Jay Baer

Youtility

Jay Baer ·2013 ·Beginner

4.2

Baer argues that marketing so useful people would pay for it beats hype. Examples show how brands build trust by helping first.

• Be useful enough that people would pay for it
• Help builds trust that hype cannot
• Make information easy to find

Best for: Brands that want to earn attention by being useful

Talk Triggers

Daniel Lemin and Jay Baer ·2018 ·Beginner

4.1

How to design a deliberate operational differentiator that gets customers talking, with a four step process and many real world examples.

• Same is lame
• Design a differentiator customers will repeat
• Word of mouth can be engineered

Best for: Businesses that want customers to talk about them

Hug Your Haters

Jay Baer ·2016 ·Beginner

3.9

Baer shows that answering every complaint, especially in public, builds loyalty and trust. Includes a practical framework for responding online.

• Answer every complaint, in every channel, every time
• Public complainers want an audience; respond publicly
• Complaints are free customer research

Best for: Brands handling reviews and complaints on social media