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Hug Your Haters: How to Embrace Complaints and Keep Your Customers
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Condition:
“Signed by author. Light wear to covers. Text clean and unmarked. The binding is tight and ”... Read moreabout condition
Very good
A book that does not look new and has been read but is in excellent condition. No obvious damage to the cover, with the dust jacket (if applicable) included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear. See the seller’s listing for full details and description of any imperfections.
- Buy It NowHug Your Haters: How to Embrace Complaints and Keep Your Customers
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Located in: Eatonton, Georgia, United States
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Estimated between Mon, 11 Aug and Sat, 16 Aug to 94104
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eBay item number:356486772036
Item specifics
- Condition
- Very good
- Seller notes
- ISBN
- 9781101980675
About this product
Product Identifiers
Publisher
Penguin Publishing Group
ISBN-10
1101980672
ISBN-13
9781101980675
eBay Product ID (ePID)
212777518
Product Key Features
Book Title
Hug Your Haters : How to Embrace Complaints and Keep Your Customers
Number of Pages
240 Pages
Language
English
Topic
Marketing / General, Customer Relations, Consumer Behavior
Publication Year
2016
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.9 in
Item Weight
15.2 Oz
Item Length
9.3 in
Item Width
6.3 in
Additional Product Features
Intended Audience
Trade
LCCN
2015-048426
Dewey Edition
23
Reviews
"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
Dewey Decimal
658.8/12
Synopsis
Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding 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 publicly 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 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. 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 company websites. Offstage haters don't care if anyone else finds out, as long as they get answers. - Onstage haters. These people are often disappointed by a substandard interaction via traditional 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 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 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., Haters are not your problem. . . . Ignoring 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. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten-sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ-ent 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 com-pany websites. Offstage haters don't care if any-one else finds out, as long as they get answers. Onstage haters. These people are often disap-pointed by a substandard interaction via tradi-tional 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 play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies 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., Haters are not your problem. . . . Ignoring 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. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten-sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ-ent 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 com-pany websites. Offstage haters don't care if any-one else finds out, as long as they get answers. - Onstage haters. These people are often disap-pointed by a substandard interaction via tradi-tional 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 play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies 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.
LC Classification Number
HF5415.5.B326 2016
Item description from the seller
Seller feedback (922)
- a***d (1051)- Feedback left by buyer.Past 6 monthsVerified purchase1st note: had a small problem after getting this item. With an easy, pleasant email exchange it was resolved rather easily. Thanks J. Just perfect, thanks. Lovely music, a fair price, quickly and safely shipped. Quite safely packed for shipping as well. The 100% positive feedback isn't a fluke. You can trust First Coast Books for a wonderful E-bay experience. I have saved as a favorite seller and would unhesitatingly recommend this person as a source for music. A++, caring seller!
- c***a (93)- Feedback left by buyer.Past monthVerified purchaseGreat transaction. Three items were purchased together, and each one was accurately described. Fast shipping, and obvious care was taken to ensure that the items arrived unscathed. Very satisfied.
- 5***u (115)- Feedback left by buyer.Past monthVerified purchaseWonderful Haydn collection from the great Alfred Brendel- and wonderful seller as well. Item as described, well packaged, fairly priced, timely shipping. 5 big stars!
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Seller feedback (922)
- a***d (1051)- Feedback left by buyer.Past 6 monthsVerified purchase1st note: had a small problem after getting this item. With an easy, pleasant email exchange it was resolved rather easily. Thanks J. Just perfect, thanks. Lovely music, a fair price, quickly and safely shipped. Quite safely packed for shipping as well. The 100% positive feedback isn't a fluke. You can trust First Coast Books for a wonderful E-bay experience. I have saved as a favorite seller and would unhesitatingly recommend this person as a source for music. A++, caring seller!
- c***a (93)- Feedback left by buyer.Past monthVerified purchaseGreat transaction. Three items were purchased together, and each one was accurately described. Fast shipping, and obvious care was taken to ensure that the items arrived unscathed. Very satisfied.
- 5***u (115)- Feedback left by buyer.Past monthVerified purchaseWonderful Haydn collection from the great Alfred Brendel- and wonderful seller as well. Item as described, well packaged, fairly priced, timely shipping. 5 big stars!