Hug Your Haters

Convince & Convert, an online customer service and digital marketing consultancy and media company, is led by Jay Baer. He has five novels to his credit, including the New York Times best-seller Youtility. He writes for Inc., Entrepreneur, and Forbes.com, runs the world's number one content marketing site, and hosts multiple award-winning podcasts.

Eighty percent of businesses claim to provide excellent customer service, yet just eight percent of their customers agree. This book will assist you in closing that gap by restructuring your customer service to provide outstanding experiences.

The widespread use of smartphones and social media has drastically changed the science of complaints. Critics ("haters") can now express their anger more quickly and publicly than ever before. These tendencies have resulted in an overall increase in complaints and the perception among many firms that they must "choose their spots" when responding to critiques.

Bestselling author Jay Baer explains why this strategy is disastrous. Hug Your Haters demonstrates that there are two categories of complainers, each with very different motivations, based on an extensive private study of how, where, and why we complain:

• Offstage haters. These people are merely looking for solutions to their difficulties. They complain through traditional channels where they are more likely to receive a response—phone, e-mail, and company websites. Offstage detractors don't care if anyone else finds out as long as they have their questions answered.
• Onstage haters. These people are frequently dissatisfied with traditional means of communication, therefore they resort to alternative channels such as social media, online review sites, and discussion boards. Haters onstage want more than solutions; they want an audience to join them in their righteous outrage.

Hug Your Haters demonstrates how to deal with both groups by utilizing painstakingly researched case studies from organizations of all sizes and sorts from around the world. It comes with precise playbooks and algorithms, as well as a fold-out poster of "the Hatrix," which outlines the optimal strategies for various situations. The book also contains tragic and funny examples of haters gone wild and companies gone insane, as well as inspiring stories of businesses responding with quickness, compassion, and empathy.

You will have detractors whether you work for a mom-and-pop shop or a worldwide business, and you cannot afford to ignore them. Baer's insights and strategies will teach you how to embrace complaints, turn haters into supporters, and turn bad news into positive consequences.

Author: Jay Baer

Link to buy: https://www.amazon.com/Hug-Your-Haters-Complaints-Customers/dp/1101980672/

Ratings: 4.4 out of 5 stars (from 38 reviews)

Best Sellers Rank: #177,533 in Books

#255 in Customer Relations (Books)

#288 in Marketing & Consumer Behavior

#1,153 in Marketing (Books)