• Hug Your Haters

  • How to Embrace Complaints and Keep Your Customers
  • By: Jay Baer
  • Narrated by: Jay Baer
  • Length: 5 hrs and 36 mins
  • Unabridged Audiobook
  • Release date: 03-01-16
  • Language: English
  • Publisher: Gildan Media, LLC
  • 4.5 out of 5 stars 4.7 (94 ratings)

Regular price: $19.59

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Publisher's Summary

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.
Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:

How, where, and why people complain (by demographic and by channel)
How and when consumers expect a response when they complain
The advocacy impact of answering (or ignoring) a customer
Differences in complaint type and expectations by industry

Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.
©2016 Jay Baer (P)2016 Gildan Media LLC
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Customer Reviews

Most Helpful
1 out of 5 stars
By hadi maghsoudi on 03-19-16

Such a waste of time

Any additional comments?

Whole book can be summarized in one small essay, not to say a paragraph. The title and prefix looks appealing, and he keeps promising you for more in depth analysis and examples. But, I wasted more than 5 hours listening and I know no more than only a few sentences that were kept repeating for the whole 5 hours. Actually, he did a very good job making an empty paragraph to so many words called a book. This should be a lesson for me to not to waste my time in future reading or listening cheap books like this one.

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3 of 5 people found this review helpful

5 out of 5 stars
By cyndi elliott on 02-20-18

Don’t ignore this book hug it!!

I loved this book. So many really great examples from all sorts of different businesses made this book not only fun but useful. This book is awesome if you’re new to social customer care or if you are just trying to see how your efforts measure up. Many of the service insights shared can be adapted offline as well as online! Easy read!! Enjoyable performance my favorite part of the performance was how every time he read a quote he changed his voice !! It literally had me giggling in my car and when he says he responds to emails he does ... I tried it!!! Don’t ignore this book hug it!

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Customer Reviews

Most Helpful
5 out of 5 stars
By sam on 11-20-17

great case studies and very insightful

Jay is very engaging and he has done great research for the book. A must for anyone who needs convincing or insights for a new era of customer service.

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