Hug Your Haters: How to 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 brand-new, proprietary research into why and where your customers complain.Find out why you need to hug your haters and embrace their complaints. Jay will teach you how to keep those customers and grow your business.
Youtility: Why Smart Marketing is About Help not Hype
If you’re wondering how to make your company seem more exciting, you’re asking the wrong question. You’re not competing for attention only against other similar products. You’re competing against your customers’ friends and family and viral videos and cute puppies. To win attention, you must ask a different question… “How can I help?”
Talk Triggers: Turn Your Customers Into Volunteer Marketers
Word of mouth is responsible for as much as 50% of all purchases, yet almost nobody has an actual plan to generate it.
In this fast-paced, dynamic, modern presentation Jay Baer presents you with a simple, yet critical choice: do you want to be the same, or do you want to be different?
Same is lame. We ignore average, but we discuss different. When you offer a differentiated, talkable customer experience, it compels conversation. And when customers talk, they recruit new customers…for free.
With hilarious and poignant storytelling, Jay teaches the 4 things that must be true for a differentiator to be a Talk Trigger; the 5 types of word-of-mouth generating Talk Triggers; and the 6-step process for creating Talk Triggers in any organization.
This powerful presentation creates real change among attendees, helping them to vastly improve their marketing, and customer acquisition approach.
Emcee and Event Host
Jay Baer, CSP has spent 24 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 digital marketing advice and online customer service advice and counsel to some of the world’s most important brands.
His new book, Hug Your Haters, is the world’s first modern customer service manual, showing how companies large and small can benefit from the enormous increase in online complaints and customer feedback.
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 expectation 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 2015’s best marketing podcast by the Content Marketing Awards.
A fixture in social media, Jay is the most retweeted person in the world among digital marketers, and the second most retweeted person in the world among B2B marketers. He is also an active venture capitalist, and is an investor or advisor to 25 early stage technology and social media companies.
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.