Creating Superfans

Jay Baer on How Speed Creates A Competitive Advantage in Customer Experience

Oct 3, 2023

41:16

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