Hug Your Haters
The first modern book on customer service.
Hug Your Haters will make you money, save you money and completely change the way you look at customers, and was named one of 2016’s top 3 business books by Strategy : Business Magazine.
You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.
But guess what? Only 8% of their customers agree.
The problem is that most people (me included) have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.
But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.
Now, customer service is a spectator sport. Are you prepared?
Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.
That’s why Hug Your Haters is the first-ever customer service book for modern times – it’s based on the realities of customer expectations TODAY, not one, five, or 20 years ago. That’s why Guy Kawasaki said:
“Hug Your Haters is a landmark book in the history of customer service.”
—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0
And these aren’t just my opinions. The book is based on an extensive, proprietary study into the Science of Complaint: how, where, and why we complain, plus case studies from businesses of all types and sizes from around the world, and more than 50 interviews.
What You’ll Learn
The two types of Haters and what they want from you when they complain
How to handle trolls
How to measure customer service the right way
The precise customer loyalty impacts of answering complaints (or not answering) by channel
Why you need to answer every complaint, in every channel, every time
A specific framework for exactly how to answer private complaints
A specific framework for exactly how to answer public complaints
Where you should spend most of your time in social media
How fast you need to be when responding to customers, by channel
The future of customer service, including specialized apps and new technologies
Software recommendations for handling online and offline customer service for both small and large businesses
And a lot, lot more.
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 turning bad news good with speed, compassion, and humanity.
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