#47 Doing the right thing by your customer with Jay Baer
On this week’s episode of Getting Goosebumps, I have the chance to chat with master marketer, NY Times bestselling author and keynote speaker Jay Baer.
Jay is president of social media and content consultancy Convince & Convert. He has founded five companies and had worked with a range of renowned brands such as Sony, Nike and The United Nations. He’s been named the third most influential social media blog in the world by Social Media Examiner.
Hear what Jay has to say about embracing complaints, making the voice of the customer your consistent touch point and a surprising opinion on the role that empathy plays when it comes to brands.
Learn from the negatives
Embracing, even welcoming, negative feedback and complaints is key to Jay’s advice. Learn how ignoring complaints – especially in public domains such as social media – could be lethal to your reputation and how to start ‘hugging your haters’.
How the voice of the customer has transformed brand communication
Brands have suffered from having many different internal voices emerging from different departments. This results in a lack of consistency. But it’s your customers’ and candidates’ voices that really serve to bring a much needed consistency across all of your communications.
Brands don’t have feelings, people do
Learn Jay’s opinion on brands with empathy and why trusting your employees to do the right thing by your customers is the only way to generate authentic compassion. It’s all about people talking to people.