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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 (127 ratings)
Regular price: $19.59
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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 members say

Average Customer Ratings

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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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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.

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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!

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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.

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  • 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.

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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.

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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.