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

by Jay Baer

Haters are not your problem. . . .
Ignoring them is.

Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.

The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more pub­licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.

Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten­sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ­ent

· Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and com­pany websites. Offstage haters don’t care if any­one else finds out, as long as they get answers.
· Onstage haters. These people are often disap­pointed by a substandard interaction via tradi­tional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.

Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.

Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.

Genres: Business, Nonfiction, Self Help, Professional Development, Buisness, Entrepreneurship, Audiobook

240 pages, Hardcover

First published March 1, 2016

About the author

Jay Baer is the co-author of The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter & More Social.

He is social media strategy consultant, and founder of the firm Convince & Convert, that works with leading companies and their agencies on social media integration.

His Convince & Convert blog is one of the world’s top English-language marketing resources, as was ranked the #3 social media blog in the world.

A founder of five companies, Baer has consulted for more than 700 companies on a variety of digital marketing and social media initiatives since 1994, and clients have included Nike, Sony, P&G, Monsanto, Caterpillar, MetLife, and Cadbury.

A November, 2010 issue of Fast Company Magazine cited him as one of the three leading social media advisors in America.

Reviews

[Bianca Smith · Rating 5 out of 5]

Jay Baer’s new book, Hug Your Haters, reminds me of some valuable advice I received early in my retail career (retail is one of my past lives). I was taught that a “hater’s” understanding was the truth I had to work with – regardless of the facts. If that’s what they believe, that’s what I need to accept.

We all have haters and we know they all come from different places. Jay covers off many of these behaviors and how to turn them around in this book. It’s a very practical book, filled with real-life examples, usable tactics, and third party research and ideas. Everything you need to make happy experiences. I know that sounds too rosy but I still encounter people who don’t want to communicate in case someone says something we don’t want to hear. In Hug Your Haters you learn that these people generally mean well and are privately telling you so you can fix it. Jay also looks at those who are hating to get a reaction and gives tips for how you can come out of the situation looking good. Unlike the florist in Melbourne, whose response to a private complaint was to instruct the customer never to contact them again.

The research in Hug Your Haters is varied and not dry and academic. There are examples and experiences that we’ve all heard about or seen. Gary Vaynerchuk is referenced a few times. There’s even a small tear out, color, infographic poster with research Jay did with Edison Research. If you’re wondering between a print or ebook copy, that’s a reason to consider the print. I pre-ordered the print and got the ebook as a bonus. Update: The Hatrix infographic is online but the print copy is nicer than any printer I currently have access to.

The second part of Hug Your Haters gets more tactical, with tool suggestions for social listening and a reminder that many won’t mention you but if you find them and respond it can create an amazingly positive experience. The discussion of social media monitoring tools is detailed (and not advertising). There are several models on how to manage the conversations, that break it into easy steps.

Who is Hug Your Haters for?
In the introduction, Jay says that Hug Your Haters was written for anyone and everyone who has customers anywhere on the planet. I would expand (or possibly contract) this to marketers (social media and others) who have never worked a customer service or retail role. Not much of this is new if you spent your college summers listening to retailers complain that their favorite ice-cream from seven years ago is no longer available. OK, so I’ve never had that one but you get what I mean. If your marketing knowledge is theory and class clients (which is a typical education) then you need to this book to show what the real life is. It’ll make you an amazing community manager and even better product manager.

Originally published: http://tapdancingspiders.com/book-rev...

[Jacob O'connor · Rating 3 out of 5]

Another in the title-tells-it-all category. Still, Baer makes a good case. A primary differentiator in companies is how they respond to complaints. It separates good service from bad, and I reflect on my own experiences. For instance, I was Amazon's biggest fan. I owned their fanciest e-readers, was a "Prime" member, and even bought my groceries through them. I spent untold dollars in the Kindle store. One awful experience, and it was all over. On the other hand, I've delayed "cutting the cable" because my outstanding experiences with Comcast. Go figure.

I'm in the service industry. I'll take Baer's advice. Fast, thorough responses. Even to the hard ones.

Notes:
(1) Baer says address all customer complaints

(2) Answering complaints increases advocacy

(3) Simply acknowledging the mistake is powerful

(4) Respond to everyone, but only twice per interaction

[Katherine · Rating 4 out of 5]

Overall a interesting read. I loved that it included actual research and data. It turned out to not be quite as helpful as I was hoping for because it focuses so heavily on for-profit businesses but there are definitely things that are applicable to non-profits too. I found the real-life examples especially useful. After reading this book, I now feel more like making complaints (in nice ways) to businesses. I've always been a "meh" complainer and much more likely to just stop buying the product or to silently fume. I've never thought about how important it is, to businesses that care, for me to let them know when things are wrong so they can be fixed.

[Jeremy Murphy · Rating 5 out of 5]

Extremely helpful book very well-written, backed by solid research and data. Everyone should read this book! We all have haters. How do we respond? It's a fundamental question that will shape our future.

[Audrey · Rating 5 out of 5]

Will be rereading this in the future. An excellent resource for customer service

[Teena in Toronto · Rating 3 out of 5]

Regardless of your title and position, I think that everyone's job at times includes problem and complaint resolution. A large part of my job is interacting with our clients so I find books about dealing with interacting with customers/clients interesting. This book is about modern customer service, how to hug your "haters" and turn the situation around.

There are two kinds of haters. The "offstage" hater is more silent in that they contact companies to complain by phone call or email. The "onstage" hater is more public in expressing their complaints by posting them on social media, online review sites, etc.

The chapters are:

* Why you should embrace complaints
* The two types of haters and the DNA of complaints
* The Hatrix: who complains, where and why
* Customer service is a spectator sport
* Big buts: 5 obstacles to providing great service
* H-O-U-R-S: the playbook for hugging offstage haters
* F-E-A-R-S: The playbook for hugging onstage haters
* The future of customer service

The book covers how to deal with haters, handling trolls, measuring customer service, answering (or not answering) complaints by the different channels, why you need to answer every complaint in every channel every time, how fast you need to respond to customers, software recommendations for handling online and offline customer service, and more.

I thought this book was interesting and I liked the writing style. There are many examples from large and small companies. At the end of the book, there is a handy appendix summarizing each of the chapters, which makes it an easy reference guide ... each chapter is summarized with key points and key data. There is also a detailed notes section with references to the information throughout the book (including websites).

Blog review post: http://www.teenaintoronto.com/2018/06...

[J Crossley · Rating 3 out of 5]

Instead of ignoring complaining customers, your business can become stronger by listening to those customers. It is a form of customer advocacy—you show that the customers matter to you. This can be a huge difference between you and your competitors. Although it may not be enjoyable to ‘hug your haters,’ it is imperative for the future of your business that you do this. By responding to the complaints, you can learn about your customer’s perceptions. By learning how the dissenters view things, it will help you find out what issues other customers face but don’t tell you about.

[Monika Kutowska · Rating 5 out of 5]

The most practical, non-bullshit CS book I've read in years. Although the key data is from 2015, I believe is more than relevant this day as well. A straight forward and easy compilation of why and how to embrace all kinds of detractors, with many examples as a cherry on top.

[Alessandra Fediv · Rating 2 out of 5]

Не зайшла книга (
Не підходить до українського суспільства, не дає конкретних варіантів відповідей та трохи застаріла загалом.

[Simona Žeimytė · Rating 4 out of 5]

Important read for small businesses to pick their customer support strategy, not necessarily true for mega businesses.

[Laila Collman · Rating 5 out of 5]

Essential reading for anyone working in customer service! Jay Bear presents helpful examples relevant for a wide variety of service industry professionals, and I really appreciated his kind & humanistic approach to dealing with customer complaints. Ultimately, you gain a clear understanding of why answering complaints (instead of avoiding or ignoring them) is so important, and walk away with creative ideas for how to solve difficult situations.

[Nazrul Buang · Rating 4 out of 5]

Just finished reading 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers' (2016) by Jay Baer. I came across this book while looking for a read on customer service, a topic I haven't touched on for a long time, since 'The Customer Service Survival Kit' by Richard S. Gallagher which I read five years ago.

As most books on customer service, it explains how customer complaints are often misunderstood as undesirable experiences, when they provide valuable information and opportunities to convert your complainants into loyal customers. On top of discussing customer service topics and shifting of mindset to view complaints as chances for business redemption, author Baer discusses how technology is changing the dynamics of customer relationship management.

Most of the contents are rehashed and more importantly intuitive - answering all complaints ASAP, customer retention > customer acquisition, etc. - echoing what other books of the same genre have covered before, although his own research and data results are interesting to refer to. Several parts are repetitive such as "haters aren't the problem... ignoring is", but there are handy mantras to remember his advice after readers finish reading the book, such as the danger of customers who don't offer feedback at all.

Unlike most customer service improvement books, 'Hug Your Haters' focuses a lot more on technological avenues such as social media, forums, review sites and discussion boards, and how to monitor/handle complaints there, thus this book would cater more towards online moderators and companies that recognize the significance of online complaints. Rather than simply repeating that answering every complaint quickly is the route to success, I was hoping to see something more than just that, especially how to respond to a complaint or how to appease an angry complainant. In other words, it focuses a little too much on the mechanism of answering to complaints rather than the art of it.

The good thing is however, the most interesting part of Baer's book, one which caught my attention to get a copy of it to read in the first place, is his explanation for 'offstage/onstage haters' and the differences between them, along with the right approach for dealing with each group. The analysis is a topic that older customer service books don't cover, since technology is playing a much more significant role as it progressively evolves. Plus, there's a very handy appendix at the back that summarizes each chapter and serves as useful reference for future.

'Hug Your Haters' is a quick read for people in the customer service industry, especially for first timers who wants to understand the big picture. Veterans can also benefit from this book one way or another, but it's hard to differentiate this book from hordes of other books of the same subject. At least I'm glad to see that I still have a few takeaway lessons I can reap after all, so much thanks to author Jay Baer!

[Kaavya Karthikeyan · Rating 5 out of 5]

In a world where almost any kind of business has competitors, customer service has become the factor which is a cut above the rest. However, with any kind of enterprise, there are those who may dislike what you do, and they often vocalize this rather generously. Quite a few companies choose to ignore these ‘haters’, and this is a terrible choice. Hug Your Haters talks about why you should embrace these haters, and how you can handle these complaints.

You can watch a video review of the book below.

https://youtu.be/fPxnJzQru0Y

I thought this is one of those ‘must-read’ books, because it not only tells you why but also tells you how you can handle people who dislike your service or product, both privately or on a public forum.

Hug Your Haters was written by Jay Baer, who worked with an analytics firm to gather data to prove the benefits of embracing complaints as opposed to ignoring them. He got information about quite a few things such as the percentage of online and offline complaints, and their age.

The book starts with its most important message – answer all your customer’s complaints, no matter what. A customer who complains is one who cares. After all, wouldn’t it be easier to simply walk away instead of showing you what's wrong, and urging you to fix it? The fact that they are telling you their problems shows that they are probably willing to give you a chance to set things right, and possibly continue their patronage.

Thus, no matter what, always answer them. Listen to their complaints. If you’re in the wrong, admit it, and do your best to fix it and make it up to them. Le Pain Quotidien, a chain of bakery-restaurants, is a great example of how complaints can be turned on its head to benefit the company. One of their outlets had terrible reviews. Rather than make a token apology or ignore the complaints, the manager decided to offer the disgruntled customers a gift card with which she asked them to visit a different branch and see if they liked that better.
This ensured that they continued their patronage with the brand—remember, it costs more to acquire a new customer than to keep an existing one—and was also a great way to get honest, unbiased feedback.

You might also ask about those people are on the lookout for freebies.
A manager of a pizza place replied to this question saying that yes, there is a small section of people who may be out to con you. But most of the people who complain are legitimate, and the odds are worth taking. You might well lose out on genuine customers by ignoring them if you dismiss most of them as frauds who are looking to freeload.

Baer divides your haters into two divisions – onstage and offstage. The former are those who take to social media and public forums to make complaints, while the latter choose more conventional means such as the telephone or email. Onstage haters are those who are more intent on instant gratification, while offstage ones are more measured and patient. Onstage ones seek an audience for their issue, while the offstage ones simply want their problems resolved. I love that this book makes this distinction. If you wouldn’t slam the phone down on a customer who calls you, why would you ignore a message on Twitter or Facebook?

Baer also mentions an area which is often neglected by companies which can really boost reputation – forums. These are where you can find the people who are most passionate about your service or product. They discuss it in detail, point out bugs in features, and more. Responding here will last as long as the forum does. It will also improve the image of your company among those who love it. Baer also mentions the advantages of self-service here, and how many customers these days actually prefer to solve their problems themselves. An FAQ page can never be too detailed.

Lastly, he provides detailed strategies for dealing with both onstage and offstage complaints. For offstage complaints, you need to use the same channel the customer contacted you on, resolve the issue as speedily as possible with a minimum number of responses, and be human about it. Unifying your data about the customer is also recommended, such as the number of times they have contacted you before, or their personal details. An interesting statistic here is that customers are twice as likely to use your service or product again if you resolve their problem on the first go.

For onstage haters, you need to find all mentions of your company or product first. People might not use your hashtag or handle while mentioning you, but there is software that focuses on finding the right keywords. For franchises and businesses which have a physical location, using software that brings up tweets or Facebook comments in a particular area might help find more mentions. You also need to make sure your answer is public.

A common concern is about those who are there for attention, rather than getting their issue resolved. Baer has a simple strategy: reply only twice. Any more and the conversation often changes focus or degenerates. His golden rule is to never respond more than twice to the same customer about the same issue in a public channel.

Lastly, when it comes to social media, a tweet or comment may be inadequate towards solving an issue. For instance, the character limit may restrict you from responding the way you need to. In such cases, replying to them publicly asking them to switch channels and stating the reason for the same is a pretty good idea.

Overall, I really enjoyed reading this book as it provided many insights into how technology has changed the customer service industry. Here are my key learnings from this book:

1. Not responding to your customers implies that you don’t care about them, while successfully resolving an issue can promote your company 20 times more than regular advertising can. Don’t underestimate the power of word of mouth!
2. Offstage haters are those who complain via phone, email, and other private channels. They care more about issue resolution. Onstage haters are those who complain on social media, review sites, and other public channels. They want an audience and also want their problem to be solved quickly.
3. Always respond to your offstage haters as soon as possible. If you start responding to your onstage haters (and you should!), you have to make it consistent. You can’t reply to one message or tweet and ignore the rest.
4. Don’t take complaints personally. Always try to be empathetic and patient.
5. Keep your data unified to avoid annoying your customers by asking them for the same information multiple times. Use the same channel that your offstage hater uses to reply to them.
Never reply more than twice to onstage haters to avoid feeding trolls. Don’t be afraid to switch channels if needed.
6. The future of customer service involves self-service and FAQ pages as a way to reduce complaints. Mobile messaging apps, as well as community-based service on platforms such as forums, will also play a huge role.

A lot of this might seem like common sense but you would be surprised as to how very few companies implement these tactics. To win as a company, you need to win at customer service, and nothing underlines this better than the points made by the author.

This book was definitely worth the read for me! I especially appreciated the focus on social media and the ways to handle them. I also loved how the author provided a brief summary of each chapter at the end of the book.

Let me know what you thought about this book!

[Corey Thibodeaux · Rating 4 out of 5]

I despise the term "guru," only because it is an often self-imposed and misappropriated title. But, if there is a such thing as a social media/content marketing guru, it is Jay Baer. So if you do any sort of professional social media for a living, this is the man you want to read.

As consumers take their attention and complaints online, they want attention. And what better platform than social media, the new vessel of customer service. If your company hasn't adapted and built a presence on the most popular social media sites, you are a decade behind. Luckily, this book will put you years ahead.

"Hug Your Haters" explains why embracing complaints online creates ample business opportunities and loyal customers. If your business comes across as more than just a company, you'll earn respect not just from the people you're helping, but from those who happen upon your interaction. Not only that, but legitimate complaints can many times help you identify holes in your business practices. We are not perfect and those who are willing to learn from critics often grow strongest over time.

The book has good and bad examples to stick the point, but here's a firsthand account of what happens when you don't adhere to these standards:

I was looking up a local business on Facebook and found a striking review differential. There were almost as many one-star reviews as five-star and nothing in between. Looking through the reviews, I found a customer throwing shade at the owner. The owner then responded, but instead of addressing the complaint and vowing to do better, he opened the door for a physical confrontation.

It got pretty heated, but I was in awe. This exchange alone made me not want to do business there, not if the owner could fly off the handle from a simple review. Others probably felt the same way. Plus, not only will the complainer never return, he will tell everyone he knows about what transpired and how poorly the owner handled it. That's a lot of business falling into the pits.

If I ever do go back, I'll hand the owner a copy of this book. With nothing won and much lost, this is a clear example of why companies big and small should listen and respectfully respond to every customer on every platform. It's really not that hard.

[Charmin · Rating 5 out of 5]

HIGHLIGHTS:
1. Answering complaints increases customer advocacy across all customer service channels.
It takes a bad situation and makes it better.

2. Answer every complaint, on every channel, every time.

3. Haters are the canaries in the mine. They are an early warning detection system for your business. The fact that a customer is taking time out of their day to give you feedback means that they care.

4. The best way to keep your customers is to understand them.

5. FAQ – about every element of the experience. There is no down-side to self-service. Self-help
a video library for common simple questions.

6. Biggest opportunities: forums, review sites, and social media. Discussion Forums: participation creates more consumer advocacy than in any other channel of customer service.

7. Forums: where the most passionate customers hang out. Respond as if everyone will read that conversation. Detailed repositories of information. Infinite digital shelf life. The value of replying may persist indefinitely.

8. The response needs to be empathetic, timely, and useful.

9. Adopt a customer review system that you own and control.

10. Solve customers’ problems within the venue they have selected as their preferred contact mechanism. Never reply more than twice to any one person in any single conversation.

[Two Readers in Love · Rating 4 out of 5]

If you manage social media for clients, you've probably been in the position of explaining why you want to respond to "those crazies online" (i.e. someone with a complaint). This book shows the difference between a "hater" and a troll, and makes the case that seeking out and responding with empathy to ALL customer complaints, on all channels, all the time is the best business plan.

The author has research showing medium affects the message; onstage haters have different expectations than offstage haters. However, while the medium changes *how* support is done, it shouldn't determine *whether* customer support is done. If a customer 50 years ago told you the pants they just bought were mislabeled, would you hang up the phone if they called to complain, but help them if they came to your store in person? If not, then why do you feel you can hang up on Facebook messages now? Social media is a two way street, and if you want to send messages to customers on that platform you need to be prepared to receive them as well.

[Stan Skrabut · Rating 5 out of 5]

A couple of years ago, I sat down with a number of business owners and showed them all the different sites I knew about where customers could leave comments. It was an eye-opening experience for many of them. However, many of them indicated they were too busy to focus on these sites. After reading Jay Baer’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers , they need to strongly reconsider. Every business owner needs to read this book. Read more

[Chris · Rating 4 out of 5]

This is an example of a pretty good work couched in a regrettable title. Many might hesitate to pick up this work as the word 'hug' has a touchy-feely connotation that may be off putting for some professionals. The overall message from this work is that we need to embrace customer complaints in order to better serve people. I agree. We tend to write off complainers as wackos, haters and whiners who do not deserve a response from us. By doing so we miss opportunities to learn and grow. And we can further damage ourselves, depending on the context of the complaint. With the rise of public complaining through social media outlets, Baer notes that complaints are a spectator sport. By not responding or responding in the wrong way we are sending messages not only to the complainer, but the spectators.

[Mary · Rating 4 out of 5]

Too often, business owners think they can just ignore the "haters" who leave negative reviews on Yelp, Google, and other social networking sites. But it's far smarter, argues Baer, to address those reviews—after all, they're the ones who cared enough to say something.

Using examples from real businesses, Baer shows how embracing your haters can sometimes turn them around. Not only that, but it can actually strengthen your brand by showing that you pay attention to what your customers are saying.

Highly recommended for any business owner or marketer. Companion reading: Zombie Loyalists: Using Great Service to Create Rabid Fans

[Janna · Rating 4 out of 5]

Customer service can be impacted through all levels of a company, and across industries. It’s one place every company acknowledges they need to focus, but the recipe for success is ever evolving. With the influential authorship of the internet, and the convenience of smart phones, customer voices are louder than ever. This book breaks down customers into two groups: off-stage haters (who want resolution) and on-stage haters (who take personal virtue, and like the public nature of a quest to righteousness). I found the book to be a light read, easily digestible and with lessons that can be translated to many scenarios, improving customer relations across any budget.

[L · Rating 4 out of 5]

Well researched, thorough and practical. Baer walks through how to deal with customers in offline and online channels and turn them into advocates.

Some key highlights.
- Interacting with upset customers is 100% worth the effort.
- Need to answer every complaint in every channel.
- Only respond twice before taking it offline.
- Dangerous customers are the meh customers who don't complain.
- Have strategy to address onstage and off stage complainer.
- Social media can be cheaper than traditional channels.
- Resolve issues in the same channel as the complaint.
- Every complaint offers valuable feedback for free!

Must read for anyone working in business.

[Marty Twelves · Rating 5 out of 5]

Required reading for any business

Fantastic read! For anybody looking to improve their business, you need to read this book. My background is in online marketing, so I'm more than a little biased towards review sites and responding to complaints there publicly. Even so, it's a much needed book to tell people to own their customers' feedback, good or bad. Everybody knows there are those customers who will never be satisfied no matter how hard you try, but just making the effort and showing that you care enough to respond will speak more than the actual words you write.

[Alexander K · Rating 4 out of 5]

This book provides a good overview of how you should handle your customer reviews, both online and offline. It does a good job of summarizing research on customer service while explaining why it is crucial to respond to the negative feedback you get. I would recommend this book to anybody who's just starting out in business or marketing. If you've been in marketing for a while, this book is a good reminder that you should respond to every customer, not just the ones who praise you.

I signed this book out from the Waterloo Public Library.

[Ashley Swapp · Rating 5 out of 5]

For people that exist in the world, and people that are making the digital world exist (digital and social media marketers). It was sort of fascinating reading about the current world we live in, and how we interact with the various platforms that really haven't been in existence for very long.

As someone that is in the marketing realm, it was very validating to read about the research that supports the use of social media as a channel to connecting with humans - not just to broadcast.

[Helene · Rating 4 out of 5]

Very interesting and well-written book, a must-read for every company wishing to improve their "customer service" image.

This book doesn't just give you solid facts, it also gives you ideas you could try on to reach a better understanding of your customers' ways of thinking and "hug your haters" at the same time.

Haters are everywhere, but the way your company handles them could either become its downfall, or its key to success!

[Jaime · Rating 4 out of 5]

Cuando productos o servicios competidores comparten características, precios, canales y promociones, el servicio a clientes se convierte en un factor de distinción muy importante. Yo soy un quejumbroso regular que típicamente se inflama y tuitea, manda mails y llama a la línea de atención cuando algo no sale según lo esperado. ¿Cómo lidian las marcas con nosotros los "haters"? Jay Baer sugiere abrazarnos y expone con detalle el por qué y el cómo. Lectura veloz. Recomiendo.

[Brian Honigman · Rating 5 out of 5]

One of the most informative books on customer service to date because it's based on a healthy mix of Mr. Baer's experience as a marketing consultant, the accounts of various businesses across industries and research conducted by a third party firm. If you're looking to better grasp how to actually retain your existing customers, than read this book for actionable advice on what works with a modern approach to customer service.

[Marcey Rader · Rating 5 out of 5]

If you have a business with customers read this book! Jay covers how to handle the onstage and offstage haters on various social media channels. If you think you can shy away from negative reviews, fear not, Jay has you covered on the steps you need to take. Step into the Hatrix and turn them into company advocates.

[Shuva · Rating 5 out of 5]

This is a great book that not only meshes social media and customer service, but further defines the types of complainers based on venue and age. It's an easy and informative read filled with meaningful anecdotes from a variety of companies. A fantastic book on customer service that has many reference points for any business owner in which to refer back.

[Sundaresan Sekar · Rating 4 out of 5]

The only book you need to read to get your customer service right. It is ideal for small businesses, large corporations and anyone who has a customer-facing business. It showcases the best practices as well as the mistakes in an interesting read. Would have loved more case studies but the book was interesting to read all through.