The Time to Win
IT'S HERE!
I just released my brand-new report,?Time to Win: The 2022 Consumer Patience Study.??
This comprehensive, national research shows:
?How patience has changed since the pandemic
?How long consumers are willing to wait?
?Response time expectations for phone, email, social, chat, etc.
?How consumers feel when businesses are faster (or slower) than they expect?
?The relationship between responsiveness and revenue?
AND, amazing findings about?which is the most patient generation, and which is the least.?
This research demonstrates that SPEED is the most vital ingredient in the customer experience mix.
I've been fascinated by the impact of speed on CX for years, and my last three books have included sections on this idea.
But this is my deepest dive yet. This is a major, new study with first-of-its-kind findings and analysis about consumer patience, and the need for business to get a LOT faster in most areas.
I'd love it if you'd take the time to review?The Time to Win study.??
领英推荐
And I'd love it ever more if I can present these findings at your event, or on your podcast.?
I'm also working on custom, company-specific versions of this research to help businesses understand the speed demands of their own customers.?
Interested in any or all? Just comment below. Thanks!
The Books Report
Full of stories and applicable lessons, Jim Knight's new book is fantastic!
Service That Rocks?is a different kind of customer service book because it emphasizes the importance of a service CULTURE, not just a service PROCESS.?
Jim believes you simply cannot deliver outstanding service without outstanding people who truly want to be there, and I agree.
Launches officially in two weeks.?Pre-order today!
Jay's Faves
Allegedly, nighttime temps will be in the 50s soon, here in Indiana, which means two things: pants season + fire pit season.
A lot of the cool kids are buying Solo stoves. And they are pretty sweet. But in the spring I instead bought the?Tiki Fire pit.??
From the same folks that make Tiki torches, this fire pit is smokeless, has cool looks, AND runs on wood pellets.?
Put bag of pellets in the fire pit. Light corners of bag. Enjoy fire like a cave person.
#1 Researcher and Speaker on Generations. 1,000+ standing ovations. 200+ TV interviews. 150+ research studies. At GGK, I lead custom research to fuel thought leadership for clients. Most importantly, I’m Rya’s dad.
2 年Awesome!!!
Expert Customer Experience Management Training ? Mystery Shopping & Business Assessments ? Event Services
2 年Great patience study.