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 … I was taught that a “hater’s” understanding was … Books; Blog & Podcast; Contact; Hug Your Haters: Embrace Complaints and Keep Your Customers. It was sort of fascinating reading about the current world we live in, and how we interact with the various platforms that really haven't been in existence for very long. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … That’s Malala Yousafzai, Pakistani human rights... To see what your friends thought of this book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. If thats what they believe, thats what I need to accept. Anyone who has customers needs to read this book! However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. Jack Mitchell, CEO of two high-end clothing stores in Connecticut, offers solid (if not all new) principles of customer service and … Disabling it will result in some disabled or missing features. someone with a complaint). Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. As a consumer, I always value a business more and will be more likely to continue to shop there if their customer service is excellent. There's a problem loading this menu right now. Reviewed in the United States on July 3, 2019. I was taught that a haters understanding was the truth I had to work with regardless of the facts. It turned out to not be quite as helpful as I was hoping for because it focuses so heavily on for-profit businesses but there are definitely things that are applicable to non-profits too. You can still see all customer reviews for the product. I read this book in an afternoon. Reviewed in the United States on December 28, 2017. By doing so we miss opportunities to learn and grow. So, do not wait; read it! Absolutely worth your time however if you're in business or work with businesses on their brands and customer service. It is a form of customer advocacyyou show that the customers matter to you. I found the real-life examples especially useful. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. Jay Baer’s new book, Hug Your Haters, reminds me of some valuable advice I received early in my retail career (retail is one of my past lives). One thought I had while reading is that the author keeps we repeating that businesses don't handle customers complaints well, so what happens when the majority improves? The overall message from this work is that we need to embrace customer complaints in order to better serve people. Ultimately a really great reference guide on customer service in the age of social media. Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. The most practical, non-bullshit CS book I've read in years. Jay Baers new book, Hug Your Haters, reminds me of some valuable advice I received early in my retail career (retail is one of my past lives). Would have loved more case studies but the book was interesting to read all through. After reading Jay Baers book. How do we respond? It's an easy and informative read filled with meaningful anecdotes from a variety of companies. For instance, I was Amazon's biggest fan. It was an eye-opening experience for many of them. Reviewed in the United States on July 27, 2020. It’s one place every company acknowledges they need to focus, but the recipe for success is ever evolving. By learning how the dissenters view things, it. This book is about modern customer service, how to hug your "haters" and turn the situation around. However, I would prefer to have more cases for each chapter. It is excellent idea to have in the end of the book a brief summary of the book - Bravo for this. Negative reviews are a chance to shine. Rather than black-and-white, Hug Your Haters in many cases presents a well-balanced grey. Refresh and try again. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. It includes specific playbooks … So if you do any sort of professional social media for a living, this is the man you want to read. It includes specific play-books … Although it's already more than a year old, which is like 10 social media years, but it hasn't aged a bit, as it covers strategy rather than tactics. Surprisingly, your allies in this contest are the incensed customers who make the effort to let you know you’ve made them angry – “the haters.” You have reason to hug them. I am very happy did. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on top. Seek out your haters. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. “Hugging your haters is not a cost. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. 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. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. Although it may not be enjoyable to hug your haters, it is imperative for the future of your business that you do this. Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. A couple of years ago, I sat down with a number of business owners and showed them all the different sites I knew about where customers could leave comments. I really appreciated the real examples to give a better understanding on how to react and not react. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. The overall message from this work is that we need to embrace customer complaints in order to better serve people. If you are in a B2C industry dealing with end users, this book could be very helpful. Everyone should read this book! Another in the title-tells-it-all category. By responding to the complaints, you can learn about your customers perceptions. … In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. Really Good Ideas. That’s why I wrote my new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers.The book launches officially on March 1, but if you pre-order one or more copies now at … Globally, businesses spend $500 billion on marketing and just $9 billion on … This can be a huge difference between you and your competitors. It includes … The book that I chose to read and review was “Hug Your Haters” by Jay Baer. It showcases the best practices as well as the mistakes in an interesting read. A couple of years ago, I sat down with a number of business owners and showed them all the different sites I knew about where customers could leave comments. Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. It was an eye-opening experience for many of them. If you’re not already hugging and loving your haters, then I can’t think of a … Hug your haters is different. Be the first to ask a question about Hug Your Haters. Overall a interesting read. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. Hug your haters : how to embrace complaints and keep your customers / Jay Baer. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. Luckily for you — I have five copies of Jay’s book Hug Your Haters to give away. Upset clients can be loyal … The advice is absolutely golden and sets a wonderful policy for responding to online reviews in every channel, every time. Baer referred to the people who complain as haters and stressed the importance of your haters. They desire, expect, and anticipate an answer. The sooner you can uncover them, the faster you’ll be able to patch up those parts of your … Customer service can be impacted through all levels of a company, and across industries. Not an easy book to follow. I completely agree with Baer. Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. WATCH TRAILER. Too often, business owners think they can just ignore the "haters" who leave negative reviews on Yelp, Google, and other social networking sites. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. However, many of them indicated they were too busy to focus on these sites. This book shows the difference between a "hater" and a troll, and makes the case that seeking out and responding with empathy to ALL customer complaints, on all channels, all the time is the best business plan. With the rise of public complaining through social media outlets, Baer notes that complaints are a spectator sport. Customer Service is the New Marketing (Hug Your Haters book review) Using consumer complaints to drive business This month’s article will briefly overview some of the learning’s from a book I recently read by Jay Baer, titled Hug Your Haters… The only book you need to read to get your customer service right. This is an example of a pretty good work couched in a regrettable title. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. Complaints indicate pain points that your business needs to address. The author puts forward some great concepts in this book about responding to customers in a world where customer service is much more public than it was even 5 years ago. If you think you can shy away from negative reviews, fear not, Jay has you covered on the steps you need to take. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. The “on-stage” haters complain to an audience using social media, review … There are so many … It does a good job of summarizing research on customer service while explaining why it is crucial to respond to the negative feedback you get. "Hug your haters" is repeated multiple times throughout the book. A primary differentiator in companies is how they respond to complaints. Overall a interesting read. Hug Your Haters is the first customer service and customer experience book written for the modern, mobile era and is based on proprietary research and more than 70 exclusive interviews. “Let us remember: One book, one pen, one child, and one teacher can change the world.” 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 would recommend this book to anybody who's just starting out in business or marketing. Reviewed in the United States on June 7, 2017. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. But it's far smarter, argues Baer, to address those reviewsafter all, they're the ones who cared enough to say something. It turned out to not be quite as helpful as I was hoping for because it focuses so heavily on for-profit businesses but there are definitely things that are applicable to non-profits too. I spent untold dollars in the Kindle store. It's a fundamental question that will shape our future. In this book on loving those customers who, let’s be honest, kinda annoy you, Jay Baer shows how you can turn your grumpy customers into raging fans. Hug Your Haters, for me, is validation of what I have come to believe over the last few years. If the idea of dealing with haters makes you uncomfortable or customer service isn’t your strong suit, you’ll definitely want to give this book … And we can further damage ourselves, depending on the context of the complaint. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. I hate to say “finally,” because there is a lot more I could say about this book, … Reviewed in the United States on April 10, 2018. Top subscription boxes – right to your door, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, See all details for Hug Your Haters: How to Embrace Complaints and Keep Your Customers, © 1996-2020, Amazon.com, Inc. or its affiliates. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. I agree. I would recommend to anyone who works with social media or handles customer complaints. This book breaks down customers into two groups: off-stage haters (who want resolution) and on-stage haters (who take personal virtue, and like the public nature of a quest to. It separates good service from bad, and I reflect on my own experiences. Another in the title-tells-it-all category. 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. Jay Baer’s new book, Hug Your Haters, reminds me of some valuable advice I received early in my retail career (retail is one of my past lives). Extremely helpful book very well-written, backed by solid research and data. I found the book to be a light read, easily digestible and with lessons that can be translated to many scenarios, improving customer relations across any budget. Much of the content is either blatantly obvious or easily passable. Customer service can be impacted through all levels of a company, and across industries. Reviewed in the United States on December 1, 2019. 3 Steps to Hugging Your Haters. It also analyzes reviews to verify trustworthiness. This terrific book wastes no words and no time, but delivers the goods. Baer has written one of the most important and useful books on customer service for our … Haters’ feedback is an important … I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. Wish ratings were more accurat. Baer walks through how to deal with customers in offline and online channels and turn them into advocates. I found the real-life examples especially useful. Hug Your Haters Book Takeaways. This book provides a good overview of how you should handle your customer reviews, both online and offline. I was taught that a “hater’s” understanding was the truth I had to … Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. Didn’t love, don’t waste your hard earned money. Start by marking “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” as Want to Read: Error rating book. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. Still, Baer makes a good case. One of the reasons I consistently shop on Amazon, is because their return policy is extremely easy and anytime I’ve had an issue, they have resolved it well. If you're looking to better grasp how to actually retain your existing customers, than read this book for actionable advice on what works with a modern approach to customer service. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. Thanks. There are no discussion topics on this book yet. Jay Baer does a fantastic job of laying the groundwork and gives great advice on how to deliver amazing customer experiences both online and offline. This book breaks down customers into two groups: off-stage haters (who want resolution) and on-stage haters (who take personal virtue, and like the public nature of a quest to righteousness). Hug your haters by Jay Baer #cxbookreview I thought this is one of those ‘must-read’ books, because it not only tells you why, but also tells you how you can handle people who dislike your service or … I'm very happy with this read, it's full of examples and handy concepts. I spent untold dollars in the Kindle store. By not responding or responding in the wrong way we are sending messages not only to the complainer, but the spectators. Well researched, thorough and practical. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, they need to strongly reconsider. Hug Your Haters How to Embrace Complaints and Keep Your Customers Jay Baer Based on proprietary research and more … Many people believe they are just a nuisance; however, Bear proves otherwise. This can be a huge difference between you and your competitors. I've never thought about how important it is, to businesses that care, for me to let them know when things are wrong so they can be fixed. 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 loved that it included actual research and data. It is a form of customer advocacy—you show that the customers matter to you. After reading this book, I now feel more like making complaints (in nice ways) to businesses. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. I like the ideas and figures in this book. I despise the term "guru," only because it is an often self-imposed and misappropriated title. Still, Baer makes a good case. Jay Baer’s new book, Hug Your Haters, reminds me of some valuable advice I received early in my retail career (retail is one of my past lives). Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. Many might hesitate to pick up this work as the word 'hug' has a touchy-feely connotation that may be off putting for some professionals. Let us know what’s wrong with this preview of, Published For people that exist in the world, and people that are making the digital world exist (digital and social media marketers). 1. Every business owner needs to read this book. Baer referred to the people who complain as haters and stressed the importance of your haters. With the influential authorship of the internet, and the convenience of smart phones, customer voices are louder than ever. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. Your recently viewed items and featured recommendations, Select the department you want to search in, Reviewed in the United States on April 30, 2019. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. I've always been a "meh" complainer and much more likely to just stop buying the product. Absolute Must Read for Every Business Owner! I came across this book while looking for a read on customer service, a topic I haven't touched on for a long time, since 'The Customer Service Survival Kit' by Richard S. Gallagher which I read five years ago. After reading this book, I now feel more like making complaints (in nice ways) to businesses. You'll feel like you've read the entire book! There are so useful moments in the book, and speed-reading it is what I recommend in … But what Hug Your Haters provides is hard numbers on why providing good customer service is good business. I agree. Haters aren’t your problem … ignoring them is. He emphasizes how businesses should not turn away but rather should listen to why they are complaining because of how important customer service is becoming nowadays. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. As a read I felt it could have been condensed a little more. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. One of the most informative books on customer service to date because it's based on a healthy mix of Mr. Baer's experience as a marketing consultant, the accounts of various businesses across industries and research conducted by a third party firm. really enjoy reading this book, very well written, but not many new insight about customer complaint, at the first time i see the cover and title i hope this book solving my cafe problem about how to decrease complaint. 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