Earlier this year, I wrote an article on Jay Baer’s study on the impact of speed and responsiveness on customer experience and loyalty. It’s one thing to deliver an excellent customer experience. When you combine it with speed—in delivery, follow up and return messages, short hold times and more—you elevate the experience to an even higher level. It’s a competitive differentiator that will win business and create loyalty.
As great as the study is, I am even more excited about his recent book titled The Time to Win. Here’s what caught my attention. The book is short—and not only short, it is small. The entire book is just 69 pages, and its size is a tiny 3½ by 5 inches. (For those in the metric world, that’s 3.86 by 12.7 centimeters). The publisher is Uris 10 Media, known for the “Minibuk,” as in mini-book.
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