For brands that are engaging on a limited basis, the book can inspire and encourage greater activity. A motivational keynote speaker presentation from jay baer that teaches how to build businesses with customer service and handling negativity. How to embrace complaints and keep your customers portfolio. For brands that are developing strategies for engagement, the book can help illuminate the way forward. 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. Hug your haters is an important read for anyone who actually cares about customers and the experience they offer.
How to embrace complaints and keep your customers, jay baer shows how haters are actually a good thing. Internet and social media broke communications barriers. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. I wish i could have handed that cab driver a copy of jay baers latest book, hug your haters, right then and there. The three biggest lessons from hug your haters are. Hug your customers shares the handson practical philosophy that has allowed mitchell and his family of stores to thrive and excel in todays challenging retail marketplace. 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. Veterans can also benefit from this book one way or another, but its hard to differentiate this book from hordes of other books of the same subject. Hug your haters is one of the most profound books a business can read today. In jay baers research with edison, conducted for his new book, hug your haters, he discovered that there are two main types of haters. The key summary to hug your haters by jay baer this summary will help you cut the fluff and get right into the key messages of the book.
Embrace complaints and keep your customers haters arent your problem ignoring them is. Important because baer presents counterintuitive insights that will transform the way brands and business owners think about the role of customer service in their success and their survival. This site is like a library, use search box in the widget to get ebook that you want. How to embrace complaints and keep your customers social media has changed customer service forever. Hug your haters is the new playbook for how businesses of all sizes must handle customer complaints in a modern, mobile world. Hug your haters provides the recipe for a mobile, social. Hug your haters download ebook pdf, epub, tuebl, mobi. Bestselling author jay baer shows why that approach is a major mistake.
This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. Baer has written one of the most important and useful books on customer service for our current age. This book is about modern customer service, how to hug your haters and turn the situation around. First, the hater in jays book is the complainer, the customer who takes. Asking for help, of course, has been around for years.
Hug your haters by jay baer is the first book on modern customer service. Chris brogan, ceo of owner media group hug your haters is one of the most profound books a business can read today. Pdf hug your haters download full pdf book download. In jay baers new book, hug your haters, readers learn how to embrace complaintsall of themand use this critical feedback to improve their businesses and keep their customers. It includes specific play books and formulas as well as a foldout poster of the hatrix, which. Dijulius iii, author of the customer service revolution.
These people simply want solutions to their problems. Specifically, my work as a social media and content marketing strategist provided me many. He is the new york times bestselling author of five books, including hug your haters. Welcome back to book in a snap, where we give you those golden nuggets of information from business and marketing books you want to read, but just dont have the time. In other words, the highest compliment he could give. Hug your haters book washington county cooperative. Baer is one of the foremost experts on customer experience baer is one of the foremost experts on customer experience. Baer is one of the foremost experts on customer experience john r. Surprisingly, your allies in this contest are the incensed customers who make the effort to let you know youve made them angry the haters. Buy hug your haters book online at low prices in india. In his book hug your haters, jay baer emphasizes, backed by research the future of business relies on stellar customer service.
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. Hug your haters is a quick read for people in the customer service industry, especially for first timers who wants to understand the big picture. Click download or read online button to get hug your customers book now. Without great customer service, marketing is a waste of time and money. Hug your haters how to embrace complaints and keep your customers book. If the idea of dealing with haters makes you uncomfortable or customer service isnt your strong suit, youll definitely want to give this book a read. Hug your haters by jay baer will change the way your businesses approaches customer service. But the rise of customer complaints is actually an enormous opportunity. It includes specific play books and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. People from all over the world can reach you and your business, buy from you. Baer gives you a better map to success than anyone else. Hug your haters the book you didnt know you needed to read.
The objective of this book was to teach and inform businesses on how to embrace. When i read a new business book it will sometimes take me down a particular intellectual path, other times it will provide nuggets of useful information that i can use, and sometimes i will disagree with it to such an extent, that i cannot wait to be done. Known as the first modern book on customer service, baer argues, haters are not your problem. If someone actually cares enough to complain, odds are they could stick around use your criticism to grow. If youre not already hugging and loving your haters, then i cant think of a better time to start doing so than right now. Rather than just ignore them and focus on those who dig you, instead try to use that experience to grow your business. In this book on loving those customers who, lets be honest, kinda annoy you, jay baer shows how you can turn your grumpy customers into raging fans. How to embrace complaints and keep your customers haters are not your problem. Chapter 4 key data in the uk, 23 of people who have used social media for customer support now prefer it to a traditional call center. In jay baers new book, hug your haters, readers learn how to. Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. Hug your haters is a great read for cx professionals no matter where their brand falls on the wider spectrum of engagement. Hug your customers download ebook pdf, epub, tuebl, mobi. If it feels like there are more complaints than ever, and that youre spending more time and money dealing with negativity and backlash, youre right.
Hugging your haters doesnt mean the customer is always right, but it does mean the customer is always answered. My grandfather would have called jay baer a gentleman, a scholar, and a judge of good whiskey. How to embrace complaints and keep your customers ebook. Filled with accessible advice, personal case studies and tips any businessperson can use, hug your customers is an energizing blueprint for customer and employee retention. How to embrace complaints and keep your customers by jay baer. Baer referred to the people who complain as haters and stressed the importance of your haters. If you need to decrypt customer service, you need to read hug your haters. Based on an extensive proprietary study of how, where, and why we complain, hug your haters proves that there are two types of complainers, each with very different motivations.
This is a huge problem, and businesses that embrace the hug your haters recipe will become leaders in their industry. Jay baer, president of convince and convert and author of hug your haters. Hug your haters jay baer hindi book summary aadi gurudas udaan ngo kitabi keedhey udaan ngo. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Expectations are higher and technology makes us all accessible.
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