Hug Your Haters was written by Jay Baer, who worked with an analytics firm to gather data to prove the benefits of embracing complaints as opposed to ignoring them. Your recently viewed items and featured recommendations, Select the department you want to search in, Reviewed in the United States on April 30, 2019. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. Not only does this lessen the sting of a poor experience for the customer, but it gives the … 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 am very happy did. This page works best with JavaScript. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. I found the real-life examples especially useful. If it feels like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, you’re right. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. Another in the title-tells-it-all category. Home > Book Reviews > Hug Your Haters – Book Review. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. If it feels like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, you’re right. I loved that it included actual research and data. please sign up The advice is absolutely golden and sets a wonderful policy for responding to online reviews in every channel, every time. I found. I despise the term "guru," only because it is an often self-imposed and misappropriated title. 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. "The KEY SUMMARY to Hug Your Haters by Jay Baer" This summary will help you cut the fluff and get right into the key messages of the book. 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). Hug Your Haters—The Book You Didn’t Know You Needed to Read. I really appreciated the real examples to give a better understanding on how to react and not react. It doesn't end with the one hater, though. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. Hug Your Haters will walk you through real examples of businesses who leveraged reviews (even negative ones) to successfully grow their businesses. I despise the term "guru," only because it is an often self-imposed and misappropriated title. Baer referred to the people who complain as haters and stressed the importance of your haters. I completely agree with Baer. It will never cost you any more. How do we respond? But the rise of customer complaints is actually an enormous opportunity. 3 Steps to Hugging Your Haters. 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. I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. Baer referred to the people who complain as haters and stressed the importance of your haters. Overall a interesting read. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. 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 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. 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. So many examples in the text include the customer's post (usually complaint) and the company's response with the author's feedback on whether it was good or bad. Why Hugging Your Haters Makes Business Sense. Hug Your Haters teaches you who complains, why they complain, and how to capitalize on those complaints. 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. And the book is built on a solid foundation of data that Jay collected in collaboration with Edison Research. Although the key data is from 2015, I believe is more than relevant this day as well. Although it may not be. . For instance, I was Amazon's biggest fan. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. Leave no complaint … Reviewed in the United States on July 27, 2020. Overall a interesting read. Luckily for you — I have five copies of Jay’s book Hug Your Haters to give away. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. Reviewed in the United States on December 17, 2018. It includes specific play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies for different situations. Absolute Must Read for Every Business Owner! The book that I chose to read and review was “Hug Your Haters” by Jay Baer. But the consequences of not doing are even more daunting. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. 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. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). You can love your customers, but how about hugging your haters? This book is about. Removing this book will also remove your associated ratings, reviews, and reading sessions. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Bianca Smith March 12, 2016 Book Reviews. Although the key data is from 2015, I believe is more than relevant this day as well. The days of bringing out your fine china when the food critic comes for dinner are long gone… now, with online reviews, every customer way an internet connection is a critic with a voice. This can be a huge difference between you and your competitors. Hug Your Haters: Embrace Complaints and Keep Your Customers. AND for one lucky winner — I have a pair of Hug Your Hater … The book basically tells you to always respond to all negative comments and do it with empathy. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time. Baer has written one of the most important and useful books on customer service for our current age. If that’s what they believe, that’s what I need to accept. I would like to see more cases shared from origination through resolution to emphasize the points. A primary differentiator in companies is how they respond to complaints. Reviewed in the United States on July 3, 2019. It separates good service from bad, and I reflect on my own experiences. It's a fundamental question that will shape our future. Another in the title-tells-it-all category. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. So if you do any sort of professional social media for a living, this is the man you want to. It is a form of customer advocacy—you show that the customers matter to you. 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. Seek out your haters. You shouldn’t wait for your less-than-satisfied customers to come to you. It is excellent idea to have in the end of the book a brief summary of the book - Bravo for this. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … Now, while that may seem like a terrible thing to do on the surface, the point is she was simply going to encourage and involve her customers in the process of helping them get better – … October 20, 2016; 0 comments; It’s been a while since I made any book reviews, and not because I don’t read as much as I used to, but simply because I wasn’t impressed enough by what I read this year to write about it. Excellent book on answering the complaints about your organization. Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. In Hug Your Haters he relates a story of a marketing officer who claimed that her number one current objective was to triple negative reviews. Reviewed in the United States on December 1, 2019. Negative reviews are a chance to shine. This can be a huge difference between you and your competitors. Haters are not your problem. Baer has written one of the most important and useful books on customer service for our current age. Baer referred to the people who complain as haters and stressed the importance of your haters. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. 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. There are so many books to read and yet so little time. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, they need to strongly reconsider. I loved that it included actual research and data. The text does tend to be repetitive, which is a useful tool in emphasizing a point but can make it difficult to plow through at times. . . Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. WATCH TRAILER. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on top. Your business improves in four ways when you hug your haters. With this, Baer delivers two key action plans for each type of hater … The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. Reviewed in the United States on June 7, 2017. They desire, expect, and anticipate an answer. It describes two main group of haters: offstage (phone and e-mail) and onstage (social media, review sites and forums) and the diffrences between the both. Thanks. Sorry author. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. 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. Read honest and unbiased product reviews from our users. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. We all have haters. The near-universal adoption of … I spent untold dollars in the Kindle store. 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. If you are in a B2C industry dealing with end users, this book could be very helpful. Hug Your Haters – Book Review. By responding to the complaints, you can learn about your customer’s perceptions. Haters aren’t your problem … ignoring them is. Anyone who has customers needs to read this book! Still, Baer makes a good case. I plan to purchase additional and send to some accounts. Not an easy book to follow. The “on-stage” haters complain to an audience using social media, review sites, discussion boards and don’t necessarily … To see what your friends thought of this book, That alone is a good reason to hug those haters on social media, review sites, and discussion boards. Lesson Three: Always answer your online reviews. Still, Baer makes a good case. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on. In a recent webinar featuring Jay Baer (founder, author, strategist, and keynote speaker on all things marketing and customer service) he shared insight into how to manage your business’ online reputation. On the contrary, when I deal with a business who offers terrible customer service, I do not return. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. He stated, “Nothing ever gets better when you don’t address it, and yet in this day and age we still see businesses that don’t respond” (Klein 4). Concerning businesses, 80% believe that they provide superlative customer service. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. "Hug Your Haters" brings in several examples of brands who experience frustrated onstage and offstage customers by working with Edison research to test the correlation between customer advocacy and frequency of responses. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. "Hug your haters" is repeated multiple times throughout the book. 2. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. Every business owner needs to read this book. Last year, Buzzfeed culture writer Anne Helen Petersen struck a chord with her viral article “How Millennials Became the Burnout Generation.”... 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). These blinks explain why it pays to listen and respond to negative reviews and how you can turn your crabbiest customers into your biggest fans. There's a problem loading this menu right now. If you buy using that link, I will receive a small commission from the sale. The most practical, non-bullshit CS book I've read in years. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. If thats what they believe, that. Hug Your Haters Book Takeaways. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. But the rise of customer complaints is … The sooner you can uncover them, the faster you’ll be able to patch up those parts of your business. Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. This book is about modern customer service, how to hug your "haters" and turn the situation around. Go figure. Rather than black-and-white, Hug Your Haters in many cases presents a well-balanced grey. which summarizes the best strate?gies for … Chrissane’s Favorite Customer Service Story In March, 2014, Maximize Digital Media emerged after combining MSBLocal – the company Craig Hosking and I had created in 2009 … 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. It also analyzes reviews to verify trustworthiness. I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. Read summary of Hug Your Haters by Jay Baer. Fewer examples but seeing how the final resolution played out, and especially seeing how that affected the company's reputation and profit, would be a great addition/alteration to this book. . Baer included a quote from George Klein, who is the CEO of Peopleocity. Extremely helpful book very well-written, backed by solid research and data. Hug Your Haters, for me, is validation of what I have come to believe over the last few years. The most practical, non-bullshit CS book I've read in years. Complaints indicate pain points that your business needs to address. After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. 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 owned. Hug Your Haters - How to Embrace Complaints and Keep Your Customers Haters aren’t your problem … ignoring them is. Disabling it will result in some disabled or missing features. After reading this book, I now feel more like making complaints (in nice ways) to businesses. This post contains affiliate links you can use to purchase products. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. Everyone should read this book! I was taught that a haters understanding was the truth I had to work with regardless of the facts. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. 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. Quite a few. So, do not wait; read it! Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. Reviewed in the United States on December 28, 2017. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. 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). These blinks explain why it pays to listen and respond to negative reviews and how you can turn your crabbiest customers into your biggest fans. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. 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. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. It separates good service from bad, and I reflect on my own experiences. A primary differentiator in companies is how they respond to complaints. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. Wish ratings were more accurat. You can still see all customer reviews for the product. You'll feel like you've read the entire book! Haters aren’t your problem … ignoring them is. It includes specific play?books and formulas as well as a fold-out poster of ?the Hatrix,? However, I would prefer to have more cases for each chapter. One awful experience, and it was all over. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. He got information about quite a few things such as the percentage of online and offline complaints, and their age. 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. If that’s what they believe, that’s what I need to accept. I like the ideas and figures in this book. 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. Ignoring them is. Hug Your Haters: How to Turn Bad Reviews into Your Competitive Advantage Webinar. Many people believe they are just a nuisance; however, Bear proves otherwise. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. Really Good Ideas I hate to say “finally,” because there is a lot more I could say about this book, but finally for today, Hug Your Haters is a must read because it presents some really good points and some really good … For instance, I was Amazon's biggest fan. Find helpful customer reviews and review ratings for Hug Your Haters at Amazon.com. Upset clients can be loyal clients if you can turn them around. 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. 1. In his book entitled “Hug Your Haters” he illustrates various ways actual business owners have used negative reviews to fortify their customer service and at the same time take the opportunity to discover flaws in their own business systems. Haters’ feedback is an important asset in this battle. Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. So if you do any sort of professional social media for a living, this is the man you want to read. Benefit 1: Turning Bad News Good At its core, the most important reason to answer complaints and hug your haters is that it at least gives you a chance to recover and retain an unhappy customer. Reviewed in the United States on April 10, 2018. I learned a lot about the onstage and offstage haters and the importance of replying to any and all feedback. It is a form of customer advocacyyou show that the customers matter to you. Didn’t love, don’t waste your hard earned money. 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. Key data is from 2015, I believe is more than relevant this day as well companies choose ignore... 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