Hug Your Haters: How to Embrace Complaints and Keep Your

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

Haters are not your problem. . . .
Ignoring them is.
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Eighty percent of companies say they deliver outÂstanding 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.
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The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (â€œhatersâ€) can now express their displeasure faster and more pubÂlicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to â€œpick their spotsâ€ when choosing to answer criticisms.
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Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extenÂsive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differÂent motivations:
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Â·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highestâ€”phone, e-mail, and comÂpany websites. Offstage haters donâ€™t care if anyÂone else finds out, as long as they get answers.
Â·Onstage haters. These people are often disapÂpointed by a substandard interaction via tradiÂtional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutionsâ€”they want an audience to share their righteous indignation.
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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 playÂbooks and formulas as well as a fold-out poster of â€œthe Hatrix,â€ which summarizes the best strateÂgies 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.
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Whether you work for a mom-and-pop store or a global brand, you will have hatersâ€”and you canâ€™t afford to ignore them. Baerâ€™s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.

From the Hardcover edition.
Country USA
Manufacturer Portfolio
Binding Kindle Edition
ReleaseDate 2016-03-01
Format Kindle eBook

Country	USA
Manufacturer	Portfolio
Binding	Kindle Edition
ReleaseDate	2016-03-01
Format	Kindle eBook

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

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