Jay Baer is a celebrated digital marketing strategist, speaker and New York Times best-selling author, as well as the president of Convince & Convert, a digital marketing consulting firm. His advice on customer service has helped some of the world's leading brands, including Nike, Cisco, Oracle, Cabela's, and many others. In this episode of Total Retail Talks, Baer joins Total Retail's Executive Editor Joe Keenan to discuss his new book, "Hug Your Haters," as well as offer his thoughts on digital customer service within the retail sector.