Böcker av Scott Mckain

In The Ultimate Customer Experience, Scott McKain, award-winning speaker and author, reveals the five steps for connect with customers in today’s changing workplace. When was the last time you were a customer and received the Ultimate Customer Experience? Can you even remember? I’ve received great service from companies that I know didn’t give a damn about my business. You have, too, I’ll wager. How did that happen? Here is one possible answer: an individual cared about customers and overcame the obvious deficiencies in their organization’s inferior approach and lack of values. There are five fundamental aspects to create the Ultimate Customer Experience for the clients and prospects you deal with every single day. Even during this post-pandemic period as we come to grips with—and try to learn how—business has been changed forever, the level at which we connect with customers has never been more important. The five steps to creating an Ultimate Customer Experience are: 1. Don’t Make It Right . . . GET It Right! 2. Make a Great Impression 3. Serve with Empathy 4. Connect with Emotion 5. Take Personal Responsibility If your company gave you this book, it means they are committed to improving the experiences you create for customers and colleagues. No organization invests in an activity—or asks their employees to invest in an activity—in which they had little interest. Your company believes that you are its most important asset! If you are investing your own resources reading this book, that means you’re taking the most important step any of us can ever take—a step toward personal growth. You wouldn’t read this book if all you want to do is tread water and remain the same. You must take personal responsibility for how you engage your customers—let me show you how.

Named by Forbes Inc. as one of the Top Ten business books of 2018. Scott McKain, award-winning speaker and author, explains how to move beyond being distinctive and to take your brand and business to the next level, to become iconic by knowing your customer and audience and providing the Ultimate Customer Experience every time. What if merely "standing out" from your competition isn't enough to take your brand and business to the highest level? How do you become an iconic organization or leader? Being distinctive in the marketplace used to be the pinnacle of success. In today's global marketplace, that mountain has become significantly more difficult to climb. And, with the explosion of social media, the competition for attention -- and customers -- is more intense than ever before. Standing out is not only more challenging than ever, it now has less of an impact on sustained growth. To be a lasting company, leader, or brand on a positive trajectory today, one must become iconic. In his new book, ICONIC, award-winning author and speaker Scott McKain examines what an iconic organization or leader is -- and helps you attain and retain that rare status. If your company has slipped in its standing (for example, think Sears or Nokia), McKain teaches you how you can regain your position. This is accomplished through unconventional ideas such as: • Go negative for greater success • Do not "under-promise/over-deliver" • Quit selling your products and services ICONIC is filled with insightful advice and practical examples. It's not a book merely expressing an unproven, unrealistic theory. ICONIC teaches the critical, specific steps required to attain the highest level of distinction. Each chapter includes study questions to be used in company-wide or departmental focus groups to help you achieve iconic status. And, the examples used are not merely another recitation of praise for Starbucks, Apple, Google, Southwest, and Amazon. You will discover the only two factors upon which customers and employees judge your organization. You'll meet and learn from the millionaire chimney sweep…the valet parking attendant building an iconic craft brewery…the single store steakhouse in the Midwest with higher revenue than New York City's famed Tavern on the Green…and many more. ICONIC delivers powerful, practical, and precise steps for anyone from a Fortune 500 CEO to a solo-entrepreneur. From major industries to network marketing, there are critical insights awaiting you in ICONIC. The goal of this book is to is to help you and your organization achieve iconic status through sound research and practical wisdom. After reading ICONIC, you will be ready to take your business to the highest level.