256: Built from Grit: Jay on Customer Experience, Reinvention, and Radical Integrity with Jay Sapovits

Navigating the Customer Experience

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In this compelling episode of Navigating the Customer Experience Podcast, we speak with Jay Sapovits, a dynamic and resilient entrepreneur with a flair for reinvention. Jay’s journey began with a bold move across the country at age 18, setting the tone for a life rich in unconventional choices and high-profile experiences. With a knack for spotting opportunity in adversity, Jay has built a career rooted in innovation, grit, and human connection.

From Retail to Revolutionary: The Ink Stores Story

Jay is currently leading Ink Stores, a full-service promotional company specializing in on-demand webstores. Originally a traditional storefront business, the pandemic forced a dramatic pivot. In response, Jay transformed the company into an online powerhouse that builds, hosts, and fulfills custom merchandise stores for businesses—with no inventory, minimums, or upfront costs. This reinvention not only helped Ink Stores survive but thrive in a competitive, post-COVID market.

Real-World Impact: Swag Without the Hassle

Jay shares a powerful client use case involving a holiday employee gift initiative. Rather than requiring HR to manage sizing, style, and distribution of branded jackets, Ink Stores created a custom online portal. Employees could independently select sizes, styles, and colors, and orders were shipped directly to them—eliminating friction, protecting employee dignity, and freeing HR from uncomfortable sizing conversations. It's a prime example of how Ink’s model prioritizes autonomy, convenience, and a seamless experience.

Jay’s Must-Have Business Tools & Books

When asked about a tool he can’t live without, Jay simply answers: Email. He's responsive to a fault—often replying within seconds—and views this real-time communication style as a core operational strength.

Two books stand out in shaping Jay’s business philosophy:

• Dig Your Well Before You’re Thirsty by Harvey Mackay – A classic on proactive networking.
• How to Become a Rainmaker by Jeffrey Fox – Jay's all-time favorite sales book, packed with short, punchy insights on winning and keeping clients. He frequently recommends it to job candidates and young professionals.

Strategic Priorities in Uncertain Times

As 2025 unfolds amid economic pressure and political shifts, Jay remains grounded. His three focus areas:

1. Stay connected with customers
2. Follow industry trends
3. Prioritize team culture and employee well-being

Notably, Jay refuses to raise prices despite rising supplier costs. He views opportunistic pricing as short-sighted and is committed to rewarding loyal customers with price stability—or even reductions. His values stand in contrast to what he calls “price gouging” across many industries.

What’s Next? A Leap Into Tech

Jay is currently expanding his capabilities through tech and AI by interviewing candidates for data science and development roles—areas outside his comfort zone but essential for scaling customer experience. His willingness to push into unfamiliar territory speaks volumes about his growth mindset.

Words to Live By

Jay shares a simple but profound quote taped to his computer:
“If you promise someone something, keep it.”

He explains that success is a series of doing simple things right—choosing the next right action, over and over again. In Jay’s eyes, life isn’t about making mistakes unknowingly; it’s about consciously choosing right versus wrong. Stacking up the right choices, he believes, leads to a meaningful, impactful life.

Connect with Jay Sapovits:
🌐 Website: www.inkdstores.com
💼 LinkedIn: Jay Sap

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