#21 Personal branding, customer focus, and so much more ft. Jay Baer

In his 30 years in the business, Jay Baer has seen it all, and he loves sharing his stories with others. In our latest episode, he joins Pierce to talk about the value of building great customer experiences, personal branding, and his love for good tequila. 

The biggest learning from this episode? A talk trigger can be an instrumental and inexpensive piece of your marketing toolkit. Join Jay and Pierce to learn more about what this is and why you should consider implementing it. 

Show Notes

There are so many ways to describe Jay Baer. He’s an internet pioneer, author of bestselling books, founder of five multi-million dollar companies, and a certified tequila sommelier. Also, did you know that there’s a Public Speakers Hall of Fame? Well, he’s in that too. 

Everything he does is done with intention and with the goal of providing value, and that was clear throughout his conversation with Pierce on our latest podcast episode. It’s something that he feels is intrinsic to who he is as a seventh-generation entrepreneur.

“What I’ve learned is that it doesn’t really matter what you’re selling. If you truly are building an experience that is focused on customers, you’ll ultimately be a success. It doesn’t matter if you’re selling furniture, as my family did for many years, or consulting services or software.”

So how do you become truly customer-centric? The way Jay sees it, a lot of companies say they’re focused on customer experience, but when it really comes down to it, they’re not willing to make the investments that put their customers at the heart of their decision-making. So often, customer experience happens at the surface rather than being incorporated into how the business is run at an operational level. 

“It’s not about the attitude about customer experience, it’s literally the operations side. It’s about what choices you’re willing to make because of the customer. Are you willing to spend more per lead to have a better customer experience? Are you willing to make less per customer in lifetime customer value to offer a better customer experience? Are you willing to spend more as a brand on customer support and customer success?” 

This focus on customer experience should be seen as an investment, not a cost. Ultimately, if people are really excited about your brand and what they get out of it, they’re far more likely to do your marketing for you and bring more customers to the table. The same is true if you have a talk trigger or memorable offering that really sticks with people, and encourages them to talk about you more. 

Like with Jay’s own work, this transition needs to be thoughtful and intentional. As you think about how your brand can stand out, any decisions you make need to be aligned with your customer and their needs.

In this episode, you’ll learn:

1) What it means to truly be customer-centric

2) How to build a memorable personal brand 

3) Tips on how to become a better public speaker 

Follow Jay on Twitter and Linkedin

Pierce Ujjainwalla has years of experience as a CEO, entrepreneur, and marketing leader. He has lived in the marketing trenches at companies like IBM, SAP, NVIDIA, and Marketo, and he launched Knak in 2015 as a platform designed to help Marketers simplify email creation. Visit his personal blog, Unsubscribed!, for more of the insight he’s gained as founder and CEO of Knak.

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