Not an easy book to follow. This page works best with JavaScript. 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. Disabling it will result in some disabled or missing features. 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. 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. Two Types of Hater Ecosystems The “offstage” haters who complain using tradition channels or platforms, phone, and email. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. It is a form of customer advocacyyou show that the customers matter to you. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. A primary differentiator in companies is how they respond to complaints. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. 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. In the beginning of the novel, he stated, “Haters are not your problem… ignoring them is” (Baer 3). Overall a interesting read. Still, Baer makes a good case. March 1st 2016 You shouldn’t wait for your less-than-satisfied customers to come to you. For instance, I was Amazon's biggest fan. Excellent Book on How to Answer to Complaints, Reviewed in the United States on June 9, 2020. Globally, businesses spend $500 billion on marketing and just $9 billion on … It is ideal for small businesses, large corporations and anyone who has a customer-facing business. Start by marking “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” as Want to Read: Error rating book. However, many of them indicated they were too busy to focus on these sites. 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. Reviewed in the United States on December 1, 2019. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints. This book provides a good overview of how you should handle your customer reviews, both online and offline. Upset clients can be loyal … You'll feel like you've read the entire book! 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 … One awful experience, and it was all over. 3 Steps to Hugging Your Haters. Reviewed in the United States on July 27, 2020. We’d love your help. 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. Reviewed in the United States on June 7, 2017. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time. I really appreciated the real examples to give a better understanding on how to react and not react. I would recommend this book to anybody who's just starting out in business or marketing. It also analyzes reviews to verify trustworthiness. Baer referred to the people who complain as haters and stressed the importance of your haters. Internet and social media broke communications barriers. How do we respond? The book that I chose to read and review was “Hug Your Haters” by Jay Baer. I completely agree with Baer. Your recently viewed items and featured recommendations, Select the department you want to search in, Reviewed in the United States on April 30, 2019. Hug your haters : how to embrace complaints and keep your customers / Jay Baer. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. With the rise of public complaining through social media outlets, Baer notes that complaints are a spectator sport. 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. Didn’t love, don’t waste your hard earned money, Reviewed in the United States on June 19, 2018. You can still see all customer reviews for the product. AND for one lucky winner — I have a pair of Hug Your … The book basically tells you to always respond to all negative comments and do it with empathy. In 219 pages, Baer shares a wealth of research about why it is important to acknowledge and respond to even your most harshest … Hug Your Haters How to Embrace Complaints and Keep Your Customers Jay Baer Based on proprietary research and more … It separates good service from bad, and I reflect on my own experiences. For instance, I was Amazon's biggest fan. Everyone should read this book! 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. Reviewed in the United States on December 28, 2017. If thats what they believe, thats what I need to accept. 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. And we can. 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… “Let us remember: One book, one pen, one child, and one teacher can change the world.” - 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 … The only book you need to read to get your customer service right. Goodreads helps you keep track of books you want to read. But the consequences of not doing are even more daunting. Hug your haters is different. Quite a few companies choose to ignore these haters, and this is a terrible choice. Instead of ignoring complaining customers, your business can become stronger by listening to those customers. To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. Absolute Must Read for Every Business Owner! “Hugging your haters is not a cost. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. I loved that it included actual research and data. Very interesting and well-written book, a must-read for every company wishing to improve their "customer service" image. Books; Blog & Podcast; Contact; Hug Your Haters: Embrace Complaints and Keep Your Customers. It's a fundamental question that will shape our future. 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. Welcome back. 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. 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. A fantastic book on customer service that has many reference points for any business owner in which to refer back. After reading Jay Baer’s book, This is an example of a pretty good work couched in a regrettable title. 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. Really Good Ideas. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about. 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. I spent untold dollars in the Kindle store. Extremely helpful book very well-written, backed by solid research and data. I was taught that a “hater’s” understanding was the truth I had to … Overall a interesting read. 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. "Hug your haters" is repeated multiple times throughout the book. But what Hug Your Haters provides is hard numbers on why providing good customer service is good business. Be the first to ask a question about Hug Your Haters. 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. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. It is a form of customer advocacy—you show that the customers matter to you. Customer service can be impacted through all levels of a company, and across industries. Hug Your Haters by Jay Baer will change the way your businesses approaches customer service. There's a problem loading this menu right now. 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. It includes specific playbooks … Absolutely worth your time however if you're in business or work with businesses on their brands and customer service. I was taught that a haters understanding was the truth I had to work with regardless of the facts. 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 owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. Prime members enjoy FREE Delivery and exclusive access to music, movies, TV shows, original audio series, and Kindle books. 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. And we can further damage ourselves, depending on the context of the complaint. Anyone who has customers needs to read this book! 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. Jay Baer's "Hug Your Haters" is the bible when it comes to responding to online reviews--positive or negative. But it's far smarter, argues Baer, to address those reviews—after all, they're the ones who cared enough to say something. 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 is about modern customer service, how to hug your "haters" and turn the situation around. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on top. Evolving your culture to respond to every comment, complaint and review is a whole new landscape for all of us. 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. But it's far smarter, argues Baer, to address those reviewsafter all, they're the ones who cared enough to say something. If you are in a B2C industry dealing with end users, this book could be very helpful. 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. One awful experience, and it was all over. Fairly good read. 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. On the other hand, I've delayed "cutting the cable". Hug Your Haters Book Takeaways. After reading this book, I now feel more like making complaints (in nice ways) to businesses. 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). I agree. 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). I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. I hate to say “finally,” because there is a lot more I could say about this book, … 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. Step into the Hatrix and turn them into company advocates. This can be a huge difference between you and your competitors. Reviewed in the United States on July 3, 2019. 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. 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. Reviewed in the United States on April 10, 2018. Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social. Didn’t love, don’t waste your hard earned money. Go figure. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. I plan to purchase additional and send to some accounts. Sorry author. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. There are no discussion topics on this book yet. I was taught that a “hater’s” understanding was … … Although the key data is from 2015, I believe is more than relevant this day as well. By responding to the complaints, you can learn about your customer’s perceptions. 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. This is an example of a pretty good work couched in a regrettable title. I learned a lot about the onstage and offstage haters and the importance of replying to any and all feedback. I spent untold dollars in the Kindle store. Jay covers how to handle the onstage and offstage haters on various social media channels. It separates good service from bad, and I reflect on my own experiences. It describes two main group of haters: offstage (phone and e-mail) and onstage (social media, review sites and forums) and the diffrences between the both. Excellent book on answering the complaints about your organization.
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