The document discusses the importance of addressing customer complaints and criticisms ("hugging your haters") to improve customer retention and advocacy. It notes that companies spend far more on marketing than customer service. Addressing complaints across all channels quickly is key, as speed of resolution influences customer satisfaction. While some critics seek audiences online, most critics just want their issues addressed. The document encourages companies to empathize with critics, respond to complaints on social media within an hour, and go above and beyond competitors in customer service to retain more customers.

2. Hug Your
Haters
@JayBaer

3. @JayBaer
@JayBaer

5. Not answering
complaints
decreases
customer advocacy
@JayBaer

6. answering
complaints
Increases
customer advocacy
@JayBaer

7. Haters are not
your problem…
ignoring them is
@JayBaer

8. Every Complaint
Every Channel
Every Time
@JayBaer

9. HUGGING YOUR
HATERS KEEPS
YOUR CUSTOMERS
@JayBaer

10. $500 billion on
marketing
$9 billion on
customer service
@JayBaer

11. a 5% increase
in retention
increases
profit 25-85%
@JayBaer

12. @JayBaer

13. customer service
is the
new marketing
@JayBaer

14. by 2020, customer
experience will be
more important
than price
@JayBaer

15. HUGGING YOUR
HATERS makes you
a better company
@JayBaer

16. haters are
the canary in
the coal mine
@JayBaer

17. 95% of
customers
never take the
time to complain
@JayBaer

18. haters are the
unelected
represEntatives
of the “meh middle”
@JayBaer

19. Haters are not
your problem…
ignoring them is
@JayBaer

20. @JayBaer@JayBaer

21. THE HATRIX…
@JayBaer

22. offstage haters
want an answer
@JayBaer

23. 9 out of 10
offstage haters
expect a reply
@JayBaer

24. @JayBaer@JayBaer

25. 34%
66%
onstage
offstage
@JayBaer

26. U.K. social media
complaints
increased 800%
in 15 months
@JayBaer

27. @JayBaer@JayBaer

28. onstage haters
want an audience
@JayBaer

29. fewer than half
of onstage haters
expect a reply
@JayBaer

30. blow their minds
and win their
hearts
@JayBaer

31. @JayBaer@JayBaer

33. Hug Your
Haters
@JayBaer
tips

34. recognize,
then Empathize
@JayBaer

36. obey The
rule of
reply twice
@JayBaer

37. BE FAST
everywhere
@JayBaer

38. 40% of social
media haters
expect a reply
within one hour
@JayBaer

39. businesses take
an average of
44 hours to
reply to an email
@JayBaer

40. speed of resolution
is the most
important factor
in phone customer
service satisfaction
@JayBaer

41. hugyourhaters.com
Stories
Data
Poster!
Step-by-Step

42. Haters are not
your problem…
ignoring them is
@JayBaer

43. 80% of companies
say they deliver
exceptional
customer service
@JayBaer

44. 8% of their
customers agree
@JayBaer

45. be different…
out-hug your
competition
@JayBaer

46. Every Complaint
Every Channel
Every Time
@JayBaer

47. Hug Your
Haters
@JayBaer