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, best-selling author and renowned marketing and customer service speaker Jay Baer teaches his customer experience excellence framework, showcasing how any business can turn customers into advocates.

Using customer service, operational excellence, and small (yet memorable) differentiators, Jay’s customer experience formula is in use all over the world.

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.

Talk Triggers is a visceral, memorable program, and Jay has delivered it worldwide to B2B, B2C, government, small business, and corporate audiences.

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.

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.

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 today, you must ask a different question… “How can I help?”

Youtility will cause you to rethink everything you thought you knew about marketing. Filled with relevant examples, you’ll see why the Youtility system now powers the marketing programs of hundreds of major companies.

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.