Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.
Jay Baer is a digital business expert, global keynote speaker, and the New York Times bestselling author of Youtility. He has advised some of the most iconic brands and organizations in the world, including Nike, Best Buy, and The United Nations. He is also a contributor to Inc., Entrepreneur, and Forbes. His Convince & Convert Media division produces the world's #1 content marketing blog, and multiple award-winning podcasts. He also founded the only search engine for audio education for marketers, MarketingPodcasts.com.
"Customer service is the new marketing. You need to buy this book
if you care about your customers and your business."
--Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook
"This is a landmark book in the history of customer service."
--Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0
"If you need to decrypt customer service, you NEED to read Hug Your Haters. Baer gives you a better map to success than anyone else."
--Chris Brogan, CEO of Owner Media Group
"Hug Your Haters is one of the most profound books a
business can read today. Baer is one of the foremost experts on
--John R. DiJulius III, author of The Customer Service Revolution "When customers complain, they aren't just being negative - they're giving you fascinating insights and inspiration about your brand. Hug Your Haters reveals why detractors can become your most valuable customers."
--Sally Hogshead, author of Fascinate and How the World Sees You "Jay Baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints."
--Steve Curtin, author of Delight Your Customers "Jay provides strategies that are easy to understand and can be immediately implemented."
--Jeffrey Gitomer, author of Customer Satisfaction is Worthless, Customer Loyalty is Priceless "Finally a book with steps to get even the toughest critics on your side!"
--Jeffrey Hayzlett, primetime TV & radio host, keynote speaker, best-selling author and global business celebrity