Hug Your Haters
"Haters are not your problem. Ignoring them is. Eighty percent of companies say they deliver outƯstanding 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 pubƯlicly than ever. These trends have
