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Hug Your Haters: How to Embrace Complaints and Keep Your Customers Hardcover – March 1, 2016
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One of 2016's top 3 marketing books: Strategy+Business Magazine
“Customer service is the new marketing. You need to buy this book if you care about your customers and your business.”
—Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook
“This is a landmark book in the history of customer service.”
—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0
“If you need to decrypt customer service, you NEED to read Hug Your Haters. Baer gives you a better map to success than anyone else.”
—Chris Brogan, CEO of Owner Media Group
“Hug Your Haters is one of the most profound books a business can read today. Baer is one of the foremost experts on customer experience”
—John R. DiJulius III, author of The Customer Service Revolution
“When customers complain, they aren't just being negative - they're giving you fascinating insights and inspiration about your brand. Hug Your Haters reveals why detractors can become your most valuable customers.”
—Sally Hogshead, author of Fascinate and How the World Sees You
“Jay Baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints.”
—Steve Curtin, author of Delight Your Customers
“Jay provides strategies that are easy to understand and can be immediately implemented.”
—Jeffrey Gitomer, author of Customer Satisfaction is Worthless, Customer Loyalty is Priceless
“Finally a book with steps to get even the toughest critics on your side!”
—Jeffrey Hayzlett, primetime TV & radio host, keynote speaker, best-selling author and global business celebrity
About the Author
Jay Baer is the president of Convince & Convert, an online customer service and digital marketing consultancy and media company. He is the author of five books, including the New York Times bestseller Youtility. He contributes articles to Inc., Entrepreneur, and Forbes.com; writes the world’s #1 content marketing blog; and hosts several award-winning podcasts. He lives in Bloomington, Indiana, with his family.
Top customer reviews
Who cared if the tribal knowledge, the warmth and the local support that customers really craved was replaced by impersonal call centers, even automated bots in some cases? Except for the occasional companies like Zappos or Warby-Parker who get it, customer service is basically dead in this country. Haters are often just frustrated consumers who have legitimate gripes about your products or services.
Haters are doing you a favor by giving you the OPPORTUNITY to make it right. Jay Baer makes this point very eloquently. Let's embrace complaints and keep our customers. After all - "net new" customers are many times more expensive to get than keeping satisfied customers. Who knows? You might even exceed their expectations and create a lucrative new business segment! Right, Uber? If you don't keep the customer services levels up, though, someone will take your haters from you and hug them harder. ;)
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.
I wish that more brands & businesses would just embrace this type of mindset when it comes to customer support. At all my companies, I encourage everyone to refer to customer support as 'customer happiness.' Now while this little switch might sound simple & little, the fact is that it can reap big rewards when used in your business.
Don't ever discount your audience & their ability to become your most loyal brand advocates. Some of the things you'll pick up in this book...
- 5 Benefits of Hater Hugging
- Why Customer Service is Not Just a Spectator Sport
- The Playbook For Hugging Your Haters “HOURS"
Grab yourself a copy & starting giving out more hugs today!
- Kyle, Chief Experiment Officer
Not really nitpicking here but it's disappointing that a very important piece of the book is missing....
Reading this book will absolutely provide you with valuable insights and statistics that can help to inform your brand strategy, especially if you are part of a fledgling team-- had I played a role in building my team and dictating the dynamics of our relation to Guest Services, this would be an absolute gold mine.
I have recommended this book to anyone who asks about what it's like to be a Social Community Manager, and to anyone looking to better understand the growing importance of social media. I highly recomend.