I read this while I was in a social media marketing role at a telecom. In Hug Your Haters, Jay Baer reframes a traditional approach to public relations, encouraging a compassionate, open response to negative feedback. In the digital age, most companies are quick to respond to negative feedback in public spheres, but Baer challenges businesses to also pay attention to "off stage" feedback. Baer argues that negative feedback is a critical too in assessing shortcomings and improving systems to provide legendary customer service. This book is a must-read for anyone receiving feedback from customers in any form. Definitely recommend!

Jay Baer Explains Why You Should Hug Your Haters! http://www.marketingovercoffee.com/2016/03/04/jay-baer-hug-your-haters/

Also check out his new book Talk Triggers: http://www.marketingovercoffee.com/2018/10/05/jay-baer-and-daniel-lemin-on-talk-triggers/