There are two types of complainers: Onstage Haters and Offstage Haters.
The Hatrix is a full-color poster that showcases the critical differences between these key groups including:
– Technology and Social Media Usage
– Complaint Frequency
– Preferred Channels for Complaint
– Expectation of Response, by Channel
– Impact of Response (and no response) on Customer Advocacy
Customer service is the new marketing. You need to buy this book if you care about your customers and your business.
– Gary Vaynerchuk – Best-selling author of Jab, Jab, Jab, Right Hook