Sunday, December 27, 2015

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



Read online or download



ISBN-13:
9781101980699

Publisher:

Penguin Publishing Group

Date of publication:
03/01/2016

sold:
Penguin Group

Format:
PDF

Pages:
240

Sales rank:
664839

File size:
3 MB


Read or download the e-book in PDF format hug Haters: How to Embrace Complaints and keep your customers -


Haters are not your problem. ,,,,
Not paying attention to them.
# 160;
Eighty percent of companies say they provide a way out­standing customer service, but only 8 percent of their customers agree. This book will help you to close this gap by reconfiguring your customer service experience to deliver a knockout.
# 160;
Nearly universal acceptance of smartphones and social media has fundamentally changed the science of complaints. Critics (“haters”) Now may express their displeasure faster and pub­licly than ever. These trends have led to an overall increase in the number of complaints and the faith of many businesses that they should “pick his spots” when choosing to respond to the criticisms.
# 160;
Bestselling author Jay Baer shows why this approach is a big mistake. On the basis of Exten­SIVE patented study of how, where and why we complain hug Haters proves that there are two types of complainants, all of which are very different­ENT motivations:
# 160;
·Haters. Behind the scenes of these people just want to solve their problems. They complain, via existing channels, where the answer probability is highest—phone, email, and com­pany websites. Behind the scenes haters dong’t care if any­no one finds out, as long as they get answers.
·Onstage haters. These people often disap­He pointed to the poor quality interaction through traditional­nye channels, so they turn to indirect areas such as social media, online review sites and discussion boards. Onstage haters want more than making—they want the audience to share their righteous indignation.
# 160;
Hug Your Haters shows you exactly how to deal with both groups, based on carefully examined case studies from companies of all types and sizes from all over the world. It includes a specific game­books and formulas, as well as a fold-out poster “Hatrix,” which summarizes the best Straight­nology for various situations. The book is also filled with bitter and funny examples haters Gone Wild, and the company has gone mad, and inspirational stories of respondent companies with speed, compassion and humanity.
# 160;
Whether you're working 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 to teach you how to take complaints, haters put to work for you, and turn bad news into good results.


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