Jay Baer: Customer Service

Jay Baer, Hall of Fame keynote speaker and bestselling author, teaches brands how to outgrow competition with standout customer experiences.

Quick Facts:

Highlights:
  • New York Times bestselling author of seven books, including Youtility, Talk Triggers, and Hug Your Haters 
  • Founder of Convince & Convert and four other multi-million-dollar companies 
  • Advisor to 700+ brands and organizations, including five Fortune 500 client


Formats Available: Keynotes (live and virtual), emcee and event host, workshops, and interactive digital experiences.

Preferred Audiences: Executives, leadership teams, marketing professionals, customer experience teams, and organizations focused on growth, loyalty, or innovation.

Outcomes:
  1. Internalize actionable frameworks for fostering customer loyalty and standout experiences.
  2. Learn to convert complaints into competitive advantage and spark word-of-mouth growth.
  3. Develop agility to thrive amid disruption through clarity, speed, and customer-centricity.
Reviews: (4 reviews)
5/5
  • Travels from: Bloomington, Indiana
  • **Fee range: $20,001 - $35,000

Talent Services

Keynote Topics:

You’ve heard it before. Over and over, in fact. “Improve your customer service.”

“Optimize the customer experience.” But what does that even mean?

Today, when your intersection points with your customers may number in the dozens (or even hundreds) tackling customer service or customer experience holistically is impossible.

You can’t magically get better at every customer touch point. But you CAN get better at the touch points that matter.

  • 3 Drawbridges: How to Cross Your Customers’ Moat of Attention
  • Hug Your Haters: Embrace Complaints and Keep Your Customers

Talent Short Bio

Jay Baer is a globally recognized business strategist and keynote speaker specializing in customer experience, marketing innovation, and growth. With a unique blend of humor, originality, and actionable insight, Jay helps organizations attract new customers while retaining the ones they already have.

A seventh-generation entrepreneur, he has written seven bestselling books and founded multiple multimillion-dollar companies. Jay advises over 700 brands, including 40 Fortune 500 companies and his keynotes are prized for delivering frameworks grounded in his proprietary research.

Named a top global guru in marketing and customer experience and inducted into both the Professional Speakers Hall of Fame and the Word of Mouth Marketing Hall of Fame, he also brings fun to the stage, he’s the world’s #2 tequila influencer and hosts the engaging show The Spirit Guides.

Jay Baer is a Hall of Fame speaker who illuminates pathways to business growth through the twin pillars of customer experience and marketing innovation. With a career spanning decades, Jay has not only achieved acclaim as a speaker but has also carved out a reputation as an accomplished emcee and host, effortlessly guiding large events with his trademark wit and wisdom. 

His expertise lies at the intersection of customer experience, customer service, and marketing, areas in which he is widely regarded as a leading authority. Through a captivating blend of storytelling and real-world case studies, Jay’s speaking engagements transcend mere instruction, immersing audiences in a world of practical wisdom and actionable insights. With a keen eye for emerging trends and a deep understanding of consumer behavior, Jay empowers companies to harness the power of customer-centric strategies to drive unprecedented growth.

At events, Jay Baer commands attention with his dynamic stage presence and unparalleled ability to connect with audiences on a personal level. His speaking influence extends far beyond the confines of the stage, resonating long after the event has concluded. 

As a Hall of Fame speaker, bestselling author, and visionary entrepreneur, Jay Baer’s influence extends far beyond the confines of the stage, shaping the strategies of iconic brands and inspiring audiences worldwide. With a compelling blend of expertise, charisma, and industry insight, Jay Baer is the ideal choice for event planners seeking to create unforgettable experiences for their attendees.

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Talent Videos

Jay Baer: Elevate Your Customer Experience, Drive Unstoppable Business Growth

Jay Baer reveals research-driven insights on why speed, clarity, and kindness now define customer loyalty—and how businesses can deliver.

Jay Baer opens by acknowledging the unprecedented challenges businesses face in recent years. Escalating customer expectations, he explains, constantly shift the levers of competitive advantage. In past eras, advantages came from social media, content marketing, empathy, or word of mouth. But today, Baer’s research identifies a new reality: the key to loyalty is being the easiest company to work with.

He emphasizes that customers now expect hassles, so organizations that remove friction provide a haven. Drawing from his experience founding five multimillion-dollar companies, Baer connects personally with business leaders, sharing that he too has faced their same challenges. Through extensive first-party research and consumer studies, he discovered what customers care about most today: Quick, Clear, and Kind.

Baer illustrates how even in industries where speed is not a traditional differentiator, unexpected quickness can become a powerful loyalty driver, creating word of mouth. He explains the uncertainty gap when businesses know details customers do not, anxiety builds, and anxious customers hesitate to spend. By offering clarity and proactive communication, companies reduce anxiety and unlock growth.

He concludes that businesses aiming to thrive must master these three unbreakable laws of loyalty. Speed, clarity, and kindness go beyond transactions, forming the foundation of trust and long-term relationships in today’s marketplace.

Key Moments

00:00–00:30 — Business has become harder; expectations escalate.
00:30–01:00 — Past advantages (social media, content, word of mouth) vs. today’s reality.
01:00–01:30 — New competitive advantage: being the easiest company to work with.
01:30–02:10 — Personal note: Baer’s entrepreneurial journey and shared challenges.
02:10–02:50 — Research insights: top three customer priorities—Quick, Clear, Kind.
02:50–03:20 — Example: speed as a differentiator and driver of word of mouth.
03:20–03:50 — The uncertainty gap: anxiety builds when customers lack clarity.
03:50–End — Closing message: master Quick, Clear, Kind to grow loyalty and revenue.

Jay Baer reveals why customer service is the new marketing and how responding to complaints creates loyalty and growth.

Jay Baer begins with a striking statistic: 80% of businesses believe they deliver superior service, but only 8% of customers agree. He challenges audiences with a simple question, why isn’t your company among the handful consistently recognized for great service?

Baer reframes customer service from a “necessary evil” into one of the most crucial assets for customer retention and acquisition. In today’s transparent world, service interactions play out in public, making customer experience a “spectator sport.” Success isn’t only about resolving issues, it’s about how onlookers perceive your brand’s response.

His Hug Your Haters keynote, based on his bestselling book and extensive research, uncovers the science of complaints: who makes them, why, and how they do it. Baer demonstrates that complaints aren’t the real threat, ignoring them is. Haters, he argues, may be your most important customers, and caring more than your competitors is one of the simplest paths to growth.

The presentation combines data with humor and customized examples for each audience, all organized around a six-part framework that leaders and frontline teams can implement immediately. Attendees leave with a fresh understanding: customer service is no longer a cost center it’s a vital marketing tool and a differentiator in competitive markets.

Key Moments

00:00–00:30 — Businesses overestimate service quality; customers strongly disagree.
00:30–01:00 — Only a few companies consistently earn reputations for great service—why not yours?
01:00–01:30 — Service underestimated for too long; now it’s a core asset.
01:30–02:00 — Service has become a spectator sport; perception matters.
02:00–02:40 — Hug Your Haters: based on Baer’s research and bestselling book.
02:40–03:20 — Complaints aren’t the problem—ignoring them is; haters may be your most important customers.
03:20–End — Six-part framework shows how service can outflank competitors and fuel loyalty.

Jay Baer blends humor, research, and stories to show why trust, transparency, and usefulness create lasting customer loyalty.

Jay Baer’s keynote captures his signature mix of humor, strategy, and storytelling. Introduced as one of the most retweeted digital marketers, bestselling author, and president of Convince & Convert, Baer sets the stage by highlighting his belief in “utility” marketing so useful that people would pay for it.

He explains how customer experience has overtaken price as the key differentiator, and why customer service is the new marketing. With 80% of companies believing they provide excellent service, but only 8% of customers agreeing—he challenges audiences to rethink how they engage with dissatisfied customers.

Through his Hug Your Haters framework, Baer stresses the importance of responding to every complaint in every channel, every time. He emphasizes that haters aren’t a problem, ignoring them is. Complaints should be viewed as gifts, representing not just one unhappy customer but a larger group who stays silent.

Baer shares examples, including a café chain that turns critics into secret shoppers, proving that hate can be turned into help. He underscores that trust is the foundation of all business, without it, nothing else matters. Transparency and openness, he argues, are irreplaceable assets.

He concludes by encouraging attendees to stop trying to be amazing and instead focus on being useful. By asking each morning, “How can I help?”, individuals and organizations can transform relationships, create loyalty, and stand apart in competitive markets.

Key Moments

00:00–00:30 — Introduction: Baer as bestselling author, strategist, and digital influencer.
00:30–01:30 — Concept of “utility”: marketing so useful people would pay for it.
01:30–02:00 — Customer experience surpasses price as a differentiator.
02:00–02:40 — Hug Your Haters: complaints are gifts, ignoring them is the problem.
02:40–03:20 — Case study: café chain turns critics into secret shoppers.
03:20–04:00 — Trust as the ultimate foundation; transparency as competitive edge.
04:00–End — Closing: focus on being useful; each day ask, “How can I help?”

Jay Baer brings humor and sharp industry insight to the stage with a game show that tests marketers’ knowledge and entertains the audience.

This lighthearted clip captures Jay Baer as host of Content Feud, a live game show for marketing professionals. Modeled after the classic “Family Feud” format, the game asks marketers to guess the most popular survey responses about trends and tactics in digital marketing.

Baer’s quick wit, playful commentary, and industry expertise keep the energy high. From teasing players about their answers (“looks like a sasquatch captured a child”) to building suspense over high-stakes final rounds, he blends humor with pointed reminders about what marketers should know.

The questions highlight key industry issues, from emerging trends like video and influencer marketing to email subject line best practices. Contestants’ answers are judged with both accuracy and humor, keeping the audience engaged and laughing throughout.

The segment closes with the winning team pulling off a surprise victory, underscoring Baer’s knack for making professional insights memorable through fun and entertainment. Beyond the laughs, Content Feud reinforces Baer’s belief that marketing success comes from both data-driven knowledge and the ability to engage people in creative, human ways.

Key Moments

00:00–00:30 — Introduction: Jay sets up Content Feud, a marketing version of Family Feud.
00:30–01:30 — Round one: contestants guess the top emerging trend—“video” wins the point.
01:30–02:20 — Banter and jokes between Baer and participants; lighthearted audience engagement.
02:20–03:20 — Email subject line round: “sale” ranks high, leading to team celebrations.
03:20–04:20 — Championship question: suspense builds as final answer secures victory.
04:20–End — Closing: winners announced; Baer congratulates teams with humor and energy.

Talent FAQ's

A: Programs include “The Time to Win: Exceed Customers’ Need for Speed,” “Quick. Clear. Kind.: The 3 Unbreakable Rules of Customer Loyalty,” “Ignite a Word of Mouth Wave,” and “Embrace Complaints and Boost Your Business.” All are delivered with humor and packed with real-world examples.

A: Yes—Jay is a dynamic emcee for multi-day events and often writes closing keynotes during the event to tie themes together.

A: Absolutely. Jay’s virtual presentations maintain his signature energy and include digital-friendly custom content and formats

Talent Resources

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