Baer, Jay
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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.
Coveted Customer Experience: 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 your 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.
Talk Triggers: Turn Your Customers Into Your Ultimate Sales and Marketing Advantage
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.
3 Drawbridges: How to Cross Your Customers’ Moat of Attention
Today’s consumers are a wary bunch. After all, they’ve been through a lot. And approximately zero percent of customers are sitting quietly, secretly hoping for more brand-created content to be thrust upon them.
To win with content in today’s world, you have to fundamentally realign your thinking and your expectations. Instead of assuming your content will succeed, and trying to avoid mistakes that would cause failure, you now must assume your content will fail, and make CERTAIN you pass the three tests required for content lift-off.
These tests are called the “Three Drawbridges of Content Success.” Your customers constantly have their hands on the levers, deciding when and whether to drop the bridges and let you in to their hearts, minds, and wallets.
This fast-paced and funny presentation will entertain you, inspire you, and scare you. Before this session ends, you’ll be scheduling a team meeting to rework your content marketing strategic plan!
Hug Your Haters: Embrace Complaints and Keep Your Customers
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.
4 Ways to Win: How Small Businesses Can Outflank the Big Guys and Thrive
The big guys have more money. They have more awareness. They have more technology. But small businesses can still win and grow if they stop trying to copy the big guys, and instead double-down on an intimate approach to customer experiences.
In this timely and vital presentation, Jay demonstrates the four ways small businesses can clearly differentiate from large competitors, and how those distinctions can be used to attract more customers than ever.
Jay will change the way you think about customer experience, customer service, personalization, and marketing.
Testimonials
“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
“Jay is a powerful presenter. He not only positively affected our members, but as a result of his presentation, our own organization completely changed our approach to marketing.”
– Bill Eckstrom, President of Ecsell Institute
“Jay prepares vigorously, reviewing presentations of all main stage speakers with event organizers beforehand, but remains largely unscripted, to be able to connect the thematic dots on-the-fly.
