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Hug Your Haters: How to Embrace Complaints and Keep Your Customers
(OverDrive MP3 Audiobook, OverDrive Listen)

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Average Rating
Author:
Baer, Jay
Narrator:
Baer, Jay
Published:
Ascent Audio 2016
Status:
Available from OverDrive
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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Subjects
Subjects
Business
Nonfiction
More Details
Format:
OverDrive MP3 Audiobook, OverDrive Listen
Edition:
Unabridged
Street Date:
03/01/2016
Language:
English
ISBN:
9781469003740
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Citations
APA Citation (style guide)

Jay Baer. (2016). Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Unabridged Ascent Audio.

Chicago / Turabian - Author Date Citation (style guide)

Jay Baer. 2016. Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Ascent Audio.

Chicago / Turabian - Humanities Citation (style guide)

Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Ascent Audio, 2016.

MLA Citation (style guide)

Jay Baer. Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Unabridged 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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Needs Update?:
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Date Added:
Jun 12, 2018 16:04:01
Date Updated:
Dec 06, 2020 02:42:14
Last Metadata Check:
Apr 14, 2024 07:24:57
Last Metadata Change:
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Last Availability Check:
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Last Availability Change:
Jun 19, 2023 11:52:10
Last Grouped Work Modification Time:
Apr 19, 2024 02:10:42

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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 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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