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The need for speed: Why responsiveness could be your quickest way to Customer Love

Jay's approach to Customer Love

In this episode we spoke with Jay Baer, renowned CX strategist, researcher, and bestselling author of The Time To Win. 

Jay discussed the importance of responsiveness in CX and how to strike the balance between speed and personalisation to drive maximum engagement with your customers.

During our chat, Jay shared examples of companies he's seen striking this balance to great effect and what impact this has had on their business. 


About Jay


Jay Baer is a customer experience and digital marketing pioneer, expert, advisor, researcher, and analyst. He has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. A 7th-generation entrepreneur, Jay has written six best-selling books, and founded five, multi-million dollar companies.

Jay is an inductee into the halls of fame for professional speaking and word of mouth marketing, and the creator of multiple award-winning podcasts. He is also one of just two people in the world listed as one of the top 30 "Global Gurus" in two different knowledge categories (customer service and internet marketing). He founded the strategy and analysis firm Convince & Convert and is a board member of Experience Dynamic, a full-stack customer experience services collective. Media outlets like CNBC, NPR, Fox Business, and The Wall Street Journal frequently rely on Jay to comment and contextualize top trends.

His very popular twice-monthly newsletter is at Jay loves growing businesses, delivering presentations (in-person or virtual) that audiences love, and plaid suits (meeting planners get to pick which suit he wears). He’s also a licensed tequila sommelier and a certified BBQ judge.

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