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

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Published:
Ascent Audio 2016
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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:
    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 2010. 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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    No
    Date Added:
    Jun 12, 2018 16:04:01
    Date Updated:
    Dec 06, 2020 02:42:14
    Last Metadata Check:
    Oct 24, 2021 07:20:06
    Last Metadata Change:
    Oct 10, 2021 07:27:58
    Last Availability Check:
    Oct 24, 2021 07:20:09
    Last Availability Change:
    Oct 21, 2021 10:42:27
    Last Grouped Work Modification Time:
    Oct 26, 2021 02:08:55

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  • 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...
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  • 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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