Jay Baer

Jay Baer is a renowned business strategist, keynote speaker, and New York Times bestselling author of five books. He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service. His latest book, "Hug Your Haters," outlines how to embrace complaints, put haters to work for your company, and turn bad news into good. Connect with Baer on Twitter.

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Don't be afraid to apologize and make things right.

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