“Every single time you respond to a customer complaint it increases advocacy. Every time you don’t it decreases it.” Jay Baer would know. For his new book Hug Your Haters, Jay didn’t just write about what he thought and felt about customer complaints. He commissioned a study from Edison Research to better understand the role customer service plays in how we build brands online. We talked about all of this — including his upcoming keynote at Social Brand Forum 2016 — on this week’s On Brand podcast.

About Jay Baer

Jay Baer is a marketing and online customer service expert and eye-opening keynote speaker who has advised more than 700 brands since 1994 including The United Nations, Nike, Cisco, Allstate and 32 of the FORTUNE 500 companies.

Jay is the most re-tweeted person in the world among digital marketers and is the President of Convince And Convert, a consulting firm where he and his team help companies gain and keep more customers. Jay also publishes the world’s #1 content marketing blog, the #1 marketing podcast, and a daily email newsletter.

He is a New York Times best-selling author of five books, an avid tequila collector and a certified barbecue judge.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Paul Warner in Spokane, Washington gave a shout to recent episode I did of The Business of Story podcast, coincidentally a part of the Convince and Convert podcast network. Thanks Paul!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

“People want to hang out with brands they like and trust. Those are the principles we were founded on in 1906.” As Chief Marketing Officer at Coldwell Banker Real Estate, it’s Sean Blankenship’s job to guide a brand going through one of the most disruptive periods in its 110 year industry with the help of 87,000 independent contractors as brand ambassadors. All of this provides challenges and opportunities I couldn’t wait to discuss more of this with Sean on this week’s On Brand podcast.

About Sean Blankenship

Sean Blankenship is the Chief Marketing Officer at Coldwell Banker Real Estate. He joined Coldwell Banker in June 2013 with nearly 20 years of marketing experience. A “digital native” with a wide-array of branding and product experience including Gulf States Toyota, Nissan North America, Inc., and noted digital agency iCrossing, Blankenship is responsible for developing and growing the Coldwell Banker global brand architecture, including the luxury home program Coldwell Banker Previews International®. Blankenship’s focus is on transforming the business through innovation and a consumer-centric marketing platform, which includes advertising, media, public relations, product development, promotions and marketing communications.

Blankenship is a graduate of California State University at Fullerton and earned his MBA from the University of Phoenix. He is a licensed REALTOR®.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

This past week I was a guest on former On Brand guest Park Howell’s podcast, The Business of Story. Thanks Park! Listen to the episode now.

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

On this week’s Social Sound Bite – recorded live at the KXIC studios in Iowa City – Jay and I discussed Facebook instant articles. These fast-loading, mobile friendly articles have been available for big publishers like The New York Times and National Geographic but are now on their way to the marketing masses this April. Listen for the full sound bite and enjoy these useful links to the news, trends, and tips included in this week’s show.

Beyond the Sound Bite

Remember, the Social Sound Bite is just the appetizer! On Monday morning we’ll serve up a fresh new episode of the On Brand Podcast. This week we’ll be talking to New York Times Best-selling Author Jay Baer.

Last but not least …

Until next week, see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

“I think 2016 is the year of the blog.” And Maddy Osman knows a thing or two about brands and blogging. That’s because she’s the force behind not one but two blog brands. Her lifestyle blog, Chicago Cheap Ass, helps young Chicagoans find the best deals in the second city. Over at The Blogsmith, Maddy helps personal brands and small businesses find their voice online through better blogging. I couldn’t wait to discussing stronger branding through better blogging on this week’s On Brand podcast.

About Maddy Osman

Maddy Osman is a digital marketer who has a passion for blogging. Her lifestyle blog, ChicagoCheapAss.com, shows young adults how the find the best deals and values in Chicago. If you’re more interested in learning how to be more effective with your own blog, check out her website, The-Blogsmith.com.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Recently Dewi Eirig Jones gave a shout out — all the way from Wales — on our recent episode featuring Brian Fanzo. Thanks Dewi!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

“Brands often fall flat when trying to be an Onion or a Buzzfeed.” As these irreverent powerhouses have taught us, humor can significantly impact your online reach. A mistake many make is trying to execute this potent mixture on their own. What they should be doing is looking to experts like The Onion. As social media lead for Onion Labs, Eric Munn and his team help brands bring the funny while connecting and engaging with their audience.

About Eric Munn

Eric Munn is Social Media Lead for Onion, Inc.’s creative services division, Onion Labs. Munn began his career at TrainSignal, where he grew the company’s social following organically by over 12K in less than a year. Shortly thereafter, Munn was recruited by Social@Ogilvy to help run social strategy for brands like CDW, Jim Beam, Pinnacle Vodka, and Braintree. In what one can only assume was a clerical error, Munn was contact by The Onion in 2014 to lead social strategy for Onion Labs and spends most of his days explaining how jokes work to brand managers.

Munn is a graduate of The University of Michigan and asks that all Ohio State alumni please vacate the premises.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Recently Joe Morris gave a shout out to a recent Social Sound Bite. Thanks Joe!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

On this week’s Social Sound Bite – recorded live at the KXIC studios in Iowa City – Jay and I discussed new features for brands on Facebook and Instagram. Facebook page managers can answer back in private and Instagram users can now seamlessly switch between accounts. Listen for the full sound bite and enjoy these useful links to the news, trends, and tips included in this week’s show.

Last but not least …

Until next week, see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

“If you’re looking at risks, you’re going to want to quantify those risks.” Whether its upset customers, out-of-control advocates, or failed campaigns, marketers have their hands full when it comes to managing online brand reputation in the digital age. In his new book — Managing Online Reputation — Communications Advisor Charlie Pownall does just that. I couldn’t wait to learn more on this week’s episode of the On Brand podcast.

About Charlie Pownall

Charlie Pownall is a communications adviser who draws on twenty years’ experience in public relations, government communications, advocacy and digital and social media marketing to advise companies, public sector bodies and individuals how to protect, manage and defend their reputations.

Previously Charlie was Regional Managing Director (Asia-Pacific) at public relations consultancy Burson-Marsteller, Global Communications Manager at advertising and marketing network WPP plc and Group Communications Director at European digital agency SYZYGY AG. He started his career as a speechwriter and press officer at the European Commission.

Charlie divides his time between Hong Kong and London, and is a regular commentator and speaker at conferences, business schools and universities. He is author of Managing Online Reputation.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Recently Andrea D. Smith gave a shout out to our recent episode featuring Sarah Green Carmichael of the Harvard Business Review. Thanks for listening, Andrea!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

“If you don’t embrace the new rules online you’ll be left behind if you aren’t already.” David Meerman Scott knows a thing or two about new rules. Over a decade ago his landmark book The New Rules of Marketing and PR was first published. Now in its 5th edition and used in classrooms throughout the world, this best-seller continues to set the stage for how we build brands in the digital age. I couldn’t wait to discuss this, his new Newsjacking course, and the role all of this plays in the upcoming presidential primaries on this week’s On Brand podcast.

About David Meerman Scott

David Meerman Scott is an internationally acclaimed strategist whose books and blog are must-reads for professionals seeking to generate attention in ways that grow their business. Scott’s advice and insights help people, products and organizations stand out, get noticed and capture hearts and minds.

He is author or co-author of ten books – three are international bestsellers. The New Rules of Marketing & PR, now in its 5th edition, has been translated into 26 languages and is used as a text in hundreds of universities and business schools worldwide. It is a modern business classic with over 350,000 copies sold so far. Scott also authored Real-Time Marketing & PR, a Wall Street Journal bestseller, Newsjacking, World Wide Rave, and the new hit book The New Rules of Sales & Service. He co-authored Marketing the Moon (now in pre-production as a feature-length film titled The Men Who Sold the Moon) and Marketing Lessons from The Grateful Dead.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Recently Lea Hensel gave a shout out to our recent episode featuring Drew McLellan. She even made a cool social graphic. Thanks Lea!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

On this week’s Social Sound Bite – recorded live at the KXIC studios in Iowa City – Jay and I discussed a fun story: a Twitter feud between Wendy’s and Burger King, which provided a good reminder on why it’s important to be human online. We also discussed the difference between what men and women search for on Pinterest. Listen for the full sound bite and enjoy these useful links to the news, trends, and tips included in this week’s show.

Remember, the Social Sound Bite is just the appetizer! On Monday morning we’ll serve up a fresh new episode of the On Brand Podcast. This week we’ll be talking to marketing strategist and author David Meerman Scott.

Last but not least …

Until next week, see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices

Today brands of all shapes and sizes are creating content. However, there are also brands known exclusively for the content they create. Such is the case of the Harvard Business Review, the separate publication arm of the Harvard Business School. How does a brand that’s over 90 years old and an extension of another brand that’s centuries old continue to innovate and evolve? I asked that very question and a few more to HBR Senior Editor Sarah Green Carmichael.

About Sarah Green Carmichael

Sarah Green Carmichael is a Senior Editor at Harvard Business Review. She also hosts their podcast, the HBR IdeaCast, which has been nominated for two National Magazine Awards under her tenure. Connect with her on Twitter: @skgreen.

As We Wrap …

Before we go, I want to flip the microphone around to our community …

Recently past guest and HBR contributor Heidi Grant Halvorson gave me a shout on Twitter about my upcoming book Get Scrappy. Thanks Heidi!

Did you hear something you liked on this episode or another? Do you have a question you’d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.

Last but not least …

Until next week, I’ll see you on the Internet!

Learn more about your ad choices. Visit megaphone.fm/adchoices