This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Baer is one of the foremost experts on customer experience john r. Most marketers know that the majority of their focus should be working on retaining customers rather than hunting for new ones. If someone actually cares enough to complain, odds are they could stick around. If youre not already hugging and loving your haters, then i cant think of a better. 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. Published by michael stelzner on may 12, 2017 on michael stelzner on may 12, 2017 on. 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.
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. Hug your haters the book you didnt know you needed to read. Jay baer and edison research conducted a landmark study of more than 2,000 consumers and found. He is the new york times bestselling author of five books, including hug your haters. Jay is all of those things, and his latest scholarly work is his new book, hug your haters. How to embrace complaints and keep your customers jay baer isbn. Oct 24, 2017 hug your haters how to embrace complaints and keep your customers haters arent your problem ignoring them is. Jan 17, 2020 hug your haters jay baer hindi book summary aadi gurudas udaan ngo kitabi keedhey udaan ngo.
In this conversation, youll learn why its important to be nice even or especially to haters. Customer service keynote speaker keynote speaker and. Specifically, my work as a social media and content marketing strategist provided me many. Hug your haters is the new playbook for how businesses of all sizes must handle customer complaints in a modern, mobile world. Feb 20, 2016 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 2016 by jay baer.
Im suspect when talking about jay baer and his books. Nov, 2018 if jay baers hug your haters had a singular tagline or truism, it would be this. Hug your haters is an important read for anyone who actually cares about customers and the experience they offer. Last year, baer published his fifth book, hug your haters. He is the author of five books, including the new york times bestseller youtility. Talk triggers by jay baer and daniel lemin 12 minutes read. How to embrace complaints and keep your customers, jay baer shows how haters are actually a good thing. 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. I wish i could have handed that cab driver a copy of jay baer s latest book, hug your haters, right then and there. Keynote speaker and emcee jay baer pick jay baer and. Start a free 30day trial today and get your first audiobook free.
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. Hug your haters goodreads meet your next favorite book. Based on an extenesive proprietary study of how, where, and why we complain, hug your haters proves that there are two types of complainers, each with very differeent motivations. This is the first modern book on customer service, and its essential reading for anyone who cares about their business. Its all about how critical it is to listen to feedback from your customers especially the ones who hate you. Technology has evaporated the barriers of complaint. How to make facebook video for marketers logsystem. A new york times bestselling author of five books, including hug your haters, youtility, and now revolution a goto source for the press including npr, usa today, time, real simple, cbc. Ny times bestselling author, global keynote speaker. Bestselling author jay baer shows why that approach is a major mistake. May 30, 2016 bestselling author jay baer shows why that approach is a major mistake.
The complete guide to creating customers with word of mouth. Talk triggers jay baer full length keynote speaker word of mouth. In this post, ill give you a quick take on baers customer service insights and axioms that make hug your haters a mustread. Hug your haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good. Based on an extensive proprietary study of how, where, and why we complain, hug. Baer referred to the people who complain as haters and stressed the importance of your haters. Find out why guy kawasaki calls the books a transformational work in the history of customer service. Buy hug your haters book online at low prices in india hug. Masterclass on customer service and loving your haters. In other words, the highest compliment he could give. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Known as the first modern book on customer service, baer argues, haters are not your problem. That vast difference in the amounts spent around the world is indicative of a larger problem that most businesses face losing customers to substandard customer care.
The nearuniversal adoption of smartphones and social media has fundamentally. Hug your haters is one of the most profound books a business can read today. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. Complainers are louder, more prevalent and more numbered than ever before. 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. But the rise of customer complaints is actually an enormous opportunity. People from all over the world can reach you and your business, buy from you. Jay baers new book, hug your haters, reminds me of some valuable advice i received early in my retail career retail is one of my past lives. Named one of 2016s top 3 business books by strategy. Hug your haters free summary by jay baer getabstract. How to embrace complaints and keep your customers hardcover march 1, 2016. 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.
I do love love your videos and i do plan on getting your books at the recommendation of pat flynn. Jay baer hug your haters full presentation youtube. 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 is a huge problem, and businesses that embrace the hug your haters recipe will become leaders in their industry. Hug your haters impact marketing book summaries impactbnd. 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. The worlds most retweeted person among digital marketers, jay writes for inc. About jay baer jay brings 26 years of marketing and customer experience expertise, and has worked with more than 700 companies, including 36 of the fortune 500. Find all the books, read about the author, and more. Hug your haters audiobook by jay baer 9781469003733. Internet and social media broke communications barriers. With smart phones and alwayson internet access, consumers complain more often and across more channels, many of them public. Speaker jay baer digital marketing speaker and author. In the book, baer gives many examples of the various ways customer service has changed in todays.
The 2 types of haters and how to handle them research from jay baer s new book on customer service. Hug your haters provides the recipe for a mobile, social, rightnow world where complaints are faster and louder than ever. Customer service event management home at tafe new. 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. Buy hug your haters book online at low prices in india.
Mar 01, 2016 bestselling author jay baer shows why that approach is a major mistake. I show audiences how to turn customer service into a huge marketing advantage in my keynote presentation. My buddy jay baer just wrote what has become one of my favorite customer service books, hug your haters. Hug your haters jay baer full length keynote appfolio duration. In his book hug your haters, jay baer emphasizes, backed by research the future of business relies on stellar customer service. My grandfather would have called jay baer a gentleman, a scholar, and a judge of good whiskey.
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. Jay baer is the new york times bestselling author of six books that help you get more customers or keep those youve already earned. Jay baer founder, content marketing strategy, social media. Jay baer is a renowned business strategist, keynote speaker and the new york times finestpromoting writer of 4 books who travels the world helping businesspeople get drum and bass keep more customers. If youre not already hugging and loving your haters, then i cant think of a. May 17, 2016 jay baer has written one of the most important and useful books on customer service for our current age. Access a free summary of hug your haters, by jay baer and 20,000 other business, leadership and nonfiction books on getabstract. Listen to hug your haters how to embrace complaints and keep your customers by jay baer available from rakuten kobo. The three biggest lessons from hug your haters are.
The hug your haters book was named one of 2016s top 3 business books by. Available march 2016, his new e book hug your haters supplies a compelling and sometimes hilarious rationale for why cell and social applied. How to embrace complaints and keep your customers by jay baer. 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. If it feels like there are more complaints than ever, and that youre. This post is drawn from jay baer s new book, hug your haters. If jay baer s hug your haters had a singular tagline or truism, it would be this. These people simply want solutions to their problems. 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.
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