is a hype-free social media and content strategist & speaker, and author of the New York Times best selling business book Youtility: Why Smart Marketing is About Help not Hype. Jay is the founder of Convinc & Convert and host of the Social Pros podcast.

2 articles posted

  • Speed is Not the Currency of Satisfaction in Customer Service

    Many companies agree: it’s not easy to hug your haters. But doing so makes business sense. Businesses that answer every complaint, in every channel, every time are businesses that consistently exceed customer expectations. They create advocacy...

  • Freezer Burns

    Creating Useful Marketing One Frozen Burrito at a Time

    Photo: Jonathan Fredin from Cary Magazine “You are in two businesses,” Joe Pulizzi says. “You’re in the ‘whatever business you’re in’ business, and you’re in the media business.” Greg Ng lives, breathes, sleeps, and eats this dichotomy. But mostly, he eats. Ng...