Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged Audiobook
- Release date: 01-03-16
- Language: English
- Publisher: Gildan Media, LLC
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 listeners 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 businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.
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Customer ReviewsMost Helpful
By hadi maghsoudi on 19-03-16
Such a waste of time
Any additional comments?
Whole book can be summarized in one small essay, not to say a paragraph. The title and prefix looks appealing, and he keeps promising you for more in depth analysis and examples. But, I wasted more than 5 hours listening and I know no more than only a few sentences that were kept repeating for the whole 5 hours. Actually, he did a very good job making an empty paragraph to so many words called a book. This should be a lesson for me to not to waste my time in future reading or listening cheap books like this one.
3 of 5 people found this review helpful
By Anonymous User on 15-08-18
I've really enjoyed this book. Great info, great advice, great perspective! The stats get a little heavy at one point (can't remember... chapter 3 or 4), but other than that, it's really fantastic. I shared it with my entire leadership and executive teams.