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Mastering Customer Experience for Growth

Jay Baer

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Elevate your event with Hall of Fame keynote speaker Jay Baer, the guru of customer experience and marketing innovation.

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Unlock unparalleled business growth with Jay Baer, a Hall of Fame keynote speaker. His captivating programs, rich in real-world case studies, empower companies to harness customer experience, service, and marketing for their greatest advantage. As a trusted advisor to industry giants like Caterpillar, Nike, and IBM, Jay brings a wealth of strategic insights. Elevate your event with Jay's engaging talks and iconic plaid suits – customize his look with our unique app! Book Jay Baer today to revolutionize your path to success.

Reasons to book Jay Baer

  • Jay’s entrepreneurial success, founding five multimillion-dollar companies, underscores his mastery of business growth.
  • As the founder of Convince & Convert, Jay oversees the world’s top content marketing blog, offering unparalleled insights.
  • Jay delivers actionable strategies for turning customer experience, service, and marketing into your most potent growth assets.

Keynote Speaker Jay Baer is renowned for bringing that same sense of clarity and focus to the corporate world. He’s not just a motivational speaker; he’s a catalyst for change, a beacon of insight in the sea of business challenges. When you book Jay Baer for your event, you’re ensuring your audience experiences that same transformative effect.

Jay Baer’s expertise lies in teaching organizations how to leverage customer experience and marketing innovation for remarkable growth. He’s a Hall of Fame speaker, a New York Times bestselling author of six books, and the visionary founder of five multi-million-dollar companies. His programs are filled with real-world case studies, enabling your team to translate theory into tangible results.

Booking Jay Baer is your gateway to accessing the wisdom of a trusted advisor to iconic brands like Caterpillar, Nike, and IBM. His influence extends to 32 of the FORTUNE 500 companies, and his strategies have made a global impact, even reaching The United Nations.

But it’s not just about the accolades; it’s about the experience. Jay Baer’s engaging and entertaining presentations ensure your audience stays captivated. And yes, you can even customize his iconic plaid suit for your event through a unique app.

In a world where the business landscape is as chaotic as that busy airport, Jay Baer is the guiding light, offering clarity, direction, and a proven path to success. So, if you’re seeking a keynote speaker who delivers tangible results and an unforgettable experience, look no further. Book Jay Baer for your event and set your organization on the path to growth and innovation.

See keynotes with Jay Baer
Keynote by speaker Jay Baer

The Time to Win: Grow Your Business by Exceeding 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. And, 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 CX 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 custome
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.
  • You’ll be entertained and inspired by relevant, customized (and often hilarious) examples and case studies.
Keynote by speaker Jay Baer

Coveted Customer Experience: How to Grow Your Business by Focusing on 3 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 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.

Key points in this program:

  • 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.
  • Be entertained and inspired by relevant, customized (and often hilarious) examples and case studies.
Keynote by speaker Jay Baer

Talk Triggers: Turn Your Customers Into Your Ultimate Sales and Marketing Advantage

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.

Key points in this program:

  • Learn how to grow your 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 4 Requirements of a Talk Trigger.
  • Learn the different types/categories of Talk Triggers.
  • Be entertained and inspired by relevant, customized (and often hilarious) examples and case studies.
Keynote by speaker Jay Baer

Hug Your Haters: 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 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. Jay teaches the critical steps necessary to retain and delight customers in this disrupted era when customer service has become a spectator sport.

Key points in this program:

  • 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 relevant, customized (and often hilarious) examples and case studies.
Keynote by speaker Jay Baer

Three Drawbridges: How to Cross Your Customer’s Moat of Attention

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 realign 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!

Key points in this program:

  • Learn how the global 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 relevant, customized (and often hilarious) examples and case studies.
Jay Baer - video

Hug Your Haters by Jay Baer

Watch speaker Jay Baer in action

Jay Baer - video

Word of Mouth - Customer Experience by Jay Baer

Watch speaker Jay Baer in action

See keynotes with Jay Baer


Jay nailed it! In this day and age, manners have been lost and customer service is not a priority for many businesses. Jay hilariously demonstrates how important it is to "hug your haters" and respond to customer feedback, even if you can't fix it. You have to listen and you have to be empathetic. It's a lesson that applies not only to your business, but also to your own relationships. His stories and humor helped drive the message home and we look forward to having him back.

Elizabeth Kunzelman

Director of Public Affairs, Petland

We had the chance to work with Jay Baer to have him emcee one of our events, and it was a pleasure to work with him. Jay is very professional and has a lot of positive energy. He is very good in creating interactions with the audience, and our attendees found him amazing!

Valerie Hassid


Jay was amazing! We loved that he tailored the presentation to the multifamily sector of our business and included some of our data throughout. I was super surprised to find out consumer expectations on how fast businesses should respond. Jay also did a great job of adding humor throughout to keep the audience engaged.

John Le


Jay is always a draw for our events and delivers exceptional content for our B2B audience. His ability to put together and showcase B2B examples and actionable takeaways is greatly appreciated!

Klaudia Tirico

Demand Gen Report / B2B Marketing Exchange

Interview with Jay Baer

What got you interested in digital marketing?
My first career was politics. I was a political campaign manager, including America’s youngest Congressional campaign manager at the wizened age of 22 (we lost)! What I loved most about politics was the measurability and finality of it. On election day, you are very happy or very sad. That’s what I like about digital, as well. It’s measurable and testable and knowable in a way that traditional marketing really is not.

What types of unique experiences have you had as a result of your profession?
So many! As a digital marketer, I’ve seen it all. I started in 1993, when domain names were FREE. I’ve handled digital for a Presidential campaign. I’ve handled social media for the United Nations. As a speaker, I’ve been all around the world, and met amazing, interesting people. I have the best “job” in the world.

What do you think is the ideal customer experience?
The ideal customer experience anticipates what you need at every step of the customer journey, and delivers it before you know you want it. Predictive, proactive, personalized. Those are the 3 Ps of customer experience. (Hey! I just made that up, I’ll have to include that in a keynote)

What habits do you have that help you to be productive?
I’ve learned to be a good delegator, and that’s critical. I’m also good at switching gears immediately, so I don’t need time to reset my head when I jump from topic to topic, or client to client, or event to event. Also, always buy the annual, in-air Wi-Fi plan!

What advice would you give someone starting a business?
Same is lame. The big mistake people make when starting a business is to look at the leading company in the category, and try to do what they do. You end up being a third-rate knockoff, and it’s pretty tough to find meaningful success that way. Do something different enough that your customers will tell their friends. Word of mouth is the most powerful propellant in business, and it’s chronically under-strategized. That’s why my new keynote and my book are called Talk Triggers, and are about word of mouth, and how to get it rolling for your business.

How do you prepare for speaking engagements?
I do a lot of research with the client, and include examples from the industry and people sitting in the room. For most talks, I’ll examine the digital marketing and online customer experience of 25+ companies in the category. You have to know the landscape before the microphone goes on! As a consultant, my goal is that my keynotes are massively relevant and useful. What I’m really doing isn’t just giving a presentation, it’s real-time consulting, on a stage.

See keynotes with Jay Baer
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Keynote topics with Jay Baer