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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

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 having a Tweet-up…an in-person “get-together” for people who follow one another on Twitter…for those who had been a part of a conference where Chris was speaking. I sent him a Tweet, asking if it would be appropriate for me to come by, even though I was not attending the meeting he was addr... (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)

Who Receives the “Ultimate Customer Experience”?

At 6:38pm on Wednesday evening — over an hour and a half after our office has closed for the day — a person in the speaking business calls my toll-free number, and leaves a message. Our system is set up so that voice mails are forwarded to our cell phones at all times. We want to be totally responsive to customers — and sometimes, their messages can’t wait. Because I’m traveling from Memphis to New York City, I’m out of pocket and don’t receive the notification until about 9pm. Now, here’s the rub: This guy is calling to ask for my advice and a favor. He wants my input, and fro... (more)

What is Acceptable?

I’m off to Boston today — with a speech tomorrow to one of my all-time favorite clients, Harvard Pilgrim, the best health insurance company in the nation. (Not just my feelings — J.D. Power agrees!) So…as I’m doing some reading this morning, I stumbled across this item, buried on a website for Apple fanatics, MacRumors.com. It seems as though a customer of Apple’s went into the SoHo store in New York City complaining about his iPhone. The problem was, according to the customer, the phone dropped a significant number of calls. All of us know the frustration of dropped calls. Eithe... (more)

An Apology That Doesn’t Say “I’m Sorry”…

(By the way, this post is NOT meant as legal advice…this is a professional, business recommendation. That’s my field of expertise, not the law. However, my personal experience is that if you do what’s right for customers, you end up with a lot fewer legal problems, anyway.) PepsiCo’s iPhone app for AMP Energy drink features 24 types of women, according to news reports, including “nerd”, “foreign exchange student” and “treehugger”, and offered possible pickup lines including “Wasn’t I in Space Academy with you?” and “You know the Mona Lisa has no eyebrows. I wonder what else she ... (more)