BizSugar.com › Management › Jay Baer on Hugging Your Haters: More Customer Complaints Can Lead to Lower Churn

Jay Baer, customer experience expert and New York Times best-selling author, touches on why companies have to stop treating customer service as a spectator sport, why companies with a “call-center” mentality are doomed, and why seeking to increase the number of customer complaints is key to better understanding customers and lowering customer churn.