{"product_id":"hug-your-haters-how-to-embrace-complaints-and-keep-your-customers-hardcover","title":"Hug Your Haters: How to Embrace Complaints and Keep Your Customers - Hardcover","description":"\u003cp\u003eby \u003cb\u003eJay Baer\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003cb\u003eHaters are not your problem. . . . \u003cbr\u003eIgnoring them is.\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eEighty 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. \u003cp\u003e\u003c\/p\u003eThe 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. \u003cp\u003e\u003c\/p\u003eBestselling author Jay Baer shows why that approach is a major mistake. Based on an exten­sive proprietary study of how, where, and why we complain, \u003ci\u003eHug Your Haters \u003c\/i\u003eproves that there are two types of complainers, each with very differ­ent motivations: \u003cp\u003e\u003c\/p\u003e-\u003cb\u003eOffstage haters. \u003c\/b\u003eThese 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. \u003cbr\u003e-\u003cb\u003eOnstage haters. \u003c\/b\u003eThese 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. \u003cp\u003e\u003c\/p\u003e\u003ci\u003eHug Your Haters \u003c\/i\u003eshows 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. \u003cp\u003e\u003c\/p\u003eWhether you work for a mom-and-pop store or a global brand, you \u003ci\u003ewill \u003c\/i\u003ehave 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.\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003cb\u003eJay Baer \u003c\/b\u003eis the president of Convince \u0026amp; Convert, an online customer service and digital marketing consultancy and media company. He is the author of five books, including the \u003ci\u003eNew York Times \u003c\/i\u003ebestseller \u003ci\u003eYoutility\u003c\/i\u003e. He contributes articles to \u003ci\u003eInc.\u003c\/i\u003e, \u003ci\u003eEntrepreneur\u003c\/i\u003e, and \u003ci\u003eForbes.com\u003c\/i\u003e; writes the world's #1 content marketing blog; and hosts several award-winning podcasts. He lives in Bloomington, Indiana, with his family.\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 240\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1 x 9.1 x 6 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eIllustrated:\u003c\/strong\u003e Yes\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e March 01, 2016\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51772758262048,"sku":"9781101980675","price":30.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/a2595112365f71477664ba008e51fb33.webp?v=1780413436","url":"https:\/\/ebocreations.com\/products\/hug-your-haters-how-to-embrace-complaints-and-keep-your-customers-hardcover","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}