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Description
Hug Your Haters: How to Embrace Complaints and Keep Your CustomersHaters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver out standing 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
Haters are not your problem. . . .Ignoring them is. Eighty percent of companies say they deliver out-standing 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 pub-licly 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 exten-sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ-ent motivations: -Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest--phone, e-mail, and com-pany websites. Offstage haters don't care if any-one else finds out, as long as they get answers.
-Onstage haters. These people are often disap-pointed by a substandard interaction via tradi-tional 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. 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 play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies 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 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.
Binding Type: Hardcover
Publisher: Portfolio
Published: 03/01/2016
ISBN: 9781101980675
Pages: 240
Weight: 1.05lbs
Size: 9.10h x 6.00w x 1.00d
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4.9 ★★★★★
Based on 250 reviews
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Product Reviews
★★★★★ 5
Great Read!!! Great story!!!
Format: Kindle
The series is long, but Ms. Wolfhart does a fantastic job of weaving this tale while bringing so much to the characters. Surprises and plot twists along the way to keep you intrigued. There is some graphic sex, but is no way the focal point. Grammar was excellent (a rare find with a lot of self publishers) with only a few noted errors. I rarely give 4 stars, let alone 5.
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Reviewed in the United States on April 30, 2021
★★★★★ 3
Sadly, DNF
Format: Kindle
I read this thru KU. I LOVED the synopsis. And then I began reading... and it was a DNF at 68% after picking it up and putting it down several times because I really loved the main female character.
*****SPOILERS*****
Pros:
The world is unique, intriguing and fun. The primary female character is bad-a** but not a b*tech or a mary sue. The primary female has depth. I really want to know what happens to her even tho it's been weeks and I don't remember her name. The villains to the point I read are pretty good -- an ever present threat of mysterious and possibly many culprits.
Cons:
Way, way too many points of view. I stopped counting at 7. It's the prime reason why I don't care about most of the characters or remember their names even when I like them. There's just too many points of view so almost none of the characters have enough book space for the author to properly develop them. This literally killed the book for me. Actually it killed my desire to read. For weeks.
The main male is more villain than hero. He agreed to marry the main female then locks her up & eschews her for her sister, all while bad mouthing her as unfit to rule when he never spent any time with her getting to know her. He is actually unfit to rule as he is blind to the woes of his own kingdom and starts off a peace mission to secure a ceasefire through marriage by murdering an inn full of people in her country for no real reason. Plus, he constantly makes promises he does not keep. And it's gross of him to pine for the sister behind the main female's back.
*****
As much as I really wanted to see what happened to the main female character, it wasn't enough for me to keep trying to slog thru this book. There was a lot of potential here that just fell short.
Hence, 3 stars.
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Reviewed in the United States on June 19, 2021
★★★★★ 5
Fae Courts with High Intrigue
Format: Kindle
This book is one that just builds and builds and then surprises you to no end. You may think you know the villains and then you are jolted in another direction. Princess Reyna is a real gem, strong of character, a fierce fighter, and loyal to her family and kingdom. Just when you think she and Lorcan, well you know, the plot is flipped. Can't wait to see where this goes in book two.
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Reviewed in the United States on July 7, 2023
★★★★★ 4
Slow, sorry but good
Format: Kindle
This was a slow moving book. Lots of character pov chapters, lots of superfluous descriptions and endless courtly appearances stalled this book to start. Once you get into the heart of the story, it takes off. Before you know it the book is done. My favorite character is Reyna. She is so strong. She is true to herself. She gets into a lot of trouble with her headstrong ways but it's entertaining. I have high hopes for Lorcan. He is honorable to a fault. Thane had turned out to be better than I thought but i still don't like him. Eislin is useless. Great plot twists at the end. I'm looking forward too book 2.
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Reviewed in the United States on June 6, 2020
★★★★★ 5
Very detailed! Beautiful world building! Strong Heroine!
Format: Kindle
Starts off a little slow and confusing with different POV’s, but starts to all come together towards the middle to make an elaborate plot line and makes it all worth it. Beautiful world building and attention to detail as well as great writing. The cliffhanger was gut wrenching! Can’t wait for the next book!
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Reviewed in the United States on March 4, 2020