Welcome and Introduction

- Minter Dial welcomes Jay Baer back to the show after five years.

- Introduction of Jay Baer as a business growth and customer experience researcher, author, expert, and advisor.

Jay Baer's Background and Expertise

- Jay Baer shares his extensive experience in digital marketing and customer experience.

- Discussion of his new book, "Time to Win," and its powerful insights.

The Importance of Domain Names in Branding

- Jay Baer explains the process of choosing book titles and securing domain names.

- Emphasis on the significance of having a memorable and relevant domain name for branding.

Empathy and Customer Experience

- Jay Baer and Minter Dial discuss the decline of empathy in business interactions.

- Jay highlights the importance of treating customers with dignity, respect, and kindness.

- The concept of an "empathy deficit" in modern business and its implications.

Efficiency vs. Empathy in Business

- Exploration of the tension between efficiency and empathy in customer service.

- Jay Baer argues that true empathy is circumstantial and requires understanding individual customer needs.

- The challenge of balancing efficiency with genuine customer care.

The Role of Speed in Customer Satisfaction

- Jay Baer discusses the critical role of speed in customer experience.

- The concept of "responding without answers" to manage customer expectations.

- The importance of setting realistic expectations for response times.

Internal Communication and Organisational Efficiency

- The necessity of fast internal communication to achieve external responsiveness.

- Jay Baer emphasises the need for internal cohesion and alignment to meet customer expectations.

The Future of AI in Customer Service

- Jay Baer predicts the increasing role of AI in customer service and its impact on job roles.

- Discussion on the balance between AI efficiency and maintaining a human touch in interactions.

Setting Expectations and Managing Customer Perceptions

- The importance of setting clear expectations for response times and service delivery.

- Jay Baer shares examples of how businesses can manage customer perceptions through effective communication.

Conclusion and Contact Information

- Minter Dial praises Jay Baer's pragmatic solutions and engaging insights.

- Information on how to contact Jay Baer, hire him for speaking engagements, and access his books.

- Mention of Jay Baer's website (jaybaer.com) and the book's website (thetimetowin.com) for further resources and research.

Final Thoughts

- Minter Dial reflects on the importance of balancing speed, empathy, and efficiency in business.

- Encouragement for listeners to apply Jay Baer's principles to improve their customer experience strategies.