Explain this book to me - Def

Book 1, Episode 7: Chapter 15 & The Great Separator. What Did The Modern Customer Experience Look Like In 2015 And What Does The Great Separator Mean for 2020 & Beyond?

by | August 4, 2020



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. In the final episode of Book 1, Customer Service is Just Foreplay: The Modern Customer Experience Will Separate You From Your Competition, Josh and Jason finish the book and talk about what is next.  How did things change in the last 5 years and how will things change in the next 5-10 years?

Episode Highlights:

  • Is Jason an Android or an iPhone user? (1:53)
  • What was the last app that Jason downloaded? (2:49)
  • What was the last book that Jason has read? (4:12)
  • Jason says Fanatical Prospecting is the best prospecting book in the world. (6:30)
  • What does Jason attribute to his success, skill, or luck? (6:58)
  • Does Jason love to win or hate to lose? (9:10)
  • Joshua talks about the eight step process of how you recommend building the modern customer experience for an agency in 2015. (17:47)
  • Jason explains why step six is powerful which is to establish your brand and USP. (20:20)
  • Jason says that elevator speech is not what you say, it’s about what everybody is saying about you. (21:00)
  • Jason talks about the great separator. (25:20)
  • Jason explains the two ways to be able to tell the future. (29:40)
  • Jason discusses the three pillars of the great separator. (30:53)
  • Jason explains why we need to have a holistic approach. (32:44)
  • Jason mentions that Agency Intelligence is a technology-driven practice for utilizing data, people, and processes that allows insurance professionals to create a customer experience. (33:56)
  • Jason shares how he met Seth Zaremba and his background. (36:33)
  • Does Jason think that one of the three pillars is more significant than the others? (39:48)
  • Jason shares why he believes that process is vital for any organization. (40:51)
  • Jason mentions that with data, you’re going to know your people and it’s going to help you build stronger cultures. (47:40)
  • Jason explains what Munich Re does. (1:00:38)
  • In Jason’s opinion, the automated agency is not created yet. (1:03:02)
  • How would Jason classify his agency? (1:06:05)
  • Jason talks about the automated agency he tried with Nicholas Ayers, Christopher Cook, Travis Etheridge, and McBilly Sy. (1:13:48)

Key Quotes:

  • “I was given unbelievable skills by God.” – Jason Cass
  • “CSRS in the future will not be paid based on how well they know insurance, they will be paid based on how well they can mine data.” – Jason Cass
  • “Life is so awesome that the first two people on neon are Seth and Jason.” – Jason Cass

Resources Mentioned:


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