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Episode Info:

Jay Baer enlightens us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers.

Create amazing word of mouth ON PURPOSE with Talk Triggers

When it comes to marketing, nothing is more cost-effective than word of mouth. However, we tend to think of word of mouth as organic. We assume it’s something we can’t predict, measure, and control. Maybe you get lucky, and maybe you don't. But what if you could get customers talking on purpose, in ways that are predictable and quantifiable?

"Word of mouth influences between 50 and 90 percent of all purchases.” -Jay Baer

Together with co-author Daniel Lemin, today’s guest Jay Baer has written the book on strategically creating and controlling word of mouth for your brand. It’s called Talk Triggers, and not only do we love this book, but we had the privilege of interviewing Jay to bring you some of the biggest takeaways!

In this interview, Jay explains not just why you need to strategically create Talk Triggers, but HOW to work then into your operations and customer experience strategy. Through tireless research, inspiring case studies, and good old-fashioned experience with his own client success stories at Convince and Convert, Jay Baer has created a formula for making word of mouth intentional, scalable and measurable.

“A Talk Trigger really is a customer experience…it’s a CX dimension.” -Jay Baer

Don’t wait for word-of-mouth to just happen or make assumptions about what your customers will want to share with their friends.  With Jay’s approach to creating Talk Triggers, you will abandon the notion that word of mouth is something you cannot control, and consequently, build insane loyalty with a marketing machine fueled by your best customers.

“A Talk Trigger allows you to do word of mouth on purpose."  -Jay Baer

Interview Highlights
  • The problem of WOM: What makes something a Talk Trigger? [4:29]
  • What are the five different types of word of mouth, and more importantly, are some more important than others? [6:17]
  • Talk Triggers can be a powerful part of CX strategy, but How do you operationalize this concept? [9:42]
  • Jay shares his six-step process for developing, testing, and believe it or not, measuring the success of Talk Triggers! [12:06]
  • Some Talk Triggers may have a short shelf life, but how can we get ahead of this? [15:00]
  • We talk a lot about adding surprise and delight as Talk Triggers, but what about innovations and new features? [21:43]
About our guest

Jay Baer helps businesses clone their customers. He has created five multi-million dollar companies, and is a 7th-generation entrepreneur.

He is the President of Convince & Convert, a consulting firm that helps the world's most iconic brands like The United Nations, Nike, 3M, and Oracle use technology to win new customers, and keep the customers they've already earned.

A New York Times best-selling author of five books, Jay is the host of the award-winning Social Pros podcast. He's also an avid tequila collector, and a certified barbecue judge.

Connect with Jay

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