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Hug Your Haters: How to Embrace Complaints and Keep Your Customers, by Jay Baer

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Review

One of 2016's top 3 marketing books: Strategy+Business MagazineOne of 2016's top customer service books: 800-CEO-READ

About the Author

Jay Baer is the president of Convince & Convert, an online customer service and digital marketing consultancy and media company. He is the author of five books, including the New York Times bestseller Youtility. He contributes articles to Inc., Entrepreneur, and Forbes.com; writes the world’s #1 content marketing blog; and hosts several award-winning podcasts. He lives in Bloomington, Indiana, with his family.

Product details

Hardcover: 240 pages

Publisher: Portfolio (March 1, 2016)

Language: English

ISBN-10: 1101980672

ISBN-13: 978-1101980675

Product Dimensions:

6.2 x 0.9 x 9.4 inches

Shipping Weight: 15.2 ounces (View shipping rates and policies)

Average Customer Review:

4.6 out of 5 stars

137 customer reviews

Amazon Best Sellers Rank:

#25,188 in Books (See Top 100 in Books)

The book basically tells you to always respond to all negative comments and do it with empathy.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.

Didnâ€™t love, donâ€™t waste your hard earned money. Sorry author. Wish ratings were more accurat. 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.

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. I am very happy did.This book gave me (and my clients) a whole new perspective on customer complaints, how to value them and how to respond to them. It also made me realize that how we respond to and interact with our consumers on social is far more important than the fluffy marketing post that we spend so much time trying to develop.So, before you pick up any more "how to win in social media" books, do yourself a favor and read this book. You will not regret it.

"Hug your haters" is repeated multiple times throughout the book. Also, going "above and beyond" to provide the best service to your clients doesn't always mean the ROI is worth the time.

Not an easy book to follow. I like the ideas and figures in this book. However, I would prefer to have more cases for each chapter.

It was a good book and very enlightening for todayâ€™s business world. However, not all companies can afford to take this type of approach. Would all love to talk to everyone of our customers, but it is not possible for all smaller start businesses.

Through this book I have learned many secrets which have assisted me in helping turn frustrated customers into voluteer marketers.

Based on extensive research, numerous interviews and case studies, Jay Baer makes a strong case for hugging your haters (answering every complainer in every channel, every time). But he just doesn't admonish businesses to do this because "it's the right thing to do." He also shows how hugging your haters can (and does) actually increase customer advocacy, retention AND profits! Hugging your haters may very well be the new marketing, and Jay not only points out the problem and the opportunity, he gives concrete ways to address it for both offstage (private) and onstage (pubic) haters. While hugging your haters is essential for businesses of all sizes and industries, I would liked to have seen more segmentation on how the approaches could be nuanced or different based on a company's type, size and resources. That said, this is a terrific, must-read book supplying real-word data on the problems and solutions facing the challenge of providing superior customer service - today - not five or more years ago.

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