Summary of Hug Your Haters
From HUG YOUR HATERS by Jay Baer. Summarized by arrangement with Portfolio, an imprint of Penguin Publishing Group, a division of Penguin Random House LLC
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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, and
- How learning to love your critics can turn them into your advocates and do wonders for your business.
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
2 years agoWhy 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
By the same author
Jay Baer and Amber Naslund
Contained in Knowledge Pack:
Knowledge PackCustomer ServiceYou can make customers feel so special that loyalty will always bring them back.
Knowledge PackComplaint ManagementAccept complaints and be grateful.
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