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At a glance
- Condition
- New
- Dimensions
- 6.26 x 0.83 x 9.25 in
- Weight
- 14.8 oz
- Publisher
- Portfolio
- Publication date
- March 1, 2016
- Edition
- Illustrated
- Language
- English
Description
Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near- universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations: ·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers. ·Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation. 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. 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 book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity. Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes. Read more
Specs 9
| Publisher | Portfolio |
|---|---|
| Publication date | March 1, 2016 |
| Edition | Illustrated |
| Language | English |
| Print length | 240 pages |
| ISBN-10 | 1101980672 |
| ISBN-13 | 75 |
| Item Weight | 14.8 ounces |
| Dimensions | 6.26 x 0.83 x 9.25 inches |
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Top Amazon Reviews
Author practices what he preaches
Format: Hardcover
The book gives a lot of good insight about dealing with customer complaints. Some of the data is a little dated because it was written in 2015 and technology moves so fast now but the message itself still holds up. But I want to specifically point out the author. I was writing a paper for a marketing class and was trying to find some updated statistics. I emailed Jay to see if he had any more applicable research that I could use. Within 5 minutes, he emailed me back with a new study he did in 2022. A principle he points out in the book is to respond to all customers in a timely manner. It wows the customer and creates advocates when providing superior customer service. I was so taken back by the gesture that I had to write a review. Long story short, this is a good read for someone looking to hone their customer service skills. The author has good insight and really knows what he is talking about.
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Reviewed in the United States on February 7, 2023 by Amazon Customer
Pleasantly surprised how much I enjoyed reading this!
Format: Hardcover
A friend recommended this book to me and for some reason (I have no clue why) I was not expecting it to be anything spectacular. I guess I considered the concept to be more or less common sense? I just finished reading the book from front to back and I have to admit, I am impressed. When I received the book, I flipped through and started reading paragraphs here and there. I was truly interested and shocked at how little I actually understood as far as the where, why and who complains! The book is very well written and easy to follow. I had no clue there was so much to learn about complaints and how, when and where to handle them! I am so glad I picked-up this book and plan on reading Youtility by Jay Baer next, he knows customers and helped me understand how to handle all customers (not just the haters) and what to expect in the future. The website is extremely helpful as well.
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Reviewed in the United States on September 7, 2016 by Amazon Customer
Make sure to hug your haters
Format: Hardcover
The book that I chose to read and review was “Hug Your Haters” by Jay Baer. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Baer referred to the people who complain as haters and stressed the importance of your haters. Many people believe they are just a nuisance; however, Bear proves otherwise. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). 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. I completely agree with Baer. 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. 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. On the contrary, when I deal with a business who offers terrible customer service, I do not return. Baer included a quote from George Klein, who is the CEO of Peopleocity. 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). I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. Baer broke up his book into three informal sections, how a business should embrace and respond to complaints, the types of haters, and customer service. In parts of the book, Baer, discussed how to embrace the haters complaints. He talked about how answering complaints increases customer advocacy across all customer service channels. The example he included was KLM Royal Dutch Airlines. They have 150 employees answering and addressing questions and complaints 24/7, in order to try and answer everything that they can for their customers. However, Baer does talk about how there a five obstacles when it comes to tying to respond to customer complaints. The two biggest that he hit on the most was that there was too much feedback on too many channels and that people are offended by the feedback. Nowadays, with so many different social media platforms, it is so difficult for businesses to keep up with the amount of comments that they receive. However, doing your best to answer these complaints helps turn bad news to good and differentiates you from your competition, as some businesses are unable to provide answers. The next part of the book focused on what Baer created to differentiate the two types of haters. He called them offstage and onstage haters. He writes that offstage haters are the types of people who complain in private, on the phone, or over email. They are slightly older people who are less social media savvy and complain on a less frequent basis. On the other hand, onstage haters complain in public venues such as on social media, review sites, and discussion boards. These are your younger and more technologically savvy haters who complain much more often. Even though I am a younger person, I would consider myself to be an offstage hater because most of my complaints are through email. I do not like to complain publicly. Finally, Baer ties everything together with explaining customer service and how it is so important to a business's success. Baer stated, “The best opportunity to grow your business with customer service is to engage with on stage haters” (Baer 70). Onstage haters are on the rise, especially in businesses such as Microsoft and Xbox, where disputes are handled over Twitter. More offstage haters are becoming onstage haters and I completely agree. I am on Twitter all the time and I constantly see people complaining about the service or product of a company. Overall, I enjoyed reading Hug Your Haters. I believe that it has many strengths while having few, if any, weaknesses that I think should be improved. I really like how Baer organized and presented the information in the book. There were lots of graphics and statistics throughout the book that back his claims and he had excellent ideas that he had examples of how they had been successful in the real world. I also thought that another strength of the book was how Baer included notable and established people in his book. I mentioned about George Klein, the CEO of Peoplocity. He, among others, were able to offer ideas that Baer didn’t and also back Baer’s points as well. The only part of the book that I thought could be improved is to create a stronger person connection to the reader. Throughout the book, it was mainly focused on business dealing with complaints, but I felt Baer could have done a better job of connecting it to the individual reader. I would still recommend this book to anyone who is currently operating a business or considering starting up their own. I found out so many useful tips about how to deal with haters and turn complaints into positives that will improve a business.
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Reviewed in the United States on December 2, 2019 by Bobby
this book is a wonderfully educational supplement to the learnings from the day-to-day interacting ...
Format: Hardcover
As a recent graduate who has just delved into the world of social community management one of the largest Casual Dining restaurant chains in The States, this book is a wonderfully educational supplement to the learnings from the day-to-day interacting as the brand online. Filled with informative and often amusing anecdotes, Baer's well-written dialogue will remind any marketing professional, especially those in the field of social, just how important their job is in maintaining a positive brand image as expectations rise for online resolution of issues. 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.
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Reviewed in the United States on October 18, 2016 by Justin Schwartz
How correctly responding to complaints increases profitability.
Format: Hardcover
Hi I’m Douglas Burdett, host of The Marketing Book Podcast and I’d like to tell you about the book “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” by Jay Baer. 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.
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Reviewed in the United States on March 1, 2016 by Douglas Burdett
Mostly about online engagement stories
Format: Hardcover
Majority of this book is about dealing with people online. If you’re really serious about this, I would get “how to win, friends and influence people” by Dale Carnegie.
Reviewed in the United States on August 29, 2026 by Reviewer
Anyone who has customers needs to read this book!
Format: Hardcover
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. I am very happy did. 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.
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Reviewed in the United States on April 10, 2018 by Conan H Venus
Finally a reason to write my first review. A book for everyone serving customers on digital channels.
Format: Hardcover
I read tons of books on social media ...TONS. But this book is valuable. I bought a hard bound version, Kindle and Audible. Why? Because I want to ingrain the insights into my social management being. Jay Baer has done the research and communicates the how and the why clearly. So clearly that I can share this info. with any C-suite exec. and help them understand that doing the right thing for our audience also has a great impact on the reputation of the business. Plus, it empowers social media practitioners with a way to handle even the most difficult haters. This is my first Amazon review and I am using it to encourage anyone involved with digital, social or customer service to get several copies. One for you and more to share with your peers and your boss.
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Reviewed in the United States on March 5, 2016 by Kenneth B Moffitt