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Scott McKain

THIS is how it is supposed to work!

December 1, 2010

More coming shortly on my incredible experience with two fantastic groups in Bahrain…however, had to add this short story immediately: Talking in the airport with a guy who noticed me working on my MacBook Air. He tells me that he was having problems with his MacBook — his first Apple purchase — so, he takes [...]

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Customer confrontation as a sales strategy…

2 comments November 28, 2010

OK, I’m sitting in the Kuala Lumpur airport awaiting the departure of my long flight to Bahrain — about eight hour trip with a five hour time change — and I’m reading the New York Times story about this jerk who has a very basic business strategy: Create a customer experience so vile, so awful, [...]

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More the same than different…

1 comment November 24, 2010

It was a great question, asked near the conclusion of our Business Transformation Seminar in Bangkok, Thailand yesterday. “What major cultural differences do you see from one nation to another in regards to customer service?” It must be a part of the psychology of human beings to believe we are different from those individuals or [...]

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From Bangkok, a gentle reminder…

5 comments November 22, 2010

Hello from Bangkok! Today is the third of our Business Transformation Seminars, and I’m excited and grateful to be here. Last night, returning to my hotel after dinner with several speaker friends, the cab driver was complaining in broken English about the traffic in the city. “Do you ever get used to it?” I asked. [...]

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Education versus Training…

5 comments November 16, 2010

Perhaps you’ve heard me in a presentation use the example of the difference between education and training. I first heard my good friend and President of High Point University, Nido Qubein, use the story. I’ve heard it attributed to everyone from Michael Hammer to Peter Drucker to Bob Hope, as well. (And isn’t that an [...]

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Veteran’s Day

3 comments November 11, 2010

Today in the United States is Veteran’s Day…a holiday set aside to honor those who have sacrificed much to ensure so many of the aspects of life we enjoy here in America. I did not serve in the Armed Forces of our country. My family, however, has to an amazing degree. For many years — [...]

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Another terrific journey…

1 comment November 10, 2010

I haven’t written yet about my incredible trip to Asia — and, I’ll have more in the next few days as I depart again for Bangkok, Kuala Lumpur, Bahrain and more next week — however, I wanted to pass along a couple of cool things… Let’s start with the end — walking to my flight [...]

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Take the experience home…

2 comments November 9, 2010

This past weekend in Washington, DC, Tammy and I had dinner at a fabulous restaurant, BLT Steak. Like most restaurants, bread was brought early during the meal — however, BLT Steak had a twist: it’s not exactly bread, it’s a “popover” — and it was absolutely terrific! However, another aspect that made it so cool [...]

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Here’s what some pure joy looks like…

2 comments October 29, 2010

Hello from Singapore! I’ll be writing soon about my latest travel to this incredible city — however, I had to post this quickly after it was brought to my attention by Bob Lefsetz’s blog – When you’re passionate about your work…when you create an experience for your audience/fans/customers that makes such a compelling impact that [...]

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It’s all about the experience!

October 19, 2010

If repetition is a key to learning, I hope you’ll permit me to be redundant, and once again call your attention to something Apple CEO Steve Jobs has said. Yesterday was Apple’s quarterly earnings call, and they had a lot to brag about. Apple posted revenue of $20.34 billion and net quarterly profit of $4.31 [...]

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