DISTILLED WISDOM: JAY BAER ON HUMAN-CENTRIC TRANSFORMATION AND LEADERSHIP

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy.

About the Guest

Jay Baer is a business growth and customer experience author, researcher, and advisor. A 7th-generation entrepreneur, Jay has written 7 best-selling business books and created 6 multi-million dollar companies.

He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. An inductee into the Professional Speakers Hall of Fame, this year Jay was voted the world’s No. 1 Global Guru for online marketing, and No. 2 Global Guru for customer experience. And in his spare time, he is the second-most-popular tequila influencer and educator on the planet.

Relevant Links

https://www.instagram.com/jaybaer/

https://www.linkedin.com/in/jaybaer/

The Top 3 Key Learnings

1. Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.

2. Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.

3. Empathy in Service: Personalized and empathetic interactions, even small gestures, can leave a profound and positive impact on customers.

Chapters

00:00 Game Start

00:33 Introduction of Jay Baer

01:05 Jay Baer's Background and Values

02:13 The Importance of Adding Value

04:31 Learning from Negative Customer Experiences

07:22 Positive Customer Service Experience with Delta Airlines

09:56 Handling and Learning from Customer Complaints

12:54 Building a High-Quality Customer Service Team

16:15 Balancing Standardization and Personalization

18:29 Leadership Qualities for Exceptional Customer Experience

20:00 The Future of Customer Experience and AI

22:30 How to Contact Jay Baer

24:11 Jay’s Golden Nugget on AI and Data

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