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Hug Your Haters Audiobook

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

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Publisher's Summary

Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.

Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:

  • How, where, and why people complain (by demographic and by channel)
  • How and when consumers expect a response when they complain
  • The advocacy impact of answering (or ignoring) a customer
  • Differences in complaint type and expectations by industry

Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.

©2016 Jay Baer (P)2016 Gildan Media LLC

What Members Say

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  • hadi maghsoudi
    19/03/16
    Overall
    Performance
    Story
    "Such a waste of time"
    Any additional comments?

    Whole book can be summarized in one small essay, not to say a paragraph. The title and prefix looks appealing, and he keeps promising you for more in depth analysis and examples. But, I wasted more than 5 hours listening and I know no more than only a few sentences that were kept repeating for the whole 5 hours. Actually, he did a very good job making an empty paragraph to so many words called a book. This should be a lesson for me to not to waste my time in future reading or listening cheap books like this one.

    3 of 5 people found this review helpful
  • Grant
    NANTUCKET, MA, United States
    20/08/17
    Overall
    Performance
    Story
    "I tell all my clients about this book"

    I'm in the ad business and my clients often have problems with online trolls. I have recommended this book and the methods in it so many times I have lost count. It contains the rules you need to apply to your social media persona to overcome the volatile consequences of everyone having an equal voice. Great advice.

    0 of 0 people found this review helpful
  • Sara
    27/04/17
    Overall
    Performance
    Story
    "Would definitely recommend this book"

    Great content! Very informative and does a great job tackling the reasons why companies don't hug their haters.

    As an audiobook, pace and inflection were very good. There was a bit too much over enunciation to make this a 5 star listen.

    0 of 0 people found this review helpful
  • Autumn
    LARGO, FL, United States
    10/02/17
    Overall
    Performance
    Story
    "I Loved This Book, Except the Accents"
    Would you consider the audio edition of Hug Your Haters to be better than the print version?

    I love Jay Baer. I think he's a marketing genius. And I like him reading his own work, because it feels more intimate. Like he's sharing stories and insights in a small workshop setting. However, the only reason I knocked off a star was for his impersonations of accents when he's quoting people. Every time he did an accent, it would throw me out of the narrative for a moment.


    0 of 0 people found this review helpful
  • C.Campbell
    06/01/17
    Overall
    Performance
    Story
    "Jay practices what he preachs"

    I really loved the humor and the insights of this book. Although written for business leaders his advice should be applied to personal social media sites as well.

    Thanks for everything. Can't wait to read the next book by Mr. Baer.

    0 of 0 people found this review helpful
  • Mare
    Oakton, VA
    13/10/16
    Overall
    Performance
    Story
    "nice read"

    great work book. although am i being forced to review prior to removal is not great.

    0 of 0 people found this review helpful
  • RonnieTexas
    06/07/16
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    Performance
    Story
    "Must read for business owners!"

    Best line in book - "Not responding to complaints on social media is like hanging up on the phone on a customer." So many actionable so will be listening a second time round.

    0 of 0 people found this review helpful
  • Fred
    Massachusetts
    11/06/16
    Overall
    Performance
    Story
    "The importance of feedback"

    The name of this book caught my attention Hug Your Haters! In my current world policing it feels as though their are all too many haters of our noble profession. Although I have always believed the vast majority of people support their police. This book is not written with police in mind but it content can greatly help policing in a free society. Complaints and any negative talk is all too often meant with anger and vitriol and at times out disrespect towards those doing the complaining.

    This book helped me realize how complaints can help an organization or a profession continue to grow and learn as it faithfully fairly and impartially handles the complaints they receive. The book also gives you ideas strategies and tactics on how to handle those complaints in a just way.

    I will begin to use these ideas to help win people over both the people we police serve and those within the rank and file of policing.

    I highly recommend this book.

    0 of 0 people found this review helpful
  • Kendra Arnold
    09/03/16
    Overall
    Performance
    Story
    "Social Media & Customer Service Stories with hugs"
    Where does Hug Your Haters rank among all the audiobooks you’ve listened to so far?

    I loved it! I would rank it in the top 10 of business type nonfiction audiobooks I've listened to and have recommended to friends.


    What does Jay Baer bring to the story that you wouldn’t experience if you just read the book?

    Honestly, while I like reading books in theory, I can't sit still that long, so audiobooks are the way to go.Jay Baer is a great narrator


    If you were to make a film of this book, what would the tag line be?

    Yelping isn't always Helping


    Any additional comments?

    I really liked the audiobook version of Hug Your Haters. I just started social media company that primarily works with small local businesses, and this was a great and easy listen that really addressed how social media is about customer service. The examples were engaging and entertaining and Jay Baer is a great narrator. Really enjoyed it and came away with lots of info I can use.

    2 of 4 people found this review helpful
  • Pierre
    03/03/16
    Overall
    Performance
    Story
    "Real Life Stories backed by Real Life Data"

    Finished Jay's audio book tonight and so happy that I made the investment.

    Phenomenal content and a MUST READ / LISTEN for anyone (Business and/or Personal) who actually CARE about their customers / community and want to LEARN and understand HOW to give the BEST customer service using today's social platforms.

    Thanks for sharing Jay!

    1 of 3 people found this review helpful

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