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Author : Jay Baer
Publisher : Portfolio
Page : 240 pages
File Size : 45,35 MB
Release : 2016-03
Category : Business & Economics
ISBN : 1101980672
Includes a detachable folded poster of "The Hatrix."
Author : Jay Baer
Publisher : Penguin
Page : 240 pages
File Size : 18,59 MB
Release : 2016-03-01
Category : Business & Economics
ISBN : 1101980699
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.
Author : Jay Baer
Publisher : Penguin
Page : 242 pages
File Size : 13,63 MB
Release : 2013-06-27
Category : Business & Economics
ISBN : 1101633883
The difference between helping and selling is just two letters If you're wondering how to make your products seem more exciting online, you're asking the wrong question. You're not competing for attention only against other similar products. You're competing against your customers' friends and family and viral videos and cute puppies. To win attention these days you must ask a different question: "How can we help?" 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.
Author : Jay Baer
Publisher : Penguin
Page : 272 pages
File Size : 50,64 MB
Release : 2018-10-02
Category : Business & Economics
ISBN : 0525537287
Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin. Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% 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. The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else. Talk Triggers contains: • Proprietary research into why and how customers talk • More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses • The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers) • Surprises in the text that are (of course) word of mouth propellants Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it. Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation.
Author : Jay Baer
Publisher : John Wiley & Sons
Page : 224 pages
File Size : 15,9 MB
Release : 2011-02-08
Category : Business & Economics
ISBN : 047092327X
The social web has changed the way we do business forever The future of your company is not in measured, considered responses and carefully planned initiatives. Business today is about near-instantaneous response. About doing the best you can with extremely limited information. About every customer being a reporter, and every reporter being a customer. About winning and losing customers in real-time, every second of every day. About a monumental increase in the findable commentary about our companies. Having the time and information required to make a considered business decision is a luxury - a luxury that's quickly facing extinction. Yet business hasn't adapted to this evolution. And adapt you must. This book isn't about how to "do" social media. Instead, The Now Revolution outlines how you must retool your organization to make real-time business work for you rather than against you. Read about seven shifts that will help you make your company faster, smarter, and more social: Engineer a New Bedrock Find Talent You Can Trust Organize your Armies Answer the New Telephone Emphasize Response-Ability Build a Fire Extinguisher Make a Calculator The Now Revolution is pushing you to adapt the way you do business, from the inside out. It impacts your organization culturally, operationally, and functionally. This book is your guide to making the changes you need, and to harnessing the potential of this new communication era.
Author : Chris Denove
Publisher : Penguin
Page : 292 pages
File Size : 35,72 MB
Release : 2007-06-26
Category : Business & Economics
ISBN : 9781591841647
The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.
Author : Jesse Andrews
Publisher : ABRAMS
Page : 318 pages
File Size : 20,99 MB
Release : 2016-04-05
Category : Young Adult Fiction
ISBN : 1613129483
From Jesse Andrews, author of the New York Times bestselling Me and Earl and the Dying Girl and screenwriter of the Sundance award–winning motion picture of the same name, comes a groundbreaking young adult novel about music, love, friendship, and freedom as three young musicians follow a quest to escape the law long enough to play the amazing show they hope (but also doubt) they have in them. For Wes and his best friend, Corey, jazz camp turns out to be lame. It’s pretty much all dudes talking in Jazz Voice. But then they jam with Ash, a charismatic girl with an unusual sound, and the three just click. It’s three and a half hours of pure musical magic, and Ash makes a decision: They need to hit the road. Because the road, not summer camp, is where bands get good. Before Wes and Corey know it, they’re in Ash’s SUV heading south, and The Haters Summer of Hate Tour has begun. In his second novel, Andrews again brings his brilliant and distinctive voice to YA, in the perfect book for music lovers, fans of The Commitments (author Roddy Doyle raves "The Haters is terrific. It is shocking and funny, unsettling and charming."), and High Fidelity, or anyone who has ever loved—and hated—a song or a band. This witty, funny coming-of-age novel is contemporary fiction at its best.
Author : Dan Gingiss
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 46,30 MB
Release : 2017-03-08
Category : Internet advertising
ISBN : 9781542732383
"Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are "winning" at customer service in social media, and provides the tools to do the same at your company."--
Author : Gary Ennis
Publisher : NSDesign Ltd
Page : 287 pages
File Size : 31,68 MB
Release : 2020-08-17
Category : Business & Economics
ISBN : 1838135006
If you’re a business owner that gives a damn, this book is for you. Inside you’ll find a wealth of experience and knowledge which we’ve gathered from more than ten years delivering social media training workshops to more than 10,000 businesses across the UK. Packed with advice, tips, best practice, business case studies, strategic insights and lots more, this book will help you and your organisation get real results from Facebook, Instagram, LinkedIn and many other platforms. We even included a few behind the scenes stories from over the years (some of which we promised never to tell!). Reviews for 'Embrace the Space' "A cracking read! Perfectly pitched for the small business with lots of useful tips and tricks – and real life examples of how to improve social media presence." Stuart McKenna, CEO at Scottish Training Federation Limited "Finally, a book about business that I actually want to read. Packed full of useful stuff, and entertaining too" Helena Langdon, Former Head of Digital at Innocent "One of the most clear and compelling guides ever published for what works in social media, and why. Highly recommended!" Jay Baer, author of Hug Your Haters "This is a gem of a book! As someone who uses social media both socially and for my work, this book has shown me there’s so much more to learn." Grant Stott, TV and Radio Presenter “Engaging and informative and so important now as many businesses have been forced to move online to promote their services." Laura Irvine, Specialist in Data Protection Law "This book is a winner" Kieron Achara, GB Olympian “Fun, engaging and thought-provoking content to help your business. We have witnessed our members grow their customer base applying Gary and Colin’s digital teachings over the last decade – now you can too. A must read." Bob Grant, Chief Executive, Renfrewshire Chamber of Commerce “I hate social media and spend way too much time on it. This book makes me want to spend even more time on it. But get better at it. I don’t know what to feel about this!" Gavin Oattes, Author and Inspirational Speaker About the Authors: 'The best day’s training I’ve ever had' 'Inspirational' 'The kick up the backside my business needed' 'Hire these guys for your social media training. You’ll be glad you did' For the last 10 years, businesses all over the UK have been enjoying transformative results after attending the 'Embrace The Space' social media masterclass delivered by Gary Ennis and Colin Kelly. Now, for the first time, all the learning and entertainment that makes the day so popular is available in this book. Gary is a qualified trainer, with over 25 years experience in digital marketing. He is the founder of NSDesign Ltd - an award winning digital consultancy, working with organisations to improve their digital skills and capabilities. He regularly makes television and radio appearances as a digital media expert, and speaks at conferences across the UK on related topics. Colin is a former journalist and broadcaster who now runs the communications training company Comsteria Limited which provides smartphone video and podcast production training, media relations training and crisis PR advice. Gary and Colin have a natural rapport and an extensive knowledge of social media as it applies to small and medium business use. ‘Embrace The Space’ isn’t just about understanding Facebook or Twitter, it’s about an attitude; understanding what makes you special, understanding your customers and having fun. Written during summer 2020 this is a fresh, inspirational look at what it takes to succeed with social media in a post lockdown world.
Author : Tommy Wallach
Publisher : Simon and Schuster
Page : 288 pages
File Size : 23,4 MB
Release : 2016-02-23
Category : Juvenile Fiction
ISBN : 1481418807
"Parker hasn't spoken since he watched his father die five years ago. He communicates through writing on slips of paper and keeps track of his thoughts by journaling. A loner, Parker has little interest in school, his classmates, or his future. But everything changes when he meets Zelda, a mysterious young woman with an unusual request: 'treat me like a teenager'"--