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

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: