The Resource Hug your haters : how to embrace complaints and keep your customers, Jay Baer

Hug your haters : how to embrace complaints and keep your customers, Jay Baer

Label
Hug your haters : how to embrace complaints and keep your customers
Title
Hug your haters
Title remainder
how to embrace complaints and keep your customers
Statement of responsibility
Jay Baer
Creator
Author
Subject
Genre
Language
eng
Summary
  • "Haters are not your problem. Ignoring them is. Eighty percent of companies say they deliver outƯstanding 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 pubƯlicly 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 extenƯsive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differƯent 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 comƯpany websites. Offstage haters don't care if anyƯone else finds out, as long as they get answers. ·Onstage haters. These people are often disapƯpointed by a substandard interaction via tradiƯtional 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 playƯbooks and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strateƯgies 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"--
  • "Hug Your Haters How to Embrace Complaints and Keep Your Customers Jay Baer 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. 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 to their complaints the advocacy impact of answering (or ignoring) a hater differences in complaint type and expectations by industry"--
Assigning source
  • Provided by publisher
  • Provided by publisher
Cataloging source
DLC
http://library.link/vocab/creatorDate
1969-
http://library.link/vocab/creatorName
Baer, Jay
Dewey number
658.8/12
Index
no index present
LC call number
HF5415.5
Literary form
non fiction
Nature of contents
dictionaries
http://library.link/vocab/subjectName
  • Customer relations
  • Consumer complaints
  • Marketing
  • BUSINESS & ECONOMICS / Customer Relations
  • BUSINESS & ECONOMICS / Marketing / General
  • BUSINESS & ECONOMICS / Consumer Behavior
  • Consumer complaints
  • Customer relations
  • Marketing
Label
Hug your haters : how to embrace complaints and keep your customers, Jay Baer
Link
Instantiates
Publication
Note
This is an OverDrive title
Carrier category
online resource
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Control code
ocn936205759
Extent
1 online resource.
Form of item
online
Isbn
9781101980699
Lccn
2016004147
Media category
computer
Media MARC source
rdamedia
Specific material designation
remote
Stock number
580CAF2E-BF6B-4C73-B468-5ACC7A2DA87A
System control number
(OCoLC)936205759
Label
Hug your haters : how to embrace complaints and keep your customers, Jay Baer
Link
Publication
Note
This is an OverDrive title
Carrier category
online resource
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Control code
ocn936205759
Extent
1 online resource.
Form of item
online
Isbn
9781101980699
Lccn
2016004147
Media category
computer
Media MARC source
rdamedia
Specific material designation
remote
Stock number
580CAF2E-BF6B-4C73-B468-5ACC7A2DA87A
System control number
(OCoLC)936205759

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