Hug Your Haters

Hug Your Haters

How to Embrace Complaints and Keep Your Customers

By: Jay Baer

Published: 2016

ISBN: 978-1101980675

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About the Book

Without great customer service, marketing is a waste of time and money. In Jay Baer’s new book, Hug Your Haters, readers learn how to embrace complaints—all of them—and use this critical feedback to improve their businesses and keep their customers. Hug Your Haters is the new playbook for how businesses of all sizes must handle customer complaints in a modern, mobile world. Named a top 3 marketing book for 2016 by Strategy+Business Magazine, Hug Your Haters will change how you think about marketing, customer service, and the road to success when customers expect more than ever…and want it right NOW.

Widespread adoption of smartphones and social media has fundamentally altered the science of complaints. Critics of companies (“haters”) can now express their displeasure in seconds, in public, with no interpersonal friction. This trend has resulted in an overall rise in complaints, and a belief by many businesses that they should “pick their spots” when choosing to answer haters’ criticisms.

Hug Your Haters proves that approach to be a costly mistake.

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 step-by-step strategy for how to handle them successfully.


About the Author

Jay Baer

Jay Baer is President of Convince & Convert, a global keynote speaker and emcee, host of the Social Pros podcast, an inductee into the Word-of-Mouth Marketing Hall of Fame, and the author of five books including Hug Your Haters: How to Embrace Complaints and Keep Your Customers.

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