Jay Baer > Quotes

“Social Media is About People, Not Logos”
― Jay Baer, The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

“stop trying to be amazing and start being useful. I don’t mean this in a Trojan-horse, “infomercial that pretends to be useful but is actually a sales pitch” way. I mean a genuine, “how can we actually help you?” way.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“What if instead of trying to be amazing you just focused on being useful? What if you decided to inform, rather than promote?”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“In today’s world, meaningful differences between businesses are rarely rooted in price or product, but instead in customer experience.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Hugging your haters is not a cost. It’s a profit center”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Remember, people rarely discuss adequate experiences.”
― Jay Baer, Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth

“BIG BUTS: 5 OBSTACLES TO PROVIDING GREAT SERVICE Key Points: There are five reasons businesses and organizations do not answer every complaint, in every channel, every time. Each of these obstacles must be overcome to hug your haters effectively: There are too many channels. There is too much feedback. You take complaints personally. You fear getting scammed. You don’t have a customer service culture.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Every employee’s job is made up of both job functions (the duties associated with a job role) and job essence. Issuing”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“It’s the art of misdirection. Throwing a compliment at somebody in the middle of negativity turns the situation around, and brings the power back to you.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Top-of-mind awareness requires companies to send messages consistently, but today’s consumers are besieged with every company of every type, size, and description jostling for attention, making pleas to friend, follow, subscribe, read, watch, and click. Unimaginative marketers attempt to stand out with message frequency, or by exchanging bribes for attention (resulting in an explosion of Facebook contests and giveaways, among other tactics).”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“Key Points: Satisfaction among people who complain about business hasn’t improved at all since the 1970s. Haters are not your problem. . . . Ignoring them is. Not responding is a response. A response that says “I don’t care about you.” Answering complaints increases customer advocacy. Not answering complaints decreases customer advocacy.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“And here’s something that might unsettle you: your business has haters, too. Every interaction between brand and human has the potential to delight or enrage—in short, to become memorable. Today, with the widespread usage of social media, those memories can live on, and live in public, for a very long time. Customer service has become a spectator sport, and your online panel of judges can award or deduct points for speed, execution, and style.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“You can’t survive by shouting the loudest and relying solely on anachronistic interruption marketing. You can’t proclaim you’re featuring the “biggest sale ever!” every day.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“The answer is to redefine the market into something much smaller and more manageable.”6 That doesn’t mean frame-of-mind awareness isn’t an approach worthy of your attention—it is. But it’s only half the story.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“The most dangerous customers aren't your haters; they are the "meh" in the middle, the dissatisfied customers who don't take the time to complain.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Technologies change, people change, users change, and you have to be there to adapt to it or else you will be making cassettes when the CD comes around.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“Inbound marketing is a powerful tool. I’ve spent sizable chunks of my own career helping companies improve in this arena, which is why I know that the power of frame-of-mind awareness isn’t absolute.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“Stephens’s answer forever changed how I think about marketing. “Well, the reality is that our best customers are the people that think they can do it themselves,” he said. “And the other thing you”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype

“As author and consultant Dave Kerpen says, “If a customer calls you on the phone to complain, surely you wouldn’t hang up on them. And not responding in social media is akin to hanging up on them, only worse, because there are actually other people watching and listening.”
― Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers

“Content is fire, social media is gasoline.”
― Jay Baer, Youtility: Why Smart Marketing Is About Help Not Hype

“Friend-of-mine awareness is predicated on the principle that, if you are useful without engaging in an immediate quid pro-quo, your business will be trusted the same way consumers trust their friends and family members. When you tilt toward promotion and away from information, that trust evaporates.”
― Jay Baer, Youtility: Why Smart Marketing Is about Help Not Hype