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Hug Your Haters
Hug Your Haters: How to Embrace Complaints and Keep Your Customers | Jay Baer
3 posts | 2 read | 4 to read
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. From the Hardcover edition.
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blurb
CocoReads
post image

And now my work here is done. A little confused how someone can take what our sign says and turn it into this email but whatever. People be crazy.

TrishB I'm very confused by that.....or why someone would bother themselves with that email. 7y
CocoReads @TrishB we are equally confused. I'm waiting for my boss to send me the response so I can send it back to her in our official email. If she's a crackpot, we don't want her having personal emails. 7y
eanderson There are ways to do things and ways not to. This is email is a way not to. Sometimes it's better to keep thoughts to ourselves. May be she was having a bad day and had to take it out on someone. I just don't think getting worked up over a sign is worth it. Plus, the sign has a great message behind it. Good grief, this is the kind of world we live in. 7y
See All 7 Comments
JacqMac That's really weird. Peopling is hard somedays. 7y
CocoReads @eanderson she may have been. The boss worded a tactful, and thoughtful response. Better than I could have done for sure based on my day so far! 7y
CocoReads @JacqMac it sure is! 7y
eanderson That's good! I tend to be a knee jerk reaction person. I have learned to just keep my mouth shut because of that or I would have said something I would regret. I wish I were good with words like your boss! (edited) 7y
35 likes7 comments
blurb
rachelm

My heart is breaking. #imwithyou

OSChamberlain It's a sad day in American history indeed. 8y
Bibliogeekery 💔😥 8y
Librariana #imwithyou #imwithherstill 💙💙💙💙 We're gonna be ok. We have our books and each other in this wonderful community of like-minded individuals. 8y
65 likes4 comments
review
Zak
Mehso-so

Useful information that applies to anyone that has a customer service element to their job, just not sure it was enough information to need to be in a book