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Description
Hug Your HatersBy: Jay Baer Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding 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
By: Jay BaerHaters are not your problem. . . .
Ignoring them is.
Eighty percent of companies say they deliver outstanding 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 publicly 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 extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different 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 company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers.
·Onstage haters. These people are often disappointed by a substandard interaction via traditional 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 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.
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.
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4.1 ★★★★★
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Product Reviews
★★★★★ 1
Horrible smell
Bought this to use on my hair smells so bad. I can’t even use it. The consistency is not my favorite. The glitter is too fine. Will look for a better product next time. Would definitely not buy again
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Reviewed in the United States on December 31, 2025
★★★★★ 5
Great hair/body spray
Sprays on easily and evenly haven’t had any issues with clogging. Has no smell and great even consistent sparkle. This took awhile to be delivered but overall happy with this purchase. Did not wash off in pool but washes off in shower easily.
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Reviewed in the United States on July 21, 2025
★★★★★ 3
Glitter
This body spray is full of surprises!! I like how it works and it's easier then anything I've used before ! ☺️
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Reviewed in the United States on March 15, 2026
★★★★★ 5
So excited for results, feels like it’s working!
Size: Medium, Unit Count: 4
First time trying them right now as delivered today. Originally thought was supposed to wear all night but glad to find out 30 minutes just because my dog sleeps on my feet over my sheets! These silicone socks feel great and I trim my toe nails short enough they seem very durable and unlikely to rip like the pic review shows. I am confident my feet and heels will much smoother after first time wearing! I do have acrylic nails so I will be careful
Putting the silicone socks on and off. Just as easy as the video the spread the lotion inside the socks and rub it around, mess free!!
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Reviewed in the United States on January 18, 2026
★★★★★ 5
Actually, better than I expected!
Size: Medium, Unit Count: 4
These are better than what I was expecting based on the reviews. I do put them on carefully because someone said you can’t tear them so I’m careful putting them on, but they almost don’t feel like you’re wearing anything as long as you don’t put them too tight on your toes. I can put lotion on my feet and I know it has to soak in because there’s no place else for it to go like socks or my bed.
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Reviewed in the United States on April 20, 2026
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