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

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

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About
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:
Info

ISBN: 9781101980675

Published Date: March 1, 2016

Publisher: Portfolio

Language: English

Page Count: 240

Size: 9.33" l x 6.28" w x 0.94" h