Uphill Conversations

Jay Baer, CSP has spent 23 years in digital marketing and customer experience. His current firm – http://www.convinceandconvert.com (Convince & Convert) – provides digital marketing advice and online customer service advice and counsel to some of the world’s most important brands like The United Nations, Allstate, Cisco, and Cabela’s. His book, https://www.amazon.com/Hug-Your-Haters-Complaints-Customers/dp/1101980672 (Hug Your Haters), is the world’s first modern customer service manual, showing how companies large and small can benefit from the enormous increase in online complaints and customer feedback. In this episode, Jay and Tim dive into the internal and external facets of customer satisfaction, influencers and the importance of negative feedback. Show Notes: Difficult to be great at customer service if employees aren’t satisfied Owners and executives are main drivers of internal culture, employee engagement and ultimately customer satisfaction Importance of criticism and negative feedback;