- Hardcover: 240 pages
- Publisher: Portfolio (30 May 2016)
- Language: English
- ISBN-10: 1101980672
- ISBN-13: 978-1101980675
- Product Dimensions: 16.2 x 2.2 x 23.6 cm
- Average Customer Review: 2 customer reviews
- Amazon Bestsellers Rank: #53,811 in Books (See Top 100 in Books)
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Hug Your Haters Hardcover – 30 May 2016
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“Customer service is the new marketing. You need to buy this book if you care about your customers and your business.”
—Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook
“This is a landmark book in the history of customer service.”
—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0
“If you need to decrypt customer service, you NEED to read Hug Your Haters. Baer gives you a better map to success than anyone else.”
—Chris Brogan, CEO of Owner Media Group
“Hug Your Haters is one of the most profound books a business can read today. Baer is one of the foremost experts on customer experience”
—John R. DiJulius III, author of The Customer Service Revolution
“When customers complain, they aren't just being negative - they're giving you fascinating insights and inspiration about your brand. Hug Your Haters reveals why detractors can become your most valuable customers.”
—Sally Hogshead, author of Fascinate and How the World Sees You
“Jay Baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints.”
—Steve Curtin, author of Delight Your Customers
“Jay provides strategies that are easy to understand and can be immediately implemented.”
—Jeffrey Gitomer, author of Customer Satisfaction is Worthless, Customer Loyalty is Priceless
“Finally a book with steps to get even the toughest critics on your side!”
—Jeffrey Hayzlett, primetime TV & radio host, keynote speaker, best-selling author and global business celebrity
About the Author
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Top customer reviews
I thought that would be it, I was wrong. It goes on to study and classify the mentality of a "hater", how they perceive and voice their feelings. The Hatrix survey is the centerpiece of this book- offering a distinct classification of onstage/offstage haters and their expectations. The book offers several nuggets of information which are re-assuring, if you have been in the service industry. Alternatively, you will end up knowing a lot about how you should treat your "haters", which in a broader and practical sense is not very evident to us, otherwise.
Going further, it talks about a playbook concept to handle each stream of "haters" and nicely finishes by offering a summary of all chapters for ready reference.
If you are someone in the customer service industry, do read this. A must read, if you are offering services at a senior level. The language and the flow of context in this book are beyond awesome. I am adequately pleased with this book and will consider buying a personal copy.
Most helpful customer reviews on Amazon.com
Who cared if the tribal knowledge, the warmth and the local support that customers really craved was replaced by impersonal call centers, even automated bots in some cases? Except for the occasional companies like Zappos or Warby-Parker who get it, customer service is basically dead in this country. Haters are often just frustrated consumers who have legitimate gripes about your products or services.
Haters are doing you a favor by giving you the OPPORTUNITY to make it right. Jay Baer makes this point very eloquently. Let's embrace complaints and keep our customers. After all - "net new" customers are many times more expensive to get than keeping satisfied customers. Who knows? You might even exceed their expectations and create a lucrative new business segment! Right, Uber? If you don't keep the customer services levels up, though, someone will take your haters from you and hug them harder. ;)
If you didn't know that already - this book might be useful for you.
I was hoping the book would give some guidelines or even templates on how to actually respond to different kinds of comments (e.g. when someone reports a particular problem vs when someone just tells you that your product is terrible).
Telling "be empathic" is not very useful, because I suppose many people don't have a good understanding of what an empathic response would be like in a particular situation.
Also, the book would benefit from better editing.
The author is repeating the same ideas using the same sentences multiple times.
I wish that more brands & businesses would just embrace this type of mindset when it comes to customer support. At all my companies, I encourage everyone to refer to customer support as 'customer happiness.' Now while this little switch might sound simple & little, the fact is that it can reap big rewards when used in your business.
Don't ever discount your audience & their ability to become your most loyal brand advocates. Some of the things you'll pick up in this book...
- 5 Benefits of Hater Hugging
- Why Customer Service is Not Just a Spectator Sport
- The Playbook For Hugging Your Haters “HOURS"
Grab yourself a copy & starting giving out more hugs today!
- Kyle, Chief Experiment Officer
Not really nitpicking here but it's disappointing that a very important piece of the book is missing....
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