Mar 8, 2016
Jay is a marketing and online customer service expert and an eye-opening keynote speaker who has advised more than 700 brands since 1994 including the United Nations, Nike, Cisco and 32 of the fortune 500 companies. He's the most re-tweeted person in the world among digital marketers and he's also the president of Convince Convert, a consulting firm which help companies gain & keep more customers. He's New York Times bestselling author of 5 books.
In this interview Fabienne & Jay discuss about his new book 'Hug your Haters'. Jay has written this book based on comprehensive research with a company named Edison research. He says it's just not his advice but it's advice based on research. He has surveyed thousands of people and came to a conclusion that there are 2 main types of haters. The off-stage & the on-stage haters. He explains both types in detail, what they are, how to deal with them and how & when the off-stage hater becomes an on-stage hater. Jay thinks that complaints and feedbacks are incredibly important & valuable for a business. He also explains how to handle online complaints in a limited strategic way and says that businesses should reply only twice to certain complaints in public. The third time should be done privately only. Jay also explains how to handle the personal complaints or to protect yourself emotionally from them. Listen to this interview to learn more about 'Hug Your Haters'.