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: How to Turn Bad Reviews into Your Competitive Advantage Webinar. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. Negative reviews are a chance to shine. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. 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 will walk you through real examples of businesses who leveraged reviews (even negative ones) to successfully grow their businesses. I loved that it included actual research and data. Home > Book Reviews > Hug Your Haters – Book Review. The most practical, non-bullshit CS book I've read in years. 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 owned. 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. Why Hugging Your Haters Makes Business Sense. The advice is absolutely golden and sets a wonderful policy for responding to online reviews in every channel, every time. It's a fundamental question that will shape our future. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. I found the real-life examples especially useful. Jay Baer gives very good and simple playbooks for answering the two groups, which can be followed (and should) very successfully and easy. 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). He got information about quite a few things such as the percentage of online and offline complaints, and their age. Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. Hug Your Haters Book Takeaways. Haters’ feedback is an important asset in this battle. 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. 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). 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" 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 was taught that a haters understanding was the truth I had to work with regardless of the facts. The book basically tells you to always respond to all negative comments and do it with empathy. Many people believe they are just a nuisance; however, Bear proves otherwise. But the rise of customer complaints is … Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. Your business improves in four ways when you hug 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. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. 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. Haters aren’t your problem … ignoring them is. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. A primary differentiator in companies is how they respond to complaints. 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. On the contrary, when I deal with a business who offers terrible customer service, I do not return. 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. 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. It is a form of customer advocacyyou show that the customers matter to you. please sign up I despise the term "guru," only because it is an often self-imposed and misappropriated title. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. 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. 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. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I really appreciated the real examples to give a better understanding on how to react and not react. Wish ratings were more accurat. Reviewed in the United States on December 17, 2018. . With this, Baer delivers two key action plans for each type of hater … The “on-stage” haters complain to an audience using social media, review sites, discussion boards and don’t necessarily … Read summary of Hug Your Haters by Jay Baer. Baer referred to the people who complain as haters and stressed the importance of your haters. Haters are not your problem. Reviewed in the United States on July 27, 2020. I completely agree with Baer. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. Still, Baer makes a good case. Concerning businesses, 80% believe that they provide superlative customer service. Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. Hug Your Haters teaches you who complains, why they complain, and how to capitalize on those complaints. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. Still, Baer makes a good case. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. Hug Your Haters, for me, is validation of what I have come to believe over the last few years. 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. If thats what they believe, that. I also agree with this statement, and it ties into what Baer believes about haters as well, that he addresses later in the book. Complaints indicate pain points that your business needs to address. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. A primary differentiator in companies is how they respond to complaints. Removing this book will also remove your associated ratings, reviews, and reading sessions. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. This page works best with JavaScript. Reviewed in the United States on July 3, 2019. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. The most practical, non-bullshit CS book I've read in years. 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). Another in the title-tells-it-all category. You can love your customers, but how about hugging your haters? If that’s what they believe, that’s what I need to accept. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. 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. So, do not wait; read it! Overall a interesting read. You can still see all customer reviews for the product. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. 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. There are so many books to read and yet so little time. 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. The sooner you can uncover them, the faster you’ll be able to patch up those parts of your business. I would like to see more cases shared from origination through resolution to emphasize the points. 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. He emphasizes how businesses should not turn away but rather should listen to why they are complaining because of how important customer service is becoming nowadays. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. And the book is built on a solid foundation of data that Jay collected in collaboration with Edison Research. Baer referred to the people who complain as haters and stressed the importance of your haters. 3 Steps to Hugging Your Haters. 2. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. Although the key data is from 2015, I believe is more than relevant this day as well. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. 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 … Didn’t love, don’t waste your hard earned money. Every business owner needs to read this book. You'll feel like you've read the entire book! Reviewed in the United States on June 7, 2017. After viewing product detail pages, look here to find an easy way to navigate back to pages you are interested in. Not an easy book to follow. It separates good service from bad, and I reflect on my own experiences. 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. After reading this book, I now feel more like making complaints (in nice ways) to businesses. By responding to the complaints, you can learn about your customer’s perceptions. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. 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. 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