(Part 2 of 2) See Part 1 in EP009. We continue our discussion with jaybaer.com, Hall of Fame Keynote speaker and the author of SIX best-selling books which all point to the importance of the customer experience. One of those books is ‘Talk Triggers’ which delves into creating intentional mechanisms within the day-to-day carrying out of your business which spur your customers to CHOOSE to talk enthusiastically about you to their friends, colleagues and networks. This is without being prompted by you! This introduces the importance of having a contagious Word Of Mouth (WOM) strategy –which creates involuntary marketers out of your existing customers and ultimately wins you more business (for free!) If you haven’t listened to the first part of our conversation (in EP009) where we explained what a Talk Trigger is and what the structure of true and impactful Talk Trigger is, make sure you listen to that one first. It will help contextualise this second part to the conversation for you. With 91% of B2B decisions being influenced by word of mouth, it is so important that we consider the stories that our key contacts might be telling their networks and design experiences that feed them with great stories to tell. Have you ever wondered why a deal with a key account is stalling, not going anywhere fast or, at worst, heading in the direction of the competition? Do you know what stories your key contacts are telling about you when you are not in the room? - - - 𝗝𝗔𝗬 𝗕𝗔𝗘𝗥 𝗕𝗜𝗢: Jay Baer, CSP, CPAE has spent 27 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 36 of the FORTUNE 500. His current firm, Convince & Convert, provides content marketing, social media, and customer experience advice and counsel to some of the world’s most important brands. Jay is best described as one of the world’s most inspirational marketing, customer experience, and customer service keynote speakers. He is a Hall of Fame speaker and emcee, a New York Times best-selling author of six books and an Internet pioneer. As a 7th-generation entrepreneur, he has founded five, multi-million-dollar companies and today runs his digital strategy consulting and media firm, convinceandconvert.com. Jay has two College-age children and lives in the idyllic college town of Bloomington, Indiana with his wife and travels from Indianapolis to speaking opportunities world-wide. 𝗗𝗔𝗩𝗜𝗗 𝗩𝗘𝗡𝗧𝗨𝗥𝗔 𝗕𝗜𝗢: David is the principal KAM consultant & Managing Director at KAMGuru.com, a specialist Key Account Management training and consultancy business, based in the UK. David is a Speaker, Author and Performance Coach with more than a decade of hands-on and consultative experience in sales and management roles in the leisure, entertainment and telecoms industries. =========