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:
