Jay Baer

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.

Customer expectations never move backwards. They want it right, and they want it right now. And given that customer experience is at least as important as price in most scenarios, getting those interactions perfect has a big impact on your success.

But you can’t magically get better at every component of customer experience. However, you CAN get better at the ingredients that matter most.

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

You Will Learn:

• Why customer experience is the fastest route to growth
• When customer experience stops and customer service stops
• The 3 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 use to determine the perfect responsiveness (The Right Now) in any customer interaction.
• Specific, concrete plans you can use to determine the perfect responsiveness (The Right Now) in any customer interaction.

Don’t Attack Your Customers’ Castle, Get an Invitation to Go Inside Total marketing messages increased 40% last year. To protect their attention, audiences’ are stashing it away inside a castle.

You cannot breach this castle by creating even MORE messages. But you can exceed your communication goals IF you convince your audiences to lower a drawbridge and invite you in.

To win with content in today’s world, you have to fundamentally realign your thinking and your expectations, and make CERTAIN your communication passes the three tests required for success.

These tests are called the “Three Drawbridges.” Your customers constantly have their hands on the levers, deciding when and whether to lower the bridges and let you in to their hearts, minds, and wallets.

This fast-paced and funny presentation will entertain and inspire. Filled with real-world examples!

Audiences Will:

• Learn how the pandemic changed B2B and B2C customer expectations and desires
• Discover why content and communications success isn’t found inside a technology platform
• Understand how “radical relevance” offers the key to customer hearts and minds
• Learn about the 3 Drawbridges of radical relevancy that will increase sales
• Be entertained and inspired by a minimum of 9 relevant, customized (and often hilarious) examples and case studies

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.

Audiences Will:

• 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)
• Be entertained and inspired by a minimum of 9 relevant, customized (and often hilarious) examples and case studies

Hall of Fame keynote speaker Jay Baer is also an in-demand emcee for complex, multi-day events, and has hosted events for IBM, Oracle and many other major brands for audiences as large as 15,000 attendees.

Because Jay and his team have created more than one hundred virtual events, Jay often works with meeting planners to plan, promote, and produce events that are shifting online. Jay helps with run-of-show, tech platform selection, speaker coaching, interactive elements, marketing, and more.

As an emcee, 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.