When Jay Baer set out to write another book following his New York Times bestseller, Youtility, he thought he was going to write about the need for speed in both marketing and customer service. But a proprietary study he commissioned with Edison Research pushed him a different direction.
“While speed is important and is getting more important, it is not the most important,” Baer says. “What is more important is actually showing up.” With that, Baer changed his thesis. “Complainers aren’t your p...
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