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Hug Your Haters: How to Embrace Complaints and Keep Your Customers

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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

Publisher ‏ : ‎ Portfolio; Illustrated edition (March 1, 2016)


Language ‏ : ‎ English


Hardcover ‏ : ‎ 240 pages


ISBN-10 ‏ : ‎ 1101980672


ISBN-13 ‏ : ‎ 75


Item Weight ‏ : ‎ 15 ounces


Dimensions ‏ : ‎ 6.25 x 0.82 x 9.27 inches


Best Sellers Rank: #196,921 in Books (See Top 100 in Books) #127 in Customer Relations (Books) #175 in Marketing & Consumer Behavior #763 in Marketing (Books)


#127 in Customer Relations (Books):


#175 in Marketing & Consumer Behavior:


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Top Amazon Reviews

    • Author practices what he preaches
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. ... show more
Reviewed in the United States on February 7, 2023 by Amazon Customer
    • How correctly responding to complaints increases profitability.
The media could not be loaded. 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. ... show more
Reviewed in the United States on March 1, 2016 by Douglas Burdett
    • Great message and case studies
Jay Baer encourages to make a review in his book, so though I usually don’t do so, I thought it’s worth doing. Initially I wanted to put just one star but then changed my mind and decided to put 4. So I will start with criticism explaining why I wanted to put only 1 and then I will explain what has made to put 3 additional starts. So the problem of this book is though everything is very much reasonable and makes sense (which gives the first star), at least 60% of the material is either self-evident or clear pretty much to everyone who read some classic internet-marketing books (for example “New rules of Marketing and PR” by D.M. Scott). Basically it boils down to the formula – “answer everyone, accept the criticism, apologize, analyze and improve”, something which was clear at least 5 years ago. Funny enough Baer writes that he had some assumptions, made some research and found out that the assumptions had been erroneous. It would be very interesting to have the list of the assumptions he had and the outcomes of the research to compare. Unfortunately, this information is missing in the book. The only assumption mentioned was that the so-called “on-stage haters” (those who make claim publicly not let’s say via e-mail) would require immediate response, but the research proved Baer wrong. To my mind that was evidently wrong assumption, because as Baer correctly wrote in other Chapter, they mostly want publicity not the solution, so obviously they don’t require fast answer. So that’s was basically the reason why I wanted to put just one star. And here are the 3 reasons to give more stars. The second star is given for wonderful case studies which are abundant in this book. Out of many I will provide just one, but maybe the most fascinating. Erin Pepper, the director of marketing and guest relations at Le Pain Quotidien (LPQ), a chain of bakery-cafes, does the following when she faces criticism online. Not only she accepts and apologizes but she also sends a private message with the message like “Sir, quite frankly, you find our problems which other customers don’t. Let us kindly load funds to your LPQ card. And should you find some time, please visit our different cafes and complete short online survey, because you see things the others don’t”. Isn’t it an amazing case of turning hater to the advocate? How would you feel if you got such an offer? And this is not the only useful case. So a deserved second star. Having observed my notes, I was not able to find out the one reason for the third star (may it was for formulas of handling “offstage haters”, maybe for the rule of 2 answers) but surely, it was an important reason! Finally, and the most important which gives the 4th star. In every passage the book explains that customer service can be a crucial advantage to your business. Yes, we all have been taught that the customer is the key, but I was thinking whether there is a least one company which has perfect customer service to mind (for me as customer) and I wasn’t able to find any. I asked 10 friends – same reply. Jay Baer perfectly explains why “outloving” your customers is so important and why does it make such a big difference with the customers. Sometimes we think of starting new business and understand that everybody does the same and it’s hard to differentiate. Baer explains that in fact it’s not. No matter what you do you can outlove your clients and differentiate. Thanks Mr Baer. A bit more specific things, cases and a bit less well-known things and the second edition will be worth 5 stars! ... show more
Reviewed in the United States on August 17, 2016 by Pavel Shkapenko

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