Podcasts about hug your haters

In this episode Monica breaks down the book Hug Your Haters by Jay Baer and shares the mindset shift that transformed how she handles customer complaints. Once extremely bothered by negative reviews, Monica now sees them as one of the most powerful tools for growth. Through personal stories and lessons from the book, she explains why how you respond to unhappy customers could become your strongest marketing tool—and the secret to standing out in a crowded market. If you've ever taken feedback personally, this episode is for you.Episode Quote: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. ~Bill QuisengGet the Level Up Living Newsletter. Questions answered:How should you respond when a customer leaves a bad review?What makes complaints a valuable source of data?Why is customer service your biggest competitive advantage?When should you update your processes based on feedback?How can responding publicly to complaints help your brand?Listen now to hear how changing your mindset around feedback could change your whole business. Don't forget to subscribe and leave a five-star review if this episode resonated with you!

Ashley Kehr is a real estate investor, educator, and co-host of the BiggerPockets Real Estate Rookie podcast. She started her investing journey in 2014 and has since built a portfolio of over 40 units across residential and commercial properties. Ashley is the author of Real Estate Rookie: 90 Days to Your First Investment and co-author of Real Estate Partnerships, guiding new investors on how to build and scale through strategic collaborations.     Get ready for REWBCON 2025, happening from April 10th to 12th! Use my code JOHN at checkout for 10% off your ticket. Key Takeaways: Real estate investing allows for flexibility, but success requires systems and processes. Partnering with trusted individuals can accelerate portfolio growth. Living below your means early on provides freedom to take investment risks. Scaling too fast without proper infrastructure can create major stress. Investing should align with personal lifestyle and long-term goals—not just unit counts.     Topics: From Accounting to Real Estate Left her accounting career after realizing it wasn't the right fit. Took an unexpected opportunity to manage a 40-unit apartment complex. Learned property management through hands-on experience, growing to 80 units. Building a Real Estate Portfolio Partnered with a childhood friend's son for her first duplex investment. Focused on buying small, manageable properties before scaling up. Expanded her portfolio to over 30 units while managing properties full-time. Lessons in Scaling and Outsourcing Realized she was doing too much alone and needed better delegation. Experimented with third-party property management, which led to major challenges. Brought management back in-house using virtual assistants and improved processes. Aligning Investing with Lifestyle Goals Initially hustled hard but later shifted focus to more time with family. Prefers a “small but mighty” portfolio over constant expansion. Invests strategically in flips and select buy-and-hold properties.    

Send us a Text Message.In this episode of the Grow Clinton Podcast, Andy and Jenny interview Carrie Donaire and Ari Lewerenz of Citizens First Bank. Carrie and Ari are the dynamic marketing duo responsible for the community bank's branding and future success. They will share tips and tactics, from a beautiful web design to magnetic external messaging. They'll challenge listeners to think beyond colors and logos and focus on the customer experience.Referenced in this episode:Hug Your Haters by Jay BaerThe Poetry of Robert Frost Grow Clinton's mission is to promote business growth, build community, and advocate for the sustainable economic success of the Greater Clinton Region.For more information, please visit www.GrowClinton.com or call us at 563-242-5702. 

BONUS - Dave's Audiobook Selection for December - Hug Your Haters - How to Embrace Complaints and Keep Your Customers by Jay BaerDo you have a hater?  You write your book, post your podcast, jump on social media or YouTube - share a piece of yourself with the world only to be swarmed by hate and negative comments like bugs at dusk!On the How To Podcast Series, a show where I teach and support people on their journey in starting their very own podcast (you should start a podcast as an author, you really should!)  I shared an episode that has garnered over 50,000 listens - yes, I am shocked just as much as you are - in this epiosde I share how to deal with a hater!  This episode has really struck a nerve, but in a good way!  If you would like to hear the episode simply click here!https://pod.link/1610039000/episode/094643199aa9c1d4de5fb8a3e446e07aI love this book by Jay Baer, one of my favourite authors in this space, so I thought that I would share it with you!Hug Your Haters - How to Embrace Complaints and Keep Your CustomersTechnology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints.Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal. In fact, there are two vastly different categories of haters: Offstage Haters and Onstage Haters. The book includes The Hatrix, a detailed examination of the differences between these Offstage and Onstage haters. The book reveals:How, where, and why people complain (by demographic and by channel)How and when consumers expect a response when they complainThe advocacy impact of answering (or ignoring) a customerDifferences in complaint type and expectations by industrySupported by dozens of interviews with large and small companies, social networks and review websites, psychiatrists, and legal experts, Hug Your Haters gives listeners a step-by-step process to magnify the impact of happy customer interactions and to minimize the impact of haters and complainers. Customers expect more from businesses than ever before, and the importance of real-time customer service has never been greater. Hug Your Haters explains this new reality and shows listeners how to embrace complaints and turn bad news into good.https://www.amazon.com/Hug-Your-Haters-Jay-Baer-audiobook/dp/B01BVWUO4W/ref=sr_1_1?crid=GZVWZ287LPCJ&keywords=jay+baer+hug+your+haters&qid=1701971430&sprefix=jay+baer+hug+your+haters%2Caps%2C346&sr=8-1https://www.jaybaer.com/___A conference where the novelist becomes a podcaster, the motivational speaker dives into influencer marketing, and the charismatic TikTok creator learns the pull of captivating speeches. If you are an entrepreneur making waves with webinars, why not encapsulate your journey in a book? And for the YouTuber sharing life and adventures. Join us in Chicago!https://www.cre8tivecon.com/Support the showDo want your very own podcast and don't even know where to start? Start here!https://howtopodcast.ca/

Patrick Donley sits down with Ashley Kehr to chat about her new book, “Real Estate Rookie: 90 Days to Your First Investment.” They discuss how her life has changed since becoming the host of the BiggerPockets Rookie podcast and becoming a published author, how to select the right strategy for your investment goals, how to structure your real estate business, how to finance your first deals, and so much more!IN THIS EPISODE, YOU'LL LEARN:00:00 - Intro02:26 - How Ashley's life has changed since becoming a podcast host and published author.02:26 - Why she's inspired by rookie real estate investors.05:52 - What her writing process for the book was like.11:46 - How to select the right strategy for you.11:46 - Why you should build wealth and cash flow before pursuing passion projects.15:13 - The importance of SMART goals and figuring out your “why?”.17:51 - The importance of time blocking.17:51 - How to find an accountability partner.19:50 - Why house hacking is one of the best strategies to get started in real estate.21:33 - How to structure your real estate business.24:59 - What productivity tools she recommends.33:25 - What new investors can offer to experienced partners.46:40 - How to finance your first deals.53:12 - How to do market research and source deals.01:03:57 - What are the metrics to look at to determine whether or not to make an offer?01:14:55 - How to make offers that are likely to be accepted.01:23:03 - How to keep your motivation and momentum up.And much, much more!*Disclaimer: Slight timestamp discrepancies may occur due to podcast platform differences. BOOKS AND RESOURCESReal Estate Rookie: 90 Days to Your First Investment by Ashley Kehr.Real Estate Rookie podcast.Getting Things Done by David Allen.The Money Makeover by Dave Ramsey.Wealth Without Cash by Pace Morby.Bigger Pockets.Hug Your Haters by Jay Baer.Related Episode: Listen to REI169: The Rise of a Real Estate Entrepreneur w/ Donovan Adesoro, or watch the video.NEW TO THE SHOW?Check out our Real Estate 101 Starter Packs.Browse through all our episodes (complete with transcripts) here.Try our tool for picking stock winners and managing our portfolios: TIP Finance Tool.Enjoy exclusive perks from our favorite Apps and Services.Stay up-to-date on financial markets and investing strategies through our daily newsletter, We Study Markets.Keep up with the latest news and strategies on real estate investing with the best real estate podcasts.P.S The Investor's Podcast Network is excited to launch a subreddit devoted to our fans in discussing financial markets, stock picks, questions for our hosts, and much more! Join our subreddit r/TheInvestorsPodcast today!SPONSORSGet a FREE audiobook from Audible.Instead of trying to time the market or pick single stocks, automate your investments and invest in a variety of companies with Betterment.Apply for the Employee Retention Credit easily, no matter how busy you are, with Innovation Refunds.Partner with a specialized agency focused on making insurance as easy as possible for real estate investors. Take advantage of monthly reporting, monthly billing, and coverage for all phases of occupancy with National Real Estate Insurance Group.Support our free podcast by supporting our sponsors.Connect with Patrick (@jpatrickdonley): TwitterConnect with Ashley: Website | InstagramSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We sat down with Owner of Shine Insurance Jeremy Goodrich this week on our podcast. Jeremy had plenty of tips and advice to share about how Realtors can navigate their business, attract clients & stay on top of their game! Together, we dove into the value of building your networking in a core community, the delicacy of finessing your words according to personalities, and, how to turn questions into content. We also explored why Jeremy loves LinkedIn and how you can adapt his “LinkedIn Challenge” in your business. Jeremy shares an abundance of information on this episode; including, the balance of knowing how your value as a Realtor changes in a shifting market and how to adjust accordingly. We also touched on the importance of structuring deals to speak to the interest of the seller and being the Realtor who can do this for your clients. Between all the helpful information Jeremy brings to the table & his 'New Home Buyers Guide' resource he shares, this episode is a must listen! Are you interested in Jeremy's recommended read? Check it out⤵️ “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” by Jay Baer https://amzn.to/3ZfxP1L

We've got a special episode today for a couple of reasons. First, my pal Jay Baer has new research out on the Time to Win. It's a fascinating study on how responsiveness in all its variations really can be the difference between getting new business and not … and keeping business and not. Jay and I came up together as social media talking heads, if you will. His Convince and Convert blog and his awesome insights and ideas about social media catapulted him to become one of the most sought after speakers in the marketing space. His work took him through several themes, and best-selling books, but has sort of always revolved around customer service, customer care and customer experience. His book Hug Your Haters was a fantastic look at how the social media customer care theory of engaging those who slam you online became an instant handbook for customer experience professionals. He followed that with perhaps the best book ever written about word-of-mouth marketing. It's called Talk Triggers. I refer to it a lot and even included some of the research from it in my book. One of the fundamental things that makes Jay's books far more thorough and impressive than mine or those of many others, is they are typically based upon a foundation of original research. Hell of a formula to write best-selling books if you can muster it. Jay can. And he's good at it. For his next big act, Jay has done original research around that topic of brand responsiveness. And the ideas and insights he's sharing as part of his speaking engagements and webinars these days are fascinating and inspiring for all brands and businesses.  I invited Jay to join me to talk about The Time to Win on a recent episode of The Rise – The Community Commerce Marketing Show. That podcast and streaming video show is the second reason this episode of Winfluence is a bit of a treat. I've not shared a lot about my other podcast here, so this gives me impetus to do so. As you all know I took on the challenge of becoming the executive vice-president for marketing at CIPIO.ai, in November. We've since launched a content strategy to help educate the market … and that means all of you … on the concept of Community Commerce Marketing. That's activities that help brands grow by working through its community of customers, fans, followers, employees and more as a starting point.  The Rise – The Community Commerce Marketing Show is our weekly interview series with thought-leaders and experts from the world of marketing, business, sales, e-commerce, and community building. The underlying focus is to make the audience smarter about leveraging community to drive their brand's growth.  Influence marketing is part of it. CIPIO.ai even has a dandy influence marketing software solution that starts with your brand community as influencers. But the show goes beyond that into topics we wouldn't normally cover here on Winfluence.  You can subscribe to The Rise at cipio.ai/podcast or by searching for The Rise – The Community Commerce Marketing Show wherever you get your podcasts. The show's also stream each Wednesday at 2 p.m. Eastern, 11 a.m. Pacific on CIPIO.ai's LinkedIn, YouTube and Twitter channels. I often simulcast it on my Twitter channel, too. Make a note on your calendar to check it out, if you're interested. Today, though, I'm going to play the episode of The Rise from a couple weeks back when Jay Baer came on to talk about the Time to Win. Those of you watching will see a replay of that stream, in full technicolor. Those of you listening on the podcast feed will hear the full episode as well. I'll come on after as I usually do to share some final thoughts. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this week's episode of the SIMPLE brand podcast, I talk with Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth and Hug Your Haters: How to Embrace Complaints and Keep Your Customers!Jay's one of the world's top 30 Global Gurus in customer service AND online marketing and is a hall of fame keynote speaker. And Jay's the author of six best-selling books.Jay and I discuss insights from his latest research study - The Time to Win: The 2022 Consumer Patience Study. It's all around brand speed and consumer patience. And it provides all the evidence you need to increase your speed and responsiveness in your customer experience.Some of the topics we discuss include:The importance of speed in customer experienceHow to know exactly how fast to be for your customers Situations where being TOO fast can actually hurt your businessThe surprising data that shows which age demographics are less patient than othersHow to increase revenue by offering a “fast pass”How providing proactive content helps save time and decrease customer service expensesRESOURCES FROM THIS EPISODE:Time to Win: The 2022 Consumer Patience StudyJay's websiteJay's book - Talk Triggers: The Complete Guide to Creating Customers with Word of MouthJay's book - Hug Your Haters: How to Embrace Complaints and Keep Your CustomersJay's tequila review profile on Instagram

From the moment we're brought squealing and naked into this world we're told stories. Lessons and parables and fairy tales and ethics and religion are handed down to us from generations before and we're spoon-fed the hopes and dreams of others an are told that they are our hopes and dreams If we're lucky we march to the beat of our own drum early. We wade through what we're told and find nuggets of truth in made-up rules and then chase our own ideas of what happiness and fulfillment and success look like. If we're good little rule-followers it takes years or decades to realize what's meant for others isn't made for us. Which brings me to hugging your haters and other bullshit advice from the cultural aether. Here are some of my favorite least-fave sayings that I reckon we could retire altogether. The more we interrogate the truth the more we realize there's not much truth to anything. We just hear stuff and repeat it then our kids do the same and their kids after them… etc etc etc. In no particular order, let's rethink and re-imagine these sayings, starting with "Hug Your Haters..."

In Customer Experience, Speed Equals Caring Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win, and insights on how speed impacts customer experience and revenue.  Top Takeaways:    ·      Time is the only inelastic resource. Time is the only thing everyone shares equally, regardless of who they are. We all have 1440 minutes a day, and there's nothing we can do to get more.   ·      If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time.   ·      The concept of “The Right Now” means the optimal amount of elapsed time in every customer interaction throughout the entire journey. "The Right Now" is slightly faster than customers expect.   ·      Jay Baer shares some important customer experience findings from his research, The Time to Win:   o  There is a correlation between responsiveness and revenue. Two-thirds of customers say that speed is as important as the price. Customers are willing to pay more if it's faster.   o  Customers would pay up to 50% more if they never had to wait. For example, customers pay more for Disney's Fast Pass/ Lightning Lane to skip the line at Disneyland.   o  53% of American consumers have chosen a business that responded to them first, even if they were not the least expensive.   o  Gen Z is the most patient generation. Baby Boomers are the least patient generation.   ·      Plus, Jay shares strategies to create better speed for our customers. Tune in! Quotes:   “Speed is the most important component of customer experience and the only one that never pauses or goes backward. Customers' expectations for speed and responsiveness escalate every year without fail.” About:   Jay Baer is a customer experience and marketing expert.  He is the author of six best-selling books, including, Youtility, Hug Your Haters, and Talk Triggers. His new study, The Time to Win, measures the impact of speed and responsiveness to customer experience and loyalty. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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'.

If there was a more mature, funnier, well-informed small business marketing lover than me, then it's Jay Baer. The guy has an uncanny ability to turn even the most sceptical business owner into a marketing tragic. I've been stalking, I mean following Jay's work for over ten years, and every book (he's written six), every research study he's commissioned, every new concept he comes up with to help us small business owners grow, never fails to disappoint. It's an exciting episode 615 of The (13 year-old, award-winning) Small Business Big Marketing podcast with host Tim Reid.   A little more about small business marketing expert Jay Baer … OK, so if I asked Jay Baer to introduce himself, here's what he'd say: “The world's most inspirational customer experience, customer service, and marketing keynote speaker. New York Times best-selling author of six books. A 7th-generation entrepreneur. The founder of five, multi-million dollar companies. Certified tequila sommelier. And, lover of all things plaid!” I agree with all of the above, plus here's my own two bobs worth. You see, Jay is a marketing hero of mine who I've been following for over ten years. He first appeared way back in episode 296 where he spoke about his then new book Hug Your Haters.  What I really like about Jay is that he has an engaging way of identifying and uncovering the fun side of marketing that always produces results for those who action his teachings. Jay's second book Youtility is in my top 3 marketing books of all time. In terms of achievements, it's an impressive roll call. He's: One of less than 200 living members of the Professional Speakers Hall of Fame An inductee into the Word of Mouth Marketing Hall of Fame An advisor to more than 700 companies since 1994, including Caterpillar, Nike, The United Nations and 36 of the FORTUNE 500 I encourage you to get your journal out for this one, as we cover so much marketing gold it verges on embarrassing! Topics include: The importance of speed in business How to create an unforgettable customer experience How to create effective marketing on a limited budget Jay shares his #1 secret to getting a return from your social media We touch on word-of-mouth marketing And plenty more … I started off by asking Jay Baer to share his favourite definition of marketing …   Resources mentioned in this episode of your favorite marketing podcast Interview with Jay Baer on Hug Your Haters Interview with another marketing great in Seth Godin Interview with Queen Cherry Bomb   Services every business owner needs that Timbo recommends How to generate organic traffic to your website(without spending anything on advertising) High converting website designers(They built this website - take this simple quiz and see where yours needs improving) DIY SEO training - The most cost-effective way to get on page 1 of Google(20% off with discount code Timbo20) Proven customer attraction strategy(and ridiculously cheap)    Businesses that made this podcast possible (please support them) DELL Technologies - Small business solutions Book host Tim Reid to speak at your next event or conference   Thanks for tuning in. May your marketing be the best marketing. Timbo Reid0480 015 150See omnystudio.com/listener for privacy information.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #186  we welcomed Jay Baer, Founder of Convince and Convert based in Bloomington, IN. Jay is a Marketing & CX expert + Hall of Fame Keynote speaker who has written countless books (including Hug Your Haters) & speaks all over the world about how business leaders can improve their customer experiences & success. He also has an awesome twice monthly newsletter the Baer Facts: on marketing, CX, tequila and other life hacks.  I had the privilege of spending time with Jay and several other CX/CS thought leaders in Philadelphia a few years ago at an event for Comcast and we've remained connected ever since, he's hands down one of the best in the business & we were thrilled to have him on the podcast.  In this episode, Jay and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #186 Highlight Reel:**1. Learning from 8 generations of entrepreneurialism in the Baer family2. Why modern consumers demand that the companies they support are fast 3. In down economies CX, Customer Success , & Retention becomes paramount  4. Why most customers expect a response from a contact us form within a day 5. Leveraging your employee feedback to attract and retain world class talent  Huge thanks to Jay for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and marketing success space into the future.Click here to learn more about Jay BaerClick here to learn more about The Time To WinIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

I had a conversation with one of my clients asking me how to get rid of the negative comments that they have on their corporate pages. And formulas in this book was my answer.

Today, we have somebody in studio, we're not in studio on Zoom, that just started doing video maybe three, four months ago, consistently. He's done it in an area that let's just say most people aren't doing video, and because he was sort of sticking out like a sore thumb, he just shot right up. One of the questions we get is like, how do I use video if I'm going into a new market? Well, we're going to show you that's exactly what we're doing here.Our guest today is Stan Hartzheim is an experienced Mortgage Loan Originator who has a demonstrated history of working in the financial services industry with Certification as a Divorce Lending Professional as well as expertise utilizing FHA, VA, USDA, and specialty loan programs. Skilled in Divorce Law, Mortgage Lending, Sales, Budgeting, Customer Service, Contractors, and Nonprofit Management.Three Things You'll Learn in This EpisodeHow to use video when you're new to an areaThe wonders of consistencyCreating a sphere of influenceResourcesLearn more about Stan Hartzheim Real Estate Marketing DudeThe Listing Advocate (Earn more listings!)REMD on YouTubeREMD on InstagramStan's Contact Information: (720)883-8452Stan@dblhloans.comTranscript:So how do you track new business? You constantly don't have to chase it. Hi, I'm Mike Cuevas a real estate marketing dude. And this podcast is all about building a strong personal brand people have come to know, like trust and most importantly, refer. But remember, it is not their job to remember what you do for a living. It's your job to remind them. Let's get startedWhat's up ladies and gentlemen, welcome another episode of the real estate marketing dude podcast. What we're doing today, folks, is we have somebody in studio, we're not in studio on Zoom.That just started doing video maybe three, four months ago, consistently. And he's done it in an area that let's just say most people aren't doing video. And because he was sort of sticking out like a sore thumb, he started just like, shot right up. This is somebody one of the questions we get is like, how do I use video if I'm going into a new market? Well, we're going to show you that's exactly what we're doing here. Before I introduce our guests today, we're gonna discuss like what his journey was. But more importantly, this is a mortgage brokers isn't a real estate agent. It's a mortgage broker, who for the last X amount of years worked primarily in the Denver market, Denver, Colorado, just recently has relocated moved over to just north of where he's at into Cheyenne, Wyoming, and now is building his brand within the Cheyenne Wyoming market and seen and trying to almost like starting over again, right? He's got to create new realtor relationships, you got to create a new sphere of influence, doesn't mean he's not doing business in Denver, but he just starts he knows he needs to start building his brand there as well. So we're gonna share his story see exactly sort of how it works with the man Stan right here. And without further ado, we're gonna introduce Stan the Man to the show. Stan, how are you today, sir? I'm doing great, Mike. Thanks for having me on. Why don't you just do a quick intro to everybody first last name what you've been doing for the last 20 years of your life? And who the hell are you?Yeah, so my name is Stan hearts I'm I run a team called wh Home Loans team with a company out of Dallas, Texas called southwest funding. And I've been in the mortgage business since 2017. kind of creeping up on people, like you said down in the Denver market and building my brand down there building out a little bit of a team have our operations staff still in an office down in Aurora, Colorado,had an opportunity to move up to the wide open spaces, just outside of Cheyenne, Wyoming on a little ranch yet, and man couldn't couldn't be happier. We got 10 acres of land, got a beautiful, sprawling ranch house and a lot of wind, wind. And your and you guys were just you're just moving mainly for lifestyle, right? You just want to get more space. But you're got obviously you're gonna bring your mortgage business up there. And what were one of your biggest concerns you had before going into a new market?You know, I think like, look like anybody when you're starting out in the new market. It's like starting out a new business. And so there's some trepidation of how do I grow that business? How do I grow the brand? I think my biggest fear, however, knowing that Cheyenne was a little bit of a smaller town than Denver, obviously was, I grew up in a small town. So I kind of get it. There's some relationships there that have been going on since you know, elementary school or middle school. And when you come into that new market, how do you win over that business? You're anytime you build a business, you're stepping into relationship with people, and sometimes that means stepping between them in their existing relationship? I'm hate to say it, but that's the reality. And how do you do that? If somebody has been friends since middle school? Right. So that was kind of my challenge coming into a smaller market? Yeah, that makes I mean, that's pretty much with everybody. We get a lot of people that hey, I'm in a new market. I don't have a spare because I don't have that will video work. We will be anywhere from you there. So Stan has been Stan is in full disclosure stands one of our clients, and we want to share a story becauseStan started doing video about four months ago, I believe right about now and you just recently got we're not like creating 30 videos a month, right? We're just doing two videos, keeping it simple. But you just recently got picked up from the new station. I hear. Tell me about that.Well,it's been a variety of things have happened in the last few months. We started doing these videos, not not mortgage related. I talked about mortgages all stinking day long. So I thought it'd be a lot of fun to share my journey of learning about Cheyenne and the surrounding state of Wyoming with as many people as I could. Right away when I got here I found out that thisCities a little misunderstood. It's it's not just cowboys. Andyou know, it's there's a lot I guess I'll let me rephrase that there's a lot to do here, a lot of people don't realize it's very beautiful, it's close to the mountains, just like Denver is are on the other side of the mountain Salt Lake City. And we wanted to just kind of spread the word like this is a growing community that has a great infrastructure and a lot of really friendly people. So we started doing videos just to capture our journey around town. You know, as we met, people are winning and visited establishments, learned about the neighborhoods kind of started to zero in on where we wanted to live. We thought why not record this and have Mike and his team make it look good for us. The name of the show is actually in Stan's model like we had to. And I almost did the same thing. And I wish I would have I'm doing it now. But five years ago, and I moved to San Diego, I didn't know if I was going to sell real estate, I didn't know what the hell is gonna happen. I was literally starting over a brand new career in foreign land, foreign territory, I didn't know what the hell was going to happen. I didn't want to sell real estate. But I did have in the back of my mind that if I was the only story I'd be able to tell would be that of a transplant. And at that time, I was going to create a show called San Diego transplant and I was gonna do was just still myself being a tourist, you know, and just discovering while I learned the city, which is what Stan is doing right now. So in his case, we ended up building a show called why not? Like why not Wyoming? And it all ties in with the branding and on that, but Stan's not talking about mortgages on these videos, are you? Well, not yet. I try to avoid it.You know, I love that we came up with the name, why not? I don't know if the listeners will be able to tell. But I got a fairly dry sense of humor. And using that reverse psychology works really well. For me, I think it becomes a little bit of a funnier thing. But yeah, we try to avoid talking about mortgages, we'll do a bunch of stuff that is mortgage related.You know, what is interest rates and PMI, and so on. We teach classes up here in town, and we'll probably record some of those and get you guys to edit it. You know, it's been a lot of fun where we've caught on, like you mentioned, the news stations have have reached out to us. There's there's two big companies that run before local news stations. And they've been reaching out and asking us, hey, you know, do you want to get on our show? Do you want to advertise with us? You know, you seem like you're doing pretty good with video. The other thing that's happened that kind of came out of left field for me, because I don't think I'm some sort of trending superstar. Butyou are, oh, all of a sudden, like people are like, Hey YouTube guy, would you do our product? Would you do this or that we'll you know, we'll give you a free product, we'll we'll sponsor this or that. I didn't see that coming in a million years, I'll be honest. So that's been kind of fun and interesting to see the variety of people that are interested in what we have to say. And you're coming from a position of value. And that's what like, I think a lot of times, and maybe even now you're starting to see it. But before we even started doing this, I don't know if you'd call this conversation. Like we don't have to talk about mortgages. And as a matter of fact, and last, we talked about mortgages and more attention you're gonna get, because when you when you guys start creating videos, you start creating content, what you're really doing is you're just creating conversations, you cannot create conversations without creating content first, right. AndI want to give you guys a different analogy, especially for all your mortgage brokers out there, or even brokerage owners. And this is what this should click because a lot of times, like Mike, I just don't get it. I don't get how me doing a video on a business or me doing a neighborhood tour, this can lead the business, and I'm going to share with you how. So let's get out of the real estate business Dan, and I'm going to share with youa very important lesson I learned from taking one of the Digital Marketer courses, so I gotta give credit where credit's due. I started studying Ryan Deiss Digital Marketer, which is a very high end, or very advanced called Digital Marketing Company. They are the guys that do traffic and conversion and all these other things. Long story short, I'll never forget this. And this is the way my mind works because of one of the I don't know where I saw this was one of the training courses I bought, I was taking one of the lessons. And Ryan Deiss who's one of the CO owners of the company, back in the day before they became all famous and all that they had to they were just an online digital marketer company, right. And they brought on a roofing client, the roofing client at the time. And in Texas. How long do you think a roof lasts in a house in Texas thenI have to guess it lasts a while 2025 the severe weather that we have up here that's for sure. 2025 years, which means that the person that they sell their roof to either most likely transacts the house or dies before they need a new roof which means there is no repeat business. Right? It's not and it's not in that type of business. It's not like you get a ton of referrals. Like it's not like roofers are like through show me a roofer. It's sort of like a plumber, right? You're like hey, can plumber he's a plumber is an electrician, nothing bad about that. But I'm just saying it's not like a super duper, duper highly referral business where everyone's like, Oh, sending the roofer business. Sowhen you need them, you just need them when you need them. Right and you don't really have any loyalty towards a person that doesn't maybe you know someone maybe you don't, but it's almost like a guyHello page type business you thought you sir, find the first company you see, and that sounds good, and then you roll with it. So the point is, is that they had to come up with a marketing plan online for this company. And here's what they ended up doing. So they knew they had to go a roundabout way and think outside the box. What they did was they created a gutter cleaning service. And in the gutter cleaning service, let's just say the going rates were $99 to get your gutters clean, they charged 25 except all their gutter cleaners were experts at identifying roofing issues.What do you think happened next in?Well, I can imagine they started to identify a lot of faulty roofs or roofs with problems on a percent of their sales went through the roof, but they had to create a gutter cleaning service to identify the roof issues, right. So they had the forward thing. See when I'm looking at a lender, in your case, having video that's exactly what it is. The video is your gutter cleaning service to start having more conversations. This is true for a broker owner that's trying to recruit this is true for a lender that's trying to build more relationships. This is true for anybody. See, what we're doing is we're not creating content and videos to sell our shit. We're creating, we're creating content and videos to have more conversations to build trust that will eventually lead to us selling our shit.Right? And that's just that's just the reality of it. Right? And I want you Let's go through sort of what's happening in your market because I wanted to have you on the show. Becausewhen you have the opportunity to do something different and stick out or stand out. That's the Holy Grail. Everyone's always asking us, okay, I want to get leads. I want to get this. I want to get that, folks. Warren Buffett once famously said, when zig zag or they zag Zig. That's exactly what this business is. Because everyone can trip over a mortgage broker on the street, everyone could trip over a real estate agent on the street. And what really makes someone hire you9.9 times out of 10 it's brand and personal relationship. And if they envision themselves to working with you, would you agree with that, Stan? Yeah, I agree. And I think that is the great unknown about video. I didn't certainly know that even six or eight months ago, how much people get to know you through that video exposure. I mean, people, people walk up to me now, like, they've known me for years. And maybe I've met him once before, maybe I haven't. So the other thing that happens, just intuitively, I at least for me, as I started to create things that I say kind of routinely as part of my video making process, right and, and we went on a road trip, I decided that the best way for me to do these tours, especially in a great big state, like Wyoming was a road trip around. And so I started just telling people in my video just kind of just naturally Hey, jump in the car, let's go we're going on a trip, you know, and now it just opens up like a crazy funny line when I bumped into someone at a coffee house, Hey, come on up. And let's go we're going for a ride, you know, like, let's talk for a minute. And it just kind of it transitioned from video to real life really intuitively. What happened? The smaller the town, the easier it is, believe it or not, because think about it, like you come to San Diego is a lot of people are doing video you go to Chicago, New York or a major city. And then you're not so much you don't have as much attention on there. Even though there's more people, even those a bigger population. But you don't have as much attention because you're just one of many. Whereas in Cheyenne, you're one of only how many other mortgage brokers in the Cheyenne market are doing video.You know, there's a few people doing some real short, you know, the short, short recordings or whatever that they throw on Facebook, or maybe you know, some some reels kind of stuff, but I don't think anybody's doing YouTube. There's one real estate agent that is doing some YouTube stuff, but it's negligible. So you gotta go way up north, there's a there's a Gallup north, it's doing a really good job with YouTube videos and short, short shorts, recordings. But that's it. I mean, in the whole state, there's like two of us. That's why you got the news.I love it. So why don't you share with everybody, you know, are you nervous when you got started? What did you think, like, come through that because most people are usually like, hey, I want to do it. But everyone wants to just be done with it. But very few people actually will take action and go through and actually do it. I never understood why.But my gosh, Mike i i can tell you exactly why. You know, it started out with this goes back years. I'll be honest, this goes back to one of my first jobs when I had to do some phone, some phone work. I worked for a large hospital in Colorado, and I had to do some phone work and I'd always think Man, I hate the way I sound on the phone. And someone told me you know what, whatever you sound like is what you sound like you talk all the dang time you never shut up. So just get over it right and then I started to contemplate doing videosLast year and I'm like, Man, I got a face for radio bro. I don't know if I should be doing these videos and then people are like, whatever you look however you look man, you just, you know, you walk around all day you're not hiding under a rug. So get out there and do it. That was it. And and then the follow up to that it's just, you know, scripting like, do I am I gonna sound like a robot? Or am I gonna sound natural, I'm gonna look natural. How's this gonna come together? And I would say the first couple of videos were pretty brutal. I'm not gonna lie. I won't sugarcoat it. I stumbled over the lines, I think we recorded you know, the first one was a eight minute video, I think we recorded an hour and 20 minutes worth of stuff and just kept kind of getting through it. It wasn't, it wasn't embarrassing, because I knew somebody was going to clean it up first, I guess. But it was it was kind of brutal. But after that one, I would say literally, the very next video got 100 times easier. And then from there, they've gotten easier and easier. I still feel like I tried to read the script, or I tried to, you know, make it real polished or professional. And I'm getting over that, you know, I,you know, maybe your listeners will go check out my channel, we just did a brutal, brutal, brutal pub tour. And there was no scripting like, I'm like, Okay, I'm gonna go visit these 13 places, I'm probably going to get drunk while I do it. And I'm gonna have to try all this stuff that I learned about each of these stops, because I'm doing a little history tour with it. And you know, my brand has to teach people something. So I might as well tell them about these breweries. And you know, by the time we got to the end, did I drop an F bomb? Yeah, I did.I did, and that others did a great job of leaving it in there for me. So that was fun.You just got to have fun with it. And you know, that's what I'm learning and the nerves will go away. Have you ever, like hung out with somebody that you just can't be yourself around?A couple times, I got a brother in law thatwas trying to impress him, right. So I tried to live live large, and it's just, it's uncomfortable. You know what I mean? It's, it's no differently like that on video. Like, when you're creating content, you're just speaking to one person at a time. And you're right, like, you should I always tell people, you can't be nervous about the act of shooting video. Because if you are, why you're you control it, like you could just delete it or not post that video or not do it, you can just reshoot it, right? So the whole act of of shooting and and all that stuff is just mindset. None of this stuff is hard. Like if you truly, and I always say this on the show is like if you surely believe you're the right person for the job, whether you're a lender or a real estate agent, it actually becomes your obligation to let the world know about it. And if not, that's very selfish and shady. And if you don't agree with that, then you're not the right person for the job. So there's either one or the other. There's no in between on this. So you have to really look at that for yourselves. And everyone always says I'm the right person for the job. Well, if you're the right person for the job, why the hell are you so scared to tell the world about it? That's when it comes down to you guys. And it's not that creating content or video and all that stuff is hard. It's just something you're not used to. But I'm gonna go on a limb and stand Do you remember your first loan application? Or actually, let's do your first million dollar loan application. Within the first year or two? Were you fucking nervous?I can remember doing both. My first loan application was was utterly ridiculous in the in the day and age of technology.I wanted to be that personal touch right? So I grabbed my old paper 1003 and ran over to the people's house and wrote down all the information and I was nervous as heck. And I thought, Geez, what if I forget some piece of pertinent information? Or what if I don't, you know, get this right or I don't explain something right. And then I realized when I got back to the office, that that was the stupidest thing to be worried about, because it was a simple phone call to get the rest of the information that I maybe forgot like this. That's how I feel about video and just you maybe you do record, you know, rerecord it or you delete something and start over, but it's not the end of the world if it's not perfect on the first try. And that's kind of how that loan application when I remember the first time my first time I had showings, I was 22 years old, and I got the client from cold calling. So I would just do whatever it took back then. But I was working in the city of Chicago, I just moved back up from Carbondale where I went to college and I didn't know my way around the city of Chicago. So and we didn't have at that time we didn't have phones that had Mapquest on him. We had to go to Mapquest online and then print out the instructions, and then print this shit out. Like I would have outside brains, I would bring the Mapquest and I'd have a sheet of paper like this. And if we're looking at six properties, I would have six sheets of paper, I'd have the listing sheet on top and then beneath it would be the Mapquest instruction because I had no fucking idea where it's going. And I had to go out there and fake it till you make it with these clients. So like so what's this neighborhood like? I'm like a. And as a matter of fact, the day before the showings, I went out and I drove the route, just so I didn't look like an idiot with them in the car with me.Right and you had this is like the type of stuff that I didn't like seeoften be like, Hey, I'm not gonna go any showings because I don't know what the neighborhood is, which is no differently. So I'm not going to shoot this video because I don't know what I'm going to look like. Like folks get over yourself. No one is. And we're not that important, like, I'm not that important stands out to important, the only one who thinks that we're that important ourselves. That's right. And I think that's true as so many things, Mike, you know, we started teaching these classes in front of rooms full of people, and I can tell you even now I get nervous before we're going to go do it. But for me to sit back and say, No way, I'm too afraid I'm not going to do it. The only person I'm hurting is myself, I'm just shoot yourself in the foot with that mentality. So you know, get out of your comfort zone and go do something new. So let's, let's go into your video strategy. Totally agree. So when we started out with Stan, he started out doing a lot of stuff. Like there's different types of content you could create for different reasons. When we saw standard channel, or we're standing the opportunity, we just know that there's no one else in Cheyenne doing enchance, a big city, relatively speaking to the area, it's a city, right, any city gets searched on YouTube. And because Dan was the first one there, that's why we're able to pop his channel and say, pop his channel, he's generating lots of 1000s of views on the videos. And that's what led to him getting picked up by the news and all that stuff. But now that you've built out the channel, and you have that street club, the video that he was doing, he's referencing here is really funny. It was about what, eight minutes long, nine minutes long, give or take. Yeah. And the longer you did, you did a brew tour on site. So you guys had like the city was putting on like a Abreu history tour. Right. So I'm curious, because I haven't talked to you about this. But what people don't realize is the act of shooting, the video turns into relationship building itself, as well as other additional content you could be doing on stories and all this other stuff. So I'm curious to know, like, you're walking around on this tour, how many people were on the tour?You know, it didn't really have like a point, a starting point, you know, and then get to the end line, it was kind of jump in the middle, you know, go at your own pace sort of thing. So, I mean, there were, I don't know, hundreds of people doing the tour, but there wasn't a group of 100 are going from place to place to place, right. So and some people are going backwards to the direction we were going. So we kind of kept bumping into a few people here and there that we'd see over and over at different stops. But yeah, so it was a little bit unique in that way, just because everybody was kind of doing their own thing. How many conversations did just the fact that you had a video camera in your tripod with you start throughout the day? Oh, I mean, we had 13 stops, there had to been 40 kind of I mean, it was three at every every stop probably. And, you know, a half a dozen of those 40 or so conversations were probably people like oh, no, don't get me on camera. And I'm like, don't worry about it. You're gonna be on camera? Yeah.Then I'll get input when you're having a conversation. So what are you doing these videos for? What are you doing this for? And then he's creating an excuse to start? Well, I'm actually a mortgage broker. And what we do is we go around here and you have that conversation, which is totally different than just going up and be like, Hey, do you need a loan? Oh, by the way, my name is Stan. That's like asking a girl to get in the bed the first time you meet them, guys. This is not what you do. Right? You don't you can't just ask for business. Before you even know someone, you have to earn it.And you only earn it came out of that too is meeting meeting people and having those conversations but then also meeting either the management or owners of the establishments we were at everybody was jazzed, right? Like they're like, hey, when you know, When can you come back and let's talk more about my business. I'm like, I'd love to come back and talk more about your business. That was a really powerful part of that tour as well. So I was going right there. Perfect. So like what we should do, we'll just turn this into a coaching session, as long as we're here. What I want you to do and what you should do now is that yes, you had 10 bars, okay, now you could go to all 10 of those bars and do a business owner interview on them that gives you 10 More videos to do. See what's going to happen on the business owner interviews is that those owners are going to share that video around with their friends, family, aunts and uncles and all of those owners lips somewhere. All of those owners have a referral for Stan over the next 12 months. It's just a matter of if they're gonna give it to him. We've seen a guy this is a funny story status is funny. This is what happens with business owner interviews. So we have a dude in Northwest Arkansas and he went out and he did this business owner interview for some kind of like it was in their market it was like the new swanky hotspot right? This dude sort of The Bachelor so he was taking a chick there on a date and he went there on it he takes his girl on a date after he did the business owner interview with the owner right so here he comes he's got it he's got this girl on his on his arm he's trying to he's trying to impress her and all that pulls up to the restaurant the owner steps aside everybody come here come here I got the best table in the whole restaurant for you right here you got the perfect view brings them a bottle of wine on the house and all that the chicks like holy shit, this guy was this guy. And this is what's funny about the story is the guy goes you know later on and they start doing business together. And and he goes like this he goes seeI'd like to say something because Hey, Jay,it's funny that, you know, my wife's cousin is a real estate agent. And, you know, traditionally we're always using her, but you are now my real estate agent now. Right? So he literally, we're just talking about how do you step over prior relationships, and you do it through adding value to other people's lives, you guys know, right. And there's just so much leverage. With video, you can do that. If you're in a market like that, just imagine going out and networking with all the different businesses in that market and let them sell your stuff, right. But you have to give to receive, you should always try to give it's written in the Bible, those who give, give, give, give, get it in return in some way, shape, or form. It's just the way we're supposed to be, in my opinion. Unfortunately, a lot of us always have our hands out.And when we have our hands out, nothing really lands in them to do that. That's right. So I want you guys to think about coming from a value or if you're thinking about video come from a position of value and contribution as opposed to because it's not about the content that you're creating. It's not about what you're doing on video, it's about how you're doing it. And how you're leveraging it. Tell me really quick as a prior to Denver, what are your ratios? versus how much of your business comes from real estate agents? How much your business comes from your own sphere of influence? Where does most of you originate from? And what would you say your largest sources are, um, you know, Don, in our Denver market, I was I was pretty blessed to get in early in my career with a bunch of doctors, nurses and surgeons, and surgical techs. So I got a lot of business out of the hospital environment. Wellness, I'll get into why, but that just I fell into the right niche. And so I was really fortunate to be able to start building up my business by giving out referrals, I wasn't necessarily hounding real estate agents for their referrals, as much as I was saying, Hey, do you want to partner up? You know, I might, I might not give you as many as you give me or, or maybe I will, who knows. So I would say my business down there over the last, you know, five years or four years that I was in that market has been 60%, self generated 40% referrals, and of those referrals, you know, 3030 35% Of that number, that total number was from real estate agents. So we did pretty well within that niche. Up here in Cheyenne, it's a little different. Everybody starts out at the real estate agent level.It feels like I mean, I'm still getting another lay of the land. We've only been up here since December. Butthe banking industry is very strong here, right? A small town people are familiar with their bank, they've been banking there for a long time. So we have to overcome the stigma of going outside of the bank for a mortgage, and the relationship that that person then might have with their real estate agent friend that they've known since they were 12.You know, we we've really, I spent a lot of time last year, you'll remember some conversations, my eyebrows, like what does it mean to brand yourself like I have a logo was that my brand, like trying to make a brand. And what I found out is when we created this show, in large part thanks to you, Mike, you got me off of that topic and said, hey, it doesn't matter what that branding piece looks like that logo, you have a brand that fits your personality and who you are. And what I realized, that I love doing was teaching people stuff. And that's how the whole video series has come together, we were taking people on a ride to teach them about our local area about a local business. And that has translated from the show being called Why not Wyoming to why not university right? We got why not you and we're doing these whole series of classes around town. And when I go talk to the Board of Realtors, it's it's really interesting people know that I am there when I stand up to talk, I'm going to tell them about some new educational opportunity that's going to grow their business. Yeah, and that has been our value add that I don't think I would have put my finger on without you kind of steering my show in a direction and then allowing my personality to come out. If I was just doing mortgage related content. I just be up there droning on and on. Most peoplewhether regardless of what business you're in, even me like I'll do a video on how to do video. It's the least engaged stuff I post I swear, like and it'll be really good content. It's like our training content. Like I'll do a video on how to script a video through story. And that'll be you're gonna copy all great video good video, but truth is, is that that doesn't generate a shitload of views and attention a lot of times, same with real estate. However, I do create a lot of it because there's different content for different reasons. You see, like if you guys want to go to my website, you can go to www dot real estate marketing do.com And what you're gonna see on the website is a bunch of content. Every page on the site has a video and the reason why I created all thatstuff over the last five, six years is because when people visit our site, they're not questioning whether or not I know what I'm doing. It's sort of self evident. They're questioning how I'm doing it. And if they like me, Can you envision yourself working with a dude? Can you not envision yourself working with a dude? And truth as you guys get my personality, if you listen to my show, you know, I'm not the most perfect human being I sit every day. However, I'm 100% authentic. And what what what people really want is just a trust, and you cannot outsource authenticity, you cannot.You just can't do it. And when people I believe when people look at a lender, or an agent, or financial planner, or anybody, the first thing that comes through their mind, and people always say you don't judge a book by its cover, you're shady. If you do that, well, I'm sorry, that's just the way God made you. Everyone's going to judge a book by its cover. It's just the way that it is guys. Right? That's just the reality of it. And when you look at somebody, I could like, look at somebody, like, I could tell I'm gonna get along with that guy. Right? You get that same feeling, right? I could, I've liked that person's Mojo, I'm gonna, I'm gonna I want to drink a beer with that guy, I want to hang out with a guy. You just know who your tribe is. There's a reason why elephants hang out with elephants. Like I've never seen an elephant and a cat hanging out and watching a movie together. It's because we're naturally attracted to people that are like us, whether way way shape or form they may be there might be personality that might be erased, that might be in skin color that might be in whatever it is. But whatever it is, understand that you're the only one like it out there. And when you embrace your own individuality, and your uniqueness and your authenticity, and you scream it from the rooftops, and you're damn proud about it, that's what people are attracted to. No differently than what Stan is doing now and Wyoming no differently than what I've done on the show for the last six years. Some people are gonna like it. A lot of people aren't.I love when a lot of people aren't, because if you don't have haters on your shit, you're not doing it right. You're not meant to be perfect. It doesn't exist. God's the only perfect beam that exists in the world. And you're not him. Don't even try to compete. What you can do is embrace what you are, whom you are, how you do it, and scream that from the rooftops. And I believe that you'll be rewarded through people just like you because that's who you will track. There's not a shortage of business.There is everyone I look everyone I look at, like literally, everyone lives somewhere unless I check.So it's not a matter of if they're going to move, it's really a matter of when they're gonna move folks. Statistically, in Chicago, when I was practicing in the city was three to five years in the suburbs was four to seven. I knew my numbers because I knew if I just stayed in front of people, everything we're talking about when it comes to branding, content creation, the more people who know what you are, the more opportunities that open up. But it is mathematical not theory.If 100 people see your content, 10 to 15 of them are moving this year.The question is, are they going to use you when they do?The more you're on top of mind, the more likely that happens? Right? So this isn't rocket science. This is relationship building.This is leveraging content. And this is all based upon your personal brand.Stan, what are you going to do with? Have you tried any events with real estate agents yet on the video stuff, if you taught a I think your next move is a teacher scripting class, you have the social St Cloud scribe to do it now. And you could literally just launch an education series towards real estate agents. You could partner with real estate agents and do different neighborhood tours. You could partner with real estate agents and do different construction tours. Because you're not a real estate agent. Your job is not to sell those properties. It's their job. But you still share the same client.Yeah, I think some or all of that is in the works. You know, we we launched our educational series for real estate agents. In fact, we're doing a class this evening. It's going to be tailored at mortgages, mortgage one on one workshop, because we had to start somewhere. I would love to start at the beginning of the year. And then goal planning and you know, Vision boarding and all kinds of fun, cool, ethereal stuff like that. But here we are in May. So we thought we're gonna start with some mortgage stuff. So people remember what we do. And then next month, we've already announced our June class is going to be on social media and some video stuff. So exactly what you said. But we have been reaching out to there's a few people that like I said, are doing some of the short, you know, forum video stuff that have been doing some neighborhood tours, we want to put that on steroids. So I've been reaching out to them because they're already fairly comfortable with that given area or that neighborhood. So we're gonna go back and kind of recreate some of their neighborhood tours, but we're gonna put it on steroids with a little more viewership. You know, a little bit better quality, so on and so forth. And thenyeah, just continuing to do what we do with the business owners. I think that's that's really our kind of our strategy for the next you know, two to three months is continue getting these videos, these people on video that are owning businesses. You know, like you mentioned earlier, when youWhen you do an interview of the business owner, they let you, you know, take them in or they share it or whatever I found even on our on our beer tour, I asked every single manager of every, every all 13 places we went, I was like, Hey, do you mind if I share this, like, I'm gonna take you in this? And they were like, Yeah, that's fine. But what I found is you can't always take a business page, but you can check in at their location, which achieves kind of the same results. So I just, I'm gonna go back. And you know, we've already pushed that video out, but I'm gonna go back and repost it and just check myself in at these various different locations, even with the video we already have created, and then that way, they'll get a double dose when we go back and do their interview. So yep, I would go, definitely, I would go back and think of diners, drives and drives, but recreate that for Cheyenne, and hit up all these different pubs and bars. And I bet you that well, I mean, I know what's gonna happen, but do it. And then maybe we'll have you back on the show. And you can tell people what happened. We Awesome. Hey, I wanted to say one other thing when you were talking about not being perfect, too.You know, what a true statement. And And yet, the imperfections are the things that people are drawn to quite often. When I look at the commentary that comes through my videos, it's, it's funny how often somebody, you know, it's easy to get defensive. And so I'll read a comment where somebody's like, Hey, you didn't pronounce that, right? That's not how we say that, or whatever. And I could be like, hey, what a jerk. Why are you all up in my grill over this? I didn't even know like I say in the in the video I'm visiting, how the heck did I know that? But instead, I'm like, hey, thanks so much for educating me. That is awesome. Man, I will absolutely remember that now for the rest of my life, you know? And if you take that approach that yeah, we're not perfect. And people are going to call you out for that. But it was that that even got the engagement started. And if you don't get defensive, and you just stick with the engagement, man, all of a sudden, you're having three or four more conversations that you wouldn't have had otherwise, you know, if everything had gone perfectly, so embrace those imperfections. That's a great point, I think Jay Baer wrote a book called Hug Your Haters, addressing how to hug on haters, and then how you flip those into, you know, conversion, because you'll be amazed a lot of people will go out there and yeah, they'll hate and then you'll just address it. And then they'll before you know it, they'll be you guys will be best friends. Right? You'll just see some of those people you get, you will get some keyword keyboard warriors out there, no doubt. But that's good. Like, there's everybody who said the same, but there's no such any PR is good PR year and all the time. And who cares? If people are talking, then it's working. That's all that matters. So any other closing thoughts, Dan, that you have any tips for people advice for people, I think you want to mention, I will just go back to where I started, which is what my mentors told me your voice is, you know what it is you sound how you sound and you look how you look. And unless you're living under a rug. Don't be afraid to put that on a recording or on a video because it is who you are. And the more you act like who you are, the better the results are going to be. Love it. Stan, if you folks are in the Wyoming area, but you're licensed in other states to maybe an agent wants to reach out to you or something. Why don't you go ahead and tell people how they can reach you, they could connect with you go ahead and tell them what channel you have. And they could follow you on there if they want to check out some of your content.For comment, yeah, for sure. If you want to see the comment, it's why not? Wyoming wy And O T question mark, Wyoming. That's our YouTube channel, we are@www.db l h loans.com. That's our website. And you can always call me direct. If you have any questions about how to implement some of this stuff or what my experience has been. I'd love to answer it. 720-883-8452 Appreciate it. Stan. Keep it up, dude. Stay the course excited to see what happens in the next three to six months with this. You're doing everything right. Just keep doing it. Folks, thank you. And don't you stop listening to this podcast if folks if you need any help. And you like what you heard here today on Stan story, feel free to reach out to us. We'd like partnering with different mortgage brokers, investors, lenders, real estate agents, broker owners, recruiters, you name it in their local markets. And this is all we do. We script that and distribute videos but more importantly, we give you the right strategy that should fit your brand so that you're actually not looking awkward on video you're actually excited to get on video and that all dials and dials in with the picking up the right strategy, which is my expertise. So appreciate guys listening. Feel free to reach us you can visit real estate marketing do.com Real Estate market.com leave us a review here connect with me on Facebook, Instagram and check out our channel real estate marketing do it on YouTube. And so make sure you subscribe but we will see you guys next week. Have a great day. Stan, thank you so much. And we'll talk to you guys next week. Bye. Thank you for watching another episode of the real estate marketing dude podcast. If you need help with video or finding out what your brand is, visit our website at WWW dot real estate marketing do.com We make branding and video content creationSimple and do everything for you. So if you have any additional questions, visit the site, download the training, and then schedule time to speak with a dude and get you rolling in your local marketplace. Thanks for watching another episode of the podcast. We'll see you next time.

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.    

Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana.   Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also hosts the “Experience This!” show podcast and “The Experience Maker Show.”   He earned a B.A. in Psychology and Communications from the University of Pennsylvania, and an M.B.A. in Marketing from the Kellogg School of Management at Northwestern University.   Questions   Could you share a little bit about your journey? How it is that you got to where you are today? Could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience? Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience? You mentioned that word of mouth is the best type of advertising for any business. How can we get our customers to the point where they want to share their experiences with us and it's not just a mere experience? Have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area? In this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers? Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Can you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it still had a great impact on you. Can you also share with us what's the one thing that's going on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you refocus if for any reason you got derailed.   Highlights   Dan's Journey   Dan shared that he started out in a marketing role right after college, even though he had never taken a marketing class; he was a psychology and communications, undergraduate major. And he realized once he gets into marketing, that's basically what marketing is, it's psychology plus communication. So, it turned out to work out pretty well. And he held that job for about four years, he really liked it. But he ended up going to business school, where he really formalized the marketing learning. And he learned that everything he had been doing had names and frameworks and all that sort of thing.   And then he spent another 15 - 16 years in corporate America, in financial services, healthcare, and eventually McDonald's, learning all sorts of marketing channels, but also evolving into customer experience, and really falling in love with CX and its power to impact the bottom line, to obviously make customers happier. And so, the book is really a summary of everything that he's learned, put into a simple framework that allows companies to create remarkable experiences for their customers without spending a lot of money.   “The Experience Maker, How to Create Remarkable Experiences That Your Customers Can't Wait to Share” - The Pillars That The Book is Built On   Me: Amazing. So the book is really, really an awesome tool. So, for those of our listeners that are not familiar with Dan's book, it's The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share. So, could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience?   Dan shared that he's a believer as a marketer, that the single best way to do marketing today is to get our customers to do it for us. And it's called word of mouth marketing; it's usually been considered the holy grail for marketers, and something that's been on attainable until now.   And really, what we're finding is that the companies that create great experiences don't have to work so hard at marketing, because their customers are doing it for them, they're sharing these experiences, because people like sharing positivity. We know that people share both negative experiences and positive experiences, but what they don't share is an average experience. Nobody ever has said; “Let me tell you about the perfectly ordinary restaurant I went to last night.” That's not something we care to share. But man, we will talk about it if it was amazing, and we will talk about it if it was terrible.   And so, the idea of the book is to teach companies, how do you create those amazing experiences and how do you create them in such a way that customers can't help themselves, they reach into their pocket and grab their phone and take a picture and share it and say nice things about you.   So, the framework that he introduced is called WISER. And it's so that you become wiser than the competition when it comes to customer experience. The first four letters wise stand for Witty, Immersive, Shareable, and Extraordinary, which are four different elements that help to create the kinds of experiences that are remarkable or worthy of remark, worthy of talking about.   Now you can use one of them, or you can use more than one of them. And the more that you stack them, the more powerful they are. But even just using one is going to start to change how your customers perceive the experience with you.   The R in WISER then becomes about being Responsive. And when people are talking about us, especially on social media, we've got to be part of that conversation. After all, if somebody gives us a compliment, we ignore them in real life, that's pretty rude. They don't think really highly of us and yet brands do that all the time in social media, where customers are complimenting them, but the brand is nowhere to be found.   Me: So, one of the things I really liked about the section on Witty, so you kind of explained that a little bit for us, you indicated that it wasn't so much about being humorous, because not many brands can carry off humour, depending on what their brand, reputation or image is. But more so, being very clever and creative in the messaging that you put across. And there was one that really caught my eye in the book when I was reading; the gas station one where it said customer service is priceless and I thought that was really cool. Because at a gas station, typically, rates are not necessarily the best. So, that kind of caught my eye like if I did see two gas stations, as you suggested in the book and said customer service is priceless, I probably would go to the one that said that versus the one that didn't have anything that would have caught my eye. That was really cool.   Dan shared that one of the ideas there is that competing on price is a loser's game, and all you got to do is talk to that gas station owner because he's got his competitor right across the street selling a very similar product for the exact same price. So, competing on price isn't going to work for him. Now competing on product is also difficult because they're both selling gas and inside their stores, they're both selling basically the same convenience items. So, what's left is customer experience and if this particular gas station can differentiate based on the service that you're going to get, that is a reason to choose one over the other one across the street.   Example of Companies that Have Demonstrated an Immersive Experience   Me: So, the next part of your book talks about delivering an experience that is immersive. Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience?   Dan shared that immersive is really about the continuity of the experience and creating something that is consistent and fluid in the customer's eyes. And that's difficult as companies get bigger because they tend to have silos and everyone in each silo is responsible for one part of the experience, but nobody's responsible for connecting those experiences together.   So the poor customer ends up with this very choppy experience moving from part to part in your company. So, one of the examples that he shared in the book is about a company called Imperfect Produce. And they're a company that takes strangely shaped and sized fruit and vegetables that don't meet the cosmetic standards of a grocery store. And they box them into a subscription service that you can get a box every week at your doorstep.   And what they do is play on this idea that their fruits and vegetables sometimes look funny, they're sometimes too big or too small, or they're dented, or they're just shaped weirdly. And so, they actually lean into that and they have these characters that appear throughout the experience that are these vegetables and they have googly eyes.   And you see these characters in their marketing, on the box, really throughout the experience. The other thing that they really lean into is this idea that by buying their fruits and vegetables, which otherwise would have gone into the landfill, you're doing a good thing, you're saving waste from going to the landfill, you're saving water and CO2 because of the farmers not having to replant so often and they track this on the website.   So, every time he goes in to pick his fruits and vegetables, he's reminded of how much he has saved from the landfill and he noticed the other day he just crossed 1200 pounds of produce that he's gotten since he's been a customer. And these are the kinds of things that keep people coming back for more because of the immersive nature of them; he's much more tied into this brand than he would have been if they weren't immersive.   Me: It's almost like you feel like you're a part of their journey in whatever they're doing and because of that, it's much more difficult for you to walk away from them. And now it becomes a real relationship, because there's value being given on both ends of the spectrum.   How to Get Customers to Share Their Experiences With Us   Me: Now, you also mentioned that your experiences must be shareable. And I remember you used this word in the book, where you said customers have like a “Meh” experience, which is, I guess, just a mediocre one. I guess if we were to compare it to NPS, it would be like persons who scored seven and eight, because they're not really wowed, but they're not disappointed either, so they're kind of in the middle. So, what I really wanted to ask was, we have customers who we want to share our experiences and you mentioned that word of mouth is the best type of advertising for any business. “How can we get our customers to the point where they want to share their experiences with us and it's not just a “Meh” experience?”   Dan shared that the best example that he thinks really epitomizes this is the story that he tells in the book of taking his son for his birthday to a restaurant called Fleming Steakhouse.   And they walk into the restaurant, he had already told them ahead of time that it was his son's birthday, and the Maître d' hands him a birthday card that is signed by the staff. And he was pretty impressed with that, he had not seen that before.   And they're sitting in eating our dinner and the discussion turns to and this may just happen in families where dad is a customer experience guy. But the discussion turns to his daughter actually brought up and said, “Hey, if they brought us a birthday card, I'll bet they're going to do something pretty special at the end of the meal.”   In the US, you often get a slice of cake and a candle when it's your birthday, and it's a very nice gesture, it's just that every restaurant does it, so it doesn't necessarily stand out.   And sure enough, Fleming's did not disappoint, they came out with a box of handmade chocolates that was sitting on a plate, where Happy Birthday was spelled out in cocoa powder. And instead of a candle, they had a sparkler and the sparkler is so much cooler than a candle.   Now, there are four people at the table and without being told to and without coordinating, everybody immediately grabbed for their phones. And they took a picture of this dessert.   And the parent shared it to Facebook, and the kids shared it to Snapchat or Instagram, and just like that, Fleming's had four different shares of an experience at their restaurant, all because they decided that a slice of cake and a candle while a nice gesture, is just not going to stand out enough for people to want to share it.   Now, he'll bet that box of chocolates and the sparkler doesn't cost them much more, it might even be around the same price. But the idea is that it's so completely different and it stands out in such a way that people can't help themselves, they want to take a picture of it.   And so, he uses that as a metaphor for companies to think about, “Where do you have a candle that you could turn into a sparkler?” Because that's the difference, that's what makes it shareable.   Me: That's amazing. That was really out of the box thinking that that restaurant did for your son. And you're right; every restaurant does just give a cake and a candle so if you're doing something different then I guess that's where the extraordinary in your wise acronym comes in because that experience was definitely extra ordinary, it was definitely out of the ordinary.   Dan stated that extraordinary just means a little bit better than ordinary, it doesn't have to be a private firework show and a Beyonce' concert, that's extraordinary too.   But nobody has that kind of budget to do. And so, it's just about figuring out somewhere in your journey, where let's say you're doing something the same way that your competitors do it, that's a pretty good bet that that's an average experience, because your competitors are not delivering extraordinary experiences most of the time. So if you're doing it like everybody else is doing it, do it differently. And that's a great way to go from ordinary to extraordinary, make it stand out by being a little bit different and that is another element that causes people to want to talk about it. Since the Pandemic, Do You Find That Customers Are More Sensitive to Customer Experiences?   Me: So Dan, a big part of customer experience now, I know it has definitely changed a lot. I know a lot of customers are paying so much more attention to it now since we're all going through this global pandemic. But have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area?   Dan stated absolutely. He thinks we as customers really took note, especially early on in the pandemic, of which companies were there for us when we really needed them, and which companies weren't.   And the truth is, is that a lot of companies did a very nice job at especially at the beginning of the pandemic, responding, reacting, and innovating. And then other companies really did not a good job of this. And basically checked the box, and didn't particularly do anything different.   So, an example of that is when the pandemic first started, most of us got a lot of emails from companies that were telling us about their enhanced cleaning procedures. And he loved that everybody called them enhanced cleaning procedures, they weren't ever better or improved, or anything other than the word enhanced because somebody started using the word enhance, and then everybody else copied that word.   And they also sent us, at least in the US, they would send us to the CDC website, which is the Center for Disease Control, he's sure other countries have a similar organization. And what he found was that all these emails basically said the same thing, they were totally uncreative, unremarkable.   And then I got an email from his investment broker Charles Schwab and their email didn't say anything about cleaning procedures, or the CDC website. Instead, their email said, “We understand that you must be very nervous about a volatile stock market. And so, we want to make sure that you know all of these tools and benefits that you have available to you that you can use to help you through this difficult time.”   And for him, that was exactly what he needed from his investment firm. He didn't care about their cleaning procedure, that wasn't important to him. But he certainly cared about a volatile stock market. So that's the difference between companies that cared, and that were really trying to deliver what customers needed at this difficult time, versus what everybody else was doing. And so, that is something that customers remember and they've seen lots and lots of customers switch brands during the pandemic, because they realized that the company they were doing business with just wasn't going to be delivering the experience that they wanted.   Re-Humanize The Customer Experience Even Though Using Digital to Support that Whole Transition and Make Things Easier for Customers   Me: Amazing. So, that's definitely some other ways that our customers' expectations have changed. I think also Dan, since the pandemic, I get that digital transformation is super important and it definitely makes life that much easier for the customer and can create that effortless experience for them and seamless experience, especially seeing that you may not want to physically go to the business place. But I get a lot of questions from time to time from companies asking me questions like; “Do you think human beings are going to become obsolete totally in the whole realm of customer experience? And of course, my answer is always no. But in this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers?   Dan shared that he totally agrees with Yanique, humans aren't going anywhere, we're not going to be replaced by robots. And the reality is that customers today crave human interaction and the pandemic actually exacerbated that, especially the time that we were all stuck in our homes for so long, we wanted human interaction. And so, there's a time and a place for both human engagement and technology engagement within the customer journey. There are times where we just want to self serve, and we just want to go online and see our balance or pay a bill or whatever and we don't want anybody to bother us, we just want to do it ourselves. And then there are other times where we really need to talk to someone because we have a problem that we don't think we can solve by ourselves or that might have too many layers to it. And so, we don't, at that point, want to talk to a computer, we want to talk to a person. And he thinks that companies that are getting it right are figuring out when do we deliver self service and when do we deliver human service. But those two things are always going to exist; one is not going to replace another.   App, Website or Tool that Dan Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without in his business, Dan shared that he would say right now it's actually LinkedIn and the reason for that is just that it is the place where he network, where he share content, where he consume other people's content. And where he meets people that want to do business with him. And he thinks that is the space right now online that he can't do without.   Books That Have Had the Greatest Impact on Dan   When asked about books that have had the biggest impact, Dan shared that one of his favorites is They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan. It's a marketing book and it teaches you how to create content around the questions that your customers ask you, or that your prospects ask you. And so, although it's a marketing book, it actually takes a lot of customer experience themes into it and he thinks it was one of the most valuable books that he has read, and has used in his own business and actually has used with clients as well. Another one that he would pick, he's going to go with one of Jay Baer's books, because he loves him as well. He really loved Utility, but he's going to go with Hug Your Haters: How to Embrace Complaints and Keep Your Customers. And much like his (Dan) first book, being about social media, customer service, this is really a book that tells you to embrace complaints, and to learn from them and to treat them as gifts, because they can help you not only be responsive to customers, and maybe turn them from detractors to advocates, but also to go back to your business and find what's actually wrong and try to fix it for other people. So, Hug Your Haters is another one that definitely changed how he thinks about things.   What Dan is Really Excited About Now!   When asked about something that he's really excited about, Dan stated that you're asking a guy that just spent nine months launching a book; he's now kind of just coming off of that. But he'll say that he's super excited to be back speaking on stages in person. He had two keynotes this week in two different cities, it was so nice to be with people again, yes, everybody's being safe and wearing a mask where appropriate. But there's just something as the speaker to talking to people in real life and seeing their eyes and seeing their reactions and hearing them laugh and clap and what have you that just doesn't happen on Zoom or in digital channels. And so, that's something he's really excited about is the fact that live events are coming back and are back in some places. And he really looks forward to doing a lot more of those in 2022.   Me: That's brilliant, love that. So simple. And pre pandemic, we probably would have taken these very simple things for granted. I'm sure we never would have imagined a time when we were locked up in our homes and everything had to be digital. So now, as you said, we're getting back out there, and we're still being safe. But you really appreciate the very simple things in life that as I would say, we may have taken for granted; we wouldn't have realized how important or how valuable those kinds of experiences are.   Where Can We Find Dan Online   Website - https://dangingiss.com/ LinkedIn – Dan Gingiss Twitter - @dgingiss   Quote or Saying that During Times of Adversity Dan Uses   When asked about a quote or saying that he tends to revert to, Dan shared that this quote, believe it or not comes from a fortune cookie. He got this fortune that he was so excited about and he taped it up on to his camera right behind his laptop screen.   So, since the camera is always facing him, he can always see this. And it says, “Never mind tomorrow. Today is the day.” And he loves that because there are days where we want to procrastinate, or there are days where we just don't have the energy. And he likes reminding himself that today's the day and today is the day that he can move his business forward, he can help a customer out, he can do something nice for somebody, and you never know what tomorrow brings, or even if tomorrow brings and so that's a quote that's definitely stuck with him for a while.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share by Dan Gingiss Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what you do.") *Tactics to make customers LOVE and talk about your brand *Design the right organizational structure to deliver the best customer experiences and service Learn more DoingCXRight.com/podcasts  

When people say negative things about you, it is usually an indication that they are experiencing pain somehow. How a person treats you has more to do with them than it does with you, so when you're faced with someone spreading rumors, gossip, slander, or complaints about you or your business, the best thing you can do is respond with love. It isn't always easy to do, and it certainly isn't the first instinct for many of us, but if you can train yourself to respond in love if you can learn to hug your haters, your life will be so much better. Ep. 26 Conquering the Spirit of Offense - https://apple.co/3rSap3v Ep. 25 Thwarting Limiting Beliefs - https://apple.co/3ly3GdU Hug Your Haters by Jay Baer - https://bit.ly/3rW2nqo Connect with Marketplace Ministry Find us on Facebook - https://facebook.com/jasonsmith360 Follow us on Instagram - @marketplaceministrypodcast Connect with us on Clubhouse Jason Smith @jmsmith8094; Justin Jeffcoat @jjeffcoat45 Text us at 502-833-6136 Get your copy of my book Improving Your Sales with Facebook Ads https://amzn.to/3kF0t98 Check out our selection of business books at the Marketplace Ministry Podcast Book Store. Visit https://marketplaceministrypodcast.com/book-store --- Send in a voice message: https://podcasters.spotify.com/pod/show/jason-smith79/message Support this podcast: https://podcasters.spotify.com/pod/show/jason-smith79/support

Wayne McCulloch is one of the world's leading customer success experts and a Top 100 Customer Success Strategist, Wayne works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than 25 years of experience in customer-focused roles.   Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker.   Questions   Could you tell us a little bit about your journey, we always like to hear from our guests, in their own words, a little bit about how they got to where they are today. Could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic. So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding? How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level. How do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well? What's the one online tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read very long ago, but it still has had a great impact on you. Or it could even be something that you've read recently that you found to be really insightful or impactful? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get your refocused or get you back on track? Do you have one of those?   Highlights   Wayne's Journey   Wayne shared that it's interesting when he looks back, because there's no possible way he could have created a plan to get to where he is today, which made him totally rethink how he thought when he was in the early 20s trying to think about what's his career going to be? What is he going to do? Where is he going to be?   And it really, really is a journey that hasn't been planned in any way shape or form from a long term perspective, but just made up of a collection of opportunities that have presented itself. But he got into the world of software for a strange reason, it's because he was working in a sort of more traditional space and one of his friends got a job in software, and they said, it's amazing, they have Pop Tarts in the fridge and you can cook up and it's casual clothes, and it's like flexible work from home.   And this is back in the 90s when that was just so foreign to him working in a more traditional business environment. And so he joined a software company for reasons nothing to do with software, and yet it to become part of his life for the last 25 years.   And for him, he started off in the world of education, enablement, adoption of software in the B2B space and really love that for 15 years of his career and then realize that this whole customer experience, customer success movement, especially in the world of software with cloud and the way we can easily download apps and use any product very quickly, which is very unlike software in the 80s and 90s, he realized that that was a space he was very interested in is how to enable people to get success with these investments, with these software applications, and so moved into the world of customer success and that's where he's been ever since.   Pillars That Business Owners or Managers Need to Focus On Emerging Out of a Pandemic      Me: So Wayne, you have this new book that was released recently. It's called “The Seven Pillars of Customer Success” so could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic.   Wayne stated that it's a very unique time right now. As an author like Yanique, he has much more respect for people that write books than he did before he embarked on this journey 3 years ago. He was very motivated. It's similar to when you join a gym, you get really excited, you start working out and getting up early, and then you start missing a couple and then eventually you just stop going and writing a book for him was like that, he was so excited.   And then he's like, “Wow, this is really hard. And it's not what I thought it would be.” But ultimately, they got the book done and launched as The Seven Pillars and it really was a collection of a lot of experiences.   But for him, The Seven Pillars wasn't anything ground-breaking, it was more how do we create or construct a framework by which we can base our business on how we service our customers, because there's lots of great books on why customer service and the customer experience is so critical for a customer's success.   And there's lots of great books on how to execute that as far as like sort of activities, things you need to be thinking about. But for him, he was missing a framework to pull it all together. He knows it's important. He knows there's really cool things about creating customer delight and all these other sort of tactical engagement type things but what he was missing for him to make customers successful was what's a framework that he can build that conflicts with his business as it grows or shrinks but can also accommodate a consistent sort of value proposition, a consistent theme, a consistent what he calls narrative when he's speaking to his customers.   And so, the book for him was about constructing these seven pillars which really focused in on three main areas. The first one is your company. The second one is your customer. And the third one is sort of the people delivering that experience. And it's funny, he's talked to people and like, “Why do you start with your company? If this is about customer experience and the customer success and servicing that customer, why do you start with your company?” and he said he has a saying it's, “Customer success equals employee success, and employee success equals customer success.” And it really starts with the employee or employees, and it starts with your organization, you need to build a foundation as a company or as a business that can sustain and deliver a great experience for your customers.   So it actually starts with your own organization. And so, he developed sort of 10 tools, very specific to the B2B world in software, but certainly applicable as a framework in other contexts, which is, how are you going to run your business at scale, having a consistent voice, having a consistent value proposition into the market and that's what the first pillar is all about.   The next 5 pillars are all about the customer's journey with you as a company. And for him, it starts off with on-boarding.   On-boarding a new customer, a new consumer into your business, and how to go do that right. And he actually has a story in the book, it's about a hurdler in the 2016 Olympics and he was representing Haiti. And he was in the semi-finals so he's super pumped because such a small sort of population of people can have someone at the Olympics at the highest level, potentially getting into the gold medal race and he was watching with great enthusiasm. And unfortunately, he tripped over the first hurdle fell down and didn't qualify. And he feels like that's kind of like customer service, it's kind of like running a business, if you trip over the first hurdle, it's really difficult to recover, really difficult to come back. And it doesn't mean you can't finish and it doesn't mean you can't have some success but it's really difficult to win. And so, for him, on-boarding was the first pillar.   And then there was the second pillar of the customer journey, which really focused in on the adoption of your product or service, like how do we get true adoption and by adoption they don't mean just using it, but they mean getting full value from it. How do we do that?   The third sort of pillar on the customer journey was really focused in on how do we cement that value proposition in that person's mind? So they've on-boarded well, they're using or leveraging the product in some way and now they're getting maximum value that it can provide because that leads you to the fourth stage, what he calls the fifth pillar, which is around the value expansion. How do we now give that consumer, that customer more value?   How do we create an experience for them even better than what we have done, whether it's through more of the same product or additional products and services?   And then finally, a really important one, which he hopes they talked about later is when Yanique mentioned what the most critical one would be around advocacy. How do we create advocates of our brand, of our products, of our services into the market because that is, in this day and age, one of the easiest, fastest and most scalable ways, certainly the most affordable in order to attract new business.   The final pillar, the seventh pillar is all about the people delivering on that promise, that value proposition, that great experience, and how do we invest in those people.   And he co-created a model with a friend of his, Shane Anastasi who also has written a book on the consulting side, and it's called The KSE Model, which is knowledge, skills and experience and if we think of our people at the frontline delivering service, we think of what knowledge do we give them? What skills can we have them acquire and then how do we give them the experience and the feedback in order for them to improve and be better? And so, that kind of rounds out the whole book, he jokes that no one needs to buy the book now, they almost have it all in a podcast.   Does On-Boarding Includes the Recruitment Process?    Me: So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding?   Wayne stated that it's a great question. And it's funny, because to answer the question, it's after they've acquired the customer. But in the book, he actually has a secret eighth pillar. And it's funny because when he was writing the book and he was at 345 pages long, which is pretty big for a business book, and the publisher is like just get the book published, how much more can you put in there? And he's like, another 345 pages, there's so much content.   And he said, he actually thinks there's an eighth pillar, potentially, he's not sold on it yet, but he does believe it exists. And the publisher is like, you can't make it eight pillars of the books called The Seven Pillars and all the graphics and all that, all this work had been done around The Seven Pillars. But in actual fact, he talked about the fact that the eighth pillar is pre boarding, he calls it pre boarding, it's like getting on a plane, it's called pre boarding which is, how do we set up the customer for success before they're a customer.   And even in this day and age defining what a customer is, is different because you might have a service that you give a free trial, well, they're not paying for the service, so they really not a customer of your business from a financial standpoint, but they're consuming the service, so they are a customer. But it's a trial, so this notion of pre boarding customers, getting them ready to engage with you is something that he definitely added into the book at the end.   Recruiting the Right People for the Right Organization   Me: So one of the things I think is so critical sometimes when we're dealing with customer experience, you definitely need to get the right customers, but you also need to get the right people internally. So, there's an internal customer service.   How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level, at the end because one of the things you spoke about was you want your internal and external customers to become your advocates, your evangelists, your word of mouth advertisers, but how do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well?   Wayne stated that this is a challenge facing every industry that has service professionals. And he calls them service professionals deliberately, he feels like when people talk about service industry, it's not referred to in a way that he thinks really highlights the importance that the role that service people play, it is so incredibly important to service professionals. The one thing that have been his experience where he's had successes when he hires people, he doesn't hire for skills, he doesn't care if you're finished high school, he doesn't care if you have a Master's, it doesn't matter to him, in service that's relevant, it does not matter.   What matters is empathy, to him, that is all that matters. If he can find people that can demonstrate the capability of being empathetic, can show examples of how they're empathetic, then you have a winning service person.   And it doesn't matter if you're in a very technical field, if you're in the retail field or whatever, the person has to have that empathy. You can't really teach empathy, it's something that you have, you can amplify it and you can certainly improve through learning and experience.   But ultimately finding people with empathy because they don't just have empathy for the customer, which is so critical to delivering a great experience, but have empathy for your business.   They get it's difficult, they get there are tough times, they get the challenges are going to come that make it necessary to make tough decisions as a company, as a business.   And so empathetic people can work through that in a way that allows them to be comfortable and allows them to also be more appreciative of the environment they're in. And then other things like communication, sharing, listening, collaborate, all those things that we would want to make sure that we provide as an environment from our people are all important, he's not saying they're not but to him, the critical skill is empathy.   He worked in a software company called Looker, one of the best companies he's ever worked for, for culture. And there's probably one other company in his whole life called PeopleSoft in the 90s, they had just amazing culture.   And the founder of Looker has this phrase that he uses when he started the company. He said, “Great software is an act of empathy.”   In other words, if you're using software and you can't use it, it's frustrating, you get stuck at breaks, you are ruining that person's day potentially impacting their career. It goes beyond creating a great, in this case - application, it's about people being able to do their jobs and be successful. And so, great software is an act of empathy.   But they sort of built on that and said, “Great service is an act of empathy.” That's really what it's about, it's about putting yourself in the other person's shoes. And it's great when things are good, I want to buy something, I've got great experiences and that's great. And we should celebrate and service people with empathy that they lead with can enjoy that and can celebrate and make that a really unique, fun, positive experience for both the consumer and for the service person. But it's also when things are bad is when empathy shines through and that comes through in a genuine way.   We've all been there, he doesn't want to say that the cable company because they always get used. But let's just say we call someone and we get frustrated, we get moved around. “Sorry, that's not the right department, I can't help you.” And we get that in big companies. And that just means they haven't worked out how to intake the questions appropriately or you get a chatbot that just keeps asking you 50 questions.   And you just get frustrated, you're not getting someone who's empathetic, who's saying, “Look, I get it, your time is more valuable than ours. Time is all you have, you can't buy more of it. So every minute you spend trying to solve a problem with us that we've created in your life, a hassle, an issue or problem or difficulty, that's on us not on you. And yet you pay the price as the consumer.”   And so, people who are empathetic can empathize with that. And for him, that creates a different dynamic between people in your company. And then inside your own company. As he said, empathetic people get that sometimes things get tough and they're going to rally, they're going to support because they genuinely know that you as a business owner, or as a company, you believe in that customer centricity, it's not just a moniker, it's not just a mission statement, it's not just something painted on the wall, it's demonstrated by a group of empathetic people trying to make the best experiences possible for their customers.   Me: It's funny that that whole characteristic that you have to have as an individual, empathy, it really as you said, it's something that it just cannot be taught, it has to be something that you have from within. And just on your experience, Wayne, do you feel that as you grow older, especially like as a parent, because I believe empathy is one of those social skills that you should have, just general things like being polite, being courteous, empathy is something that should be a part of your socialization. But what I have found is that because it requires that you tap into your emotional intelligence, at what age do you think persons start to really exercise empathy, maybe in their teenage years to just get a better understanding of connecting with other people, maybe you have a friend who is going through something and you empathize with her, that way when you actually get into the work environment, well, I don't think you'd have mastered this skill, but you definitely would have had some exposure to it. What are your thoughts on that?   Wayne stated that he can be really frank here and say his answer is now different than what it was 5 years ago. Because 5 years ago, he had kids. And so, he was raised by his grandparents and so he was brought up in a more traditional environment when it comes to manners, when it comes to morals, we're talking people born in 1920.   So, the environment he grew up as a child was very polite and actually, in many regards, was very empathetic and so it enabled him to understand the impact that we have on other people when we meet them. And so, now that he's had children, he's like, well, he wasn't born in 1920 and he certainly doesn't have all the morals and manners his grandparents had. Hopefully, he has a lot, hopefully, his grandma would say he still has some. But really, when it comes down to it, he thinks about how does he instill values? And how does he practice empathy with his children when they're in an environment that was very different to his, where he was able to hone that for him.   And it's simple things at Christmas time, is, you know, sponsoring a family that might have financial difficulties in buying presents for their children and so going shopping with your 5 year old kid and saying, “Hey, what would you like for Christmas?” And they're like, “Oh, I'd love this Barbie Set.” And he's like, you know there's people out there that actually don't have this opportunity to pick out a toy. They're not lucky like we are, they're unlucky.   Does that make you sad that they can't have the fun things you have? And while he gets the comprehension is limited, it's starting to have a conversation and a dialogue, not everyone is on the same playing field, not everyone has the same opportunities, and we can make a difference because we can. And so let's pick up a toy, what sort of toy do you think a girl of your age would enjoy. And she might say, it's a Tonka truck or it might be a tennis racket or something. And so we'll go buy it and wrap it and go give that to a family.   And so, over time we look for opportunities to broaden the thinking of our children, our life, our world, what we have is not the only thing that exists because in the world of customer service, you're dealing with people that have lots of different backgrounds and lots of different challenges.   And having an appreciation that we're just one more problem they're having to deal with if they're frustrated or one more opportunity to create delight for someone who might not have that. Everyone has that in their life to varying degrees, some worse than others. So in his mind, he thinks you can start exploring and understanding things like empathy as early as 5 years old, because that's where he's starting. He's not sure if it has an impact, he'll tell you in 15 years' time. But he does think it's something we can explore with our children so that as they grow, they can have a broader understanding of how other situations people find themselves in, which in customer service, we touch everybody, from all walks of life, good and challenging.   Me: And it does cement also that there is research out there that says you do form your personality by age five. So it's good that you've started that conversation, because it means then as your kids get older, and you may not be the centre of influence in terms of information that you give them, because now they're exposed to the school system, they have teachers, they have friends, by the time they turn teenagers, what their friend said to them is of greater value than what their parents said to them. And so it's good those core things are built in from early.   App, Website or Tool that Wayne Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Wayne shared that for him, it's not really directly for his business, but he lives in LinkedIn. He's noticed social media person, he's not on Facebook, he doesn't have an Instagram account. He's not a Twitter person, that's not for him. They're very private as a family and they'd like to keep it that way. But for him, from a professional and business sense, he finds that networking through tools like LinkedIn enables him to connect with people who have similar situations or been on similar journeys and that's super critical. Because one thing he learned writing a book and talking to 50 Plus of his peers in the industry is none of us are as smart as all of us. Doesn't know who said that but he heard that one time when he was younger, and he really gets that. We've all faced different challenges and overcome them and have experiences and have had impacts and we can all learn from that. And then one thing that he's learned on LinkedIn is by connecting with people and either mentoring or getting mentored by or just simply saying, “Hey, I really love your career, I love what you've done, I'd love to grab 30 minutes of your time just to talk about what you've learned, what I've learned.”   More often than not people like absolutely, like, this is great. I can learn from you; you can learn from me. And learning strategies and concepts and ideas and techniques from other people, for him is a powerful way to help the business. So, he would say something like that because it's such a unique way to find people with common backgrounds and explore experiences together which is cool.   Books That Have Had the Greatest Impact on Wayne   When asked about books that have had the biggest impact, Wayne stated that he read his book recently and he thought it was really good. He agrees with everything in the book. But there's a lot of great books out there. And in his book he actually referred to a book from the 80s that talked about moments of truth. And there was a more recent book from Chip Heath and Dan Heath, it was about the power of moments. And one thing for him in understanding a customer journey, which is really all the touch points a customer will have with your brand, whether it's digital, physical, online, with you present or not like a website, the power of those moments are incredible. So there's a book called The Power of Moments: Why Certain Experiences Have Extraordinary Impact, which he thinks helps to highlight that when you're trying to create a great experience for a customer, you really have to understand what are the moments that really require that effort, because you could put a lot of effort into a moment that is not as impactful from an advocacy, a loyalty, a delight kind of experience. And so, understanding that he thinks is really cool. So, he felt like that book was pretty cool.   The other one he really liked, which was a recent book is called Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer. So, for him, that was really difficult concept because in your business, especially if you own your business, you love that like you love your children and that makes you a little irrational sometimes. And so, when people complain or get upset, you immediately become defensive and because you know that that's either not true or this is not fair, or because you're kind of bias. But learning to hug your haters is great. He remembers watching and it was an Apple plus TV show called Ted Lasso, which is an incredibly different show, but wonderful at the same time. And there's a scene where one of the players sort of talks to the coach and basically tells the coach that he doesn't like him and really upset. And the coach, when the player walks away, the coach says to the assistant coach, “Well, he thinks he hates me now wait until he loves me.” And that phrase for him and then later in the show, that player ends up loving him and actually says, “You make it so hard to love you.” Because he's sort of frustrated at something. And then he's like, “Did you hear that, he loves me like.” And that to him is exactly how we view our customers, is when they're upset, like, here's my chance to make them love me. And so, that books great too. There's plenty of others. He can't consume all the books he wants to read just for time purposes but they're the two that have had impacts on him recently.   What Wayne is Really Excited About Now!   Wayne shared that he just released a book, which is very scary, because you're putting out there, this is what I believe, this is what I think, this is what I'm suggesting or advising people to do and that's really scary. And as you write the book, you're often asking yourself saying, “Well, do I believe what I'm saying here? Am I saying it because I read it in a book? Am I saying it because I experienced it? Am I saying it because I truly believe it.” And so, when you finally put it all down, you send it out in the world. And so, what he's doing now is he's talking to people who read the book and saying, “What's missing? What did I leave out? What did I get wrong?” And for him, that's amazing growth opportunity, like, “Oh, did I get that wrong? Actually, you're right. I didn't think of it from that point of view. I don't know everything. I know a lot. And I want to share that but I don't know everything.” And so, that's what he's working on right now is really uncovering the gaps in the book, the gaps in his knowledge, the gaps in his skills, maybe who knows, one day he'll do a new edition of the book and add some chapters in or make some modifications. But really, that's primarily what he's focused on.   And he's just started writing a second book with two other authors. So he's going to do this with two other people, hopefully, it will make it easier. There'll be more information coming out about that end of the year. But it's really about the fourth industrial revolution and how we're going to displace a lot of workers through AI, ML, robots, that's accelerating. And so, how can we re-skill hundreds of millions of humans on new opportunities in a very coordinated way, which he doesn't think we're doing as a society right now. So it's a little heavier than the book he just wrote, but equally important.   Where Can We Find Wayne Online   LinkedIn - @waynemcculloch Website – http://www.cspillars.com/   Quote or Saying that During Times of Adversity Wayne Uses   When asked about a quote or saying that he tends to revert to, Wayne stated that he does but will give a quick background. He went on something called an Outward Bound Standard course which is basically 28 days in the bush in Australia. And literally you've got a piece of plastic, you pull your shoelaces out of your shoes every night, put a bit of grass in the corner of the plastic and you tie your shoelace around and tie that to a log and that creates this kind of tent they call it a BV whack around Australia and you really live outside for a month with no phone and no electricity, nothing. You're not allowed anything of that. And while he was there, you got one mail drop that sort of day 20. And one of his friends wrote, just literally he opened the letter and it was one piece of paper with this one phrase on it, nothing else, didn't have his name, didn't have “I hope all is well, here's what's happening.” All it had was this phrase, which was “Tough times never last, tough people do.”   And for him, that helps him get through when he's feeling down, when he's feeling like things are going to be difficult. He's like, it won't last, we'll get through it. And as long as we get through it, we get stronger and we continue. So that's something he always think about and refer to in his professional career as well as his personal life.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath Hug Your Hater: How to Embrace Complaints and Keep Your Customers by Jay Baer    The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

This week on BFTT Tony and I share our very personal reaction to a powerful sermon that we recently heard during a Sunday morning virtual church service. Sponsored by ABTF Travels to the MotherlandFor more information about our guests, special offers, and discounts, please click the link below and subscribe for free!Support the show (https://blackfamilytabletalk.com/subscribe)

What do you do when your customer has a bad experience? Do you even think about it? Most businesses think they give great customer service, but most customers don't. So what do you do as a brand to turn that around, turn what looked like a bad customer service experience into a great customer service experience. That's the idea behind hug your haters. Customer complaints are a way of life for a business owner. It doesn't matter what type of business you have, someone will be unhappy. So wouldn't it be great if there was a book that gave you the key ideas of how to give your customer a great experience? That's what hug your haters talks about.

Saya membahas buku Hug Your Haters karya Jay Baer. Buku ini membahas kalau bisnis apapun yang kamu jalani, entah itu toko kecil atau perusahaan besar, pasti akan ada orang yang tidak suka atau kita kenal dengan haters. Di era digital seperti sekarang, keluhan atau kritik terhadap sebuah produk atau layanan sangat mudah untuk disebarkan melalui media sosial. Jika kita tidak tahu bagaimana cara menanggapinya, maka hal ini bisa menjadi musibah yang sangat besar bagi bisnis yang kamu jalani.

We live and are surrounded by things that can change us or leave an influence or impacts on us.  There are things, people or events that quakes us to our core. Things that may have profoundly impacted us and maybe made us a better person one way or another. In Today’s episode, I’m going to be sharing with you a topic that is near and dear to my heart.  Most of you who know me know that I'm a voracious reader and I’m excited to share with you my Top 5 most impactful books in my business and I’d say they all impacted me positively.  I’m going to be sharing a little something about the Entrepreneurs Book Club so don’t miss this and who knows, you too might get impacted by these books I’m going to share.   In This Episode: [00:20] It’s a solo episode [00:50] Today’s topic [01:40] Entrepreneurs Book Club  [03:25] Most important and No.1 in my list: The Founder’s Dilemmas by Noam Wasserman [03:40] What the book is about and the mistakes we make when starting a business. [05:34] The most impactful about the book is naming The C-level roles. [07:12] Second book is The E-myth Revisited by Michael Gerber [07:48] The importance of realizing the 3 most important roles in the business. [09:36] Identifying what role you are in that or roles you should hire. [10:15] Clearly see your role & potential role of your business partner would be. [10:40] The third and has equally impacted me as no.2 is The Virtual Freedom by Chris Ducker [11:00] A must read book before starting a business. [11:23] Foundation to creating and working with a virtual team [12:12] Identifying who are your first hires. [13:13] Importance of creating a forelist. [14:28] Hiring a general VA. [15:10] Fourth book is The Blue Ocean Strategy by W. Chan Kim and Renee Mauborgne [17:05] This book is knowing and identifying a blue ocean [18:40] Example of how to create a blue ocean. [19:50] Introduction to Wizards of Ecom [20:30] The Fifth book is Hug Your Haters by Jay Baer [21:30] Hug your hater is about having a simple customer service approach for any scenario. [22:30] Hope to hear your feedback. Links and Resources: Wizards of Amazon: Wizards of Amazon Courses:  Wizards of Amazon Meetup: The Entrepreneurs Book Club Book References: The Founder's Dilemmas by Noam Wasserman: The E-Myth Revisited by Michael Gerber: Virtual Freedom by Chris Ducker: Blue Ocean Strategy by W. Chan Kim & Renee Mauborgne: Hug Your Haters by Jay Baer

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

Libby shares what she learned from the book "Hug Your Haters". Customer service can be a challenge but its also rewarding! Learn about the different types of feedback, how to take it, and how to manage your response. Nicki also goes through the basics of NPS (aka Net Promoter Score) so you can understand your score!

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.

jQuery(document).ready(function($) { $('#wp_mep_7').mediaelementplayer({ m:1 ,features: ['playpause','current','progress','duration','volume','tracks','fullscreen'] ,audioWidth:400,audioHeight:30 }); }); Please find some links and notes from the 2 Regular Guys Podcast. Join us as we welcome Michael Momeno to discuss how to take your ideas, business plans, budgets and turn those into a roadmap for success. Michael is an award winning financial planner who is going to bring his years of knowledge to our industry to help us meet our goals. Bring your questions for Michael and we will cover a lot of ground and give you plenty of things you can start putting into practice right away. Sponsored by: Impressions Expo. Use the Promo Code RegularGuysIE for a FREE Expo Pass! Our regular listeners know this, but 2 Regular Guys are all about garment decorating, a bit of fun, and no rants or lectures or selling. We are not doing this for our employers, but rather for our industry. Since February 2013, The 2 Regular Guys have been the first and the most listened to garment decorating industry podcast on this planet! We are humbled by all of you tuning in each week. We work hard to bring you information that will make your business better, and our industry better. Take a look at our incredible weekly guest list and you'll understand where this industry goes for news, interviews and the heartbeat of garment decorating. Thanks for listening! Jay Bear - Hug Your Haters Aaron: Let's start out with a quick chat with Jay Baer. He will be presenting the Opening Keynote at ThreadX and being a customer experience geek, I'm a big fan of Jay's work. He is the founder of Convince & Convert and author of several of my favorite books like Hug Your Haters and Talk Triggers plus hosts of the award-winning Social Pros podcast. Welcome to the 2 Regular Guys Podcast Jay!Erich: The burning question our audience, the Regulators has… Is the plaid suit already picked out for ThreadX? Aaron: Jay we are pretty excited to meet you in Scottsdale in a little over 2 weeks. What are you looking forward to learning most about the garment decorating community that is coming together for this event?Erich: Jay, as Aaron mentioned, you are presenting the opening keynote for ThreadX coming up on February 24th, titled Hug Your Haters: How to Embrace Complaints and Keep Your Customers. What do you hope the audience comes away with after your presentation?Aaron: What one piece of advice would you want to leave our listeners with so they can get a little taste of what is to come at ThreadX and all of the other amazing content you put out there? Roadmap to Success Michael Momeno entered his financial services career with American Express Financial Advisors in 1999 in St. Louis County. It was there he developed his skills as a financial planner. In 2000, he enjoyed early career success, achieving honors and awards associated with his status as a top 100 new advisor in the country. Michael moved into a regional leadership role with American Express Financial Advisors in early 2001 where he recruited, trained and mentored new advisors to the firm, while still working with existing clients and growing his practice. He was in this role for 3 years before returning to focus on his personal financial planning practice full time in 2003. In 2014 he joined Money Concepts where he continues to help individuals, families and small business owners plan and prepare to accomplish their dreams and goals.Erich: Michael, so lets dive right in. When you encourage someone to “Roadmap Your Way to Business Success” what do we mean by that? Is business planning the key, or is there some missing ingredient that you see?Aaron: Micheal you work with a diverse group of people in your practice, from federal benefits to individuals and more. When working with small businesses, where do you see them stumble?Erich: So when it comes to financial planning for a small business w...

Ovi Vitas, EVP, Chief Brand & Digital Officer of Marriott Vacations Worldwide, joins the Social Pros Podcast to talk about his unrelenting focus on customer experience and how to use ‘Social Champions’ to decentralize social media execution and add authenticity. 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 My Emma Full Episode Details When your company is under the umbrella of a ‘mother company,’ how can you communicate that on social media whilst retaining and showcasing the differentiated experience your brand provides customers? This is often top of mind for Ovi Vitas, EVP, Chief Brand & Digital Officer of Marriott Vacations Worldwide, who takes a decentralized approach to the content that’s created and shared on social. To showcase a property-by-property experience, Ovi and his team have identified people from each location to be crowned ‘Social Champion.’ It’s this unique approach to decentralizing social media execution that has empowered people at each location to create incredible social media content. By following an enterprise set of guidelines, these ‘Social Champions’ play a key role in helping Marriott Vacations Worldwide add real authenticity to their social content. In This Episode: 05:26 – What brands can learn from Marriott Vacations’ unrelenting focus on customer experience 08:22 – How to use social media to market a ‘high-end’ product 11:25 – How “Social Champions” help Marriott Vacations Worldwide showcase the authentic uniqueness of 60+ properties 18:28 – How modern technology has aided our ability to decentralize social media execution 23:53 – Why it’s important to focus on brand reputation management while remaining transparent 29:48 – How the timeshare aspect of Marriott Vacations Worldwide works and what they’re doing to improve the customer experience 33:53 – Why brands need to listen to what customers are saying on third-party online communities Resources: Get the new State of Marketing report for free from Salesforce here Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here Learn how to use Emma to help you design and create emails that your subscribers can’t resist Download Salesforce’s free e-book, 50 Social Media Best Practices Find out more about Marriott Vacations Worldwide Read Jay’s book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers Visit SocialPros.com for more insights from your favorite social media marketers.

On this week's episode of The Freenoter, Tom and Tamsen dissect the problem of...the problem. As speakers, we hope to solve a problem for our audience--but often, their version of the problem and our version of the problem are different! This episode will teach you to reframe, adapt, and deliver true value. Show notes: Tamsen's post on reframing the problem: https://tamsenwebster.com/what-is-your-problem-or-rather-what-is-theirs/ The "duckbunny": https://en.wikipedia.org/wiki/Rabbit%E2%80%93duck_illusion Jay Baer's speaking website: https://www.jaybaer.com/ Convince and Convert: https://www.convinceandconvert.com/ Jay's great Hug Your Haters keynote: https://www.youtube.com/watch?v=iD0QsI8sajw A history of the Sazerac: http://www.sazerac.com/cocktail.aspx Our Sazerac: Pour 1 tsp simple syrup into a glass. Add 4 dashes of Peychaud's bitters and 2 dashes of Angostura bitters. Add 2 oz. rye (we used Templeton). Fill glass with ice and stir a few times. In another (cold) glass, add a teaspoon of absinthe (you could substitute Pernod here--we used Kübler Verte Suisse, which could take the chrome off a bumper.) Swirl to coat the inside of the glass completely; dump out the remaining liquid. Strain the cocktail from glass one into glass two. Add a lemon twist. Enjoy responsibly--this one's potent!See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

Today's interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, why complaints are a key way to help you keep your customers, the different type of complainers that exist and how to deal with them. This interview follows on from my recent interview – Predictive analytics and solving the problem of silent customer churn – Interview with Anil Kaul of Absolutdata – and is number 170 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Christina Prevett // #LeadershipThursday // www.ptonice.com 

The cost of a mishandled complaint can cost you thousands in lost revenue. And then there is a cost of damage control and reputation management. Angela Brown, The House Cleaning Guru says take responsibility for your actions. If customer satisfaction is the question accept responsibility and do a re-clean or offer a refund. If you break an item while house cleaning offer to fix it, or offer to pay for a replacement. The cost of a mishandled complaint is an angry customer who is social media savvy. And when customers are angry it magnifies complaints. Today's Ask a House Cleaner sponsors are Savvy Cleaner (Training for house cleaners and maids.) And Savvy Perks (an affordable benefits program for cleaning business owners and their cleaning staff. #Responsibility #SavvyPerks #AngelaBrown *** HOW DID WE DO? (Help us improve) *** Do you like Kristin’s editing of this video? https://savvycleaner.com/reviews/kristin-o Do you like Angela’s delivery of this video? https://savvycleaner.com/reviews/angela-brown *** MOST REQUESTED LIST OF CLEANING STUFF I USE *** https://www.Amazon.com/shop/AngelaBrown *** MORE VIDEOS ON THIS TOPIC *** 5 Step Process for Handling Complaints - Shep Hyken: Customer Service & CX Expert - https://youtu.be/gLRIW64ZcOo How to Handle Customer Complaints Like A Pro - Valuetainment - https://youtu.be/kx7-S9jvVXM I Was Seduced by Exceptional Customer Service | John Boccuzzi, Jr. | TEDx Talks - https://youtu.be/GH1TXfQSwUQ How to Provide Extraordinary Customer Service: The Fred Factor - Mark Sanborn Official Booking Site - https://youtu.be/4GKQ9kTnSg4 What is customer service? The 7 Essentials to Excellent Customer Service - David Brownlee - https://youtu.be/tn0veQ7_stI *** GOOD KARMA RESOURCES FROM THIS EPISODE *** These good karma links connect you to Amazon.com and affiliated sites that offer products or services that relate to today’s show. When you click on the links and buy the items you pay the exact same prices or less than if you found the links on your own elsewhere. The difference is that we make a small commission here at the show for sharing these links with you. So, you create good karma by supporting 8 families who work on this show. Hug Your Haters: How to Embrace Complaints and Keep Your Customers - https://amzn.to/2RnNxIO WTF?! (Willing to Fail): How Failure Can Be Your Key to Success - https://amzn.to/2Pdgg0m The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service - https://amzn.to/2DOdDfY Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills - https://amzn.to/34RnxJM Raving Fans: A Revolutionary Approach to Customer Service - https://amzn.to/2YgrCot *** CONNECT WITH ANGELA ON SOCIAL MEDIA *** LinkedIn: https://www.linkedin.com/in/savvycleaner/ Facebook: https://Facebook.com/SavvyCleaner Twitter: https://Twitter.com/SavvyCleane Instagram: https://Instagram.com/SavvyCleaner Pinterest: https://Pinterest.com/SavvyCleaner *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** HOUSE CLEANING TIPS VAULT *** (DELIVERED VIA EMAIL) - https://savvycleaner.com/tips   *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and Advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. Cleaning company expansion help. Time-saving Hacks for DIY cleaners and more. Hosted by Angela Brown, 25-year house cleaning expert and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com HOUSECLEANING360.COM – Connecting House Cleaners with Homeowners – https://housecleaning360.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com

About the guest:  Angela Ferrari is an artist and children's book author/ illustrator based in Portland, Maine. She is the creator and host of the Story Spectacular podcast.   Angela grew up in the mountains of western Maine. Living in a rural setting, she developed a talent for finding creative ways to play and captivate her imagination.  After graduating with a BA in studio art from the University of Maine, Angela moved to Portland. She was accepted into the Assets for Artists program, which focuses on business finance for creative entrepreneurs. After completing the required training, Angela received matching grant funds for working capital. She then became a successful painter.  She has since expanded her artistic endeavors, writing and illustrating five children's books: Digger's Daily Routine, An Extraordinary Book, What Do You See?, The Shape Escape, and Lawrence the Lighthouse. Angela has also launched Story Spectacular, a children's story podcast that features original stories and classic retellings.     In the episode:      2:17 – Angela shares how she decided to expand her creativity by transitioning from a landscape painter to a children's book author and illustrator.   3:33 – After deciding to self'publish, Angela shares how she founded her podcast, Story Spectacular, to self'promote.   5:53 – Angela shares that she would have placed more of a focus on marketing if she had it to do over again.   8:42 – Rather than looking at other podcasters as competition, Angela shares how she collaborates with other podcasters.   9:53 – Angela shares how she has overcome nervousness during podcast interviews with dance.   12:11 – Nancy and Angela discuss the quirky turkey and how it connects to content marketing.   19:22 – Nancy tells a story about getting tuxedos at Ferrari Brothers.   20:38 – Angela shares how she uses social media to connect and share content to help others.   22:56 – Angela measures success by hearing from her listeners and how they connect to her characters.   25:52 – Angela talks about how she gets parents to post about her storytelling events on social media but that it is the in'person connection that creates a lasting memory.  29:13 – Through her network, Angela learns new things and does the work that she cares most about.   31:44 – One of Angela's most valuable tools is YouTube, enabling her to learn new skills.   32:52 – Angela shares her one piece of advice for career success.   34:17 – Angela challenges listeners to create, create, create.     Quote:          "I feel like you have to not just hit the pavement, but hit the keyboard. So, I've tried to find ways where I can do both at the same time.” —  Angela Ferrari, Children's Book Author/Illustrator/Podcaster at Story Spectacular            Links:         Website: storyspectacular.com  Podcast: Story Spectacular   Adventures of Baby Foodie   Lawrence the Lighthouse  Lithgow Library   Hug Your Haters by Jay Baer  Portland Pod  Malcolm Gladwell     Looking to connect:          Email: angela@storyspectacular.com   LinkedIn:  www.linkedin.com/in/angela'ferrari'13690a132/   Twitter: @storytacular  Facebook: www.facebook.com/groups/storyspectacular/  Instagram: www.instagram.com/storytacular/ 

Customer service should be the backbone of your business. If you take the time to properly address your buyer’s concerns, the return is amazing. Carlos shares with you his personal email templates for responding to customer service concerns and how he turned a customer complaint into a new revenue stream. How many times have you had someone indicate they received something other than what they ordered? Did they receive less than ordered? How did you feel when this happened? Carlos shares his initial response to these situations and why responding with anger or upset simply results in unsatisfied customers.  His response now is full of the “wow” factor needed to win that customer over. Never doubt that going the extra mile for someone who is willing to part with their money for their product will result in a return on investment. Carlos shares his exact templates for responding to customer complaints and why they have bolstered his business. He also dives into the review manipulation issues that some have been facing. Rather than asking for a re-review, consider simply knocking their socks off so that word of mouth works in your favor. Customer service is truly the foundation upon which a strong business is built. Learn how you can ramp up your customer service skills to turn the worst buyer into an avid fan!   In This Episode: [00:34] Learn how Carlos initially responded to Amazon customer service issues. [02:17] Carlos discusses the pros and cons of debating customer service issues with buyers. [03:44] Hear two examples of Carlos’s experiences with customer service problems and his responses. [05:10] Before hearing his response, please note that a timely response is the most important factor.  [05:52] Carlos shares one of his canned responses to buyers experiencing an issue with the number of units received. [09:56] Learn why the follow-up email is critical and what to include. [11:33] What has Carlos changed in his follow up emails regarding Amazon reviews?  [13:32] Carlos shares another example of a customer service issue that involves an influencer of sorts. [16:46] Why customer service can be a revenue stream in your business.   Links and Resources: Wizards of Amazon Wizards of Amazon Courses Wizards of Amazon Meetup Text “Amazon” to 69922 Wizards of Amazon on Facebook Wizards of Amazon on Instagram Wizards of Amazon on LinkedIn Wizards of Amazon on Twitter Hug Your Haters by Jay Baer Grab Carlos’s customer service templates! - Send a message on Instagram requesting them.

As empresas ainda confundem um pouco o digital com o digitalizado. Não é uma questão de estar na versão online dos veículos impressos. É uma questão de realmente entrar no mundo digital, onde a comunicação é naturalmente de mão dupla. Apresentação: Cassio Politi. Convidado: Vinícius Cordoni.Site da agência Vinícius Cordoni: https://viniciuscordoni.com/.Dica de livro "Hug Your Haters", do Jay Baer, disponível para compra na Amazon: https://www.amazon.com.br/dp/B00Z8VTP5M/ref=dp-kindle-redirect?_encoding=UTF8&btkr=1. Para participar do grupo do Comunique-se no WhatsApp, o link é este: https://chat.whatsapp.com/HXXid2XK9mp3cuzf8sDZIc.

As empresas ainda confundem um pouco o digital com o digitalizado. Não é uma questão de estar na versão online dos veículos impressos. É uma questão de realmente entrar no mundo digital, onde a comunicação é naturalmente de mão dupla. Apresentação: Cassio Politi. Convidado: Vinícius Cordoni.Site da agência Vinícius Cordoni: https://viniciuscordoni.com/.Dica de livro "Hug Your Haters", do Jay Baer, disponível para compra na Amazon: https://www.amazon.com.br/dp/B00Z8VTP5M/ref=dp-kindle-redirect?_encoding=UTF8&btkr=1. Para participar do grupo do Comunique-se no WhatsApp, o link é este: https://chat.whatsapp.com/HXXid2XK9mp3cuzf8sDZIc.

How do you get people talking about your business? We all know that word of mouth is the most effective and cheapest form of marketing, and that if we had word of mouth, we wouldn’t need to spend as much on advertising, but most of us simply don’t know how to go about getting word of mouth in a systematic way. We just provide our products and services and hope that people will talk about it. But what if there was a system or a formula we could use that could sustain-ably and repeatedly generate buzz and get our customers talking about our business in a positive way? Jay Baer and his co-author Daniel Lemin decided to do a lot of research and craft a method for generating word of mouth that’s scale-able and repeatable, and they’ve divulged these secrets in their book, Talk Triggers. Jay is a business consultant, he’s a founder of Convince & Convert and sought after keynote speaker, he’s highly respected in the fields a digital marketing and customer service, and he is also the host of a popular social media marketing podcast called Social Pros. I listen to it religiously. I really recommend it. He’s also a New York Times bestselling author of six books, including Utility and Hug Your Haters, and his latest book, Talk Triggers. Talk Triggers is a comprehensive, but not a dense read and it contains a lot advice about how to generate word of mouth for your company or organization. It’s rife with case studies and interesting examples interspersed with humor and, at times, even heartwarming stories. This book doesn’t simply inspire you with some high level motivation or fluff. Talk Triggers actually breaks the concepts down and provides a step-by-step road-map for implementing the ideas. To read the full interview transcript click here: https://zgotkin.wordpress.com/2019/09/04/talking-talk-triggers-with-jay-baer/

SHOW NOTES Lauren Teague has never written a business book, never given a keynote speech to thousands, and has never shot even par on the golf course (but she was one-under through 9 holes, once). She is an emoji queen (but likes Bitmoji better). She tweets, snaps, posts and “goes live” on the regular, mostly so she can help others do the same. She speaks Millennial, and can translate it too. When she’s not on stage, or presenting workshops, or helping clients create social media strategies, she is literally a mini-van driving soccer mom of three kids ages five, three and one. Lauren lives just outside the Portland, Oregon suburbs, because her husband hates traffic, and she works from home for Jay Baer and Convince & Convert because she hates long commutes (unless they are by airplane). Lauren (wo)manned @PGATOUR social media for seven seasons, including the fateful instances of everything that happened to Tiger Woods between 2008 and 2014; Dustin Johnson’s #WhatBunker fiasco at the 2010 PGA Championship, and the American team’s domination of the President’s Cup (2009, 2011, 2013). She once got an earful from Phil Mickelson regarding his true feelings about social media, yet he too finally gave in and joined Twitter this past year. Lauren produced an outdoor festival for hundreds of people during the 2017 National Solar Eclipse while 35 weeks pregnant, and then missed most of the actual eclipse because her son was scared of the dark. Lauren Teague would really really like to help you with content, marketing and social media strategy, but honestly she’d rather go golfing. SHOW DETAILS Running time: 56:12 Subscribe on iTunes and leave us a review! SHAREABLES What’s One Book Everyone Should Read? Hug Your Haters by Jay Baer What’s Your Favorite Podcast? Up First by NPR App Everyone Should Download Facetime or Whatsapp Most Important Skill of the Future Tolerance If You Could Have One Superpower Aparation/Teleportation One Thing Everyone Should Do Today If Twitter, reach out to someone publicly. If not on Twitter, write someone you know and write them a note, call them or text them something meaningful. CONNECT WITH LAUREN Website/Blog: http://www.laurenteague.com Podcast: http://www.mombuns.life Twitter: @LaurenTTeague Instagram: http://instagram.com/LaurenTTeague Linkedin: http://linkedin.com/in/teaguelauren CONNECT WITH JEFF Email Jeff @JGibbard on Twitter Jeff on Linkedin (make sure to introduce yourself) Jeff’s Website SHAREABLE LINKS Hire Jeff: Book Jeff as a Speaker Hire Jeff’s Agency Be Part of the Show: Call us: (551) 257-4273 Support The Show: Sponsor an episode, Buy Books From Our List, Donate/Add to the Tip Jar, Buy From Our Affiliates, Learn how to give us money for free (really!) Learn from our guests: See the Shareables Subscribe on:

Today's episode features a man with an interesting perspective on dealing with critics and unsatisfied customers! Jay Baer is a Certified Speaking Professional, renowned business strategist, best-selling author, and consultant who focuses his clients towards using technology as an advantage in marketing and customer service.   In This Episode, You'll Learn…   Customer acquisition vs customer retention How the customer service environment has changed with technology Benefits of answering EVERY customer complaint The money is in the audience Great examples if the “Hug Your Haters” philosophy Jay's book: “Hug Your Haters”   Links and Resources Mentioned in This Episode   Jay's Website Hug Your Haters Convince and Convert Website   Sound Effects Credits:   - Music Box (https://freesound.org/people/terminal/sounds/22685/)

Jay Baer, New York Times bestselling author, marketing consult, and customer service guru, joins us in today's episode of The GSD Show. We talk all about how he turns customers into volunteer marketers to grow your business, and how his unique approach to “haters” actually moves his efforts forward. -- Read the show: https://www.loudrumor.com/the-gsd-show/ Facebook: https://www.facebook.com/GSDshow/ Twitter: https://twitter.com/GSD_Show Instagram: https://www.instagram.com/gsd_show/

Welcome to episode #560 of Six Pixels Of Separation - The Mirum Podcast.  Here it is: Six Pixels Of Separation - The Mirum Podcast - Episode #560 - Host: Mitch Joel. Beyond the fact that I enjoy the vast amount of time that I get to personally spend with Tom Webster, he also happens to be one of the smartest (and most sarcastic) brains that I know (and love). He has spent well over two decades telling stories with numbers about consumer behaviour and media as the VP of Strategy at Edison Research (the company that provides all of the exit polling data for the networks during the U.S. elections and primaries). At Edison, he's also one of leads behind their long-standing, The Infinite Dial report, which is the longest-running research series examining consumer usage of digital and traditional media in America. Their 2017 report had some massive shifts, that make for a fascinating chat about the current state of media and future opportunities. With that, Tom is also the co-author of The Mobile Commerce Revolution, with Tim Hayden, and directed the research behind Jay Baer's bestselling business book, Hug Your Haters. If that were not enough, he blogs at Brand Savant and has a long-standing podcast that he co-hosts with Mark W. Schaefer called, The Marketing Companion. Enjoy the conversation... Running time: 1:01:57. 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. CTRL ALT Delete is now available too! Here is my conversation with Tom Webster. The Infinite Dial. Edison Research. Brand Savant. The Marketing Companion. The Mobile Commerce Revolution. Follow Tom on Twitter. This week's music: David Usher 'St. Lawrence River'. Download the Podcast here: Six Pixels Of Separation - The Mirum Podcast - Episode #560 - Host: Mitch Joel. Tags: advertising advertising podcast audio blog blogging brand brand savant branding business blog business book business podcast business thinker consumer behaviour david usher digital marketing digital marketing agency digital marketing blog digital media edison research facebook google hug your haters itunes j walter thompson jay baer jwt leadership podcast management podcast mark schaefer mark w schaefer marketing marketing blog marketing podcast marketing strategy media mirum mirum agency mirum agency blog mirum blog mirum podcast social media strategy the infinite dial the infinite dial 2017 the marketing companion the marketing companion podcast the mobile commerce revolution tim hayden tom webster traditional media twitter wpp

Guest Jay Baer, to most, needs no introduction.  We know he helps business people fundamentally rethink their approach to marketing and customer service, helping them gain more customers and keep those they've already earned. Jay and Matt talk about Jay's book"Hug Your Haters"  Jay Baer is: An experienced pro, having given hundreds of insightful, humorous presentations world-wide to audiences as large as 10,000 A renowned business strategist A popular emcee and event host A New York Times best-selling author of five books An advisor to more than 700 companies since 1994, including Caterpillar, Nike, The United Nations and 32 of the FORTUNE 500 An entrepreneurial success story, having started five multi-million dollar businesses from scratch 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 A media brand. Jay's Convince & Convert Media division runs the world's #1 content marketing blog, multiple podcasts, and many other education resources for business owners and executives An active venture capitalist and technology advisor, as well as an avid tequila collector The world's most retweeted person by digital marketers The world's #2 most retweeted person by B2B marketers A go-to source for the press including NPR USA Today,Time, Real Simple, CBC Host of the popular Social Pros podcast, named the best marketing podcast in the 2015 Content Marketing Awards

Welcome to episode #507 of Six Pixels Of Separation - The Mirum Podcast.  Here it is: Six Pixels Of Separation - The Mirum Podcast - Episode #507 - Host: Mitch Joel. It's always a pleasure to welcome Jay Baer back to the show. We don't always agree, but we both do love marketing in this modern age. Jay is back with a brand new book called, Hug Your Haters. The book is being described as a modern day approach to customer service. Jay says that customer service is the new marketing (a point we debate on this episode). Jay's last business book was Youtility. And, as if that weren't enough, he turned his blog, Convince And Convert into a major publishing platform that features multiple voices along with ton of fascinating podcasts and more. His first book, The Now Revolution (which he co-wrote with Amber Naslund), also broke ground when it was first released. Enjoy the conversation... Running time: 52:53. 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. CTRL ALT Delete is now available too! Here is my conversation with Jay Baer. Convince And Convert. Hug Your Haters. Youtility. The Now Revolution. Follow Jay on Twitter. This week's music: David Usher 'St. Lawrence River'. Get David's song for free here: Artists For Amnesty. Download the Podcast here: Six Pixels Of Separation - The Mirum Podcast - Episode #507 - Host: Mitch Joel. Tags: advertising podcast amber naslund audio blog blogging brand business blog business book business podcast convince and convert convince and convert podcast david usher digital marketing digital marketing agency digital marketing blog facebook google hug your haters itunes j walter thompson jay baer jwt leadership podcast management podcast marketing marketing blog marketing podcast mirum mirum agency mirum agency blog mirum blog the now revolution twitter wpp youtility

Jay Baer shares tips about getting and keeping more customers, his new book Hug Your Haters, and giving amazing talks.

Episode 15 of Livestream Stars with Ross Brand of Livestream Universe. Subscribe to the podcast: https://rossbrandrecordings.com/ (https://rossbrandrecordings.com). Jay Baer is the President of http://convinceandconvert.com/ (Convince & Convert), where he runs the number 1 content marketing blog, hosts multiple award-winning podcasts (including Social Pros, named best marketing podcast in the 2015 Content Marketing Awards) and helps Fortune 500 companies with marketing, customer service and technology solutions. The world's most Retweeted digital marketer, Jay is the author of 5 books, including the New York Times best-seller Youtility. He recently released the new book, http://hugyourhaters.com/ (Hug Your Haters: How to Embrace Complaints and Keep Your Customers), billed as “the first modern book on customer service.” Jay is a world-renowned keynote speaker at top conferences and corporations, delivering more than 50 keynotes annually. He is a venture capitalist, an advisor to several social media and content marketing startups and the creator of 5 multimillion dollar companies. Jay was named one of America's top social media consultants by Fast Company. Show TopicsThe perception gap: 80% of companies believe they provide exceptional customer service; only 8% of their customers agree. Why does customer service typically receive less attention than sales and marketing when small increases in customer retention can have a big impact on revenue? The gap between what companies spend annually on marketing ($500 billion) and customer service ($9 billion) How to create a customer service culture How HR can apply the same customer service mindset internally to employee concerns as employee retention is cheaper than recruiting replacements 71% of customer complaints on social media take place on Facebook Why you should not respond more than twice publicly to a customer on social media Benefits of livestreaming vs podcasting How Blab can be used for customer acquisition and new customer onboarding Monetization strategies for Blab

What do you do when someone attacks your brand? You Hug Your Haters, says Jay Baer. Key insights on customer service and how to make lifelong fans of your brand. ThinkLikeAJournalist.com See the show notes.

Jay Baer (@JayBaer), author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers, shows us why we should strive to understand our haters and communicate with them instead of getting defensive or -- worse -- ignoring them altogether."When you answer your critics in public, they never see it coming. You can blow their minds and steal their hearts." -Jay BaerThe Cheat Sheet:Customer retention should take precedence over acquiring new customers in any business, yet marketing budgets overwhelmingly exceed customer service budgets across all industries. Why?Thanks to social media, customer complaints are more public than ever. A smart company will see this as an opportunity for customer engagement and satisfaction rather than a setback.80 percent of businesses say they deliver superior customer service. Eight percent of their customers agree.The Rule of Two: never interact with someone online more than twice. If they love you, there's no need to answer more than twice. If they hate you, there's no need to answer more than twice.Learn to harness The Hatrix and identify the two types of haters -- onstage haters and offstage haters -- and understand what they ultimately want (and how you can win them over).And so much more...Show notes at http://theartofcharm.com/podcast-episodes/jay-baer-hug-your-haters-episode-491/HELP US SPREAD THE WORD!If you dig the show, please subscribe in iTunes and write us a review! This is what helps us stand out from the crowd and help people find the credible advice they need.Review the show in iTunes! We rely on it! http://www.theartofcharm.com/mobilereviewStay Charming!

In this episode of The Joel Comm Show recorded live on Blab.im, Joel interviews marketing specialist Jay Baer. Together, they discuss customer service and Jay's new book, Hug Your Haters. Featuring the top five reasons to hug your haters, this episode is packed with useful information, an inception-like moment where Joel and Jay streamed live on Periscope during the broadcast and a number of questions from the live audience. For more from Jay Baer, visit www.HugYourHaters.comSee omnystudio.com/listener for privacy information.