
Hug Your Haters
How to Embrace Complaints and Keep Your Customers
No se pudo agregar al carrito
Add to Cart failed.
Error al Agregar a Lista de Deseos.
Error al eliminar de la lista de deseos.
Error al añadir a tu biblioteca
Error al seguir el podcast
Error al dejar de seguir el podcast

Compra ahora por $24.06
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
-
Narrado por:
-
Jay Baer
-
De:
-
Jay Baer
Acerca de esta escucha
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.
©2016 Jay Baer (P)2016 Gildan Media LLCLos oyentes también disfrutaron...
-
You're Not Listening
- What You're Missing and Why It Matters
- De: Kate Murphy
- Narrado por: Kate Murphy
- Duración: 6 h y 31 m
- Versión completa
-
General
-
Narración:
-
Historia
At work, we’re taught to lead the conversation. On social media, we shape our personal narratives. At parties, we talk over one another. So do our politicians. We’re not listening. And no one is listening to us. Despite living in a world where technology allows constant digital communication and opportunities to connect, it seems no one is really listening or even knows how. And it’s making us lonelier, more isolated, and less tolerant than ever before. A listener by trade, New York Times contributor Kate Murphy wanted to know how we got here.
-
-
Very Interesting and Helpful
- De Bike49038 en 02-17-20
De: Kate Murphy
-
Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- De: Jay Baer, Daniel Lemin
- Narrado por: Jay Baer, Daniel Lemin, Ted Wright
- Duración: 5 h y 34 m
- Versión completa
-
General
-
Narración:
-
Historia
Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.
-
-
What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
-
Youtility
- Why Smart Marketing Is About Help Not Hype
- De: Jay Baer
- Narrado por: Marcus Sheridan, Jay Baer
- Duración: 4 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
-
-
Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
-
Hug Your Customers
- The Proven Way to Personalize Sales and Achieve Astounding Results
- De: Jack Mitchell
- Narrado por: Jack Mitchell
- Duración: 7 h y 54 m
- Versión completa
-
General
-
Narración:
-
Historia
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business best seller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace.
-
-
Interesting story packed with useful information
- De Don en 04-24-15
De: Jack Mitchell
-
Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- De: Joey Coleman
- Narrado por: Joey Coleman
- Duración: 9 h y 28 m
- Versión completa
-
General
-
Narración:
-
Historia
Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
-
-
Message tainted by using shady biz as examples
- De Amazon Customer en 04-25-19
De: Joey Coleman
-
Real Estate Rookie
- 90 Days to Your First Investment
- De: Ashley Kehr
- Narrado por: Sara Van Beckum
- Duración: 8 h y 37 m
- Versión completa
-
General
-
Narración:
-
Historia
Your first investment property will no doubt be the hardest. Even choosing an investing strategy and coming up with a plan can seem impossible. Then you add in finding the right market, conducting property analysis, and the many facets of funding—and you’ve got yourself a classic case of analysis paralysis!
-
-
Its okay....
- De Taylor en 01-16-23
De: Ashley Kehr
-
You're Not Listening
- What You're Missing and Why It Matters
- De: Kate Murphy
- Narrado por: Kate Murphy
- Duración: 6 h y 31 m
- Versión completa
-
General
-
Narración:
-
Historia
At work, we’re taught to lead the conversation. On social media, we shape our personal narratives. At parties, we talk over one another. So do our politicians. We’re not listening. And no one is listening to us. Despite living in a world where technology allows constant digital communication and opportunities to connect, it seems no one is really listening or even knows how. And it’s making us lonelier, more isolated, and less tolerant than ever before. A listener by trade, New York Times contributor Kate Murphy wanted to know how we got here.
-
-
Very Interesting and Helpful
- De Bike49038 en 02-17-20
De: Kate Murphy
-
Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- De: Jay Baer, Daniel Lemin
- Narrado por: Jay Baer, Daniel Lemin, Ted Wright
- Duración: 5 h y 34 m
- Versión completa
-
General
-
Narración:
-
Historia
Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.
-
-
What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
-
Youtility
- Why Smart Marketing Is About Help Not Hype
- De: Jay Baer
- Narrado por: Marcus Sheridan, Jay Baer
- Duración: 4 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
-
-
Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
-
Hug Your Customers
- The Proven Way to Personalize Sales and Achieve Astounding Results
- De: Jack Mitchell
- Narrado por: Jack Mitchell
- Duración: 7 h y 54 m
- Versión completa
-
General
-
Narración:
-
Historia
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business best seller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace.
-
-
Interesting story packed with useful information
- De Don en 04-24-15
De: Jack Mitchell
-
Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- De: Joey Coleman
- Narrado por: Joey Coleman
- Duración: 9 h y 28 m
- Versión completa
-
General
-
Narración:
-
Historia
Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
-
-
Message tainted by using shady biz as examples
- De Amazon Customer en 04-25-19
De: Joey Coleman
-
Real Estate Rookie
- 90 Days to Your First Investment
- De: Ashley Kehr
- Narrado por: Sara Van Beckum
- Duración: 8 h y 37 m
- Versión completa
-
General
-
Narración:
-
Historia
Your first investment property will no doubt be the hardest. Even choosing an investing strategy and coming up with a plan can seem impossible. Then you add in finding the right market, conducting property analysis, and the many facets of funding—and you’ve got yourself a classic case of analysis paralysis!
-
-
Its okay....
- De Taylor en 01-16-23
De: Ashley Kehr
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
-
General
-
Narración:
-
Historia
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
-
If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
-
Good to Great
- Why Some Companies Make the Leap...And Others Don't
- De: Jim Collins
- Narrado por: Jim Collins
- Duración: 10 h y 1 m
- Versión completa
-
General
-
Narración:
-
Historia
Built To Last, the defining management study of the 90s, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the very beginning. But what about companies that are not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness?
-
-
Good info, over-the-top narration
- De Anaxamaxan en 08-31-10
De: Jim Collins
-
The E-Myth Revisited
- Why Most Small Businesses Don't Work and What to Do About It
- De: Michael E. Gerber
- Narrado por: Michael E. Gerber
- Duración: 8 h y 5 m
- Versión completa
-
General
-
Narración:
-
Historia
In this audio edition of the totally revised underground best seller, The E-Myth, Michael Gerber dispels the myths surrounding starting your own business and shows how commonplace assumptions can get in the way of running a business. He walks you through the steps in the life of a business, from entrepreneurial infancy, through adolescent growing pains, to the mature entrepreneurial perspective, the guiding light of all businesses that succeed.
-
-
Saved my Life
- De Christine en 09-17-08
-
Who Not How
- The Formula to Achieve Bigger Goals Through Accelerating Teamwork
- De: Dan Sullivan, Dr. Benjamin Hardy
- Narrado por: Dan Sullivan, Dr. Benjamin Hardy
- Duración: 5 h y 24 m
- Versión completa
-
General
-
Narración:
-
Historia
The world's foremost entrepreneurial coach shows you how to make a mindset shift that opens the door to explosive growth and limitless possibility - in your business and your life.
-
-
Valuable information - poor performance
- De LeAnn en 06-02-21
De: Dan Sullivan, y otros
-
Real Estate by the Numbers
- A Complete Reference Guide to Deal Analysis
- De: J Scott, Dave Meyer
- Narrado por: Cliff Ponder
- Duración: 13 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
Whether you’re looking to purchase your first rental property, scale a portfolio, or evaluate massive syndication deals, every great real estate deal comes down to a few key metrics. From cash flow to compound interest, Real Estate by the Numbers makes it easy for anyone to master the concepts that form the foundation of real estate investing.
-
-
Not good
- De ahmed en 01-26-23
De: J Scott, y otros
-
The Thank You Economy
- De: Gary Vaynerchuk
- Narrado por: Gary Vaynerchuk
- Duración: 5 h y 41 m
- Versión completa
-
General
-
Narración:
-
Historia
The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline.
-
-
Gary is fun, but the book is a bit shallow
- De Scott T. Hards en 02-28-12
De: Gary Vaynerchuk
-
Delivering Happiness
- A Path to Profits, Passion, and Purpose
- De: Tony Hsieh
- Narrado por: Tony Hsieh
- Duración: 8 h y 17 m
- Versión completa
-
General
-
Narración:
-
Historia
In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
-
-
Delivering Spin
- De Marc L. Mintz en 08-06-10
De: Tony Hsieh
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General
-
Narración:
-
Historia
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
-
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- De: Micah Solomon
- Narrado por: Micah Solomon, Sean Pratt
- Duración: 6 h y 7 m
- Versión completa
-
General
-
Narración:
-
Historia
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
-
-
This is the book that cracks the code!
- De Nick Morgan en 04-30-13
De: Micah Solomon
-
The New Rules of Marketing and PR (8th Edition)
- How to Use Content Marketing, Podcasting, Social Media, AI, Live Video, and Newsjacking to Reach Buyers Directly
- De: David Meerman Scott
- Narrado por: Stephen Bowlby, David Meerman Scott
- Duración: 16 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
The latest edition of The New Rules of Marketing and PR has been completely revised and updated to present the most innovative methods and cost-effective strategies. The most comprehensive update yet shows you details about the pros and cons of AI and machine learning to automate routine tasks. Your life is already AI-assisted. Your marketing should be too, but there are challenges to be aware of.
-
-
Nuts and bolt of marketing
- De Jim H en 11-01-22
-
The Gap and the Gain
- The High Achievers' Guide to Happiness, Confidence, and Success
- De: Dan Sullivan, Dr. Benjamin Hardy
- Narrado por: Dan Sullivan, Dr. Benjamin Hardy
- Duración: 5 h y 58 m
- Versión completa
-
General
-
Narración:
-
Historia
As he did in Who Not How, Dr. Benjamin Hardy shares one of Dan Sullivan's simple yet profound teachings that until now has been known only to his Strategic Coach clients: unsuccessful people focus on "The Gap", but successful people focus on "The Gain".
-
-
Are these reviewers serious?
- De Jake Adams en 07-27-22
De: Dan Sullivan, y otros
-
Scaling Up
- How a Few Companies Make It...and Why the Rest Don't, Rockefeller Habits 2.0
- De: Verne Harnish
- Narrado por: Spencer Cannon
- Duración: 8 h y 49 m
- Versión completa
-
General
-
Narración:
-
Historia
It's been over a decade since Verne Harnish's best-selling book Mastering the Rockefeller Habits was first released. Scaling Up: How a Few Companies Make It...and Why the Rest Don't is the first major revision of this business classic. In Scaling Up, Harnish and his team share practical tools and techniques for building an industry-dominating business.
-
-
Literally Useless | No Way 5 Star Reviews are real
- De Michael en 01-23-15
De: Verne Harnish
Relacionado con este tema
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- De: Micah Solomon
- Narrado por: Micah Solomon, Sean Pratt
- Duración: 6 h y 7 m
- Versión completa
-
General
-
Narración:
-
Historia
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
-
-
This is the book that cracks the code!
- De Nick Morgan en 04-30-13
De: Micah Solomon
-
Youtility
- Why Smart Marketing Is About Help Not Hype
- De: Jay Baer
- Narrado por: Marcus Sheridan, Jay Baer
- Duración: 4 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
-
-
Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- De: Leonardo Inghilleri, Micah Solomon
- Narrado por: Sean Pratt
- Duración: 5 h y 39 m
- Versión completa
-
General
-
Narración:
-
Historia
In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
-
-
Great book, recommended!
- De KLD en 07-03-15
De: Leonardo Inghilleri, y otros
-
The Referral Engine
- Teaching Your Business to Market Itself
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 6 h y 49 m
- Versión completa
-
General
-
Narración:
-
Historia
The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends....
-
-
A misleading Title results in a hidden gem
- De Dean en 10-13-10
De: John Jantsch
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
-
General
-
Narración:
-
Historia
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
-
Brand propaganda
- De MR A G ADELAAR en 05-22-15
-
The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- De: John R. DiJulius III
- Narrado por: Joel Richards
- Duración: 4 h y 54 m
- Versión completa
-
General
-
Narración:
-
Historia
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
Phenomenal practical guidance to taking care of our customers!
- De Nathan Unruh en 07-09-24
-
High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- De: Micah Solomon
- Narrado por: Micah Solomon, Sean Pratt
- Duración: 6 h y 7 m
- Versión completa
-
General
-
Narración:
-
Historia
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
-
-
This is the book that cracks the code!
- De Nick Morgan en 04-30-13
De: Micah Solomon
-
Youtility
- Why Smart Marketing Is About Help Not Hype
- De: Jay Baer
- Narrado por: Marcus Sheridan, Jay Baer
- Duración: 4 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
-
-
Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
-
Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- De: Leonardo Inghilleri, Micah Solomon
- Narrado por: Sean Pratt
- Duración: 5 h y 39 m
- Versión completa
-
General
-
Narración:
-
Historia
In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
-
-
Great book, recommended!
- De KLD en 07-03-15
De: Leonardo Inghilleri, y otros
-
The Referral Engine
- Teaching Your Business to Market Itself
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 6 h y 49 m
- Versión completa
-
General
-
Narración:
-
Historia
The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends....
-
-
A misleading Title results in a hidden gem
- De Dean en 10-13-10
De: John Jantsch
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
-
General
-
Narración:
-
Historia
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
-
Brand propaganda
- De MR A G ADELAAR en 05-22-15
-
The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- De: John R. DiJulius III
- Narrado por: Joel Richards
- Duración: 4 h y 54 m
- Versión completa
-
General
-
Narración:
-
Historia
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
Phenomenal practical guidance to taking care of our customers!
- De Nathan Unruh en 07-09-24
-
UnMarketing, Second Edition
- Everything Has Changed and Nothing is Different
- De: Scott Stratten, Alison Stratten
- Narrado por: Allison Stratten, Scott Stratten
- Duración: 6 h y 51 m
- Versión completa
-
General
-
Narración:
-
Historia
UnMarketing shows you how to unlearn the old ways and consistently attract and engage the right customers. You'll stop just pushing out your message and praying that it sticks somewhere. Potential and current customers want to be listened to and validated and have a platform to be heard - especially online. With UnMarketing, you'll create a relationship with your customers and make yourself the logical choice for their needs.
-
-
Authentic and genuine people
- De Karin Bertelsen en 06-30-20
De: Scott Stratten, y otros
-
What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- De: Nicholas J. Webb
- Narrado por: James Foster
- Duración: 7 h y 1 m
- Versión completa
-
General
-
Narración:
-
Historia
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
-
-
Must read if you are looking for a way to improve your business
- De Anonymous User en 05-06-20
De: Nicholas J. Webb
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
-
General
-
Narración:
-
Historia
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
-
If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
-
The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- De: Sean Ammirati, Richard Florida - foreword
- Narrado por: Fajer Al-Kaisi
- Duración: 6 h y 57 m
- Versión completa
-
General
-
Narración:
-
Historia
The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
-
-
Awesome book
- De Josh en 04-29-16
De: Sean Ammirati, y otros
-
Do It! Marketing
- 77 Instant-Action Ideas to Boost Sales, Maximize Profits, and Crush Your Competition
- De: David Newman
- Narrado por: David Newman
- Duración: 8 h y 10 m
- Versión completa
-
General
-
Narración:
-
Historia
Small business marketing doesn't have to be a mystery. It's just a series of simple decisions (and the action steps to implement those decisions) that will help you regain the clarity, confidence, and control you need to succeed. Do It! Marketing is an encouraging kick in the pants that will reignite your marketing mojo. The underlying premise is that "only action creates results."
-
-
GOOD Book. However...
- De ala en 08-03-14
De: David Newman
-
The Art of the Start 2.0
- The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything
- De: Guy Kawasaki
- Narrado por: Paul Boehmer
- Duración: 8 h y 43 m
- Versión completa
-
General
-
Narración:
-
Historia
Whether you're an entrepreneur, an intrapreneur, or a not-for-profit leader, there's no shortage of advice on such topics as writing a business plan, recruiting, raising capital, and branding. In fact there are so many books, articles, and websites that many startups get bogged down to the point of paralysis, or they focus on the wrong priorities and go broke before they discover their mistakes.
-
-
Like a collection of about.com articles
- De Lee en 06-15-15
De: Guy Kawasaki
-
High-Profit Prospecting
- Powerful Strategies to Find the Best Leads and Drive Breakthrough Sales Results
- De: Mark Hunter CSP
- Narrado por: Sean Pratt
- Duración: 6 h y 10 m
- Versión completa
-
General
-
Narración:
-
Historia
As a salesperson, your pipeline is the key to your success. No matter what changes, that remains the same. Top producers prospect - and they do it all the time. "But how?" you ask, "In the age of the Internet, isn't cold-calling dead?" Now, in his new audiobook, sales expert Mark Hunter shatters costly prospecting myths and eliminates confusion about what works today.
-
-
recycles a lot of common info
- De roland en 04-18-17
De: Mark Hunter CSP
-
Duct Tape Selling
- Think Like a Marketer - Sell Like a Superstar
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 7 h y 53 m
- Versión completa
-
General
-
Narración:
-
Historia
Many of the areas that salespeople struggle with these days have long been the domain of marketers, according to best-selling author John Jantsch. The traditional business model dictates that marketers own the message while sellers own the relationships. But now, Jantsch flips the usual sales approach on its head. It's no longer enough to view a salesperson's job as closing. Today's superstars must attract, teach, convert, serve, and measure while developing a personal brand that stands for trust and expertise.
-
-
not quite for audible
- De Andrea en 05-08-16
De: John Jantsch
-
Inbound Selling
- How to Change the Way You Sell to Match How People Buy
- De: Brian Signorelli
- Narrado por: Kevin Stillwell
- Duración: 7 h y 14 m
- Versión completa
-
General
-
Narración:
-
Historia
Over the past decade, Inbound Marketing has changed the way companies earn buyers’ trust and build their brands - through meaningful, helpful content. But with that change comes unprecedented access to information in a few quick keystrokes. Enter the age of the empowered buyer, one who no longer has to rely on a sales rep to research their challenges or learn more about how a company’s offering might fit their needs. Now, with more than 60 percent of purchasing decisions made in the absence of a sales rep, the role of the rep itself has been called into question.
-
-
Should be titled sales and sales management 101
- De James en 12-11-23
De: Brian Signorelli
-
Combo Prospecting
- The Powerful One-Two Punch That Fills Your Pipeline and Wins Sales
- De: Tony J. Hughes
- Narrado por: Simon Mattacks
- Duración: 8 h y 6 m
- Versión completa
-
General
-
Narración:
-
Historia
How do you break through to impossible-to-reach executive buyers who are intent on blocking out the noise that confronts them every day? Old-school prospecting tactics or new-school techniques alone won't provide the answers. But Combo Prospecting will...by showing how to combine time-tested sales processes with cutting-edge social media strategies and clever technology hacks.
-
-
Excellent Book
- De Amazon Customer en 04-04-18
De: Tony J. Hughes
-
What Would Google Do?
- De: Jeff Jarvis
- Narrado por: Jeff Jarvis
- Duración: 9 h y 2 m
- Versión completa
-
General
-
Narración:
-
Historia
In a book that's one part prophecy, one part thought experiment, one part manifesto, and one part survival manual, internet impresario and blogging pioneer Jeff Jarvis reverse-engineers Google, the fastest-growing company in history, to discover 40 clear and straightforward rules to manage and live by.
-
-
Shallow and one-sided
- De JimmiJ en 02-04-09
De: Jeff Jarvis
-
Disruptive Marketing
- What Growth Hackers, Data Punks, and Other Hybrid Thinkers Can Teach Us About Navigating the New Normal
- De: Geoffrey Colon
- Narrado por: Geoffrey Colon
- Duración: 6 h y 14 m
- Versión completa
-
General
-
Narración:
-
Historia
Now that 75 percent of screen time is spent on connected devices, digital strategies have moved front and center of most marketing plans. But what if that's not enough? What if most people ignore company messages? What if consumer engagement never goes further than the "like" button? A sobering reality is hitting marketers. Technology hasn't just reshaped mass media, it's altering behavior as well. And getting through to customers will take some radical rethinking.
-
-
Needed. Valuable. Welcome contribution.
- De Oliver Nielsen en 04-26-17
De: Geoffrey Colon
Las personas que vieron esto también vieron...
-
The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- De: Lee Cockerell
- Narrado por: Lee Cockerell
- Duración: 3 h y 59 m
- Versión completa
-
General
-
Narración:
-
Historia
The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
-
-
Content is Great but Narrator Puts You to Sleep
- De Anonymous User en 08-30-18
De: Lee Cockerell
-
Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- De: Jay Baer, Daniel Lemin
- Narrado por: Jay Baer, Daniel Lemin, Ted Wright
- Duración: 5 h y 34 m
- Versión completa
-
General
-
Narración:
-
Historia
Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.
-
-
What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
-
Boundaries for Leaders
- Results, Relationships, and Being Ridiculously in Charge
- De: Henry Cloud
- Narrado por: Henry Cloud
- Duración: 7 h y 36 m
- Versión completa
-
General
-
Narración:
-
Historia
In Boundaries for Leaders, Dr. Henry Cloud gives leaders the tools and techniques they need to achieve the performance they desire - in their organizations and in themselves. Drawing on the latest findings from neuroscience, Dr. Cloud shows why it's critical for leaders to set the conditions that make people's brains perform at their highest levels. How do great leaders do this? One way is through the creation of "boundaries" - structures that determine what will exist and what will not.
-
-
Slow read
- De A. Yoshida en 10-29-16
De: Henry Cloud
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General
-
Narración:
-
Historia
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
-
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
-
General
-
Narración:
-
Historia
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
-
-
A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
-
The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- De: Eric Ries
- Narrado por: Eric Ries
- Duración: 8 h y 38 m
- Versión completa
-
General
-
Narración:
-
Historia
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
-
-
Informative, mature but not original or essential
- De Jason Comely en 02-19-13
De: Eric Ries
-
The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- De: Lee Cockerell
- Narrado por: Lee Cockerell
- Duración: 3 h y 59 m
- Versión completa
-
General
-
Narración:
-
Historia
The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
-
-
Content is Great but Narrator Puts You to Sleep
- De Anonymous User en 08-30-18
De: Lee Cockerell
-
Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- De: Jay Baer, Daniel Lemin
- Narrado por: Jay Baer, Daniel Lemin, Ted Wright
- Duración: 5 h y 34 m
- Versión completa
-
General
-
Narración:
-
Historia
Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.
-
-
What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
-
Boundaries for Leaders
- Results, Relationships, and Being Ridiculously in Charge
- De: Henry Cloud
- Narrado por: Henry Cloud
- Duración: 7 h y 36 m
- Versión completa
-
General
-
Narración:
-
Historia
In Boundaries for Leaders, Dr. Henry Cloud gives leaders the tools and techniques they need to achieve the performance they desire - in their organizations and in themselves. Drawing on the latest findings from neuroscience, Dr. Cloud shows why it's critical for leaders to set the conditions that make people's brains perform at their highest levels. How do great leaders do this? One way is through the creation of "boundaries" - structures that determine what will exist and what will not.
-
-
Slow read
- De A. Yoshida en 10-29-16
De: Henry Cloud
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General
-
Narración:
-
Historia
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
-
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
-
General
-
Narración:
-
Historia
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
-
-
A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
-
The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- De: Eric Ries
- Narrado por: Eric Ries
- Duración: 8 h y 38 m
- Versión completa
-
General
-
Narración:
-
Historia
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
-
-
Informative, mature but not original or essential
- De Jason Comely en 02-19-13
De: Eric Ries
Lo que los oyentes dicen sobre Hug Your Haters
Con calificación alta para:
Reseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
-
Total
-
Ejecución
-
Historia
- Pierre
- 03-03-16
Real Life Stories backed by Real Life Data
Finished Jay's audio book tonight and so happy that I made the investment.
Phenomenal content and a MUST READ / LISTEN for anyone (Business and/or Personal) who actually CARE about their customers / community and want to LEARN and understand HOW to give the BEST customer service using today's social platforms.
Thanks for sharing Jay!
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
esto le resultó útil a 1 persona
-
Total
-
Ejecución
-
Historia
- Scott Hansen
- 09-22-23
Change or Become Obsolete
Anyone who has worked in any facet of customer service for more than ten years, has see the changes outlined in this book. Just because we've seen them though, doesn't mean we've adapted correctly or completely to meet them. I will absolutely be reading / listening to this book at least two more times, and taking copious notes, to share with my team.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- TenBrookHQ
- 10-18-18
Business Owners Must Read
Loved this book! Business owners read and apply it. Start now! Hug your Haters all the time and everywhere.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- RonnieTexas
- 07-06-16
Must read for business owners!
Best line in book - "Not responding to complaints on social media is like hanging up on the phone on a customer." So many actionable so will be listening a second time round.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- Matt H.
- 11-27-21
must listen for any business owner
Hug your haters is a amazing book that helps you to understand how to react to a complaint and how to potentially take that up set customer and turn them in to a happy repeat customer.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- tim
- 10-30-19
practial
he uses reinforce all the data that he has acquired and institutes all of this into a great practical approach
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- Kay Walten
- 04-08-16
Learn more.
A great read to understand customer service in a on-demand world and the lessons to be learned from those customers.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- Melissa Quino
- 11-20-22
A fun and memorable listen
Jay presents his findings in a relatable and enjoyable way. His stories are spot on and really made me think of ways to better hug my haters.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total
-
Ejecución
-
Historia
- Kendra Arnold
- 03-09-16
Social Media & Customer Service Stories with hugs
Where does Hug Your Haters rank among all the audiobooks you’ve listened to so far?
I loved it! I would rank it in the top 10 of business type nonfiction audiobooks I've listened to and have recommended to friends.
What does Jay Baer bring to the story that you wouldn’t experience if you just read the book?
Honestly, while I like reading books in theory, I can't sit still that long, so audiobooks are the way to go.Jay Baer is a great narrator
If you were to make a film of this book, what would the tag line be?
Yelping isn't always Helping
Any additional comments?
I really liked the audiobook version of Hug Your Haters. I just started social media company that primarily works with small local businesses, and this was a great and easy listen that really addressed how social media is about customer service. The examples were engaging and entertaining and Jay Baer is a great narrator. Really enjoyed it and came away with lots of info I can use.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
esto le resultó útil a 2 personas
-
Total
-
Ejecución
-
Historia
- C.C.
- 01-06-17
Jay practices what he preachs
I really loved the humor and the insights of this book. Although written for business leaders his advice should be applied to personal social media sites as well.
Thanks for everything. Can't wait to read the next book by Mr. Baer.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
esto le resultó útil a 1 persona