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In this episode of Explain This Book To Me podcast, host Josh Lipstone continues his conversation with Jason Cass, author of Customer Service Is Just Foreplay: The Modern Customer Experience Will Separate You From Your Competition. Josh and Jason discuss how the independent insurance agent is like a frog in a pot of boiling water, the companies that you need to be successful, and the impact of a phone call with a prospect about the past experiences she had with Geico Insurance. 

Episode Highlights:

  • Josh reminds the loyal listeners to remember the story of The Ringling Brothers and what happened to Cirque du Soleil. (2:35)
  • Josh mentions the controversial McKinsey report. (4:04)
  • Does Jason have any thoughts on how to provide a better customer experience? (4:19)
  • Jason talks about his trip to St. Louis. (5:53)
  • Josh shares the excerpt from chapter two of the book, “The Ground Rule”. (7:30)
  • Does Jason think that the frog is about to cook to death, or the frog still has time to jump out of the pot? (8:34)
  • Should travel agents, or the companies be the animal? (9:03)
  • Jason shares how independent agents helped the people in South Carolina. (11:23)
  • Josh and Jason mentioned the eBook entitled Leaders Helping Leaders Lead Their People, Coping With COVID-19. (12:11)
  • Josh mentions the companies that are recommended specifically for this book. (12:29)
  • Josh mentions the companies that Jason recommends to the loyal listeners. (12:35)
  • Jason mentions that the ePay policy provides a better experience for the consumers. (20:23)
  • Jason shares that Advisor Evolved is still the best and will be with them for the next five to ten years. (20:37)
  • What kind of convenience is Jason creating? (26:50)

Key Quotes:

  • “Just because you’re consistent with something doesn’t mean that it’s convenient for your customer. I can consistently do the same thing year in and year out. But if my customer isn’t able to get to it easily, they’re just not going to do it.” – Josh Lipstone
  • “I have to do what I always say I do, and make sure that agents out there in my agency specifically, are using the best tools of today.” – Jason Cass
  • “Never eat lunch alone, start meeting with other people that are inside of your town in your community…and ask those people, how do I get going, what should I say? What should I do?” – Jason Cass

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