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Description
Hug Your Haters: How to Embrace Complaints and Keep Your CustomersHaters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver out standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure
Haters are not your problem. . . .Ignoring them is. Eighty percent of companies say they deliver out-standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure faster and more pub-licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to "pick their spots" when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten-sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ-ent motivations: -Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest--phone, e-mail, and com-pany websites. Offstage haters don't care if any-one else finds out, as long as they get answers.
-Onstage haters. These people are often disap-pointed by a substandard interaction via tradi-tional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions--they want an audience to share their righteous indignation. 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 play-books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate-gies 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. Whether you work for a mom-and-pop store or a global brand, you will have haters--and you can't afford to ignore them. Baer's insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
Binding Type: Hardcover
Publisher: Portfolio
Published: 03/01/2016
ISBN: 9781101980675
Pages: 240
Weight: 1.05lbs
Size: 9.10h x 6.00w x 1.00d
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4.6 ★★★★★
Based on 6 reviews
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Product Reviews
★★★★★ 5
All The Things!!
Format: Kindle
This is definitely worth reading! The spice is nice, but the story itself is truly an epic literary treat! Tessa and her Alphas are a powerhouse force of nature who will capture your heart. This story is also a great reminder of how fickle life can be and how quickly everything can change for anyone. Every single person, billionaire to janitor, is nothing but one tragic event away from being in the same situation as Tessa was in. ❤️
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Reviewed in the United States on September 10, 2025
★★★★★ 4
Kind of difficult to get through for the first half but worth the read!
Format: Kindle
3.75/5 ⭐️
What this book lacked in being fully polished, it made up for in world and character building for sure!
While the first half was hard to get through, as this is a book that starts you in the present and then goes back and forth between different times in the past to get you up to speed with what’s happening in the future (and it’s not all chronological in the past which made it even harder), once all of the book is set in the present, Tessa and her pack, Ryder, Dixon, Mac, and Tray, (and of course Josie the cat,) all begin their journeys of finding themselves both individually and within their pack which is so rewarding to see after all of the tragedy and sadness detailed in their last few years leading up to meeting. I think this book could’ve done with another beta reader or two to polish up grammatical errors as well, some of those took me out of the story for a minute to try to figure out what was trying to be communicated.
Overall, this story filled with so many dichotomies of love and loss, grief and happiness, hurt and comfort, all culminating in a lovely story of a pack that strengthens each other after many tribulations, and it warms your heart so so much to see them go through every version of themselves, landing on secure and happy individuals who make a wonderful pack together.
Would absolutely recommend if you like slow burn, rockstar, big city, and initially heavy and a bit dark but fades into comfort and fluffy omegaverse stories!
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Reviewed in the United States on April 18, 2026
★★★★★ 3
i should have waited for there to be reviews posted
Format: Kindle
I'm being more generous than I should because this is a debut novel
i downloaded this book because i like why choose and band romances
i figured that it wouldn't take too long to get back to where the prologue was because the prologue seemed to be less than a day before they met
the FMC and the MMCs don't meet til 60 % of the way in which for a Romance novel kinda hard for the relationship to develop or for there to be plot beyond them just meeting in a way where the FMC really lacks agency
a lot of early plot and character things are forgotten about after they met
it's almost as if the last third of the book was written first and then they went back to write backstory separately but forgot there needs to be a plot
i get wanting to have background on the characters, but there has to be a way to do it without constant time jumps and no plot progression. Tessa's story jumps around a week lead up so much
also the band aspect is very much an afterthought in the novel
Spoilers--
one of the MMCs is openly pan and one of them has been dealing with a bi awakening but being somewhat defensive about it and once Tessa arrives that gets forgotten about til the epilogue and even then doesn't actually confront his sexuality
the wrap up of the church hiding her name is tied up with a quick sentence, but no real consequences for anyone
i honestly thought she forgot about family pack IRS deal until the final chapter and that gets resolved in an unsatisfying way
the pack is upset that Tessa gets viewed as an object and tricked into the contract but has no interest in making the company's wrongdoings public or trying to prevent this from happening to other omegas
tessa goes over a lot of struggles of homelessness but she only thinks about food waste once after joining the pack -- you'd think she'd use her newfound wealth and power to help other homeless individuals, especially youths and omegas. even a little side note to say that a portion of tour proceeds or her family fortune would go towards public food pantries and shelters would've done something to connect her beginning character to the end character
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Reviewed in the United States on August 3, 2025
★★★★★ 3
BORING and too long
Format: Kindle
I could not believe how wordy and boring this book was. No spice at all. Slow burn is really a NO burn. Almost DNF and now I’m sorry I stuck with it. 500 pages could ave been 150 and it would have been more than enough. I highly doubt not recommend this work of yuck.
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Reviewed in the United States on January 25, 2026
★★★★★ 4
Good read
Format: Kindle
Good book but good God was there a lot of preamble when I just wanted them to meet already haha
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Reviewed in the United States on August 11, 2025