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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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Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- hadi maghsoudi
- 03-19-16
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.
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3 people found this helpful
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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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- Peter Persson
- 02-17-21
Hugging is best!
Jay did a great job in laying out the reasons and success stories (or failures) to hugging your haters. Investment here is a greater ROI than marketing! The Continous Improvement opportunities to your operations are the added bonus.
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1 person found this helpful
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- Jaakko
- 09-28-20
Very insightful book filled with great stories
I loved this book. It's a great combination of stories, research findings, and statistics as well as practical tips and best practices. While listening, I made a ton of notes and saved many clips for future reference.
This book is great for CEOs, CXOs, and CMOs.
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- Chinnababu
- 10-29-19
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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- 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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- 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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- 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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- Kristine
- 01-18-23
Excellent book
This is the first audio book that the narrator has not put me to sleep! It was entertaining and fun to listen to, and I learned a lot.
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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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- Oli
- 12-20-20
Excellent, very useful and enjoyable
Lots of very good insights backed with good data, research and anecdotes. Delivered with a good dose of humour. Highly recommended!
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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.
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Lean Analytics
- Use Data to Build a Better Startup Faster
- By: Alistair Croll, Benjamin Yoskovitz
- Narrated by: Daniel Henning
- Length: 12 hrs and 47 mins
- Unabridged
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Marc Andreesen once said that "markets that don't exist don't care how smart you are." Whether you're a startup founder trying to disrupt an industry, or an intrapreneur trying to provoke change from within, your biggest risk is building something nobody wants. Lean Analytics can help. By measuring and analyzing as you grow, you can validate whether a problem is real, find the right customers, and decide what to build, how to monetize it, and how to spread the word.
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Very B2C focused
- By Jon on 07-16-22
By: Alistair Croll, and others
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Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- By: Jay Baer, Daniel Lemin
- Narrated by: Jay Baer, Daniel Lemin, Ted Wright
- Length: 5 hrs and 34 mins
- Unabridged
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Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.
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What a Talk Trigger
- By Yvonne on 10-10-18
By: Jay Baer, and others
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The New Rules of Marketing and PR (8th Edition)
- How to Use Content Marketing, Podcasting, Social Media, AI, Live Video, and Newsjacking to Reach Buyers Directly
- By: David Meerman Scott
- Narrated by: Stephen Bowlby, David Meerman Scott
- Length: 16 hrs and 51 mins
- Unabridged
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The latest edition of The New Rules of Marketing and PR has been completely revised and updated to present the most innovative methods and cost-effective strategies. The most comprehensive update yet shows you details about the pros and cons of AI and machine learning to automate routine tasks. Your life is already AI-assisted. Your marketing should be too, but there are challenges to be aware of.
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Nuts and bolt of marketing
- By Jim H on 11-01-22
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- By: Tony Hsieh
- Narrated by: Tony Hsieh
- Length: 8 hrs and 17 mins
- Unabridged
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In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
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Delivering Spin
- By Marc L. Mintz on 08-06-10
By: Tony Hsieh
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Youtility
- Why Smart Marketing Is About Help Not Hype
- By: Jay Baer
- Narrated by: Marcus Sheridan, Jay Baer
- Length: 4 hrs and 51 mins
- Unabridged
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Jay Baer's Youtility offers a new approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life. Drawing from real examples of companies who are practicing Youtility as well as his experience helping more than 700 brands improve their marketing strategy, Baer provides a groundbreaking plan for using information and helpfulness to transform the relationship between companies and customers.
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Good Framing, Examples and Supporting Concepts
- By Adam Helweh on 10-13-13
By: Jay Baer
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Lean Analytics
- Use Data to Build a Better Startup Faster
- By: Alistair Croll, Benjamin Yoskovitz
- Narrated by: Daniel Henning
- Length: 12 hrs and 47 mins
- Unabridged
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Overall
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Performance
-
Story
Marc Andreesen once said that "markets that don't exist don't care how smart you are." Whether you're a startup founder trying to disrupt an industry, or an intrapreneur trying to provoke change from within, your biggest risk is building something nobody wants. Lean Analytics can help. By measuring and analyzing as you grow, you can validate whether a problem is real, find the right customers, and decide what to build, how to monetize it, and how to spread the word.
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Very B2C focused
- By Jon on 07-16-22
By: Alistair Croll, and others
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Permission Marketing
- By: Seth Godin
- Narrated by: Seth Godin
- Length: 2 hrs and 1 min
- Abridged
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Internet marketing pioneer Seth Godin says he wants to change the way almost everything is marketed today. Will you give him permission to show you the future? Listen to how you can turn strangers into friends and friends into customers with this groundbreaking new approach.
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Out Dated
- By Kristin on 11-27-16
By: Seth Godin
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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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The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- By: Lee Cockerell
- Narrated by: Lee Cockerell
- Length: 3 hrs and 59 mins
- Unabridged
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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.