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Scott McKain

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Top Stories by Scott McKain

Why is Lionel Messi not the most recognized and lauded athlete in America? There are, perhaps, many reasons — however, there’s one that’s pretty important from a marketing standpoint. English isn’t his first language. In other words, it’s easier to promote LeBron James or Andrew Luck because they speak in a manner that the target audience of their potential customers can easily comprehend. In essence, that’s all that Colin Cowherd was saying when he said that baseball was eroding in popularity because of the rise of the players from the Dominican Republic, and other Latin American countries, for whom English is a second language — if they’ve learned it at all. That is NOT a slam on those players — or to the terrific countries from which they hail. (The DR is a place where I have been booked to speak on several occasions — and which has welcoming and wonderful people!)... (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)

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)

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)