Jay Baer's latest masterpiece, Hug Your Haters, is the new playbook for how businesses of all sizes must handle customer complaints in a modern, mobile world. Widespread adoption of smartphones and social media has fundamentally altered the science of complaints. Critics of companies – haters – can now express their displeasure in seconds, in public, with no interpersonal friction. This trend has resulted in an overall rise in complaints, and a belief by many businesses that they should pick their spots when choosing to answer haters’ criticisms. Hug Your Haters proves that approach to be a costly mistake. It's a great discussion of the culture of hospitality with Jay, joined by Jenn Lisak and Thaddeus Rex. Jay's book was written to provide quantifiable, statistical evidence of both the impact of poor customer service and how it can be reversed with great customer service.
Side note: We did not record this in our new studio, so there are some audio issues. My apologies for that and we'll make sure it never happens again! My apologies to Dave Taylor - but we'll be sure to welcome him back whenever he's ready. Dave Taylor is truly a living legend and pioneer in the technology industry, working on the Internet before it was released to the public. Dave helps companies realize the potential of reimagining their business, reinventing their company, and embracing the potential of Internet-based Web, social media and other forms of two way communication to establish themselves as thought leaders and experts in their industry. Because he's an avid technologist who frequents the Computer Electronics Show each year, we wanted to hear his perspectives. Dave discusses the patent controversy at CES, the dip in Television tech, the rise in home automation, autonomous vehicles, virtual reality and drones.
Liz Miller discusses mindblowing mutlicultural research published by the CMO Council and Geoscape, Activating the New American Mainstream. Liz Miller brings a varied career that spans over 22 years in the Marketing, Sports Entertainment, Retail, Health, Beauty and Personal Care spaces. With the CMO Council, Miller oversees all marketing, research and program operations, serving as the lead analyst for all research initiatives and reports. Along with oversight of event, content and digital teams, Miller can most often be found hosting one of the CMO Council’s many executive Dinner Dialogs or presenting CMO Council research findings at global conferences and thought leadership events.