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Hug Your Haters : How to Embrace Complaints and Keep Your Customers
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Hug Your Haters : How to Embrace Complaints and Keep Your Customers
by Baer, Jay

"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."--Amazon.co.uk.

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Publication date: 2016

ISBN: URN:ISBN:9781101980675

OPAC reference: KOHA-OAI-BCP:12269

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