Hug Your Haters: How to Embrace Complaints and Keep Your Customers
| Author | : | |
| Rating | : | 4.70 (789 Votes) |
| Asin | : | 1469034948 |
| Format Type | : | paperback |
| Number of Pages | : | 425 Pages |
| Publish Date | : | 2015-02-22 |
| Language | : | English |
DESCRIPTION:
Dan Aldridge (@danaldridge1) said Except for the occasional companies like Zappos or Warby-Parker who get it. Back when I got my MBA in 1995, my professors always hammered me on the value of customer service. Customer service should be the top priority, they said. The problem was what I saw in practice, particularly with the big corporations, is how customer service was absolutely ignored. The buzzword of the day was "outsourced", which meant of course getting rid of all the higher priced, experienced local c. Expected more from it The book basically tells you to always respond to all negative comments and do it with empathy.If you didn't know that already - this book might be useful for you.I was hoping the book would give some guidelines or even templates on how to actually respond to different kinds of comments (e.g. when someone reports a particular problem vs when someone just tells you that your product is terrible).Tellin. Haters it's time to FINALLY get the love you deserve! Kyle "Every brand has the potential to delight or enrage”I wish that more brands & businesses would just embrace this type of mindset when it comes to customer support. At all my companies, I encourage everyone to refer to customer support as 'customer happiness.' Now while this little switch might sound simple & little, the fact is that it can reap big rewards when used in your business.Don't ever d
One of 2016's top 3 marketing books: Strategy+Business MagazineOne of 2016's top customer service books: 800-CEO-READ
Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. 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. They complain via legacy channels where the likelihood of a response is highest-phone, email, and company websites. Critics ("haters") can now express their displeasure faster and more publicly than ever. The audiobook is also filed with poignant an