Hug Your Haters Buchzusammenfassung - das Wichtigste aus Hug Your Haters

Einleitung anhören

00:00

Zusammenfassung von Hug Your Haters

Name: Hug Your Haters
Rating: 4.3 (28 reviews)
Author: Jay Baer

Jay Baer

How to Embrace Complaints and Keep Your Customers

4.3 (28 Bewertungen)

13 Min.

Kurz zusammengefasst

"Hug Your Haters" by Jay Baer is a guide for businesses on how to turn customer complaints into loyalty. Baer provides insights, real-world examples and actionable steps to win over even the most difficult customers.

Themen

Erfolg Strategie Führung

Inhaltsübersicht

Hug Your Haters
in 6 Kernaussagen verstehen

Audio & Text in der Blinkist App

Kernaussage 1 von 6

What’s in it for me? Get the best out of customer complaints.

We all love praise. And we love those who praise us. But actually, there are good reasons to appreciate your company’s critics every bit as much as you cherish its admirers – after all, it’s the critics who tell you what to do to make things even better than they already are.

But what’s the best way to deal with critics?

That’s one of the questions these blinks answer, and it’s a vital one, because if you don’t handle complaints well, your customers will give up on your company for good – and tell everyone on Facebook that you suck. But if you do it right, you can turn your most angry and frustrated customers into devoted followers.

These blinks provide lots of good advice on how to charm your company’s critics – offline and online.

And along the way, you’ll discover

why customers of Fresh Brothers Pizza are glad if their pizza arrives a little too late;
what’s so bad about putting an angry client on hold; and
why passengers who forget their stuff at Amsterdam’s Schiphol airport become such great fans of KLM.

It’s crucial for your business to respond well to customer complaints.

Do you enjoy calling customer support hotlines? Being on hold for hours listening to muzak? Or does this experience make you wonder why companies invest huge sums of money in advertising to attract what are primarily new customers while investing zilch in customer service?

In such situations, it might seem like these companies don’t care about holding on to their existing customers and that’s a major mistake. Because naturally, it’s key for a company to retain the customers it already has.

In fact, retaining a single extra percent of your customer base can boost your profits by 25 to 85 percent!

But how can you be sure your customers will remain loyal?

Well, it helps to listen to their complaints and show them that you’ve got their satisfaction in mind. After all, if your customer is making the effort to complain, it’s likely they’re willing to stick with you, at least for now. So, if you address the customer’s grievances appropriately, chances are they’ll remain a customer and feel a sense of duty to your business.

For instance, Debbie Goldberg, a co-owner of Fresh Brothers Pizza, makes an effort to personally answer every Yelp review. To be fair, she receives very few poor reviews, but when she does, she takes extreme care to address the reviewer.

She starts by politely apologizing for the customer’s bad experience. Then she acknowledges the problem they’ve raised, making it clear that the company is already working on fixing it.

And finally, she offers them a gift certificate to make up for their trouble. With these simple steps, Goldberg has retained the favor of countless customers that the company would otherwise have lost.

Learn from customer feedback and be more accommodating than your competitors.

Imagine you’re at a dance class to prepare for your wedding. If the instructor never points out to you that you’re basically crushing the life out of your partner, you’ll keep doing just that.

That’s because we sometimes need negative feedback to improve our performance and in the case of companies, this feedback generally comes from customers.

Attend to the needs of your offstage critics by dealing with them as people and quickly resolving their issues.

Even in this age of instantaneous digital communication, most complainers vent their frustration in private through an email to customer service and not via Facebook. And if you know what’s good for your business, you’ll want to keep it that way. So, to keep complaints private and retain customers, use the mnemonic H.O.U.R.S.

First, be Human. That means interacting with your customers in a personable way, showing that you see them as people, not just data points. To do so you need to show your concern and avoid boilerplate messages.

To win back the favor of your haters, find them, show them you care and answer them publicly.

Someone who criticizes your company publicly is not necessarily expecting you to answer them, but you always should. To do so, you can use the mnemonic F.E.A.R.S.

First, to resolve public complaints you need to Find them. You can use services like Google Alerts and social media listening software like Mention.net for this.

Businesses need to respond to reviews across all channels.

Every day we are growing more connected through a variety of online channels from social networks to rating portals. The impact of this technological connection on the world of business has been enormous.

That’s because all these channels offer customers unprecedented power over corporations. For instance, Google Reviews, Twitter, Facebook and online forums all offer avenues to express satisfaction – or dissatisfaction – with a given product or service.

Deal with your customers’ problems proactively and they’ll be loyal for life.

So, responding to complaints is key, but why wait for a complaint?

After all, if you want your customers to value you, it’s a great idea to correct a mistake right away, before anyone even has time to mention it. In fact, you can often prevent customers from complaining by making up for errors as soon as they occur.

Du möchtest die gesamte Zusammenfassung von Hug Your Haters sehen?

Kernaussagen in Hug Your Haters

Mehr Wissen in weniger Zeit

Sachbücher auf den Punkt gebracht

Kernaussagen aus Sachbüchern in ca. 15 Minuten pro Titel lesen & anhören mit den „Blinks”

Zeitsparende Empfehlungen

Titel, die dein Leben bereichern, passend zu deinen Interessen und Zielen

Podcasts in Kurzform ^Neu

Kernaussagen wichtiger Podcasts im Kurzformat mit den neuen „Shortcasts”

Worum geht es in Hug Your Haters?

Hug Your Haters (2016) is a guide to using disgruntled customers to improve your business. These blinks explain why it pays to listen and respond to negative reviews and how you can turn your crabbiest customers into your biggest fans.

Bestes Zitat aus Hug Your Haters

Hugging your haters gives you the chance to turn lemons into lemonade, morph bad news into good, and keep the customers you already have.

—Jay Baer

Wer Hug Your Haters lesen sollte

Social media specialists
Customer service professionals
Business owners

Über den Autor

Jay Baer is a marketing expert and president of the global consulting firm Convince & Convert. He has advised some of the most iconic organizations in the world, including Nike and the United Nations, and is the author of five New York Times best sellers.

Kategorien mit Hug Your Haters

Kommunikation & Soft Skills Marketing & Vertrieb

Ähnliche Zusammenfassungen wie Hug Your Haters

Likeable Social Media

Dave Kerpen

How To Delight Your Customers, Create an Irresistible Brand, & Be Generally Amazing On All Social Networks That Matter

24 min

4.3

Never Lose A Customer Again

Joey Coleman

Turn Any Sale Into Lifelong Loyalty in 100 Days

17 min

4.5

Financial Intelligence for Entrepreneurs

Karen Berman & Joe Knight with John Case

What You Really Need to Know about the Numbers

7 min

3.2

Customer WinBack

Jill Griffin and Michael W. Lowenstein

How to Recapture Lost Customers – And Keep Them Loyal

14 min

4.1

Never Split the Difference

Chris Voss and Tahl Raz

Negotiating As If Your Life Depended On It

19 min

4.5

The Customer Service Revolution

John R. DiJulius III

Overthrow Conventional Business, Inspire Employees, and Change the World

11 min

4.4

How to Make People Like You in 90 Seconds or Less

Nicholas Boothman

Make Instant, Meaningful Connections for Interviewing, Selling, Managing, Pitching

Your Personal Guide to the Mastery of Magic Words

A Psychiatrist's Memoir

15 min

3.8

What the Most Successful People Do Before Breakfast

Laura Vanderkam

And Two Other Short Guides to Achieving More at Work and Home

How to Stop Struggling and Start Living

The Small Changes That Change Everything

The Secret to Charging Full Speed Toward Every Opportunity

The Science and Art of Longevity

20 min

4.3

Influence is Your Superpower

Zoe Chance

The Science of Winning Hearts, Sparking Change, and Making Good Things Happen

The Secrets of Highly Successful Groups

21 min

4.4

The Man's Guide to Women

John Gottman

Scientifically Proven Secrets from the "Love Lab" About What Women Really Want

Make a Bigger Impact by Saying Less

15 min

4.4

How to Talk to Anyone

Leil Lowndes

92 Little Tricks for Big Success in Relationships

Turning Ordinary Moments into Extraordinary Results

14 min

3.9

The Power of Visual Storytelling

Ekaterina Walter and Jessica Gioglio

How to Use Visuals, Videos and Social Media to Market Your Brand

19 min

3.8

The Saad Truth about Happiness

Gad Saad

8 Secrets for Leading the Good Life

14 min

4.2

The Life-Changing Magic of Tidying Up

Marie Kondo

The Japanese Art of Decluttering and Organizing

14 min

4.3

The Hard Thing About Hard Things

Ben Horowitz

Building A Business When There Are No Easy Answers

The Foundations of Business Strategy

Likers, Haters and Manipulators at the Bottom of the Web

How the Best Leaders Make Everyone Smarter

Building Meaning in Yourself, Your Role, and Your Organization

Getting People to Think Your Idea Is Their Idea

Resisting the Attention Economy

19 min

4.3

The Art of Social Media

Guy Kawasaki and Peg Fitzpatrick

Power Tips for Power Users

What the Rich Teach Their Kids about Money – That the Poor and the Middle Class Do Not!

A Guide To Spiritual Enlightenment

A Brief History of Humankind

28 min

4.4

The Art Of Thinking Clearly

Rolf Dobelli

The "hiccups" in our everyday thinking.

One small step toward understanding the greatness of the universe

21 min

4.4

How Mumbo-Jumbo Conquered the World

Francis Wheen

A Short History of Modern Delusions

Proven ways to save money and build your wealth

Navigating the Complicated New Landscape

15 min

3.7

The Effective Executive

Peter F. Drucker

The Definitive Guide to Getting the Right Things Done

15 min

4.2

Put Happiness to Work

Eric Karpinski

7 Strategies to Elevate Engagement for Optimal Performance

19 min

4.5

The Things You Can See Only When You Slow Down

Haemin Sunim

How to Be Calm in a Busy World

Make Easier Decisions, Stop Second-Guessing, and Bring More Joy to Your Life

20 min

4.6

From Strength to Strength

Arthur C. Brooks

Finding Success, Happiness, and Deep Purpose in the Second Half of Life

Toss Plan B Overboard and Unleash Your Full Potential

How to Find Respite in the Modern Age

How to free yourself from philosophical dogmas and assert your own values

A Friendship That Changed Our Minds

9 min

4.0

❤️ für Blinkist️️️

Ines S.

Ich bin begeistert. Ich liebe Bücher aber durch zwei kleine Kinder komme ich einfach nicht zum Lesen. Und ja, viele Bücher haben viel bla bla und die Quintessenz ist eigentlich ein Bruchteil.

Genau dafür ist Blinkist total genial! Es wird auf das Wesentliche reduziert, die Blinks sind gut verständlich, gut zusammengefasst und auch hörbar! Das ist super. 80 Euro für ein ganzes Jahr klingt viel, aber dafür unbegrenzt Zugriff auf 3000 Bücher. Und dieses Wissen und die Zeitersparnis ist unbezahlbar.

Ekaterina S.

Extrem empfehlenswert. Statt sinnlos im Facebook zu scrollen höre ich jetzt täglich zwischen 3-4 "Bücher". Bei manchen wird schnelle klar, dass der Kauf unnötig ist, da schon das wichtigste zusammen gefasst wurde..bei anderen macht es Lust doch das Buch selbständig zu lesen. Wirklich toll

Nils S.

Einer der besten, bequemsten und sinnvollsten Apps die auf ein Handy gehören. Jeden morgen 15-20 Minuten für die eigene Weiterbildung/Entwicklung oder Wissen.

Julia P.

Viele tolle Bücher, auf deren Kernaussagen reduziert- präzise und ansprechend zusammengefasst. Endlich habe ich das Gefühl, Zeit für Bücher zu finden, für die ich sonst keine Zeit habe.