In this Marketing Over Coffee:
Jay Baer Explains Why You Should Hug Your Haters!

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2 and half years since Youtility

The collision of Marketing and Customer Service

Answering every complaint in every channel, every time

Novel Idea: actually doing research

80% of customers say they provide superior customer service

If you call your customer service center the call center, you have a problem

What should be on your tool list?

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WhatsApp managing traffic in India

KLM handling lost passenger items

What are the first steps? The "reply only twice" rule.

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Our theme song is called Mellow G by Fonkmasters in the Music Alley from Mevio.