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Episode #11: Episode #11: Transcending the Transaction
What does it really take to earn loyalty when speed and automation dominate nearly every industry?
In Episode #11 of PoolSide, we welcome Jay Baer, Hall of Fame keynote speaker, customer experience and marketing expert, and author of Human.Kind. and Ignite a Word-of-Mouth Wave.
As public entity pools gain efficiency through innovation, the real question becomes: What are we doing with the capacity we get back?
In relationship-driven industries like pooling, our differentiator has never been speed alone. It’s trust, proximity, and personal connection.
Jay shares how intentional moments spark loyalty, why advocacy is earned through experiences, and how leaders can ignite a wave, one meaningful interaction at a time.
GEM Board Meeting & Members’ Session (Thursday, April 30, 2026)
GEM will hold a one-day Board Meeting and Members’ Session (Members’ Roundtable) on Thursday, April 30, 2026 at the Le Meriden-The Madison. Registration is open for members, staff, and associated […]

