Jay Baer

Customer experience is simple, right? Well, theoretically, the delivery of great customer experience is rooted in an easy-to-understand formula: Great customer experience happens when you exceed customer expectations. Every time you interact with a business of any type, you have an idea or an inklin…

Account-based marketing is a growing. According to Terminus, more than 60% of companies plan to launch ABM- based campaigns within the next year. ABM’s reliance and subsequent progress is warranted. A whopping 97% of marketers say ABM has a higher ROI than other marketing activities. Not to mention…

Even with bots, apps, social media, personalized video and all the rest, email remains a marketing workhorse in B2B. It’s the primary way we communicate with and create experiences for our prospects and customers. Email is a challenge. There’s almost always something that can be improved, optimized,…

Artificial intelligence does three things really well: acceleration, accuracy, and automation. Today’s machines are good at accomplishing tasks within these domains, but they aren’t yet capable of crossing them. They stay in their lane — the lane their human told them to stay in. As a result, we vie…

Technology adoption and consumer behavior shifts have changed customer service forever. The simultaneous rise of mobile computing, social media, and changing demographics have aided a disruption that’s far from over. But as inevitable as change is, most companies are still using a 1995 playbook to s…

Cisco Speaks is a new blog series where we share how our very own people are addressing the same challenges you tell us you’re experiencing. If you have a specific question or if there’s a topic you’d like to see us respond to in a future Cisco Speaks post, please contact us.  A part of the digital…

Ninety-one percent of anything is a big deal, which is why you need to pay attention to this: ninety-one percent of B2B purchases are influenced by word of mouth. A study by Blanc & Otus and G2Crowd shows the impact of recommendations and referrals in B2B is actually far greater than B2C, due to…

Influencer marketing is a well-established strategy in the B2C sphere. That’s a given. We’ve all witnessed the success consumer-facing brands have had when a stylized product image is placed in an influencers’ Instagram feed. But if you think influencer marketing isn’t a viable strategy for B2B, thi…

Jay Baer is the founder of Convince & Convert, a Hall of Fame keynote speaker and emcee, host of the award-winning Social Pros podcast, and the author of six books including Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth.   Every year, Edison Research and Triton…