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Jay Baer

Hug Your Haters: How to Embrace Complaints and Keep Your Customers Hardcover – Illustrated, 1 August 2016

by Jay Baer (Author)

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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.

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 re-configuring 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.

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Product details

Publisher : Portfolio; 1st edition (1 August 2016)
Language : English
Hardcover : 240 pages
ISBN-10 : 1101980672
ISBN-13 : 978-1101980675
Dimensions : 15.77 x 2.08 x 23.6 cm

Best Sellers Rank: 164,671 in Books (See Top 100 in Books)
- 385 in Customer Relations
- 441 in Marketing & Consumer Behaviour
- 1,549 in Brand Management

Customer Reviews:
187 ratings

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Review

"Customer service is the new marketing. You need to buy this book if you care about your customers and your business."
--Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook

"This is a landmark book in the history of customer service."
--Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0

"If you need to decrypt customer service, you NEED to read Hug Your Haters. Baer gives you a better map to success than anyone else."
--Chris Brogan, CEO of Owner Media Group

"Hug Your Haters is one of the most profound books a business can read today. Baer is one of the foremost experts on customer experience"
--John R. DiJulius III, author of The Customer Service Revolution

"When customers complain, they aren't just being negative - they're giving you fascinating insights and inspiration about your brand. Hug Your Haters reveals why detractors can become your most valuable customers."
--Sally Hogshead, author of Fascinate and How the World Sees You

"Jay Baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints."
--Steve Curtin, author of Delight Your Customers

"Jay provides strategies that are easy to understand and can be immediately implemented."
--Jeffrey Gitomer, author of Customer Satisfaction is Worthless, Customer Loyalty is Priceless

"Finally a book with steps to get even the toughest critics on your side!"
--Jeffrey Hayzlett, primetime TV & radio host, keynote speaker, best-selling author and global business celebrity

Book Description

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Customer reviews

5 star		73%
4 star		12%
3 star		8%
2 star		4%
1 star		4%

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Fritter

Good general advice but doesn't go deep enough.

Reviewed in the United Kingdom on 6 December 2016

Verified Purchase

I have mixed feelings about this book.

On the positive side, Jay's insights on the TWO types of complainer was a real "Ah-Hah!" moment for me: What we might think is great customer service (traditional, personal, individual attention) doesn't please one type. Prior to reading Jay's book I had been confused about this (why wouldn't you want good customer service?) but I now see where I was going wrong.

Much of the advice was common sense. But that's OK - Sometimes we need a reminder to use our common sense!

Where I felt the book fell short was on practical tips on dealing with 'Crazies' (people that incessantly complain and are unreasonable). I would have liked Jay to walk us through a few different 'Crisis Management' Strategies (do you block? do you ban? do you ignore?). I've learnt from personal experience that you can't reason with some people, and trying to enter into any sort of constructive dialogue is useless. Following Jay's advice simply gives them oxygen... and perhaps it's sometimes better to acknowledge and then ignore????

A good book, easy to read, but lost 2 stars due to price (currently £21) - £10 to £12 would be better.

3 people found this helpful

Ed D

Excellent Review-site advice based on fact

Reviewed in the United Kingdom on 18 April 2016

Verified Purchase

Many books I've read on anything remotely related to digital marketing are based on the author's experience alone. This book is filled with data from Edison Research and examples from business owners in various markets. Extremely helpful, useful and always kept to hand for data.

3 people found this helpful

Easy Steve

Not Jay's finest and lacks insight and is EXPENSIVE for what it is

Reviewed in the United Kingdom on 6 May 2016

Verified Purchase

I read this book in an afternoon. Much of the content is either blatantly obvious or easily passable. There are so useful moments in the book, and speed-reading it is what I recommend in getting these.

I can't say I recommend this book. It's expensive! Secondly, the mindset of customer centricity and taking care of customers who complain, and especially in social spaces, is something that I think most companies already know they should be doing, even if they are not.

Hope this helps your buying decision...

3 people found this helpful

lollie

Five Stars

Reviewed in the United Kingdom on 4 May 2018

Verified Purchase

great book for any form of selling job, really interesting read

Ralitsa Uvakova

Perfect condition

Reviewed in the United Kingdom on 12 June 2019

Verified Purchase

Perfect condition

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