Why every business should be hugging their haters - Interview with Jay Baer of Convince & Convert

Today’s interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, why complaints are a key way to help you keep your customers, the different type of complainers that exist and how to deal with them. This interview follows on from my recent interview – Predictive analytics and solving the problem of silent customer churn – Interview with Anil Kaul of Absolutdata – and is number 170 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.