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

Scott McKain

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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)

It’s Sheer Joy To Watch This Video

One of my favorite bloggers, Bob Lefsetz, was noting a YouTube posting that has had over 14 MILLION views — a video from handheld camera shooting a wedding couple’s entrance to their ceremony. Now…stop and think about that for a second. Hollywood spends literally BILLIONS of dollars to try to get people to watch their programming. Yet, this little wedding video has had almost DOUBLE the viewers that legendary program “CSI” got last week! Now, there are lots of reasons we could suggest — however, I feel pretty strongly about one: The video is sheer joy. If you can watch this — set... (more)

So, Why Isn’t Everyone Doing This?

Posting from my iPhone at LAX. I’m flying Virgin America today for the first time, and I’m waiting at the gate to board a flight to JFK/New York City. I’m already impressed. When I walked up to the ticket counter, hip music was playing. The counter is lower than other airlines, so you don’t perceive a barrier between you and the ticket agent. After my bags were checked, the agent stepped from behind the counter to hand me a boarding pass and point me to security. The way she handled it was if I had bought a ring from Tiffany’s! Even though I’m hungry, I’m waiting until I’m on th... (more)

A Three-Step Process to Getting Started on Twitter…

I was in Manhattan a few weeks ago, just finished with a speech and took a moment to check out what was going on with the people I follow on Twitter. You should know that one of the “gods” of Twitter is Chris Brogan. (@ChrisBrogan in Twitter-speak) It seems like there is a three-step process to getting started on Twitter…1) sign up; and 2) & 3) follow Chris Brogan and Guy Kawasaki. Because Chris had reviewed “Collapse of Distinction,” he and I have shared a dialogue. He’s interesting, smart, funny, and profound. In other words, an extraordinarily cool guy. I noticed that he was h... (more)

Loyalty is changing…

It seems to me there used to be three distinct levels of customer loyalty. Level One consisted of those customers only interested in transactions. They went for the cheapest, operating almost as if they were seeking bids for their business. The only loyalty they displayed was to price. Unfortunately, for many businesses — and the professionals who work for them — we tend to overestimate the percentage of customers and prospects at Level One. It makes sense for ALL customers to inquire about pricing…yet we often mistake a reasonable question for a price objection. Level Three held... (more)