Regular price: $19.59

Free with 30-day trial
Membership details Membership details
  • A 30-day trial plus your first audiobook, free
  • 1 credit/month after trial – good for any book, any price
  • Easy exchanges – swap any book you don’t love
  • Keep your audiobooks, even if you cancel
  • After your trial, Audible is just $14.95/month
OR
In Cart

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 Ratings

Overall

  • 4.7 out of 5.0
  • 5 Stars
    68
  • 4 Stars
    12
  • 3 Stars
    3
  • 2 Stars
    1
  • 1 Stars
    1

Performance

  • 4.6 out of 5.0
  • 5 Stars
    57
  • 4 Stars
    15
  • 3 Stars
    3
  • 2 Stars
    1
  • 1 Stars
    1

Story

  • 4.6 out of 5.0
  • 5 Stars
    56
  • 4 Stars
    17
  • 3 Stars
    3
  • 2 Stars
    0
  • 1 Stars
    1
Sort by:
  • Overall
  • Performance
  • Story

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

  • Overall
  • Performance
  • Story

Stellar message and delivery

I loved the message, the delivery, and organization. If I were being greedy, I would have loved a diversified list of examples or steps to put all of it into action, potentially statistics and case studies would have helped more? That aside, all around stellar listen, I couldn’t help but pause and take notes after every chapter!

  • Overall
  • Performance
  • Story

Two page PDF.

The whole book could've been condenced to a two page PDF. Maybe you care about the stories to cement the ideas then it would be a four page PDF. Not worth five hours of listening to something that could be said in 10 minutes.

  • Overall
  • Performance
  • Story
  • Grant
  • NANTUCKET, MA, United States
  • 08-20-17

I tell all my clients about this book

I'm in the ad business and my clients often have problems with online trolls. I have recommended this book and the methods in it so many times I have lost count. It contains the rules you need to apply to your social media persona to overcome the volatile consequences of everyone having an equal voice. Great advice.

  • Overall
  • Performance
  • Story

Would definitely recommend this book

Great content! Very informative and does a great job tackling the reasons why companies don't hug their haters.

As an audiobook, pace and inflection were very good. There was a bit too much over enunciation to make this a 5 star listen.

  • Overall
  • Performance
  • Story
  • Autumn
  • LARGO, FL, United States
  • 02-10-17

I Loved This Book, Except the Accents

Would you consider the audio edition of Hug Your Haters to be better than the print version?

I love Jay Baer. I think he's a marketing genius. And I like him reading his own work, because it feels more intimate. Like he's sharing stories and insights in a small workshop setting. However, the only reason I knocked off a star was for his impersonations of accents when he's quoting people. Every time he did an accent, it would throw me out of the narrative for a moment.

  • Overall
  • Performance
  • Story

Jay practices what he preachs

I really loved the humor and the insights of this book. Although written for business leaders his advice should be applied to personal social media sites as well.

Thanks for everything. Can't wait to read the next book by Mr. Baer.

  • Overall
  • Performance
  • Story
  • Mare
  • Oakton, VA
  • 10-13-16

nice read

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

  • Overall
  • Performance
  • Story

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.

  • Overall
  • Performance
  • Story
  • Fred
  • Massachusetts
  • 06-11-16

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.

Sort by:
  • Overall
  • Performance
  • Story
  • sam
  • 11-20-17

great case studies and very insightful

Jay is very engaging and he has done great research for the book. A must for anyone who needs convincing or insights for a new era of customer service.