Hug Your Haters

How to Embrace Complaints and Keep Your Customers

By: Jay Baer

Narrated by: Jay Baer

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

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.

practial

he uses reinforce all the data that he has acquired and institutes all of this into a great practical approach

Learn more.

A great read to understand customer service in a on-demand world and the lessons to be learned from those customers.

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.