JAY BAER is the president of Convince & Convert, an online customer service and digital marketing consultancy. He is the author of five books, including Hug Your Haters and Youtility. He contributes articles to Inc., Entrepreneur, and Forbes.com; writes the world's #1 content marketing blog; and hosts several award-winning podcasts.
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Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and... SEE MORE