Scott McKain's book might be one of the most relevant books that I have read in the last year as far as business books are concerned. The main issue that Scott McKain addresses in the book is weather or not customers can tell the difference between you and your competition. He first addresses how individuals and companies got into the mess in the first place and then spends the rest of the time addressing the different avenues of differentiation. He also addresses the four cornerstones that every individual and company need to pay attention to.
The four cornerstones are :
- Customer-Experience Focus
I also really liked the format of the book. At the end of every chapter is an executive summary and another section with action steps, questions and ideas. Both the sections are very helpful and at the end of each chapter.
The book is also a part of the Nelson Free program. With this program once you buy the book you get to download the audio version as an mp3 and an ebook version for FREE which is great value for your money!