The biggest obstacle isn't the strategy—it's the mindset.

What separates great businesses from average ones? It's not just salesit's the experience they create. In this episode Matt Uber sits down with Anthony Alagona, founder of Buy Appointment Only, alongside keynote speaker Katie Mares, hospitality expert, author, and customer experience strategist. Together, they discuss why customer experience has become the biggest competitive advantage in the automotive industry and how businesses can transform customer interactions into lifelong loyalty. Katie shares her journey from luxury hospitality and the cruise industry to automotive retail, explains the difference between customer service and customer experience, and reveals why mindset—not strategy—is often what holds businesses back from achieving extraordinary results. Whether you're in automotive, sales, leadership, or any customer-facing business, this conversation is packed with practical insights that can immediately improve the way you serve your customers. ⏱️ Chapters 0:00 – Buy Appointment Only Vol. 4 Announcement 0:18 – What's Different About This Year's Event 2:04 – Why Customer Experience Matters More Than Ever 3:02 – Katie Mares' Journey Into Automotive 5:24 – The Five Steps to a Five-Star Experience 6:35 – Why Businesses Fail to Deliver Great Experiences 8:39 – Mindset vs. Strategy 10:53 – The Lifetime Value of a Customer 12:16 – Why Katie Was Chosen as a Keynote Speaker 13:28 – Hospitality as a Competitive Advantage 14:32 – The Mindset Every Attendee Should Bring 16:16 – Keeping Promises to Yourself 17:13 – The Value of Networking & Learning from Experts 17:39 – The VIP Hospitality Experience 19:58 – Event Details & Registration 20:37 – Final Takeaways If you enjoyed this episode, be sure to **Like**, **Subscribe**, and turn on notifications for more conversations with today's top leaders in sales, leadership, and business growth. #LeadershipLens #CustomerExperience #Hospitality #Automotive #SalesLeadership #BusinessGrowth #Leadership #CustomerService #KatieMares #AnthonyAlagona #MattUber #BuyAppointmentOnly #Dealership #Sales #Entrepreneurship