Podcasts about convinceandconvert

Jay Baer is a marketing, customer experience, and customer service keynote speaker. He is a New York Times best-selling author of six books (including Talk Triggers and Hug your Haters). He's an internet pioneer, a 7th-generation entrepreneur and the founder of five, multi-million dollar companies. He's Funny. Factual. Fantastic. That's why in 27 years of marketing expertise, Jay has worked with more than 700 companies, including 36 of the FORTUNE 500. LINKS FROM THIS PODCAST JayBaer.com - sign up to his bi-weekly newsletter His consulting company you can find at Convinceandconvert.com Check out Jay on Social Pros podcast, the Talk Triggers Video Show, and the Standing Ovation podcast https://www.jaybaer.com/blog-and-podcasts/ Follow Jay on Twitter - @jaybaer

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

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.   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.   Jay's 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.      In this episode, Karen and Jay discuss: Success Story of Jay  Commit to Get Leads Take everything you know and give it away one bite at a time. Surround your potential customers with expertise, what you know, and how you can help them. Consult to Sell Turn attention into subscriptions then nurture the relationship until they are ready to buy. Connect to Build and Grow The best way to grow any business is to let your customers do that growing for you. Success Thinking, Activities and Vision Embrace complains. Use them as an opportunity to learn and grow and change as needed. Your unhappy customers are your most important customers. Sweet Spot of Success     "You give away information snacks in order to eventually sell knowledge meals."- Jay Baer     *5 Minute Success - Listener Giveaway* Go here to receive your FREE 6-Step Process for Creating World of Mouth with Talk Triggers!     Connect with Jay Baer:   Twitter: @jaybaer Facebook: Jay Baer Website:  JayBaer.com & ConvinceAndConvert.com Book: Now Revolution, Talk Triggers, Hug Your Haters, and More! Show: Social Pros & Standing Ovation & The Talk Triggers Show YouTube: Jay Baer LinkedIn: Jay Baer Instagram: @jaybaer     About the Podcast   Join host Karen Briscoe each week to learn how you can achieve success at a higher level by investing just 5 minutes a day! Tune in to hear powerful, inspirational success stories and expert insights from entrepreneurs, business owners, industry leaders, and real estate agents that will transform your business and life. Karen shares a-ha moments that have shaped her career and discusses key concepts from her book Real Estate Success in 5 Minutes a Day: Secrets of a Top Agent Revealed.   Here’s to your success in business and in life!     Connect with Karen Briscoe:   Twitter: @5MinuteSuccess Facebook: 5MinuteSuccess Website: 5MinuteSuccess.com Email: Karen@5MinuteSuccess.com   5 Minute Success Links   Learn more about Karen’s book, Real Estate Success in 5 Minutes a Day   Karen also recommends Moira Lethbridge's book "Savvy Woman in 5 Minutes a Day"   Subscribe to 5 Minute Success Podcast   Spread the love and share the secrets of 5 Minute Success with your friends and colleagues!     Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.

Jay Baer is a Keynote Speaker, Consultant, and the Founder of Convince & Convert. Jay has advised companies like Nike, The United Nations, Caterpillar, and 36 companies out of the Fortune 500. Jay is also the host of three podcasts: Standing Ovation, Social Pros, and Talk Triggers. In today’s episode, Jay discusses how he is able to find patterns in the market, how B2B organizations can excel in their customer experience, and why most marketers don’t really know who their buyers are.   Key Takeaways: [2:35] Why did Jay decide to get a political science degree? [6:50] Jay has a unique way of dressing, writing, and seeing the world. How did Jay discover his uniqueness? [11:05] How does Jay know when it’s time to write a book or article about a certain topic? [14:25] Jay likes to rely on mentors and teachers to help guide him/refine him on a topic that will resonate with audiences. [17:35] Jay grew up with teachers in his household. His mom was an English teacher and Jay shares how that helped him in his current career. [24:45] What type of business challenges is Jay running into right now? [27:25] What are two-to-three things B2B organizations need to get right when it comes to the customer experience? [31:55] Marketing doesn’t actually know their customers as well as they think they do. They don’t actually interact with their customers. [38:25] How should we use chatbots or voice to engage our customers? [42:45] Jay wishes the phone didn’t exist. 90% of calls he gets are spam. [44:20] Where does Jay see content marketing going in the future? [49:40] Was Jay a confident teenager? [54:30] Jay was always around entrepreneurship, but no one really gave him the ‘entrepreneurship talk.’ It was just sort of assumed he’d become one.   Mentioned in This Episode: Jaybaer.com Convinceandconvert.com Dressjaybaer.com Heroicpublicspeaking.com Kristinapaider.com Timgard.com Nicebike.com  

Marketing is an important part of building a successful brand, but many business owners ignore word-of-mouth advertising strategies. Why is word-of-mouth so crucial, and how can we use storytelling to boost our success? How do we become relevant in the eyes of our target customers?  On this episode, New York Times bestselling author and Convince & Convert founder, Jay Baer explains the importance of storytelling for branding a business.   3 Things We Learned From This Episode Get your fans to do the advertising for you (17:34- 18:14) The best brands often have the least advertisements. The reason for this is, they’re being talked about by their customers. The power of word-of-mouth is immeasurable, so we need to make sure we’re giving our customers something to talk about.   Use storytelling to generate word-of-mouth (19:11- 21:17) Simply being competent and running a good business isn’t enough to generate excitement about our brands. We need to create talking points and put word-of-mouth strategies in place. We can’t assume people will talk about our businesses. We need to give them something to talk about.    Keep your audience small (28:50- 30:14)  To create successful content, your podcast, books, or videos need to be someone’s favorite version of that content. For that to be possible, you need to be targeting a small enough audience so you’re not competing with every other version of your product. Stop trying to generate a huge following - focus on being great at being small.   Advertising is crucial, but relying solely on marketing campaigns is not enough to turn our brands into household names. We need to be focusing on creating stories - whether through unique experiences or inside jokes - that make us relevant in a public space. We can stay small and create awareness and excitement to the point where our need for traditional advertising is reduced.   Guest Bio- Jay is a Hall of Fame speaker, emcee, New York Times best-selling author of six books, and an internet pioneer. The 7th-generation entrepreneur is the founder of five, multi-million dollar companies, including Convince & Convert, a boutique consultancy that works with the world's most interesting brands.  For more information on Jay and his work, see Convinceandconvert.com And Jaybaer.com To follow Jay on social media, visit these links:http://www.twitter.com/jaybaer http://www.instagram.com/jaybaer http://www.linkedin.com/jaybaer http://www.youtube.com/jaybaer00 http://www.facebook.com/therealjaybaer To find out about Jay’s Talk Triggers book, head to talktriggers.com To follow the Talk Triggers show, visit https://talktriggersshow.com/

Marketing is an important part of building a successful brand, but many business owners ignore word-of-mouth advertising strategies. Why is word-of-mouth so crucial, and how can we use storytelling to boost our success? How do we become relevant in the eyes of our customers? On this episode, New York Times bestselling author, Jay Baer explains the importance of storytelling for branding a business.   3 Things We Learned From This Episode Get your fans to do the advertising for you (17:34- 18:14) The best brands often have the least advertisements. The reason for this is, they’re being talked about by their customers. The power of word-of-mouth is immeasurable, so we need to make sure we’re giving our customers something to talk about.   Tell stories (19:11- 21:17) Simply being competent and running a good business isn’t enough to generate excitement about our brands. We need to create talking points and put word-of-mouth strategies in place. We can’t assume people will talk about our businesses- we need to give them something to talk about.    Keep your audience small (28:50- 30:14)  To create successful content, your podcast, books, or videos need to be someone’s favorite version of that content. For that to be possible, you need to be targeting a small enough audience so you’re not competing with every other version of your product. Stop trying to generate a huge following- focus on being great at being small.   Advertising is crucial, but relying solely on marketing campaigns is not enough to turn our brands into household names. We need to be focusing on creating stories- whether through unique experiences or inside jokes- that make us relevant in a public space. Stay small and create so much awareness and excitement that your need for traditional advertising is reduced.   Guest Bio-Jay is a Hall of Fame speaker, emcee, New York Times best-selling author of six books, and an internet pioneer. The 7th-generation entrepreneur is the founder of five, multi-million dollar companies, including Convince & Convert, a boutique consultancy that works with the world's most interesting brands.    For more information on Jay and his work, see Convinceandconvert.com And Jaybaer.com   To follow Jay on social media, visit these links:http://www.twitter.com/jaybaer http://www.instagram.com/jaybaer http://www.linkedin.com/jaybaer http://www.youtube.com/jaybaer00 http://www.facebook.com/therealjaybaer   To find out about Jay’s Talk Triggers book, head to talktriggers.com To follow the Talk Triggers show, visit  talktriggersshow.com 

It's an honor to welcome marketing guru Jay Baer to the show to talk about his and Daniel Lemin's spectacular book Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth. About the Book:  Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business. The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else. Talk Triggers contains: Proprietary research into why and how customers talk More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers)  Surprises in the text that are (of course) word of mouth propellants Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it.  Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation. About the Authors: Jay Baer is a 7th generation entrepreneur, author of 6 best-selling books, and founder of five multi-million dollar companies. He's the founder of Convince & Convert a marketing consultancy that helps the world's most iconic brands grow. He is a hall of fame keynote speaker and emcee, and co-host of the Social Pros podcast. Daniel Lemin is a respected authority on the reputation industry, a consultant for prominent Fortune 500 companies, a frequent public speaker, and an analyst with Convince & Convert. He is the author of Manipurated, and the co-founder of Selectivor, a food intelligence start-up. Connect with Jay: TalkTriggers.com ConvinceAndConvert.com Facebook Twitter Instagram For additional show notes, visit ShaunTabatt.com/258.

This is a Sell or Die classic episode. Maybe you missed it the first time around. If you didn't, listen again. Repetition is the mother of mastery. {Originally published: October 10th, 2017} Our guest this week is Jay Baer, founder of ConvinceAndConvert.com. Jay is a 24-year digital expert, a global keynote speaker and emcee, a New York Times best-selling author, a trusted advisor to dozens of brands, an active investor in tech startups, and a member of the Word of Mouth Marketing Hall of Fame. Jay stopped by to discuss how digital trends have changed marketing and customer relationships over the past few decades. His insight will help you no matter what business you're in. This episode is brought to you by, The Why and The Buy, hosted by Jeff Bajorek and Christie Walters. They interview entrepreneurs and sales experts to find out the why behind their success. Listen on Apple Podcasts or wherever you get your podcasts. On today's show... 03:37 - What was the Renew Blue plan? 14:12 - Jay's first foray into internet sales 20:52 - What did Jay see as the future of the internet? 29:40 - What can companies do to combat bad customer reviews on the internet? 38:01 - Why Jay believes every business should have their own podcast   FREE E-BOOK: WHY PEOPLE BUY Figuring out why people buy, is a thousand times more powerful than knowing how to sell. This eBook will give you the insight that will allow you to uncover the genuine buying motive of your customer, every time.   Join our Exclusive Sell or Die Facebook Group, where our members are already discussing the latest episode. Submit your sales question and we will answer it on the show!   Need more sales help? Jeffrey's website: https://gitomer.com Jennifer's website: https://salesinanyminute.com Subscribe to the Gitomer Learning Academy: https://go.gitomer.com/gitomer-learning-academy

Jay Baer, the Hall of Fame Keynote Speaker, New York Times Bestselling Author, 7th-Generation Entrepreneur, and Founder of Convince and Convert joins the show to share how you can intentionally spark Word of Mouth for your business. Hear the concept behind his new book Talk Triggers and The Talk Triggers Show, the best examples of Word of Mouth, how he founded 5 multimillion-dollar companies, and even the tequila that tastes like angel tears. Connect with Jay on social media at @JayBaer and at TalkTriggers.com, TalkTriggersShow.com, and ConvinceAndConvert.com

Advertising, Marketing, Business, Relationships, Empathy   Summary   Would you like a methodology for creating immense word of mouth for your business? If so, then I believe you're going to LOVE this discussion with Jay Baer. That and more on today's show.   Interview with Jay Baer   You'll discover:   What a talk trigger is, and why it's so important. Why the talk triggers used by The Cheesecake Factory and Doubletree Hotels are actually what turns their customers into volunteer marketers and salespeople. Why offline word of mouth is actually more persuasive than online. The difference between a talk trigger and a USP (unique selling proposition). The 4-5-6 system for building talk triggers. Why “Surprise and Delight” does NOT make for an effective talk trigger. How the magicians Penn & Teller create a memorable experience for their fans. Why empathy is the easiest talk trigger to implement, and extremely powerful. What you can learn from Dr. Glen Gorab, an oral surgeon who uses a simple but immensely effective talk trigger that has exploded his practice. The thing about Dr. Snip and his “very special” giveaway. ;-)     The 4 Requirements of a Talk Trigger   Must be remarkable Must be relevant Must be reasonable Must be repeatable       Click to Tweet   A talk trigger is a strategic operational differentiator that compels word of mouth. @jaybaer #marketing Word of mouth #marketing and talk triggers are all about giving your customers a consistent story to tell about you. @jaybaer #Advertising is a tax on the unremarkable.~Robert Stephens, founder of Geek Squad per @jaybaer   Interview Links   TalkTriggers.com ConvinceAndConvert.com Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth by Jay Baer Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Youtility: Why Smart Marketing is about Help Not Hype by Jay Baer ConvinceAndConvert.com Social Pros Podcast Hire Jay to speak Free Presentation by Jay and Daniel that you can download and present to YOUR team members. You can easily customize it to talk about your own talk triggers. Connect with Jay on LinkedIn Follow Jay on Twitter Follow Jay on Instagram Jay's YouTube channel Resources   The Go-Giver Influencers Facebook LIVE Show Order The Go-Giver Influencer Sell The Go-Giver Way Audio Program  GoGiverSalesAcademy.com The Go-Giver Leader TheGoGiver.com GoGiverSpeaker.com Burg.com  How to Post a Review

Our guest this week is Jay Baer, founder of ConvinceAndConvert.com. Jay is a 24-year digital expert, a global keynote speaker and emcee, a New York Times best-selling author, a trusted advisor to dozens of brands, an active investor in tech startups, and a member of the Word of Mouth Marketing Hall of Fame.   Jay stopped by to discuss how digital trends have changed marketing and customer relationships over the past few decades. His insight will help you no matter what business you're in.   Links Jaybaer.com Convinceandconvert.com Viewedit.com   Follow Jay on twitter @JayBaer!   On today's show…   4:25- How Best Buy revitalized their business by matching wits with Amazon   13:30- Jay Baer talks about how his career in digital marketing began with the sale of Budweiser.com   22:45- How the internet has made customers passive aggressive   32:30- Jay's hard fast rule for replying to customers on social media   43:30- We discuss Jay's upcoming book “Talk Triggers” and he explains how Cheesecake Factory capitalizes on word of mouth   52:00- How to stay current in an ever changing digital marketplace   *** Follow Jeffrey on twitter and instagram @gitomer Follow Jennifer on twitter and instagram @jeninanyminute   *** Need more sales help? Jeffrey's website: https://gitomer.com Jennifer's website: https://salesinanyminute.com Gitomer Gold Webinar Series: https://go.gitomer.com/gitomer-gold

Life can be challenging. When we look at it through the lenses of wonder, amazement and cool stuff that is out there it kind of changes our perspective. Every now and then you will encounter somebody that really stands out, initially because of what we see but then because of the substance behind it. One of those guys that really stands out to me is today's guest Jay Baer of Convince and Convert.Jay is a New York Times bestselling author, a public speaker, a consultant, he runs a very successful consulting business. He works with some of the world’s biggest brands such as IBM, Cisco but more than that he is a guy who just got tremendous heart and you can see him coming a mile away because he wears these plaid jackets all the time. JayBaer.com ConvinceandConvert.com Jay on Facebook Jay on Twitter Jay on Instagram Hug Your Haters Youtility

Jay Baer is the world’s most retweeted person among digital marketers. He is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more people. Jay has advised over 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500. He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service. His Convince & Convert Media division owns the world’s #1 content marketing blog, the world’s top marketing podcast, and many other education resources for business owners and executives. Jay believes that now more and more of our customer contact is in public, and that changes the dynamics of customer service considerably. “It changes the value of customer service considerably, but the problem is most businesses haven’t figured it out yet” He says most businesses are using old customer service playbooks to solve 2016 customer service problems. “The other thing that’s really useful for executives is to show them how customer service is the new marketing.” For example, when a customer has a great customer experience they talk about it, when the experience is shared on social media as part of a rating, review or tweet, that is part of your marketing. “One-third of customer complaints are never answered.” Most of these complaints are via social media and they go unanswered by the company. These are public complaints that other customers or prospects can see and have access to, yet they remain unsolved. 80% of businesses claim to have exceptional customer service, however only 8% of their customers agree. “There is this massive difference of opinion between what businesses think is good customer service and what customers think is good customer service.” Jay adds that customer service is chronically underfunded for almost every business because for generation’s, customer service has primarily been a “necessary evil” and nothing more. He notes that customer service is public now through social media and has more impact on purchases; companies need to re-evaluate their current focus on customer service. Jay points out hiring the right people for your customer service front lines are crucial to your business. Recruiting people who have the type of personality that can show empathy for the customer is very important. “You can learn an awful lot about somebody’s skills as a potential customer service representative just through an exercise.” Jay shares one online tool that his company could not live without, virtual desktop software called Sococo. While working with people from all over the world, Jay says this is the tool to keep everybody connected. “The greatest managers in the world understand, find out or determine what motivates each person (employee); they put incentives and programs in place at the individuals personal level to motivate each person instead of trying to motivate everyone together.” Jays sees the value in developing his people. He started a six-month program for his staff so that they could grow their speaking skills in order to go and speak at conferences all over the world. We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here! INTERVIEW LINKS: www.ConvinceandConvert.com www.HugYourHaters.com www.Sococo.com      “Different” by Youngme Moon “Procrastinate on Purpose” by Rory Vaden      

Jay Baer is a marketing and customer experience expert, global keynote speaker, the New York Times bestselling author of five books, a technology investor, and the most retweeted person in the world among digital marketers. He and his consulting firm, Convince & Convert, advise some of the most iconic brands and organizations in the world, including The United Nations, Oracle, SAP, and Cabela’s. He is also a contributor to Inc., Entrepreneur, and Forbes. His Convince & Convert Media division produces the world’s #1 content marketing blog, and Jay’s Social Pros podcast was recently named best marketing podcast by the Content Marketing Awards. Today, we talk to Jay about his new book, “Hug Your Haters”, leading remote teams, and keeping your marriage and family in tact when career requires travel. In This Episode, You’ll Discover: Why Customer service is the new marketing Details around the ‘Hatrix” from Jay’s book, “Hug Your Haters” The difference between onstage and off-stage haters The difference between haters that want an answer vs those that want an audience Why customer service is a spectator sport Why you should never reply more than twice on a public forum The missing ingredients to customer service The power of empathy and humanity in yielding better customer outcomes The simple way to increase customer advocacy by over 30% Who the single most important customer you have are How the biggest opportunity today is to simply engage with people online Putting your content to the “mom test” Techniques for working with remote teams The secret of hiring for passion, training for skills Why you should avoid hiring those that require a lot of encouragement Ideas for mentoring employees to advance their own careers How you can dimensionalize fears to change the impact of pressure Contending a career that requires extensive traveling The mentality of letting things play out Effective leadership like water inspires and empowers and more! Links and Resources Mentioned in This Episode: Jay’s newest book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers Youtility: Why Smart Marketing Is about Help Not Hype The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social Jay’s consulting company, ConvinceAndConvert.com Jay’s Twitter: @JayBaer Thanks for Listening! Thanks so much for joining me again this week. Have some feedback you’d like to share? Leave a note in the comment section below! If you enjoyed this episode, please share it using the social media buttons you see at the bottom of the post. Also, please leave an honest review for the Up In Your Business podcast on iTunes! Ratings and reviews are extremely helpful and greatly appreciated! They do matter in the rankings of the show, and I read each and every one of them. If you have any questions, please shoot me a note on the “Get In Touch” page. And...

Jay Baer is the founder of ConvinceandConvert.com and host of the Social Pros podcast. Known as a hype-free social media and content strategist and speaker, he is also the author of the New York Times bestseller Youtility: Why Smart Marketing is About Help not Hype. Jay has consulted with more than 700 companies on digital marketing since 1994. He was named one of America’s top social media consultants by Fast Company magazine, and the Convince and Convert blog is ranked as the world’s #1 content marketing resource. An active angel investor, he’s also involved in an advisory capacity with several social media and content marketing start-up companies. At Convince & Convert, he oversees big picture ideas for corporate clients, helps agency customers understand and profit from social and digital services, and spreads the gospel of social and content acceleration with dozens of speaking engagements annually. Convince & Convert is not an agency but social and content accelerators. They help you get better at social media and content marketing through audits, strategic planning and ongoing advice and counsel. They work with leading companies and agencies to take their social media and content marketing prowess from good to great. In the past year, they’ve completed projects for Wal-Mart, BMC Software, Caterpillar, Columbia Sportswear, Billabong, Visit California, Wyoming Office of Tourism, Petco and many more.

On‌ ‌the‌ ‌show‌ ‌with‌ ‌me‌ ‌today‌ is‌ Jay Baera from ConvinceandConvert.com to talk about his exact strategy for maximizing lead conversion (notice I didn’t say that we were going to talk about his exact strategy for getting the maximum number of leads). In addition to the above, Jay and I also talk about: how to spend less time working IN your business and more time working ON it which automation tool Jay is using to do this (I use the same one) a great example of content marketing with bricks and feathers how to persuade more clients that going on retainer is a good idea for them (as well as you) Jay’s favorite tools and resources for small agency owners how to ensure your business is worth more when it comes time to sell it what books he’s reading right now and so much more

http://SocialBuzzONAIR.comOn this weeks show, Jay Baer, Founder of http://ConvinceandCovert.com joins us to chat about Social Media and Business. His company helps brands with digital strategies and social media. Jay has been in the digital marketing space since 1994.Jay Baer is also the Author of "The Now Revolution" - this book takes you from start to finish on making your sure digital marketing strategy is in place for your brand and business. You can pick up a copy of the book here: http://nowrevolutionbook.com/On the show as well was Jessica Kuperferman who chimed in the on new guy on the block, http://Pinterest.com and why it's so powerful for brands and what the hype is all about! See acast.com/privacy for privacy and opt-out information.