“When we do these things, when we take personal responsibility, we connect with emotion and we serve with empathy… work and life becomes more enjoyable for our customers, and then we reflect that, it becomes more enjoyable for us as well.” – Scott McKain 

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In this episode of “Joseph Jaffe is not Famous,” I had the pleasure of speaking with returning guest, friend and Speaking Hall of Famer • Scott McKain about the importance of personal pride and responsibility in the business world. We delved into the idea that each individual, regardless of their role or position, has the power to make a significant impact on customer experiences and, by extension, their company’s success. 

PS Don’t forget to play 2 Truths and a Lie – bit.ly/2tl1_scottmckain

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Here are my show notes: 

11m – Indiana Jones – employee (+15m)

16m/17m – Gen Z hasn’t been taught basics

19m – Entitled

20m – What we have here is a failure to communicate

21m – You can’t eat your seed corn; Satan devouring his young

23m – Hi Tech – Hi Touch

25m – Artificial Wisdom

28m – B2B / Human to Human (Tragedy)

29m – It IS personal; It IS Business

30m – Speech Coach; Eleanor Rooseveldt Quote

31m – Where this comes from?

32m – Write from the Heart; Speak from your Skill

35m – We have to get people to CARE!

36m – Customers buy our “how”

46m – CX can differ inside a single company

50m – Placate / Fix the process

52m – EVP, Initial Impressions

55m – Starbucks

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Remember always that you not only have the right to be an individual, you have an obligation to be one.” – Eleanor Roosevelt

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