In Customer Experience, Speed Equals Caring
Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win, and insights on how speed impacts customer experience and revenue.
“Speed is the most important component of customer experience and the only one that never pauses or goes backward. Customers’ expectations for speed and responsiveness escalate every year without fail.”
“Speed equals caring. Most customers believe that if it takes somebody a while to get back to you before they have your money, they might take longer once they have your money.”
“If you’re not consistently the first to respond to customers, it doesn’t matter how good you are or how much you charge, you are losing business.”
“The pandemic has permanently changed our society. It forced us to come face to face with our own mortality, and as a result, we care more about how we spend our time than we did two years ago. Wasting your customers’ time is a mistake that you have to stop making.”
Jay Baer is a customer experience and marketing expert. He is the author of six best-selling books, including, Youtility, Hug Your Haters, and Talk Triggers. His new study, The Time to Win, measures the impact of speed and responsiveness to customer experience and loyalty.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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