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 talk about the second half of the Infographic from the book. They discuss how to propose, not quote, the sale through technology and automation. How to onboard and service your new clients with welcome packets, self-service options, mobile app, email, and social media and what to do to cross sell and refer more business to your agency. Episode Highlights: What is the one thing from the book that people agree with Jason about, and what is the one thing about the book that people disagree with him about? (1:44) Jason says that he writes blogs whenever he goes camping. (2:45) Jason mentions that he’s writing about API versus RPA. (2:53) Jason believes that RPA will turn into a robotic process. (3:17) Jason thinks that many people get upset because they pride their whole life on customer service, and society has changed it to customer experience. (4:17) Jason says that the main pushback he’s getting is that people don't want to change. (5:53) Jason says that customer experience is a huge part of the great separator. (6:48) Josh says that when he read the statement of the CEO about independent agents, he felt betrayed. (7:26) Jason shares his opinion about the CEO’s statement. (7:46) Are agents moving in the direction of being able to replace insurance companies with any form of mechanism or will there always be insurance companies around, but fewer insurance companies? (10:02) Jason says the people have figured out that in certain industries a middleman is not necessary, but sometimes it is. (12:09) Jason believes that agents will eliminate each other, and employees will eliminate you quicker than your outside competition will. (13:30) Josh shares that we should eliminate the word quote or quoting from our vocabulary. Instead, we use the word proposal or proposing because quoting is when you give someone a price, and as independent insurance agents need to do is propose. (14:07)

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