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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- Narrado por: Jay Baer
- Duración: 5 h y 36 m
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Resumen del Editor
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.
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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.
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Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- De: Tony Hsieh
- Narrado por: Tony Hsieh
- Duración: 8 h y 17 m
- Versión completa
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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.
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Delivering Spin
- De Marc L. Mintz en 08-06-10
De: Tony Hsieh
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Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- De: Jack Mitchell
- Narrado por: James Boles
- Duración: 6 h y 4 m
- Versión completa
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In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
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good book.
- De Chance Woodal en 11-06-22
De: Jack Mitchell
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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
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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.
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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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
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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.
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What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
- Versión completa
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Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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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
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General
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Narración:
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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.
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Good Framing, Examples and Supporting Concepts
- De Adam Helweh en 10-13-13
De: Jay Baer
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- De: Tony Hsieh
- Narrado por: Tony Hsieh
- Duración: 8 h y 17 m
- Versión completa
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General
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Narración:
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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.
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Delivering Spin
- De Marc L. Mintz en 08-06-10
De: Tony Hsieh
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Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- De: Jack Mitchell
- Narrado por: James Boles
- Duración: 6 h y 4 m
- Versión completa
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General
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Historia
In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
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good book.
- De Chance Woodal en 11-06-22
De: Jack Mitchell
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The Art of People
- 11 Simple People Skills That Will Get You Everything You Want
- De: Dave Kerpen
- Narrado por: Dave Kerpen
- Duración: 5 h y 46 m
- Versión completa
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Some people think that in today’s hyper-competitive world, it’s the tough, take-no-prisoners type who comes out on top. But in reality, argues New York Times bestselling author Dave Kerpen, it’s actually those with the best people skills who win the day. Those who build the right relationships. Those who truly understand and connect with their colleagues, their customers, their partners. Those who can teach, lead, and inspire.
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Overly simplistic, lacks depth
- De Peter en 04-02-16
De: Dave Kerpen
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Ask
- The Counterintuitive Online Method to Discover Exactly What Your Customers Want to Buy...Create a Mass of Raving Fans...and Take Any Business to the Next Level
- De: Ryan Levesque
- Narrado por: Tom Parks
- Duración: 6 h y 7 m
- Versión completa
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As a small-business owner, entrepreneur, or marketer, are you absolutely certain that you know what your customer wants? And even if you know what your customer wants, are you sure that you are able to clearly communicate that you offer the exact thing that they are seeking? In this best-selling book, Ryan Levesque lays out his proven, repeatable, yet slightly counterintuitive, methodology for understanding the core wants and motivations of your customer.
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Infomercial in book form
- De RoverHaus en 12-16-20
De: Ryan Levesque
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Product Management in Practice
- A Real-World Guide to the Key Connective Role of the 21st Century
- De: Matt LeMay
- Narrado por: Mitchell Dorian
- Duración: 5 h y 16 m
- Versión completa
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Product management has become a critical connective role for modern organizations, from small technology startups to global corporate enterprises. And yet the day-to-day work of product management remains largely misunderstood. In theory, product management is about building products that people love. The real-world practice of product management is often about difficult conversations, practical compromises, and hard-won incremental gains.
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Clear, realistic, well written and narrated... a must for any aspiring or active PMs
- De Pablo Azcurrain en 03-08-21
De: Matt LeMay
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Contagious
- Why Things Catch On
- De: Jonah Berger
- Narrado por: Keith Nobbs
- Duración: 6 h y 50 m
- Versión completa
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Why do some products get more word of mouth than others? Why does some online content go viral? Word of mouth makes products, ideas, and behaviors catch on. It's more influential than advertising and far more effective. Can you create word of mouth for your product or idea? According to Berger, you can. Whether you operate a neighborhood restaurant, a corporation with hundreds of employees, or are running for a local office for the first time, the steps that can help your product or idea become viral are the same.
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A Primer on Viral & Memorable Marketing
- De Douglas C. Bates en 04-01-13
De: Jonah Berger
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The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- De: Chip Heath, Dan Heath
- Narrado por: Jeremy Bobb
- Duración: 6 h y 24 m
- Versión completa
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While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
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Easy to create your own defining moments
- De A. Yoshida en 12-15-17
De: Chip Heath, y otros
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Jab, Jab, Jab, Right Hook
- How to Tell Your Story in a Noisy Social World
- De: Gary Vaynerchuk
- Narrado por: John Hopkinson
- Duración: 5 h y 41 m
- Versión completa
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New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of "Crush It!" and "The Thank You Economy" with a fresh spin, "Jab, Jab, Jab, Right Hook" is a blueprint to social media marketing strategies that really works. When managers and marketers outline their social media strategies, they plan for the "right hook"—their next sale or campaign that's going to knock out the competition.
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Deceptively outdated, don’t waste time or money
- De Tim en 12-05-23
De: Gary Vaynerchuk
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Who
- The A Method for Hiring
- De: Geoff Smart, Randy Street
- Narrado por: Patrick Lawlor
- Duración: 4 h y 47 m
- Versión completa
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Geoff Smart and Randy Street offer a simple, four-step method for hiring with confidence, designed for everyone from the CEO on down. Who shows you how to avoid the most common pitfalls of hiring, how to identify "A Players" - people who can perform their job better than 90 percent of the candidates in their field - and how to make sure the best candidate will be excited to join your organization.
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Great book but need PDF of Scorecard material
- De Nancy Walsh en 10-17-12
De: Geoff Smart, y otros
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The Innovator's Dilemma
- When New Technologies Cause Great Firms to Fail
- De: Clayton M. Christensen
- Narrado por: L.J. Ganser
- Duración: 8 h y 37 m
- Versión completa
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His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic best seller - one of the most influential business books of all time - innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right - yet still lose market leadership. Christensen explains why most companies miss out on new waves of innovation.
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This book is best read, not heard
- De Andrea Rudert en 09-09-17
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Building a StoryBrand
- Clarify Your Message So Customers Will Listen
- De: Donald Miller
- Narrado por: Donald Miller
- Duración: 4 h y 56 m
- Versión completa
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Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
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Have you heard of the SB7 Framework?
- De Tyson en 01-29-18
De: Donald Miller
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Blue Ocean Strategy, Expanded Edition
- How to Create Uncontested Market Space and Make the Competition Irrelevant
- De: W. Chan Kim, Renee Mauborgne
- Narrado por: Roger Wayne
- Duración: 8 h y 43 m
- Versión completa
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In this perennial best seller, embraced by organizations and industries worldwide, globally preeminent management thinkers W. Chan Kim and Renee Mauborgne challenge everything you thought you knew about the requirements for strategic success. Recognized as one of the most iconic and impactful strategy books ever written, Blue Ocean Strategy, now updated with fresh content from the authors, argues that cutthroat competition results in nothing but a bloody red ocean of rivals fighting over a shrinking profit pool.
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Profoundly Insightful
- De James en 10-29-20
De: W. Chan Kim, y otros
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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
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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.
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Informative, mature but not original or essential
- De Jason Comely en 02-19-13
De: Eric Ries
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The Culture Code
- The Secrets of Highly Successful Groups
- De: Daniel Coyle
- Narrado por: Will Damron
- Duración: 7 h y 13 m
- Versión completa
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In The Culture Code, Daniel Coyle goes inside some of the world's most successful organizations - including Pixar, the San Antonio Spurs, and the US Navy's SEAL Team Six - and reveals what makes them tick. He demystifies the culture-building process by identifying three key skills that generate cohesion and cooperation and explains how diverse groups learn to function with a single mind.
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Anyone in a leadership position should read this
- De Kimberly en 03-04-18
De: Daniel Coyle
Lo que los oyentes dicen sobre Hug Your Haters
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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- 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!
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- 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.
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- 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.
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- 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.
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- 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.
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- 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
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- 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.
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- 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.
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- 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.
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- 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.
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