There's a problem loading this menu right now. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. Absolute Must Read for Every Business Owner! Reviewed in the United States on July 3, 2019. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. Removing this book will also remove your associated ratings, reviews, and reading sessions. Reviewed in the United States on July 27, 2020. Ignoring them is. This book is about modern customer service, how to hug your "haters" and turn the situation around. 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 … The “on-stage” haters complain to an audience using social media, review sites, discussion boards and don’t necessarily … Concerning businesses, 80% believe that they provide superlative customer service. It is a form of customer advocacy—you show that the customers matter to you. 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 was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. Sorry author. . Instead of ignoring complaining customers, your business can become stronger by listening to those customers. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. A primary differentiator in companies is how they respond to complaints. . Negative reviews are a chance to shine. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. Hug Your Haters teaches you who complains, why they complain, and how to capitalize on those complaints. Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. Wish ratings were more accurat. 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. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. We all have haters. But the rise of customer complaints is … 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. Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. 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. Another in the title-tells-it-all category. Extremely helpful book very well-written, backed by solid research and data. Everyone should read this book! 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. 1. I would like to see more cases shared from origination through resolution to emphasize the points. Seek out your haters. Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. If that’s what they believe, that’s what I need to accept. It separates good service from bad, and I reflect on my own experiences. I am very happy did. Haters aren’t your problem … ignoring them is. 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. Although the key data is from 2015, I believe is more than relevant this day as well. Every business owner needs to read this book. Upset clients can be loyal clients if you can turn them around. Not an easy book to follow. Excellent book on answering the complaints about your organization. Hug Your Haters will walk you through real examples of businesses who leveraged reviews (even negative ones) to successfully grow their businesses. 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). 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. 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. This book is about. The advice is absolutely golden and sets a wonderful policy for responding to online reviews in every channel, every time. please sign up Haters are not your problem. I spent untold dollars in the Kindle store. Many people believe they are just a nuisance; however, Bear proves otherwise. I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. You'll feel like you've read the entire book! Instead of ignoring complaining customers, your business can become stronger by listening to those customers. You can still see all customer reviews for the product. Baer referred to the people who complain as haters and stressed the importance of your haters. I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. If that’s what they believe, that’s what I need to accept. Leave no complaint … Hug Your Haters - How to Embrace Complaints and Keep Your Customers Haters aren’t your problem … ignoring them is. It is excellent idea to have in the end of the book a brief summary of the book - Bravo for this. It includes specific play?books and formulas as well as a fold-out poster of ?the Hatrix,? He got information about quite a few things such as the percentage of online and offline complaints, and their age. Find helpful customer reviews and review ratings for Hug Your Haters at Amazon.com. How do we respond? Hug Your Haters—The Book You Didn’t Know You Needed to Read. 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. Anyone who has customers needs to read this book! 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. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). I like the ideas and figures in this book. Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. 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). Overall a interesting read. 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. Reviewed in the United States on April 10, 2018. This can be a huge difference between you and your competitors. "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. 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. . The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. If you buy using that link, I will receive a small commission from the sale. AND for one lucky winner — I have a pair of Hug Your Hater … Baer has written one of the most important and useful books on customer service for our current age. Although the key data is from 2015, I believe is more than relevant this day as well. Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. On the contrary, when I deal with a business who offers terrible customer service, I do not return. Why Hugging Your Haters Makes Business Sense. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. The book basically tells you to always respond to all negative comments and do it with empathy. 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. If thats what they believe, that. It also analyzes reviews to verify trustworthiness. But the consequences of not doing are even more daunting. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, they need to strongly reconsider. It separates good service from bad, and I reflect on my own experiences. Still, Baer makes a good case. Read honest and unbiased product reviews from our users. They desire, expect, and anticipate an answer. I loved that it included actual research and data. 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. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. The most practical, non-bullshit CS book I've read in years. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. This page works best with JavaScript. 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 – Book Review. Still, Baer makes a good case. Hug Your Haters Book Takeaways. 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. Reviewed in the United States on December 1, 2019. Go figure. With this, Baer delivers two key action plans for each type of hater … There are so many books to read and yet so little time. Thanks. However, I would prefer to have more cases for each chapter. 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. 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. Quite a few. To see what your friends thought of this book, Hug Your Haters: Embrace Complaints and Keep Your Customers. It will never cost you any more. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. I completely agree with Baer. Luckily for you — I have five copies of Jay’s book Hug Your Haters to give away. The most practical, non-bullshit CS book I've read in years. This post contains affiliate links you can use to purchase products. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. which summarizes the best strate?gies for … Read summary of Hug Your Haters by Jay Baer. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. It is a form of customer advocacyyou show that the customers matter to you. 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. 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