| 000 | 03548nam a2200253 i 4500 | ||
|---|---|---|---|
| 003 | MIUC | ||
| 005 | 20200303092337.0 | ||
| 008 | 170626s2016 nyua 001 | eng | ||
| 020 | _a9781101980675 | ||
| 040 |
_aMIUC _beng _cMIUC |
||
| 082 | 0 | _a658.812 | |
| 100 | 1 |
_93378 _aBaer, Jay, _d1969- |
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| 245 | 1 | 0 |
_aHug your haters : _bhow to embrace complaints and keep your customers / _cJay Baer. |
| 260 |
_aNew York : _bPortafolio ; _bPengiun, _c2016. |
||
| 300 |
_axiii, 219 p. ; _bill. b&w and col. ; _c24 cm. |
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| 336 |
_2rdacontent _atext |
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| 504 | _aIncludes bibliographical references and index. | ||
| 505 | 0 | _aCh. 1. Why you should embrace complaints -- Ch. 2. The two types of haters and the DNA of complaints -- Ch. 3. The Hatrix: Who complains, where and why -- Ch. 4. Customer services is a spectator sport -- Ch. 5. Big buts: 5 obstacles to providing great services -- Ch. 6. H-O-U-R-S: The playbook for hugging offstage haters -- Ch. 7. F-E-A-R-S: The playbook for hugging onstage haters -- Ch. 8. The future of customer service -- Afterword -- Appendix: Hug your haters – an easy reference guide. | |
| 520 | _aEighty 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. | ||
| 650 | 0 |
_9841 _aCustomer relations |
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| 650 | 0 |
_93379 _aConsumer complaints |
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| 650 | 0 |
_936 _aMarketing |
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| 942 |
_2ddc _cBK |
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