Scott McKain - The Ultimate Customer Experience

SIMPLE brand With Matt Lyles

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1+ y ago 43:23

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In this week’s episode of the SIMPLE brand podcast, I talk with Scott McKain.

Scott’s a globally recognized authority on how organizations and professionals create a distinction to attract and retain customers. He’s a member of the Professional Speakers Hall of Fame. And he’s one of 24 members of the “Sales and Marketing Hall of Fame.”

And Scott’s the author of eight best-selling customer experience books including his latest - The Ultimate Customer Experience: 5 Steps Everyone Must Know to Excite Your Customers, Engage Your Colleagues, and Enjoy Your Work.

Here’s what we discuss:

Scott learned the value of customer experience from his father’s grocery store
While customer expectations have changed, the basic premise is still the same
Customer loyalty is only created through emotion
What James Cameron’s The Titanic teaches us about word of mouth
Customers don’t want you to make it right - they want you to get it right
The ultimate customer experience drives customers to repeat and refer
Customers compare you to every great experience, not your direct competitors
How the Fairmont Scottsdale Princess resort created the ultimate experience with golden retrievers
The right way to be empathetic to customers
Leaders need to model the behaviors they expect from employees

RESOURCES FROM THIS EPISODE:

150 つのエピソード

#Business #Matt Lyles #Brand #Experience #Content #Social Media #Customer Experience #Leadership #Organizational Culture #Productivity #Business Strategy #MBA #Marketing