Episode 052: Talking “Ultimate Guest Experience” with Author Scott McKain

August 18, 2021
By: Dave Murray

Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. 

You will learn:

  • The difference between the customers we attract versus the customers we pursue
  • The true importance of setting expectations 
  • What the primary differentiator for your business is
  • What reverse mentors are and why they’re important
  • What can happen in sales when great things happen in service
  • Why companies don’t focus on experience

Resources mentioned:

Scott’s books: https://www.amazon.com/Scott-McKain/e/B001IU0N1W/ref=dp_byline_cont_pop_book_1 

www.thedijuliusgroup.com

https://thedijuliusgroup.com/the-customer-service-revolution-podcast/

Link to The Customer Service Revolution Conference Oct 5-6 in Cleveland, OH

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About The Author

Dave Murray

Dave is the Senior Customer Experience Consultant for The DiJulius Group and has helped dozens of companies create incredible systems that allow them to consistently deliver superior customer service. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders.