Hug Your Haters
Language: English
Published by Penguin Putnam Inc, 2016
- Hardcover
- Used
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.World of Books (was SecondSale)
AbeBooks seller since December 20, 2007
Condition: Used - Very good
£ 3.53
Quantity: 4 available
Add to basketItem description from seller
Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outèstanding 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 pubèlicly 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 extenèsive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differèent motivations: ÛOffstage 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 comèpany websites. Offstage haters don't care if anyèone else finds out, as long as they get answers. ÛOnstage haters. These people are often disapèpointed by a substandard interaction via tradiètional 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 playèbooks and formulas as well as a fold-out poster of the Hatrix, which summarizes the best strateègies 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.…
Seller Inventory # 00105622179
- Title
- Hug Your Haters
- Author
- Jay Baer
- Publisher
- Penguin Putnam Inc
- Publication year
- 2016
- Condition
- Very Good
- Binding
- Hardback
- Language
- English
- ISBN 10
- 1101980672
- ISBN 13
- 9781101980675
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About the Author
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World of Books (was SecondSale)
Montgomery, IL, U.S.A.
AbeBooks seller since December 20, 2007
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Founded in 2002, World of Books is a leading online destination for buying and selling both preloved and new books, committed to making sustainable reading accessible to all. With a mission to help people read more and waste less, World of Books offers a huge range of affordable, high-quality books — giving both new and preloved titles a second life. The company also operates World of Books – Sell Your Books, an easy-to-use platform that allows customers to trade in unwanted books for cash, helping to keep books in circulation while promoting sustainability. As a Certified B Corp, World of Books is driven by a vision to become the world’s largest and most sustainable dedicated online bookstore. The company measures its success through the positive environmental impact it creates, the value it provides to customers, and its ability to operate profitably while supporting its sustainable mission …
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