Hug Your Haters: How to Embrace Complaints and Keep Your Customers
| Author | : | |
| Rating | : | 4.14 (958 Votes) |
| Asin | : | 1101980672 |
| Format Type | : | paperback |
| Number of Pages | : | 240 Pages |
| Publish Date | : | 2013-07-23 |
| Language | : | English |
DESCRIPTION:
One of 2016's top 3 marketing books: Strategy+Business MagazineOne of 2016's top customer service books: 800-CEO-READ
Except for the occasional companies like Zappos or Warby-Parker who get it Back when I got my MBA in 1995, my professors always hammered me on the value of customer service. Customer service should be the top priority, they said. The problem was what I saw in practice, particularly with the big corporations, is how customer service was absolutely ignored. The buzzword of the day was "ou. Elf said Expected more from it. The book basically tells you to always respond to all negative comments and do it with empathy.If you didn't know that already - this book might be useful for you.I was hoping the book would give some guidelines or even templates on how to actually respond to different kinds of comments (e.g. when someone reports. Kyle said Haters it's time to FINALLY get the love you deserve!. "Every brand has the potential to delight or enrage”I wish that more brands & businesses would just embrace this type of mindset when it comes to customer support. At all my companies, I encourage everyone to refer to customer support as 'customer happiness.' Now while this little switch might sound simple
Bestselling author Jay Baer shows why that approach is a major mistake. Haters are not your problem. 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.. Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. Critics (“haters”) can now express their displeasure faster and more publicly than ever. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: ·Offstage haters. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. ·Onstage haters. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. Onstage haters want more than solutions—they want an audience to share thei