Listen to this audiobook in full for free onhttps://hotaudiobook.comID: 262260Title: Hug Your Haters: How to Embrace Complaints and Keep Your CustomersAuthor: Jay BaerNarrator: Jay BaerFormat: UnabridgedLength: 05:37:00Language: EnglishRelease date: 03-01-16Publisher: Ascent AudioGenres: Business & Economics, Marketing & Advertising, Business DevelopmentSummary:Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ('haters') are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters.The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:How, where and why people complain (by demographic and by channel)How and when consumers expect a response when they complainThe advocacy impact of answering (or ignoring) a customerDifferences in complaint type and expectations by industrySupported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers.Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.Contact: [email protected]

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related