Hug Your Haters
The summary (from Goodreads):
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.
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 playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies 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.
My review:
This was one of my first, and still is a favorite, book I read for professional development. Jay Baer isn’t just a smart thought leader in the content marketing industry, he also is a fantastic speaker and writer.
Check out his website and podcast!
This book was written from a study that was conducted and it’s full of solid research and fun facts to support the strategies Jay presents.
He talks about the concept of taking your in-store customer service strategy and applying it to your online customer service strategy, which is something we all need to do now that customers rely on businesses to be available to them at all times, on their preferred channel.
It makes for more work for businesses, but it’s not something to brush off. We all know how important customer service is.
If you’re a business owner, or you do marketing for a small business, this book is a must-read for you!
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