Jay Baer

Speaking topics

Presentations listed below include in-person and virtual keynotes, as well as workshops, fireside chats, and other presentation formats.

• The Time to Win: Grow Your Business by Satisfying Customers’ Need for Speed

  How much are you willing to wait? If you’re like most of your customers, the answer is very little.

  Your customers are deciding to buy from you today (and every day) based on how fast you are (or aren’t). More than half of all customers have made a recent purchase from a business that responded first, even if they were more expensive — 2/3 of all customers say speed is as important as price.

  Technology can provide a tremendous competitive advantage as companies jockey to deliver “The Time to Win”, the perfect interval that exceeds customer expectations for responsiveness.

  In this dynamic new program from customer experience expert and researcher Jay Baer, you’ll learn what today’s customers think is fast and slow in each communication channel. And you’ll learn specific tools to get faster throughout the customer journey — increasing new customer attraction and current customer retention.

  Based on brand-new, proprietary research, this presentation will have you rethinking your own answer to the “how fast is fast enough?” question. And you’ll be inspired by powerful examples of businesses winning with speed.

  Key points in this program:

  • Why speed is the most important element of customer experience.
  • How long consumers will wait to hear back from a business.
  • How consumers feel when brands are faster (or slower) than they expect.
  • The huge connection between responsiveness and revenue.
  • Which generation is the most patient, and which is the least patient.
  • Specific, concrete plans you can use to determine the perfect responsiveness (The Right Now) in any customer interaction.

• Coveted Customer Experience: Grow Your Business by Focusing on Three 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.

  Audiences will learn:

  Why customer experience is the fastest route to growth.
  When customer experience stops and customer service stops.
  The three 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 put into practice tomorrow that will create a customer experience worth coveting, that produces big results.
  Audiences will also be entertained and inspired by a minimum of nine relevant, customized (and often hilarious) examples and case studies.

• Talk Triggers: 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.

• Three Drawbridges: How to Cross Your Customers’ Moat of Attention

  Don’t attack your customers’ castles, get an invitation to go inside. 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 re-align 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!

  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 three drawbridges of radical relevancy that will increase sales.
  • Be entertained and inspired by a minimum of nine relevant, customized (and often hilarious) examples and case studies.

• 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 The Science of Complaints – why and where your customers complain, and how to turn customer service into a marketing advantage.

• Virtual Emcee and Event Host

  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.

  He’s an expert interviewer, a hilarious, on-the-fly host, and a master weaver together of event themes and key concepts.