Título: Hug Your Haters
Autor: Jay Baer
Sinopse: Haters are not your problem. . . . Ignoring them is. 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. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different 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 company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers. ·Onstage haters. These people are often disappointed by a substandard interaction via traditional 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 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. 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.
Contexto da obra
Quando a classificação é mais ampla, o contexto do livro costuma depender ainda mais de autoria, tema e edição. “Hug Your Haters”, de Jay Baer, publicado pela editora Penguin, em 2016 e com 240 páginas, integra a categoria Livros Variados. Por isso, autoria, edição e tema acabam tendo ainda mais peso na forma de apresentar o livro.
Editora: Penguin
Páginas: 240
Ano: 2016
Edição: 4
Linguagem: pt_BR
ISBN: 9781101980699
ISBN13: 9781101980699
Sobre a editora
Os livros da editora Penguin oferecem uma experiência de leitura que mescla narrativas envolventes e textos densos, com temas que transitam entre suspense, filosofia, história e literatura clássica. O catálogo apresenta desde thrillers contemporâneos com tramas policiais e conspirações até reflexões existenciais e guias práticos, como manuais de sobrevivência e técnicas culinárias. Essa diversidade sugere um equilíbrio entre histórias narrativas e obras mais informativas ou ensaísticas, com um tom que pode variar do tenso e misterioso ao didático e contemplativo. A linguagem frequentemente privilegia personagens complexos e conflitos profundos, enquanto o ritmo pode oscilar entre o acelerado das tramas de suspense e o mais pausado das obras clássicas e filosóficas.
