On a scale of 1–10, how annoyed would you be about this?

This story includes a mysterious washcloth ban, and my advice about trying to fool your customers with your messaging.

Customer experience is often about honesty, and your customers can tell when you’re faking it…


On a scale of 1–10, how annoyed would you be about this?

This story includes advice from my father; something all of us are going to need to consider pretty soon.

Customer experience is all about removing friction, and the LAST thing you want to do is add more friction.


On a scale of 1–10, how annoyed would you be about this?

This story — from 90 minutes north of my house — includes clocks, hotels and ipods….

If you’re going to make CX improvements, do so proactively.


[They’re Not as Digital as You Might Think]

Meeting planners take great pride in the quality and selection of the speakers they hire for their events. It’s a mark of professionalism. A coup d’état over industry rivals. The pièce de résistance to set the tone and kick things off on the right note.

Every planner has their own system; their preferred way of scouting and sourcing the best talent for the audience they are dazzling.

Locating the best talent for the job is mission critical to a successful event.

Connecting with their ideal speaker is a priority for meeting…


Is it just me, or is this a customer experience calamity?

On a scale of 1–10, how annoyed would you be about this?

This story — from a few weeks ago in Philly — includes tequila, cx and tacos. (If you’re going to shortcut something in your customer experience, maybe it shouldn’t be the thing that is in the NAME of your business?) 🤔


Meeting planners have spoken, and we listened. On the subject of the selection and investment of a keynote speaker and what matters to them and their audiences, meeting planners are clear: it’s about substance, not showmanship.

“There’s riches in the niches.” ~Speaking Industry Adage

Our data shows that the old speaking industry adage is true. We asked, “What Are The Top Things You Want In A Keynote Speaker?” and the results were:

One half to two thirds of professional planners cite specific knowledge and demonstrated expertise as the top two criteria on which they base their hiring decisions. …


Selecting the right speaker and topic can make or break a meeting, and professional planners prioritize accordingly. The 150 meeting planners surveyed for this report have shared what topics are of most interest to them and their eventgoers for 2020. To get the best insight, we asked a similar question two ways.

When asked a slightly different way, and allowing fewer answers, meeting planners ranked the topics similarly, but not entirely the same. …


In addition to running Convince & Convert, I am a professional speaker and give many presentations each year on marketing and customer experience. I’m even in the professional speaking Hall of Fame (alas, no bronze bust included).

As a speaker, I have discovered that one of the elements that differentiate a good on-stage performance from a great one is the stories: how relevant are they to that audience and how richly are they told.

Why are some stories better than others, and why are some storytellers better as well?

This week, I launched STANDING OVATION to find out.

Where Professional Speakers Tell the Stories of Their Stories


It would seem that a lot of people found my latest email to be very relatable. Here’s what I had to say last week. Have you ever been there?

My father was a very smart man. He was very loquacious and had a lot of sayings. I’m sure he heard them from someone else, but I heard them from HIM, so to me, they are his sayings.

Two, in particular, I find I revisit quite often.

The first is, “You can only sit in one chair at a time.”

As my wife and I downsized a lot this summer when…

Jay Baer

Founder of Convince & Convert, a digital media and marketing company. NY Times best-selling author, global keynote speaker. New book: Hug Your Haters

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