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.

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.

Audiences will:

• Learn how to grow their business with word of mouth.
• Discover why customers talk, and why they remain silent.
• Learn the definition of a Talk Trigger (an unconventional, operational choice that creates conversation).
• Discover the four requirements of a Talk Trigger.
• Learn the different types/categories of Talk Triggers.
• Be entertained and inspired by a minimum of nice relevant, customized (and often hilarious) examples and case studies.

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.

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 Baer 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. Baer 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).
• Learn how to handle unhappy customers, online and offline.
• Be entertained and inspired by a minimum of nine 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.

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