Hug Your Haters: How to Embrace Complaints and Keep Your Customers Audiobook (Free)

Technology has evaporated the barriers of issue. With smart phones and always-on Internet access, consumers complain more regularly and across even more channels, many of them public. This requires a totally new system for instantly selecting, evaluating, and handling these complaints.

Jay Baer and Edison Study conducted a landmark study of more than 2,000 consumers and discovered that not all complainers (‘haters’) are manufactured equal. Actually, a couple of two greatly different categories of haters: about Hug Your Haters: How exactly to Embrace Problems and Keep YOUR VISITORS Offstage Haters and Onstage Haters.

The book includes The Hatrix, an in depth study of the differences between these Offstage and Onstage haters. The reserve reveals:

How, where and why people complain (simply by demographic and by channel)

How so when consumers expect a reply when they complain

The advocacy impact of answering (or ignoring) a person

Differences in complaint type and goals by industry

Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives readers a step-by-step course of action to magnify the impact of happy customer interactions, also to minimize the effect of haters and complainers.

Clients expect more from business than previously, and the importance of real-time customer service has never been greater. Hug Your Haters clarifies this new reality and shows readers how to accept complaints and switch bad news into good.