How to embrace complaints and keep your customers 2016 by jay baer. In the book, baer gives many examples of the various ways customer service has. Pick up the key ideas in the book with this quick summary. Listen to hug your haters how to embrace complaints and keep your customers by jay baer available from rakuten kobo. Hug your haters reveals why detractors can become your most valuable customers. Sally hogshead, author of fascinate and how the world sees you jay baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints. And that research is buttressed by more than 70 interviews i did for the book. In other words, the highest compliment he could give. I came across this book while looking for a read on customer service, a topic i havent touched on for a long time, since the customer service survival kit by richard s. The book primarily speaks to the community manager, a role that was once deemed optional but with the growing issue of decreased brand. These two groups of haters differ demographically, in the. Free shipping and pickup in store on eligible orders. 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.
Start a free 30day trial today and get your first audiobook free. How to embrace complaints and keep your customers ebook written by jay baer. Im also delighted that the book is rooted in real research, not just anecdote. The nearuniversal adoption of smartphones and social media has fundamentally. Has hug your haters by jay baer been sitting on your reading list. Hug your haters, by jay baer, is an important reference book for anyone who has a job, owns a business, or is thinking of starting a business. My grandfather would have called jay baer a gentleman, a scholar, and a judge of good whiskey. Click download or read online button to get hug your haters book now. Clicking on the image above will take you to amazon where a tiny percentage goes to help my movie and book buying habit. For more on how, why, and where consumers complain plus case studies from around the globe, id like to invite you to check out my new book, hug your haters, today. Without great customer service, marketing is a waste of time and money.
If someone actually cares enough to complain, odds are they could stick around. Ive seen jay speak a couple of times and the most recent time i was intrigued by the study he conducted with edison research that forms the back bone of hug your haters. 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. The term hater, in this article will refer to anyone who complains about. Bestselling author jay baer shows why that approach is a major mistake. How to embrace complaints and keep your customers by jay baer march 03, 2016 recently i partnered with the highly respected attitude collection group edison research to take a close look at the current state of hate. How to embrace complaints and keep your customers social media has changed customer service forever. Dec 10, 2015 awesome advice for customer service professional in any industry. This site is like a library, use search box in the widget to get ebook that you want.
If you need to decrypt customer service, you need to read hug your haters. The book is, in part, built around consumer research produced in partnership between the author, jay baer, and research group edison research. How to embrace complaints and keep your customers by jay baer at indigo. Ebook hug your haters as pdf download portable document format. He is the new york times bestselling author of five books, including hug your haters. Hug your haters by jay baer penguin random house canada.
I invited jay to talk about his latest book, hug your haters, that addresses the fear of engaging with potentially nasty or even mean customers. But the rise of customer complaints is actually an enormous opportunity. How to embrace complaints and keep your customers hug your haters by jay baer hug your haters 2016 is a guide to using disgruntled customers to improve your business. Haters feedback is an important asset in this battle. The examples were engaging and entertaining and jay baer is a great narrator. Marketers are gravitating towards a more humanistic approach to reputation management and customer service thanks to findings from new york times bestselling author jay baers recent book hug your haters. Baer gives you a better map to success than anyone else. Baer is one of the foremost experts on customer experience. 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. Marketers are gravitating towards a more humanistic approach to reputation management and customer service thanks to findings from new york times bestselling author jay baer s recent book hug your haters. 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. Baer referred to the people who complain as haters and stressed the importance of your haters. I wish i could have handed that cab driver a copy of jay baer s latest book, hug your haters, right then and there. Buy hug your haters book online at low prices in india.
Mar 01, 2016 in jay baer s research with edison, conducted for his new book, hug your haters, he discovered that there are two main types of haters. Why you should hug your haters this year liveperson. The objective of this book was to teach and inform businesses on how to embrace. It has shifted power from brands to consumers, requiring a different way of thinking. How to embrace complaints and keep your customers by jay baer. In jay baer s 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 doesnt matter if youre a sole proprietor, a small business, or a giant corporation. Access a free summary of hug your haters, by jay baer and 20,000 other business, leadership and nonfiction books on getabstract. Hug your haters free summary by jay baer getabstract. In jay baer s research with edison, conducted for his new book, hug your haters, he discovered that there are two main types of haters. How to embrace complaints and keep your customers, jay baer shows how haters are actually a good thing.
If jay baer s hug your haters had a singular tagline or truism, it would be this. How to embrace complaints and keep your customers jay baer isbn. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. Steve curtin, author of delight your customers jay provides strategies. Hug your haters is an important read for anyone who actually cares about customers and the experience they offer. 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. 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. Chris brogan, ceo of owner media group hug your haters is one of the most profound books a business can read today.
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. Jay baer hug your haters full presentation duration. In the book, baer gives many examples of the various ways customer service has changed in todays. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. Hug your haters quotes showing 19 of 9 the most dangerous customers arent your haters. In this post, ill give you a quick take on baers customer service insights and axioms that make hug your haters a mustread. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Buy hug your haters book online at low prices in india hug. If jay baers hug your haters had a singular tagline or truism, it would be this. The three biggest lessons from hug your haters are. Hug your haters jay baer full length keynote appfolio duration. Hug your haters by jay baer will change the way your businesses approaches customer service baer has written one of the most important and useful books on customer service for our current age. Jay baer, president of convince and convert and author of hug your haters.
May 17, 2016 jay baer has written one of the most important and useful books on customer service for our current age. Jay baer is the worlds most retweeted person among digital marketers. 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 portfolio. Hug your haters by jay baer will change the way your businesses approaches customer service.
This months article will briefly overview some of the learnings from a book i recently read by jay baer, titled hug your haters. Hug your haters by jay baer book notes nick qs blog. Jay baers new book, hug your haters, reminds me of some valuable advice i. Hug your haters download ebook pdf, epub, tuebl, mobi. Jay shares how you can learn to embrace these haters and turn them into inspiration for even better customer care. Hug your haters audiobook by jay baer 9781469003733. These people simply want solutions to their problems.
Hug your haters was written by jay baer, who worked with an analytics firm to gather data to prove the benefits of embracing complaints as opposed to ignoring them. Mar 01, 2016 bestselling author jay baer shows why that approach is a major mistake. Technology has evaporated the barriers of complaint. He got information about quite a few things such as the percentage of online and offline complaints, and their age. If someone actually cares enough to complain, odds are they could stick around use your criticism to grow. 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. The book provides not only a close examination of reasons why brands should hug their haters and there are plenty, it also breaks down the different types of haters and provides recommendations on how these haters should be handled. A motivational keynote speaker presentation from jay baer that teaches how to build businesses with customer service and handling negativity. My buddy jay baer just wrote what has become one of my favorite customer.