Hug Your Haters

How to Embrace Complaints and Keep Your Customers

By: Jay Baer

Narrated by: Jay Baer

Length: 5 hrs and 36 mins

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

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.

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.

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.

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.

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,

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.

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!

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.

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.

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.

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!