#13: Masterclass On Customer Service and Loving Your Haters with Jay Baer of Convince & Convert

Jay Baer is a social media expert, consultant, thought leader, keynote speaker, podcaster, startup investor, and NY Times bestselling author of five books. He’s the most retweeted person in the world among digital marketers, which makes him practically a celebrity in that industry. Baer is best known for founding Convince & Convert, a conversion rate optimization (or CRO) blog turned consulting firm focusing on social media marketing and customer service. He and his team work with some of the best brands in the world, including Adidas, Allstate, Cisco, Oracle, and even the United Nations. Meanwhile, the C&C blog continues to be ranked among the very best content marketing blogs on the web, and their Social Pros podcast has been named one of the best podcasts for entrepreneurs in 2017. Last year, Baer published his fifth book, Hug Your Haters. It’s all about how critical it is to listen to feedback from your customers—especially the ones who hate you. This is the first modern book on customer service, and it’s essential reading for anyone who cares about their business. Jay sat down with me at the Convince & Convert headquarters in Bloomington, IN to talk about his journey as an entrepreneur, the importance of networking, how to tackle customer service in the age of Yelp reviews, and so much more... In this episode with Jay Baer, you’ll learn: — How to handle disgruntled and dishonest customers — Why your business network is your most important asset (and how you can develop a world-class network like Jay) — How to approach customer service in the digital age — The psychology behind customer service — The importance of loving your haters Jay is an Amazing storyteller, so you’re in for a treat. Please enjoy this interview with Jay Baer. -- Download show notes and transcripts at www.powderkeg.co This episode of Powder Keg is brought to you by DeveloperTown. If you’re a business leader trying to turn a great idea into a product with traction, this is for you. DeveloperTown works with clients ranging from entrepreneurs to Fortune 100 companies who want to build and launch an app or digital product. They’re able to take the process they use with early stage companies to help big companies move like a startup. So if you have an idea for a web or mobile app, or need help identifying the great ideas within your company, go to developertown.com/powderkeg. Thanks again to everyone who has shared an episode of Powderkeg, subscribed to us on iTunes, or left us a review. It’s the only way we’re going to spread this message and reach new people and we could do it without you. We’re coming out with new episodes every Tuesday, so make sure you subscribe on iTunes or at powederkeg.co/itunes