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. Jay baer based on proprietary research and more than 70 exclusive interviews, new york times bestselling author jay baer offers a new playbook for handling unhappy customers. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. Download pdf hug your haters how to embrace complaints and keep your clearly, theres a disconnect somewhere, and its costing companies millions. Ebook hug your haters as pdf download portable document. Pdf free, or even where to download hug your haters. Its all about how critical it is to listen to feedback from your customers especially the ones who hate you. Hug your haters is a great read for cx professionals no matter where their brand falls on the wider spectrum of engagement. The haters incensed customers who let you know how youve upset them can help or hinder your business. Admittedly, its not easy to hug your haters those who share legitimate complaints or go as far. In this summary of hug your haters by jay baer, youll discover. Print both on card stock paper or print the printable art page on clear sticker paper to create your own clear stickers suggested labelsavery 8665clear full. 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.
Mar 06 2020 hugyourhatershowtoembracecomplaintsandkeepyourcustomers. Jay teaches the critical steps necessary to retain and delight. Eighty percent of companies say they deliver outustanding customer service, but only 8 percent of their customers agree. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. Hug your haters a book on customer service disruption. The sooner you can uncover them, the faster youll be able to patch up.
How to embrace complaints and keep your customers torrent. His latest thought provoking book, hug your haters. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. Baer does a masterful job of explaining what haters. Its time to hug your haters no matter where theyre complaining. Centered around proprietary research into the how, where, and why we complain, hug your haters demonstrates that there are two types of complainers, each with very different motivation, and provides the stepbystep strategy for how to handle them successfully. Last year, baer published his fifth book, hug your haters. 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.
According to baer, customer service is the new marketing and since modern marketers end up interacting with the most customers publicly, its important that we all understand customer. They will come in many different forms, both in your face, in person, and anonymously, online. How to embrace complaints and keep your customers portfolio. Bestselling author jay baer shows why that approach is a major mistake. Haters provide a valuable source of information about the issues facing your consumers and a perfect avenue for fixing problems and earning their loyalty. I realize that this has to be a infuriating process when making a decision. Baer referred to the people who complain as haters and stressed the importance of your haters.
This site is like a library, use search box in the widget to get ebook that you want. Hugging your haters doesnt mean the customer is always right, but it does mean the customer is always answered. The complete guide to creating customers with word of mouth. The nearuniversal adoption of smartphones and social media has fundamentally altered the science of complaints.
You shouldnt wait for your lessthansatisfied customers to come to you. Mar 06 2020 hugyourhatershowtoembracecomplaintsandkeepyour customers. But the rise of customer complaints is actually an enormous. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. Click download or read online button to get hug your haters book now. For brands that are engaging on a limited basis, the book can inspire and encourage greater activity. Hug your haters how to embrace complaints and keep your customers jay baer based on proprietary research and more than 70 exclusive interviews, new york times bestselling author jay baer offers a new playbook for handling unhappy customers. Most business books are based on advice and anecdote including my previous works. He is the new york times bestselling author of five books, including hug your haters. Eighty percent of companies say they deliver outstanding customer service, but only.
Jay baer hug your haters full presentation from brand manage camp 2017. Jay baer, customer experience expert and new york times bestselling author, joins us to share a few key points from his upcoming book hug your haters. Hug your haters talks about why you should embrace these haters, and how you can handle these complaints. Rather than just ignore them and focus on those who dig you, instead try to use that experience to grow your business. You can love your customers, but how about hugging your haters. Hug your haters proves that approach to be a costly mistake. Grab this cool pdf action guide 6 keys to rapidly grow your speakingdriven business. Right from the start, hug your haters is filled with good advice.
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 teaches you who complains, why they complain, and how to capitalize on those complaints. Hug your haters explains this new reality and shows readers how to embrace complaints and turn bad news into good. Complaints indicate pain points that your business needs to address. Ebook hug your haters as pdf download portable document format. Jay baer is a worldrenowned social media strategy consultant. Since 1994, he has advised over 700 companies ranging from caterpillar to nike. Available on kindle ebook and can be read on any device with the free kindle. He touches on why companies have to stop treating customer service as a spectator sport, why companies with a callcenter mentality are doomed, and why seeking to increase the. What if you could get the core 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. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
My buddy jay baer just wrote what has become one of my favorite customer service books, hug your haters. How to embrace complaints and keep your customers online. Hug your haters free summary by jay baer getabstract. Hug your haters download ebook pdf, epub, tuebl, mobi. Jay baer, the founder of a company he calls convince and convert. Masterclass on customer service and loving your haters. Hug your haters summary by jay baer overdrive rakuten. Hug your haters shows you exactly how to deal with both groups, based on carefully examined case studies from companies of all types and sizes from all over the world. Marketing expert jay baer cautions that executives who dismiss haters as irrelevant are missing the real issue. 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. If you dont have a strategy for dealing with them, you can find yourself distracted from your mission or worse, with a damaged reputation. Social media outlets give your customers a channel for making public statements about your product or services. Members are hopeful, but doubtful, developers will listen to him.
How to embrace complaints and keep your customers is a contrarian and modern view of creating extraordinary customer service. Thank you irene and those that proof read your article and gave advice, timeshare is a crazy world, which is such a shame as it is a great idea, with many who have enjoyed it for many years. In todays fastpaced world, where information travels at lightning speed through the internet, good ideas are a dime a dozen. Read or download the ebook in pdf format hug haters. Hug your haters and what his research and recommendations mean to you and your business. An audio introduction to hug your haters by convince.
Hug your haters ebook by jay baer 9781101980699 rakuten. Hug your haters by jay baer overdrive rakuten overdrive. How to embrace complaints and keep your customers baer. Hug your haters how to embrace complaints and keep your. How to embrace complaints and keep your customers haters are not your problem. It will take you a few days to a few weeks to read a typical book, depending on your reading speed. Its based on extensive proprietary research that jay conducted with the help of edison research. Eighty percent of companies say they provide a way outstanding customer service, but only 8 percent of their customers agree.
For brands that are developing strategies for engagement, the book can help illuminate the way forward. Hug your haters bible journaling printable digital. In parts of the book, baer, discussed how to embrace the haters complaints. In the beginning of the novel, he stated, haters are not your problem ignoring them is baer 3.
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