SIMPLE brand With Matt Lyles
Do you ever wonder why the top brands are winning? It’s because they provide customers with the one thing that most brands aren’t - simplicity. How can you learn from them and create the same experiences on a smaller budget? The SIMPLE brand podcast will help.Join Matt Lyles, and his guests, as they share tactics, tips and strategies to help your business brand out from the crowd. You’ll learn how to create simple experiences for your customers and your team members through marketing, branding, content, social media, customer experience, leadership, organizational culture, productivity and so much more! Your customers live in a complicated world. Let’s make it SIMPLE. Guests include: Andrew Davis, David Burkus, Dee Ann Turner, Grant Baldwin, Heather Heuman, Melanie Deziel, Ray Edwards, Roger Dooley, Stacey Hanke and many others.
SIMPLE brand With Matt Lyles
Scott McKain - The Ultimate Customer Experience
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Matt Lyles
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Episode 113
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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: