<b>Based on proprietary research and more than 70 exclusive interviews, <i>New York Times</i> 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.</b><br><br><i>Hug Your Haters</i> is the first customer service book written for the modern, mobile era.<br><br>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.<br><br>Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers (&quot;haters&quot;) 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:<br><br>• how, where and why people complain (by demographic and by channel) <br>• how and when consumers expect a response when they complain<br>• the advocacy impact of answering (or ignoring) a customer<br>• differences in complaint type and expectations by industry<br><br>Supported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts,<i>Hug Your Haters</i> gives readers a step-by-step process to magnify the impact of happy customer interactions, and to minimize the impact of haters and complainers.<br><br>Customers expect more from business than ever before, and the importance of real-time customer service has never been greater.<i>Hug Your Haters</i> explains this new reality and shows readers how to embrace complaints and turn bad news into good.