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This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.\u003cbr\u003e \u003cbr\u003e 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 pub-licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to \"pick their spots\" when choosing to answer criticisms.\u003cbr\u003e \u003cbr\u003e Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten-sive proprietary study of how, where, and why we complain, \u003ci\u003eHug Your Haters\u003c\/i\u003e proves that there are two types of complainers, each with very differ-ent motivations-\u003cbr\u003e \u003cbr\u003e \u003cb\u003eOffstage haters.\u003c\/b\u003e These people simply want solutions to their problems. 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The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.\u003cbr\u003e \u003cbr\u003e Whether you work for a mom-and-pop store or a global brand, you \u003ci\u003ewill\u003c\/i\u003e have haters-and you can't afford to ignore them. 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Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. \u003ci\u003eTalk Triggers\u003c\/i\u003e provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.\u003cbr\u003e \u003cbr\u003e The key to activating customer chatter is the realization that same is lame. Nobody says \"let me tell you about this perfectly adequate experience I had last night.\" The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in \u003ci\u003eTalk Triggers\u003c\/i\u003e) must dare to be different and exceed expectations in one or more palpable ways. 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