In this week’s episode of the SIMPLE brand podcast, I talk with Scott McKain.Scott’s a globally recognized authority on how organizations and professionals create a distinction to attract and retain customers. He’s a member of the Professional Speakers Hall of Fame. And he’s one of 24 members of the “Sales and Marketing Hall of Fame.” And Scott’s the author of eight best-selling customer experience books including his latest - The Ultimate Customer Experience: 5 Steps Everyone Must Know to Excite Your Customers, Engage Your Colleagues, and Enjoy Your Work.Here’s what we discuss:Scott learned the value of customer experience from his father’s grocery storeWhile customer expectations have changed, the basic premise is still the sameCustomer loyalty is only created through emotionWhat James Cameron’s The Titanic teaches us about word of mouthCustomers don’t want you to make it right - they want you to get it rightThe ultimate customer experience drives customers to repeat and referCustomers compare you to every great experience, not your direct competitorsHow the Fairmont Scottsdale Princess resort created the ultimate experience with golden retrieversThe right way to be empathetic to customersLeaders need to model the behaviors they expect from employeesRESOURCES FROM THIS EPISODE:Scott’s siteScott’s book - The Ultimate Customer ExperienceScott on LinkedIn