Hug Your Haters
How to Embrace Complaints and Keep Your Customers
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Narrado por:
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Jay Baer
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De:
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Jay Baer
Acerca de esta escucha
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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Narración:5 out of 5 stars 699
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Historia4.5 out of 5 stars 698
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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1 out of 5 stars
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Message tainted by using shady biz as examples
- De Amazon Customer en 04-25-19
De: Joey Coleman
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The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- De: Chip Heath, Dan Heath
- Narrado por: Jeremy Bobb
- Duración: 6 h y 24 m
- Versión completa
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General4.5 out of 5 stars 4,719
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Narración:4.5 out of 5 stars 4,009
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Historia4.5 out of 5 stars 3,988
While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
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4 out of 5 stars
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Easy to create your own defining moments
- De A. Yoshida en 12-15-17
De: Chip Heath, y otros
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How the Way We Talk Can Change the Way We Work
- Seven Languages for Transformation
- De: Lisa Laskow Lahey, Robert Kegan
- Narrado por: Mo Egen
- Duración: 7 h y 49 m
- Versión completa
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General5 out of 5 stars 14
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Narración:4.5 out of 5 stars 12
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Historia4.5 out of 5 stars 12
Why is the gap so great between our hopes, our intentions, even our decisions - and what we are actually able to bring about? Even when we are able to make important changes - in our own lives or the groups we lead at work - why are the changes are so frequently short-lived and we are soon back to business as usual? What can we do to transform this troubling reality?
De: Lisa Laskow Lahey, y otros
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The Nordstrom Way to Customer Experience Excellence (3rd Edition)
- Creating a Values-Driven Service Culture
- De: BreAnne O. Reeves, Robert Spector
- Narrado por: Steve Menasche
- Duración: 5 h y 55 m
- Versión completa
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General5 out of 5 stars 2
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Narración:5 out of 5 stars 2
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Historia5 out of 5 stars 2
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry.
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5 out of 5 stars
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Objectivity
- De Alex J. Mendoza en 04-27-25
De: BreAnne O. Reeves, y otros
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Talk Triggers
- The Complete Guide to Creating Customers with Word-of-Mouth
- De: Jay Baer, Daniel Lemin
- Narrado por: Jay Baer, Daniel Lemin, Ted Wright
- Duración: 5 h y 34 m
- Versión completa
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General4.5 out of 5 stars 250
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Narración:4.5 out of 5 stars 216
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Historia4.5 out of 5 stars 213
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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5 out of 5 stars
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What a Talk Trigger
- De Yvonne en 10-10-18
De: Jay Baer, y otros
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The Lean Startup
- How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
- De: Eric Ries
- Narrado por: Eric Ries
- Duración: 8 h y 38 m
- Versión completa
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General4.5 out of 5 stars 13,996
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Narración:4.5 out of 5 stars 11,611
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Historia4.5 out of 5 stars 11,524
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.
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3 out of 5 stars
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Informative, mature but not original or essential
- De Jason Comely en 02-19-13
De: Eric Ries
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The Ideal Team Player
- How to Recognize and Cultivate the Three Essential Virtues • A Leadership Fable
- De: Patrick Lencioni
- Narrado por: Adam Barr
- Duración: 4 h y 46 m
- Versión completa
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General4.5 out of 5 stars 33
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Narración:5 out of 5 stars 32
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Historia4.5 out of 5 stars 31
In his classic best-selling book, The Five Dysfunctions of a Team, Patrick Lencioni laid out a groundbreaking, new approach for attacking the dangerous group behaviors that destroy teamwork. Here, he turns his focus to the individual member of a team, revealing the three indispensable virtues that make some people better team players than others. Lencioni’s latest fable is the story of a leader desperate to save his company by cracking the code on the virtues that define a true team player.
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5 out of 5 stars
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Don’t hire jackasses!
- De Dad2Ri en 04-30-25
De: Patrick Lencioni
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Emotional Intelligence 2.0
- De: Travis Bradberry, Jean Greaves
- Narrado por: Tom Parks
- Duración: 4 h y 17 m
- Versión completa
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General4.5 out of 5 stars 6,608
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Narración:4.5 out of 5 stars 5,481
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Historia4 out of 5 stars 5,413
In today's fast-paced world of competitive workplaces and turbulent economic conditions, each of us is searching for effective tools that can help us to manage, adapt, and strike out ahead of the pack. By now, emotional intelligence (EQ) needs little introduction - it’s no secret that EQ is critical to your success. But knowing what EQ is and knowing how to use it to improve your life are two very different things.
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3 out of 5 stars
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Self-assessment is subjective
- De A. Yoshida en 03-07-18
De: Travis Bradberry, y otros
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Crucial Conversations (Third Edition)
- Tools for Talking When Stakes Are High
- De: Joseph Grenny, Kerry Patterson, Ron McMillan, y otros
- Narrado por: Emily Gregory, Joseph Grenny
- Duración: 7 h y 45 m
- Versión completa
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General4.5 out of 5 stars 1,673
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Narración:4.5 out of 5 stars 1,388
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Historia4.5 out of 5 stars 1,378
The book that revolutionized business communications has been updated for today's workplace. Crucial Conversations provides powerful skills to ensure every conversation - especially difficult ones - leads to the results you want. Written in an engaging and witty style, it teaches listeners how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.
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3 out of 5 stars
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Great info; needs a cast, PDF and a website update
- De Kali en 04-25-22
De: Joseph Grenny, y otros
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Influence, New and Expanded
- The Psychology of Persuasion
- De: Robert B. Cialdini
- Narrado por: Robert B. Cialdini
- Duración: 20 h y 43 m
- Versión completa
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General4.5 out of 5 stars 2,329
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Narración:4.5 out of 5 stars 1,909
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Historia4.5 out of 5 stars 1,897
In the new edition of this highly acclaimed bestseller, Robert Cialdini—New York Times bestselling author of Pre-Suasion and the seminal expert in the fields of influence and persuasion—explains the psychology of why people say yes and how to apply these insights ethically in business and everyday settings. You'll learn Cialdini's Universal Principles of Influence, including new research and new uses so you can become an even more skilled persuader—and just as importantly, you'll learn how to defend yourself against unethical influence attempts.
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5 out of 5 stars
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Use the Audible Speed Feature!
- De Sand en 05-30-21
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The War of Art
- De: Steven Pressfield
- Narrado por: Steven Pressfield
- Duración: 2 h y 29 m
- Versión completa
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General4.5 out of 5 stars 11,775
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Narración:4.5 out of 5 stars 9,757
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Historia4.5 out of 5 stars 9,693
Think of The War of Art as tough love...for yourself. Since 2002, The War of Art has inspired people around the world to defeat "resistance"; to recognize and knock down dream-blocking barriers and to silence the naysayers within us. Resistance kicks everyone's butt, and the desire to defeat it is equally as universal. The War of Art identifies the enemy that every one of us must face, outlines a battle plan to conquer this internal foe, then pinpoints just how to achieve the greatest success.
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1 out of 5 stars
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War Against Common Sense?
- De Simon Lee en 06-22-19
Lo que los oyentes dicen sobre Hug Your Haters
Con calificación alta para:
Reseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- 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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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- 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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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- TenBrookHQ
- 10-18-18
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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Total5 out of 5 stars
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Ejecución4 out of 5 stars
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Historia5 out of 5 stars
- RonnieTexas
- 07-06-16
Must read for business owners!
Best line in book - "Not responding to complaints on social media is like hanging up on the phone on a customer." So many actionable so will be listening a second time round.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Matt H.
- 11-27-21
must listen for any business owner
Hug your haters is a amazing book that helps you to understand how to react to a complaint and how to potentially take that up set customer and turn them in to a happy repeat customer.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- tim
- 10-30-19
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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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Kay Walten
- 04-08-16
Learn more.
A great read to understand customer service in a on-demand world and the lessons to be learned from those customers.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- 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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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia4 out of 5 stars
- 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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esto le resultó útil a 2 personas
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- 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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esto le resultó útil a 1 persona