Hug Your Haters Quotes

“In today’s world, meaningful differences between businesses are rarely rooted in price or product, but instead in customer experience.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Hugging your haters is not a cost. It’s a profit center”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“BIG BUTS: 5 OBSTACLES TO PROVIDING GREAT SERVICE Key Points: There are five reasons businesses and organizations do not answer every complaint, in every channel, every time. Each of these obstacles must be overcome to hug your haters effectively: There are too many channels. There is too much feedback. You take complaints personally. You fear getting scammed. You don’t have a customer service culture.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“The most dangerous customers aren't your haters; they are the "meh" in the middle, the dissatisfied customers who don't take the time to complain.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“And here’s something that might unsettle you: your business has haters, too. Every interaction between brand and human has the potential to delight or enrage—in short, to become memorable. Today, with the widespread usage of social media, those memories can live on, and live in public, for a very long time. Customer service has become a spectator sport, and your online panel of judges can award or deduct points for speed, execution, and style.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Key Points: Satisfaction among people who complain about business hasn’t improved at all since the 1970s. Haters are not your problem. . . . Ignoring them is. Not responding is a response. A response that says “I don’t care about you.” Answering complaints increases customer advocacy. Not answering complaints decreases customer advocacy.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Every employee’s job is made up of both job functions (the duties associated with a job role) and job essence. Issuing”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“As author and consultant Dave Kerpen says, “If a customer calls you on the phone to complain, surely you wouldn’t hang up on them. And not responding in social media is akin to hanging up on them, only worse, because there are actually other people watching and listening.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“It’s the art of misdirection. Throwing a compliment at somebody in the middle of negativity turns the situation around, and brings the power back to you.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers