In this week’s episode of the SIMPLE brand podcast, I talk with Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth and Hug Your Haters: How to Embrace Complaints and Keep Your Customers!Jay’s one of the world’s top 30 Global Gurus in customer service AND online marketing and is a hall of fame keynote speaker. And Jay’s the author of six best-selling books.Jay and I discuss insights from his latest research study - The Time to Win: The 2022 Consumer Patience Study. It’s all around brand speed and consumer patience. And it provides all the evidence you need to increase your speed and responsiveness in your customer experience.Some of the topics we discuss include:The importance of speed in customer experienceHow to know exactly how fast to be for your customers Situations where being TOO fast can actually hurt your businessThe surprising data that shows which age demographics are less patient than othersHow to increase revenue by offering a “fast pass”How providing proactive content helps save time and decrease customer service expensesRESOURCES FROM THIS EPISODE:Time to Win: The 2022 Consumer Patience StudyJay’s websiteJay’s book - Talk Triggers: The Complete Guide to Creating Customers with Word of MouthJay’s book - Hug Your Haters: How to Embrace Complaints and Keep Your CustomersJay’s tequila review profile on Instagram