Bertrand.pt - Hug Your Haters

Hug Your Haters (eBook)

How To Embrace Complaints And Keep Your Customers

de Jay Baer 

idioma: Inglês
Editor: Penguin Publishing Group
Edição ou reimpressão: março de 2016
7,59€
Disponibilidade Imediata
Ebook para ADE

Haters are not your problem. . . . Ignoring them is. 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: Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highestphone, 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 solutionsthey 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 hatersand 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.

Hug Your Haters
How To Embrace Complaints And Keep Your Customers
ISBN: 9781101980699 Ano de edição ou reimpressão: 03-2016 Editor: Penguin Publishing Group Idioma: Inglês Páginas: 240 Tipo de Produto: eBook Formato: ePUB i Classificação Temática: eBooks  >  eBooks em Inglês  >  Gestão  >  Gestão e Organização

Sugestões

Design Thinking: The Handbook
173,68€
WORLD SCIENTIFIC PUBLISHING COMPANY
Class Structure Of Capitalist Societies
36,93€
TAYLOR AND FRANCIS
X
O QUE É O CHECKOUT EXPRESSO?


O ‘Checkout Expresso’ utiliza os seus dados habituais (morada e/ou forma de envio, meio de pagamento e dados de faturação) para que a sua compra seja muito mais rápida. Assim, não tem de os indicar de cada vez que fizer uma compra. Em qualquer altura, pode atualizar estes dados na sua ‘Área de Cliente’.

Para que lhe sobre mais tempo para as suas leituras.