About Jay Baer
Jay Baer, CSP has spent 23 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 32 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 like The United Nations, Allstate, Cisco, and Cabela’s.
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 65 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 15 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, and travels from Indianapolis to speaking opportunities world-wide.
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 The Science of Complaints – why and where your customers complain, and how to turn customer service into a marketing advantage.
Turn Your Customers Into Volunteer Marketers
Customer experience is how you make your customers feel.
Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you.
In this fast-paced, timely, dynamic presentation Jay teaches his customer experience excellence framework, showcasing how any business can turn customers into advocates.
With hilarious and poignant storytelling, Jay teaches attendees the three primary ways to use customer experience to trigger word-of-mouth, illustrates mistakes to avoid, and inspires audiences to put new strategies into practice immediately.
Why Smart Marketing is About Help not Hype
Your customers’ expectations are going up and up and up. That’s scary, yes. But it is also the single greatest business opportunity since electricity. Look past the “old ways” of marketing. Look past the old ways of customer service, and what you find is a once in a lifetime opportunity to massively propel your business forward in ways that were unthinkable just a few years ago.
The key to breaking through customer cynicism and competitor messaging clutter isn’t shouting louder, it’s becoming truly, massively relevant.
Relevancy is the coin of the realm, and you’ll find out how to out-relevance your competition in dynamic, hilarious, thought-provoking presentation.
Align Your Sales and Marketing to Achieve Hyper-Growth and Happy Teams
Aligned sales and marketing teams achieve 19% faster revenue growth and 15% more profitability. But how do you actually do it? This fast-paced presentation filled with current examples will have you rethinking the roles of marketing and sales.
You’ll learn practical ways to better integrate sales and marketing to drive growth and improve customer satisfaction. This session will also cover digital and social selling, and how it adds value to the customer buying journey.
“There are some speakers that are great on stage, some that have amazing and relevant content, a very small handful who actually share something that will shift our entire business strategy, and very very few who impress me as having all the above – Jay is that guy.”
– Rory Vaden, World Champion Public Speaker