Session Details

Hug Your Haters

PREMIUM EDUCATION: MARKETING PATH | PREMIUM Pass
Tuesday, May 14 | 9:15 AM - 10:15 AM | Room 209
Tuesday, May 14 | 10:30 AM - 11:30 AM | Room 209

Presented by Jay Baer, Founder and Best-Selling Author, Convince & Convert



Haters aren’t the 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 session, Jay will reveal 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. Eighty percent of companies say they deliver exceptional customer service—8% of their customers agree. Jay will teach the critical steps necessary to retain and delight customers in this disrupted era when customer service has become a spectator sport.

Jay Baer 300x300About Jay Baer

Jay Baer is a Hall of Fame Speaker, New York Times best-selling author of six books, internet pioneer, entrepreneur, and the most inspirational expert on marketing, word of mouth, and customer service.

Jay spent 20 years in digital marketing, consulting for more than 700 companies during that period, including 30 of the FORTUNE 500. His current firm – Convince & Convert – provides social media and content marketing advice and counsel to leading companies such as Oracle, Salesforce.com, California Tourism, Billabong, Hardee’s, DOLE and more.

His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon best seller. Jay speaks numerous times per year worldwide, and shows how to use technology as an unfair marketing and customer service advantage. As a result, audiences will rethink their approach to marketing and customer service, helping them gain more customers and keep those they’ve already earned.

Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute, and is visited by more than 200,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 25,000 times monthly.

A fixture in social media, Jay draws attention to interesting and useful articles, videos, blog posts and events via following on Twitter, Facebook, Linkedin and Google Plus, which number more than 100,000. He is also an active venture capitalist, and is an investor or advisor to more than a dozen early stage technology and social media companies.

Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994 he was a brand marketer and a political consultant, with major roles in state, federal and presidential electoral campaigns.

Befitting his roots in Arizona, Jay is a tequila collector and maintains his allegiance to the teams of his alma mater, the University of Arizona. He lives in the idyllic college town of Bloomington, Indiana, with his wife and children, and travels from Indianapolis to speaking opportunities world-wide.

Categories: Marketing, Premium Education, Premium Pass