Welcome and Introduction - Minter Dial welcomes Jay Baer back to the show after five years. - Introduction of Jay Baer as a business growth and customer experience researcher, author, expert, and advisor. Jay Baer's Background and Expertise - Jay Baer shares his extensive experience in digital marketing and customer experience. - Discussion of his new book, "Time to Win," and its powerful insights. The Importance of Domain Names in Branding - Jay Baer explains the process of choosing book titles and securing domain names. - Emphasis on the significance of having a memorable and relevant domain name for branding. Empathy and Customer Experience - Jay Baer and Minter Dial discuss the decline of empathy in business interactions. - Jay highlights the importance of treating customers with dignity, respect, and kindness. - The concept of an "empathy deficit" in modern business and its implications. Efficiency vs. Empathy in Business - Exploration of the tension between efficiency and empathy in customer service. - Jay Baer argues that true empathy is circumstantial and requires understanding individual customer needs. - The challenge of balancing efficiency with genuine customer care. The Role of Speed in Customer Satisfaction - Jay Baer discusses the critical role of speed in customer experience. - The concept of "responding without answers" to manage customer expectations. - The importance of setting realistic expectations for response times. Internal Communication and Organisational Efficiency - The necessity of fast internal communication to achieve external responsiveness. - Jay Baer emphasises the need for internal cohesion and alignment to meet customer expectations. The Future of AI in Customer Service - Jay Baer predicts the increasing role of AI in customer service and its impact on job roles. - Discussion on the balance between AI efficiency and maintaining a human touch in interactions. Setting Expectations and Managing Customer Perceptions - The importance of setting clear expectations for response times and service delivery. - Jay Baer shares examples of how businesses can manage customer perceptions through effective communication. Conclusion and Contact Information - Minter Dial praises Jay Baer's pragmatic solutions and engaging insights. - Information on how to contact Jay Baer, hire him for speaking engagements, and access his books. - Mention of Jay Baer's website (jaybaer.com) and the book's website (thetimetowin.com) for further resources and research. Final Thoughts - Minter Dial reflects on the importance of balancing speed, empathy, and efficiency in business. - Encouragement for listeners to apply Jay Baer's principles to improve their customer experience strategies.