Scott McKain

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Cornerstone #4:Customer Experience Focus• Too many focus upon thetransaction, and fail toconsider what kind ofexperience is beingcreated for the customer!• Distinct organizationstranscend transaction!
UCEThe Ultimate Customer Experience What is the ULTIMATE experience that acustomer could havewith you and your organization?
Page 1 and 2: Collapse of Distinction:Scott McKai
Page 3 and 4: Crothersville, Indiana!
Page 5: My parents ran the grocery store in
Page 8 and 9: “The corporation isprimarily a st
Page 11 and 12: So then, WHY does everythingseem th
Page 13 and 14: Destroyers of DifferentiationThere
Page 15 and 16: Destroyer #1:Copycat Competition•
Page 18 and 19: Destroyer #2:More & tougher competi
Page 20 and 21: Familiarity breedsCOMPLACENCYThe mo
Page 23 and 24: What CustomersREALLY Want.• Custo
Page 25 and 26: Cornerstone #1: CLARITYYou cannot d
Page 27 and 28: CLARITYThe truth is that you have n
Page 29 and 30: High ConceptMovie examplesCorporate
Page 31 and 32: High Concept• What makes you & yo
Page 33 and 34: High Concept• Can you describe wh
Page 35 and 36: Cornerstone #2: CREATIVITYCreativit
Page 37 and 38: CREATIVITY• Step Two: Pick a Poin
Page 39 and 40: ClarityThe FourCornerstonesCreativi
Page 41 and 42: The Power of StoryAct One: Introduc
Page 43: Cornerstone #4:Customer Experience
Page 47 and 48: Ultimate Customer Experience• Wha

Scott McKain

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