Technology has evaporated the obstacles of problem. With smart mobile phones and always-on Internet access, consumers complain more regularly and across more channels, many of them general public. This requires a completely new program for instantly acquiring, evaluating, and dealing with these complaints.

Jay Baer and Edison Research conducted a landmark study greater than 2,000 customers and discovered that not absolutely all complainers (‘haters’) are created equal. In fact, there are two vastly different categories of haters: about Hug Your Haters: How exactly to Embrace Complaints and Keep YOUR VISITORS Offstage Haters and Onstage Haters.

The book includes The Hatrix, an in depth examination of the differences between these 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 if they complain

The advocacy impact of answering (or ignoring) a customer

Differences in problem type and targets by industry

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

Customers expect more from business than ever before, and the need for real-time customer support hasn’t been greater. Hug Your Haters points out this new actuality and shows visitors how to accept complaints and switch bad news into good.