Jay Baer

Most comprehensive, national research ever conducted on consumer patience and the relationship between responsiveness and business revenue.

Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin.

Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer… Show more

Talk Triggers is the definitive, practical guide on how to use bold operational differentiators to create customer conversations, written by best-selling authors and marketing experts Jay Baer and Daniel Lemin.

Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

The key to activating customer chatter is the realization that same is lame. Nobody says "let me tell you about this perfectly adequate experience I had last night." The strategic, operational differentiator is what gives customers something to tell a story about. Companies (including the 30+ profiled in Talk Triggers) must dare to be different and exceed expectations in one or more palpable ways. That's when word of mouth becomes involuntary: the customers of these businesses simply MUST tell someone else.

Talk Triggers contains:
* Proprietary research into why and how customers talk
* More than 30 detailed case studies of extraordinary results from Doubletree Hotels by Hilton and their warm cookie upon arrival, The Cheesecake Factory and their giant menu, Five Guys Burgers and their extra fries in the bag, Penn & Teller and their nightly meet and greet sessions, and a host of delightful small businesses
* The 4-5-6 learning system (the 4 requirements for a differentiator to be a talk trigger; the 5 types of talk triggers; and the 6-step process for creating talk triggers)
* Surprises in the text that are (of course) word of mouth propellants

Consumers are wired to discuss what is different, and ignore what is average. Talk Triggers not only dares the reader to differentiate, it includes the precise formula for doing it. Show less

The first modern book on customer service.

Hug Your Haters will make you money, save you money and completely change the way you look at customers, and was named one of 2016’s top 3 business books by Strategy : Business Magazine.

You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.

But guess what? Only 8% of their customers agree.

The problem is that most people (me included) have typically… Show more

The first modern book on customer service.

Hug Your Haters will make you money, save you money and completely change the way you look at customers, and was named one of 2016’s top 3 business books by Strategy : Business Magazine.

You probably think you’re pretty good at customer service. After all, 80% of companies say they deliver superior customer service.

But guess what? Only 8% of their customers agree.

The problem is that most people (me included) have typically thought about legacy forms of customer service, like telephone and email, and build customer service processes that are centered on those channels.

But a colossal change in customer expectations is occurring RIGHT NOW, as customers move from private communication with companies to public communication in social media, review sites, and discussion boards.

Now, customer service is a spectator sport. Are you prepared?

Probably not, as one-third of all customer complaints go unanswered, most of them online and in public.

That’s why Hug Your Haters is the first-ever customer service book for modern times – it’s based on the realities of customer expectations TODAY, not one, five, or 20 years ago. Show less

New York Times best selling business book about the power of helpful marketing.

Every customer is a reporter. Every employee is a marketer. The NOW Revolution is when customers demand companies interact in real-time, and with authenticity. It's happening today.