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August 05, 2005
One big idea: Scott McKain
This audio post contains a short telephone interview with Scott McKain as a preview to his session ALL Business is Show Business, which will be held at 1:30 p.m. on Tuesday, August 16. Here's McKain's one big idea:
There are three levels of member interaction and many folks don't deliver on the third and sometimes not the second. They are
1. processing - handling "stuff;"
2. service - making the processing palatable; and
3. experience - always involves an emotional connection.
Posted by Ben Martin at August 5, 2005 02:30 PM
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