Jay Baer on Hugging Your Haters: More Customer Complaints Can Lead to Lower Churn
b'It seems so logical. The best way to get and keep good customers is to respond quickly to them when they have an issue. But, even in 2016, more customer calls, emails, tweets and texts go unanswered than get responded to. \\n\\nJay Baer, customer experience expert and New York Times best-selling author, joins us to share a few key points from his upcoming book Hug Your Haters. He touches on why companies have to stop treating customer service as a spectator sport, why companies with a \\u201ccall-center\\u201d mentality are doomed, and why seeking to increase the number of customer complaints is key to better understanding customers and lowering customer churn.'