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

Posted February 24, 2017

Matt Hunckler

CEO & Founder

Jay Baer is a social media expert, consultant, thought leader, keynote speaker, podcaster 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 why you need to love your most vocal critics. I even walked away with a sweet pair of “I Love Haters” socks!

If you’d like to see what Jay is up to these days, jump over to his personal website, jaybaer.com, or follow him on Twitter @jaybaer.

In this episode with Jay Baer, you’ll learn:

  • How to handle dishonest customers (6:45 in unedited version)
  • Why you need to network (20:45 in unedited version)
  • How to approach customer service in the digital age (32:40 in unedited version)
  • The importance of loving your haters (36:30 in unedited version)

These show notes were originally posted on Powderkeg

Please enjoy this interview with Jay Baer.

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Did you enjoy this conversation? Thank Jay on Twitter!

If you enjoyed this session and have 3 seconds to spare, let Jay Baer know via Twitter by clicking on the link below:

Click here to say hi and thank Jay on twitter!

COMMENTS?

What stood out most to you about what Jay shares in this podcast?

For me, it’s the importance of loving your haters and his approach on customer service.

You? Leave a comment below.

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Matt Hunckler

CEO & Founder

Matt is the founder and CEO of Powderkeg, a network of local communities with global reach for tech entrepreneurs, investors, and top talent. Powderkeg entrepreneurs have collectively raised more than $500 million in capital and are disrupting industries, creating wealth, and changing the world from areas beyond Silicon Valley. Hunckler has led successful teams with his own ventures, as well as Inc. 500 companies and venture-funded tech startups. He's been named an Under 30 CEO Entrepreneur to Watch and an IBJ Forty Under 40 Honoree for his entrepreneurial endeavors. @hunckler