Episode description
BONUS - Dave's Audiobook Selection for December - Hug Your Haters - How to Embrace Complaints and Keep Your Customers by Jay Baer
Episode description
BONUS - Dave's Audiobook Selection for December - Hug Your Haters - How to Embrace Complaints and Keep Your Customers by Jay Baer
Do you have a hater? You write your book, post your podcast, jump on social media or YouTube - share a piece of yourself with the world only to be swarmed by hate and negative comments like bugs at dusk!
On the How To Podcast Series, a show where I teach and support people on their journey in starting their very own podcast (you should start a podcast as an author, you really should!) I shared an episode that has garnered over 50,000 listens - yes, I am shocked just as much as you are - in this epiosde I share how to deal with a hater! This episode has really struck a nerve, but in a good way! If you would like to hear the episode simply click here!
https://pod.link/1610039000/episode/094643199aa9c1d4de5fb8a3e446e07a
I love this book by Jay Baer, one of my favourite authors in this space, so I thought that I would share it with you!
Hug Your Haters - How to Embrace Complaints and Keep Your Customers
Technology has evaporated the barriers of complaint. With smartphones 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. The book includes The Hatrix, a detailed examination of the differences between these 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 when they complain
- The advocacy impact of answering (or ignoring) a customer
- Differences in complaint type and expectations by industry
Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.
https://www.amazon.com/Hug-Your-Haters-Jay-Baer-audiobook/dp/B01BVWUO4W/ref=sr_1_1?crid=GZVWZ287LPCJ&keywords=jay+baer+hug+your+haters&qid=1701971430&sprefix=jay+baer+hug+your+haters%2Caps%2C346&sr=8-1
https://www.jaybaer.com/
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