Assembly: Jay Baer

Jay: customer experience, we talk about it in business all the time as if it is a thing as if it is a knob that you can twist or a switch that you can flick and it's not customer experience. Isn't a thing it's literally all of the things, right. Customer experience is how we make our customers feel.

That's it. But those feelings are, are dictated entirely. Customer expectations. So with all about the Delta, between what customers think will happen in what actually happens,

Flourish CX the only show helping CX leaders do one day empower their customers. Each episode, democratizes best practices while leaving you feeling both inspired and equipped to take action. Let's get.

Alon: Billions of dollars are being poured into customer experience. So why is customer satisfaction at an all time low I'm alone, walks your host for this episode of flourish?

CX my guest, Jay Baer is an Inspirational Customer Experience Officer, best-selling CX author and certified tequila sommelier. Believe it or not, he mixes a lot qualification with his work as well. Jay says the key to customer satisfaction is understanding the expectations, which of course are constantly.

The other problem is every company says that they are customer focused, but they are not backing those words up with choices that allow them to meet and exceed every rising customer expectations. As you listen to our conversation, ask yourself how well you understand what your customers are looking for, but first, a little tequila, most podcasts, and.

Give you five minutes to just read your LinkedIn profile and resume, which people can do at their own. I'm going to ask the reverse, who, and what would you be if you will, not this guru exceptional understanding person of everything, marketing customer experience and everything around the customer itself.

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Jay: long time ago before I was a marketing and customer experience author, an expert, I was a political consultant and I managed to political campaigns, but discovered that that's kind of a dirty business. So got out of it and got into this in the future. If I wasn't doing this, I would either be. A standup comedian, but I don't actually really have the courage to do it.

I may have the skills, but I don't have the courage. But when I really would like to be is an owner of a tequila bar. I am a certified tequila Somalia. And so I spend as much time as I can teaching people about finding tequilas. That's probably not a commercially viable career for me, especially living in a relatively small town.

But if I got to pick that's what. Okay.

Alon: Now you blew my mind. Now, if I could combine all three, if you would like a tequila serving expert who enjoys that fun has fun and comedy and puts it into politics. I think the world would be better.

Jay: I think I could get elected to anything with that platform, right.

Free tequila for all and nothing but laughs.

Alon: democratize the Keela to every person. Uh, I mean maybe that's one way to fight COVID to do not by the way, but from every time I've heard you speak and uh, our different engagements along the years, you do like the light side and the funny side.

So I do think you are a comedian at heart. Not in order just to make people laugh, but you integrate that well. So I don't think you have that scary element, but maybe have being in front of a stage with a microphone is pretty scary.

Jay: Well, it's different, right? So I do a lot of MC work. but stand up comedy where it's like, I have a routine. And I'm gonna make you laugh for, for, you know, six to 60 minutes. That to me is hard. the number of lines. That they bake into an hour. It's a lot more than 60, right? So what they try to do three or four laughs per minute. I'm funny, but I'm not that funny. That's different. It's a different level of funny you're

Alon: George JV.

Jay: Okay. I get it. Exactly