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 the impact that an AMS has on your agency, and how in the future you may not even have an AMS. They also talk about how your website is your curb appeal to the virtual world with the do’s and don’ts of it. Episode highlights: What made Jason realize that we weren’t like San Antonio and why? (3:49) How was Jason’s transition going on with Veruna? (5:29) Jason shares how he met Seth Zaremba. (6:48) Jason talks about the transformation that he experienced. (7:46) Jason says that Veruna is a reliable and easy-to-use tool for data migration. (10:31) Jason shares that he was in a meeting when they inform him about the other seven main people that will get in with Salesforce. (13:53) What does Jason think will happen if Salesforce goes away? (14:35) Jason says that AMS will not go away, but just be transformed. (22:27) When Jason started his agency in a 50 to 56 square foot room, did he actually measure it? (24:39) Why does Jason feel that customers using his payment method isn’t a big deal, what has changed in the last five years? (26:20) Jason never expects that his clients will make the online payments as he just sends them a link through ePayPolicy. (27:39) Jason tells why he is against the agency or the company apps. (29:04) Jason thinks that we should always stay attuned to be someone's animal in the circus and make sure that it’s not us. (30:58) Does Jason feel that providing an actual quote on his website is necessary? Or we have to follow Marcus Sheridan’s method of calculating the cost? (32:06) Why are we comparing ourselves to an insurance company, as independent insurance when we provide something different? (44:20) Jason talks about his blog titled “What Does Super Mario Brothers Have To Do With Direct Writers?” (46:23) Jason shares that visible contact information and an appropriate welcome position call to action are important contents for a website. (49:02) Key Quotes: “You can either chase the shiny things or you can get rid of the dull things.” - Jason Cass “If we want to be partners, we need to be partners.” - Jason Cass “You'll be able to lead a team and an agency in business and an organization in your family when you know the difference.” - Jason Cass Resources Mentioned: Agency Intelligence Reach out to

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