Hug Your Haters

How to Embrace Complaints and Keep Your Customers
By: Jay Baer
Narrated by: Jay Baer
Length: 5 hrs and 36 mins
4.5 out of 5 stars (174 ratings)

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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 listeners say about Hug Your Haters

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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.

1 person found this helpful

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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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No juice No content

After reading Talk Trigger, I had to buy eBook version as well because wealth of information provided by Jay it was amazing.
Jay, set a bench mark with Talk Trigger, and Hug your Haters has no fresh information/content. If some one wanted to read this book, I suggest to read Talk Triggers twice,

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Great book

I just started a new role as a complaints manager and I found the book to be insightful. I really enjoyed the book and look forward to reading some of your books.

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Amaizing

How every business owner or manager should know about how to handle customer service!

Can’t wait to have a staff meeting to plan how we will improved our approach to handle customer service review or complaints!

Love it!

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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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Great info!

I've really enjoyed this book. Great info, great advice, great perspective! The stats get a little heavy at one point (can't remember... chapter 3 or 4), but other than that, it's really fantastic. I shared it with my entire leadership and executive teams.

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It's soooo 2018.

I'm suspect when talking about Jay Baer and his books... couldn't already thank him enough for putting his thoughts into words, well, now we're even able to listen to it.

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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!

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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.

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  • 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.