Jay Baer

Jay Baer is a business growth and customer experience expert, advisor, researcher, author, and analyst. He has spent 30 years helping more than 700 of the world’s most iconic brands, including Nike, Oracle, Salesforce, Bentley, and The United Nations, gain and keep more customers. A 7th-generation entrepreneur, Jay has written seven best-selling books on marketing and customer experience, and founded five, multimillion-dollar companies. Jay is an inductee into the professional speaking hall of fame, and travels globally teaching business growth principles to in-person audiences. For three consecutive years, Jay has been voted a Global Guru for internet marketing and customer experience. Jay has also hosted more than 800 podcast episodes and created 7 shows, including Social Pros, twice named the #1 marketing podcast. A lover of plaid suits and a hater of red tape, Jay is also the world’s #2 tequila influencer, publishing 25 videos per month on Instagram, TikTok, and beyond. Jay can elevate your corporate meetings and events with exclusive, custom tequila tasting experiences – perfect for engaging and entertaining teams and clients.

Categories: AI Artificial Intelligence, Customer Experience, Emcee, Marketing, Quality Virtual Keynote, Retail, Social Media

Show More

View Jay Baer's

Videos

Topics

Quick. Clear. Kind. The 3 Unbreakable Rules of Customer Loyalty

Customer expectations are always rising. Customers demand perfection (or nearly so) and they want it instantly. With customer experience often outweighing price as a deciding purchase factor, mastering the crucial customer interactions is vital for success.

In "Quick. Clear. Kind. The 3 Unbreakable Rules of Customer Loyalty," Jay Baer delivers an energetic, compelling, HIGHLY customized, and hilarious presentation backed by real data.

This keynote reveals the three essential components that foster customer loyalty: being quick, clear, and kind.

Attendees will learn actionable strategies to improve these pivotal areas, helping to win more customers and keep them coming back.

Elevate your customer experience and turn these non-negotiables into your competitive edge.

Key Audience Learnings:
*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.

All attendees will be taught a proven framework (developed by Jay in his work for hundreds of major brands) that provides specific, actionable tactics and techniques that can be implemented immediately.

The New Loyalty Landscape - Customer Experience in the Age of AI

*INCLUDES PROPRIETARY RESEARCH*

The rules of customer loyalty are being fundamentally transformed. As artificial intelligence permeates consumers' daily lives, expectations for service speed, communication clarity, and authentic connections are reaching unprecedented heights.

In this energetic, compelling, and HIGHLY customized presentation, Jay Baer reveals how the AI revolution isn't just changing technology—it's permanently altering what customers demand from every business interaction. Backed by proprietary research and delivered with signature humor, this keynote explores how successful organizations are adapting their customer experience strategies for a world where AI has eliminated patience and amplified demands.

Attendees will discover:
*How consumer adoption of AI tools is dramatically reshaping service expectations
*Why traditional response times and communication approaches are becoming obsolete
*The critical balance between leveraging automation and maintaining human connection
*Actionable strategies for exceeding elevated customer expectations in this new reality

All attendees receive Jay's proven framework (developed through work with hundreds of major brands) with specific, actionable tactics that can be implemented immediately to thrive in this AI-influenced customer landscape.

Time IS Money: how to exceed customers’ need for speed

How long are you willing to wait? If you’re like most of your customers, the answer is very little. In today's fast-paced market, your customers are deciding to buy from you based on how quickly you respond to their needs.

Speed is not just a luxury; it's a critical factor driving purchase decisions.

In "Time IS Money: How to Exceed Customers' Need for Speed," Jay Baer explores why over half of customers choose businesses that respond first, even at a higher price.

Discover why 2/3 of customers rate speed as important as price.

This engaging presentation will arm you with actionable insights and strategies to outpace your competition, exceed customer expectations, and turn speed into your ultimate competitive advantage.

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

All attendees will be taught a proven framework (developed by Jay in his work for hundreds of major brands) that provides specific, actionable tactics and techniques that can be implemented immediately.

Ignite a Word of Mouth Wave: How to Stand Out and Create Customer Conversations

The best way to grow any business is for your customers to grow it for you.

But achieving this requires delivering a customer experience that sparks conversations. Word of mouth drives 50% of all purchases, yet it's often overlooked. We can't assume our customers will talk about us—they need a compelling story to share.

In "Ignite a Word of Mouth Wave: How to Stand Out and Spark Conversations," Jay Baer offers a hilarious and interactive presentation filled with real-world examples and cutting-edge research.

He reveals how to craft a unique story for your business, transforming customers into your most effective sales and marketing force.

This powerful keynote inspires real change among attendees, reshaping their understanding of how customer experience intersects with marketing, sales, and operations. The insights provided lead to significant 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

All attendees will be taught a proven framework (developed by Jay in his work for hundreds of major brands) that provides specific, actionable tactics and techniques that can be implemented immediately.

Embrace Complaints And Boost Your Business

Haters aren’t your problem—ignoring them is.

In today's climate of complaint, people are more vocal with their dissatisfaction, making it feel like you're constantly managing negativity. But this rise in complaints actually presents a tremendous opportunity for growth.

In "Embrace Complaints and Boost Your Business," Jay Baer delves into The Science of Complaints—exploring why and where your customers (and team members) voice their dissatisfaction and how to convert it into a powerful business edge.

This eye-opening presentation equips attendees with critical steps to retain and delight customers in a disrupted era, where customer service has become a spectator sport.

Jay also shares strategies for effectively handling feedback, including negativity from colleagues and teammates, transforming discord into collaboration and growth.

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

All attendees will be taught a proven framework (developed by Jay in his work for hundreds of major brands) that provides specific, actionable tactics and techniques that can be implemented immediately.

Emcee and Event Host

Hall of Fame keynote speaker Jay Baer is also an in-demand emcee and event host. Whether it's a full-day program or a complex, multi-day event, Jay has hosted events [both virtually and in-person] for IBM, Oracle, Roche, D&H Distributing, and many other major brands for audiences as large as 15,000 attendees.

He prepares vigorously, reviewing presentations of all main stage speakers with event organizers beforehand, and remains largely unscripted to be able to connect the thematic dots on-the-fly.

Jay even offers to create a closing keynote written DURING the event, that closes the show with key takeaways and lessons for the audience. He can easily pull double or triple duty at your event (keynote + emcee + panel moderator), and he can assist with run-of-show, tech platform selection, speaker coaching, interactive elements, marketing, and more.

Here’s an unsolicited testimonial from our client:
"Jay you are absolutely AMAZING!!!! From the first call we had, that seems like eons ago where you set me at ease and told me we would have not 1, not 2, but 3 great events, I knew it would be great... but I could have never imagined just how great!!! The organization is buzzing this morning about how they could have never imagined virtual galas to be that dynamic! The executive team is so happy! You are the ultimate rock star and we couldn’t have done this without you!!!"
~ Alyssa Reisman, Event Manager for D&H Distributing

Tequila, Anyone?

Hall of Fame keynote speaker and best-selling author Jay Baer is also a certified tequila sommelier!

With a passion for tequila and agave spirits, Jay will work with your company to create a dynamic, custom program (in-person or virtual) that combines marketing and CX counsel with fun, informational tequila content.

His Instagram (@tequilajaybaer) and TikTok (@tequila.jay) accounts educate new consumers about all things tequila on a regular basis.

Jay has spent 30+ years advising the world’s largest brands on how to gain and keep customers using social media, content marketing, digital marketing, and customer experience. He draws on this expertise to combine customer experience and marketing content within-person or virtual tequila education and live tastings.

Learn how to bring this fun and memorable addition to your next event!

Books

The Time To Win

The Time To Win

In this groundbreaking mini-book (takes just one hour to read), Jay demonstrates why speed is now the most important component of customer experience. And, his 6-piece framework illustrates precisely how to gain and keep more customers using speed and responsiveness. See why people say it’s the “most useful small book ever published”!

You can purchase this book here

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Haters are not your problem. . . . Ignoring them is.

Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.

You can purchase this book here

Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth

Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth

Talk Triggers is the complete blueprint for growing a business by giving customers a memorable story to tell. (It's also the first business book with alpacas on the cover!)

You can purchase this book here

Youtility: Why Smart Marketing Is about Help Not Hype

Youtility: Why Smart Marketing Is about Help Not Hype

The New York Times best seller, and #1 Amazon best seller

"Jay Baer's Youtility is arguably the greatest contribution to the field of social media marketing since 2012." ~ Dr. Jim Barry, Top 25 Social Media Books for Academia"

If you haven't bought Jay Baer's book "Youtility," stop what you're doing and do that. I swear, this is the next big thing." ~ Chris Brogan, Owner Magazine

The difference between helping and selling is just two letters, but those two letters make all the difference.

What if - faced with more competition than ever before - you stopped trying to be amazing, and just started being useful?

Jay Baer's Youtility offers a new business approach that cuts through the clutter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life.

You can purchase this book here

The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

The social web has changed the way we do business forever

The future of your company is not in measured, considered responses and carefully planned initiatives. Business today is about near-instantaneous response. About doing the best you can with extremely limited information. About every customer being a reporter, and every reporter being a customer. About winning and losing customers in real-time, every second of every day. About a monumental increase in the findable commentary about our companies.

Having the time and information required to make a considered business decision is a luxury - a luxury that's quickly facing extinction. Yet business hasn't adapted to this evolution. And adapt you must.

You can purchase this book here

Youtility forAccountants: Why Smart Accountants are Helping not Selling

Youtility forAccountants: Why Smart Accountants are Helping not Selling

Co-written with best-selling author Darren Root, Youtility for Accountants: Why Smart Accountants are Helping not Selling takes the core premise of Youtility - making your marketing so useful, people would pay for it - and gives it an accountants-only twist.

You can purchase this book here

Youtility for Real Estate: Why Smart Real Estate Professionals are Helping not Selling

Youtility for Real Estate: Why Smart Real Estate Professionals are Helping not Selling

Co-written with digital marketing expert Erica Campbell Byrum from Homes.com and ForRent.com, Youtility for Real Estate: Why Smart Real Estate Professionals are Helping not Selling takes the core premise of Youtility – making your marketing so useful, people would pay for it – and shows how it works for the real estate business.

You can purchase this book here

Need Help?

Call us at 617-782-3111 and we will get back to you promptly!