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The State of Hate and Why You Should Embrace Complaints

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If it feels like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, you’re right. But the rise of customer complaints represents a huge opportunity.

hyh-book-1That’s why I wrote my new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. The book launches officially on March 1, but if you pre-order one or more copies now at HugYourHaters.com you’ll get instant digital access (and a TON of other special bonuses potentially, including socks, webinars, 1:1 calls with me and a lot more)

I’d love your support in this critical pre-order phase. Thanks.

Hugging your haters makes business sense

I partnered with Tom Webster’s firm — the highly respected attitude collection group Edison Research – to take a close look at the current state of hate.

We discussed customer service expectations and outcomes with more than 2,000 American consumers who have complained about a company in the previous twelve months.

And what we found shocked us, both in its comprehensiveness and in its simplicity:

Answering complaints increases customer advocacy. Ignoring complaints decreases customer advocacy. (highlight to tweet, it’s fun!)

This is true in all channels, but the impact is greater in online service, where unhappy customers don’t necessar…

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