Hug Your Haters

Hug Your Haters presents a groundbreaking approach to customer service that acknowledges the reality of the digital age. While 80% of companies believe they deliver outstanding customer service, only 8% of their customers agree. Hug Your Haters aims to close this gap by encouraging companies to embrace complaints rather than avoid them.

The near-universal adoption of smartphones and social media has revolutionized how customers express dissatisfaction. Critics, or “haters,” now have more platforms than ever to voice their displeasure. Hug Your Haters demonstrates that handling complaints effectively is no longer optional—it’s essential for success.

Hug Your Haters provides valuable insights and practical strategies for dealing with both onstage (public) and offstage (private) complaints. By addressing issues with empathy and responsiveness, companies can turn negative experiences into opportunities for growth and loyalty. The book emphasizes that engaging with unhappy customers can transform them into loyal advocates when handled correctly.

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