. Kim lives in Tampa, FL with her husband and two fur babies. Motivational Quote Live Video InsightsWhat is live video and why use it for my business? [6:12] Attracting the right audience on Periscope and Facebook Live [8:43] Kim’s direction on how it’s actually a time saver. The multi-purposing plan. [14:60] What if I’m scared to start? [18:27] Social Media InsightsWhat platforms should you really be on [20:13] Facebook Personal Page versus Fan (Like) Page – Caution! [23:21] A Candle Flickering MomentHow did Kim overcome her concerns about streaming “live?” [7:08] How Kim faces her fears [29:26] Customer Success StoriesStory One: She made over a million dollars! [9:32] Story Two: A whole new way to bring in sales – for her and others [12:34] Success TraitStubbornness – Kim refuses to give up! Productivity/Lifestyle Tool Slack (https://slack.com/) – Bring all your communication together in one place. It’s real-time messaging, archiving and search for modern teams. Trello (https://trello.com/) –  Keep track of everything, from the big picture to the minute details. Valuable Book Hug Your Haters: How to Embrace Complaints and Keep Your Customers (http://amzn.to/1pOOzwm) by Jay Baer Will the Real You Please Stand Up; Show Up, Be Authentic and Prosper in Social Media (http://amzn.to/1SWDhl3) by Kim Garst Contact Links Website (http://www.kimgarst.com) Facebook (http://www.facebook.com/kimgarstboomsocial) Twitter (https://twitter.com/kimgarst) LinkedIn (https://www.linkedin.com/in/kimgarst) Pinterest (https://www.pinterest.com/kimgarst) Instagram (http://www.instagram.com/kimgarst) SnapChat (https://www.snapchat.com/add/kimgarst) If you found value in this podcast, make sure to subscribe and leave a review in (http://www.giftbizunwrapped.com/GooglePodcasts) . That helps us spread the word to more makers just like you. Thanks! Sue

Jay is the President of Convince & Convert, Digital marketing and customer service expert and a New York Times Best-selling author of five books, including the brand-new book: Hug Your Haters: How to Embrace Complaints and Keep your Customers. Visit EOFire.com

Episode 15 of Livestream Stars with Ross Brand of Livestream Universe. Subscribe to the podcast: https://rossbrandrecordings.com/ (https://rossbrandrecordings.com). Jay Baer is the President of http://convinceandconvert.com/ (Convince & Convert), where he runs the number 1 content marketing blog, hosts multiple award-winning podcasts (including Social Pros, named best marketing podcast in the 2015 Content Marketing Awards) and helps Fortune 500 companies with marketing, customer service and technology solutions. The world's most Retweeted digital marketer, Jay is the author of 5 books, including the New York Times best-seller Youtility. He recently released the new book, http://hugyourhaters.com/ (Hug Your Haters: How to Embrace Complaints and Keep Your Customers), billed as “the first modern book on customer service.” Jay is a world-renowned keynote speaker at top conferences and corporations, delivering more than 50 keynotes annually. He is a venture capitalist, an advisor to several social media and content marketing startups and the creator of 5 multimillion dollar companies. Jay was named one of America's top social media consultants by Fast Company. Show TopicsThe perception gap: 80% of companies believe they provide exceptional customer service; only 8% of their customers agree. Why does customer service typically receive less attention than sales and marketing when small increases in customer retention can have a big impact on revenue? The gap between what companies spend annually on marketing ($500 billion) and customer service ($9 billion) How to create a customer service culture How HR can apply the same customer service mindset internally to employee concerns as employee retention is cheaper than recruiting replacements 71% of customer complaints on social media take place on Facebook Why you should not respond more than twice publicly to a customer on social media Benefits of livestreaming vs podcasting How Blab can be used for customer acquisition and new customer onboarding Monetization strategies for Blab

"Hug Your Haters: How to Embrace Complaints and Keep Your Customers" by Jay Baer Click here to view the show notes! https://www.salesartillery.com/marketing-book-podcast/hug-your-haters-jay-baer

Jay Baer (@JayBaer), author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers, shows us why we should strive to understand our haters and communicate with them instead of getting defensive or -- worse -- ignoring them altogether."When you answer your critics in public, they never see it coming. You can blow their minds and steal their hearts." -Jay BaerThe Cheat Sheet:Customer retention should take precedence over acquiring new customers in any business, yet marketing budgets overwhelmingly exceed customer service budgets across all industries. Why?Thanks to social media, customer complaints are more public than ever. A smart company will see this as an opportunity for customer engagement and satisfaction rather than a setback.80 percent of businesses say they deliver superior customer service. Eight percent of their customers agree.The Rule of Two: never interact with someone online more than twice. If they love you, there's no need to answer more than twice. If they hate you, there's no need to answer more than twice.Learn to harness The Hatrix and identify the two types of haters -- onstage haters and offstage haters -- and understand what they ultimately want (and how you can win them over).And so much more...Show notes at http://theartofcharm.com/podcast-episodes/jay-baer-hug-your-haters-episode-491/HELP US SPREAD THE WORD!If you dig the show, please subscribe in iTunes and write us a review! This is what helps us stand out from the crowd and help people find the credible advice they need.Review the show in iTunes! We rely on it! http://www.theartofcharm.com/mobilereviewStay Charming!

Shep discusses embracing your customer complaints with Jay Baer, marketing consultant, social media guru, speaker and New York Times best-selling author. In Jay’s new book, “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” he shares why complaints are actually good for business. He explains his “hug your haters” concept and why you should respond to customers in every channel. So if you want to get an edge on the competition and turn your complainers into loyal advocates (raving fans), this episode is for you! Learn more about your ad choices. Visit megaphone.fm/adchoices

When you work in customer service and you're dealing with an angry customer—it's likely the last thing you feel like doing is giving them a hug. However this is exactly what author Jay Baer encourages you to do to improve your customer relationships. Baer's newest book is Hug Your Haters: How To Embrace Complaints and Keep Your Customers. In the book Baer gives many examples of the various ways customer service has changed in today's digital environment. Some of the challenges companies face include when "mom says yes and dad says no." When many companies do not have a good grasp of basic customer service is it a surprise that many of them are struggling with social customer service? Baer says, “We're creating social media problems for ourselves because we're not good at legacy customer service. Someone calls and it's a 30 minute hold, or an email is sent and there's no response for two days. Then they take it public—taking something that should have been easy to solve.” According to Baer 71% of all social media complaints started on another channel. Brands have enjoyed the privilege of control for 1000 years. In the past it was only phone or email or in-person interactions—since the caveman days. Baer says—because of social media—customer service is a spectator sport now. What You Will Learn From This Podcast: Why companies don't hug their haters Where customer service has gone wrong and what you can do to fix yours How to hire and train for social customer service Examples of ways to hug your haters, and the benefits Jay Baer is the founder of Convince and Convert and the author of Hug Your Haters: How To Embrace Complaints and Keep Your Customers. For more please subscribe to Blake Morgan's newsletter here.  

If you answer customer complaints at all, chances are you at least “pick your spots.” In other words, you choose to engage your customers through only the handful platforms you prefer, whether that’s email, phone, social media, or something else. Jay Baer, however, author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers insists […] The post Episode #112: How to Hug Your Haters with Jay Baer first appeared on Read to Lead Podcast.

Jay Baer is a marketing and customer experience expert, global keynote speaker, the New York Times bestselling author of five books, a technology investor, and the most retweeted person in the world among digital marketers. He and his consulting firm, Convince & Convert, advise some of the most iconic brands and organizations in the world, including The United Nations, Oracle, SAP, and Cabela’s. He is also a contributor to Inc., Entrepreneur, and Forbes. His Convince & Convert Media division produces the world’s #1 content marketing blog, and Jay’s Social Pros podcast was recently named best marketing podcast by the Content Marketing Awards. Today, we talk to Jay about his new book, “Hug Your Haters”, leading remote teams, and keeping your marriage and family in tact when career requires travel. In This Episode, You’ll Discover: Why Customer service is the new marketing Details around the ‘Hatrix” from Jay’s book, “Hug Your Haters” The difference between onstage and off-stage haters The difference between haters that want an answer vs those that want an audience Why customer service is a spectator sport Why you should never reply more than twice on a public forum The missing ingredients to customer service The power of empathy and humanity in yielding better customer outcomes The simple way to increase customer advocacy by over 30% Who the single most important customer you have are How the biggest opportunity today is to simply engage with people online Putting your content to the “mom test” Techniques for working with remote teams The secret of hiring for passion, training for skills Why you should avoid hiring those that require a lot of encouragement Ideas for mentoring employees to advance their own careers How you can dimensionalize fears to change the impact of pressure Contending a career that requires extensive traveling The mentality of letting things play out Effective leadership like water inspires and empowers and more! Links and Resources Mentioned in This Episode: Jay’s newest book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers Youtility: Why Smart Marketing Is about Help Not Hype The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social Jay’s consulting company, ConvinceAndConvert.com Jay’s Twitter: @JayBaer Thanks for Listening! Thanks so much for joining me again this week. Have some feedback you’d like to share? Leave a note in the comment section below! If you enjoyed this episode, please share it using the social media buttons you see at the bottom of the post. Also, please leave an honest review for the Up In Your Business podcast on iTunes! Ratings and reviews are extremely helpful and greatly appreciated! They do matter in the rankings of the show, and I read each and every one of them. If you have any questions, please shoot me a note on the “Get In Touch” page. And...