Why You Should Hug Your Haters
What if I told you, you can turn your demons into angels, that hugging your haters turns them into your biggest fans, and doing this can yield your business a 25–85% increase in profits. Would you do it?
According to Jay Baer’s research, answering every complaint on every channel, every time, swiftly turns unhappy customers into your biggest advocates. Answering complaints increases customer advocacy. A financial services company “Discover card” responded to an unhappy customer remarkably, he became a happy customer, to the extent he tweeted
“#Greatservice!”.
Hugging your haters is not the problem, ignoring them is.
It is important to recognize that haters are taking the time to let you know what they think. Responding and paying attention to negative feedback helps you gather insights that can improve your business operations.
So few companies hug their haters today that people who make this commitment are almost immediately distinguished and noteworthy compared to their competitors. Overall, 95% of unhappy customers never take the time to complain, which means the 5% who do, actually care enough to provide you with a roadmap on how to fix whatever weakens your business.
These are the unelected representatives of everyone your business serves.
As you continue to address negative feedback and improve your products and services, your whole business improves as research shows that a 5% increase in customer retention boosts profits by 25–85%. Improved products and services lead to further purchases and one-time transactions are turned into lifetime customers by a better overall business.
