My buddy Jay Baer just wrote what has become one of my favorite customer service books, Hug Your Haters. I completely agree with Baer. Reviewed in the United States on April 10, 2018. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. And we can further damage ourselves, depending on the context of the complaint. With the influential authorship of the internet, and the convenience of smart phones, customer voices are louder than ever. 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. AND for one lucky winner — I have a pair of Hug Your … Go figure. Would have loved more case studies but the book was interesting to read all through. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. 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). 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. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. I spent untold dollars in the Kindle store. Hug your haters by Jay Baer #cxbookreview I thought this is one of those ‘must-read’ books, because it not only tells you why, but also tells you how you can handle people who dislike your service or … A primary differentiator in companies is how they respond to complaints. Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. 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. There are so many … You'll feel like you've read the entire book! Quite a few companies choose to ignore these haters, and this is a terrible choice. If you have a business with customers read this book! However, many of them indicated they were too busy to focus on these sites. 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). But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. Very interesting and well-written book, a must-read for every company wishing to improve their "customer service" image. Baer referred to the people who complain as haters and stressed the importance of your haters. The three biggest lessons from Hug Your Haters are: … Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. 3 Steps to Hugging Your Haters. 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. 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. By responding to the complaints, you can learn about your customer’s perceptions. Refresh and try again. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. 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. So, do not wait; read it! Absolute Must Read for Every Business Owner! It is ideal for small businesses, large corporations and anyone who has a customer-facing business. I would like to see more cases shared from origination through resolution to emphasize the points. Not an easy book to follow. We’d love your help. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … It was an eye-opening experience for many of them. I plan to purchase additional and send to some accounts. One awful experience, and it was all over. Reviewed in the United States on July 27, 2020. It showcases the best practices as well as the mistakes in an interesting read. If that’s what they believe, that’s what I need to accept. Step into the Hatrix and turn them into company advocates. As a read I felt it could have been condensed a little more. I read this book in an afternoon. Every business owner needs to read this book. By responding to the complaints, you can learn about your customers perceptions. 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. On the other hand, I've delayed "cutting the cable". However, many of them indicated they were too busy to focus on these sites. There are no discussion topics on this book yet. I really appreciated the real examples to give a better understanding on how to react and not react. To online reviews -- positive or negative our future on April 10, 2018 of the now:! Complaints indicate pain points that your business they believe, that ’ s what I to... Wonderful policy for responding to the people who complain as haters and the of... 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