A review by lisabage
Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer

informative medium-paced

3.5

 He talks about onstage and offstage service. Much more is being done onstage and its likely to get worse as companies "train" customers to go online, by providing better faster service. He talks about needing to coordinate responses across channels so customer service and social don't get disconnected or confused. Interesting information, seems well researched. Nothing earth shattering here, but good for companies who aren't already thinking about this to get up to speed.