hug your haters review

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

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