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Hug your haters: how to embrace complaints and keep your customers

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English
Description
"Haters are not your problem. Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to "pick their spots" when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest--phone, e-mail, and company websites. Offstage haters don't care if anyone else finds out, as long as they get answers. Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions--they want an audience to share their righteous indignation. Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity. Whether you work for a mom-and-pop store or a global brand, you will have haters--and you can't afford to ignore them. Baer's insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes"--
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ISBN:
9781101980675
9781469003740
9781101980699
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Grouping Information

Grouped Work ID9bfb8355-a89c-d2dc-a0bb-7564d5f57976
Grouping Titlehug your haters how to embrace complaints and keep your customers
Grouping Authorjay baer
Grouping Categorybook
Grouping LanguageEnglish (eng)
Last Grouping Update2022-10-07 02:08:38AM
Last Indexed2022-10-07 02:47:25AM

Solr Fields

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Baer, Jay
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Baer, Jay
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Baer, Jay
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display_description
"Haters are not your problem. Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to "pick their spots" when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest--phone, e-mail, and company websites. Offstage haters don't care if anyone else finds out, as long as they get answers. Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions--they want an audience to share their righteous indignation. Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity. Whether you work for a mom-and-pop store or a global brand, you will have haters--and you can't afford to ignore them. Baer's insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes"--
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Book
eAudiobook
eBook
format_category_catalog
Audio Books
Books
eBook
id
9bfb8355-a89c-d2dc-a0bb-7564d5f57976
isbn
9781101980675
9781101980699
9781469003740
itype_catalog
Adult Book Non-Fiction
last_indexed
2022-10-07T09:47:25.180Z
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-1
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Non Fiction
literary_form_full
Non Fiction
local_callnumber_catalog
658.812 B141 2016
owning_library_catalog
Sacramento Public Library
owning_location_catalog
Central
primary_isbn
9781101980675
publishDate
2016
publisher
Ascent Audio
Penguin Publishing Group
Portfolio/Penguin
recordtype
grouped_work
subject_facet
Consumer complaints
Customer relations
Marketing
title_display
Hug your haters : how to embrace complaints and keep your customers
title_full
Hug Your Haters How to Embrace Complaints and Keep Your Customers
Hug your haters : how to embrace complaints and keep your customers / Jay Baer
Hug your haters : how to embrace complaints and keep your customers [electronic resource] / Jay Baer
title_short
Hug your haters
title_sub
how to embrace complaints and keep your customers
topic_facet
Business
Consumer complaints
Customer relations
Marketing
Nonfiction

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