Summary: Jay Baer is a marketing and customer experience expert, global keynote speaker, the New York Times bestselling author of five books, a technology investor, and the most retweeted person in the world among digital marketers. He and his consulting firm, Convince & Convert, advise some of the most iconic brands and organizations in the world, including The United Nations, Oracle, SAP, and Cabela's. He is also a contributor to Inc., Entrepreneur, and Forbes. His Convince & Convert Media division produces the world's #1 content marketing blog, and Jay's Social Pros podcast was recently named best marketing podcast by the Content Marketing Awards.<br> <br> Today, we talk to Jay about his new book, "Hug Your Haters", leading remote teams, and keeping your marriage and family in tact when career requires travel.<br> <br> In This Episode, You'll Discover:<br> <br> • Why Customer service is the new marketing<br> • Details around the ‘Hatrix” from Jay's book, "Hug Your Haters"<br> • The difference between onstage and off-stage haters<br> • The difference between haters that want an answer vs those that want an audience<br> • Why customer service is a spectator sport<br> • Why you should never reply more than twice on a public forum<br> • The missing ingredients to customer service<br> • The power of empathy and humanity in yielding better customer outcomes<br> • The simple way to increase customer advocacy by over 30%<br> • Who the single most important customer you have are<br> • How the biggest opportunity today is to simply engage with people online<br> • Putting your content to the “mom test”<br> • Techniques for working with remote teams<br> • The secret of hiring for passion, training for skills<br> • Why you should avoid hiring those that require a lot of encouragement<br> • Ideas for mentoring employees to advance their own careers<br> • How leadership can dimensionalizing fears to change the impact of pressure<br> • Contending a career that requires extensive traveling<br> • The mentality of letting things play out<br> • Effective leadership like water inspires and empowers<br> • and more!
