Jay Baer - The Time to Win: Increasing Speed and Responsiveness in Customer Experience

SIMPLE brand With Matt Lyles

In this week’s episode of the SIMPLE brand podcast, I talk with Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth and Hug Your Haters: How to Embrace Complaints and Keep Your Customers!

Jay’s one of the world’s top 30 Global Gurus in customer service AND online marketing and is a hall of fame keynote speaker. And Jay’s the author of six best-selling books.

Jay and I discuss insights from his latest research study - The Time to Win: The 2022 Consumer Patience Study. It’s all around brand speed and consumer patience. And it provides all the evidence you need to increase your speed and responsiveness in your customer experience.

Some of the topics we discuss include:

• The importance of speed in customer experience
• How to know exactly how fast to be for your customers
• Situations where being TOO fast can actually hurt your business
• The surprising data that shows which age demographics are less patient than others
• How to increase revenue by offering a “fast pass”
• How providing proactive content helps save time and decrease customer service expenses

RESOURCES FROM THIS EPISODE:

• Time to Win: The 2022 Consumer Patience Study
• Jay’s website
• Jay’s book - Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth
• Jay’s book - Hug Your Haters: How to Embrace Complaints and Keep Your Customers
• Jay’s tequila review profile on Instagram