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The Resource Hug your haters : how to embrace complaints and keep your customers, Jay Baer

Hug your haters : how to embrace complaints and keep your customers, Jay Baer

Label
Hug your haters : how to embrace complaints and keep your customers
Title
Hug your haters
Title remainder
how to embrace complaints and keep your customers
Statement of responsibility
Jay Baer
Creator
Author
Subject
Language
eng
Summary
"Based on proprietary research and more than 70 exclusive interviews, New York Times bestselling author Jay Baer offers a new playbook for handling unhappy customers. Hug Your Haters provides the recipe for a mobile, social, right-now world where complaints are faster and louder than ever. Technology 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. Baer also includes The Hatrix, a detailed examination of the differences between 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 to their complaints the advocacy impact of answering (or ignoring) a hater differences in complaint type and expectations by industry"--Provided by publisher
Cataloging source
DLC
http://library.link/vocab/creatorDate
1969-
http://library.link/vocab/creatorName
Baer, Jay
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Consumer complaints
  • Customer relations
  • Marketing
Target audience
general
Label
Hug your haters : how to embrace complaints and keep your customers, Jay Baer
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
xiii, 219 pages (one folded)
Isbn
9781101980675
Isbn Type
(hardcover)
Lccn
2015048426
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations
Ownership
*
Label
Hug your haters : how to embrace complaints and keep your customers, Jay Baer
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
xiii, 219 pages (one folded)
Isbn
9781101980675
Isbn Type
(hardcover)
Lccn
2015048426
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations
Ownership
*

Library Locations

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      43.859634 -79.513660
    • Pleasant Ridge LibraryBorrow it
      300 Pleasant Ridge Avenue, Thornhill, ON, L4J 9B3, CA
      43.834087 -79.474933
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