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OverviewTechnology 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 complain The advocacy impact of answering (or ignoring) a customer Differences in complaint type and expectations by industry Supported 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. Full Product DetailsAuthor: Jay Baer , Gildan AuthorPublisher: Gildan Media Corporation Imprint: Gildan Media Corporation ISBN: 9798200557486Publication Date: 01 March 2016 Audience: General/trade , General Format: Audio Publisher's Status: Active Availability: In stock  We have confirmation that this item is in stock with the supplier. It will be ordered in for you and dispatched immediately. Table of ContentsReviewsAuthor InformationJay Baer is a world-renowned social media strategy consultant. A digital marketing pioneer, he has founded five online companies since 1994 and speaks to tens of thousands of marketers annually at industry conferences and conventions around the country. His social media strategy blog, ConvinceAndConvert.com, is one of the top-ranked business blogs on the Internet. He is the author of The NOW Revolution: Seven Shifts to Make Your Business Faster, Smarter, and More Social. Tab Content 6Author Website:Countries AvailableAll regions |
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