#009 Crafting Talk Triggers with Jay Baer

IN THIS EPISODE:How many of your Key Account contacts have a story to tell about their (customer) experience of you? I am not talking about a prompted testimonial packed with marketing quotes, engineered to pitch your products and services to a new audience. I am also not meaning a review of the features and benefits they enjoy from using your solution or engaging in your service. I am rather referring to the kind of story that arises only from a truly REMARKABLE customer experience. One that… ensures that you stand out from your competition, and differentiates you from the overwhelming noise in your crowded market And, more importantly, one that your contacts are delighted to spontaneously tell their network of peers, colleagues and friends...ultimately giving you the very best form of advertising (FOR FREE) - enabling you to win more business and influence wider stakeholders. My guest on this episode is a Hall of Fame Keynote speaker and the author of SIX best-selling books which all point to the importance of the customer experience. If you haven’t heard Jay Baer speak yet, you are in for a treat.  We deep dive into his Talk Triggers concept. He shares his proven method of implementing a system (“Talk Triggers”) to help you to engineer your ability to provide your customers with the kind experiences that create spontaneous conversations and ultimately make your customers your volunteer marketers.  HIGHLIGHTS FROM THIS EPISODE:Firstly, just know that we had quite a conversation on this topic, so this episode is only the first part to our really animated chat. In this part, I talk to Jay about: what a Talk Trigger is; what are the defining criteria that separate a Talk Trigger from accidental, and often average, customer service moment; and lastly why having a Word Of Mouth (WOM) strategy is so important (for B2B and not just B2C businesses). It’s clear to me after this conversation with Jay that the real opportunity here is to look at this as an operational choice to engineer and orchest