Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Written by:
Jay Baer
Narrated by:
Jay Baer

Unabridged Audiobook

Release Date
March 2016
5 hours 37 minutes
Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.

Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ('haters') are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters.

The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:
How, where and why people complain (by demographic and by channel)
How and when consumers expect a response when they complain
The advocacy impact of answering (or ignoring) a customer
Differences in complaint type and expectations by industry
Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers.

Customers expect more from business than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows readers how to embrace complaints and turn bad news into good.
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Julie B.

I listen to this quick book repeatedly it’s not bad

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Aaron M.

I think is a must read in the digital age. Whether you’re a YouTube personality like myself, run an Internet business, or just spend a large amount of time on the Internet, dealing with Trolls is inevitable. I learned from this book to respond to people with kindness even when (and especially when) they don’t deserve it. As stated in these pages, those people will often go away or quickly become very kind people themselves.

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