Summary: <br> <a href="http://traffic.libsyn.com/ducttape/John_Jantsch_Interviews_Jay_Baer.mp3">Marketing Podcast with Jay Baer</a><br> Okay, I’ll admit, the headline for this post probably seems a little odd, so let me explain.<br> No one likes or wants negative reviews, but the fact is, that’s how you get better.<br> In a perfect world, everything your business does makes the customer smile, but I don’t know too many businesses that live in that world.<br> In reality, it is quite likely, there are many things your business does that are confusing, irritating and surprising – the problem is that it’s also quite likely that you have no idea what those things are.<br> By encouraging and rewarding people to give your feedback at every turn, you can learn and hopefully fix things that do not serve – without this mindset you’ll go blindly out there wondering why you can’t keep your best customers happy and loyal.<br> My guest for this week’s episode of the Duct Tape Marketing Podcast is Jay Baer, founder of <a href="http://www.convinceandconvert.com/">Convince and Convert</a>, and author of <a href="http://www.amazon.com/Hug-Your-Haters-Complaints-Customers/dp/1101980672/ref=sr_1_1?ie=UTF8&qid=1456874093&sr=8-1&keywords=Hug+Your+Haters">Hug Your Haters: How to Embrace Complaints and Keep Your Customers</a>. We discuss customer service, the nature of complaints in today’s market and the basics of improving your customer retention.<br> Baer explains why so many businesses despite negative feedback and why you can’t afford to do so. In Hug Your Haters he relates a story of a marketing officer who claimed that her number one current objective was to triple negative reviews. Now, while that may seem like a terrible thing to do on the surface, the point is she was simply going to encourage and involve her customers in the process of helping them get better – and that’s the lesson this book teaches so eloquently.<br> Customer service is the new marketing!<br> Questions I ask Jay Baer:<br> <br> * How can you view Customer Service as a competitive differentiator?<br> * Why is exceptional customer service so rare?<br> * What’s the first thing you should do to improve your customer service?<br> <br> What you’ll learn if you give a listen:<br> <br> * How you can turn a complaint into a raving fan<br> * The root of most of your customers’ complaints<br> * How negative feedback affects your mindset as a business owner<br> <br> Key takeaways from the episode and more about Jay Baer:<br> <br> * Learn more about <a href="http://jaybaer.com">Jay Baer</a>.<br> * Connect on <a href="https://www.facebook.com/jaybaer">Facebook</a>.<br> * Follow on <a href="https://twitter.com/jaybaer">Twitter</a>.<br> * Connect on <a href="https://www.linkedin.com/in/jaybaer/">LinkedIn</a>.<br> * Follow on <a href="https://www.instagram.com/jaybaer/">Instagram</a>.<br> <br>
