REPLAY: BR47: Customer Service on the Social Stage with Jay Baer

09/13/16 • 30 min

Business Reimagined with Danny Iny | The Mirasee Podcast

In most of business history, customer service was viewed as a necessary evil that didn’t have a lot of repercussions if it was done poorly, or not at all. Realistically, how many people could a single person tell about their experience with you? Oh, how times have changed. In the world of the internet, customer service has become a spectator sport, according to today’s guest, Jay Baer, author of Hug Your Haters. All your interactions are playing out on the social media stage, and this can work for you or against you. And if you take advantage of it, the good it can do will scale so much that your happy customers will do your marketing FOR you. Learn how marketing and customer service are being disrupted in the say way, and what to do about it. The surprising place to adjust your budget for social media presence, even as a small business. How catering to your most annoying customers pays off. Whether or not ‘the customer is always right’ is the truth, and the power of over-informing. Key Points: At 2:00 – Jay explains how customer service is being disrupted in the same way marketing has been, and the ways entrepreneurs have had to change their thinking about it. He also discusses the practicality of small businesses entering the social media stage. At 9:00 – Jay breaks down the numbers when it comes to customer complaints going unanswered, and where the majority of those complaints are found. It’s a huge missed opportunity for businesses. At 12:00 – There are always customers who are unreasonable, and Jay gets to the heart of the message in his book that explains how to deal with customers like that, and whether it’s worth your time or not. At 19:00 – Jay talks about the concept of ‘strategic ignorance,’ how it hurts businesses, and when it’s okay not to respond to customers. There’s also a surprising place you can adjust your budget to take on the complaints you should be addressing. At 26:00 – There’s an often-missed psychological impact on the people who answer customer complaints, especially when it’s the business owner. Jay talks about how to deal with it, and his vision for customer service in the future.

Previous Episode

Being Whale Vomit with Kevin Dubrosky

Whale vomit is gross. But being unique, relevant, and scarce isn’t. In fact, to maximize profits, those are the three things you need. How do whale vomit and business tie together? Today’s guest, Kevin Dubrosky, reveals the secret behind success in business, and the key is to be like whale vomit: unique, relevant, and scarce. If you want to know why ‘whale vomit,’ you’ll just have to hear Kevin’s story. Discover: Why the richest of the rich douse themselves with whale vomit The 3 step verification that will measure your success potential How Blackberry could have taken Apple down but didn’t Keen insights on positioning your business, based on real life examples If you want to learn how to be like whale vomit... or rather, to be unique, relevant, and scarce, then you don’t want to miss this episode. KEY POINTS: At 6:00 – Kevin reveals the story of how whale vomit inspired his new book. At 11:00 – Kevin explains how to find your uniqueness, or create it, based on 2 key factors: experience and offer. At 13:30 – Dominoes has cornered the 30 minutes or less market; Kevin talks about why that works for them, regardless of the quality of their pizza. At 16:30 – Kevin shares the story of how he tried to help Blackberry before their downward spiral, and the fatal mistake they made that could have been avoided. At 20:00 – Danny and Kevin discuss the ridiculous price of his first edition book, and how you can get the 2nd version for much less, to help YOU become whale vomit.

Next Episode

REPLAY: BR36: Strategic Philanthropy with Tom Matzen

When you think of the term strategic philanthropy, one company comes to mind: Tom’s Shoes. You’d be hard pressed to find someone who hasn’t heard of them. For every pair of shoes someone buys from them, they send another pair to a developing country. That strategy, do good to make money, has made them incredibly successful. Today’s guest is , and in this episode, he explains exactly what strategic philanthropy is, how your customers will thank you for raising prices, and a simple formula any company, from start up to corporation, can use to do good and make more money – ethically. At 3:00 – Tom describes the difference between a small business owner and an entrepreneur. At 8:00 – It was a poor review from a customer Tom helped to increase her sales by 50% that finally made him realize that he wasn’t truly meeting all of his clients’ needs. At 12:00 – Tom dives into what strategic philanthropy is, and how to pick a great cause to support that makes sense for you and your customer. At 20:00 – Tom describes the formula any company can use to do good and make more money in an ethical and sustainable way. At 26:00 – Tom shares his vision of how it’s up to business to save the world, not government. At 33:00 – Tom explains how a company can use a simple formula to ensure they are sustainable as they work toward their good cause. Find and Define Your Nich