Still, Baer makes a good case. It also analyzes reviews to verify trustworthiness. Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. By doing so we miss opportunities to learn and grow. 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. After reading Jay Baers book. However, many of them indicated they were too busy to focus on these sites. I loved that it included actual research and data. With the rise of public complaining through social media outlets, Baer notes that complaints are a spectator sport. You can still see all customer reviews for the product. Customer service can be impacted through all levels of a company, and across industries. So if you do any sort of professional social media for a living, this is the man you want to read. I would recommend this book to anybody who's just starting out in business or marketing. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. 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 book that I chose to read and review was “Hug Your Haters” by Jay Baer. 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. 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. Very interesting and well-written book, a must-read for every company wishing to improve their "customer service" image. The book that I chose to read and review was “Hug Your Haters” by Jay Baer. someone with a complaint). Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. There are so useful moments in the book, and speed-reading it is what I recommend in … Books; Blog & Podcast; Contact; Hug Your Haters: Embrace Complaints and Keep Your Customers. I spent untold dollars in the Kindle store. I've always been a "meh" complainer and much more likely to just stop buying the product. You shouldn’t wait for your less-than-satisfied customers to come to you. How do we respond? I like the ideas and figures in this book. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. 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. Welcome back. 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. Reviewed in the United States on December 1, 2019. "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 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. 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. 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? I completely agree with Baer. This book provides a good overview of how you should handle your customer reviews, both online and offline. March 1st 2016 As a read I felt it could have been condensed a little more. I would like to see more cases shared from origination through resolution to emphasize the points. I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. I plan to purchase additional and send to some accounts. So, do not wait; read it! They desire, expect, and anticipate an answer. Would have loved more case studies but the book was interesting to read all through. This terrific book wastes no words and no time, but delivers the goods. Absolutely worth your time however if you're in business or work with businesses on their brands and customer service. Overall a interesting read. 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 agree. It is a form of customer advocacy—you show that the customers matter to you. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. Still, Baer makes a good case. We all have haters. This page works best with JavaScript. The “on-stage” haters complain to an audience using social media, review … It was an eye-opening experience for many of them. There are so many … Seek out your haters. 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. 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. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. Baer referred to the people who complain as haters and stressed the importance of your haters. Ultimately a really great reference guide on customer service in the age of social media. I loved that it included actual research and data. 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). 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). But it's far smarter, argues Baer, to address those reviews—after all, they're the ones who cared enough to say something. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. 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. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. 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. Fairly good read. This book is about modern customer service, how to hug your "haters" and turn the situation around. There are no discussion topics on this book yet. Goodreads helps you keep track of books you want to read. Start by marking “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” as Want to Read: Error rating book. 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. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. I was taught that a “hater’s” understanding was … Hug your haters : how to embrace complaints and keep your customers / 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. 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. 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. 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 owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. 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 know what’s wrong with this preview of, Published 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 has written one of the most important and useful books on customer service for our … Baer referred to the people who complain as haters and stressed the importance of your haters. The most practical, non-bullshit CS book I've read in years. Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. 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. It showcases the best practices as well as the mistakes in an interesting read. It includes … I spent untold dollars in the Kindle store. Disabling it will result in some disabled or missing features.