Jay Baer | Business Growth and Customer Experience Expert

Jay Baer

Business Growth and Customer Experience Expert

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Jay Baer
Biography

Jay Baer is a business growth and customer experience author, researcher, and advisor. 

A 7th-generation entrepreneur, Jay has written seven best-selling business books, and created six multi-million-dollar companies. He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. 

An inductee into the Professional Speakers Hall of Fame, Jay was also named as one of the world’s top 30 Global Gurus in both customer experience and marketing.

He founded the global strategy firm Convince & Convert. The firm received multiple Inc. 5000 designations, and Jay and his team provided winning ideas to leading brands in nearly every business category.

He co-created the Social Pros podcast, and hosted the show for 500+ episodes, twice winning "best marketing podcast" from the Content Marketing Awards.

Jay is also an active investor and works with dozens of startups as an advisor.

And in his spare time, he is the second most-popular tequila influencer and educator on the planet. His Tequila Jay Baer channels on Instagram and TikTok reach hundreds of thousands of fans weekly.

Jay Baer
Featured Videos

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Jay Baer
Featured Keynote Programs

The Time To Win
Grow Your Business by Exceeding Customers’ Need for Speed

How much are you willing to wait? If you’re like most of your customers, the answer is very little.

Your customers are deciding to buy from you today (and every day) based on how fast you are (or aren’t). More than half of all customers have made a recent purchase from a business that responded first, even if they were more expensive. And, 2/3 of all customers say speed is as important as price.

Technology can provide a tremendous competitive advantage as companies jockey to deliver The Time to Win: the perfect interval that exceeds customer expectations for responsiveness.

In this dynamic new program from CX expert and researcher Jay Baer, you’ll learn what today’s customers think is fast and slow in each communication channel. And you’ll learn specific tools to get faster throughout the customer journey – increasing new customer attraction, and current customer retention.

Based on brand-new, proprietary research, this presentation will have you rethinking your own answer to the “how fast is fast enough?” question. And you’ll be inspired by powerful examples of businesses winning with speed.

Key points in this program:

  • Why speed is the most important element of customer experience
  • How long consumers will wait to hear back from a business
  • How consumers feel when brands are faster (or slower) than they expect
  • The huge connection between responsiveness and revenue
  • Which generation is the most patient, and which is the least patient
  • Specific, concrete plans you can use to determine the perfect responsiveness (The Right Now) in any customer interaction
  • You’ll be entertained and inspired by relevant, customized (and often hilarious) examples and case studies

Coveted Customer Experience
How to Grow Your Business by Focusing on 3 Things Your Customers Truly Care About

You’ve heard it before. Over and over, in fact. “Improve your customer service.” “Optimize the customer experience.” But what does that even mean?

Today, when intersection points with your customers may number in the dozens (or even hundreds), tackling customer service or customer experience holistically is impossible. 

You can’t magically get better at every customer touch point... but you CAN get better at the three touch points that matter. 

Coveted Customer Experience is a fast-paced, dynamic, inspirational, and hilarious presentation that shows you how to gain and keep more customers by improving on the three things that really matter to your customers. 

Key points in this program:

  • Why customer experience is the fastest route to growth 
  • When customer experience stops and customer service stops 
  • The three elements of your business that are non-negotiable for your customers, and where they’ll give you a pass 
  • What customers really expect from your business category, and how to exceed it (without spending a fortune) 
  • Specific, concrete plans you can put into practice tomorrow that will create a customer experience worth coveting, that produces big results 
  • Be entertained and inspired by relevant, customized (and often hilarious) examples and case studies

Talk Triggers
Turn Your Customers Into Your Ultimate Sales and Marketing Advantage

The best way to grow ANY business is for your customers to grow it for you. But that only occurs if you deliver a customer experience that creates conversations. 

Word of mouth influences 50% of all purchases, but we too often take this for granted. We just assume that our customers will talk about us. But they won’t, unless you give them a story to tell. 

In this hilarious and interactive presentation filled with examples and research, Jay Baer teaches audiences how to create a unique story for their business; a tale that will turn their customers into their most effective sales and marketing advantage. 

This powerful keynote creates real change among attendees. It alters the way they think about the intersection of customer experience, marketing, sales, and operations, yielding big growth and enhanced cooperation.

Key points in this program:

  • Learn how to grow your business with word of mouth 
  • Discover why customers talk and why they remain silent
  • Learn the definition of a Talk Trigger (an unconventional, operational choice that creates conversation) 
  • Discover the 4 Requirements of a Talk Trigger 
  • Learn the different types/categories of Talk Triggers 
  • Be entertained and inspired by relevant, customized (and often hilarious) examples and case studies

Hug Your Haters
Embrace Complaints and Keep Your Customers

Haters aren’t your problem … ignoring them is. 

If it feels like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, you’re right. But the rise of customer complaints is actually an enormous opportunity. 

In this eye-opening presentation, Jay reveals proprietary research into The Science of Complaints – why and where your customers complain, and how to turn customer service into a marketing advantage. 

80% of companies say they deliver exceptional customer service. 8% of their customers agree. Jay teaches the critical steps necessary to retain and delight customers in this disrupted era when customer service has become a spectator sport. 

Key points in this program:

  • Learn why customer expectations are rising faster than ever 
  • Discover the huge disconnect between what customers and companies think about service 
  • Learn the one, giant, recent shift that changed everything about customer service 
  • Discover why praise is the most overrated thing in business (and in life) 
  • Learn how to handle unhappy customers, online and offline 
  • Be entertained and inspired by relevant, customized (and often hilarious) examples and case studies

Jay Baer
Featured Books

The Time to Win: How to Exceed Your Customers' Need for Speedby Jay Baer

The Time to Win: How to Exceed Your Customers' Need for Speed

by Jay Baer

I recently launched a comprehensive, proprietary research study to measure the relationship between responsiveness and revenue. The key finding:

We care about time (and how we spend it) more than ever.

Speed has always been an important part of the customer experience. But the research suggests it’s now the single most important component.

Today, 2/3 of customers say that speed is as important as price.

If you give your customers time, they will give you money.

And if you cost your customers time, it will cost you money.

And that’s why, instead of writing a full-length book that asks you to devote five or more hours to it, I’ve created this concise mini-book.

This is truly The Time to Win. Business leaders have a massive opportunity to lean into speed and responsiveness throughout the customer journey, and use it as a competitive edge.

You’ve no doubt heard the adage: Good, Fast, Cheap – pick any two.

Today, you can decide whether you want to be fast and inexpensive, or fast and high quality. But being fast is not optional.

Because today, we interpret speed as caring, don’t we?

If a business or organization (or friend, spouse, colleague, or offspring) responds more rapidly, we interpret that as them caring more about us and our issue.

Which means that, in your business, if you can outperform your competition in responsiveness, you can gain and keep more customers than they do.

In this short, but meaty book, I give you the 6-piece Time to Win framework. It includes specific recommendations–with examples–for how, why, when, and where to optimize your responsiveness inside your organization.

I’ve trained thousands of busine

Talk Triggersby Jay Baer

Talk Triggers

by Jay Baer

Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin.

Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else.

Talk Triggers contains:
- Proprietary research into why and how customers talk
- More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses
- The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers)
- Surprises in the text that are (of course) word of mouth propellants

Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it.

Combining compelling stories, inspirational examples, and practical how-to, Talk Triggers is the first indispensable book about word of mouth. It's a book that will create conversation about the power of conversation.

Hug Your Hatersby Jay Baer

Hug Your Haters

by Jay Baer
Haters are not your problem. . . .
Ignoring them is.

Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.

The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics ("haters") can now express their displeasure faster and more pub­licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to "pick their spots" when choosing to answer criticisms.

Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten­sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ­ent motivations:

-Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest--phone, e-mail, and com­pany websites. Offstage haters don't care if any­one else finds out, as long as they get answers.
-Onstage haters. These people are often disap­pointed by a substandard interaction via tradi­tional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions--they want an audience to share their righteous indignation.

Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific play­books and formulas as well as a fold-out poster of "the Hatrix," which summarizes the best strate­gies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.

Whether you work for a mom-and-pop store or a global brand, you will have haters--and you can't afford to ignore them. Baer's insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.

The Now Revolutionby Jay Baer

The Now Revolution

by Jay Baer
The social web has changed the way we do business forever

The future of your company is not in measured, considered responses and carefully planned initiatives. Business today is about near-instantaneous response. About doing the best you can with extremely limited information. About every customer being a reporter, and every reporter being a customer. About winning and losing customers in real-time, every second of every day. About a monumental increase in the findable commentary about our companies.

Having the time and information required to make a considered business decision is a luxury - a luxury that's quickly facing extinction. Yet business hasn't adapted to this evolution. And adapt you must.

This book isn't about how to "do" social media. Instead, The Now Revolution outlines how you must retool your organization to make real-time business work for you rather than against you. Read about seven shifts that will help you make your company faster, smarter, and more social:

  • Engineer a New Bedrock
  • Find Talent You Can Trust
  • Organize your Armies
  • Answer the New Telephone
  • Emphasize Response-Ability
  • Build a Fire Extinguisher
  • Make a Calculator

The Now Revolution is pushing you to adapt the way you do business, from the inside out. It impacts your organization culturally, operationally, and functionally. This book is your guide to making the changes you need, and to harnessing the potential of this new communication era.

Jay Baer
Featured Reviews

Jay Baer
Featured Articles & Resources

Jay Baer - How to Create Word of Mouth

Social media expert Jay Baer explains talk triggers and gives his top examples.  Jay Baer started his own Internet media consulting and training company, Convince &...
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