Business Leader, Bestselling Author and Hall of Fame Speaker's Insights

Scott McKain

Subscribe to Scott McKain: eMailAlertsEmail Alerts
Get Scott McKain: homepageHomepage mobileMobile rssRSS facebookFacebook twitterTwitter linkedinLinkedIn


Top Stories by Scott McKain

CRM on Ulitzer I was sitting in my local Starbucks, staring at my laptop wondering how to begin this blog. Then, as I looked around me, I noticed my fellow customers – students studying, Moms taking a little break, professionals such as myself getting a little work done outside the office on a wireless high-speed Internet connection and couples on their way to or from a day of golf – and it struck me. Right now, I am a customer at a coffee shop. So, I came here to get a cup of coffee, right? Well, yes and no. I certainly have the coffee I purchased sitting next to me – however, what I REALLY wanted was that…and much more. Are you certain that your organization is offering what your customers crave? Sure, the Starbucks example has been used way too often – but you have to admit that they DO understand that what their customers crave isn’t merely a cup of coffee, no... (more)

Apple and the Ultimate Customer Experience

Recently, I posted about the amazing, Ultimate Customer Experience that I had received, thanks to ONE Apple employee named Josh. Here’s a video about the story — and Apple CEO Tim Cook’s follow up! ... (more)

The Primacy of Civility…

For the past two days, I’ve been in a conference room in Phoenix — which, all in all, was better than being outside in 114 degree heat — as an incoming member of the Board of Directors of the National Speakers Association. And, while what goes on in the meetings is restricted from public consumption, as is the proper procedure, there is a singularly important aspect to the meeting I’m compelled to share. Particularly as it regarded one issue that was potentially highly sensitive, I was incredibly impressed with the respect and civility the members shared toward one another. The... (more)

You Never Know What Might Happen…

Thirty-three years ago, I was invited to go to Hershey, Pennsylvania and give a speech. I never in my wildest dreams could have imagined what would happen as a result… At the time, I was working all summer for the National FFA Organization at their summer leadership programs, teaching and directing a conference where over 100 high school students from across the country would take part each week in personal development activities and visit Washington, DC. This opportunity to address the awards banquet at the World Livestock Auctioneer Championship would be a chance to get away fo... (more)

You Don’t Know Your Competition…

Let’s make a little wager… I’ll bet you just about anything that I know your competition better than you. “How much?” you ask. Well, how much do you have? Let me immediately apologize for the arrogant nature of the question. However, I still feel confident that I’ll win the bet. Not because I’m smarter, have researched more, or have some innate psychic abilities. It’s because you think of the wrong business — or an incorrect individual — as your competition. Most of us believe our competition is the company that is selling a product or service that is the most similar to our own... (more)