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

Scott McKain

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Top Stories by Scott McKain

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 to Chris Brown’s song, “Forever” — and not smile profusely…and maybe even get a little tear in your eye from the beauty of this…then we have little in common. I think this is just fabulous! If we could make the people who work with us…and do business with us…feel a fraction of the joy that... (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)

Here’s a clue…

On Saturday at Indianapolis’ upscale mall — Fashion Mall at Keystone — the Apple Store was its usual self. Elbow to elbow as people tested the new iPad, asked questions about the coming iPhone, got assistance from the Genius Bar, and purchased Macs in record numbers. On the other side of the mall, however, it was an entirely different story. Workers at the Sony Style store were trumpeting their discounts. Because, the next day, the store was closing its doors for good. Stepping inside, a rap video was blaring as the artist was dropping F-bombs profusely in the song. I saw two sets... (more)

Dear Fedex: I Just Want My Package to Make It to My House. On Time.

Important, vital package that had to be delivered on-time and absolutely, positively overnight. Guess what service I chose? Leading Authorities — the terrific speakers bureau in Washington, DC, that I am honored to say books me frequently — was expediting a document to me. I needed delivery by Saturday morning, and it was coming FedEx. I was in Las Vegas and heading to the airport, but my father-in-law was standing by, waiting for my package in Indianapolis. I checked the tracking number, saw it had been delivered, but was a little concerned. The driver had written it was left by... (more)

The Craving for Connectivity…

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,... (more)