Customer experience speaker Jay Baer delivered an insightful message to the business community during the Columbus Area Chamber of Commerce’s annual meeting at The Commons, emphasizing the importance of timeliness in customer satisfaction. He believes that businesses should strive for the following competitive advantage: speed, as customers care more than ever about their time, particularly after the pandemic. Baer, the founder of Convince & Convert Media, added that fast service feels like a gift to customers, while slow service steals their time. According to his research, two-thirds of customers said speed is just as important as the price. To provide excellent customer service, Baer urged business leaders to emphasize prompt service and anticipate and answer customer questions before they are asked. He cited the example of an oral surgeon in New York who calls his patients every Saturday before their surgery to ask if they have any questions, which he said, “blows people’s minds” and generates positive word-of-mouth recommendations. However, Baer also cautioned against being too fast, using the example of being served chicken enchiladas 90 seconds after ordering. He suggested that businesses should aim to be a little faster than expected, as this is the “magic place” where customers feel delighted.

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As the pandemic has shifted how people view their time, Baer said that business trends reflect how customers now value their time more than ever, such as the great resignation and the rise of remote work. Therefore, businesses focusing on speed and timely customer service will likely stand out in a crowded market. In conclusion, Jay Baer delivered an insightful message to the business community on the importance of timeliness in customer satisfaction. To provide excellent customer service, businesses should aim to be faster than expected and anticipate customer needs, like the oral surgeon who calls patients every Saturday before surgery. By focusing on speed and timely service, businesses can gain a competitive edge in a crowded market where customers value their time more than ever. Are you looking for a dynamic and experienced speaker to inspire your audience on customer experience and business strategy? Book customer experience speaker Jay Baer through Speaker Booking Agency today and give your event a boost of energy and insight. Contact us now to learn more about how we can help you book Jay Baer for your next event.