
Jay Baer
A strategic guide to turning customer complaints into opportunities for advocacy and growth through empathetic, timely responses across all channels.
80% of businesses believe they deliver superior customer service, but only 8% of customers agree.
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Section 1
10 Sections
Imagine a world where every complaint you receive isn't a burden but a golden opportunity to deepen your connection with your customers.
Consider the simple yet profound truth that answering complaints increases customer advocacy across every channel—telephone, email, social media, and review sites alike. For example, a response on social media can boost advocacy by 20%, doubling the impact of a phone call.
Take the story of a small pizza chain that actively responds to every Yelp review, negative or positive, even offering gift certificates to dissatisfied customers. This approach doesn’t just mollify unhappy patrons; it fosters loyalty and encourages repeat business. Similarly, a major airline, overwhelmed by a volcanic ash crisis, chose to answer every social media inquiry, setting a new standard for customer engagement that became embedded in their culture.
Yet, the challenge remains: many companies shy away from this approach, fearing the volume of complaints or the negativity involved. But what if we reframed complaints as free, unsolicited insights—an early warning system that guides improvements before silent customers walk away?
As we journey deeper, we'll uncover the types of haters, how they express dissatisfaction, and the best ways to respond to each, turning every complaint into a stepping stone for growth. Let's move forward to understand who these haters really are and how their voices shape the future of customer service.
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