On Brand: A Podcast About Branding For Brand Builders, By Brand Builders

“Every single time you respond to a customer complaint it increases advocacy. Every time you don’t it decreases it.” Jay Baer would know. For his new book Hug Your Haters, Jay didn’t just write about what he thought and felt about customer complaints. He commissioned a study from Edison Research to better understand the role customer service plays in how we build brands online. We talked about all of this — including his upcoming keynote at Social Brand Forum 2016 — on this week’s On Brand podcast.   About Jay Baer Jay Baer is a marketing and online customer service expert and eye-opening keynote speaker who has advised more than 700 brands since 1994 including The United Nations, Nike, Cisco, Allstate and 32 of the FORTUNE 500 companies. Jay is the most re-tweeted person in the world among digital marketers and is the President of Convince And Convert, a consulting firm where he and his team help companies gain and keep more customers. Jay also publishes the world’s #1 content marketing blog, the #1 marketin