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Hug Your Haters
Book

Hug Your Haters

How to Embrace Complaints and Keep Your Customers

Jay Baer
Portfolio, 2016

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Editorial Rating

8

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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.

Take-Aways

  • Ignoring online critics implies you don’t consider your customers important.
  • With the growth of social media, serving customers has become like a sport. Your customers are the referees in a game that you can win or lose.
  • The percentage of consumers who trust online reviews increased from 67% in 2010 to 80% in 2015.

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.

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    P. V. 8 years 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