Podcasts about convince convert

Why is speed a crucial competitive advantage in business? Jay Baer, a seventh-generation entrepreneur, has carved out a niche as a leading figure in the tequila industry, becoming the second most popular tequila influencer and educator globally. With a wealth of experience consulting for over 700 brands like Nike and IBM, Baer leverages his marketing prowess and understanding of customer experience to shine a spotlight on the intricacies of the tequila market. He observes the dynamic landscape of the tequila industry characterized by intense competition among 2,000 brands, emphasizing the need for differentiation and effective marketing strategies in a market with only 500 true competitors. Baer highlights the unique production elements of tequila, such as its geographical limitations in Mexico and the critical role that factors like agave growth play in product quality, making it a fascinating realm for business innovation and strategic differentiation. Key Takeaways Speed is a significant competitive advantage in business and customer experience by allowing companies to deliver value more efficiently. Eliminating internal handoffs and processes that slow down operations can give a competitive edge. AI is impacting customer expectations, and businesses need to adapt to meet changing demands. Businesses need to focus on strategic growth and innovation to stay ahead of competitors and meet customer needs. Value-added time in business operations must be maximized by minimizing non-value-added activities for increased efficiency and profitability. Tequila industry faces challenges in marketing and differentiation due to the competitive nature of the market with numerous key players and brands.   More from Jay Baer Jay Baer is a business growth expert, bestselling author, and globally recognized keynote speaker with a career that spans politics, digital strategy, and brand advisory. He began as a direct mail specialist for a U.S. Senator, later serving as a government spokesperson and marketing professional before diving into the early days of the Internet—back when domain names were still free. Capitalizing on that digital frontier, Jay founded and sold multiple marketing and customer experience companies, including the acclaimed advisory firm Convince & Convert. His first book tour in the early 2000s launched a highly successful career as a speaker and event host, known for delivering deeply customized presentations packed with actionable insights. Clients and audiences value his practical frameworks and constantly evolving content designed to drive real business results. In addition to authoring several influential books, Jay founded the widely read Convince & Convert blog and co-created the award-winning Social Pros podcast, which he co-hosted for over 500 episodes. His latest venture, The Spirit Guides podcast, dives into the origin stories of the world's leading spirits influencers. A passionate tequila aficionado, Jay has turned his interest into a fast-growing education and review platform in the spirits world. He remains an active investor and advisor to dozens of small businesses while continuing to counsel major brands. Based in Bloomington, Indiana, Jay lives with his wife and travels worldwide to share his expertise from a launchpad in nearby Indianapolis.   Website: https://www.jaybaer.com/ LinkedIn: https://www.linkedin.com/in/jaybaer/   If you are an experienced CEO looking to grow your company, visit https://www.TheCEOProject.com   You can also reach Jim by email: Jim@TheCEOProject.com   LinkedIn: @theceoproject Instagram: @the_ceoproject Twitter/X: @the_CEO_Project Facebook:  @IncCEOproject

How can universities harness the power of social media to elevate their institution, engage students, and build lasting communities on and off campus? Geisha Garcia, Executive Director of Social Media at the University of Miami, knows the impact of strategic content, influencer partnerships, and community-driven storytelling. In this episode, we dive into how Geisha's team creates authentic, high-performing content, fosters collaboration with students, and integrates social media into broader institutional initiatives. From student creator programs to major brand activations, Geisha shares how social teams can claim their seat at the table and drive meaningful engagement. Full Episode Details  Geisha Garcia joins host Jason Keath on this episode of Social Pros to share how the University of Miami is redefining higher ed social media through authenticity, collaboration, and strategic content creation. She dives into the impact of student creator programs, how her team balances institutional messaging with relatable social-first content, and why engagement is just as important as content itself. With brand activations playing a bigger role on campus, Geisha explains how social teams can proactively integrate into broader marketing initiatives—rather than reacting after the fact. She also breaks down the power of influencer partnerships, why micro-influencers often outperform big names, and how community management on TikTok is a game-changer. Geisha also shares how her team stays ahead by fostering collaboration, testing formats like carousels, and pushing for social's seat at the table—ensuring it remains a strategic force within the institution. Stay tuned after Geisha's interview for a conversation with Jason, Zontee and Sunny about Convince & Convert's new newsletter, The Trend Line. In This Episode: 1:55 - UMiami's social partnerships with other universities 7:15 - Successes and lessons learned from UMiami's TikTok account 8:31 - UMiami's new student creator program and how it operates 15:24 - How Geisha and her team found the current students in the creator program 17:54 - How the student creators benefit from the program 20:30 - The social strategy for UMiami's centennial celebration, and how it's been executed 24:40 - Community management on TikTok 26:05 - Choosing the right partnerships that will resonate with your audience 26:56 - How to correctly collaborate with brands on university socials 29:57 - Geisha's advice for aspiring social pros 32:30 - Zontee, Jason and Sunny discuss C&C's new newsletter, The Trend Line   Resources: Follow University of Miami on TikTok Follow University of Miami on Instagram Follow Geisha on LinkedIn Follow Geisha on Instagram Visit the University of Miami website

What is exciting about social right now, and what are the things that bug you the most? This special episode of Social Pros gathers together Convince & Convert experts to talk about their shared frustrations with social, the future trends they have their eye on, and the potential out there for brands right now... Full Episode Details  In this unique, collaborative episode, hosts Daniel Lemin and Hannah Tooker come together with Convince & Convert strategists Sunny Hunt, Jennifer Harmon, and Jason Keath to explore the challenges and opportunities facing social pros today. They talk about their shared belief in the need for platforms to improve moderation systems and the rise of internal creators within brands that are engaging authentically with their audiences.  They also discuss the question they hear most frequently from social media leaders – ‘where should I focus my time, energy and budget?' Plus they share strategies for overcoming analysis paralysis and how to build authenticity and trust in the age of AI.  In This Episode: 1:21 - This episode's guests introduce themselves 4:53 - The inconsistent enforcement of community guidelines and the spread of misinformation  8:00 - Jason highlights the lack of trust in social media and the need to prioritize user experience over profit 9:42 - The rise of inadequately disclosed sponsored partnerships 11:04 - The growing trend of brands hiring internal creators 12:36 - Some of the most common questions from social media leaders 14:17 - The challenge of selling the value of social media to leadership 16:13 - The importance of connecting organic and paid social teams to improve quality and performance of content 22:11 - Things happening in social that marketing teams need to be paying attention to 28:19 - Why you need to be participating in short-form video, especially in B2B 35:44 - How to build authenticity in the age of AI  41:40 - Daniel's pro tip for aspiring social pros Resources  Grab your free Social Media Audit Bundle  Convince & Convert Website Follow Convince & Convert on X Follow Convince & Convert on Instagram Connect with Daniel on LinkedIn Connect with Hannah on LinkedIn Connect with Sunny on LinkedIn Connect with Jennifer on LinkedIn Connect with Jason on LinkedIn Visit SocialPros.com for more insights from your favorite social media marketers. 

Ever wondered how a seventh-generation entrepreneur transforms a passion into a thriving global brand?  Join in as Larry dives into the incredible journey of Jay Baer, a pioneer in digital marketing and customer experience. Jay Baer shares his evolution from politics to digital marketing and finally, to becoming the second most popular tequila influencer in the world. With over 20 years of experience, he discusses the importance of responsiveness and speed in business, offering actionable insights you can apply today. Whether you're saving for the future, planning adventures, or managing daily finances, this conversation will inspire and inform. Larry and Jay discuss:  The significance of understanding and adapting to customer expectations around speed and responsiveness. The "Got It Audit": Assessing how long it takes your customers to get what they need. The "Fast Pass" concept: Offering expedited services to increase customer satisfaction and revenue. The importance of open communication about money, both in personal relationships and business partnerships. And more! Tune in to this episode of Mitlin Money Mindset® with Larry Sprung and discover how to enJOY the journey of financial and entrepreneurial success!   Resources: Mitlin Financial   The JOY and Productivity Journal by Larry Sprung    Connect with Larry Sprung:  LinkedIn: Larry Sprung Instagram: Larry Sprung Facebook: Larry Sprung X (Twitter): Larry Sprung   Connect with Jay Baer:  jaybaer.com Instagram: @jaybaer & @tequilajaybaer Facebook: https://www.facebook.com/jaybaer/  LinkedIn: https://www.linkedin.com/in/jaybaer/    About our Guest: Jay Baer is a customer experience and digital marketing pioneer, expert, advisor, researcher, and analyst. He has spent nearly 30 years helping the world's most iconic brands gain and keep more customers.  A 7th-generation entrepreneur, Jay has written six best-selling books, and founded five, multi-million dollar companies. Jay is an inductee into the halls of fame for professional speaking and word-of-mouth marketing, and the creator of multiple award-winning podcasts. He is also one of just two people in the world listed as one of the top 30 "Global Gurus" in two different knowledge categories (customer service and internet marketing).  He founded the strategy and analysis firm Convince & Convert and is a board member of Experience Dynamic, a full-stack customer experience services collective. Media outlets like CNBC, NPR, Fox Business, and The Wall Street Journal frequently rely on Jay to comment and contextualize top trends.  His very popular twice-monthly newsletter is at TheBaerFacts.com. Jay loves growing businesses, delivering presentations (in-person or virtual) that audiences love, and plaid suits (meeting planners get to pick which suit he wears). He's also a licensed tequila sommelier and a certified BBQ judge.  

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. What happens when marketing truly takes the driver's seat with data and insights? In this episode, we hear from Jenn Chase, Chief Marketing Officer and Executive Vice President at SAS, a company that operates with a data-first culture. Translating Data into Meaningful Insights Jenn explains what insights SAS focuses on from a marketing perspective and how that helps her team and other departments work together to drive results. She talks about the different types of surveys and brand studies that SAS conducts to collect data both internally and externally, plus the impact that has on working toward business goals. For SAS, it's clear that data is embedded in its culture, but for that data to be useful, it needs context. Jenn's team makes an effort to translate that data into insights that matter for different departments, including sales and finance.  Jenn also shares some examples of clients SAS works with and how they have transformed how they use data to enhance the customer experience with personalization. In a cookie-less world, brands need to think outside the box when it comes to collecting data, but Jenn shares some top tips for companies to get started. In This Episode: 1:30 - The vision that Jenn adopted when taking on her role at SAS 2:45 - The insights that SAS's marketing team provides the rest of the company 5:42 - How Jenn encourages her team to drive value of marketing across the organization 7:44 - The art to connecting the dots across the organization on ROI 9:36 - How Jen builds strong relationships with other teams 11:43 - The importance of marketing, sales, and finance learning each other's languages 13:48 - How SAS uses data to help clients better serve customers 16:08 - Jenn shares an example of a beauty retailer who transformed their data strategy 19:05 - Why we'll see the evolution of commercial industries thanks to better data management 19:56 - How SAS is helping sports organizations with data   21:32 - Helping clients take a customer-driven approach with data 22:48 - How brands can get ahead in a cookie-less future 24:50 - Why brand personas are crucial 28:02 - Advice for organizations who are beginning to use data   31:19 - Why we need to democratize data 35:45 - How SAS strikes the balance between being data-driven and human-centric decision-making   Quotes: “From a B2B perspective, we understand that we need to meet our buyer, not just as their work persona, but recognize that they live in a broader world, and you can reach them in a more personal way.” “Start with the end in mind. What are the questions that you want to be able to answer about your customers that you can't today? Really paint a vision for what the end state could look like and how it can have business impact." “It's imperative we know not only the demographics but also the psychographics of those personas so that you understand what's motivating them and then making sure that that information is fed into a creative brief so that all of the content that you create downstream as part of an integrated campaign is based on what that persona wants.” Resources: Connect with Jenn on LinkedIn: https://www.linkedin.com/in/jennchase/ SAS: https://www.sas.com/en_gb/home.html Purchase the book at koganpage.com/datadrivenpersonalization (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. How did this non-marketing but data-driven leader become a Chief Marketing Officer? Shafqat Islam, the CMO of Optimizely, joins this episode of Data-Driven Decisions to share how he's leading Optimizely's marketing team into building a culture of data and experimentation. Let the Data Do the Talking In this episode of Data-Driven Decisions, we dive deep into the world of marketing data, measurable targets, personalization and customer-centric marketing. Shafqat shares invaluable insights on how to approach personalization strategically, emphasizing the value of starting simple and scaling up gradually. He discusses the challenges of content creation for personalized experiences and offers practical advice on leveraging AI to find patterns in customer feedback from support tickets and sales calls. We also explore the critical role of experimentation and testing when it comes to new marketing ideas, and why Optimizely considers experimentation part of its culture. Shafqat explains why it's so important for marketers to have a rock-solid understanding of the typical customer journey and why this should be documented and measurable.  In This Episode: 0:37 - How Shafqat ended up in his role 2:36 - Why Shafqat wanted to build a more data-driven culture 4:58 - How this approach affects the marketing team 7:07 - The importance of experimenting with new ideas 8:28 - Optimizely's approach to experimentation 12:33 - Why personalization is still a huge topic for marketers 15:22 - Finding a balanced and realistic idea of personalization 18:20 - How Optimizely helps its clients use their own data to make decisions 20:54 - Why all marketers need to map out the typical customer journey and document it 24:25 - How to ensure customers get the right resources 27:09 - How Shafqat researches and understands his customers 30:14 - The most important marketing metrics 31:56 - How Optimizely uses AI to find patterns in customer interactions   Quotes: “Marketing is as much about the customer as it is about the prospect. In fact, in the business of our scale, it may be more customer than even prospect.” “It's really, really important to document the customer journey and understand all the touchpoints and then come up collectively as a marketing organization, with what we want that ideal journey to be." “Experimentation is much more than tools. To me, the idea is how do we create a culture of experimentation?” Resources: Connect with Shafqat on LinkedIn: https://www.linkedin.com/in/shafqat/ Optimizely: https://www.optimizely.com/  Purchase the book at koganpage.com/datadrivenpersonalization (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. How can marketers tell when customers are ready to buy? Data collected in the right ways can uncover insights that marketers need to nurture buyers throughout the entire customer journey. In this episode of the Data-Driven Decisions podcast, David Fortino, the Chief Strategy Officer at NetLine, shares lots of valuable insights on the world of buyer intent data and how data can help us truly understand our customers.  What the Data Tells Us about Customer Decisions A common theme throughout this conversation is that collecting data alone is not enough. Using it to create actionable insights and democratizing it across teams are both crucial to making the best decisions possible for your strategy. David explains how marketers can better understand who is in the market, when they're ready to buy, and why it's important to move beyond generalized account-level data and look at individual buyers. By leveraging individual buyer intent data, companies can gain insights into individual pain points, research patterns, and content consumption across various platforms. David talks about the importance of breaking down data silos within organizations and democratizing access to customer data to empower teams across sales and marketing. He also shares advice for teams on building a culture of curiosity and data-driven decision-making to identify potential customers and improve customer lifetime value through better-targeted messaging. Tune in for more insights on customer intent data, the use of AI, data privacy, and more. In This Episode: 2:00 - How marketers can understand who's in market now with buyer intent data 5:31 - How marketers can address customer lifetime experience 9:45 - Customer expectations on personalization and customer history 12:20 - How democratizing data can help us be more proactive with customers 17:17 - How organizations can build and deliver on a culture of data 21:12 - The importance of understanding what your customer cares about 26:26 - How NetLine works with publishers 30:00 - Finding a balance between privacy and personalization 33:42 - Why marketers need to provide equitable value 34:58 - Insights from the 2024 State of B2B Content Consumption and Demand Report 38:10 - The benefits of using data to enhance the customer experience 42:07 - How AI can help marketers unearth unique insights    Quotes: “Data needs to be distributed and democratized across the full team, with real-time alerts and transparency and dashboards.” “Culture has to start with leadership. It can't be something that is just lip service. It has to be followed through. And that means you need to arm people with the tools that allow them to act beyond just a fundamental curiosity in the morning, and then they move on." “There are countless sites, offline events, and so on, all speaking to what you do either directly and or in an adjacent manner, educating your future buyers. So you need access to those data sets that allow you to understand where they are at, what they are thinking about, and what they are consuming.” Resources: Connect with David on LinkedIn: https://www.linkedin.com/in/davidfortino/ NetLine: https://www.netline.com/ Download the 2024 State of B2B Content Consumption and Demand Report: https://www.netline.com/netline002n/?d=glconsumption24&k=240401nlwccr/ Purchase the book at koganpage.com/datadrivenpersonalization (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. How can data help marketing and sales teams achieve their goals? A common mistake some marketers make is not being clear on those goals in the first place. This can lead to marketers and sales teams trying out lots of different tactics in an effort to drive results. But there is a smarter way – using data to build a goal-oriented mindset from the get-go. Start with Marketing Goals, Not Tactics In this episode, Tessa Barron, Senior Vice President of Marketing at ON24, talks about why marketers should shift their focus from traditional marketing tactics to a goal-oriented approach. Tessa explains how marketers often fall into the trap of continuously using new tactics without clear objectives and how harnessing the right data can transform a strategy. Tessa discusses the importance of identifying key signals that indicate buyer readiness, using webinars and events to gather valuable first-party data and using that to create actionable insights that align marketing with sales. We also hear Tessa explain why marketers should create scorecards, identify the metrics that matter most, and improve conversion rates by leaning on data to drive decision-making.  In This Episode 1:54 – A shift to goal-oriented marketing 6:22 – Leveraging webinars and other tactics for collecting customer data 11:11 – The importance of asking customers the right questions and using those answers 14:41 – Aligning marketing and sales to achieve conversion goals 18:58 – Testing, iterating, and improving conversion rates 26:49 – Why pipeline is a “lagging indicator” 31:32 – Why brand awareness is a leading indicator 33:51 – Using metrics that matter Quotes: “Starting with the goal first, and then the last step is determining the tactic that can really help marketers make the shift.” “What aspect about a buyer makes them more likely to convert to an opportunity than not? By knowing that, you can start to set traps. You can start to create different interactions that will help uncover that.” “There is no database on the planet, no third-party resource that can give you that kind of qualitative information that really makes a difference when we talk about improving conversion rates to pipeline and ultimately revenue.” Resources: Connect with Tessa on LinkedIn: https://www.linkedin.com/in/tessa-barron/   Purchase the book at koganpage.com/datadrivenpersonalization (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.  

What do students want to see when researching potential schools? It's a question that all higher education marketers need to ask, and the answers aren't always obvious. But good news! Our latest research, the 2024 Higher Education Marketing Report, reveals what the data says about student preferences and the strategies of current marketers in the space. We're joined by Strategist at Convince & Convert and Co-Founder of Social Fresh, Jason Keath, who takes us through the top insights in the report. Full Episode Details  What marketers plan to do with their content and what students want to see aren't always on the same page.  In this episode, Jason Keath takes us through some of the top insights that our report covers, including plans of current marketers in the higher ed space and student preferences from marketing content. Jason reveals that some marketers are turning away from email and YouTube, but the data reveals that this could be a mistake and doesn't align with the type of content we know students resonate with. We hear why video and UGC should be a priority for higher marketers and which platforms are most popular for that audience. This episode is packed with practical advice for higher ed marketers looking to optimize their strategies and allocate resources more effectively. Jason discusses the delicate balance of using AI in content creation, emphasizing the need for a human touch to maintain authenticity and connection with students. Jason also addresses the gaps in content topics that students are eager to see, such as career benefits, financial aid information, and internship opportunities. In This Episode:  2:30 - Some background on the report and who was surveyed  4:35 - The benefits of a 3rd party assessment for higher ed marketers  6:05 - Major themes revealed by the report and the biggest gaps in higher ed marketing  7:59 - Why marketers aren't utilizing video content as much as they should  11:11 - What Gen Z wants to see from content   13:12 - The surprising potential of traditional marketing   16:48 - Should higher ed marketers use AI? 19:07 - Why you shouldn't depend on AI for content creation 12:09 - What prospective students want to see  24:29 - Where students go for information  26:09 - How higher ed marketers are using students within content 28:33 - How schools can restructure their strategy to cover topics students want to see 31:48 - Where can people find the report  32:29 - Advice for marketers in higher ed Resources  Download the Higher Education Marketing Report Connect with Jason on LinkedIn Follow Jason on Threads Social Fresh website Visit SocialPros.com for more insights from your favorite social media marketers. 

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. How can organizations drive real impact with data? Many organizations already have plenty of data at their fingertips these days, but it's not just about the data you collect. It's how you use it. Joining this episode is Anthony Coppedge, the Principal Lead of eCommerce Seller Initiatives at IBM, who takes us through his methodologies for using data to make a difference in an organization. Organizations Don't Lack Data, They Lack Insights  Anthony leads business agility aims across sales, marketing, and product at IBM. But how does such a large organization manage and implement data insights to grow effectively? We hear Anthony's insightful approach to capturing and acting on qualitative feedback with the ‘Retrospective Radar' approach. With AI such an important topic for many organizations, Anthony also takes us through how he uses the Watson Natural Language Processing tool to analyze unstructured data to create actionable insights. Anthony explains why having a clear north star in your organization is paramount and how his ‘Outcome-Drive Alignment' model helps different teams come together with shared objectives to make smart, data-driven decisions. In This Episode: 1:51 - How IBM manages to drive impact with data 4:09 - Why data is often underutilized 6:30 - How data can identify challenges and misalignments in a team 14:00 - How the ‘Retrospective Radar' works 20:41 - How IBM pulls the right insights from qualitative feedback 28:46 - How businesses can use feedback to empower team members 33:15 - How AI can help you gather insights from unstructured data 39:05 - Changing people's minds with good data 40:26 - How the outcome-drive alignment model helps you take action Quotes: “Everybody knows what it's like to be swimming in data. What you need to be swimming in is insight.” “Qualitative feedback is a type of data. So if you get feedback in a survey or a poll or a thumbs up or a thumbs down or verbatim text, all of that is a type of data. It's unstructured data, but it's data. And what we want to do is parse that data and understand it in a quantitative way.”   “Feedback is a gift, but aggregated feedback is actionable intelligence.” Resources: Connect with Anthony on LinkedIn: https://www.linkedin.com/in/anthonycoppedge/ Watson Natural Language Processing Demo: https://www.ibm.com/demos/live/natural-language-understanding/self-service/ Purchase the book at koganpage.com/datadrivenpersonalization (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. How do you compare with your peers? It's a question that every marketer asks, and data is the trick to removing the guesswork from that answer. But finding the right data to benchmark yourself against your peers can be a challenge. Joining the podcast this week is Rob Garf, the VP and General Manager of Retail at Salesforce. He explores how Salesforce builds insights for retail customers to gain clarity on where they sit in the market.  Infuse Data into Everything You're Doing In this episode of Data-Driven Decisions, Rob discusses how retailers use Salesforce's Shopping Index to compare their performance with peers and what types of data are most important to focus on. Our conversation delves into the methods of collecting actionable insights, the importance of understanding customer behavior, and why data-driven personalization is key to building a great customer experience.  Rob also shares plenty of examples of how retailers have used Salesforce's data to enhance their business operations and offers advice for organizations aiming to build a data-centric culture. We also explore how Salesforce's annual holiday predictions have increased brand recognition and built trust with executives.  In This Episode: 1:40 - How Salesforce gathers insights that impact customers 3:37 - How Salesforce decides which data is most useful for clients 5:11 - Tying data insights into day-to-day actions 9:26 - Empowering clients and the Salesforce team to build a culture of data 11:59 - Using research as content 16:33 - How data can drive personalization 20:52 - Why customers now expect personalization 23:07 - Salesforce's holiday insights campaign 26:20 - How Salesforce's insights drive brand recognition 31:44 - Rob's advice for organizations that want to lead with data 35:42 - How Salesforce builds a culture of data in a large organization  Quotes: “Anytime we're thinking about collecting data or thinking about telling stories with the data, we try to get as many stakeholders involved in it as possible. And so, we're really getting collective wisdom.” “I really encourage the team to think about the headline. It's really the thesis. What are we trying to convey? And then work backward to understand how we get the data to either substantiate that point or counter it.”   “Brands and retailers are looking for different and creative ways to capture data in exchange for some value rather than asking a consumer to fill out a questionnaire to learn who they are. It's about then using that data, activating that data, and using it to better their shopping experience.” Resources: Connect with Rob on LinkedIn: https://www.linkedin.com/in/rob-garf-224395/ Purchase the book at convinceandconvert.com/data-driven (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Data-Driven Decisions is a new limited-series marketing podcast presented by Convince & Convert and shared with our Social Pros listeners. Is it true that many Americans perceive their homes not just as living spaces, but as vehicles for wealth accumulation? And can this lead to a disconnect between their desires and the reality of home ownership? In this episode of Data-Driven Decisions, we find out.  What do Americans really want from their homes?  Is it just a cozy living space, or something more profound? Join us as we dive into the psyche of the modern homeowner with Erin Willis, Chief Insight and Marketing Officer at Sekisui House, one of America's leading home builders. We look at the importance of understanding customer happiness and how it's at the core of creating homes that truly feel like a sanctuary. Erin also delves into the methodology behind Sekisui House's customer-centric approach, revealing the synergy between data-driven decisions and a genuine understanding of customer needs.  From leveraging video diaries for real insights to incorporating behavioral science into home design, this episode shines a light on the innovative strategies employed to make homes that genuinely cater to the happiness and health of their residents. This includes addressing common challenges like storage and space optimization, which are crucial for creating a stress-free, comfortable living environment.  Erin also shares the exciting launch of SHAWOOD, a brand that exemplifies Sekisui House's commitment to offering architecturally unique, environmentally friendly homes that meet modern needs.  In This Episode: 01:04 - Introducing Erin Willis and Sekisui House 03:09 - The overall strategic goals of Erin's role as Chief Insight and Marketing Officer  05:31 - What American homeowners are looking for compared to other countries  08:20 - How Sekisui House conducts research into homeowner needs  10:40 - Building a culture of curiosity in your team and organization 13:29 - Turning insights into messaging that resonates with your audience  16:27 - How the data impacts the content that they create 19:44 - How Sekisui House sets customer expectations and measures them 22:15 - The launch of SHAWOOD and what it means for Sekisui House  25:02 - How Sekisui House validates hypotheses   27:31 - How the company extends customer lifetime value and builds loyalty  30:50 - Advice for marketers to start using data insights to develop a better customer experience 34:03 - Practices and guidelines that promote a sense of safety and creativity within the team 36:20 - Insights Erin wishes she had known at the beginning of her journey 39:23 - Examples of companies Erin admires for marrying customer-centricity and data   Quotes: “Building a culture of curiosity is something that I always encourage organizations to do. What kinds of practices do you have in your team's meetings or in your guidelines or in your processes that help to create that sense of safety, and make sure that folks feel like they can bring their questions and their ideas to the table?” “A lot of Americans view their home as an investment property. It's a vehicle to accumulate wealth. And it ceases to be a home when you start to think about it like that. A lot of people don't feel at home in their homes.” Resources: Sekisui House: https://www.sekisuihouse-global.com/ Connect with Erin on LinkedIn: https://www.linkedin.com/in/erinboggswillis/ Connect with Zontee on LinkedIn: https://www.linkedin.com/in/zonteehou/ Purchase the book at convinceandconvert.com/data-driven (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

New podcast series alert from Convince & Convert!  Full Episode Details A brand new series hosted by Zontee Hou, our Managing Director, looks at the lessons we can take from data to inform the best marketing practices and internal culture. In this trailer episode, we catch a bit of her interview with Daniel Lemin on the Social Pros podcast, where she talks about her new book Data-Driven Personalization. She discusses some of the key insights from the book, why marketers need to have a more important presence at the ‘data table', and how the concepts in the book apply to every marketer. Data is more important than ever and gives marketers a seat at the table, not just when it comes to marketing decisions but also discussions that affect company culture, team structure, and sales. The book and podcast explore lessons and insights for marketers to get more out of the data they have and translate that into impactful and personalized customer experiences that increase customer lifetime value and allow us to develop more engaging marketing strategies. In This Episode: An introduction to the book, ‘Data-Driven Personalization' What we can learn from companies who use data to drive decision-making Why we're launching the Data-Driven Decisions podcast Topics the podcast will cover Quotes: “Whenever I can capture stories and share them and also explore why people made the decisions that they did behind the data, it makes it more tangible for us as marketers, and it makes it more usable to the folks who are looking at this content.” “We're not just going to be talking about marketing specifically, we're also going to be talking about the nexus of marketing and sales, the nexus of data and internal culture. So there's going to be a lot of really fascinating conversations.” “My goal is to make sure that you are really seeing how these ideas are applicable within your own organizations so that you have ideas of how you can make a more impactful marketing presence through data.” Resources: Connect with Zontee on LinkedIn: https://www.linkedin.com/in/zonteehou/ Purchase the book at convinceandconvert.com/data-driven (use code CCData20 for 20% off and free shipping in the UK and US) and sign up for more content at convinceandconvert.com.

Zontee Hou, the Founder of Brooklyn-based digital marketing agency Media Volery and Managing Director for Convince & Convert, joins AMA's Bennie F. Johnson to discuss why we should invest in our teams, the culture of curiosity, and privacy and personalization.

Animal pics brighten our day here at Convince & Convert. We're sure you can relate! But we've found out that there's so much more to San Diego Zoo Wildlife Alliance's social than animal pics. We're thrilled to welcome their Senior Social Media Manager, Taylor Moore, onto Social Pros to tell us more.   Full Episode Details   Everyone loves animal content on social feeds, right? But what goes into the marketing behind animal content for San Diego Zoo, and how do they tap into humanity's love for animals and garner meaningful results in the process?  On this episode of Social Pros, Taylor explores why wildlife conservation sits at the very heart of their content strategy and tells us the importance of storytelling on social.  Plus, she shares the story of how she posted a certain viral ‘dik dik pic' and why great content can be cheeky as long as it's relevant to your cause.  In This Episode:  2:14 - Taylor explains what the San Diego Zoo is and stands for 2:40 – The difference between San Diego Zoo and the Safari Park   5:46 – How they drive awareness through social   8:31 – How Taylor and her team stay inspired  11:18 – The story behind that Dik Dik post 14:14 – Social pros love hate relationship with content creation  15:49 – Their reptiles vs mammals performance metrics 20:16 – How they use Twitch and why it works 26:46 – How Taylor's career has evolved and what's next for her 33:19 – How you can connect with Taylor Resources  Grab your free Social Media Audit Bundle  Connect with Taylor on LinkedIn  Follow Taylor on Instagram  That viral dik-dik pic…    Visit SocialPros.com for more insights from your favorite social media marketers. 

Welcome to episode #911 of Six Pixels of Separation - The ThinkersOne Podcast. Here it is: Six Pixels of Separation - The ThinkersOne Podcast - Episode #911. Renowned business author, marketing expert and old friend, Jay Baer, has carved a unique niche in the business world, combining a sharp research spirit with a deep understanding of customer experience and marketing. Jay is a 7th-generation entrepreneur, and has founded five companies. During that time he has authored seven business books, contributing significantly to the literature on marketing and customer experience. His expertise as an author has made him a New York Times best-selling writer. His role as a trusted business growth advisor extends to over 700 brands, including 40 Fortune 500 companies, underlining his influence in shaping modern marketing strategies. As a Hall of Fame keynote speaker and emcee, Jay has delivered thousands of presentations globally. His ability to engage and inspire audiences is well-recognized... and he is a hoot to watch. Jay started off as a direct mail specialist, followed by roles in government and environmental services. His early interaction with the internet led to the creation and sale of multiple digital marketing and customer experience companies, including Convince & Convert. Co-creator and co-host of the Social Pros podcast, Jay has been instrumental in delivering enterprise social media strategies through this platform. The podcast's recognition as the best marketing podcast in the 2022 Content Marketing Awards is a testament to this. Jay's latest book, The Time To Win, is a reflection of his continued commitment to providing deep insights into customer service, customer experience, and digital marketing. This new book (based on original research) is the complete guide to exceeding customers' need for speed. If that were not enough, Jay is also one of the world's top tequila educators and influencers, including live tequila tastings at corporate events. Enjoy the conversation... Running time: 1:00:48. Hello from beautiful Montreal. Subscribe over at Apple Podcasts. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Jay Baer. Check out Jay on ThinkersOne. The Time To Win. Check out Jay's books. Check out Jay's keynotes. Jay Baer - Tequila Influencer. Follow Jay on Instagram. Follow Jay on X. Follow Jay on LinkedIn. This week's music: David Usher 'St. Lawrence River'.

Leanna Pham, Head of Creative & Social Media at Convince & Convert, Gia Lee, Co-Founder of NinetyEight, and Convince & Convert's Strategist and Marketing Consultant, Sunny Hunt and Jennifer Harmon, join forces to discuss the hottest topics in social on this special episode of Social Pros.    Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:  ICUC  Full Episode Details   It's been a dramatic year in social media so far! We've witnessed the dawn of Threads, a controversial Twitter rebrand and seen AI infiltrate every industry in new and powerful ways. So, for International Podcast Day, here's a special episode of Social Pros, covering the topics that everyone is talking about.    Host Leanna Pham, Head of Creative & Social Media, is joined by co-host Gia Lee, Co-Founder of NinetyEight, and guests Sunny Hunt, Strategist and Jennifer Harmon, Marketing Consultant at Convince & Convert.  They discuss whether Threads is officially dead already, thoughts on Twitter's rebrand and why AI is a helper, not a replacement.  Plus, they share their thoughts on where social teams should sit in an organization and whether social media roles are still undervalued.  In This Episode:  1:27 – Is Threads dead?  5:23 – How the launch of Reels differed from Threads  8:48 – Twitter's rebranding to X and how it's changed since  13:42 – What it's like managing client content on Twitter  15:48 – What social pros can do about the rise of AI in social  21:10 – Where AI gets it right and wrong  27:09 – Is social media work still undervalued?  33:05 – What people need to know about social pros  35:34 – Where social media should sit in an organization  46:20 – Why measurement must be front and central  Resources  Schedule a consultation with ICUC  Grab your free Social Media Audit Bundle  Connect with Leanna Pham on LinkedIn  Connect with Gia Lee on LinkedIn  Connect with Sunny Hunt on LinkedIn  Connect with Jennifer Harmon on LinkedIn  Visit SocialPros.com for more insights from your favorite social media marketers. 

In this podcast episode, Galen Hair and Jay Baer highlight the power of exceptional customer service as an effective marketing tool. They propose that delivering unexpected value to clients often inspires word-of-mouth promotion. However, Jay states that many businesses prioritize growth over customer retention and view customer service as a cost rather than an investment. He believes that rewarding customer retention just like customer acquisition could radically alter the business landscape. The most important insight is that businesses can create their own unique selling points or initiatives that may not align with their offerings. If consistently implemented, these can result in free, enduring marketing. Who's the Guest? Jay Baer is the founder of Convince & Convert, a Hall of Fame keynote speaker and emcee, host of the award-winning Social Pros podcast, and the author of six books including “Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth”. Jay uses his comprehensive consumer research approach, and combines it with massive expertise gained from advising more than 700 brands. The result is real, proven, viable advice that makes businesses better. All wrapped up in a hilarious and inspirational package audiences never forget. Highlights Honest communications for marketing Marketing and customer service Creating talk triggers Providing an unexpected service story DoubleTree Hotels' warm cookies The principle of consistent word of mouth Changing marketing strategies to adapt to societal changes Beginning points for marketing and messaging strategies Unique marketing strategies Importance of empathy in marketing Potential marketing strategies Personal marketing experiences The central issue of customer service philosophy Importance of bonusing customer service teams Episode Resources Connect with Galen M. Hair https://insuranceclaimhq.com hair@hairshunnarah.com Connect with Jay Baer https://www.jaybaer.com/ https://www.instagram.com/jaybaer/ https://www.convinceandconvert.com/author/jay-baer/  

We're delighted to welcome back Convince & Convert Founder (and OG Social Pros host) Jay Baer onto this episode.  Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:  Salesforce Marketing Cloud  ICUC  Full Episode Details   We love when things come full circle on Social Pros!   On this episode, we welcome back Jay Baer, founder of Convince & Convert, OG Social Pros host, business growth speaker, tequila influencer and…well, the list goes on!  Jay explains his study, The Time to Win, and how social media teams can provide the speed customers want.  He gives expert advice on social teams' responsibilities, the role of social in business and navigating changes on channels.  Plus, he reveals all about his fast-growing tequila-related content on TikTok and Instagram. This man never stops!   Oh, and there's plenty of Jay Baer-isms too!  In This Episode:  0:00 – Introduction  4:43 – Introducing Jay Baer  6:25 – What Jay is up to now  11:03 – Download Jay's report, The Time to Win  11:50 – Unpacking social customer care in 2023  14:42 – Benefits and drawbacks of live chat  19:22 – How social pros can enact his advice  25:06 – Future book plans  27:09 – Jay's foray into creating tequila content  30:20 – What he's learned from working with brands  33:46 – Coping with shadow banning on social  35:29 – How can creators take control of data?  37:46 – Trademark Jay Baer-isms!  38:59 – Jay Baer's final two!  42:41 – Outro     Resources  Schedule a consultation with ICUC  Grab your free Social Media Audit Bundle  Jay's website  The Time to Win  Follow Jay on LinkedIn  Follow Jay on Twitter  Follow Jay on Instagram  tequila.jay on TikTok  Tequila Jay Baer on Instagram  Visit SocialPros.com for more insights from your favorite social media marketers.

Leanna Pham, Convince & Convert's very own Executive Podcast Producer and Marketing Operations & Social Media Manager, joins this episode of Social Pros for a behind-the-scenes peek at the process behind the podcast.  Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:  Salesforce Marketing Cloud  ICUC  Full Episode Details   Each week on Social Pros, we sit down with social media managers, CMOs and content creators to get a look behind the curtain at how they build their strategies and ideas. But, here, we thought we'd get a little introspective…  Convince & Convert's very own Executive Podcast Producer and Marketing Operations & Social Media Manager, Leanna Pham, appears on this episode.  She discusses the work she does behind the scenes, her guest scheduling process for our show and how she sustains the conversation with guests.  Plus, she tells us what she likes and dislikes about the current social media world, reveals production top secrets and tells us where she goes for inspiration.  This episode was a long time coming and it's a must-listen!    In This Episode:  3:50 – Leanna explains a little about her role  7:24 – How Leanna manages guest relations on the show  10:56 – Top tips for recruiting great podcast guests   14:35 – Why Leanna wants to showcase all types of people in this industry  17:10 – A sneak peek at the big changes coming to Social Pros  20:40 – How to set better expectations for social media  23:44 – What Leanna likes/dislikes about what's changed in social media lately  26:34 – Social accounts Leanna follows for inspiration  29:56 – Leanna's top tip for social pros Resources  Get the new State of Marketing report for free from Salesforce  Schedule a consultation with ICUC  Grab your free Social Media Audit Bundle  Leanna Pham on LinkedIn  Visit SocialPros.com for more insights from your favorite social media marketers. 

Scroll down for takeaways you can use from today's show. Enter the Sound Judgment Listener Name Contest! On Standing Ovation, Jay calls his listeners “clappers.” Glynn Washington of Snap Judgment calls his listeners “snappers.” What Should I Read Next? host Anne Bogel talks to her “readers.” What should we call you? Enter our contest, inspired by Jay Baer. Here's how it works: Submit your ideas (as many as you would like) here.Deadline: Saturday, February 4. Prize: We'll choose the best, most fun name from the entries. Jay Baer,  the second most popular tequila influencer in the world, will send the winner a bottle of tequila from his personal stash. We'll also promote you in our newsletter, on an episode of Sound Judgment, in our show notes and on our social channels. Don't wait! Jay Baer Hall of Fame keynote speaker Jay Baer has lost count of the number of podcasts he has produced and hosted. He is also a New York Times bestselling author of six books and founder of five multi-million dollar companies. Filled with real-world case studies, Jay's programs teach companies how to turn customer experience, customer service, and marketing into their biggest business growth advantage. Jay has advised Caterpillar, Nike, IBM, Allstate, The United Nations, and 32 of the FORTUNE 500. He is the founder of Convince & Convert, a strategy consulting firm that owns the world's #1 content marketing blog and the world's top marketing podcast. He is also a tequila sommelier and the second most popular tequila influencer in the world.Connect with Jay at Jaybaer.com and thebaerfacts.com.The episode discussed on today's Sound Judgment:Standing Ovation, David HorsagerA note about Sound Judgment: We believe that no podcast host does good work alone. All hosts rely on their producers, the hidden hands that enable a host to shine. We strive to give credit to every podcast producer whenever it's possible to do so. Jay both produces and hosts Standing Ovation on his own.  Connect Subscribe to Sound Judgment, the Newsletter, about creative choices in audio storytelling. Elaine welcomes genuine connections on LinkedIn.Visit Podcast Allies to learn about our individual and team training; podcast development consulting; podcast production services; podcast host coaching; and podcast producer coaching. Speaking: To hire Elaine to speak at your event, email allies@podcastallies.com.Help us find and celebrate today's best hosts!Share your Sound Judgment dream guest with us. Who's your favorite podcast host? Drop us an email at allies@podcastallies.com. Because of you, that host may appear on Sound Judgment.Say Thank YouLeave us a rating and review on Apple Podcasts.On the show page on your phone, scroll to the bottom of the episodes. Click on the stars to rate; click on “Write a Review” to tell us what you think! Takeaways from this episode1. Your story could be worth millions of dollars. Why aren't you analyzing what makes it good? Like the typical podcast host, the typical speaker—no matter how successful— doesn't know why their material is good. They're just operating on instinct. Which also means you don't know how to improve your work. As Jay said, a good keynote speaker tells the same story many, many different times a year, often for several years. As he says, that means their “signature story” could be worth millions and millions of dollars. He's dumbfounded by the lack of insight most speakers have about these extraordinarily valuable stories. “To not know how or why it's good, or how it's gotten better over time, is amazing,” he says.That's one reason he started Standing Ovation and a big reason why I started Sound Judgment and am on a quest to identify the universal skills of hostiness. While you're not likely to make millions directly from your podcast, if you use it as the linchpin of your business or your social impact organization, you could count its value in the millions. That's just one of many superb reasons to keep learning. Dissect your own episodes, on your own or with a guide. Also, deconstruct podcasts you love. You'll learn a ton and your work will become far more valuable in the process.  2. Bob Ross had it right. Remember the painting instructor on PBS? Millions of people watched his show, because he instructed while he painted pictures – and made the process understandable through example. Jay Baer loves what I call “living case studies” because they do what Bob Ross did – they entertain while they inform. Everybody tuning into a show like Standing Ovation, or Bob Ross, envisions themselves practicing the craft themselves. It's vicarious, which is fun, and inspiring. And, as Jay says, if you're asking someone to invest their very precious time listening to your show, “you darn well better both entertain them and improve them in some way.” That's especially true for business, personal development, and educational shows of all kinds. 3. When and why should you tell a personal story, if your podcast isn't personal? Say you run a podcast for small business owners, fitness enthusiasts, or fly fishermen? There are two tests: Is it relevant to your ideal listener? Can you tie a lesson back to the topic at hand? Two, does it elicit an emotion? As Jay said, if you barrage listeners with one piece of data after another, they won't remember it. But they will remember how you make them feel, as Maya Angelou so famously said. 4. Name your listeners! It's a great way to create a community. When we're identified by a name we feel good about, we feel like we've made it into a special club. It's a metaphorical shirt we can put on.  Glynn Washington calls Snap Judgment listeners Snappers; Jay calls his Standing Ovation listeners Clappers.What should I call you? What metaphorical shirt do you want to wear?We are running a contest, inspired by Jay. Whomever comes up with the best, most fun name for yourself and your fellow listeners will get a bottle of tequila from Jay's personal stash. That's really cool, because in addition to being a marketing guru, Jay is the second most popular tequila influencer in the world.Here's the link again to enter. Submit your ideas now. The deadline is Saturday, February 4, 2023. Winners will get a shoutout in our newsletter, on the podcast and in our social channels. Credits Sound Judgment is a production of Podcast Allies, LLC. Host: Elaine Appleton GrantProject Manager: Tina BassirSound Design and Audio Editing: Andrew ParellaIllustrator: Sarah Edgell  

While we don't have a new episode for you this week, co-host Anna wanted to jump on the mic to wish all you social pros out there a Happy Holidays and a Happy New Year! Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:  Salesforce Marketing Cloud  ICUC  Full Episode Details  Anna, Erica, and Daniel are taking a break for the holidays but will be back soon with our 2022 wrap-up Social Pros episode. In that episode, we'll be taking a look back at some of our favorite moments and best pieces of social pros advice from 2022.   In the meantime, now is a perfect time to catch up with any episodes you've missed over 2022 or even before. We have 10 years of Social Pros episodes for you to dig into.  We wanted to take the opportunity to wish you all a Happy Holidays and a Happy New Year from all of us at Convince & Convert. We'll be back on December 30th for our next episode – don't miss it!   Resources  Schedule a consultation with ICUC  Grab your free Social Media Audit Bundle  Visit SocialPros.com for more insights from your favorite social media marketers. 

Welcome to episode #857 of Six Pixels of Separation - The ThinkersOne Podcast. Here it is: Six Pixels of Separation - The ThinkersOne Podcast - Episode #857. What does it take to truly win at the customer experience? Speed. Sure, there are plenty of other ways to do better, but speed is the main thing these days. That's what Jay Baer has discovered in the 2022 Consumer Patience Study that he conducted titled, The Time To Win. My friend Jay has spent 29 years in digital marketing and customer experience. His last book, Talk Triggers, was the complete guide to creating word of mouth excitement. He's also the author of Hug Your Haters, Youtility and more. Before selling his agency, Convince & Convert, he also hosted the Social Pros podcast and the Standing Ovation podcast. If that were not enough, Jay is currently a business influencer and an amazing keynote speaker. Jay is also a certified tequila sommelier, and creates custom tequila education/live tasting programs for in-person and virtual events. Now, how fast is fast enough for today's demanding consumers? Let's find out. Enjoy the conversation... Running time: 51:13. Hello from beautiful Montreal. Subscribe over at Apple Podcasts. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Jay Baer. The Time To Win. Talk Triggers. Hug Your Haters. Youtility. Jay is also a certified tequila sommelier. Check out Jay on ThinkersOne. Check out Jay on Twitter. Check out Jay on LinkedIn. This week's music: David Usher 'St. Lawrence River'.

Jay Baer is a Hall of Fame keynote speaker who teaches business growth through customer experience and marketing innovation. He is also a popular virtual emcee and event host, New York Times bestselling author of six books and founder of five multi-million dollar companies. Filled with real-world case studies and examples, Jay's entertaining and engaging programs teach companies how to turn customer experience, customer service, and marketing into their biggest business growth advantage. Jay has advised numerous iconic brands including Caterpillar, Nike, IBM, Allstate, The United Nations, and 32 of the FORTUNE 500. He is the Founder of Convince & Convert, a strategy consulting firm that owns the world's #1 content marketing blog and the world's top marketing podcast. Known for his fun plaid suits, meeting planners can select the very suit Jay will wear to their event through his custom app! What you will learn about in this episode: How to create good fly paper leading to business growth instead of mere survival How a solid niche plays a big role in ideal customer profiles Which bigger questions can yield better strategic thinking What filter mechanisms can help strategists set themselves apart The benefits of inbound marketing and showing your smarts Resources: Website: http://thebaerfacts.com Newsletter: http://thebaerfacts.com/ LinkedIn: http://linkedin.com/in/jaybaer

Mary Nice, Senior Strategist at Convince & Convert, takes the mic in this episode to share some tried and tested strategies for building a personal brand. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Full Episode Details If you're a social pro, then the idea of building a personal brand isn't so far-fetched. It's already part of your day job, albeit on a larger scale. However, our guest on this Social Pros episode, Mary Nice, the Senior Strategist at Convince & Convert, points out that there are a few differences between working for a bigger brand and venturing out on your own. She walks us through her personal journey in creating a personal brand and her motivation behind taking that bold step. Mary also stresses the importance of passion when building a brand and gives some pointers on how to handle negative comments on social media. She follows that up with a must-listen discussion on the key practices social pros need to bring forward to create their personal brands, which is packed with useful and practical tips! In This Episode: 05:21 Mary talks through her decision to build a personal brand 08:56 What motivates people to pursue their own personal brands 10:47 How passion motivates consistency 12:07 The ins and outs of building a social brand 14:30 How Mary built an audience on TikTok 15:44 Why controversial content works so well 17:34 How Mary and Jay handle negative feedback 22:02 How to pick the right kind of format for your content 26:35 Core practices all social pros should bring forward 30:40 Why you should take a simple approach to creating content 34:30 Can anybody build a personal brand? 37:26 Mary's advice to anyone who wants to become a social pro Resources Get the new State of Marketing report for free from Salesforce Check out Convince & Convert's Social Media Audit Bundle Read Follow Mary on TikTok Reach out to Mary on Instagram See what Jay's up to on TikTok Follow Jay on Instagram Visit SocialPros.com for more insights from your favorite social media marketers.

Inviting and Answering Complaints Strengthens the Customer Experience and Improves Satisfaction   This week's guest is renowned business strategist Jay Baer. A seventh-generation entrepreneur, he has founded five multi-million-dollar companies and is the New York Times bestselling author of six books on customer experience and digital marketing. He has advised more than 700 companies and has been inducted into the Professional Speakers Hall of Fame. Jay is most often described as funny, factual, fantastic, and fashionable! In this episode of the Digitally Irresistible Podcast, Jay unpacks the principles he writes about in his book, “Hug Your Haters.” With 80% of companies saying they deliver exceptional customer service and only 8% of their customers in agreement, he shares how businesses can turn things around and improve customer satisfaction.  A Career of Influence  Jay Baer began his career journey as a political campaign consultant before pivoting to traditional marketing and then digital marketing back in 1993 when domain names were still free. Ultimately becoming a trusted advisor on customer service excellence to some of the world's most iconic brands, Jay started a digital consulting firm that he sold before starting another one called Convince & Convert that he ran for 13 years before selling. Along the way, Jay has created a successful content marketing blog, thousands of podcast recordings, a series of bestselling books, and keynote speeches to inspire digital marketing success.   Welcome the Complaints  In his book, “Hug Your Haters,” Jay writes that in order for companies to improve the customer experience and reduce the number of complaints they must first get more complaints. Jay learned the principle from his friend, Erin Pepper, who was the head of customer experience at Le Pain Quotidien. She implemented a plan to help the brand of cafes and bakeries continue to be better than most of their competitors by tripling the number of complaints they received.   Her goal was to make sure they responded to everything that bothered their customers and the only way to do that was by learning what actually bothered them. She recognized that there were probably some things that their customers didn't like that they didn't even know about. So, she created nudges for feedback on social media, the brand's website, signage, and trained cashiers to seek feedback to make clear to customers that they really wanted to know what they thought about their experiences at the cafe.  Through these efforts they received three times more complaints and identified many things they hadn't realized they were doing wrong. For example, at one of their top-selling locations someone mixed up the formula for their signature lemonade. Many customers were unhappy about it but no one said anything until Le Pain Quotidien really made a concerted effort to listen. They took this and all the other feedback they received, responded to the problems, and customer satisfaction improved.  It became clear that in order to get fewer complaints, a company must first get more complaints and then respond to them. Celebrating having only a few complaints doesn't necessarily reflect excellent customer experiences, it often means the customers aren't talking or can't be bothered to share their concerns with the brand. Complaints are necessary in order to gain insight into where improvements can be made.  Statistically, only five out of 100 unhappy customers will register a complaint. Out of these complaints, there's about a 50/50 mix of offstage and onstage complaints. Some customers prefer offstage remarks like personally speaking with a manager or sending an email for an individual response. In contrast, customers who have undergone their own digital transformation journey are often more likely to make highly visible onstage public remarks on social media platforms such as Facebook, Instagram, and Twitter or post a negative review on Google or Yelp. These customers prefer an audience for their dissatisfaction that will commiserate with them or show sympathy. Onstage complaints can be detrimental to a brand if people start to pile on and if the brand doesn't respond.   Answering Complaints Drives Customer Satisfaction  In preparation for his book “Hug Your Haters,” Jay and his team conducted a large national study on customer attitudes around dissatisfaction and discovered that the number one driver of customer satisfaction over the mid- and long-term is not actually fixing the problem, its simply answering the complaint. Jay finds it shocking how few customer complaints actually receive responses, even by large multinational corporations with extensive resources.  Brands don't even have to fix the problem to see improved satisfaction. If they just answer the complaint they will see a 40% increase in advocacy, depending on what the complaint is and where it was waged. On the flipside, not answering just makes it worse. As customer service and experience expert Shep Hyken says, a customer you ignore is a customer you should be prepared to lose.   But often, unhappy customers are written off. No response is a response. It says the brand cares so little about the customer that they're going to ignore their concerns because it's easier and less expensive to replace said customer than to respond.   Part of the problem, Jay finds, is that in thinking about customer satisfaction, brands are sometimes led astray by how customer satisfaction and customer success are measured. For example, the Net Promoter Score (NPS) is often used as a key number to measure CX in many organizations. An NPS in the 50s is generally considered very good, but that means only about seven or eight out of every 10 customers would actually recommend the brand. Likewise, a customer satisfaction rate of 90% is considered excellent, but looking at that same number in a different way can give a different perspective. It wouldn't be viewed as a great success if one out of every 10 customers hates the brand. So why aren't companies aiming for 99% or 100% customer satisfaction rates?  Because sometimes the math gets divorced from the reality. Some executives see the numbers and commit to responding to complaints universally and uniformly. But many others see challenges in responding to customer concerns in high quantities across multiple channels with limited customer service resources.  Marketing and Customer Experience Go Hand-in-Hand  According to recent research from Salesforce, marketing departments lead customer experience initiatives in eight out of 10 global enterprise companies. In Jay's experience, most marketers are really good at branding, increasing awareness, and developing new customer acquisition strategies. He finds that many marketers, however, aren't as good at answering complaints and improving customer satisfaction and customer retention because historically that's a different part of the business with a different skillset and even a different educational underpinning.   The goal then is to help marketers truly understand the totality of the customer journey so they can invest the same level of thought leadership and effort around customer retention that they do for customer acquisition.   An added layer of complexity to the relationship between marketing and customer experience is the complexity and volume of the tech stack related to each. When you add a CX tech stack with speech analytics into an already complex marketing tech stack, it expands tools available to marketing professionals but also requires a higher level of understanding.  That said, the tech stack a business uses for customer success and retention is often owned and powered by the same company that develops their tech stack for customer acquisition. This foundation can provide a holistic understanding of the customer by streamlining the management of data and preferences throughout the customer journey—from customer recruitment and customer onboarding to customer interactions over time.   In sum, structuring the customer experience team to report into the top marketing leader for complete ownership of the customer journey allows for an integrated understanding of the customer. Additionally, utilizing unified technology to track customer engagement further enhances a brand's ability to ensure high customer satisfaction rates.  Turning Lemons Into Lemonade  Haters are not the problem. No company is perfect. There will always be customer complaints. The key is to quickly respond to those complaints with empathy and turn lemons into lemonade.  Many brands treat people who are unhappy as if they are the least important customers, but in many cases they're the most important customers. People who take time out of their day to give feedback to a company deserve a response, especially when the majority of unhappy customers say nothing.  When people care enough to share what they think can be done better in a business, it's worth listening and providing the dignity of a response, and maybe even making some operational changes. If a company does this often enough, they will improve their business intelligence to grow and ultimately improve their brand.  Outsourcing CX to a business process outsourcing (BPO) partner like iQor can provide customer service expertise and omnichannel resources to respond to concerns through voice, social media monitoring, chat, and other channels quickly and uniformly so all customers receive a response that makes them smile.  What Jay Does for Fun  Jay is all about fun! Sports. Barbecue. Tequila. Plaid suits. He has curated a collection of 16 plaid suits in different shades and colors. He's a certified tequila sommelier (a catador) and creates tequila lessons on TikTok and Instagram. He's also a certified barbecue judge.  Read the blog post here. Watch the video here.    

One episode ago, we said a fond farewell to long-time hosts Jay Baer and Adam Brown. But things are far from over on the Social Pros podcast. As promised, this episode introduces our two brand new co-hosts and long-time members of the Social Pros family. Say hello to Erika Lovegreen, SVP of Marketing and Communications at ICUC, and Daniel Lemin, Senior Strategist, CX Advisor at Convince & Convert.  Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Full Episode Details The last episode of Social Pros marked the end of an era for pioneer hosts, Jay Baer and Adam Brown. But they definitely left Anna Hrach in great company as ICUC's Erika Lovegreen and Convince and Convert's Daniel Lemin step up to the plate as the new co-hosts. Seeing as they're no strangers to the show, they fit right in to this episode of the Social Pros podcast. Alongside Anna, they discuss some of the things they hope to cover on the show moving forward. They also delve into discussions about their favorite social media platforms and round things up with a modified version of the “big two.” Heads up: If you're still on the fence about the Metaverse, you'll want to tune in to this episode for some unmissable insights from both Erika and Daniel. In This Episode: 02:20 - Erika's experience keeping the secret that she'd be joining Social Pros 03:28 - Erika shares some info about herself and the ICUC 06:12 - Anna announces ICUC as the podcast's new sponsor 07:34 - Daniel introduces himself and shares his experience as an author 10:59 - Why Erika hopes to discuss growing community spaces on the show 12:46 - Daniel's take on the rising cases of burnout among social media content creators 15:10 - Why mental health is a big conversation in community management spaces 16:44 - Why brands need to gear up for the metaverse 20:11 - Questions surrounding the metaverse 22:17 - Thoughts on how TikTok creators will leverage the new 10 minute time span 24:10 - Why there's more to Reddit than what meets the eye 27:38- Erika and Daniel share what currently excites them about social media Resources Get the new State of Marketing report for free from Salesforce Listen to Erika on Social Pros Episode 512 Listen to Daniel on Social Pros Episode 193 Erika's Twitter Daniel's Twitter Visit SocialPros.com for more insights from your favorite social media marketers.

Conversation with Zontee Hou, the founder of the digital agency Media Volery as well as the head of strategy for Convince & Convert; recognized as a LinkedIn top 16 marketer to follow in 2021; recognized in TopRank's top 50 most influential content marketers; and her work has garnered multiple awards including several PR News Platinum Awards and a Forrester Groundswell Award. Website Episode

In this episode Pastor Mitch discusses how to convince someone of their need for forgiveness of sin.

In this episode Pastor Mitch discusses how to convince someone of their need for forgiveness of sin.

  Some changes are so subtle you don't recognize them when they are happening, but then – BAM - you get a wake-up call. That is what our guest, Jay Baer, says about the customer experience. Today CX is all about how you make the customer feel and brands who succeed in the future will excel at understanding, meeting, and exceeding the expectations of their customers. Join us as Jay lays out the roadmap for what you should be doing now to meet the future needs of your customers. Jay is a marketing and customer experience expert and 7th-generation entrepreneur. He is the author of 6 best-selling business books and the founder of 5 multi-million dollar companies. His newsletter, thebaerfacts.com is also chock full of tips and insights on the convergence of marketing+CX. About our Guest: Jay Baer is a Hall of Fame keynote speaker who teaches business growth through customer experience and marketing innovation. He is also a popular virtual emcee and event host, New York Times bestselling author of six books, and founder of five, multi-million dollar companies. Filled with real-world case studies and examples, Jay's entertaining and engaging programs teach companies how to turn customer experience, customer service, and marketing into their biggest business growth advantage. Jay has advised numerous iconic brands such as including Caterpillar, Nike, IBM, Allstate, The United Nations, and 32 of the FORTUNE 500. He is the Founder of Convince & Convert, a strategy consulting firm that owns the world's #1 content marketing blog and the world's top marketing podcast. Known for his fun plaid suits, meeting planners can select the very suit Jay will wear to their event through his custom app! WVU Marketing Communications Today: Horizons is presented by the West Virginia University Reed College of Media, which offers renowned online master's degree programs in Marketing Communications.  

Jay Baer is the founder of Convince & Convert and a 7th generation entrepreneur. He is the author of 6 best-selling books, including Talk Triggers. He is also the founder of 5 multi-million dollar companies and a Hall of Fame speaker. Sponsors: Thinkific: Amplify is a free event that features 30+ expert creators who will show you how to make revenue selling content online! Visit Thinkific.com/amplify to RSVP for free! HubSpot: Start giving your customers what they deserve. Learn more about how you can transform your customer experience with a HubSpot CRM Platform at HubSpot.com!

Jay Baer is the founder of Convince & Convert and a 7th generation entrepreneur. He is the author of 6 best-selling books, including Talk Triggers. He is also the founder of 5 multi-million dollar companies and a Hall of Fame speaker. Sponsors: Thinkific: Amplify is a free event that features 30+ expert creators who will show you how to make revenue selling content online! Visit Thinkific.com/amplify to RSVP for free! HubSpot: Start giving your customers what they deserve. Learn more about how you can transform your customer experience with a HubSpot CRM Platform at HubSpot.com!

Dave Bird is the founder of Small Biz Digital Media, a company that helps small businesses, particularly professional services, with their video and audio marketing. With a background in environmental sciences and years working within the environment agency, he transitioned to becoming self-employed as a marathon running coach, which led him to his current business. The focus is on helping his clients move prospects through the buyer journey using the 3 Cs... Connect, Convince and Convert. He has an extensive research background, which he uses to find out what makes each business tick. Dave also applies his Neuro Linguistic Programming Master Practitioner skills to help businesses get their message across more effectively.  https://smallbizdigitalmedia.com/ (https://smallbizdigitalmedia.com/) https://www.linkedin.com/in/drdavebird/ (https://www.linkedin.com/in/drdavebird/)

On this week's episode of “Yep, That Happened,” we revisit the discussion on relatability in social media influencing and whether influencers have to be relatable to their audience. Enjoy!   Yep, That Happened is a podcast where writer and host, Shirley, talks about what everyone else is talking about, what needs to be discussed more, and what no longer deserves our time. Check out her website at shirleyldeleon.com. Send any questions and comments to yepthathappenedpodcast@gmail.com or fill out the form on her homepage. Follow her on Instagram at @shiloudeleon. Like, share and subscribe to the podcast. If you love the show, please give it a 5-star review. Thank you for listening!   Links mentioned: “Why Being Personable Is the Key to Social Media Success” article from Convince & Convert: https://www.convinceandconvert.com/social-media-marketing/personable-key-to-social-media-success/   “Being relatable and breaking through on social media.” article from matchbook.com: https://www.matchbookcreative.com/blog/staying-relatable-and-breaking-through-on-social-media   “CASSANDRA'S “THE CULTURE OF INFLUENCE” REPORT REVEALS WHAT MAKES AN INFLUENCER EFFECTIVE WITH GEN Z AND MILLENNIALS” article from Engine: https://enginegroup.com/us/news/stay-curious/cassandra-the-culture-of-influence-report/   “How and why do influencers make so much money? The head of an influencer agency explains.” article from https://www.vox.com/the-goods/2018/11/28/18116875/influencer-marketing-social-media-engagement-instagram-youtube   “Aunt Jemima No More; Pancake Brand Renamed Pearl Milling Company” article from NPR: https://www.npr.org/2021/02/10/966166648/aunt-jemima-no-more-pancake-brand-renamed-pearl-milling-company   “Aunt Jemima Will Change Name, Image As Brands Confront Racial Stereotypes” article from NPR: https://www.npr.org/sections/live-updates-protests-for-racial-justice/2020/06/17/879104818/acknowledging-racial-stereotype-aunt-jemima-will-change-brand-name-and-image   “The Mammy myth and what it really is like to be a white people's caretaker” article from Medium: https://medium.com/age-of-awareness/the-mammy-myth-and-what-it-really-is-like-to-be-a-white-peoples-caretaker-5eaebf23905f   “Making Mammy: A Caricature of Black Womanhood, 1840–1940” article from the California African American Museum: https://caamuseum.org/exhibitions/2019/making-mammy-a-caricature-of-black-womanhood-18401940   “Why do black creators get paid the LEAST” video by As Told By Kenya: https://www.youtube.com/watch?v=SxFMiF-EFr0   “WHAT CONSTITUTES AN INFLUENCER?” article from mediafix.com: https://mediakix.com/blog/influencer-definition-marketing/   “Evanston reparations program approved as city becomes 1st in US to do so; some say it's not enough” article from abc7chicago.com: https://abc7chicago.com/evanston-reparations-illinois-reparation-il/10443028/   “Evanston, Illinois, becomes first U.S. city to pay reparations to Black residents” article from nbcnews.com: https://www.nbcnews.com/news/us-news/evanston-illinois-becomes-first-u-s-city-pay-reparations-blacks-n1261791   MUSIC CREDIT: Mango by Smith The Mister https://smiththemister.bandcamp.com Smith The Mister https://bit.ly/Smith-The-Mister-YT Free Download / Stream: https://bit.ly/mango-smith-the-mister Music promoted by Audio Library https://youtu.be/Zn4SeyT3oME   Track Info: Title: Mango by Smith The Mister Genre and Mood: Alternative & Punk + Bright   Available on: Spotify: https://spoti.fi/2FIeX4V iTunes: https://apple.co/305EA9t Deezer: https://deezer.com/us/album/64408662 Bandcamp: https://smiththemister.bandcamp.com/t... Google Play: http://bit.ly/2GgLjEq   Contact the Artist: smiththemister@gmail.com https://smiththemister.bandcamp.com https://soundcloud.com/smiththemister https://open.spotify.com/artist/3lklK... https://music.apple.com/us/artist/smi... https://youtube.com/channel/UCQ5zugE_... https://deezer.com/us/artist/14163883 https://instagram.com/smiththemister

Do you want to build amazing relationships with your customers with Customer Experience and Customer Service that exceeds their expectations?  On this episode of Let's Get Social, we chat with Jay Baer, the World's leading inspirational Customer Experience and Marketing expert. Jay is the Founder of Convince & Convert, a digital marketing, and customer experience advisory firm.  He is the author of 6 best-selling books on customer experience and digital marketing - including Social Pros, Standing Ovation, and Talk Triggers.   If you want to level up the customer experience and service you give your customers to grow your business this is the show for you.    

On this week’s episode of “Yep, That Happened,” Shirley discusses relatability in social media influencing and whether influencers have be relatable to their audience. Enjoy!   Yep, That Happened is a weekly podcast where writer and host, Shirley, talks about what everyone else is talking about, what needs to be discussed more, and what no longer deserves our time. Check out her website at shirleyldeleon.com. Send any questions and comments to yepthathappenedpodcast@gmail.com or fill out the form on her homepage. Follow her on Instagram at @shiloudeleon. Like, share and subscribe to the podcast. If you love the show, please give it a 5-star review. Thank you for listening!   Links mentioned: “Why Being Personable Is the Key to Social Media Success” article from Convince & Convert: https://www.convinceandconvert.com/social-media-marketing/personable-key-to-social-media-success/   “Being relatable and breaking through on social media.” article from matchbook.com: https://www.matchbookcreative.com/blog/staying-relatable-and-breaking-through-on-social-media   “CASSANDRA’S “THE CULTURE OF INFLUENCE” REPORT REVEALS WHAT MAKES AN INFLUENCER EFFECTIVE WITH GEN Z AND MILLENNIALS” article from Engine: https://enginegroup.com/us/news/stay-curious/cassandra-the-culture-of-influence-report/   “How and why do influencers make so much money? The head of an influencer agency explains.” article from https://www.vox.com/the-goods/2018/11/28/18116875/influencer-marketing-social-media-engagement-instagram-youtube   “Aunt Jemima No More; Pancake Brand Renamed Pearl Milling Company” article from NPR: https://www.npr.org/2021/02/10/966166648/aunt-jemima-no-more-pancake-brand-renamed-pearl-milling-company   “Aunt Jemima Will Change Name, Image As Brands Confront Racial Stereotypes” article from NPR: https://www.npr.org/sections/live-updates-protests-for-racial-justice/2020/06/17/879104818/acknowledging-racial-stereotype-aunt-jemima-will-change-brand-name-and-image   “The Mammy myth and what it really is like to be a white people’s caretaker” article from Medium: https://medium.com/age-of-awareness/the-mammy-myth-and-what-it-really-is-like-to-be-a-white-peoples-caretaker-5eaebf23905f   “Making Mammy: A Caricature of Black Womanhood, 1840–1940” article from the California African American Museum: https://caamuseum.org/exhibitions/2019/making-mammy-a-caricature-of-black-womanhood-18401940   “Why do black creators get paid the LEAST” video by As Told By Kenya: https://www.youtube.com/watch?v=SxFMiF-EFr0   “WHAT CONSTITUTES AN INFLUENCER?” article from mediafix.com: https://mediakix.com/blog/influencer-definition-marketing/   “Evanston reparations program approved as city becomes 1st in US to do so; some say it's not enough” article from abc7chicago.com: https://abc7chicago.com/evanston-reparations-illinois-reparation-il/10443028/   “Evanston, Illinois, becomes first U.S. city to pay reparations to Black residents” article from nbcnews.com: https://www.nbcnews.com/news/us-news/evanston-illinois-becomes-first-u-s-city-pay-reparations-blacks-n1261791   MUSIC CREDIT: Mango by Smith The Mister https://smiththemister.bandcamp.com Smith The Mister https://bit.ly/Smith-The-Mister-YT Free Download / Stream: https://bit.ly/mango-smith-the-mister Music promoted by Audio Library https://youtu.be/Zn4SeyT3oME   Track Info: Title: Mango by Smith The Mister Genre and Mood: Alternative & Punk + Bright   Available on: Spotify: https://spoti.fi/2FIeX4V iTunes: https://apple.co/305EA9t Deezer: https://deezer.com/us/album/64408662 Bandcamp: https://smiththemister.bandcamp.com/t... Google Play: http://bit.ly/2GgLjEq   Contact the Artist: smiththemister@gmail.com https://smiththemister.bandcamp.com https://soundcloud.com/smiththemister https://open.spotify.com/artist/3lklK... https://music.apple.com/us/artist/smi... https://youtube.com/channel/UCQ5zugE_... https://deezer.com/us/artist/14163883 https://instagram.com/smiththemister

Jay Baer, CSP, CPAE has spent 27 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 36 of the FORTUNE 500. His current firm – Convince & Convert – provides content marketing, social media, and customer experience advice and counsel to some of the world's most important brands.   Jay talks about effectively differentiating yourself, creating an impactful word of mouth strategy, and how you can find your own genuine talk trigger for your business!

Jay is the President of Convince & Convert, a consulting firm that works with the world's most iconic brands -- like The United Nations, 3M, and Hilton. Jay talks about how brands are dealing with the times we live in and how we are experiencing a "kindness deficit" when it comes to customer interactions and the need to return to kindness in business. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

In this episode, Maria and Jay discuss:What an empathetic brand really means.Empathy as a talk trigger for word of mouth marketing.How your brand can show empathy digitally.A game-changing story of situational empathy that made Jay a brand fan for lifeEmpathy in action - experiences that Jay has had that you can do in your business now, regardless of size.  Key Takeaways:Everybody cares about word of mouth, everybody hears about it, but nobody talks about it. It is something that we take for granted and that is a mistake. Nobody has ever once said, “We don't care about word of mouth”. Ever. Brands are not built in good times. Brands are built in bad times. Right now is where winners and losers are going to be decided. Those who lean into empathy will win.Brands need to shop for the groceries, but then let the team member cook their own recipe. Empathy takes time - you are not one social meme away from changing the perception of the public. Stay the course and it will succeed. "A human treating a human like a human and reading the room successfully - ultimately, that's all empathy is. And, usually, the problem is brands get in the way of empathy...and usually the people in the organization want to be more empathetic." —  Jay Baer About Jay Baer: Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince & Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world's most important brands. His newest book, Talk Triggers, is the complete guide to creating customers using strategic, operational differentiators that compel word of mouth. In the best companies, the customers do the marketing. Talk Triggers is the instruction manual for making businesses grow with customer conversation.Hug Your Haters - Jay's book on modern customer service and customer experience techniques - revolutionized the way business thinks about customer interactions and was named one of the top 3 business books of 2016 by Strategy + Business.His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon best seller. Jay speaks approximately 60 times per year world-wide, often with lessons about how businesspeople can use today's shifts in technology and consumer expectations to gain or keep more customers. Jay's Convince & Convert blog was named the world's #1 content marketing blog by the Content Marketing Institute, and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named best marketing podcast by the Content Marketing Awards. He also has a weekly Talk Triggers show about word of mouth, featured on YouTube, and as a podcast. A fixture in social media, Jay has been named a top influencer of CMOs, B2B marketers, small business owners, and digital marketers. He's also one of the world's top Global Gurus in customer service and customer experience. Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994, he was a brand marketer and a political consultant, with major roles in state, federal, and presidential electoral campaigns. Befitting his roots in Arizona, Jay is a tequila collector and maintains his allegiance to the teams of his alma mater, the University of Arizona. Jay lives in the idyllic college town of Bloomington, Indiana with his wife and children, and travels from Indianapolis to speaking opportunities world-wide.  Connect with Jay Baer:   Twitter: @jaybaerFacebook: Jay BaerWebsite: JayBaer.com & ConvinceAndConvert.comBook: Now Revolution, Talk Triggers, Hug Your Haters, and More!Show: Social Pros & Standing Ovation & The Talk Triggers ShowYouTube: Jay BaerLinkedIn: Jay BaerInstagram: @jaybaer References:DoSomethingStrategic.org Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria's brand strategy work and books: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossLinkedIn: Maria RossInstagram: @redslicemariaTwitter: @redsliceFacebook: Red Slice

In this episode, Maria and Jay discuss:What an empathetic brand really means.Empathy as a talk trigger for word of mouth marketing.How your brand can show empathy digitally.A game-changing story of situational empathy that made Jay a brand fan for lifeEmpathy in action - experiences that Jay has had that you can do in your business now, regardless of size.  Key Takeaways:Everybody cares about word of mouth, everybody hears about it, but nobody talks about it. It is something that we take for granted and that is a mistake. Nobody has ever once said, “We don't care about word of mouth”. Ever. Brands are not built in good times. Brands are built in bad times. Right now is where winners and losers are going to be decided. Those who lean into empathy will win.Brands need to shop for the groceries, but then let the team member cook their own recipe. Empathy takes time - you are not one social meme away from changing the perception of the public. Stay the course and it will succeed. "A human treating a human like a human and reading the room successfully - ultimately, that's all empathy is. And, usually, the problem is brands get in the way of empathy...and usually the people in the organization want to be more empathetic." —  Jay Baer About Jay Baer: Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince & Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world's most important brands. His newest book, Talk Triggers, is the complete guide to creating customers using strategic, operational differentiators that compel word of mouth. In the best companies, the customers do the marketing. Talk Triggers is the instruction manual for making businesses grow with customer conversation.Hug Your Haters - Jay's book on modern customer service and customer experience techniques - revolutionized the way business thinks about customer interactions and was named one of the top 3 business books of 2016 by Strategy + Business.His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon best seller. Jay speaks approximately 60 times per year world-wide, often with lessons about how businesspeople can use today's shifts in technology and consumer expectations to gain or keep more customers. Jay's Convince & Convert blog was named the world's #1 content marketing blog by the Content Marketing Institute, and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named best marketing podcast by the Content Marketing Awards. He also has a weekly Talk Triggers show about word of mouth, featured on YouTube, and as a podcast. A fixture in social media, Jay has been named a top influencer of CMOs, B2B marketers, small business owners, and digital marketers. He's also one of the world's top Global Gurus in customer service and customer experience. Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994, he was a brand marketer and a political consultant, with major roles in state, federal, and presidential electoral campaigns. Befitting his roots in Arizona, Jay is a tequila collector and maintains his allegiance to the teams of his alma mater, the University of Arizona. Jay lives in the idyllic college town of Bloomington, Indiana with his wife and children, and travels from Indianapolis to speaking opportunities world-wide.  Connect with Jay Baer:   Twitter: @jaybaerFacebook: Jay BaerWebsite: JayBaer.com & ConvinceAndConvert.comBook: Now Revolution, Talk Triggers, Hug Your Haters, and More!Show: Social Pros & Standing Ovation & The Talk Triggers ShowYouTube: Jay BaerLinkedIn: Jay BaerInstagram: @jaybaer References:DoSomethingStrategic.org Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria's brand strategy work and books: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossLinkedIn: Maria RossInstagram: @redslicemariaTwitter: @redsliceFacebook: Red Slice

This episode features an interview with Jay Baer. Jay is the founder and president of Convince & Convert, an analysis and advisory firm that creates digital marketing strategies. Jay is a multi-time founder, a global keynote speaker, and multi-time author. His latest book is called Talk Triggers and it comes highly recommended from the team here at Marketing Trends. 5 Key Takeaways for the On-The-Go Marketing Executive: - Everything you put your name on is a business card on some level, especially when it comes to creating content. - Word of mouth is and always has been the best strategy for growth, and brands should develop specific strategies to generate it. - Customer feedback is a gift. It should be studied and incorporated into strategy. - Individual customer feedback stories can be misleading. It's important to study in a quantitative way. - "Answer every customer in every channel every time, do it as quickly as possible, and use empathy." - Jay Baer Links: Full Show Notes & Links - http://bit.ly/2SjVdKN Convince & Convert - convinceandconvert.com Jay's Twitter - twitter.com/jaybaer Jay's LinkedIn - linkedin.com/in/jaybaer Marketing Trends is brought to you by our friends at Salesforce Pardot, B2B marketing automation on the world's #1 CRM. Are you ready to take your B2B marketing to new heights? With Pardot, marketers can find and nurture leads, close more deals, and maximize ROI. Learn more by heading to www.pardot.com/podcast. To learn more or subscribe to our weekly newsletter, visit MarketingTrends.com.

Jay Baer has been named one of the world's most influential digital marketers, customer service experts, and customer experience experts. In this episode of Marketing Live, he'll share insights for higher ed marketers on delivering a customer experience that creates conversation – with specific examples of talk triggers that colleges and universities use to give people a memorable story to tell. In addition, Jay's firm recently reviewed websites of the top 50 universities in the United States based on undergraduate enrollment. Convince & Convert discovered five primary best practices around which the most successful schools focused their website marketing efforts, which Jay will outline.

Zontee Hou: Founder of Media Volery Zontee Hou is a passionate advisor and teacher of communications. She's the founder of Brooklyn-based agency Media Volery and co-lead of consulting for Convince & Convert, founded by industry leader Jay Baer.  She brings more than a decade of experience in the marketing industry to her work, and her work has garnered multiple awards including several PR News Platinum Awards and a Forrester Groundswell Award. In 2018, she was named one of TopRank's 50 most influential content marketers, and she's been a judge for the Content Marketing Awards for three years running.  Zontee was formerly a faculty lecturer at Columbia University in the City of New York and adjunct lecturer at The City College of New York, bringing her unique ability to draw connections between marketing methodology and business goals to students as well as clients.  In a previous life, Zontee was also a podcaster, a crafts & hobbies personality, and has been seen on PBS and the Martha Stewart Show. Watch the full episode here: https://projectegg.co/how-to-create-engaging-content About The Project EGG Show: The Project EGG Show is a video talk show that introduces you to entrepreneurs from around the world. It is broadcast from studios in Metairie, Louisiana to online platforms including YouTube, iTunes, Google Play, Spotify and Stitcher, and hosted by Ben Gothard. Our goal is to give you a fresh, unscripted and unedited look into the lives of real entrepreneurs from around the globe. From billionaires to New York Times best selling authors to Emmy Award winners to Forbes 30 Under 30 recipients to TEDx speakers – we present their real stories – uncensored and uncut. Subscribe To The Show: https://projectegg.co/podcast/ Get Access To: 1. Resources: https://projectegg.co/resources/ 2. Financing Solutions: https://projectegg.co/epoch/ 3. Payment Solutions: https://projectegg.co/sempr/ 4. Services: https://projectegg.co/resources#services 5. Courses: https://projectegg.co/resources#courses 6. Software: https://projectegg.co/resources#software 7. Book: https://projectegg.co/resources#books --- Support this podcast: https://anchor.fm/projectegg/support

In this episode of the podcast, Chris reviews the 2018 Word of Mouth Marketing Report from Convince and Convert Consulting and how it can help authors sell more books. Show Notes & Links - 66% of people start a purchase decision with an online search. - How many people search retail sites like Amazon for books? -Why book reviews are so important and why your ARC team needs to know the procedure for books they do not like. - Social Proof and why young readers will buy based on a second hand recommendation. -Why social media is only the vehicle to connection, not the magic bullet. -People value word of mouth from friends and family 41% more than social media. -Why we follow authentic people on social media: shout out to Kevin Tumlinson and Kirsten Oliphant Links: click 'em, they're live Click here to see the report from Convince & Convert (the link to the report is at the bottom of this blog post) Click here to get a copy of the revised version of The Author's Guide To Sell More Books With Less Marketing Click here to listen to episode 110 on word of mouth marketing  

We ask all the time: What's your MQ: Memorability Quotient®? If you're not sure, or you're looking to refine the one you have, then this discussion with Jay Baer is mandatory listening.  Pick up Talk Triggers today. About Jay: Jay Baer helps businesses clone their customers. He is a 7th generation entrepreneur, has written 6 best-selling books, and has founded five multi-million dollar companies. He is the President of Convince & Convert, a consulting firm that works with the world's most iconic brands like The United Nations, 3M, and Hilton gain and keep more customers. A recent inductee into the Professional Speaking Hall of Fame, he's also an avid tequila collector, and a certified barbecue judge.

Jay Baer is a 7th generation entrepreneur, a New York Times best-selling author of six books and the founder of five multi-million dollar companies.  He is the founder of Convince & Convert, a consulting firm that provides social media strategy and content marketing strategy to "the world's most interesting brands". Virtually located across the US from New York to Los Angeles, the Convince & Convert team comprises senior digital strategists with deep experience in content marketing, social media, digital analytics, email, and organic search gained from stints at Fortune 500 companies and leading agencies. In this interview, Jay shares lessons from his 25-year marketing and entrepreneurial career, including how he leads a dispersed team whose members only get together 'in real life' once a year.  

Jay Baer and Adam Brown co-host the long running and award winning Social Pros podcast, which is produced by Convince and Convert Media. Adam Brown is Executive Strategist for Salesforce ExactTarget Marketing Cloud. He and his team deliver integrated social marketing strategy to customers and work with product teams to develop marketing products and solutions. Jay Baer, CSP has spent 23 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 32 of the FORTUNE 500. His current firm – Convince & Convert – provides digital marketing advice and online customer service advice and counsel to some of the world's most important brands like The United Nations, Allstate, Cisco, and Cabela's. Follow them Jay on Twitter at @jaybaer and Adam at @adamcb.   You'll Learn: What led Jay & Adam to careers in marketing. The advice and mindset that has guided their prestigious careers. The pervasive, recurring arguments in the marketing industry. Today's successful marketer is both right and left brained. How the marketer's fallacy led to some disastrous influencer marketing campaigns and how to fight it.   3 Key Points: Some days you're the pigeon and some days you're the statue. What you do is not who you are. Beware the marketer's fallacy to avoid costly and embarrassing marketing faux pas.   Resources Mention: The Everywhere Brand by Jay Baer & Jeffrey K. Rohrs   Killer Resources: Ready to go pro but aren't sure if College is the right choice for you? Get my Ultimate Digital Marketing College Guide. Like the podcast? Then you'll love the book! Grab Beyond Buzzwords on Amazon. In the last three months of the 2016 Presidential election fake news outperformed real news on Facebook. DON'T be taken advantage of. Our Digital Discernment course teaches you how to call B.S. online.   Support this podcast: Like what you hear? Consider becoming a patron at https://www.patreon.com/MarketingDisenchanted. I'm a small, independent podcaster so your support goes a long way in making sure I have the funds to keep the podcast going. Go to Patreon.com and check out my awesome pledge levels. You're doing a good deed and will be rewarded handsomely for it! Thanks in advance.   Like what you hear? Book me to speak! While podcasting is a personal joy of mine, nothing beats connecting with like-minded people in person. Go to ConsultTemi.com to book me for your next conference, meeting or event.   Let's Connect! Follow me on Twitter Connect on LinkedIn Shoot me an email: Temi at ConsultTemi.com (Sorry, had to break the email link to stymie the bots… damned bots.)

Tim Hayden boasts more than 20 years of marketing and business leadership experience. He's been a founder of new ventures (NION Interactive, GamePlan, 44Doors) and a catalyst for innovative change within some of the world's largest brands (Dell, Bacardi, AMD, ExxonMobil, Hilton Worldwide, Kraft Foods, Edelman, and others).  Part social anthropologist, part strategic marketing executive, Tim studies communications behavior and how new media and mobility are reshaping all of business. From operations to marketing and customer service, he assembles technology, adoption and communications initiatives that lead to efficiency and profitability. Follow Tim on Twitter at @TheTimHayden. You can also follow his digital agency at @YouBrainTrust. He can also be found on LinkedIn, as well as Braintrust.partners.   You'll Learn: How Tim's experience producing events led him to a career in mobile. Don't throw the baby out with the bath water; new tech doesn't automatically kill off anything old. It's the human we're trying to reach not the screen. Why Tim believes Twitter is still the best place to connect. If you only have 5 minutes in the say, go to Convince & Convert.   3 Key Points:  Take more risks. You miss opportunity by being overly conservative. Digital marketing is not something that is strictly technologically driven. If Facebook is going to be a news source they are going to have to become responsible in a unbiased way with regard to the way people get their news.   Resources Mention: Tim's book: The Mobile Commerce Revolution Tim's agency: Brain Trust Partners Convinceandconvert.com   Killer Resources:  Ready to go pro but aren't sure if College is the right choice for you? Get my Ultimate Digital Marketing College Guide. Like the podcast? Then you'll love the book! Grab Beyond Buzzwords on Amazon.  In the last three months of the 2016 Presidential election fake news outperformed real news on Facebook. DON'T be taken advantage of. Our Digital Discernment course teaches you how to call B.S. online.   Support this podcast:  Like what you hear? Consider becoming a patron at https://www.patreon.com/MarketingDisenchanted.  I'm a small, independent podcaster so your support goes a long way in making sure I have the funds to keep the podcast going. Go to Patreon.com and check out my awesome pledge levels. You're doing a good deed and will be rewarded handsomely for it! Thanks in advance.   Let's Connect! Follow me on Twitter Connect on LinkedIn Shoot me an email: Temi at ConsultTemi.com (Sorry, had to break the email link to stymie the bots… damned bots.)

Welcome to episode #239 of Six Pixels Of Separation - The Twist Image Podcast. If there are two people who continually publish both interesting and though-provoking Blog posts in this day and age of clutter and hype, it is Jay Baer over at Convince & Convert and Amber Naslund over at Brass Tack Thinking (Amber also happens to be a senior executive at Radian6 - the Social Media monitoring company). Most recently, Jay and Amber released their debut business book, The Now Revolution - 7 Shifts to Make Your Business Faster, Smarter and More Social. The two of them are super smart when it comes to businesses, Social Media and what it takes to be competitive in this new world. I'm thrilled that they both agreed to be a part of this episode. Enjoy the conversation... Here it is: Six Pixels Of Separation - The Twist Image Podcast - Episode #239 - Host: Mitch Joel. Running time: 1:04:55. Please send in questions, comments, suggestions - mitch@twistimage.com. Hello from Beautiful Montreal. Subscribe over at iTunes. Please visit and leave comments on the Blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. or you can connect on LinkedIn. ...or on twitter.  Six Pixels of Separation the book is now available. Episode #37 of Media Hacks will happen soon and it might feature:  Chris Brogan - New Marketing Labs - Co-author of Trust Agents, Man On The Go, Human Business Works, Third Tribe Marketing and Escape Velocity. C.C. Chapman - Managing The Gray - Digital Dads - Content Rules. Hugh McGuire - LibriVox - iambik audio. Christopher S. Penn - Blue Sky Factory - Marketing Over Coffee. Julien Smith - In Over Your Head - Co-author of Trust Agents. In conversation with Jay Baer and Amber Naslund. All about their first (and new!) business book, The Now Revolution. Jay's Blog is: Convince & Convert. You can follow Jay on Twitter. Amber's Blog: Brass Tack Thinking. You can follow Amber on Twitter. Amber also works for Radian6 a Social Media monitoring service. This week's music: New Leaf - Magic Carpet. Download the Podcast here: Six Pixels Of Separation - The Twist Image Podcast - Episode #239 - Host: Mitch Joel. Tags: advertising amber naslund bite size edits blog blogging blue sky factory book oven brass tack thinking cast of dads cc chapman chris brogan christopher s penn convince and convert digital dads digital marketing facebook facebook group hugh mcguire in over your head itunes jay baer julien smith librivox managing the gray marketing marketing over coffee media hacks new leaf new marketing labs online social network podcast podcasting radian6 six pixels of separation social media 101 social media marketing strategy the now revolution trust agents twist image twitter