Free PDF Hug Your Haters: How to Embrace Complaints and Keep Your Customers, by Jay Baer
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Hug Your Haters: How to Embrace Complaints and Keep Your Customers, by Jay Baer
Free PDF Hug Your Haters: How to Embrace Complaints and Keep Your Customers, by Jay Baer
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Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: ·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers. ·Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation. Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity. Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
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Product details
Hardcover: 240 pages
Publisher: Portfolio (March 1, 2016)
Language: English
ISBN-10: 1101980672
ISBN-13: 978-1101980675
Product Dimensions:
6.2 x 0.9 x 9.4 inches
Shipping Weight: 15.2 ounces (View shipping rates and policies)
Average Customer Review:
4.6 out of 5 stars
137 customer reviews
Amazon Best Sellers Rank:
#25,188 in Books (See Top 100 in Books)
The book basically tells you to always respond to all negative comments and do it with empathy.If you didn't know that already - this book might be useful for you.I was hoping the book would give some guidelines or even templates on how to actually respond to different kinds of comments (e.g. when someone reports a particular problem vs when someone just tells you that your product is terrible).Telling "be empathic" is not very useful, because I suppose many people don't have a good understanding of what an empathic response would be like in a particular situation.Also, the book would benefit from better editing.The author is repeating the same ideas using the same sentences multiple times.
Didn’t love, don’t waste your hard earned money. Sorry author. Wish ratings were more accurat. I found myself getting bored a lot, putting it down, basically cater to your clients gift the gift cards when they complain......there you got the whole book.
I saw Jay speak at Social Media Marketing World 18 and it compelled me to pick up this title, especially cause at the time one of my clients was dealing with a lot of negative feedback on their social channels. I am very happy did.This book gave me (and my clients) a whole new perspective on customer complaints, how to value them and how to respond to them. It also made me realize that how we respond to and interact with our consumers on social is far more important than the fluffy marketing post that we spend so much time trying to develop.So, before you pick up any more "how to win in social media" books, do yourself a favor and read this book. You will not regret it.
"Hug your haters" is repeated multiple times throughout the book. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time.
Not an easy book to follow. I like the ideas and figures in this book. However, I would prefer to have more cases for each chapter.
It was a good book and very enlightening for today’s business world. However, not all companies can afford to take this type of approach. Would all love to talk to everyone of our customers, but it is not possible for all smaller start businesses.
Through this book I have learned many secrets which have assisted me in helping turn frustrated customers into voluteer marketers.
Based on extensive research, numerous interviews and case studies, Jay Baer makes a strong case for hugging your haters (answering every complainer in every channel, every time). But he just doesn't admonish businesses to do this because "it's the right thing to do." He also shows how hugging your haters can (and does) actually increase customer advocacy, retention AND profits! Hugging your haters may very well be the new marketing, and Jay not only points out the problem and the opportunity, he gives concrete ways to address it for both offstage (private) and onstage (pubic) haters. While hugging your haters is essential for businesses of all sizes and industries, I would liked to have seen more segmentation on how the approaches could be nuanced or different based on a company's type, size and resources. That said, this is a terrific, must-read book supplying real-word data on the problems and solutions facing the challenge of providing superior customer service - today - not five or more years ago.
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