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Hug Your Haters Audiobook

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

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Publisher's Summary

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.

Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:

  • How, where, and why people complain (by demographic and by channel)
  • How and when consumers expect a response when they complain
  • The advocacy impact of answering (or ignoring) a customer
  • Differences in complaint type and expectations by industry

Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.

©2016 Jay Baer (P)2016 Gildan Media LLC

What Members Say

Average Customer Rating

4.7 (48 )
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  •  
    hadi maghsoudi 03-19-16
    HELPFUL VOTES
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    "Such a waste of time"
    Any additional comments?

    Whole book can be summarized in one small essay, not to say a paragraph. The title and prefix looks appealing, and he keeps promising you for more in depth analysis and examples. But, I wasted more than 5 hours listening and I know no more than only a few sentences that were kept repeating for the whole 5 hours. Actually, he did a very good job making an empty paragraph to so many words called a book. This should be a lesson for me to not to waste my time in future reading or listening cheap books like this one.

    3 of 5 people found this review helpful
  •  
    Mare Oakton, VA 10-13-16
    Mare Oakton, VA 10-13-16
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    "nice read"

    great work book. although am i being forced to review prior to removal is not great.

    0 of 0 people found this review helpful
  •  
    RonnieTexas 07-06-16
    RonnieTexas 07-06-16 Member Since 2016
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    "Must read for business owners!"

    Best line in book - "Not responding to complaints on social media is like hanging up on the phone on a customer." So many actionable so will be listening a second time round.

    0 of 0 people found this review helpful
  •  
    Fred Massachusetts 06-11-16
    Fred Massachusetts 06-11-16 Member Since 2014
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    "The importance of feedback"

    The name of this book caught my attention Hug Your Haters! In my current world policing it feels as though their are all too many haters of our noble profession. Although I have always believed the vast majority of people support their police. This book is not written with police in mind but it content can greatly help policing in a free society. Complaints and any negative talk is all too often meant with anger and vitriol and at times out disrespect towards those doing the complaining.

    This book helped me realize how complaints can help an organization or a profession continue to grow and learn as it faithfully fairly and impartially handles the complaints they receive. The book also gives you ideas strategies and tactics on how to handle those complaints in a just way.

    I will begin to use these ideas to help win people over both the people we police serve and those within the rank and file of policing.

    I highly recommend this book.

    0 of 0 people found this review helpful
  •  
    Kendra Arnold 03-09-16
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    "Social Media & Customer Service Stories with hugs"
    Where does Hug Your Haters rank among all the audiobooks you’ve listened to so far?

    I loved it! I would rank it in the top 10 of business type nonfiction audiobooks I've listened to and have recommended to friends.


    What does Jay Baer bring to the story that you wouldn’t experience if you just read the book?

    Honestly, while I like reading books in theory, I can't sit still that long, so audiobooks are the way to go.Jay Baer is a great narrator


    If you were to make a film of this book, what would the tag line be?

    Yelping isn't always Helping


    Any additional comments?

    I really liked the audiobook version of Hug Your Haters. I just started social media company that primarily works with small local businesses, and this was a great and easy listen that really addressed how social media is about customer service. The examples were engaging and entertaining and Jay Baer is a great narrator. Really enjoyed it and came away with lots of info I can use.

    2 of 4 people found this review helpful
  •  
    Pierre 03-03-16
    Pierre 03-03-16 Member Since 2016
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    "Real Life Stories backed by Real Life Data"

    Finished Jay's audio book tonight and so happy that I made the investment.

    Phenomenal content and a MUST READ / LISTEN for anyone (Business and/or Personal) who actually CARE about their customers / community and want to LEARN and understand HOW to give the BEST customer service using today's social platforms.

    Thanks for sharing Jay!

    1 of 3 people found this review helpful
  •  
    Kay Walten CONROE, TX, US 04-08-16
    Kay Walten CONROE, TX, US 04-08-16 Member Since 2016
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    "Learn more."

    A great read to understand customer service in a on-demand world and the lessons to be learned from those customers.

    0 of 1 people found this review helpful
  •  
    Brad 03-23-16
    Brad 03-23-16 Member Since 2016
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    "Thank you, Jay!"

    I have just listened I the audio version of the book, and so many points hit home! Thank you for this book!

    I've been serving people I various industries since I was 14. Now as a 37-ish year old small business owner, I've taken much of the experiences I've had along the way, with me into my new venture.

    This book helped me fully understand what's ahead in terms of how customers will prefer to connect with a business with feedback, positive or negative.

    You said something several times that I feel I've been telling folks for a while now: ignoring a customer on any channel is wrong.

    Ps, I love your "accents" and voice changes when read your interviewees perspectives!

    I look forward to seeing you in San Diego for the social media conference!

    Well done, sir!!
    BradO
    NextGenBizMan
    Everywhere on Social😆

    0 of 2 people found this review helpful

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