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Hug your haters: how to embrace complaints and keep your customers
(eAudiobook)

Book Cover
Average Rating
Published:
[United States] : Ascent Audio, 2016.
Content Description:
1 online resource (1 audio file (5hr., 30 min.)) : digital.
Status:
Description

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 addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals: How, where and why people complain (by demographic and by channel) How and when consumers expect a response when they complain The advocacy impact of answering (or ignoring) a customer Differences in complaint type and expectations by industry Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers. Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.

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Format:
eAudiobook
Edition:
Unabridged.
Language:
English
ISBN:
9781469003740, 1469003740

Notes

Restrictions on Access
Digital content provided by hoopla.
Participants/Performers
Read by the author.
Description
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 addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals: How, where and why people complain (by demographic and by channel) How and when consumers expect a response when they complain The advocacy impact of answering (or ignoring) a customer Differences in complaint type and expectations by industry Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers. Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.
System Details
Mode of access: World Wide Web.
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Citations
APA Citation (style guide)

Baer, J., & Baer, J. (2016). Hug your haters: how to embrace complaints and keep your customers. Unabridged. [United States], Ascent Audio.

Chicago / Turabian - Author Date Citation (style guide)

Baer, Jay, 1969- and Jay. Baer. 2016. Hug Your Haters: How to Embrace Complaints and Keep Your Customers. [United States], Ascent Audio.

Chicago / Turabian - Humanities Citation (style guide)

Baer, Jay, 1969- and Jay. Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. [United States], Ascent Audio, 2016.

MLA Citation (style guide)

Baer, Jay and Jay Baer. Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Unabridged. [United States], Ascent Audio, 2016.

Note! Citation formats are based on standards as of July 2022. Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy.
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Grouped Work ID:
9bfb8355-a89c-d2dc-a0bb-7564d5f57976
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Hoopla Extract Information

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Record Information

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Last Grouped Work Modification TimeFeb 03, 2023 02:08:37 AM

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