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:
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
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.
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.
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.
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.
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
Yelping isn't always Helping
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.
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!
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!!
Everywhere on Social😆
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