You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.

But guess what? Only 8% of their customers agree.

The problem is that most people (me included) have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.

But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.

Now, customer service is a spectator sport. Are you prepared?

Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.

That’s why Hug Your Haters is the first-ever customer service book for modern times – it’s based on the realities of customer expectations TODAY, not one, five, or 20 years ago. That’s why Guy Kawasaki said:

“Hug Your Haters is a landmark book in the history of customer service.”

—Guy Kawasaki, chief evangelist of Canva and author of The Art of the Start 2.0