Hug Your Haters
How to 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 brand-new, 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.
The Hug Your Haters book was named one of 2016’s top 3 business books by Strategy : Business Magazine.
Turn Your Customers Into Volunteer Marketers
Customer experience is how you make your customers feel.
Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you.
In this fast-paced, timely, dynamic presentation Jay teaches his customer experience excellence framework, showcasing how any business can turn customers into advocates.
With hilarious and poignant storytelling, Jay teaches attendees the three primary ways to use customer experience to trigger word-of-mouth, illustrates mistakes to avoid, and inspires audiences to put new strategies into practice immediately.
Why Smart Marketing is About Help not Hype
Your customers’ expectations are going up and up and up. That’s scary, yes. But it is also the single greatest business opportunity since electricity. Look past the “old ways” of marketing. Look past the old ways of customer service, and what you find is a once in a lifetime opportunity to massively propel your business forward in ways that were unthinkable just a few years ago.
The key to breaking through customer cynicism and competitor messaging clutter isn’t shouting louder, it’s becoming truly, massively relevant.
Relevancy is the coin of the realm, and you’ll find out how to out-relevance your competition in dynamic, hilarious, thought-provoking presentation.
Align Your Sales and Marketing to Achieve Hyper-Growth and Happy Teams
Aligned sales and marketing teams achieve 19% faster revenue growth and 15% more profitability. But how do you actually do it? This fast-paced presentation filled with current examples will have you rethinking the roles of marketing and sales.
You’ll learn practical ways to better integrate sales and marketing to drive growth and improve customer satisfaction. This session will also cover digital and social selling, and how it adds value to the customer buying journey.