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Jay Baer, CSP is the world’s most retweeted person among digital marketers. He is a business strategist, keynote speaker, and the New York Times best-selling author of five books including “Hug Your Haters.” Jay has advised more than 700 companies 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 companies gain and keep more customers through the 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 educational resources for business owners and executives. Jay is the creator of five multi-million dollar companies, he is an active venture capitalist, and technology advisor, as well, Onward Nation…an avid tequila collector and certified barbecue judge. What you’ll learn about in this episode: Why Jay wrote his new book “Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth” Why word of mouth is the best and most effective way to grow your business, and why it is too often ignored Why it is difficult to measure word of mouth success, and why being good at your business isn’t enough to get people talking about you How Jay defines a talk trigger, and how Jay’s 4-5-6 system can help you create a good talk trigger Why an effective talk trigger must always be remarkable, repeatable, reasonable, and relevant Why going over the top with your attempt to get people talking about your brand often backfires What are the five types of talk triggers, how each is distinct, and how you should stick to just one type Why the culture of your business may favor one particular type of talk trigger over the others How to create an effective talk trigger including the important steps you must take to get the results you want Additional resources: Website: www.convinceandconvert.com Talk Triggers by Jay Baer and Daniel Lemin: https://amzn.to/2RJwXiZ The Talk Triggers Show podcast: www.talktriggersshow.com

Jay Baer, CSP (certified speaking professional) 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 including "Hug Your Haters." Jay has advised more than 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. Visit: fitnessbusinesspodcast.com Email: info@fitnessbusinesspodcast.com Phone: +61 2 9484 5501 Twitter: @fitbizpodcast On Facebook

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, CSP is the world’s most retweeted person among digital marketers. He is a business strategist, keynote speaker, and the New York Times best-selling author of five books including “Hug Your Haters.” Jay has advised more than 700 companies 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 companies gain and keep more customers through the 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 is the creator of five multi-million dollar companies, he is an active venture capitalist, and technology advisor, as well, Onward Nation…an avid tequila collector and certified barbecue judge. Secret – timesaving technique Jay believes in this philosophy -- if you don't say "Hell yes!" -- you must say no. ONWARD! Daily habit that contributes to success Be very reachable -- Jay responds to email within minutes. Could have ruined your business – but now – an invaluable learning experience Jay's weakness is valuing ideas over execution -- and Jay tells the whole story here. Most critical skill you think business owners need to master to be successful "Lack of fear -- fear holds people back." Most influential lesson learned from a mentor "Give your clients your best professional advice -- it's up to them to take it or not."   Final Round – “Breaking Down the Recipe for Success” What systems would you go back and put into place sooner? I would have had more systems to track and measure things from the beginning. What one strategy or “recipe” would compound into big wins for business owners? Take everything you know and give it away for free -- one bite at a time. How to exceed expectations and add the most value? An individual would think strategically and act fast. What strategy would you recommend new business owners focus on to best ensure success? Write down your fears Understand the business you're in How best to connect with Jay: Website: www.convinceandconvert.com Twitter: @jaybaer LinkedIn: www.linkedin.com/in/jasonbaer Website: www.hugyourhaters.com (If you buy the book and send Jay the receipt he will send you socks!)

Segment 1: Jay Baer is the world's most retweeted person among digital marketers. His Convince & Convert Media division owns the world's #1 content marketing blog and the world's top marketing podcast. His new book is “Hug Your Haters: How to Embrace Complaints and Keep Your Customers Focused on These Themes”.Segment 2: Shel Horowitz has been showing business owners how to be more profitable by being green and ethical. Shel is an international speaker, transformational business consultant, and the multiple-award-winning author of ten books, including the long-running category bestseller Guerrilla Marketing Goes Green and the brand new Guerrilla Marketing to Heal the World (both co-authored with Jay Conrad Levinson, Father of Guerrilla Marketing. Segment 3: Lourdes Martin-Rosa is the American Express OPEN Advisor on Government Contracting. In this role, she uses her more than 20 years of experience in the federal space to coach small business owners on how to get contract-ready and find contract success. Lourdes is also president of Government Business Solutions, a women-owned small business offering government and business consulting services.Segment 4: Vadim Vladimirskiy founded Adar in 2005 with the vision of helping businesses by applying proven technologies in new and creative ways. Segment 5: Annah Mitchell is the owner and founder of Gobble Doggs, a family-owned catering and food truck business that specializes in serving turkey hot dogs with a variety of delicious gourmet toppings.Sponsored by Nextiva and Staples.

Ep 197 Jay Baer, the world's most retweeted person among digital marketers. Jay is a renowned business strategist, keynote speaker and the New York Times best­selling author of five books. Listen as Nathan and Jay talk about the difference between a workshop and keynote speaker, the importance of having a “bad cop” on your team, and why being patient is grossly undervalued. 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 best­selling author of five books who travels the world helping businesspeople get and keep more customers. Jay has advised more than 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. The creator of five multi­million dollar companies, Jay is an active venture capitalist and technology advisor, as well as an avid tequila collector, and certified barbecue judge. Time Stamped Show Notes:02:07 – Nathan’s welcomes Jay to the show02:28 – Jay’s #1 channel03:55 – Until your scheduled release date…don’t sell your book on Amazon05:25 – HugYourHaters.com05:49 – The advantage of partnering with corporate sponsors for generating marquee revenue 07:28 – Valuing sponsorships08:45 – Jay has 6 podcasts and advertisements are normally recorded LIVE in the show09:41 -- $500K per year on the podcasts alone10:12 – The only 3 people Jay will do FREE gigs for10:40 – Reward the people that help you build your career11:10 – MC-ing something is HARD—way harder than doing a keynote11:35 – If you’re a speaker, you do NOT negotiate your own rate—get yourself a “bad cop” biz dev person12:40 – Jay’s 1st paid speaking gig13:08 – The more you speak, the more you speak13:40 – Start playing for free, then start playing for beer, then start playing for favors, then start playing for money—you have to be PATIENT14:35 – Workshop Speakers versus Keynote Speakers15:30 – Jay does $1M a year in speaking--$20-25K per event16:34 – www.JayBaer.com Famous 5Favorite Book? – DifferentWhat CEO do you follow?— Gary VaynerchukWhat is your favorite online tool?— SigstrDo you get 8 hours of sleep?— YesIf you could let your 20 year old self know one thing, what would it be?—Understand the real rhythms of business and be patient. 3 Key Points:The more you speak, the more you speak.If you’re not patient, you’re not successful.Reward the people that help you build your career. Resources Mentioned:Edgar – Nathan uses Edgar instead of other scheduling tools for Twitter because Edgar cycles through content over and over (buffer/others you have to re-input content over and over – time consuming). In the last several months, Edgar has driven Nathan over 3728 clicks that he didn’t have to work or pay for.Host Gator - Powerful web hosting made easy and affordable.Sigstr – Jay’s favorite online toolDifferent – Jay’s favorite bookGary Vaynerchuk – The CEO Jay follows     Listen to The Top if you want to hear from the worlds TOP entrepreneurs on how much they sold last month, how they are selling it, and what they are selling - 7 days a week in 20 minute interviews! Join the Top Tribe at http://NathanLatka.com/TheTop The Top is FOR YOU if you are: A STUDENT who wants to become the CEO of a $10m company in under 24 months (episode #4) STUCK in the CORPORATE grind and looking to create a $10k/mo side business so you can quit (episode #7) An influencer or BLOGGER who wants to make $27k/mo in monthly RECURRING revenue to have the life you want and full CONTROL (episode #1) The Software as a Service (SaaS) entrepreneur who wants to grow to a $100m+ valuation (episode #14). Your host, Nathan Latka is a 25 year old software entrepreneur who has driven over $4.5 million in revenue and built a 25 person team as he dropped out of school, raised $2.5million from a Forbes Billionaire, and attracted over 10,000 paying customers from 160+ different countries.   Oprah gets 60 minutes or more to make her guests comfortable to then ask tough questions. Nathan does it all in less than 15 minutes in this daily podcast that's like an audio version of Pat Flynn's monthly income report. Join the Top Tribe at http://NathanLatka.com/TheTop