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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
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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.
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The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
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Content is Great but Narrator Puts You to Sleep
- By Anonymous User on 08-30-18
By: Lee Cockerell
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Unf--k Your Body
- Using Science to Eat, Sleep, Breathe, Move, and Feel Better
- By: Faith G. Harper
- Narrated by: Faith G. Harper PhD
- Length: 5 hrs and 15 mins
- Unabridged
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Dr. Faith G. Harper explains the emerging science of the gut-brain connection and the vagus nerve so that everyone can understand what’s going on in your body and how to make friends with it again, especially if you’ve experienced trauma or chronic stress. Filled with straight talk and practical exercises so you can reconnect with your physical needs and reactions, work through body shame, manage illness and disability, and implement small changes that make a huge difference in how you feel every day. You are a whole person, and it’s time to reconnect with yourself!
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she lost me at - weight loss is racist as f*ck
- By Eliza Vermillion on 09-21-22
By: Faith G. Harper
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Hug Your People
- The Proven Way to Hire, Inspire, and Recognize Your Employees
- By: Jack Mitchell
- Narrated by: James Boles
- Length: 6 hrs and 4 mins
- Unabridged
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In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.
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good book.
- By Chance Woodal on 11-06-22
By: Jack Mitchell
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The Customer Success Professional's Handbook
- How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company
- By: Ashvin Vaidyanathan, Ruben Rabago
- Narrated by: Daniel Henning
- Length: 7 hrs and 22 mins
- Unabridged
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The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.
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Great content!! Narrating sounds like a computer
- By Lydia on 06-01-22
By: Ashvin Vaidyanathan, and others
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
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Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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Message tainted by using shady biz as examples
- By Amazon Customer on 04-25-19
By: Joey Coleman
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Blue Ocean Strategy, Expanded Edition
- How to Create Uncontested Market Space and Make the Competition Irrelevant
- By: W. Chan Kim, Renee Mauborgne
- Narrated by: Roger Wayne
- Length: 8 hrs and 43 mins
- Unabridged
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In this perennial best seller, embraced by organizations and industries worldwide, globally preeminent management thinkers W. Chan Kim and Renee Mauborgne challenge everything you thought you knew about the requirements for strategic success. Recognized as one of the most iconic and impactful strategy books ever written, Blue Ocean Strategy, now updated with fresh content from the authors, argues that cutthroat competition results in nothing but a bloody red ocean of rivals fighting over a shrinking profit pool.
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Profoundly Insightful
- By James on 10-29-20
By: W. Chan Kim, and others
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The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- By: Chip Heath, Dan Heath
- Narrated by: Jeremy Bobb
- Length: 6 hrs and 24 mins
- Unabridged
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While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
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Easy to create your own defining moments
- By A. Yoshida on 12-15-17
By: Chip Heath, and others
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The Innovator's Dilemma
- When New Technologies Cause Great Firms to Fail
- By: Clayton M. Christensen
- Narrated by: L.J. Ganser
- Length: 8 hrs and 37 mins
- Unabridged
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His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic best seller - one of the most influential business books of all time - innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right - yet still lose market leadership. Christensen explains why most companies miss out on new waves of innovation.
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This book is best read, not heard
- By Andrea Rudert on 09-09-17
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Jab, Jab, Jab, Right Hook
- How to Tell Your Story in a Noisy Social World
- By: Gary Vaynerchuk
- Narrated by: John Hopkinson
- Length: 5 hrs and 41 mins
- Unabridged
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New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of "Crush It!" and "The Thank You Economy" with a fresh spin, "Jab, Jab, Jab, Right Hook" is a blueprint to social media marketing strategies that really works. When managers and marketers outline their social media strategies, they plan for the "right hook"—their next sale or campaign that's going to knock out the competition.
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Deceptively outdated, don’t waste time or money
- By Tim on 12-05-23
By: Gary Vaynerchuk
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The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- By: Eric Ries
- Narrated by: Eric Ries
- Length: 8 hrs and 38 mins
- Unabridged
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Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
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Informative, mature but not original or essential
- By Jason Comely on 02-19-13
By: Eric Ries
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Hooked: How to Build Habit-Forming Products
- By: Nir Eyal, Ryan Hoover
- Narrated by: Nir Eyal
- Length: 4 hrs and 40 mins
- Unabridged
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Why do some products capture our attention, while others flop? What makes us engage with certain products out of habit? Is there a pattern underlying how technologies hook us? This audiobook introduces listeners to the "Hooked Model", a four-step process companies use to build customer habits. Through consecutive cycles through the hook, successful products reach their ultimate goal of bringing users back repeatedly - without depending on costly advertising or aggressive messaging.
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Great book, wish the narration was a little better.
- By Todays The Best Day - Dani Davis on 07-21-15
By: Nir Eyal, and others
What listeners say about Hug Your Haters
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Pierre
- 03-03-16
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!
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1 person found this helpful
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- Scott Hansen
- 09-22-23
Change or Become Obsolete
Anyone who has worked in any facet of customer service for more than ten years, has see the changes outlined in this book. Just because we've seen them though, doesn't mean we've adapted correctly or completely to meet them. I will absolutely be reading / listening to this book at least two more times, and taking copious notes, to share with my team.
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- TenBrookHQ
- 10-18-18
Business Owners Must Read
Loved this book! Business owners read and apply it. Start now! Hug your Haters all the time and everywhere.
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- RonnieTexas
- 07-06-16
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.
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- Matt H.
- 11-27-21
must listen for any business owner
Hug your haters is a amazing book that helps you to understand how to react to a complaint and how to potentially take that up set customer and turn them in to a happy repeat customer.
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- tim
- 10-30-19
practial
he uses reinforce all the data that he has acquired and institutes all of this into a great practical approach
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- Kay Walten
- 04-08-16
Learn more.
A great read to understand customer service in a on-demand world and the lessons to be learned from those customers.
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- Melissa Quino
- 11-20-22
A fun and memorable listen
Jay presents his findings in a relatable and enjoyable way. His stories are spot on and really made me think of ways to better hug my haters.
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- Kendra Arnold
- 03-09-16
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.
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2 people found this helpful
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- C.C.
- 01-06-17
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.
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1 person found this helpful