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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. The book even includes a foldout poster with step-by-step instructions.Hug Your Haters is the first customer service and customer experience book written 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.