Crack The Customer Code

How can you leverage customer complaints? Today’s guest shares highlights from his new book, Hug Your Haters, and additional insights from the extensive research it’s based on. Understanding the science of complaint What if you could survey thousands of individuals to find the “who, what, where, why and how” of customer complaints? Jay Baer has partnered with Edison Research to do just that, and he has written his new book “Hug Your Haters” based on intensive study of thousands of consumers. Jay Baer discusses the concept he calls “the Hatrix,” which breaks complainers down into categories. Jay also shares some shocking facts about what complaining customers expect by channel, and how the outcome can change depending on which channel is used to answer a complaint. How does the technology your customers use affect the outcome of their complaints? The differences can be more profound than you think. The findings from Jay’s research far exceed what he was able to fit in his new book. But you’re in luck! Jay