You know those moments when you imagine that the people you see as heroes become your friends. Meeting Scott McKain and now having him as a dear friend allows me to live out that dream several times a year.

The man is truly ICONIC - so it's no surprise that is what he has entitled his latest book. If you have not read his work or are unfamiliar with his work, that needs to change right now!!!!

Scott spends much of his life helping the world's best brands get better! His insights into customer service and consumer experience are soooo powerful. That's why I picked a boring and overused word, and thought I would see what Scott had to say about it!

Scott McKain who shares his insight into the word "Service". Listen in on our conversation and enjoy being a fly on the wall to our discussion. ScottMckain.com is where you can find the plethora of his brilliance. and my stuff rests comfortably at www.philmjones.com