HPU’s Corporate Educator in Residence Mentors Students and Community Leaders
HIGH POINT, N.C., Oct. 10, 2022 – High Point University welcomed global leader Scott McKain, HPU’s Corporate Educator in Residence, back to campus on Oct. 4. He is a bestselling author, business consultant and trainer who spoke with a variety of HPU students during the Life Skills Seminar and with local business leaders during his time on campus.
McKain spoke to a room full of students in the Callicutt Life Skills Theater on delivering the ultimate customer experience. He listed three different levels of interaction required to provide the ultimate customer experience.
- Level one: Processing. This consists of the elements of a transaction that a customer has the right to expect because you have chosen to do business with a specific company.
- Level two: Customer service. Great companies do not make it hard to do business with them. For example, on a flight, the flight attendant brings you a cup of coffee, is engaging with you and asks if you need anything. That is customer service.
- Level three: The experience. When you have a great experience, your current customers continue doing business, return more frequently and spend more money. They also will share their great experience with other people.
“It’s never been more important to focus on the customer experience than it is today,” said McKain. “You have an impact more than ever before, which means the experience is more important than ever before. The experience adds a level of personalization and emotion.”
“This was an awesome opportunity to listen to someone as well-known and with his experience,” said Mikaela Shranaten, a senior business administration major from Frederick, Maryland. “The way he was able to relate to us on a personal level helped me understand the customer experience better. It was valuable to gain his input on marketing and customer service since I also have a minor in marketing.”
Junior Ben Smid, a finance major from Advance, North Carolina, was one of two students who interviewed McKain on the university’s Access to Innovators Podcast. This isn’t the first time that Smid has interacted with McKain. He met McKain at an event as a freshman, and he says that interaction has had an impact on him.
“Being on the other side interviewing him two years later is an experience I never expected, but one that High Point University has prepared me to receive, and I am honored to have this opportunity,” said Smid. “It’s not every day that we get to personally interact with an internationally renowned leader in the business world. Opportunities like this shouldn’t be taken lightly.”
McKain also shared insight with more than 80 employers who were attending HPU’s Career Expo that day.
HPU has a full lineup of global leader visits throughout the fall semester. You can read more about the Access to Innovators program here.