What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients

What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave

By Scott McKain

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty.

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Book Information

Publisher: Nelson Business
Publish Date: 08/16/2005
Pages: 195
ISBN-13: 9780785211983
ISBN-10: 0785211985
Language: English

Full Description

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty.

What customers really want today is a superior client experience. Sure, they want good service, a good product, and a good price. But what creates client loyalty is the connection created by organizations through the use of these elements along with personalization, differentiation, and emotion.

About the Author

Scott McKain's experiences have been diverse and remarkable. From playing the villain in a Werner Herzog film that esteemed film critic, Roger Ebert, named as one of the fifty great movies in the history of the cinema, to being inducted into the Professional Speakers Hall of Fame; from having been chosen (along with Zig Ziglar, Dale Carnegie, and Seth Godin) as one of about thirty members of the Sales and Marketing Hall of Fame, to a decade as a globally syndicated television commentator on the entertainment scene; it's not a stretch to say Scott McKain's life has been distinctive.

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