Hug your haters : how to embrace complaints and keep your customers
(Book)

Includes a detachable folded poster of "The Hatrix.".

Includes bibliographical references and index.

"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. Hug Your Haters provides the recipe for a mobile, social, right-now world where complaints are faster and louder than ever. 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. Baer also includes The Hatrix, a detailed examination of the differences between Offstage and Onstage haters. The book reveals: how, where and why people complain (by demographic and by channel) how and when consumers expect a response to their complaints the advocacy impact of answering (or ignoring) a hater differences in complaint type and expectations by industry"--,Provided by publisher.

20171030.