Summary of Hug Your Haters

How to Embrace Complaints and Keep Your Customers

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Hug Your Haters book summary
Incensed customers who blast you online are “haters” but you must learn to love them.

Rating

8 Overall

9 Applicability

7 Innovation

7 Style

Recommendation

Social media outlets give your customers a channel for making public statements about your product or services. “The haters” – incensed customers who let you know how you’ve upset them – can help or hinder your business. Marketing expert Jay Baer cautions that executives who dismiss haters as irrelevant are missing the real issue. Companies that choose to ignore their critics are communicating that they don’t consider their customers important. On the other hand, responding productively to criticism shows everyone that your customers’ perceptions matter to your business. By replying, you can transform critics into boosters. Haters provide a valuable source of information about the issues facing your consumers and a perfect avenue for fixing problems and earning their loyalty. Baer does a masterful job of explaining what haters want and how your business can deal with them. getAbstract recommends his helpful manual to executives, customer-service managers and frontline employees who deal with customers every day.

In this summary, you will learn

  • Why serving customers is now a sport wherein you can win or lose
  • What consumers think of customer service
  • How learning to love your critics can turn them into your advocates and do wonders for your business
 

Summary

Customer Service As a Spectator Sport
With the growth of social media, serving customers has become like a sport. Your customers are the referees who award points for quality of service in a game that you can win or lose. Businesses face intense competition for consumer support. By using...
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About the Author

Convince & Convert president Jay Baer provides consulting services on digital marketing and customer service. He wrote the New York Times bestseller Youtility.


Comment on this summary

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    Pichaya Vongpiansuksa 2 months ago
    Why serving customers is now a sport wherein you can win or lose
    What consumers think of customer service
    How learning to love your critics can turn them into your advocates and do wonders for your business

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