My new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers launches today and I need your help.
If you haven’t purchased a copy yet (many of you have, thank you!) please do so today at Amazon.
Why I Wrote This Book
Through our consulting practice here at Convince & Convert, my colleagues and I discovered that customer service is being disrupted in the same ways and for the same reasons that marketing has been disrupted – mobile, Millennials, social media.
There are hundreds of books on marketing disruption (4 from me), but Hug Your Haters is the first and only book about customer service disruption.
Why the Book is Different
Most business books are based on advice and anecdote (including my previous works). It’s essentially some form of, “I do this all the time. You don’t, so trust me when I tell you what to do.”
But that won’t work in customer service. Why? Because you don’t think you need a book on customer service, do you? But you do.
80% of companies say they deliver superior customer service. 8% of their customers agree. (highlight to tweet)
So to help me convince readers that they needed to fundamentally change everything about their customer service and customer experience programs, I partnered with Edison Research on a massive study on the Science of Complaints. Just about everything in this book is backed …
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