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 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:
ENJOY THIS EPISODE HERE
- Listen on Apple Podcasts
- Listen on Amazon
- Listen on Google Podcasts
- Listen on Spotify
- Listen on Pandora
- Listen on iHeartRadio
RATE, REVIEW & SUBSCRIBE HERE
“I love the SIMPLE brand With Matt Lyles podcast!” Does that sound like you? If so, please consider rating and reviewing my show! This helps me support more people (just like you!) create simple experiences for their customers and for their team members.
Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode!
Also, if you haven’t done so already, go ahead and subscribe to the podcast. I’m adding a bunch of bonus episodes to the feed and, if you’re not subscribed you’ll likely miss out on them.
