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

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

by Jay Baer


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Product Details

ISBN-13: 9781101980675
Publisher: Penguin Publishing Group
Publication date: 03/01/2016
Pages: 240
Sales rank: 368,400
Product dimensions: 5.90(w) x 9.10(h) x 1.00(d)

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; writes the world’s #1 content marketing blog; and hosts several award-winning podcasts. He lives in Bloomington, Indiana, with his family.

Table of Contents

Foreword xi

Introduction 1

Chapter 1 Why You Should Embrace Complaints 9

Chapter 2 The Two Types of Haters and the DNA of Complaints 34

Chapter 3 The Hatrix: Who Complains, Where, and Why 52

Chapter 4 Customer Service Is a Spectator Sport 63

Chapter 5 Big Buts: 5 Obstacles to Providing Great Service 96

Chapter 6 H-O-U-R-S: The Playbook for Hugging Offstage Haters 127

Chapter 7 F-E-A-R-S: The Playbook for Hugging Onstage Haters 141

Chapter 8 The Future of Customer Service 163

Afterword 179

Appendix: Hug Your Haters-an Easy Reference Guide 183

Acknowledgments 191

Author's Note 193

Notes 195

Index 209

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Hug Your Haters: How to Embrace Complaints and Keep Your Customers 4 out of 5 based on 0 ratings. 1 reviews.
GarrettSussman More than 1 year ago
Baer has written the best primer for how to approach Customer Service in a digitally connected world. Many of his insights and axioms are counterintuitive, but are bore out by his research. He addresses how to approach the various channels that customers now use to engage with brands including: Phone, Email, Social Media, Online Forums and Online Review sites. I like that he provides interesting anecdotes about the experiences of both major corporations and small businesses. The contents in the book apply to everyone. He provides actionable advice, like how you should only reply twice in public facing communication channels. My only qualm with the book was the way he presented his data. He uses some large sweeping statistics that allows him to come to some interesting conclusions about how valuable it is to respond to negative comments even if it feels intimidating or counterproductive. I wish that he provide more of his research aside from his "Hatrix" poster as well as more details into his methodology. Aside from that one issue, I think this is a great book, chock full of great content. If you're not confident in building a strong customer culture for your business, this book is an excellent starting point.