On this episode, Amelia welcomes Jay Baer, Hall of Fame Keynote Speaker and Emcee on Marketing and CX and founder of Convince & Convert Consulting. Jay is also the author of six books.
In this conversation, Jay discusses:
- Technology changes, but customer expectations still lead the way for businesses.
- Speed may be the most important component of the customer experience.
- The pandemic puts more of a premium on the way people look at their time.
- Speed in customer experience never goes backward.
- There is a correlation between quick responsiveness and customer satisfaction.
- AI keeps getting better, and it makes customers more likely to choose that option.
- The best AI is the kind where a customer has no idea it’s AI.
- There are situations where your customer service can be too fast. There is a perfect speed that Jay calls the “right now,” which is just faster than the customer expects.
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