May 10, 2016 but what hug your haters provides is hard numbers on why providing good customer service is good business. Hug your haters quotes showing 19 of 9 the most dangerous customers arent your haters. An audience only 47% of onstage haters expect a reply to their complaint from the company. You shouldnt wait for your lessthansatisfied customers to come to you.
Valdesrodriguez responded, stating that the similarity between the names of the character and the teacher was purely coincidental and that she had used the. Read or download the ebook in pdf format hug haters. 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. Jay baer, president of convince and convert and author of hug your haters. Two types of hater ecosystems the offstage haters who complain using tradition channels or platforms, phone, and email. How to embrace complaints and keep your customers kindle edition by baer, jay. How to embrace complaints and keep your customers haters are not your problem.
Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. Pick up the key ideas in the book with this quick summary. Apr 01, 2015 customer service how to hug your haters. 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. Find all the books, read about the author, and more. This is generally to your face, via phone, over email, or in a survey that you sent them. And a five percent increase in customer retention boosts profits by 25 to 85 percent. They will come in many different forms, both inyourface, in person, and anonymously, online. Download it once and read it on your kindle device, pc. That was the premise of new york times bestselling author jay baers connections keynote, titled hug your haters. Hug your haters teaches you who complains, why they complain, and how to capitalize on those complaints.
The sooner you can uncover them, the faster youll be able to patch up those parts of your business. Dec 23, 2015 haters are a natural part of the growth of your business. Why an awesome customer experience relies on hugging your. Currently, baer explains the landscape as 38% of haters being onstage, and 62% of being offstage. You can love your customers, but how about hugging your haters. If you dont have a strategy for dealing with them, you can find yourself distracted from your mission or worse, with a damaged reputation. 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. How to embrace complaints and keep your customers audible audio edition. Specifically, my work as a social media and content marketing strategist provided me many. Why hugging your haters can help improve customer relationships. Why you should hug your haters this year liveperson. Chapter 2 two types of haters onstage haters frequent complainers 94% have a facebook account. May 17, 2016 jay baer has written one of the most important and useful books on customer service for our current age. How top brands create engaging experiences on social media.
But the rise of customer complaints is actually an enormous opportunity. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Sometimes its a legitimate issue like a debit card that isn. 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. These are more traditional consumers, including those who still defer to phone and email for help. Has hug your haters by jay baer been sitting on your reading list. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. Ask taylor swift or ice t, if campy late90s gangsta rap is more your flavor. How organizations are treating customers and employees during empowering the workforce. In this post, ill give you a quick take on baers customer service insights and axioms that make hug your haters a mustread. Ebook hug your haters as pdf download portable document format. In the book, baer gives many examples of the various ways customer service has changed in todays. Jay baer hug your haters full presentation youtube. Hug your haters shows you exactly how to deal with both groups, based on carefully examined case studies from companies of all types and sizes from all over the.
Youve got all these people watching how you handle it at twitter and facebook and yelp and. Hug your haters how to embrace complaints and keep your. In this eyeopening and hilarious presentation, new york times bestselling author jay baer reveals brandnew, proprietary research into why and where your customers complain. The attention to detail used to paint an average mans often frustrating life is as disturbing as the bloody violence that follows, giving us one of the years most readable nerveshredders. The objective of this book was to teach and inform businesses on how to embrace complaints and to hang on to their customers. Grab this cool pdf action guide 6 keys to rapidly grow your speakingdriven business. Jay baer, the worlds most inspirational marketing and customer service keynote speaker completely changes how audiences think about customer. Precisely why ive been vigorous at trying to build a startup for the last 18 months that focuses on human marketing. This is a huge problem, and businesses that embrace the hug your haters recipe will become leaders in their industry.
My grandfather would have called jay baer a gentleman, a scholar, and a judge of good whiskey. If youre not already hugging and loving your haters, then i cant think of a better time to start doing so than right now. Marketing expert jay baer cautions that executives who dismiss haters as irrelevant are missing the real issue. The complete guide to creating customers with word of mouth. Oct 17, 2015 haters are not your problem, ignoring them is. The haters incensed customers who let you know how youve upset them can help or hinder your business. They tend to be younger, between 1834, and theyre very comfortable heading to the internet for this type of thing. More than likely, these are the complaints your customer care fields most. In handling facebook pages for over 26 credit unions, we see it far more than we would like. As it stands, onethird of all customer complaints go completely unanswered but, according to baer, ignoring is the worst possible thing you can do.
Using social listening to improve your cx strategy heroes and zeroes. He listed three steps your company can take to make every customer service interaction count. Hug your haters talks about why you should embrace these haters, and how you can handle these complaints. Hug your haters 2016 is a guide to using disgruntled customers to improve your business. In fact, theres no escaping the occasional feedback from the worlds negative nancys. When youre new there will be critics, when youre good there will be haters, and when youre excellent they will turn into admirers. It doesnt matter if you and everyone else you know is madly in love with your product. Jun 16, 2016 the author of several books, including youtility, a c. For example, propublica demonstrated how facebook allowed advertisers to reach users associated with the topic of jew haters 9, and also. With smart phones and alwayson internet access, consumers complain more often and across more channels, many of them public. Social media outlets give your customers a channel for making public statements about your product or services. Hardcore facebook fans 300 percent more likely to complain. Why the most successful people have the most haters. Haters received some controversy at aliso niguel high when it was revealed that one of the characters in the book a teacher accused of wanting to sleep with his students and an educator at school had nearly identical names.
How to minimize the impact of angry customers and maximize the value of positive interactions. Technology has evaporated the barriers of complaint. A motivational keynote speaker presentation from jay baer that teaches how to build businesses with customer service and handling negativity. What led you to write the book, hug your haters, and what is the overarching theme. Hug your haters jay baer full length keynote appfolio youtube.
Shop hugs for haters hug for haters tshirts designed by fansfordanneel as well as other hug for haters merchandise at teepublic. Hug your haters jay baer full length keynote appfolio. Feb 20, 2016 last week for valentines day i wrote about how to show your customers a little love. People who are annoyed, disappointed, or downright angry. How to embrace complaints and keep your customers baer, jay on. In other words, the highest compliment he could give. Since 1994, he has advised over 700 companies ranging from caterpillar to nike. Eighty percent of companies say they deliver outstanding customer service, but only. Pdf hug your haters download full pdf book download. David moodys hater is a brutal, eerie, and hugely entertaining novel that grips you with its grim and nihilistic attitude from page one. His latest thought provoking book, hug your haters. The unixhaters handbook two of the most famous products of berkeley are lsd and unix. Hug your haters ebook by jay baer 9781101980699 rakuten kobo. 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.
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