Have everyone on the floor, not just sales people but management too. Filled with accessible advice, personal case studies and tips any businessperson can use, hug your customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success. Hug your customers 2003 is based on the authors five decades of experience in crafting the perfect customer centered business. The proven way to personalize sales and achieve astounding results. Still the proven way to personalize sales and achieve astounding results kindle edition published june 11th 2003 by hachette books kindle edition, 293 pages. Establishing a hugging culture is the most effective way to achieve financial success and keep your customers happy. The nearuniversal adoption of smartphones and social media has fundamentally altered the science of complaints. Stream hug your customers by jack mitchell, read by the author audiobook excerpt by hachetteaudio from desktop or your mobile device. Jack mitchells advice will be useful to any retailer or small business, and in addition, will be invaluable to the owners of family businesses. Dec 20, 2016 the findings are presented in his newest book, hug your haters. But the rise of customer complaints is actually an enormous opportunity. If you are eager to improve the standings of your company, add this book to your bookshelf and start reading. A quote i particularly enjoyed, which can be applied to several areas of life. The proven way to personalize sales and achieve astounding results by jack mitchell is a great book for entrepreneurs who operate service businesses and, especially, for business owners who operate retail operations.
Goodreads helps you keep track of books you want to read. Filled with accessible advice, personal case studies and tips any businessperson can use for any business, hug your customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success. Thats right, hugging your customers is the only way to survive in todays cutthroat marketplace. About jack mitchell jack mitchell is a motivator, consultant, a motivational speaker, and the author of several books. Everyday low prices and free delivery on eligible orders. Hug your customers jack mitchell 9781400340 netgalley. Users who like hug your customers by jack mitchell, read by the author audiobook excerpt. I run mitchellsrichards, a profitable highend clothing business in connecticut that was founded in 1958. If you only read one book on this critical subject, make it this one. Jack mitchells advice will be useful to any retailer or small business, and in addition, will. He is the new york times bestselling author of five books, including hug your haters. According to baer, customer service is the new marketing and since modern marketers end up interacting with the most customers publicly, its important that we all understand customer. The 15 customer service books you have to read in 2020.
Reading a book with the word hug in the title that basically advises on how to be nice to other people makes one realize that there ought to be more books like this on the shelves. Hug your customers ebook by jack mitchell rakuten kobo. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. How to build great culture and relationship on your team and with clients and vendors. Hug your customers download ebook pdf, epub, tuebl, mobi. You need to buy this book if you care about your customers and your business. Baer encourages organizations to weave their customer service solutions around these social networks to not only combat complaints but to treat questions. If it feels like there are more complaints than ever, and that youre spending more time and money dealing with negativity and backlash, youre right. The proven way to hire, inspire and recognize your employees and achieve remarkable results, a sequel to his first book, hug your customers, jack mitchell, chairman and ceo of the mitchellsrichards marshs upscale mens and womens specialty stores in connecticut and new york, explains why you have to treat your employees.
The proven way to personalize sales and achieve astounding results mitchell, jack on. The fact is, i cant remember the last time i got so excited about the potential applications for my industry nonprofit fundraising. Well, what do you want to achieve with reading a book on customer service. Earning strategic pdus for pmis certification izenbridge. From small independent businesses to established conglomerates, hug your customers is an invaluable and fun tool for ensuring repeat business and outstanding results.
Jun 11, 2003 hug your customers shares the handson practical philosophy that has allowed mitchell and his family of stores to thrive and excel in todays challenging retail marketplace. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. In the book, baer gives many examples of the various ways customer service has changed in todays. Users who reposted hug your customers by jack mitchell, read by the author audiobook excerpt. Its funny how an offhand comment at the right moment can end up crystallizing a lifetimes worth of learning. In the book he relabeled good customer service as hugging. He and his staff hug their customers, meaning they go out of their way to make customers say wow. First, the hater in jays book is the complainer, the customer who.
In jack mitchells bestselling book, hug your customers, mitchell writes, only extremely satisfied customers are genuinely loyal. Top 5 books on customer service experience you cant. The book draws a straight line from customer service to business success. Once a customer called mitchells, one of the stores, in a big hurry to buy a blue cashmere topcoat for an important meeting. The proven way to personalize sales and achieve astounding results by jack mitchell. If you want to put your arms around your business and bottom line, youll want all the updated information and practices found in jack mitchells classic landmark business bestseller, hug your customers. The customers must feel like everyone, even the manager, wants to help. Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. The only way to stay in business is to have customers. Real talk business reboot conversation with selfmade entrepreneur kendra scott on how to stay inspired, and connect with your customers, during a crisis. The proven process for becoming a passionate and successful salesperson for life this is a must for everyone who is interested in salesnot just in selling things but in selling yourself to people in a way that they will support you and never forget you. Best book ever on how to treat your customers and employees.
Hug your customers shares the handson practical philosophy that has allowed mitchell and his family of stores to thrive and excel in todays challenging retail marketplace. Hug your customers, written by connecticutbased clothing maven jack mitchell, of mitchellsrichards, purports to teach readers a hugging system that values going the extra mile for clients through various initiatives, responses and sales tactics. Read more in this excerpt from hug your people by jack mitchell. Your employees matter, too by musico, christopher crm. The book provides the importance of personalized and customized customer service. Read the latest business books that could inspire, guide or benefit your small and homebased businesses.
Has hug your customers by jack mitchell been sitting on your reading list. Mitchell believes the most important thing is to know your customer. How to embrace complaints and keep your customers portfolio. Still the proven way to personalize sales and achieve astounding results as want to read. Thats the claim, anyway, of one of the more successful us retailers. Why loving your customers will improve your bottomline 2. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. Hug your customers audiobook online hug your customers audiobook. Give your haters a hug jay baer on customer experience. I earned strategic pdus by reading the following books. Mitchell owns a high end clothing store in westport, connecticut.
In this eyeopening presentation, jay reveals proprietary research into the science of complaints why and where your customers complain, and how to turn customer service into a marketing advantage. Hug your customers concisely and at the same time in a lively, vibrant and entertaining manner talks about reliable methods of service and building relationships with customers. 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. The author, whose warmth and candor is totally endearing, may be faulted for denying. Hug your customers put to the test all common strategies for increasing profits and serves many new methods on a silver plate that are seldom used. This research was augmented by more than 50 interviews to form the strategic and tactical basis for my new book, hug your haters. Review excerpt what i appreciate about jays books, and hug your haters specifically, is twofold. Sourceful communications clive, iowa find on twitter. You need to create fan customers as only satisfying them is not enough. Hug your customers by jack mitchell, read by the author audiobook excerpt. Mitchell, ceo of the clothing stores mitchellsrichardsmarshs has already outlined how to keep customers happy in hug your customers. Social hug your customers jack mitchell 5 strategies for increasing profitability by loving your customers.
Hug your haters how to embrace complaints and keep your customers jay baer based on proprietary research and more than 70 exclusive interviews, new york times bestselling author jay baer offers a new playbook for handling unhappy customers. Learn how to apply the proven principles of hug your customers to refine your selling technique, boost your sales, and keep your customers coming back for more. We spend as long as it takes searching for a particular book theyre after, and well spend time suggesting books if they want a gift or something new to read. Mar 02, 2020 building an environment where employees feel appreciated and are loyal to your company involves many different components. The workshop jack mitchell has partnered with a world class training organization new haven consulting group, inc. If you think youve tried every marketing technique in the book to make your customers more loyal, heres a new one. In this book on loving those customers who, lets be honest, kinda annoy you, jay baer shows how you can turn your grumpy customers into raging fans.
The 200,000copy staple, praised by warren buffett as a gem. Guy kawasaki, chief evangelist of canva and author of the art of the start 2. Filled with accessible advice, personal case studies and tips any businessperson can use, hug your customers is an energizing blueprint for customer and employee retention. Rather than just ignore them and focus on those who dig you, instead try to use that experience to grow your business. As an alternative, the kindle ebook is available now and can be read on any device with the free kindle app. Hug your customers pdf summary jack mitchell 12min blog. Mar 19, 2018 hug your customers summary by jack mitchell is truly an inspiring piece of work that offers a unique set of breathtaking insights. Hug your haters takes a very modern spin on customer service in making sure that each company understands all the different ways to reach their customers through the various social channels. Jack mitchell the ceo of two successful independent clothing stores shares the secrets of his familys management approach, which calls for a personal relationship with customers and an emphasis on customer.
Pick up the key ideas in the book with this quick summary. Jack mitchell is coowner and ceo of mitchellsrichards, the upperend clothing retailer. Hugging your customers is about catering to their every need and organizing your entire company around them. He recommends going above and beyond what you may think is satisfactory customer service such that you exceed the expectations of your customers. Jan 01, 2003 i found a signed copy of this book at a thrift store, and wanted to read it because ive been bridging more into the sales side at my pr job.
About jay baer jay brings 26 years of marketing and customer experience expertise, and has worked with more than 700 companies, including 36 of the fortune 500. Still the proven way to personalize sales and achieve astounding results kindle edition by mitchell, jack. The internet is full of books which talk about these strategic topics. How passion and long term relationships are keys to long term sustainable. Opinions expressed by forbes contributors are their own. Download for offline reading, highlight, bookmark or take notes while you read hug your haters.
Customers are thirsting for relationship driven companies those. Hug your customers 2003 is based on the authors five decades of experience in crafting the perfect customercentered business. How much you pay your people may not be the main factor that determines their job satisfaction, but your business will surely suffer if you dont adequately compensate them. Hug your customers goodreads meet your next favorite book. Customer service keynote speaker keynote speaker and. Build a supportdriven philosophy develop a support strategy develop your support knowledge and career let me layout 10 we recommend at kayako. Gary vaynerchuk, author of jab, jab, jab, right hook this is a landmark book in the history of customer service.
Still the proven way to personalize sales and achieve astounding results by jack mitchell. Never lose a customer again is a landmark work on the least talked about, yet most important, part of a successful business keeping your customers. Jack mitchell is a motivator, consultant, a motivational speaker, and the author of several books. Using first names and offering coffee and snacks to your customers are just 2 of the ways you can do this. I recently had the chance to talk to baer about his research, and he shared three key insights that he believes can completely change the way that leaders think about customer experience.
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