Little Things Make a Big Customer Experience Difference

by Jay Baer
February 4, 2015 Little Things Make a Big Customer Experience Difference by Jay Baer Leave a Comment Get all JayToday episodes at http://jaytoday.tv When I shot this episode of Jay Today (my thrice-weekly, three-minute video show on business, life, and social media) I was in beautiful Puerto Vallarta, Mexico on the annual Convince & Convert Team Strategic Planning Session.Read the full article

Why the Little Things Matter Big Time - #JayToday

EPISODE 85 I ripped on Delta a few weeks ago because I felt like they were undercutting their most loyal members (http://youtu.be/Kg4U4ykTNjs). But sometimes a brand does something to win back your heart and your trust. I was in Atlanta making a connection on my way to sunny Puerto Vallarta, and the agents thanked me for being a platinum member when they scanned my boarding pass. Pretty standard behavior as far as I've seen, but what they did next surprised me. They scanned my wife's boarding pass and said: "Mrs. Baer, I just want to thank you for allowing your husband to live on our planes. Sometimes the wives get ignored, but I just want you to know how much we appreciate you." Wow! Talk about something that really changes the way you feel about an organization and makes your day. There are two lessons here for your business: 1. It's the little things that count. Find small things that don't cost anything but time and desire to do and make them happen. 2. Allow your team members to work off-script. These unplanned events are often the things that have the biggest impact on your organization. SUBSCRIBE: https://www.youtube.com/jaybaer00 SPROUT SOCIAL SHOUT OUT Today's Sprout Social shout out goes to Lisa Loeffler (http://twitter.com/lisamloeffler), who is the publicity and events director at Convince & Convert and helped plan this magnificent retreat for the team. She's also a great follow in social media and runs our new Convince Twitter account (http://twitter.com/convince). OUR SPONSORS Candidio (http://candidio.com), a simple and affordable video production company. Follow @candidio on Twitter. Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day. Follow @sproutsocial on Twitter. ABOUT JAY TODAY Jay Today is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration at http://bit.ly/JayToday.


You Can't Cut Your Way to Success - #JayToday

EPISODE 86 I got some sad news recently. Sports Illustrated has laid off its last six contract photographers and is going to go full freelance instead. Sports Illustrated is known for its photography, so why would it let go of the people who helped make it known for this? Southwest Airlines is still the only airline that offers a free checked bag and no change fees. They probably lose thousands if not millions of dollars each year by offering this, but they recognize that it's an important value-add to their customers, so that's why they continue to do it. Taking the thing that made you special and getting rid of it is the worst thing you can do for your business. If I were running Sports Illustrated, I would make it nothing but pictures. I would capitalize on that amazing photography that put the magazine on the map. Cutting your way to success has never worked, and it never will. SUBSCRIBE: https://www.youtube.com/jaybaer00 SPROUT SOCIAL SHOUT OUT Today's Sprout Social shout out goes to CC Chapman (http://twitter.com/cc_chapman), a wonderful photographer and fantastic content marketer. I heard about this Sports Illustrator story from CC, and he's always a great source for marketing news. OUR SPONSORS Candidio (http://candidio.com), a simple and affordable video production company. Follow @candidio on Twitter. Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day. Follow @sproutsocial on Twitter. ABOUT JAY TODAY Jay Today is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration at http://bit.ly/JayToday.