Jay Baer, CSP (certified speaking professional) is the world’s most retweeted person among digital marketers.

He is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books including Hug Your Haters.

Jay has advised more than 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500.

He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service.

His Convince & Convert Media division owns the world’s #1 content marketing blog, the world’s top marketing podcast, and many other education resources for business owners and executives.

Episode Timeline

• 00:50 – Introducing this weeks show
• 03:45 – Meeting Jay Baer
• 04:54 – Have you faced any hurdles on your road to success?
• 05:59 – Tell us about Convince and Convert
• 08:37 – Where does the fitness industry fit in the Convince and Convert world?
• 09:44 – Do you have a favorite book you have written?
• 10:50 – 3 key points from the book:  Youtility
• 14:31 – Where did you come up with the name – Hug your haters?
• 16:47 – What does it mean – complainers present an opportunity for us
• 18:38 – What are the two types of ‘haters’?
• 23:10 – The Social Pros podcast
• 24:17 – Advice from Jay on handling complaints
• 27:32 – Top 3 tips for strengthening your business
• 30:16 – Quick Fire Five with Susan Fowler
• 33:04 – Top Take-aways from this weeks show

Top Tips From The Show

1. If you SELL something you can create a customer today, but if you HELP someone, you can create a customer for life.
2. When you answer someones complaint, it takes a bad situation and makes it better – but if you don’t answer someones complaint it takes a bad situation and makes it worse. Jay’s advice is you must answer everybody!
3. No response is a response – that says ‘we don’t care’.
4. Answer every complaint, in every channel, every time.

Inspirational Quotes From The Experts

If you SELL something you can create a customer today, but if you HELP someone, you can create a customer for life – Jay Baer

Answer every complaint, in every channel, every time – Jay Baer

Resources Our Experts Shared In The Show

Jay Baer
Website
Twitter
The Social Pros Podcast
Hug Your Haters

Book Recommended by Susan Fowler
Man’s Search for Meaning

Show Sponsors
Active Management
Tribe Team Training

Flashback Show
Show 47 – Mo Hagan

Tweetables – Share The Experts Knowledge To #STRENGTHEN

Share Your Thoughts

Tell us your #1 Takeaway from this show or what success you have had from implementing an idea you heard here! Comment below and you could win a 3 minute interview on the Fitness Business Podcast!

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