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:

• Scott’s site
• Scott’s book - The Ultimate Customer Experience
• Scott on LinkedIn