Hug Your Haters Book Summary - Hug Your Haters Book explained in key points
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Hug Your Haters summary

Jay Baer

How to Embrace Complaints and Keep Your Customers

4.3 (32 ratings)
13 mins

Brief summary

"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.

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    Hug Your Haters
    Summary of 6 key ideas

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    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.

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    What is Hug Your Haters about?

    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.

    Hug Your Haters Review

    Hug Your Haters (2016) by Jay Baer offers a valuable insight on how to deal with customer complaints in the digital age. Here's why you should grab a copy:

    • It provides a fascinating exploration into the psychology of complaining customers, revealing strategies to turn them into loyal advocates.
    • Backed by real-life examples and case studies, the book offers actionable techniques to effectively handle public complaints on social media platforms.
    • Through its practical advice and actionable tips, Hug Your Haters makes the topic of customer service engaging, ensuring readers won't find it boring.

    Best quote from 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
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    Who should read Hug Your Haters?

    • Social media specialists
    • Customer service professionals
    • Business owners

    About the Author

    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.

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    Hug Your Haters FAQs 

    What is the main message of Hug Your Haters?

    Hug Your Haters teaches us the value of embracing complaints and criticism to improve our business and build stronger relationships.

    How long does it take to read Hug Your Haters?

    The reading time for Hug Your Haters varies depending on the reader's speed, but it typically takes several hours. However, the Blinkist summary can be read in just 15 minutes.

    Is Hug Your Haters a good book? Is it worth reading?

    Hug Your Haters is a must-read for anyone looking to improve customer service and enhance their online reputation.

    Who is the author of Hug Your Haters?

    The author of Hug Your Haters is Jay Baer.

    What to read after Hug Your Haters?

    If you're wondering what to read next after Hug Your Haters, here are some recommendations we suggest:
    • Customer WinBack by Jill Griffin and Michael W. Lowenstein
    • How to Talk to Anyone by Leil Lowndes
    • Likeable Social Media by Dave Kerpen
    • Evergreen by Noah Fleming
    • Never Lose A Customer Again by Joey Coleman
    • Free Speech by Jacob Mchangama
    • The Miracle Morning by Hal Elrod
    • Stillness Is the Key by Ryan Holiday
    • Magic Words by Tim David
    • Mastering Communication at Work by Ethan F. Becker and Jon Wortmann