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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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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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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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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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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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Spot On!!

As a patient liaison in an acute healthcare setting, this book is a supportive device that can be used to successfully navigate the service we provide as well as explore areas of opportunity for future services.
On stage vs off stage really helps to solidify what the customer wants and I accept that all feedback is good feedback.

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Extremely Valuable!

I first heard Jay speak at our mastermind for attorneys. His ideas and outlook on marketing was refreshing . I then found his podcast and binge listened to it, it was that great. When I saw this book come out, I knew I had to read it and give it a listen. The research, well thought outline and book is extremely informative and valuable for any business owner. I wish more business books were this well executed. Highly recommended!

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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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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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  • 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.