Respond to Everyone: Jay Baer’s Playbook for Customer Loyalty скачать в хорошем качестве

Respond to Everyone: Jay Baer’s Playbook for Customer Loyalty

Turn complaints into customer loyalty: the strategy smart businesses use to grow faster. In this episode of Behind the Review, produced by Yelp for Business, customer experience strategist and 7-times bestselling author Jay Baer reveals how small businesses can transform customer feedback into their biggest brand advantage. Drawing from his books Hug Your Haters and The Time to Win, Jay shares why ignoring feedback quietly erodes trust, and how responding quickly, clearly, and kindly builds stronger relationships and earns long-term loyalty. You’ll learn how to improve your customers’ experience by 15% in just 90 days, without adding staff or working overtime. Whether you’re feeling overwhelmed by reviews or looking for ways to stand out in a crowded market, this episode delivers real, repeatable strategies to grow your business with confidence. What You’ll Learn: Why customer experience = expectations + responsiveness The “Hug Your Haters” mindset: respond to every customer, every time Why speed wins: the science behind fast, thoughtful service How to get 15% faster in 90 days with simple process shifts How clear communication sets you apart from the competition What “customer service as a spectator sport” really means How to use reviews to uncover hidden growth opportunities Practical steps to build trust and credibility online Takeaway Customer experience isn’t just how you serve, it’s how fast and clearly you respond. If you want to build loyalty, attract new fans, and create a brand people trust, it starts with showing up when it counts. Respond to every customer, manage expectations honestly, and make speed your advantage, because every minute of silence reduces customer trust. Chapters 00:00 Meet Jay Baer: From Marketing Expert to Customer Experience Authority 03:30 Hug Your Haters: Why Complaints Are a Gift 06:11 The 95% Rule: Most Customers Won’t Say a Word 09:00 Public Feedback = Public Trust: Why Responses Matter 14:10 The Time to Win: How Speed Creates Satisfaction 21:30 Get 15% Faster in 90 Days (No Extra Hours Required) 25:17 Set Better Expectations, Earn More Loyalty 29:30 Use Reviews as Market Research, Not Just Scores 36:00 How to Empower Employees to Lead in Customer Experience 40:45 Jay’s Final Advice for Small Business Growth in 2025 Resources & Links 🌐 Learn more about Behind the Review by Yelp: https://business.yelp.com/resources/p... Connect with Jay Baer: https://www.jaybaer.com/ 📚 Books by Jay Baer: Hug Your Haters – How to Turn Complaints into Customer Loyalty The Time to Win – The New Science of Speed in Customer Experience 👍 Like, comment, and subscribe for more real strategies from customer-experience experts and small business leaders. 💬 What’s one piece of feedback you acted on that made your business better? #BehindTheReview #CustomerExperience #SmallBusinessTips #JayBaer #YelpForBusiness #CustomerLoyalty #SpeedInService #ExpectationManagement #BusinessGrowth #RespondToCustomers #ReviewResponseStrategy #SMBMarketing #CustomerFeedback #CXLeadership #HugYourHaters