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)

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)

Technology Is NOT the Problem…

Twitter on Ulitzer Via Bert Decker on Twitter, I’ve become friends with Mike Myatt. His blog on corporate growth is terrific — one I highly recommend. When Mike was going to be away for a few days, he asked a few of his colleagues to submit guest postings. I wanted to share Mike’s link with you — and repost here what I contributed to him. Mike titled my submission, “Love Your Customers…Or Someone Else Will.” What would YOU do if someone provided you contact with literally millions of potential customers…and did so absolutely FREE? Well, if you’re in the newspaper business, you w... (more)

The Prism of Perspective

Ever ponder why in the world something that takes so much effort to manufacture (like your product) or provide (like your service) is greeted with indifference by the marketplace? There are many reasons – however, perhaps foremost among them is that your customers and prospects see everything through the prism of their own perspective. And, that perspective varies widely — and often, wildly! A short while back, I was opening keynote speaker for the National Association of Organizing Professionals. These dedicated folks are either (mostly) entrepreneurs with independent businesses... (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)