Hug Your Haters

Includes a detachable folded poster of "The Hatrix."

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.

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.

Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!

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. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

A unique story about first—and last—loves from the celebrated and bestselling author of We All Looked Up. Parker Santé hasn’t spoken a word in five years. While his classmates plan for bright futures, he skips school to hang out in hotels, killing time by watching the guests. But when he meets a silver-haired girl named Zelda Toth, a girl who claims to be quite a bit older than she looks, he’ll discover there just might be a few things left worth living for.

"Zade Holder has always been a free-spirited young woman, from a long dynasty of tarot-card readers, fortunetellers, and practitioners of magick. Growing up in a small town and never quite fitting in, Zade is determined to forge her own path. She leaves her home in Tennessee to break free from her overprotective mother Dela, the local resident spellcaster and fortuneteller. Zade travels to Las Vegas and uses supernatural powers to become part of a premiere magic show led by the infamous magician Charles Spellman. Zade fits right in with his troupe of artists and misfits. After all, when everyone is slightly eccentric, appearing 'normal' is much less important. Behind the scenes of this multimillion-dollar production, Zade finds herself caught in a love triangle with Mac, the show's good-looking but rough-around-the-edges technical director and Jackson, the tall, dark, handsome and charming bandleader. Zade's secrets and the struggle to choose between Mac or Jackson creates reckless tension during the grand finale of the show. Using Chaos magick, which is known for being unpredictable, she tests her abilities as a spellcaster farther than she's ever tried and finds herself at death's door. Her fate is left in the hands of a mortal who does not believe in a world of real magick, a fortuneteller who knew one day Zade would put herself in danger and a dagger with mystical powers"--Amazon.com

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.