Hug Your (Online Review) Haters: Tips From Jay Baer’s Best Selling Book

Garrett SussmanCustomer Behavior, Customer Psychology, Customer Reviews, Customer Service, Review MarketingLeave a Comment

Hug Your Online Review Haters

Jay Baer has written one of the most important and useful books on customer service for our current age. In this post, I’ll give you a quick take on Baer’s customer service insights and axioms that make Hug Your Haters a must-read. Read More…

How NOT to Respond to Customer Reviews: 8 DON’Ts From a Recent Case Study

Cindy G.Customer Behavior, Customer Reviews, Negative Reviews, Reputation Management, Yelp1 Comment

Anytown, USA: A customer (who also happens to be an active Yelper) is enjoying a sandwich at his regular haunt: a small local burger joint that also doubles as an arcade. Enter a gleefully screaming child, whose behavior continues uncorrected by parent nor staff for the length of our customer’s meal, souring his dining experience. He takes to Yelp to complain. Read More…