Admittedly, it’s not easy to hug your haters – those who share legitimate complaints or go as far as spewing negativity and toxic comments in public forums. But customer service has become a spectator sport, and business owners need to understand the game in order to play to win.
Complaints come in multiple formats, in many channels of communication, and degrees of intensity. In Jay Baer’s research with Edison, conducted for his new book, Hug Your Haters, he discovered that there are two main types of haters. These two groups of haters differ demographically, in the frequency of their complaints, in their use and embrace of technology, and in how and where they choose to complain…...read more
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