Hug your haters reinvents customer service jason falls. This is a landmark book in the history of customer service. Hug your haters download ebook pdf, epub, tuebl, mobi. In fact, theres no escaping the occasional feedback from the worlds negative nancys. 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. How to hug your haters a local ceo raised a great question last week as i was having a coffee cup discussion with a table full of business owners. The term hater, in this article will refer to anyone who complains about. Written by jay baer, hug your haters is the first customer service and customer experience book written for the modern, mobile era and is based on.
Offstage haters tend to skew a little older in age. Since joining twitter in 2008, i have hugged my haters reading complaints, reaching out with a genuine and personal message, and trying to. Dec 07, 2019 jay baer is the author of hug your haters, worlds first modern customer service manual, showing how companies can benefit from online complaints. Pdf hug your haters download full pdf book download. Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. But the rise of customer complaints is actually an enormous. When you write them down, your fears become a lot less daunting. Feb 20, 2016 last week for valentines day i wrote about how to show your customers a little love.
Written by jay baer, hug your haters is the first customer service and customer experience book written for the modern, mobile era and is based on proprietary research and more than 70 exclusive interviews. Has hug your haters by jay baer been sitting on your reading list. Oct, 2017 jay baer hug your haters full presentation from brand manage camp 2017. Hugging your haters gives you the chance to turn lemons into lemonade, morph bad news into good, and keep the customers you already have, the book says one customer at a time. Available on kindle ebook and can be read on any device with the free kindle app. Recently, a few of our team members took part in a marketing profs webinar called hug your haters, featuring the author of a book by the same name, jay baer. That really came to me just through our daytoday work.
With smart phones and alwayson internet access, consumers complain more often and across more channels, many of them public. Why online haters are your most important customers. Hug your haters is the first customer service and customer experience book written for the modern, mobile era and is based on proprietary research and more than 70 exclusive interviews. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. How to embrace complaints and keep your customers is a contrarian and modern view of creating extraordinary customer service. Learning to hug your haters with jay baer social media today. You can selfpublish or get a book deal with the churn and burn factories like wiley and pearson the latter of which was my publisher if you know the right.
When you do, often you can turn a bad situation into a positive experience, which members want. According to jay, 90% of offstage haters expect and want a. Pick up the key ideas in the book with this quick summary. Hug your haters talks about why you should embrace these haters, and how you can handle these complaints. 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. Buy the book directly from jay now and receive instant digital access before the book launches officially on march 1, plus get a ton of. Hugging your haters doesnt mean the customer is always right, but it does mean the customer is always answered. Hug your haters ebook by jay baer 9781101980699 rakuten kobo. How to embrace complaints and keep your customers, about which guy kawasaki says. Anyone with a pulse and the ability to write somewhat coherently for a few weeks can publish a business book.
Apr 01, 2015 customer service how to hug your haters. Learning to hug your haters with jay baer social media. Hug your haters quotes showing 19 of 9 the most dangerous customers arent your haters. Even when brands do respond, they are often not meeting customer expectations in terms of response time. It doesnt matter if you and everyone else you know is madly in love with your product. This is a huge problem, and businesses that embrace the hug your haters recipe will become leaders in their industry. Why hugging your haters can help improve customer relationships. Since joining twitter in 2008, i have hugged my haters reading complaints, reaching out with a genuine and personal message, and trying to resolve issues. Im so pleased that we were joined by jacqueline who is the community evangelist at piktochart. For example, while 40% of people who expect a response in social media expect it within an hour, the. Last week for valentines day i wrote about how to show your customers a little love. In jay baers research with edison, conducted for his new book, hug your haters, he discovered that there are two main types of haters. Eighty percent of companies say they deliver outstanding customer service, but only.
In hug your haters, jay baeras research has shown that by properly answering every complaint, in every channel, every time, you not only will increase customer loyalty and word of mouth, but you will also find a valuable. How to minimize the impact of angry customers and maximize the value of positive interactions. Anyways this script is more user friendly than current version of pdfcreator to merge pdf files. Jay baer hug your haters full presentation from brand manage camp 2017. What led you to write the book, hug your haters, and what is the overarching theme. If you dont have a strategy for dealing with them, you can find yourself distracted from your mission or worse, with a damaged reputation.
People who are annoyed, disappointed, or downright angry. 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 the book, baer gives many examples of the various ways customer service has changed in todays. Youve got all these people watching how you handle it at. May 10, 2016 but what hug your haters provides is hard numbers on why providing good customer service is good business. These two groups of haters differ demographically, in the. In this eyeopening and hilarious presentation, new york times bestselling author jay baer reveals brandnew, proprietary research into why and where your customers complain. This months article will briefly overview some of the learnings from a book i recently read by jay baer, titled hug your haters. Why hug your haters changes business book authorship lets be honest. Why haters are the petri dish of great content marketing.
You can love your customers, but how about hugging your haters. May 17, 2016 jay baer has written one of the most important and useful books on customer service for our current age. Using social listening to improve your cx strategy heroes and zeroes. How to embrace complaints and keep your customers haters are not your problem.
Read or download the ebook in pdf format hug haters. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. Hug your haters teaches you who complains, why they complain, and how to capitalize on those complaints. Mar 06 2020 hugyourhatershowtoembracecomplaintsandkeepyour customers. This month, june 2016, we were discussing hug your haters by jay baer. Nwazor then had some great advice for brands dealing with social complaints, 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. Oct 31, 2016 as hug your haters emphasizes, working on customer retention may be a more profitable strategy. Complaints indicate pain points that your business needs to address. Its time to hug your haters no matter where theyre complaining. You shouldnt wait for your lessthansatisfied customers to come to you. Two types of hater ecosystems the offstage haters who complain using tradition channels or platforms, phone, and email. Whenever you are scared to take the next step, or paralyzed by risk, grab some paper and write down exactly what you frightens you. Mar 01, 2016 hug your haters is the first customer service and customer experience book written for the modern, mobile era and is based on proprietary research and more than 70 exclusive interviews.
Jay baer hug your haters full presentation youtube. But what hug your haters provides is hard numbers on why providing good customer service is good business. Dec 10, 2015 joel osteen blessed by your enemies duration. Ask taylor swift or ice t, if campy late90s gangsta rap is more your flavor.
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. As hug your haters emphasizes, working on customer retention may be a more profitable strategy. How to embrace complaints and keep your customers by jay baer. Why an awesome customer experience relies on hugging your. Hug your haters how to embrace complaints and keep your. Youve got all these people watching how you handle it at twitter and facebook and yelp. At least of all customer complaints go unanswered, according to baer, and people are sick of being ignored. Shop hugs for haters hug for haters tshirts designed by fansfordanneel as well as other hug for haters merchandise at teepublic. In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. This is generally to your face, via phone, over email, or in a survey that you sent them. Hug your haters hug your haters audiobook, by jay baer. Mar 15, 2016 why hug your haters changes business book authorship lets be honest. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. In this post, ill give you a quick take on baers customer service insights and axioms that make hug your haters a mustread.
We were getting asked by all these companies, like hey, how do we handle twitter in a customer service scenario. I set out to write the book to explain to companies how important it is to be answering customers online where customer service is a spectator sport, right. His latest thought provoking book, hug your haters. As a company that handles the online reputation of many of our customers, we are always looking for new and better strategies. Specifically, my work as a social media and content marketing strategist provided me many. Hug your haters by jay baer book notes nick qs blog. How to merge all pdfs in a directory with ghostscript. By using feedback from haters and addressing the problems they cite, you can create an advantage your competitors will find hard to emulate. A motivational keynote speaker presentation from jay baer that teaches how to build businesses with customer service and handling negativity. John maxwell the 5 levels of leadership animated book summary duration. This site is like a library, use search box in the widget to get ebook that you want. Technology has evaporated the barriers of complaint. Turning an online or offline critic into a fan or even an advocate, is at the core of jay baers new book, hug your haters.
Surprisingly, your allies in this contest are the incensed customers who make the effort to let you know youve made them angry the haters. Since 1994, he has advised over 700 companies ranging from caterpillar to nike. As it stands, onethird of all customer complaints go completely unanswered but, according to baer, ignoring is the worst possible thing you can do. They will come in many different forms, both inyourface, in person, and anonymously, online. 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. And this particular topic hug your haters and the revolution in customer service and the fact that customer service is the new marketing. Click download or read online button to get hug your haters book now. How organizations are treating customers and employees during empowering the workforce of future through digital adoption solutions. Eighty percent of companies say they provide a way outstanding customer service, but only 8 percent of their customers agree.
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