<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=1005777859481350&amp;ev=PageView&amp;noscript=1">
Banking on Digital Growth Podcast

When Expecting an Experience Falls Flat (with Jay Baer)

Apple Podcasts          Spotify           Google Podcasts

Brief Summary of Episode #193

What is most important to you in life?

I know - it’s a big question.

But it’s one that consumers ask themselves more than ever when shopping with professional brands.

The existential crisis of a global pandemic changed how many people choose to spend their money.

Consumer choice became less about how much and more about why.

Why should they give that company their hard-earned money? 

Jay Baer, founder of Convince & Convert, gave me his insights on the rising phenomenon of purpose-driven experience in customer service. 

A 6-time author, Jay is a leading expert on word-of-mouth and content marketing.

He also shares some fascinating stories that give context to the importance of personal branding in marketing.

Building trust with your customer is critical for your financial brand, and part of that journey is being more than a business.

When businesses embrace societal issues as well as their own shortcomings they can evolve as a corporate citizen and even evolve as a part of their customers’ lives.

Businesses that do this for their customer base become more than just businesses, they become partners and thought of on a completely different level than traditional service providers.


Key Insights and Takeaways

  • Expectations in customer service (10:05)
  • The impact of negative reviews on customer retention (25:20)
  • Why leveraging your personal brand for professional networking is a good thing (30:00)

How to Connect With Jay Baer

LinkedIn |Website