Very interesting and well-written book, a must-read for every company wishing to improve their "customer service" image. Although the key data is from 2015, I believe is more than relevant this day as well. But it's far smarter, argues Baer, to address those reviewsafter all, they're the ones who cared enough to say something. One of the most informative books on customer service to date because it's based on a healthy mix of Mr. Baer's experience as a marketing consultant, the accounts of various businesses across industries and research conducted by a third party firm. Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. It's a fundamental question that will shape our future. 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. Many might hesitate to pick up this work as the word 'hug' has a touchy-feely connotation that may be off putting for some professionals. Still, Baer makes a good case. 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. I would recommend to anyone who works with social media or handles customer complaints. Book Review: Hug Your Haters, By Jay Baer February 11, 2016 by Rosemary Leave a Comment My grandfather would have called Jay Baer “a gentleman, a scholar, and a judge of good whiskey.” In other … I plan to purchase additional and send to some accounts. Reviewed in the United States on June 7, 2017. Just a moment while we sign you in to your Goodreads account. For instance, I was Amazon's biggest fan. I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. "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. This book shows the difference between a "hater" and a troll, and makes the case that seeking out and responding with empathy to ALL customer complaints, on all channels, all the time is the best business plan. Baer referred to the people who complain as haters and stressed the importance of your haters. someone with a complaint). Go figure. But the consequences of not doing are even more daunting. One awful experience, and it was all over. By doing so we miss opportunities to learn and grow. Customer Service is the New Marketing (Hug Your Haters book review) Using consumer complaints to drive business This month’s article will briefly overview some of the learning’s from a book I recently read by Jay Baer, titled Hug Your Haters… So, do not wait; read it! For people that exist in the world, and people that are making the digital world exist (digital and social media marketers). In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … Another in the title-tells-it-all category. Baer referred to the people who complain as haters and stressed the importance of your haters. Fairly good read. This book breaks down customers into two groups: off-stage haters (who want resolution) and on-stage haters (who take personal virtue, and like the public nature of a quest to. In this book on loving those customers who, let’s be honest, kinda annoy you, Jay Baer shows how you can turn your grumpy customers into raging fans. I would recommend this book to anybody who's just starting out in business or marketing. If it feels like there are more … A primary differentiator in companies is how they respond to complaints. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. It is a form of customer advocacyyou show that the customers matter to you. This page works best with JavaScript. Although it's already more than a year old, which is like 10 social media years, but it hasn't aged a bit, as it covers strategy rather than tactics. Every business owner needs to read this book. This is a great book that not only meshes social media and customer service, but further defines the types of complainers based on venue and age. Ultimately a really great reference guide on customer service in the age of social media. "Hug your haters" is repeated multiple times throughout the book. If you are in a B2C industry dealing with end users, this book could be very helpful. However, many of them indicated they were too busy to focus on these sites. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. It also analyzes reviews to verify trustworthiness. Start by marking “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” as Want to Read: Error rating book. The book basically tells you to always respond to all negative comments and do it with empathy. With the influential authorship of the internet, and the convenience of smart phones, customer voices are louder than ever. … Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. The overall message from this work is that we need to embrace customer complaints in order to better serve people. Excellent book on answering the complaints about your organization. A couple of years ago, I sat down with a number of business owners and showed them all the different sites I knew about where customers could leave comments. Hug your haters is different. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. It includes specific playbooks … 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 “on-stage” haters complain to an audience using social media, review … Instead of ignoring complaining customers, your business can become stronger by listening to those customers. by Portfolio. If you manage social media for clients, you've probably been in the position of explaining why you want to respond to "those crazies online" (i.e. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. Not an easy book to follow. A primary differentiator in companies is how they respond to complaints. One thought I had while reading is that the author keeps we repeating that businesses don't handle customers complaints well, so what happens when the majority improves? It is excellent idea to have in the end of the book a brief summary of the book - Bravo for this. If you're looking to better grasp how to actually retain your existing customers, than read this book for actionable advice on what works with a modern approach to customer service. You shouldn’t wait for your less-than-satisfied customers to come to you. I completely agree with Baer. I learned a lot about the onstage and offstage haters and the importance of replying to any and all feedback. Upset clients can be loyal … A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. In his latest book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Jay Baer shows how haters are actually a good thing. There's a problem loading this menu right now. 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 the idea of dealing with haters makes you uncomfortable or customer service isn’t your strong suit, you’ll definitely want to give this book … I found the real-life examples especially useful. Although it may not be enjoyable to hug your haters, it is imperative for the future of your business that you do this. After reading this book, I now feel more like making complaints (in nice ways) to businesses. A fantastic book on customer service that has many reference points for any business owner in which to refer back. We all have haters. I spent untold dollars in the Kindle store. One awful experience, and it was all over. really enjoy reading this book, very well written, but not many new insight about customer complaint, at the first time i see the cover and title i hope this book solving my cafe problem about how to decrease complaint. I found the real-life examples especially useful. I agree. 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 … There are no discussion topics on this book yet. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. 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). Haters’ feedback is an important … Globally, businesses spend $500 billion on marketing and just $9 billion on … However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, they need to strongly reconsider. 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. As a read I felt it could have been condensed a little more. 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 … I spent untold dollars in the Kindle store. Thanks. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. 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. 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. 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. By doing so we miss opportunities to learn and grow. 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 am very happy did. Customer service can be impacted through all levels of a company, and across industries. This terrific book wastes no words and no time, but delivers the goods. This is an example of a pretty good work couched in a regrettable title. It's an easy and informative read filled with meaningful anecdotes from a variety of companies. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. Jay covers how to handle the onstage and offstage haters on various social media channels. There are so useful moments in the book, and speed-reading it is what I recommend in … It was an eye-opening experience for many of them. Much of the content is either blatantly obvious or easily passable. By responding to the complaints, you can learn about your customer’s perceptions. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. 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. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. With the influential authorship of the internet, and the convenience of smart phones, customer voices are louder than ever. There are so many … I like the ideas and figures in this book. You'll feel like you've read the entire book! It includes specific play­books … In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. On the other hand, I've delayed "cutting the cable". - the book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketing - the brain: Jay Baer, bestselling author, advisor to more … Jack Mitchell, CEO of two high-end clothing stores in Connecticut, offers solid (if not all new) principles of customer service and … Instead of ignoring complaining customers, your business can become stronger by listening to those customers. If thats what they believe, thats what I need to accept. Reviewed in the United States on July 3, 2019. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. Your recently viewed items and featured recommendations, Select the department you want to search in, Reviewed in the United States on April 30, 2019. 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). All brands (big and small) should pick this up and take some notes. How do we respond? Negative reviews are a chance to shine. With the rise of public complaining through social media outlets, Baer notes that complaints are a spectator sport. Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. WATCH TRAILER. Hug Your Haters, for me, is validation of what I have come to believe over the last few years. Baer included a quote from George Klein, who is the CEO of Peopleocity. Reviewed in the United States on December 28, 2017. Internet and social media broke communications barriers. Overall a interesting read. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. This book breaks down customers into two groups: off-stage haters (who want resolution) and on-stage haters (who take personal virtue, and like the public nature of a quest to righteousness). … The three biggest lessons from Hug Your Haters are: … I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. 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. Refresh and try again. Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. Well researched, thorough and practical. I found the book to be a light read, easily digestible and with lessons that can be translated to many scenarios, improving customer relations across any budget. I really appreciated the real examples to give a better understanding on how to react and not react. By learning how the dissenters view things, it. Hug your haters : how to embrace complaints and keep your customers / Jay Baer. Jay Baer does a fantastic job of laying the groundwork and gives great advice on how to deliver amazing customer experiences both online and offline. Hug Your Haters How to Embrace Complaints and Keep Your Customers Jay Baer Based on proprietary research and more … Reviewed in the United States on December 1, 2019. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). 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. Everyone should read this book! Many people believe they are just a nuisance; however, Bear proves otherwise. After reading Jay Baers book. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. Baer walks through how to deal with customers in offline and online channels and turn them into advocates. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. You can still see all customer reviews for the product. Hug Your Haters: Tips From the Best Selling Book by Jay Baer Jay Baer has written one of the most important and useful books on customer service for our current age. 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. I was taught that a haters understanding was the truth I had to work with regardless of the facts. “Hugging your haters is not a cost. The most practical, non-bullshit CS book I've read in years. I was taught that a “hater’s” understanding was … Too often, business owners think they can just ignore the "haters" who leave negative reviews on Yelp, Google, and other social networking sites. It’s a profit center”, “In today’s world, meaningful differences between businesses are rarely rooted in price or product, but instead in customer experience.”, Zombie Loyalists: Using Great Service to Create Rabid Fans, Readers' Most Anticipated Books of December. And we can further damage ourselves, depending on the context of the complaint. This can be a huge difference between you and your competitors. 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. It was sort of fascinating reading about the current world we live in, and how we interact with the various platforms that really haven't been in existence for very long. And we can. I was taught that a “hater’s” understanding was the truth I had to … Too often, business owners think they can just ignore the "haters" who leave negative reviews on Yelp, Google, and other social networking sites. Absolute Must Read for Every Business Owner! By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. These blinks explain why it pays to listen and respond to negative reviews and how you can turn your crabbiest customers into your … Hug Your Haters Book Takeaways. It does a good job of summarizing research on customer service while explaining why it is crucial to respond to the negative feedback you get. “Let us remember: One book, one pen, one child, and one teacher can change the world.” However, I would prefer to have more cases for each chapter. This can be a huge difference between you and your competitors. Another in the title-tells-it-all category. 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. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. 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. AND for one lucky winner — I have a pair of Hug Your … Reviewed in the United States on December 17, 2018. After reading Jay Baer’s book, This is an example of a pretty good work couched in a regrettable 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. Customer service can be impacted through all levels of a company, and across industries. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time. I would like to see more cases shared from origination through resolution to emphasize the points. If you think you can shy away from negative reviews, fear not, Jay has you covered on the steps you need to take. Haters aren’t your problem … ignoring them is. Absolutely worth your time however if you're in business or work with businesses on their brands and customer service. Welcome back. Rather than black-and-white, Hug Your Haters in many cases presents a well-balanced grey. Sorry author. Didn’t love, don’t waste your hard earned money. Still, Baer makes a good case. It separates good service from bad, and I reflect on my own experiences. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. Wish ratings were more accurat. 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. Overall a interesting read. The overall message from this work is that we need to embrace customer complaints in order to better serve people. But it's far smarter, argues Baer, to address those reviews—after all, they're the ones who cared enough to say something. This book is about modern customer service, how to hug your "haters" and turn the situation around. I've always been a "meh" complainer and much more likely to just stop buying the product. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. Really Good Ideas. They desire, expect, and anticipate an answer. After reading this book, I now feel more like making complaints (in nice ways) to businesses. Would have loved more case studies but the book was interesting to read all through. In this post, I’ll give you a quick take on Baer's customer service insights and axioms that make Hug Your Haters a must-read. Reviewed in the United States on July 27, 2020. Books; Blog & Podcast; Contact; Hug Your Haters: Embrace Complaints and Keep Your Customers. It separates good service from bad, and I reflect on my own experiences. Reviewed in the United States on April 10, 2018. I despise the term "guru," only because it is an often self-imposed and misappropriated title. In his book Hug Your Haters, Jay Baer emphasizes, backed by research the future of business relies on stellar customer service. I loved that it included actual research and data. That’s Malala Yousafzai, Pakistani human rights... To see what your friends thought of this book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. 1. 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 customers perceptions. That’s why I wrote my new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers.The book launches officially on March 1, but if you pre-order one or more copies now at … Seek out your haters. It is a form of customer advocacy—you show that the customers matter to you. but this book talk more about how we reply customer complain, so the conclusion on this book is we must replying customer review, good or bad review on every channel. 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 is the first customer service and customer experience book written for the modern, mobile era and is based on proprietary research and more than 70 exclusive interviews. It is ideal for small businesses, large corporations and anyone who has a customer-facing business. I read this book in an afternoon. However, many of them indicated they were too busy to focus on these sites. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. Anyone who has customers needs to read this book! Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. If you have a business with customers read this book! I agree. If you've been in marketing for a while, this book is a good reminder that you should respond to every customer, not just the ones who praise you. But what Hug Your Haters provides is hard numbers on why providing good customer service is good business. By not responding or responding in the wrong way we are sending messages not only to the complainer, but the spectators. 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. Complaints indicate pain points that your business needs to address. 3 Steps to Hugging Your Haters. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. A couple of years ago, I sat down with a number of business owners and showed them all the different sites I knew about where customers could leave comments.
2020 hug your haters book review