In honor of Customer Experience Day (10/3), I'm thrilled to be joined by my good friend, and fellow CX expert, Jay Baer. Jay is a Hall of Fame speaker, New York Times best-selling author of 7 business books, founder of 5 multi-million dollar companies,  and a trusted business growth advisor to 40 of the FORTUNE 500 brands.

In today's episode, Jay and I chat about his new book, "The Time to Win," and why speed and responsiveness are crucial for succeeding in today's experience economy. Jay explains why EVERY business needs a 'fast pass,' how to close the uncertainty gap with your customers, and the complex correlation between speed and trust.

Show Notes:

4:30 - Jay talks about his love for Tequila and how he has become a Tequila influencer on Instagram
6:05 - The intentional design of Jay's new book, "The Time to Win"
8:51- When you lose out on speed, it's often invisible
9:52 - Why customers perceive responsiveness as a sign of respect
10:55 - How businesses end up ruining their profit margins when they're too slow
12:54 - How speed contributes to the emotional connection your customers have with your brand
16:07 - Jay explains the Goldilocks Zone of speed
17:25 - Why being too fast can decay trust
21:35 - Why every business should offer a 'fast pass' option
25:54 - Expectations about time are more important than speed itself
28:04 - Jay shares his experience of ordering leather sneakers online and how the company exceeded his expectations
30:16 - The big mistake a sofa company made that completely eroded Jay's trust
35:13 - Do NOT overpromise on speed
36:07 - Brittany shares her experience at BNA airport and the problem with inaccurate signage
39:02 - A brand that Jay is a superfan of

Jay Baer's website
TheTime to Win

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About Brittany 

Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. 

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