Jay Baer is a renowned business strategist, a New York Times best-selling author of five books, and the world’s most retweeted person amount digital marketers. His programs help organizations everywhere rethink their approach to marketing and customer service, helping them gain more customers and keep those they’ve already earned. Jay customizes each presentation by including relevant and targeted examples, oftentimes from people in the room!
Today’s speaker spotlight is on Jay Baer and we are thrilled to share his interview:
How can a company benefit from your presentations?
Jay: I help companies clone their customers. I combine 25 years of experience, advising 700 brands and nearly 40 FORTUNE 500 firms, with day-to-day knowledge of the real-time changes in customer expectation and technology. I identify the marketing, customer service, and customer experience shifts that create winners and losers within industries; translate those shifts to actions; and then give the success recipe away, one audience at a time.
I do this with hyper-relevant examples, a big dose of humor, a hopeful message, and a crazy plaid suit. It’s why meeting planners call me “the world’s most inspirational marketing and customer service keynote speaker”.
Why is it so important for organizations to align their sales and marketing teams?
Jay: Results, plain and simple. Aligned sales and marketing teams (Smarketing rules!) increase revenue at rates that far exceed companies that are not aligned. If you just showed up on this planet from another galaxy, or you just finished a 40-year stint in prison, and someone told you that the way most companies run is that one division focuses on marketing, and a whole separate group focuses on sales, you would think that structure to be ridiculous. Yet, it’s the norm. It doesn’t work, and it’s one of my missions to bring the sledgehammer that breaks down the walls between the two groups.
When a customer complaint is received, what is the best way to address it?
Jay: Answering a complaint (not necessarily solving the problem, just answering) increases customer advocacy by as much as 50%. Not answering a complaint decreases customer advocacy by as much as 25%. This is because no response IS a response; a response that says: “we don’t care about your dissatisfaction enough to even acknowledge it.” This is why I recommend answering every complaint, in every channel, every time.