A new book from Jay Baer, author of "Youtility," is all about the modern concept of customer service and its impact on our businesses. Of course, most of us aren't ready for providing service in the connected world, yet - but, Jay makes it easy for us. In fact, one of our favorite things about the book is the poster included in the book called, "The Hatrix."
Jay breaks down the lovingly-named "Haters" audiences as "Offstage" (support by phone and email) and "Onstage" (support via social media, review sites, and boards/forums) - and shows the impact from answered and unanswered complaints in each venue. For instance, The Hatrix tells us that an answered complaint in social media results in a 20% increase in advocacy for the brand, while an unanswered complaint in the same venue results in a 43% decline in advocacy. This is obviously kind of a big deal. Check out The Hatrix online and get your copy of the book today.