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Hug Your Haters
Author: Jay Baer

ISBN: 9781101980675
Format: Hardcover
Number Of Pages: 240
Published: 1 August 2016
Country of Publication: US
Dimensions (cm): 23.11 x 15.24 x 2.54
Description:
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 re-configuring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (ohaterso) 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 spot 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. Offsta...

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