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

Based on proprietary research and more than 70 exclusive interviews, New York Times bestselling author Jay Baer offers a new playbook for handling unhappy customers. Each print edition also includes a foldout poster detailing key information. Customer service is being disrupted in the same way marketing has been disrupted. Hug Your Haters is the first customer service and customer experience book for the modern, mobile era. "This is a landmark book in the history of customer service." --Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0 Technology has evaporated the barriers of complaint. With smart phones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters.

The book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers [Bulk, Wholesale, Quantity] ISBN# 9781101980675 in Hardcover by may be ordered in bulk quantities. Minimum starts at 25 copies. Availability based on publisher status and quantity being ordered.