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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
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
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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.
This book gave me (and my clients) a whole new perspective on customer complaints, how to value them and how to respond to them. It also made me realize that how we respond to and interact with our consumers on social is far more important than the fluffy marketing post that we spend so much time trying to develop.
So, before you pick up any more "how to win in social media" books, do yourself a favor and read this book. You will not regret it.
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.
Do you feel like you’re getting more complaints from customers these days? You might be, even if you run a tight ship. That’s because technology, particularly social media, has evaporated the barriers of complaint. And while 80 percent of businesses think they deliver “superior” customer service, only 8 percent of customers agree.
So while it’s human nature to want to ignore customer complaints or wish that they would go away, “Hug Your Haters” explains why you actually want to encourage complaints – of any kind. Sort of like driving on ice and steering into a skid to regain control of your car, it may seem counterintuitive to want to seek out customer complaints, but that’s where the money is.
Jay Baer explains that “haters are the canary in the coal mine.” 95% of unhapppy customers will not complain. They will just go away. But that five percent of your unhappy customers who do care enough to complain give you a roadmap for how to fix whatever ails your business and increase your customer retention. And a five percent increase in customer retention boosts profits by 25 to 85 percent.
In Hug Your Haters, Jay Baer’s research has shown that by properly answering every complaint, in every channel, every time, you not only will increase customer loyalty and word of mouth, but you will also find a valuable source of real time feedback to dramatically improve your company’s competitiveness and profitability.
The book has lots of examples of businesses of all size who have adopted this approach and who are handsomely profiting because of it. Customer service is more complicated than ever, but the formula for success is achievable and is contained in “Hug Your Haters.”
And, to listen to an interview with Jay Baer about "Hug Your Haters," visit MarketingBookPodcast.com.