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?

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 me