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Jay Baer
@jaybaer
Founder of
@convince
Marketing and customer experience expert advising the world's largest brands. 6-time author. Hall of Fame speaker & emcee. Podcast host.
Bloomington, IndianaJayBaer.comJoined March 2008
28.1K Following
272.5K Followers

Jay Baer’s Tweets

Jay Baer
@jaybaer
Speed has always been an important factor in CX. But is it possible to be too fast? The trick is to find the right “now”. I joined Steve Walker on the CX leader podcast to talk all about CX & how to find the right “now” in your business. Give it a listen! cxleaderpodcast.com/the-right-now/
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Jay Baer
@jaybaer
Many of you would do the same. In fact, my new national research study - The Time to Win - found that more than 50% of customers have hired the first business to respond, even if they were not the cheapest. (2/3)
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Jay Baer
@jaybaer
I needed to get part of my house painted recently. So, I called 3 companies. One got back to me in 4 hrs. Another company in just over a day. The 3rd: over 2 days later. Guess which one I hired? The one that got back to me the fastest. They were NOT the least expensive. (1/3)
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Jay Baer
@jaybaer
Also a fun event because I got to follow Magic Johnson on stage. He’s a very nice man, and a terrific speaker. He’s so disarming, which is not always the case with celebrities. (3/4)
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Jay Baer
@jaybaer
I taught them my 4-step Hug Your Haters system & the feedback was incredible. So many of these leaders struggle day-to-day with customer & member negativity. In fact, at the book signing, multiple people told me they received customer complaints WHILE I WAS ON STAGE! (2/4)
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Jay Baer
@jaybaer
Loved presenting today at the Financial Brand Forum in Vegas, with 2,500 bank and credit union professionals. My theme: How you handle negativity not only reduces customer defections, but gains you new customers because customer service is so often a spectator sport today. (1/4)
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Jay Baer
@jaybaer
Super excited to head to Vegas with
@Siteimprove
for the Financial Brand Forum (FBF)! I’ll discuss the critical steps necessary to delight & retain today’s banking customers. Can’t wait to see you all there next week, November 13th - 16th. Check it out: bit.ly/3UHGS9Z
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Jay Baer
@jaybaer
My new national research study - The Time to Win - finds that consumers are OVER the pandemic-oriented excuses for businesses being slow to respond, reply, ship, deliver, and more. The entire infographic and the study are available at the website. #timetowin #research #speed
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Jay Baer
@jaybaer
Terrific to be back in Toronto! My first keynote in the North since COVID & I loved it. An absolute honor to work with 100's of
@DesjardinsINS
agents at this event. They work hard for their clients & the company’s commitment to client service is really impressive!
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Jay Baer
@jaybaer
BUT, when it comes to expectations regarding business speed and responsiveness since COVID, men are far more likely to want business to be as fast or faster than they were pre-pandemic. (2/3)
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Jay Baer
@jaybaer
This will come as a SHOCK to probably no one, but my new, comprehensive national study on consumer behavior finds that men are less patient than women. Digging deeper, day-to-day the genders are roughly equal on their patience with business overall. (1/3)
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Jay Baer
@jaybaer
The pandemic created disruptions in the operations of many businesses. Despite companies investing in a lot of signage + mea culpas pleading for patience, customers largely are unsympathetic to these delays. And, younger customers have THE LEAST SYMPATHY for business.
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Jay Baer
@jaybaer
Customers will NO LONGER give businesses a “Pandemic Pass” My new research report, Time to Win, found that 83% of customers expect businesses to be AS FAST or FASTER than they were before the pandemic. Speed is the most important component of #CX today. TheTimeToWin.com
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Jay Baer
@jaybaer
Had a blast on the Digital Marketing Masterclass podcast with Christopher Carr (CEO of
@Farotech
). Here are a few tips I gave: - Conduct research first - Do something unexpected - Ask yourself what is your audience’s priority Watch the full episode here:
youtube.com
Unleashing the Power of Word of Mouth Marketing with Talk Trigger's...
Today, we relaunch our interview with author, speaker, and legendary marketer, Jay Baer. In this episode, Jay walks us through his new book, Talk Triggers. ...
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Jay Baer
@jaybaer
My tequila advice & education channels on Instagram & TikTok are a hive of activity. I get dozens of ?'s every day about which tequilas to buy. To make it easy, I published a list of my 20 favorite tequila brands. Great to save and take with you! TequilaLists.com
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Jay Baer
@jaybaer
This is the first of 8 in a series of infographics I’ll be publishing about different elements of speed - the most important component of customer experience. To get the research, download the whole infographic, and more, visit the website. TimeToWin.com
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Jay Baer
@jaybaer
THE STATE of SPEED: In my new research report - The Time to Win - I took a comprehensive look at consumer patience and business responsiveness. Turns out, customers want everything fast(er) and business largely isn’t up to the task.
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