• Hug Your Haters

  • How to Embrace Complaints and Keep Your Customers
  • By: Jay Baer
  • Narrated by: Jay Baer
  • Length: 5 hrs and 36 mins
  • Unabridged Audiobook
  • Release date: 03-01-16
  • Language: English
  • Publisher: Gildan Media, LLC
  • 4.5 out of 5 stars (94 ratings)

Regular price: $19.59

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

  • 4.5 out of 5 stars
  • 5 Stars
    74
  • 4 Stars
    14
  • 3 Stars
    4
  • 2 Stars
    1
  • 1 Stars
    1

Performance

  • 4.5 out of 5 stars
  • 5 Stars
    62
  • 4 Stars
    19
  • 3 Stars
    3
  • 2 Stars
    1
  • 1 Stars
    1

Story

  • 4.5 out of 5 stars
  • 5 Stars
    61
  • 4 Stars
    20
  • 3 Stars
    4
  • 2 Stars
    0
  • 1 Stars
    1
Sort by:
  • Overall
    1 out of 5 stars
  • Performance
    1 out of 5 stars
  • Story
    1 out of 5 stars

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
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Don’t ignore this book hug it!!

I loved this book. So many really great examples from all sorts of different businesses made this book not only fun but useful. This book is awesome if you’re new to social customer care or if you are just trying to see how your efforts measure up. Many of the service insights shared can be adapted offline as well as online! Easy read!! Enjoyable performance my favorite part of the performance was how every time he read a quote he changed his voice !! It literally had me giggling in my car and when he says he responds to emails he does ... I tried it!!! Don’t ignore this book hug it!

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Awesome book

If you run or manage a business you will eventually have people upset with you, his book teaches you how to respond correctly.

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

FANTASTIC

Extremely good book, through and through. I've just recently started up classes again for my Marketing degree, and I've already been able to use a lot of the information from this book in my classes (and in real-world situations, as I work for a recruitment section of my company). Very well-written and tons of data with research and sources to back it up. TONS of great information!
10/10 recommend. Well worth the money.

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    4 out of 5 stars

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
    2 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    3 out of 5 stars

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
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
  • 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
    5 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    5 out of 5 stars

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
    5 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    5 out of 5 stars
  • 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
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

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.

Sort by:
  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
Profile Image for sam
  • 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.