I am not talking about a prompted testimonial packed with marketing quotes, engineered to pitch your products and services to a new audience.

I am also not meaning a review of the features and benefits they enjoy from using your solution or engaging in your service.

I am rather referring to the kind of story that arises only from a truly REMARKABLE customer experience.

My guest on this episode is a Hall of Fame Keynote speaker and the author of SIX best-selling books which all point to the importance of the customer experience. If you haven’t heard Jay Baer speak yet, you are in for a treat.

  • What are the defining criteria that separate a Talk Trigger from accidental, and often average, customer service moment; and lastly
  • Why having a Word Of Mouth (WOM) strategy is so important (for B2B and not just B2C businesses).

It’s clear to me after this conversation with Jay that the real opportunity here is to look at this as an operational choice to engineer and orchestrate intentional experiences that are different to create conversations.

The kind of conversations that will support you in influencing wider stakeholders and winning new business.

Ask yourself: Do you have a WOM strategy?

If so, what is it? Is it documented and shared as an actual process in your business?

What does your business do for customers within the experience that isn’t just GOOD - it’s DIFFERENT (and would instantly delight and spur spontaneous story sharing?)

What stories do your customers tell about you, your team and your brand?

What ideas are you having, and where you can see the opportunity for creating an intentional Talk Trigger that is:

Remarkable, Reasonable, Relevant, and Repeatable

  • Proprietary research into why and how customers talk
  • 30+ detailed case studies of extraordinary results from big hitters like Doubletree Hotels by Hilton, The Cheesecake Factory, Penn & Teller and also dozens of delightful small and medium-sized businesses
  • The 4-5-6 learning system for creating and activating talk triggers in your business

Click here to learn more. You can easily buy the book on Amazon (available as an audio book too).

Jay is best described as one of the world’s most inspirational marketing, customer experience, and customer service keynote speakers. He is a Hall of Fame speaker and emcee, a New York Times best-selling author of six books and an Internet pioneer. As a 7th-generation entrepreneur, he has founded five, multi-million-dollar companies and today runs his digital strategy consulting and media firm, Convince and Convert. Jay has two College-age children and lives in the idyllic college town of Bloomington, Indiana with his wife and travels from Indianapolis to speaking opportunities world-wide.