Hug Your Haters: How to Embrace Complaints and Keep Your Customers

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9781101980675: Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Présentation de l'éditeur :

Based on proprietary research and more than 70 exclusive interviews, New York Times bestselling author Jay Baer offers a new playbook for handling unhappy customers. Hug Your Haters provides the recipe for a mobile, social, right-now world where complaints are faster and louder than ever.

Hug Your Haters is the first customer service book written for the modern, mobile era.
 
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. Baer also includes The Hatrix, a detailed examination of the differences between 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.

Revue de presse :

“Customer service is the new marketing. You need to buy this book if you care about your customers and your business.”
—Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook
 
“This is a landmark book in the history of customer service.”
—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0
 
“If you need to decrypt customer service, you NEED to read Hug Your Haters. Baer gives you a better map to success than anyone else.”
—Chris Brogan, CEO of Owner Media Group
 
Hug Your Haters is one of the most profound books a business can read today. Baer is one of the foremost experts on customer experience”
—John R. DiJulius III, author of The Customer Service Revolution
 
“When customers complain, they aren't just being negative - they're giving you fascinating insights and inspiration about your brand. Hug Your Haters reveals why detractors can become your most valuable customers.”
—Sally Hogshead, author of Fascinate and How the World Sees You
 
“Jay Baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints.”
—Steve Curtin, author of  Delight Your Customers
 
“Jay provides strategies that are easy to understand and can be immediately implemented.”
—Jeffrey Gitomer, author of Customer Satisfaction is Worthless, Customer Loyalty is Priceless
 
“Finally a book with steps to get even the toughest critics on your side!”
—Jeffrey Hayzlett, primetime TV & radio host, keynote speaker, best-selling author and global business celebrity

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Baer, Jay
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ISBN 10 : 1101980672 ISBN 13 : 9781101980675
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Jay Baer
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Description du livre Portfolio, New Delhi, 2016. Hardcover. État : New. 23 cms. 219pp. Haters are not your problem. I gnoring them is.Eighty percent of companies say they deliver out-standing 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 pub-licly 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. 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 cant afford to ignore them. Baers insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes. N° de réf. du libraire 306322

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