We were blown away by all of the amazing sessions at Marketing United 2016, but one that really stuck with us was Jay Baer’s closing keynote.
During his talk, Jay spoke about his latest book, Hug Your Haters. At least 1/3 of all customer complaints go unanswered, and “people are sick of being ignored.” And even when brands do respond, they aren’t meeting customer expectations in terms of response time. For example, while 40% of people who expect a response on social media within an hour, the average response time from brands is almost 5 hours.
Fantastic customer service has always been at the heart of what we do here at Emma, so what Jay had to say really struck a chord. Here’s just a few of the high points from Jay’s talk that can help all brands do a better job of serving their customers.See full article