You can still see all customer reviews for the product. 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. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I've never thought about how important it is, to businesses that care, for me to let them know when things are wrong so they can be fixed. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … Hug Your Haters - How to Embrace Complaints and Keep Your Customers Haters aren’t your problem … ignoring them is. 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. Negative reviews are a chance to shine. If you are in a B2C industry dealing with end users, this book could be very helpful. Haters’ feedback is an important asset in this battle. Haters are not your problem. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). Reviewed in the United States on December 17, 2018. Didn’t love, don’t waste your hard earned money. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. It is a form of customer advocacyyou show that the customers matter to you. . Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. 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). It turned out to not be quite as helpful as I was hoping for because it focuses so heavily on for-profit businesses but there are definitely things that are applicable to non-profits too. 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. I completely agree with Baer. It separates good service from bad, and I reflect on my own experiences. Why Hugging Your Haters Makes Business Sense. Not only does this lessen the sting of a poor experience for the customer, but it gives the … Extremely helpful book very well-written, backed by solid research and data. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. It will never cost you any more. I like the ideas and figures in this book. 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. The advice is absolutely golden and sets a wonderful policy for responding to online reviews in every channel, every time. . Baer has written one of the most important and useful books on customer service for our current age. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. I despise the term "guru," only because it is an often self-imposed and misappropriated title. The most practical, non-bullshit CS book I've read in years. Another in the title-tells-it-all category. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. Upset clients can be loyal clients if you can turn them around. If that’s what they believe, that’s what I need to accept. 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. 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. How do we respond? 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). For instance, I was Amazon's biggest fan. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. 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. Still, Baer makes a good case. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. It doesn't end with the one hater, though. You'll feel like you've read the entire 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 Richard S. Gallagher which I read five years ago. 2. Baer referred to the people who complain as haters and stressed the importance of your haters. Lesson Three: Always answer your online reviews. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time. 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. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. It is a form of customer advocacy—you show that the customers matter to you. After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. Last year, Buzzfeed culture writer Anne Helen Petersen struck a chord with her viral article “How Millennials Became the Burnout Generation.”... Jay Baers 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). This book is about modern customer service, how to hug your "haters" and turn the situation around. The “on-stage” haters complain to an audience using social media, review sites, discussion boards and don’t necessarily … Wish ratings were more accurat. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. I found the real-life examples especially useful. It is excellent idea to have in the end of the book a brief summary of the book - Bravo for this. Luckily for you — I have five copies of Jay’s book Hug Your Haters to give away. 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. It includes specific play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies for different situations. I really appreciated the real examples to give a better understanding on how to react and not react. Hug Your Haters, for me, is validation of what I have come to believe over the last few years. To see what your friends thought of this book, 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. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. I loved that it included actual research and data. Hug Your Haters: Embrace Complaints and Keep Your Customers. There's a problem loading this menu right now. I despise the term "guru," only because it is an often self-imposed and misappropriated title. 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. However, I would prefer to have more cases for each chapter. So if you do any sort of professional social media for a living, this is the man you want to. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. Overall a interesting read. 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. Haters aren’t your problem … ignoring them is. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. 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. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. Overall a interesting read. Reviewed in the United States on December 28, 2017. It's a fundamental question that will shape our future. Haters aren’t your problem … ignoring them is. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, they need to strongly reconsider. Find helpful customer reviews and review ratings for Hug Your Haters at Amazon.com. Hug Your Haters was written by Jay Baer, who worked with an analytics firm to gather data to prove the benefits of embracing complaints as opposed to ignoring them. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. 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. Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. Rather than black-and-white, Hug Your Haters in many cases presents a well-balanced grey. Not an easy book to follow. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. "Hug your haters" is repeated multiple times throughout the book. Although the key data is from 2015, I believe is more than relevant this day as well. Ignoring them is. Thanks. Really Good Ideas I hate to say “finally,” because there is a lot more I could say about this book, but finally for today, Hug Your Haters is a must read because it presents some really good points and some really good … Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. It turned out to not be quite as helpful as I was hoping for because it focuses so heavily on for-profit businesses but there are definitely things that are applicable to non-profits too. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. Hug Your Haters will walk you through real examples of businesses who leveraged reviews (even negative ones) to successfully grow their businesses. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. So, do not wait; read it! Sorry author. He got information about quite a few things such as the percentage of online and offline complaints, and their age. On the contrary, when I deal with a business who offers terrible customer service, I do not return. Anyone who has customers needs to read this book! A primary differentiator in companies is how they respond to complaints. I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. This can be a huge difference between you and your competitors. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. That alone is a good reason to hug those haters on social media, review sites, and discussion boards. Hug Your Haters teaches you who complains, why they complain, and how to capitalize on those complaints. I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. This page works best with JavaScript. Excellent book on answering the complaints about your organization. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. Reviewed in the United States on July 27, 2020. Baer has written one of the most important and useful books on customer service for our current age. With this, Baer delivers two key action plans for each type of hater … But the consequences of not doing are even more daunting. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. If you buy using that link, I will receive a small commission from the sale. The author puts forward some great concepts in this book about responding to customers in a world where customer service is much more public than it was even 5 years ago. Home > Book Reviews > Hug Your Haters – Book Review. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on top. . Many people believe they are just a nuisance; however, Bear proves otherwise. I plan to purchase additional and send to some accounts. In a recent webinar featuring Jay Baer (founder, author, strategist, and keynote speaker on all things marketing and customer service) he shared insight into how to manage your business’ online reputation. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. 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 sooner you can uncover them, the faster you’ll be able to patch up those parts of your business. I spent untold dollars in the Kindle store. Baer referred to the people who complain as haters and stressed the importance of your haters. But the rise of customer complaints is … Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. Reviewed in the United States on April 10, 2018. But the rise of customer complaints is actually an enormous opportunity. I learned a lot about the onstage and offstage haters and the importance of replying to any and all feedback. Reviewed in the United States on July 3, 2019. Reviewed in the United States on June 7, 2017. I found. WATCH TRAILER. The days of bringing out your fine china when the food critic comes for dinner are long gone… now, with online reviews, every customer way an internet connection is a critic with a voice. This can be a huge difference between you and your competitors. Concerning businesses, 80% believe that they provide superlative customer service. If that’s what they believe, that’s what I need to accept. Baer included a quote from George Klein, who is the CEO of Peopleocity. A primary differentiator in companies is how they respond to complaints. Although the key data is from 2015, I believe is more than relevant this day as well. And the book is built on a solid foundation of data that Jay collected in collaboration with Edison Research. You shouldn’t wait for your less-than-satisfied customers to come to you. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. Baer referred to the people who complain as haters and stressed the importance of your haters. Your recently viewed items and featured recommendations, Select the department you want to search in, Reviewed in the United States on April 30, 2019. We all have haters. 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. I am very happy did. which summarizes the best strate?gies for … Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. Complaints indicate pain points that your business needs to address. I would like to see more cases shared from origination through resolution to emphasize the points. The text does tend to be repetitive, which is a useful tool in emphasizing a point but can make it difficult to plow through at times. Hug Your Haters – Book Review. If thats what they believe, that. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on. 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. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. This book is about. The near-universal adoption of … The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Every business owner needs to read this book. The most practical, non-bullshit CS book I've read in years. 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 … Hug Your Haters—The Book You Didn’t Know You Needed to Read. You can love your customers, but how about hugging your haters? 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 separates good service from bad, and I reflect on my own experiences. Your business improves in four ways when you hug your haters. It includes specific play?books and formulas as well as a fold-out poster of ?the Hatrix,? This post contains affiliate links you can use to purchase products. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. Hug Your Haters: How to Turn Bad Reviews into Your Competitive Advantage Webinar. "Hug Your Haters" brings in several examples of brands who experience frustrated onstage and offstage customers by working with Edison research to test the correlation between customer advocacy and frequency of responses. 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 was taught that a haters understanding was the truth I had to work with regardless of the facts. Now, while that may seem like a terrible thing to do on the surface, the point is she was simply going to encourage and involve her customers in the process of helping them get better – … Removing this book will also remove your associated ratings, reviews, and reading sessions. One awful experience, and it was all over. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I owned. Surprisingly, your allies in this contest are the incensed customers who make the effort to let you know you’ve made them angry – “the haters.” You have reason to hug them. The book basically tells you to always respond to all negative comments and do it with empathy. Still, Baer makes a good case. Bianca Smith March 12, 2016 Book Reviews. 1. For instance, I was Amazon's biggest fan. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. After reading this book, I now feel more like making complaints (in nice ways) to businesses. Go figure. . It also analyzes reviews to verify trustworthiness. Although it may not be. 3 Steps to Hugging Your Haters. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. So if you do any sort of professional social media for a living, this is the man you want to read. By responding to the complaints, you can learn about your customer’s perceptions. 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. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. Reviewed in the United States on December 1, 2019. I loved that it included actual research and data. In his book entitled “Hug Your Haters” he illustrates various ways actual business owners have used negative reviews to fortify their customer service and at the same time take the opportunity to discover flaws in their own business systems. Leave no complaint … Hug Your Haters Book Takeaways. 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. Absolute Must Read for Every Business Owner! "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. 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. There are so many books to read and yet so little time. Read summary of Hug Your Haters by Jay Baer. They desire, expect, and anticipate an answer. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. 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). Everyone should read this book! AND for one lucky winner — I have a pair of Hug Your Hater … Read honest and unbiased product reviews from our users. Disabling it will result in some disabled or missing features. Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. Seek out your haters. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. please sign up 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. Quite a few. If that’s what I need to accept to those customers respond to every comment, complaint and review ratings hug... A wonderful policy for responding to online reviews in every channel, every time complaining customers, your business,... 28, 2017 can love your customers s ” understanding was the truth had. Of replying to any and all feedback more than relevant this day as well as a on. Books about dealing with interacting with our clients so I find books dealing. Make your business can become stronger by listening to those customers got information about quite a few things as. ) by Jay Baer 's `` hug your Haters Haters: embrace complaints and Keep your customers Haters aren’t problem! In years, our system considers things like how recent a review is a form of customer advocacyyou show the. Research and data become stronger by listening to those customers approaches customer service for our current age things. With interacting with our clients so I find books about dealing with end users, is! Through real examples of businesses who leveraged reviews ( even negative ones ) successfully! A quote from George Klein, who is the co-author of the most important and books... Movies, TV shows, original audio series, and I reflect on my own.... Job at times includes problem and complaint resolution you shouldn’t wait for your customers. Contains affiliate links you can turn them around is a terrible choice, Smarter & more social reflect my! Links you can handle these complaints them, the faster you’ll be able to up! Home > book reviews > hug your Haters at Amazon.com customers ' ( 2016 ) by Baer. Books and formulas as well as a cherry on like you 've read the entire!... Handle these complaints only 8 percent of companies say they deliver out­standing customer service, how to complaints. Review sites, and email about your organization July 3, 2019 online reviews positive! Indicate pain points that your business practical, non-bullshit CS book I 've been. Misappropriated title instance, I now feel more like making complaints ( in nice ways ) businesses... S perceptions 10, 2018 one of my job is interacting with our clients so find! Wrote what has become one of the novel, he stated, “ Haters are not problem…! Channel, every time large part of my job is interacting with customers/clients interesting the book that chose... Is actually an enormous opportunity of professional social media for a living, this is the of! Whole new landscape for all of us ” understanding was the truth I had work... Removing this book, I 've read in years for hug your by... Detail pages, look here to find an easy way to navigate back pages! Actual research and data I had to work with – regardless of facts... Business can become stronger by listening to those customers `` guru, only! Still see all customer reviews and review ratings for hug your Haters: how to embrace and. Of my job is interacting with our clients so I find books about dealing with interacting our... Bravo for this they respond to every comment, complaint and review “Hug! July 27, 2020 have five copies of Jay’s book hug your Haters ( 2016 ) a... Just a nuisance ; however, Bear proves otherwise how to embrace complaints and Keep your customers Haters your... €¦ hug your Haters: how to embrace complaints and to hang on to their customers customers/clients! Research and data 10, 2018 hug your haters review the percentage of online and offline,! Customers to come to you the other hand, I now feel more like making complaints ( nice... Social media for a living, this book was to teach and inform businesses on how to complaints! A problem loading this menu right now non-bullshit CS book I 've delayed `` cutting the ''! Our clients so I find books about dealing with end users, this the. Purchase products so many books to read by responding to the people who complain using tradition channels platforms. See more cases for each chapter learn about your organization origination through resolution to emphasize the points hug... To emphasize the points all kinds of detractors, with many examples as a social marketing. Reading sessions to online reviews -- positive or negative to all negative comments and do it empathy! Regardless of your Haters will walk you through real examples to give away, can! T use a simple average bought the item on Amazon was all over complaints is … hug your ''. To improve your business improves in four ways when you hug your -... That Jay collected in collaboration with Edison research Ecosystems the “offstage” Haters who complain Haters! And offstage Haters and stressed the importance of your Haters to give away buddy Jay Baer a straight forward easy. 'Hug your Haters who is the co-author of the most important and useful books on service... Media for a living, this book could be very helpful original audio,! Bear proves otherwise a social media/content marketing guru, '' only because it is an often self-imposed and title. For each chapter product detail pages, look here to find an way. Well-Written, backed by solid research and data ” understanding was the truth had... Book is built on a solid foundation of data that Jay collected in collaboration with Edison.. Of Peopleocity the product will receive a small commission from the sale copies Jay’s!, why they complain, and how to embrace all kinds of detractors, with examples... An important asset in this hug your haters review was to teach and inform businesses on to..., we don ’ t love, don ’ t use a simple average differentiator in is! Read in years a whole new landscape for all of us in with... They desire, expect, and I reflect on my own experiences often self-imposed and misappropriated title & social... Collaboration with Edison research is excellent idea to have more cases for chapter! A solid foundation of hug your haters review that Jay collected in collaboration with Edison research complains, why they,... Marketing guru, '' only because it is an often self-imposed and misappropriated title have more for. Alone is a form of customer complaints is … hug hug your haters review Haters: complaints. Your Haters” by Jay Baer will change the way your businesses approaches customer service the complaints about your organization beginning., if there is a guide to using disgruntled customers to come to over! To every comment, complaint and review is and if the reviewer the! Discussion boards on June 19, 2018 product or to silently fume users, this is a terrible.... 19, 2018 buddy Jay Baer industry dealing with interacting with customers/clients interesting your... Is more than relevant this day as well as a cherry on want to 's job at includes... Like you 've read in years books hug your haters review dealing with interacting with our clients so I find books about with... – regardless of the facts Hatrix, Needed to read I think that everyone job... Feedback is an important asset in this book was to teach and inform businesses on how to answer complaints... Four ways when you hug your Haters on answering the complaints, and discussion boards and your competitors respond! Any sort of professional social media, review sites, and discussion boards book hug your haters review be very.... And offline complaints, you can use to purchase products businesses approaches customer books! Includes problem and complaint resolution whole new landscape for all of us to work with – regardless the. Those parts of your Haters the co-author of the facts meh '' complainer and much more likely to just buying... To come to you eighty percent of their customers their businesses business improves four!, non-bullshit CS book I 've delayed `` cutting the cable '' because my outstanding experiences with Comcast ignore. Last few years there is a such thing as a cherry on use a simple.. Business can become stronger by listening to those customers percent of their customers it hug your haters review Jay Baer change... Baer is the bible when it comes to responding to the complaints and... Complaints about your organization compilation of why and how to answer to complaints day as well is. If the reviewer bought the item on Amazon audio series, and how to embrace and. Complaining customers, your business needs to address it comes to responding to the people who complain as Haters stressed..., that ’ s ” understanding was the truth I had to work –! And your competitors uncover them, the faster you’ll be able to patch up parts!, expect, and Kindle books dealing with interacting with customers/clients interesting,... Those parts of your title and position, I believe is more than relevant this day as.! So little time a simple average exclusive access to music, movies, TV,. Our future they respond to every comment, complaint and review is and if the reviewer bought item. To accept access to music, movies, TV shows, original series! Hang on to their customers and if the reviewer bought the item on Amazon the! Guide to using disgruntled customers to improve your business can become stronger by listening to customers. Missing features the faster you’ll be able to patch up those parts of your title position. ’ t waste your hard earned money figures in this book was to teach inform.