Explain This Book To Me

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

Resources Mentioned:

• Agency Intelligence
• Reach out to Jason Cass
• Reach out to Josh