Project Distinct Podcast

S2 E694: Encore Episode - Examples of how companies deliver great customer experiences

Thu, 15 Apr 2021 07:00:00 -0000

No employee — or the organization they work for — starts a day thinking, “Another chance to deliver lousy service to our customers!” However, many do. Today’s PROJECT DISTINCT takes a look at several organizations in varied industries and examines the specific steps they take to deliver distinctive service. And, NONE of these are expensive — they’re all steps YOU can take, no matter what you do!

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S2 E693: Encore Episode - The sad standard of satisfaction

Wed, 14 Apr 2021 07:00:00 -0000

Why is it that we accept “satisfaction” as success in customer relationships — yet, we find it so average in our personal ones? In part, Scott McKain suggests on today’s PROJECT DISTINCT, because we are unwilling to drill more deeply into the negative aspects that have eroded our customer’s enthusiasm. We must eliminate the points of friction that prevent our customers from receiving an Ultimate Customer Experience®!

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S2 E692: Encore Episode - The importance of customer LTV

Tue, 13 Apr 2021 07:00:00 -0000

After spending thirty nights in a Sydney hotel last year, a loyal customer assumed a problem would be addressed. He was wrong. Too often we overlook LTV — expressed as either Long-Term Value or Lifetime Value of a customer. On today’s new PROJECT DISTINCT recorded in Australia, Scott McKain talks about a critical aspect of business success.

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S2 E691: Encore Episode - Derivative but distinctive — an approach to stand out

Mon, 12 Apr 2021 07:00:00 -0000

Is it really better to be different? Scott McKain says, “Maybe not.” The distinctive professional or organization finds unique approaches that creates more traction and higher engagement with customers. So, where do you find the best ideas on how you accomplish that difficult task? On today’s Project Distinct, Scott reveals that — as counterintuitive as it sounds — the way to be distinctive is to be derivative…and he shows you how.

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S2 E690: Encore Episode - The single most important customer service skill

Sun, 11 Apr 2021 07:00:00 -0000

For today’s Project Distinct, Scott McKain researched several resources looking for the answer to the question: “What is the single most important skill required to deliver excellent customer service?” While many experts offered complex answers, today’s episode will reveal one from a post on CustomerThink.com that captured the essence of service and the one skill that will never fail to enhance any touchpoint with a customer. Do you have it — use it — and provide to your customers?

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S2 E689: Encore Episode - Three “show biz” steps to improve your business: re-shoot, re-cast, and re-edit

Sat, 10 Apr 2021 07:00:00 -0000

When a movie is presented to a test audience, directors then have choices to make before they finish the product for the potential audience. As Scott McKain reveals in today’s Project Distinct, those same three options can help you connected with your customers at a higher level. Perhaps you need to “re-shoot, re-cast, or re-edit” at your business!

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S2 E688: Encore Episode - What you're doing that is driving your customers crazy!

Fri, 09 Apr 2021 07:00:00 -0000

When Indianapolis sports radio celebrity Kent Sterling posted about his horrible experience at a local McDonald’s because of the local managers, it reminded Scott McKain of a recent Forbes.com blog about the “Five Customer Service Practices That Drive Consumers Crazy.” Today’s PROJECT DISTINCT will reveal those five errors so you don’t inadvertently create for your customers a bad experience like McDonald’s did for Sterling!

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S2 E687: Encore Episode - Changing customer expectations and the UCE

Thu, 08 Apr 2021 07:00:00 -0000

Salesforce reports that customer expectations are changing! That means the time is right for you to deliver what Scott McKain has trademarked as the “Ultimate Customer Experience.” In today’s Project Distinct, he’ll reveal the first step to the UCE —it’s just considering what one would be for YOUR customer.

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S2 E686: Encore Episode - The future of leadership development

Wed, 07 Apr 2021 07:00:00 -0000

In a recent episode, Scott McKain mentioned that half of Millennials are dissatisfied with the education and training they’re receiving to help them grow. In today’s Project Distinct, he reports from a new Harvard study that HALF of senior leaders believe they aren’t teaching the skills necessary for future leaders — even as they spend billions to do so. We’ll take a look at why training and development isn’t delivering in terms of leadership — and offer the specific prescription that research suggests to help you become the leader you want to be.

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S2 E685: Encore Episode - The big 3 for customer relationships

Tue, 06 Apr 2021 07:00:00 -0000

Product. Service. Experience. These are the “big 3” when it comes to the relationships you have with your customers. On today’s Project Distinct, Scott McKain will outline the importance of all three and show how each plays an important role in the total customer experience — which can make or break repeat and referral business!

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S2 E684: Encore Episode - You gotta get emotional!

Mon, 05 Apr 2021 07:00:00 -0000

“Emotion” is a word we don’t use nearly enough in business, according to Scott McKain. In today’s Project Distinct, he relates a story that brought that fact home to him — and shares the specific reasons why emotion is so important for EVERY business in today’s marketplace.

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S2 E683: Encore Episode - Refreshing the customer experience

Sun, 04 Apr 2021 07:00:00 -0000

While a consistent delivery of the customer experience might first be appreciated, over a period of time the sameness will bore and disengage your customers. In today’s Project Distinct, Scott McKain makes the case for refreshing your customer experience — and provides the six questions you need to ask to make it happen.

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S2 E682: Encore Episode - One of the most important things you can do is — nothing!

Sat, 03 Apr 2021 07:00:00 -0000

During a remote recording from Hawaii, Scott McKain reminds us that while we are constantly chopping wood and working to grow our careers and organizations, we also must sharpen our axe.

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S2 E681: Encore Episode - Keys to employee engagement

Fri, 02 Apr 2021 07:00:00 -0000

You cannot create distinction without an engaged team delivering an ultimate customer experience. On today’s Project Distinct, Scott McKain reveals some shocking statistics about employee engagement — and gives you specific steps to take to enhance the involvement of your team.

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S2 E680: Encore Episode - Dealing with a difficult boss

Thu, 01 Apr 2021 07:00:00 -0000

We’ve all experienced managers who were tough to work for — and, if that’s what you’re dealing with now, how can you handle it? In today’s Project Distinct, Scott McKain shares his story of a difficult boss — and how you can avoid the mistake he made. And, he’ll reveal simple, practical steps to help you be more productive when you have to work with a difficult personality.

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S2 E679: Encore Episode - Millennials and Leadership Development

Tue, 30 Mar 2021 07:00:00 -0000

According to Harvard, Millennials are now the largest generation in the workforce. So, how is YOUR organization equipping them to be the leaders who will take you into the future? According to a recent study, probably not very well. Today’s Project Distinct looks at what Millennials want in training and development and Scott Mckain reveals the two steps you need to take NOW to ensure future growth.

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S2 E678: Encore Episode - Contagious Attitudes

Mon, 29 Mar 2021 07:00:00 -0000

Whether we realize it or not, the attitude that we display to others is highly contagious. And, this naturally means that the attitudes we reflect to our customers helps set the tone for their experiences with us. Today, Scott McKain reveals new research on the critical importance of sending out “good vibes” and what it can mean to our customer and employee relationships.

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S2 E677: Encore Episode - What Metallica can teach you about business

Sun, 28 Mar 2021 03:00:00 -0000

It’s hard to imagine any band customizing their concert performances more than Metallica does. In today’s Project Distinct, Scott McKain lists how the supergroup makes each show a special event for local fans — and relates it to the steps we need to take in business to make our customers feel more engaged.

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S2 E676: Encore Episode - As Times Change, People Do, Too

Sat, 27 Mar 2021 07:00:00 -0000

There are massive changes in today’s world — everyone knows that. So, why aren’t some personal and professional practices keeping pace? In today’s episode, Scott McKain explains why we might not be keeping up with the times, and suggests the first step we should take to do something distinctive about it.

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S2 E675: Encore Episode - Five Leadership Styles that Fail to Create Iconic Results

Fri, 26 Mar 2021 07:00:00 -0000

In today’s episode, Scott talks about the importance of leaders and discusses five leadership styles that fail to create the kind of iconic cultures that distinctive leaders should be developing.

Based on a LinkedIn post by Suchitra Mishra, Scott reveals the five specific behaviors — and discusses why you need to get rid of these approaches to achieve success.

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S2 E674: Encore Episode - More on ALL Business is Show Business!

Thu, 25 Mar 2021 07:00:00 -0000

In this episode, Scott takes a look at the specific reasons WHY your business is a “show business” — and offers specific ideas on what you can do to enhance the customer experience.

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S2 E673: Encore Episode - Why YOUR business IS “show business”

Wed, 24 Mar 2021 07:00:00 -0000

A remarkable event created Scott McKain’s unique business philosophy: “ALL Business is Show Business.” In today’s Project Distinct, he relates the story of how it happened, and why it’s important to you and your efforts.

(If you’d like to hear the entire audiobook of “ALL Business is STILL Show Business,” it’s available on Audible.)

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S2 E672: Encore Episode - Fighting commoditization

Tue, 23 Mar 2021 07:00:00 -0000

In today’s hyper-competitive marketplace, it’s natural that commoditization is a magnet that pulls businesses and professionals back to the pack. In today’s episode, Scott McKain relates the story of how commoditization impacted his industry of professional speaking — and reveals the aspect of business that can help you prevent being a commodity.

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S2 E671: Encore Episode - Three questions to create a compelling competitive advantage

Mon, 22 Mar 2021 07:00:00 -0000

Everyone seeks an advantage — however, we often fail to understand that what we perceive as a strength may not be compelling to customers in our market. In today’s Project Distinct, Scott McKain offers three questions we should all be asking to make our competitive advantage enough to motivate our customers.

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S2 E670: Encore Episode - The Six Levels of Customer Interaction (Part Three)

Sun, 21 Mar 2021 07:00:00 -0000

Scott McKain concludes his examination of the six levels of interaction that revolve around the intensity of customer relationships. Today, it’s the final two levels — client and advocate. What happens when the repeat customer becomes more engaged and exclusive with you? And, what does it take to grow a client into an advocate who will promote your business for you? Whether it’s B2C or B2B, the principles are the same — and you’ll grow both your business and your career when you understand all six levels…concluding today!

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S2 E669: Encore Episode - The Six Levels of Customer Interaction (Part Two)

Sat, 20 Mar 2021 07:00:00 -0000

Scott McKain is examining the six levels of interaction that revolve around the intensity of customer relationships. Today, it’s the next two levels — first-time buyer and repeat customer. What happens when a prospect decides to make her first purchase? And, what does it take to keep them coming back for more? Whether it’s B2C or B2B, the principles are the same — and you’ll grow both your business and your career when you understand all six levels…continuing today!

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S2 E668: Encore Episode - The Six Levels of Customer Interaction (Part One)

Fri, 19 Mar 2021 07:00:00 -0000

In this series, Scott McKain examines the six levels of interaction that revolve around the intensity of the relationships you have with customers. Today, it’s the first two levels — suspect and prospect. You’ll discover how those who may not have the need or ability to buy move up into a prospect with whom you can do business. Whether it’s B2C or B2B, the principles are the same — and you’ll grow both your business and your career when you understand all six levels…starting today!

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S2 E667: Encore Episode - How can I become a better speaker?

Thu, 18 Mar 2021 07:00:00 -0000

In this episode, Scott McKain answers one of the questions he’s asked most: How can I improve my speaking skills. With research published by Harvard, combined with his own wealth of experience, here are tips to help you attain the speaking skills you desire.

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S2 E666: Encore Episode - The clarity of Nido Qubein and High Point University

Wed, 17 Mar 2021 07:00:00 -0000

As the Corporate Educator in Residence at High Point University, Scott McKain has just spent a couple of days on campus at one of the nation’s most innovative institutions of higher learning. In this episode, he reveals one of the first steps that his friend, Dr. Nido Qubein, President of HPU, took to dramatically change the fortunes of the school — and how you can apply the same approach to your business or career.

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S2 E665: Encore Episode - The problem with the “hustle”

Tue, 16 Mar 2021 07:00:00 -0000

So many are talking about the importance of the “hustle” on social media, Inc. Magazine asks if we’ve devolved it into “hustle porn.” There’s no doubt we need to make an effort to attain success — but, is there a problem with all the 10Xing and the “hustle”? In today’s episode, Scott McKain shares what really matters as we seek to create distinction.

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S2 E664: Encore Episode - It’s not about you — and how to make sure the customer knows it's about them!

Mon, 15 Mar 2021 07:00:00 -0000

When you make your conversations with customers and colleagues about them, you grow loyalty and expand your leadership abilities. In today’s episode, Scott McKain explains why this is such a critical factor — and gives you specific tactics to make this concept work for you.

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S2 E663: Encore Episode - Make your customer the star of the show

Mon, 15 Mar 2021 07:00:00 -0000

In today’s “experience economy,” perhaps the most important aspect is the connection you have with your customers. In today’s episode, Scott reminds us we should make our customers the star of our organization’s “show” — and gives three specific ways we can make that happen.

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S2 E662: Encore Episode - What’s the difference?

Sun, 14 Mar 2021 07:00:00 -0000

In this episode, Scott McKain addresses the difference between being “distinctive” and becoming “iconic.” And, he reveals the starting point for separating yourself from the competition — whether it’s for an organization…or, even an individual hoping for professional success or promotions.

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S2 E661: Encore Episode - As Times Change, People Do, Too

Sat, 13 Mar 2021 08:00:00 -0000

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S2 E660: Encore Episode - Five Leadership Styles that Fail to Create Iconic Results

Fri, 12 Mar 2021 08:00:00 -0000

Welcome to a second season of NEW podcasts on distinction with Scott McKain!

In today’s episode, Scott talks about the importance of leaders and discusses five leadership styles that fail to create the kind of iconic cultures that distinctive leaders should be developing.

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S2 E659: Encore Episode - Fighting commoditization

Thu, 11 Mar 2021 08:00:00 -0000

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S2 E658: Encore Episode - Three questions to create a compelling competitive advantage

Wed, 10 Mar 2021 08:00:00 -0000

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S2 E657: Encore Episode - The Six Levels of Customer Interaction (Part Three)

Tue, 09 Mar 2021 08:00:00 -0000

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S2 E656: Encore Episode - The Six Levels of Customer Interaction (Part Two)

Mon, 08 Mar 2021 08:00:00 -0000

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S2 E655: Encore Episode - The Six Levels of Customer Interaction (Part One)

Sun, 07 Mar 2021 08:00:00 -0000

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S2 E654: Encore Episode - How can I become a better speaker?

Sat, 06 Mar 2021 08:00:00 -0000

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S2 E653: Encore Episode - The clarity of Nido Qubein and High Point University

Fri, 05 Mar 2021 08:00:00 -0000

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S2 E652: Encore Episode - The problem with the “hustle”

Thu, 04 Mar 2021 08:00:00 -0000

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S2 E651: Encore Episode - It’s not about you — and how to make sure the customer knows it's about them!

Wed, 03 Mar 2021 08:00:00 -0000

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S2 E650: Encore Episode - Make your customer the star of the show

Tue, 02 Mar 2021 08:00:00 -0000

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S2 E649: Encore Episode - What’s the difference?

Mon, 01 Mar 2021 08:00:00 -0000

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S2 E648: Encore Episode - As Times Change, People Do, Too

Sun, 28 Feb 2021 07:00:00 -0000

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S2 E647: Encore Episode - Five Leadership Styles that Fail to Create Iconic Results

Sat, 27 Feb 2021 08:00:00 -0000

In today’s episode, Scott talks about the importance of leaders and discusses five leadership styles that fail to create the kind of iconic cultures that distinctive leaders should be developing.

Based on a LinkedIn post by Suchitra Mishra, (https://www.linkedin.com/pulse/20140716071001-16121309-five-management-or-leadership-styles-that-should-be-banned-from-the-work-place/) Scott reveals the five specific behaviors — and discusses why you need to get rid of these approaches to achieve success.

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S2 E646: Encore Episode - The people create the experience no matter your size

Fri, 26 Feb 2021 08:00:00 -0000

As Scott McKain was flying to a speech near Portland, Oregon today, he revisited an important lesson: no matter the size of your organization, it’s your people who deliver the customer experience. The important question becomes — especially for smaller organizations or entrepreneurs — how are you training and monitoring your team’s performance to ensure that they deliver as you desire? That’s the topic of today’s PROJECT DISTINCT!

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S2 E645: Encore Episode - The first 3 things to fix to deliver great customer service

Thu, 25 Feb 2021 08:00:00 -0000

According to Shaun Belding, writing on Entrepeneur.com, companies are losing $75 BILLION a year because of inferior customer service. On today’s PROJECT DISTINCT, Scott McKain will reveal the three aspects you need to fix — which is, in fact, three great places to start, as well — if you want to deliver the “Ultimate Customer Experience.®”

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S2 E644: Encore Episode - The 3 qualities required for customer and employee connection

Wed, 24 Feb 2021 08:00:00 -0000

We all desire higher levels of engagement with our customers and employees. Did you know there are three specific qualities that are required in order to make that happen? On today’s PROJECT DISTINCT, Scott McKain outlines for us these three qualities — and gives us the critical reasons why they are vital to our professional and organizational success.

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S2 E643: Encore Episode - Why the CEO must be the chief customer experience officer in any organization

Tue, 23 Feb 2021 08:00:00 -0000

In any organization, EVERYONE is responsible for the customer experience. However, the latest evidence clearly shows that it is of such great importance that the CEO — even the Board of Directors — must consider it as “job #1.” On today’s PROJECT DISTINCT, Scott McKain provides the evidence and reasoning behind why delivering an “Ultimate Customer Experience ®” is the single most important thing any business does, regardless of its size or number of employees.

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S2 E642: Encore Episode - Your story is better than your statement

Mon, 22 Feb 2021 08:00:00 -0000

With more ways than ever to connect with customers, we now have more ways to miscommunicate with them, as well! On today’s PROJECT DISTINCT, Scott McKain takes a look at the most impactful — and memorable — form of distinctive business communication: narrative. Here’s why the stories you tell are more memorable than the statements you share —

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S2 E641: Encore Episode - The Self-Reliant Entrepreneur with John Jantsch

Sun, 21 Feb 2021 08:00:00 -0000

On a special episode of PROJECT DISTINCT, our guest host — author and marketing consultant, John Jantsch — will talk about entrepreneurial success. John’s forthcoming book, “The Self-Reliant Entrepreneur” is a guide for creating a deeper relationship with the entrepreneurial journey. Today’s episode is a deep and insightful look at an important topic — one that is a “must listen!”

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S2 E640: Encore Episode - Happy employees create happy customers

Sat, 20 Feb 2021 08:00:00 -0000

We all say we want happy customers — but, are we willing to make the effort to ensure we create happy employees who can deliver the type of customer experience that will help us achieve that goal? On today’s PROJECT DISTINCT, Scott McKain will review specific points that will help us create a culture of happy employees.

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S2 E639: Encore Episode - Will AI dramatically change the customer experience?

Fri, 19 Feb 2021 08:00:00 -0000

There’s so much talk about Artificial Intelligence and how it’s going to revolutionize everything from driving our cars to the experiences we have as customers. Yet, Scott McKain asks in today’s PROJECT DISTINCT, will it REALLY have a disruptive impact? Or, do we need to tap the brakes just a bit on what we think is the future of CX and AI? You’ll find out on this episode!

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S2 E638: Encore Episode - Avoiding disruption through distinction

Thu, 18 Feb 2021 08:00:00 -0000

No one wants their business to be disrupted — yet, we see it happening around us almost every day. How do you make certain that YOU are staying connected to customers in a way that makes disruption unlikely? On today’s PROJECT DISTINCT, Scott McKain analyzes why disruption happens — and why distinction is the vaccine that prevents it from occurring to you.

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S2 E637: Encore Episode - Creating customer joy - the story of Josh and the Apple Store

Wed, 17 Feb 2021 08:00:00 -0000

We’d all like our customers to be joyful about doing business with us! But, what’s the difference between customer “joy” and customer “happiness”? And, how do we help our customers to be so joyful about our customer experience that they want to spend more, more often with us — and recommend us to their colleagues and friends? On today’s PROJECT DISTINCT — a day after Apple introduced the new iPhones — Scott McKain relates his unique experience with Josh at the Apple Store as an example of creating customer joy.

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S2 E636: Encore Episode - Should your best customers get preferred treatment?

Tue, 16 Feb 2021 08:00:00 -0000

When we read constant complaints about the preferential treatment and privilege that some receive — and how opposed to it that the general public seems to be — it begs an important question: Should some customers get preferential treatment over others? On today’s PROJECT DISTINCT, you’ll learn where Scott McKain stands on the issue, and why you should be teaching your team to treat customers wonderfully…but differently.

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S2 E635: Encore Episode: It can happen to us; so here is what we can control…

Mon, 15 Feb 2021 08:00:00 -0000

Scott McKain’s blog post this week about challenges — and how we prepare and respond to them, both personally and professionally — received such terrific feedback that he decided to make it into today’s PROJECT DISTINCT podcast. Get ready for a thought provoking and inspiring few minutes that may help you with the challenges that CAN happen to us.

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S2 E634: Encore Episode - Could you be guilty of the sin of micromanagement?

Sun, 14 Feb 2021 08:00:00 -0000

You want to be certain your team or organization delivers on its promises — and that’s a good thing. But, what if — in your effort to succeed — you end up being too controlling of your team and micromanaging. Scott McKain knows the problem — he admits he has been guilty of it! On today’s PROJECT DISTINCT, Scott looks at what the dangers are of micromanagement — and how to break yourself of this habit for the benefit of you and your colleagues.

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S2 E633: Encore Episode - Your customers won't be loyal if they don't know how to play your game

Sat, 13 Feb 2021 08:00:00 -0000

Imagine kickoff at one of this weekend’s NFL games with no yardage markers on the field or goal lines over which to score. How excited would you be to cheer your team if you didn’t know how they could win the game? So, why do we fail to onboard customers into our loyalty programs — then wonder why they aren’t more engaged when we haven’t taught them how to win at our game? Based on new and insightful research from Brierley + Partners, today’s PROJECT DISTINCT reveals why you need to consider developing a video game-like tutorial for your loyalty program.

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S2 E632: Encore Episode - Distinctive times to thank your customer

Fri, 12 Feb 2021 08:00:00 -0000

We are all pretty decent at saying “thank you” when someone buys our products or services. Yet, to stand out from the competition, we must take a unique approach. On today’s PROJECT DISTINCT, Scott McKain provides two specific times we can say thanks to customers that most organizations and professionals overlook.

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S2 E631: Encore Episode - The importance of small wins

Thu, 11 Feb 2021 08:00:00 -0000

Too often it seems with think of winning as some kind of Super Bowl-esque moment where we get to spike the ball, bask in the adoration of cheering customers and colleagues, and raise a trophy towards the heavens. However, we know in business that real life isn’t like that at all. That’s why significant leaders need to consider the importance of small wins to build the team’s momentum and grow the confidence of your team members. On today’s PROJECT DISTINCT, Scott McKain discusses the importance of the small win — and provides an example of how we can model and deliver that for ourselves and our organizations.

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S2 E630: Encore Episode - It's TOTALLY personal, it's business!

Wed, 10 Feb 2021 08:00:00 -0000

We’ve all heard the phrase, “It’s not personal, it’s business.” But, is that REALLY anyway to do business? On today’s PROJECT DISTINCT, Scott McKain argues that ALL business is personal…and he gives us a great story of how one business — the Taj Palace in New Delhi — made his visit memorable by making it personal!

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S2 E629: Encore Episode - You SHOULD sweat the small stuff

Tue, 09 Feb 2021 08:00:00 -0000

A famous book tells us, “Don’t Sweat the Small Stuff.” Yet, for most businesses and professionals, sweating the details is an essential element in distinction. On today’s PROJECT DISTINCT, Scott McKain will tell us why we should pay attention to the small details, and offers a three-step plan to help us know how to “sweat the small stuff.”

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S2 E628: Encore Episode - Lies you're told about personal and professional improvement

Mon, 08 Feb 2021 08:00:00 -0000

We are coming from a good place: we want to get better, personally and professionally. Thus, we often fall for promises that cannot be delivered upon — and often feel that we have failed, not that the promise was ridiculous. In a recent post by Brad Stulberg, titled “The Problem with ‘Hack’ Culture,” it’s exposed that many of the career or life “hacks” we see around us are the 21st Century equivalent to snake oil sales. On today’s PROJECT DISTINCT, Scott McKain talks about overcoming this sad aspect to our culture — and what you REALLY need to do to improve in your personal life and professional efforts.

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S2 E627: Encore Episode - Hard skills versus soft skills

Sun, 07 Feb 2021 08:00:00 -0000

Yesterday’s episode generated several questions about where soft skills are in relationship and importance to hard skills. On today’s PROJECT DISTINCT, Scott McKain takes a look at the question…asks if perhaps we need different names for those qualities…and expands on why both are critical to success, but one is more important in today’s hyper-competitive world.

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S2 E626: Encore Episode - You'd better manage more than you measure

Sat, 06 Feb 2021 08:00:00 -0000

There’s an old business cliche that says, “You can only manage what you can measure.” On today’s PROJECT DISTINCT, Scott McKain reveals why that saying is a blatant lie in today’s marketplace. Citing research from Harvard Business Review, this episode is how a focus on metrics can actually create significant problems for you and your organization!

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S2 E625: Encore Episode - 4 steps to get chosen for what you want in business and life

Fri, 05 Feb 2021 08:00:00 -0000

Everything you want is currently controlled by someone else. The money for the future of your business is currently in the hands of customers and prospects. The promotion you desire is under the control of someone else in your organization. The college where your kids want to attend gets to choose whether they will be admitted or not. So, how do you get chosen for what you want in business and life? On today’s PROJECT DISTINCT, Scott McKain outlines four steps that will help move us toward the type of performance and achievement we need to attain to get chosen for what we want in business and in life.

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S2 E624: Encore Episode - Sales is a numbers game -- but you don't know all the numbers

Thu, 04 Feb 2021 08:00:00 -0000

Just curious — do you suppose that pushy salespeople like dealing with aggressive sales types when THEY are the customer? Probably not. Yet, it continues to happen. So, how do you make sales when no one wants to be “closed”? Today’s PROJECT DISTINCT agrees that sales is a numbers game. The problem is, most sales people don’t examine ALL of the numbers! You’ll learn what that means on today’s episode!

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S2 E623: Encore Episode - Learning the customer's problem is more important than your solution

Wed, 03 Feb 2021 08:00:00 -0000

At the recent Ultimate Business Summit, an important and insightful point was made: “Displaying your understanding of the customer’s problem is more important than presenting your solution.” This means that we all must be constantly learning and listening to ascertain the real problems that our customers — both external and internal — are facing. How can we accomplish that? It’s the topic on today’s PROJECT DISTINCT!

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S2 E622: Encore Episode - 3 questions to ask yourself to deliver an ultimate customer experience

Mon, 01 Feb 2021 08:00:00 -0000

What if you could ask three primary questions that would help you discover how to deliver an Ultimate Customer Experience ®? On today’s PROJECT DISTINCT, Scott McKain reveals these three simple — but fundamentally important — questions that you should ask yourself to help enhance your ability.

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S2 E621: Encore Episode - What the WWE can teach you about the customer experience

Sun, 31 Jan 2021 08:00:00 -0000

If you think exactly like everyone else in your industry, you won’t have the creative ideas required to create distinction. So, what if you started looking at what other iconic organizations do to serve their customers? Scott McKain noticed a recent blog post that used World Wrestling Entertainment (WWE) as a model — and, believe it or not, it makes a great point! On today’s PROJECT DISTINCT, you’ll discover three reasons that you should be taking concepts from the WWE and applying them to your business!

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S2 E620: Encore Episode - Transcend the obvious in the customer experience

Sat, 30 Jan 2021 08:00:00 -0000

In his recent book, “It’s All About CEX: The Essential Guide to Customer and Employee Experience,” Jason Bradshaw — Chief Customer and Marketing Officer and Director of Customer Experience for Volkswagen Group Austraila — points out that we “must transcend the obvious” as we deal with our customers. On today’s PROJECT DISTINCT, Scott McKain reveals this viewpoint of his friend and client...and discusses what it means for you to go beyond what’s obvious to generate a higher level of experience for YOUR customers.

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S2 E619: Encore Episode - Learning the importance of Clarity at FOCUS19

Fri, 29 Jan 2021 08:00:00 -0000

After a month of travel, Scott McKain is back with a NEW episode today — and it focuses on FOCUS. Not only was that the name of the conference for wealth managers of LPL Financial where he was a speaker, it’s also related to the First Cornerstone of Distinction: CLARITY. It’s one of the most important aspects any leader needs to understand in order to stand out and move up. And, it’s the topic of today’s PROJECT DISTINCT!

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S2 E618: Encore Episode - Go negative for positive results

Thu, 28 Jan 2021 08:00:00 -0000

We’ve been trained to think we must have a positive approach to business — sometimes to the point that we think anyone who brings us negative information must be a negative employee! Sadly, that means many organizations and managers create a “shoot the messenger” approach. This means we sometimes aren’t learning of friction we need to eliminate to deliver an Ultimate Customer Experience ®. On today’s PROJECT DISTINCT, Scott McKain discusses what he learned in his research for the book, ICONIC, and the importance of “positive negativity” to eliminate the points of customer irritation.

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S2 E617: Encore Episode - Should you automate the customer experience?

Wed, 27 Jan 2021 08:00:00 -0000

We know that an Ultimate Customer Experience ® has to be consistently delivered — it cannot be a random occurrence. That’s one way that automation and AI can help a business of any size. However, we also know that customers want humanity and transparency. On today’s PROJECT DISTINCT, Scott McKain addresses that conundrum, and offers some thoughts on how we walk that fine line between efficiency and engagement.

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S2 E616: Encore Episode - Six steps to taking charge in your work

Tue, 26 Jan 2021 08:00:00 -0000

In his recent book, ICONIC, Scott McKain revealed that organizations and professionals who achieve the highest level of distinction “play offense.” In other words, they take charge rather than focus on being reactive to situations in their respective marketplaces. On today’s PROJECT DISTINCT, Scott relates six steps to an offensive mindset that will allow you to take charge and become iconic.

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S2 E615: Encore Episode - Quantifying the value of the customer experience

Mon, 25 Jan 2021 08:00:00 -0000

Yesterday’s episode dealt with organizations that leverage information on customers to provide as little service as possible. Today’s PROJECT DISTINCT looks at the flip side: quantifying the return a business obtains through an Ultimate Customer Experience ®. Scott McKain reveals research published in Harvard Business Review and discusses why now is the time the discussion should be over: it doesn’t matter what you might think…the evidence clearly shows companies and professionals who deliver a better experience are more profitable than the competition.

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S2 E614: Encore Episode - Using tech like AI to the detriment of customers

Sat, 23 Jan 2021 08:00:00 -0000

Artificial intelligence can be used to help us know more about our customers and serve them more effectively. But, what happens when some companies use it to wring every cent from a customer and take them right to the breaking point? It’s happening, according to the Wall St. Journal — and today’s new PROJECT DISTINCT discusses what smart, iconic companies do instead.

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S2 E613: Encore Episode - Using social media to enhance the customer experience

Fri, 22 Jan 2021 08:00:00 -0000

Your customers are now turning to social media more than ever before to connect with you and your organization! How can you leverage your presence on social media to enhance the customer experience so you can expand customer loyalty, retention, and referrals? That’s the topic of today’s PROJECT DISTINCT!

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S2 E612: Encore Episode - New ideas on leadership

Thu, 21 Jan 2021 08:00:00 -0000

Many of the cliches about leadership are truly valuable — but they are ones we’ve often heard. On today’s PROJECT DISTINCT, Scott McKain relates information and insight from a book on leadership that challenged the writers to come up with some new and innovative ideas about the role of a leader in a distinctive organization. Some you’ll like — some you probably won’t — but all will challenge your thinking. Today’s episode aims to expand your perspectives on leadership!

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S2 E611: Encore Episode - Customers are getting really disappointed

Wed, 20 Jan 2021 08:00:00 -0000

According to a major study by Salesforce Research, almost 70% of customers say they have higher expectations of organizations like yours — and professionals like YOU — in today’s marketplace than ever before. Problem is, they also feel that OVER HALF of all organizations fail to deliver on their promises. Here’s the latest data and info on customers — and why it’s important — and what you need to do about it — on today’s PROJECT DISTINCT.

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S2 E610: Encore Episode - Burnout - what it is and what to do about it

Tue, 19 Jan 2021 08:00:00 -0000

You can’t create distinction or deliver ultimate experiences to your customers if you’re constantly feeling burned out and uninspired. In today’s 24/7, fast-paced, global marketplace, it’s easier than ever to have severe burnout sneak up on us and knock us for a loop. If you’re a highly driven achiever, it’s surprising how suddenly you can have feelings of fatigue, detachment, and pessimism. On today’s PROJECT DISTINCT, Scott McKain will help you identify if you’re potentially burning out — and what you need to do about it.

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S2 E609: Encore Episode - Talking with your customers is better than surveying them

Mon, 18 Jan 2021 08:00:00 -0000

In a previous episode of PROJECT DISTINCT, Scott McKain discussed the challenge he faced with an overbearing customer survey. Today, he highlights an article from Harvard Business Review and expands on an important concept: talking with and listening to your customers will produce greater insight for you than merely asking them to complete a survey. So…why don’t more leaders do it?

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S2 E608: Encore Episode - Is it easier to put a human on moon than to deliver the ultimate customer experience?

Sun, 17 Jan 2021 08:00:00 -0000

With all of the celebration about the 50th anniversary of the landing on the moon, Scott McKain started wondering, “Why have we been able to put humans on the moon — yet, it seems impossible for humans to consistently receive an ‘Ultimate Customer Experience ®?’” On today’s PROJECT DISTINCT, Scott will reveal the five reasons the moon mission succeeded, but our efforts at the customer experience often fall short.

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S2 E607: Encore Episode - The vastly underestimated importance of expressed appreciation

Sat, 16 Jan 2021 08:00:00 -0000

If you’re holding off on expressing appreciation to a customer, colleague, or someone in your personal life…today’s PROJECT DISTINCT has news for YOU! In the midst of a bad day, Scott McKain received a short message from a loyal listener. It not only changed his day — it inspired him to discover the latest research on what expressed appreciation means to BOTH the recipient and the sender. Today’s podcast is an episode you should not miss!

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S2 E606: Encore Episode - Ideas on the Ultimate Customer Experience

Fri, 15 Jan 2021 08:00:00 -0000

Based on a visit to a famed California restaurant, Scott McKain asks us to consider what the “Ultimate Customer Experience ®” is for our respective businesses. On today’s PROJECT DISTINCT, he’ll outline why it’s important — and the specific steps to get started in delivering it!

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S2 E605: Encore Episode - What to do with the never-satisfied customer?

Thu, 14 Jan 2021 08:00:00 -0000

Regis McKenna wrote about the “never-satisfied customer” — and, in today’s world of endless options, the problem is certainly exacerbated. On today’s PROJECT DISTINCT, Scott McKain looks at what we should do when a customer refuses to be satisfied with the products, services, and experiences that we are providing.

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S2 E604: Encore Episode - The three business lessons from Wrestlemania

Wed, 13 Jan 2021 08:00:00 -0000

One of the world’s largest annual sporting events was recently held — although it’s technical classified as “sports entertainment.” It’s Wrestlemania! If you are a WWE fan — and especially if you aren’t — here are three serious business lessons that you can learn from the success of Wrestlemania 2019. It’s a “no hold barred” edition of PROJECT DISTINCT from the man in that corner, Scott McKain!

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S2 E603: Encore Episode - Make your customer the star of the show

Tue, 12 Jan 2021 08:00:00 -0000

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S2 E602: Encore Episode - How to design and create the Ultimate Customer Experience ®

Mon, 11 Jan 2021 08:00:00 -0000

You can’t be distinctive unless you’re delivering an Ultimate Customer Experience ® to those who are doing business with you. In today’s PROJECT DISTINCT, recorded from Hong Kong, Scott McKain (whose company owns the Federally registered trademark on the term “Ultimate Customer Experience”) reveals the initial steps required to get started. It’s an important topic for every professional because it gets you closer to your customer so you can enhance retention and referrals. A vital message is waiting for you in today’s episode!

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S2 E601: Encore Episode - The primary problem with customer journey maps

Sun, 10 Jan 2021 08:00:00 -0000

Creating a “customer journey map” is all the rage among customer experience professionals. And, whether you work for a large organization — or you’re a solopreneur working out of a back bedroom — you need to work on enhancing the experience that your customer has at every touchpoint with you. However, there is a singular problem with this approach that goes against the grain of the relationships we desire with our clients — and that’s the topic of today’s episode. Scott McKain will reveal the basic problem that's wrong with the customer journey map.

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S2 E600: Encore Episode - Give them the pickle!

Sat, 09 Jan 2021 08:00:00 -0000

When Scott McKain and friends visited a winery in Hunter Valley, Australia, they were denied the chance to sample one of the wines on the vineyard's menu because they were told, “We aren’t tasting reds today.” As they left without purchasing any of the wines they were selling, Scott was reminded of the great customer service story from Bob Farrell of the old Farrell’s Ice Cream Parlours: “Give ‘em the pickle!” That powerful story is at the center of today’s episode of Project Distinct.

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S2 E599: Encore Episode - Clarity is difficult!

Fri, 08 Jan 2021 08:00:00 -0000

It’s hard to think of a differentiated or distinctive organization — or professional — who is what Zig Ziglar called a “wandering generality.” In other words, one of the first steps you must take to stand out from your competition is a focus on what sets you apart. It’s having CLARITY on who you are and what you mean to customers. On today’s PROJECT DISTINCT, Scott McKain will help us understand the importance of clarity and how to attain it.

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S2 E598: Encore Episode - Sales training in changing times

Thu, 07 Jan 2021 08:00:00 -0000

The statistic caught Scott McKain’s eyes: “53% of sales professionals had not been to any type of sales training for five years!” In today’s Project Distinct, Scott looks at the importance of sales training — and how it has to change in the rapidly evolving world of selling. The movement from subscription to transaction means that sales professionals need training more than ever before. Yet, few look for what they really need — and scant organizations provide it. Today is a controversial and compelling edition of Project Distinct!

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S2 E597: Encore Episode - More on handling the price objection

Wed, 06 Jan 2021 08:00:00 -0000

After yesterday’s PROJECT DISTINCT, it’s obvious that listeners wanted more info on dealing with price objections in these competitive times. Today, Scott McKain offers more ideas and strategies on how to deal with customers who insist they can buy it cheaper than what you and your organization are offering.

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S2 E596: Encore Episode - Handling the "I can buy it cheaper” price objection

Tue, 05 Jan 2021 08:00:00 -0000

At yesterday’s seminar in Tasmania, a participant asked Scott McKain what they should do when a competitor says, “Go out and get the best prices and I’ll beat anything by $500.” Handling the price objection is never easy — but, we can improve our averages in closing. Understanding the important role that distinction plays in getting customers to spend more is absolutely critical — and the topic of today’s PROJECT DISTINCT.

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S2 E595: Encore Episode - Examples of how companies deliver great customer experiences

Mon, 04 Jan 2021 08:00:00 -0000

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S2 E594: Encore Episode - The sad standard of satisfaction

Fri, 18 Dec 2020 08:00:00 -0000

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S2 E593: Encore Episode - The importance of customer LTV

Thu, 17 Dec 2020 08:00:00 -0000

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S2 E592: Encore Episode - Derivative but distinctive — an approach to stand out

Wed, 16 Dec 2020 08:00:00 -0000

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S2 E591: Encore Episode - The single most important customer service skill

Tue, 15 Dec 2020 08:00:00 -0000

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S2 E590: Encore Episode - Three “show biz” steps to improve your business: re-shoot, re-cast, and re-edit

Mon, 14 Dec 2020 08:00:00 -0000

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S2 E589: Encore Episode - What you're doing that is driving your customers crazy!

Sun, 13 Dec 2020 08:00:00 -0000

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S2 E588: Encore Episode - Changing customer expectations and the UCE

Sat, 12 Dec 2020 08:00:00 -0000

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S2 E587: Encore Episode - The future of leadership development

Fri, 11 Dec 2020 03:00:00 -0000

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S2 E586: Encore Episode - The big 3 for customer relationships

Thu, 10 Dec 2020 08:00:00 -0000

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S2 E585: Encore Episode - You gotta get emotional!

Wed, 09 Dec 2020 08:00:00 -0000

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S2 E584: Encore Episode - Refreshing the customer experience

Tue, 08 Dec 2020 08:00:00 -0000

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S2 E583: Encore Episode - One of the most important things you can do is — nothing!

Mon, 07 Dec 2020 08:00:00 -0000

During a remote recording from Hawaii, Scott McKain reminds us that while we are constantly chopping wood and working to grow our careers and organizations, we also must sharpen our axe.

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S2 E582: Encore Episode - Keys to employee engagement

Sun, 06 Dec 2020 08:00:00 -0000

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S2 E581: Encore Episode - Dealing with a difficult boss

Mon, 30 Nov 2020 08:00:00 -0000

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S2 E580: Encore Episode - Millennials and Leadership Development

Wed, 25 Nov 2020 08:00:00 -0000

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S2 E579: Encore Episode - Contagious Attitudes

Tue, 24 Nov 2020 08:00:00 -0000

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S2 E578: Encore Episode - What Metallica can teach you about business

Mon, 23 Nov 2020 08:00:00 -0000

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S2 E577: Encore Episode - Your most important business metric can't be measured

Sun, 22 Nov 2020 08:00:00 -0000

In business you have to know your numbers — yet, as Scott McKain reports on today’s PROJECT DISTINCT, the most important metric in your business cannot be defined simply by numbers, surveys, or studies. From LTV to CAC we might have the numbers — yet, if you’re not focusing on the metric that can’t be measured, you’ll lose out to your competition. It’s a thought provoking concept on today’s episode!

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S2 E576: Encore Episode - 5 best practices for retaining your future leaders

Sat, 21 Nov 2020 08:00:00 -0000

With the oldest Millennials in the workforce at about 38 years old — and the oldest Gen Z generation members already in their mid-20s — we have to pay serious attention to how we educate and retain the future leaders of our organizations. On today’s PROJECT DISTINCT, Scott McKain discusses five “best practices” for what it takes to train…so you can retain…your best young colleagues.

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S2 E575: Encore Episode - Lessons from extraordinary leaders

Fri, 20 Nov 2020 08:00:00 -0000

For about the 20tth consecutive year, Scott McKain will head to Malibu and Pepperdine University to be one of the speakers at the Youth Citizenship Summit. Every year, he has joined other speakers such as Jon Voight, Tommy Lasorda, Kathy Ireland, the late Art Linkletter, and — Scott’s favorite — boxing champion George Foreman. On today’s PROJECT DISTINCT, Scott will relate the critical messages he’s learned from this incredible group of people as they speak to the leaders of the future.

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S2 E574: Encore Episode - The six steps to respect

Thu, 19 Nov 2020 08:00:00 -0000

All of us desire to be respected — and, it just makes sense to show our colleagues and customers respect in our dealings with them. Why, then, do we often see examples of pushy salespersons, disinterested employees, or haughty customers? In part, because they haven’t learned and applied the topic of today’s PROJECT DISTINCT: the six steps to respect.

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S2 E573: Encore Episode - More on ALL Business is Show Business!

Wed, 18 Nov 2020 08:00:00 -0000

In this episode, Scott takes a look at the specific reasons WHY your business is a “show business” — and offers specific ideas on what you can do to enhance the customer experience.

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S2 E572: Encore Episode - Why YOUR business IS “show business”

Tue, 17 Nov 2020 08:00:00 -0000

(If you’d like to hear the entire audiobook of “ALL Business is STILL Show Business,” it’s available on Audible.)

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S2 E571: Encore Episode - An example of why hard selling doesn't work today

Mon, 16 Nov 2020 08:00:00 -0000

There’s a $55 million house involved — a real estate agent — and a prospect who won’t buy ANYTHING because of a pushy approach. That’s today’s PROJECT DISTINCT, where Scott McKain discusses how one salesperson’s choice not to listen might have spoiled a potential sale. Is that a mistake you’ve ever made? Probably, we ALL have — and today’s episode shows us what to do about it…and why aggressive sales tactics are like an unexamined drug.

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S2 E570: Encore Episode - Don't be a "sales bada**!”

Sun, 15 Nov 2020 08:00:00 -0000

Based on his recent blog post that stirred controversy, Scott McKain explodes the myth that being a “sales badass” is what will help you close deals and convert customers. Today’s PROJECT DISTINCT provides the three points that you must know if you are going to serve customers and grow sales.

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S2 E569: Encore Episode - Fighting commoditization

Sat, 14 Nov 2020 08:00:00 -0000

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S2 E568: Encore Episode - Three questions to create a compelling competitive advantage

Fri, 13 Nov 2020 08:00:00 -0000

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S2 E567: Encore Episode - It's challenging to be differentiated!

Thu, 12 Nov 2020 08:00:00 -0000

If differentiation was easy — let’s face it, more organizations (and professionals) would be standing out and moving up! On today’s PROJECT DISTINCT, Scott McKain identifies four specific areas where you might encounter difficulty — and explains WHY it’s so critical to separate ourselves from the competition.

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S2 E566: Encore Episode - 4 critical points for your differentiation strategy

Wed, 11 Nov 2020 08:00:00 -0000

We all place a value on differentiation — but, it should NEVER be “just to be different.” On today’s PROJECT DISTINCT, Scott McKain will outline four critical points to consider as you plan your strategy to differentiate your products and services to help create distinction.

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S2 E565: Encore Episode - Is the way you're thinking causing your business problems?

Tue, 10 Nov 2020 08:00:00 -0000

According to a new study from Accenture Consulting, many of the problems experienced by businesses are not because of changes in the market, competition, or technology. It’s the way that leaders THINK. What if the way that you’ve been educated — or trained yourself — to think about business isn’t valid in today’s world of change? It’s one of the most important topics we could cover on PROJECT DISTINCT, and Scott McKain will challenge YOUR thinking today!

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S2 E564: Encore Episode - Is your service survey the worst part of your customer's experience?

Mon, 09 Nov 2020 08:00:00 -0000

Today, Scott McKain relates the time that the worst portion of his customer experience was the hassle about completing the survey to grade the experience. Could that be happening to your customers? Could your sincere desire to evaluate and improve be viewed as a hassle by the very people/companies you seek to serve? On this episode of PROJECT DISTINCT, learn how to create more engaging surveys — and customers.

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S2 E563: Encore Episode - Invigorating the customer experience

Sun, 08 Nov 2020 08:00:00 -0000

How is your current customer experience different from what it was a year ago? If you can’t think of any specific ways — you might be sowing the seeds of customer disconnection! In today’s PROJECT DISTINCT, we’ll discuss how to keep your customers engaged so you don’t create “loyalty fatigue.”

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S2 E562: Encore Episode - Bored employees create bored customers

Sat, 07 Nov 2020 08:00:00 -0000

Are your employees bored with their jobs? Guess what? Bored employees create bored, disinterested customers who take their business someplace else. On today’s PROJECT DISTINCT, Scott McKain discusses why it’s important to keep our teams engaged — and how to do it.

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S2 E561: Encore Episode - Is your customer relationship strategy one-sided?

Fri, 06 Nov 2020 08:00:00 -0000

It’s hard to be in a relationship when only one party is engaged in it! Unfortunately, many professionals — and the organizations they represent — want customer loyalty…yet, fail to demonstrate reciprocal loyalty in return. On today’s PROJECT DISTINCT, Scott McKain will reveal the three steps to ensuring we demonstrate our loyalty TO our customers, so we receive higher degrees of engagement FROM our customers!

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S2 E560: Encore Episode - Three customer service strategies you can launch today

Thu, 05 Nov 2020 08:00:00 -0000

If you want to improve your delivery of customer service — and who doesn’t? — it’s sometimes hard to know where to start. On today’s PROJECT DISTINCT, Scott McKain will reveal three strategies that many organizations can launch today,..two of which any business of any size could start on immediately.

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S2 E559: Encore Episode - The importance of personal connections

Wed, 04 Nov 2020 08:00:00 -0000

Currently in Denver with his colleagues and pals, today’s PROJECT DISTINCT has Scott McKain sharing the importance of personal connections and friendships to help us be more creative and productive. AND, it has the critical component of also making life more worthwhile, too!

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S2 E558: Encore Episode - Creating the winning game plan with your team

Tue, 03 Nov 2020 08:00:00 -0000

According to Scott McKain, it’s important that we know our competition — but, it’s critical that we don’t focus on them. Instead, we need to create a winning game plan that plays to the natural strengths of our organization and our people. That’s the topic of today’s PROJECT DISTINCT.

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S2 E557: Encore Episode - "Defense wins championships" - should we run our business that way?

Mon, 02 Nov 2020 08:00:00 -0000

Every sports fan knows the cliche: “Defense wins championships!” Since we also hear so many analogies relating sports to business…should we lead, sell, and serve from a defensive posture? That’s the issue that Scott McKain will…tackle…on today’s PROJECT DISTINCT!

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S2 E556: Encore Episode - Why employees quit unexpectedly

Sun, 01 Nov 2020 08:00:00 -0000

Have you ever had a team member that you weren’t expecting to leave…quit? Have you ever left a position and your boss was surprised you were looking elsewhere? It begs the question: why do good people leave when you anticipate they’re happy with you and your organization? Today’s PROJECT DISTINCT will look at why leaders are sometimes caught unaware — and, from a post by Mike Myatt on Forbes.com — reveal a few failures that many of us are guilty of committing.

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S2 E555: Encore Episode - Will AI change how your team delivers the customer experience?

Wed, 14 Oct 2020 07:00:00 -0000

Artificial Intelligence (AI) is one of the hottest topics in all areas of business. Yet, as Scott McKain points out on this episode of PROJECT DISTINCT, we’d be naive to assume that AI is only going to be in the hands of organizations and not accessible to our customers, as well. Given that, how will AI change the way in which your team delivers the customer experience? And, what can we do to prepare? You’ll learn three important steps on this edition of the podcast!

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S2 E554: Encore Episode - Why do customers leave you?

Tue, 13 Oct 2020 07:00:00 -0000

None of us have 100% customer retention, despite our best efforts. So, today’s PROJECT DISTINCT asks, WHY do customers leave? Scott McKain reveals some shocking statistics that could change your perspective on customer erosion — so you can fix the problem and retain more customers!

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S2 E553: Encore Episode - Thoughts on Memorial Day, change, and growth

Mon, 12 Oct 2020 07:00:00 -0000

Today’s episode of PROJECT DISTINCT is a message from Scott McKain that reflects on Memorial Day being observed today in the United States — and what it means to changing times and our growth.

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S2 E552: Encore Episode - 7 needs work should fulfill

Sun, 11 Oct 2020 07:00:00 -0000

Scott McKain’s great friend, Skip Prichard (http://SkipPrichard.com) recently interviewed the author of a new book who claims, "most workplaces are unfit for human life.” On today’s PROJECT DISTINCT, we’ll take a look at why that’s the case, why it’s critical for you and your organization to fix, and how to accomplish this critical task.

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S2 E551: Encore Episode - Why someone would never work in customer service again

Sat, 10 Oct 2020 07:00:00 -0000

For those of us who make a living working on the customer experience, for a team member to totally reject that effort is sometimes hard to understand. On today’s PROJECT DISTINCT, Scott McKain looks at five reasons your colleagues may literally hate working in customer service - and what you can do as a leader to help them become better employees…and your organization deliver a higher level of experience.

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S2 E550: Encore Episode - The one quality all good leaders have in common

Fri, 09 Oct 2020 07:00:00 -0000

Through his personal experience, Scott McKain has learned that all good leaders have a particular trait in common. And, a recent article in Harvard Business Review suggests that research displays this quality as a requirement for effective and improving leadership. Learn what it is on today’s PROJECT DISTINCT!

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S2 E549: Encore Episode - How can I become a better speaker?

Thu, 08 Oct 2020 07:00:00 -0000

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S2 E548: Encore Episode - The type of service customers value

Wed, 07 Oct 2020 07:00:00 -0000

What if a particular type of service could improve customer satisfaction anywhere from 33% to 73%? Would you be willing to give it a try? Would it make sense to invest in doing what it takes to make customers so pleased that they repeat their business and refer you to their friends and colleagues? On today’s PROJECT DISTINCT, Scott McKain will reveal the latest research that determined exactly what type of service that almost 80% of customers said that they prefer.

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S2 E547: Encore Episode - The difference between customer service and customer experience

Tue, 06 Oct 2020 07:00:00 -0000

It seems as though the terms “customer service” and “customer experience” are frequently used interchangeably. Should they be? Or, are there critical differences between the two terms — especially in how you deliver them to YOUR customers? On today’s PROJECT DISTINCT, Scott McKain discusses why they aren’t the same — and what you need to understand…and the action you need to take…to engage your customers with BOTH “service” and “experience.”

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S2 E546: Encore Episode - Quality is more than product or service

Mon, 05 Oct 2020 07:00:00 -0000

We hear so much about improving the quality of our product or service — but, Scott McKain cautions us that is not the only area where quality is critical. On today’s PROJECT DISTINCT, he relates a story that happened to his close friend, speaker and humorist Mark Mayfield, that teaches an important lesson about where customers REALLY value quality.

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S2 E545: Encore Episode - Five awful management styles

Sun, 04 Oct 2020 07:00:00 -0000

We’ve all worked for bad bosses — however, few of us want to admit that sometimes WE may be the one who is guilty! On today’s PROJECT DISTINCT, Scott McKain does just that. By letting you know of his managerial failures in the past, he can relate to the five awful management styles that your employees may be encountering. This episode is a look at bad management — so that we can all get better at leading others!

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S2 E544: Encore Episode - The decline of customer service

Sat, 03 Oct 2020 07:00:00 -0000

Many experts argue that despite the millions (billions?) being spent by organizations of all sizes, customer service is declining. Most will tell you that customers, in general, are less satisfied that ever. Why is that the case — and what can we do about it in our organizations or our career? Today’s PROJECT DISTINCT discusses the work done by groups like Ritz-Carlton and Porsche — where employees have probably not experienced the level of service that their customers have come to expect. And, Scott McKain reviews a recent blog post that helps us know specific steps to solve the problem.

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S2 E543: Encore Episode - Getting started (part two)

Fri, 02 Oct 2020 07:00:00 -0000

Because yesterday’s episode generated such feedback, Scott McKain devotes another day to helping you get started on the path of creating distinction. If you’ve ever wondered what you need to do to get what you want in business and in life — and how to get started in achieving it — this edition of PROJECT DISTINCT is especially for you!

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S2 E542: Encore Episode - How to get started

Thu, 01 Oct 2020 07:00:00 -0000

Some of the questions that Scott McKain is constantly asked is, “How do I start to create distinction? How do I start to improve my business? What does it take to have a better life?” On today’s important episode of PROJECT DISTINCT, Scott reveals the way to start to grow your business and fulfill your dreams. Sharing his personal experience, what he learned working with Arnold Schwarzenegger, and the insights of others, Scott outlines what you need to do to launch a better business…a better career…and a better life.

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S2 E541: Encore Episode - The 5 questions for great customer service

Wed, 30 Sep 2020 07:00:00 -0000

Customers who have a great experience with you and your organization take three wonderful steps: they repeat their current business, they enhance their significance of purchases, and they refer you to their friends and colleagues. That means delivering a great customer experience should be “Job #1” for every employee! What if five simple questions could help you ignite a higher level of service? On today’s PROJECT DISTINCT, Scott McKain will relate a quintet of simple queries that can help you create distinction.

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S2 E540: Encore Episode - Are your people an asset or expense?

Tue, 29 Sep 2020 07:00:00 -0000

Returning to a location where he experienced horrendous customer service, Scott McKain learned that changes and improvements had been made — not to the decor of the resort, instead with the people who worked there. Today’s PROJECT DISTINCT focuses on the old saying, “Our people are our greatest asset” and asks the question, “Then why do you treat them like an expense?”

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S2 E539: Encore Episode - Customer expectations are rising — is your ability to deliver being upgraded, too?

Mon, 28 Sep 2020 07:00:00 -0000

As he relates on today’s PROJECT DISTINCT, Scott McKain has been writing for almost two decades about the rising expectations of customers. On this episode, he’ll share new information from a recent study on how much they are rising — how the expectations of Millennial customers compare to those of Baby Boomers and Gen X — and why delivering a great experience for your customers is your best marketing strategy.

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S2 E538: Encore Episode - The clarity of Nido Qubein and High Point University

Sun, 27 Sep 2020 07:00:00 -0000

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S2 E537: Encore Episode - People first or process first?

Sat, 26 Sep 2020 07:00:00 -0000

It’s almost “chicken and egg” — which comes first for your organization, department, or career: people or process? Do you put the process of creating and delivering your products or services ahead of the people you serve and work with — or do you put them ahead of the process? Scott McKain explores how cultural changes have impacted the way that leaders need to respond — and offers his choice — on today’s PROJECT DISTINCT.

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S2 E536: Encore Episode - What do you do to make it right for customers?

Fri, 25 Sep 2020 07:00:00 -0000

A forgotten briefcase at the Las Vegas airport generated repeat business for a private car company. How can errors with customers turn them into loyal clients of your products and services? That’s the topic of today’s PROJECT DISTINCT — what steps do you take to “make it right” when mistakes are made with customers. Scott McKain explains how to turn bad experiences into positive relationships on this edition of the podcast.

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S2 E535: Encore Episode - How Jody shapes the company culture

Thu, 24 Sep 2020 07:00:00 -0000

When the group Scott McKain is speaking to in Maui entered the ballroom for the conference's farewell dinner, they saw that Jody — who had served the attendees on opening night — was once again their bartender. Spontaneously, the group burst into applause at the sight of her. Her attitude and enthusiasm was infectious…to a degree that it uplifted both her customers and her colleagues. How can YOU attract more “Jodys” to your team? And, what role does your culture play in that effort? On today’s episode of PROJECT DISTINCT, Scott McKain will discuss WHY this is critical!

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S2 E534: Encore Episode - Why your marketing isn't working

Wed, 23 Sep 2020 07:00:00 -0000

There is a fundamental reason why your marketing — and even your advertising — is not creating the engaged, loyal customers that you desire. Whether you’re a senior executive at a large organization…and entrepreneur building a business…or a sales professional trying to expand your efforts…this episode of PROJECT DISTINCT from Scott McKain is critical for you!

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S2 E533: Encore Episode - Do you WANT to deliver great customer service?

Tue, 22 Sep 2020 07:00:00 -0000

If you’re not delivering great customer service, it’s because you evidently don’t WANT TO. That’s what Scott McKain is emphatically stating on today’s PROJECT DISTINCT. He suggests that if Indiana’s Bureau of Motor Vehicles can do it — there’s no excuse for any of the rest of us. If you’re not a fan of your local BMV…you may be SHOCKED — and learn about commitment to customer service -- from what you hear on today’s episode!

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S2 E532: Encore Episode - Are you disconnected from your customer's experience?

Mon, 21 Sep 2020 07:00:00 -0000

On today’s episode, Scott McKain suggests that MOST organizations are disconnected from what their own customers are experiencing as they do business with them. And, this lack of understanding even spreads to the front line people on your own team! Learn what to do to reconnect your thinking with that of your customers — and, what Scott says is one of the “saddest shows on television” relates to this phenomenon.

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S2 E531: Encore Episode - Does introspection always lead to improvement?

Sun, 20 Sep 2020 07:00:00 -0000

We tend to think that analyzing what customers are thinking and feeling — and reviewing our own errors in judgement and action — will always create a better result. But, is that really the case? On today’s PROJECT DISTINCT, Scott McKain relates how a recent dinner conversation motivated him to learn more about the value (or lack thereof) of introspection and evaluation as we try to improve our organizations, our careers, and ourselves.

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S2 E530: Encore Episode - What happened to customer loyalty?

Sat, 19 Sep 2020 07:00:00 -0000

Does it seem as though your customers aren’t as loyal to you as they used to be? On today’s PROJECT DISTINCT, Scott McKain reveals the “Three Levels of Customer Loyalty.” And, he’ll discuss the three reasons that loyalty from customers is on the decline — and what you can do to change that for yourself and your organization!

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S2 E529: Encore Episode - Sleep soundly by preparing properly

Fri, 18 Sep 2020 07:00:00 -0000

“Have a Little Faith?” by Mitch Albom was recently brought to Scott McKain’s attention — and, especially the story of the farmer and the new farmhand. Today’s PROJECT DISTINCT uses that story to ask, “How well are you prepared to grow your business and yourself?” In this episode, Scott will outline three important steps you need to take to ensure you’ll sleep soundly because you’ve prepared properly.

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SS2 E528: Encore Episode - Focusing your efforts through a High Concept

Thu, 17 Sep 2020 07:00:00 -0000

As we continue on PROJECT DISTINCT to examine the importance of clarity and focus, today Scott McKain reveals a tool that can help you — the High Concept. As you seek to sharpen your clarity, the specific steps that Scott outlines today will help you center your efforts on what’s really important to your team and your customers.

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S2 E527: Encore Episode - More on the power of focus to differentiate

Wed, 16 Sep 2020 07:00:00 -0000

Following up on your comments and questions about yesterday’s episode, today we will drill deeper into the subjects of focus and clarity. Scott McKain starts today with a rant about non-focused organizations and professionals, then provides the example of High Point University as proof that every type of organization can grow when it first strives for clarity. It’s an important PROJECT DISTINCT for you!

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S2 E526: Encore Episode - What do you do? The power of focus

Tue, 15 Sep 2020 07:00:00 -0000

When a customer or prospect asks you that all-important question — “What do you do?” — how do YOU answer? Scott McKain conducted research to try to ascertain what the differences are between elite performers and those who were doing very well, but weren’t at the highest level of their respective profession. Today’s PROJECT DISTINCT reveals the answer — and relates why it is so critical to your success!

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S2 E525: Encore Episode - The business philosophy of Ric Flair

Mon, 14 Sep 2020 07:00:00 -0000

While it might not seem that the legendary “stylin', profilin', limousine riding, jet flying, kiss-stealing, wheelin' n' dealin' son of a gun” known as the “Nature Boy” in pro wrestling would even possess a philosophy on business, today’s PROJECT DISTINCT reveals one of significant impact for every professional. If you want a distinctive, championship business, Scott McKain relates — with a “WHOOOOO!!” — what Ric Flair teaches that we should all do.

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S2 E524: Encore Episode - Business Solutions with Larry Winget

Sun, 13 Sep 2020 07:00:00 -0000

Yesterday on PROJECT DISTINCT, 6-time NYT bestselling author and Fox News Contributor, Larry Winget, joined Scott McKain to talk about the biggest challenges facing leaders in businesses of all sizes and industries. Today — it’s all about solutions! It’s an episode that may help you solve the problems you’re encountering!

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S2 E523: Encore Episode - The Biggest Problems in Business— with Larry Winget

Sat, 12 Sep 2020 07:00:00 -0000

What are the biggest problems facing leaders in business today? Regardless of the size of the operation — or your role in it — what challenges transcend all businesses? On today’s PROJECT DISTINCT to tackle this critical topic, Scott McKain welcomes one of his partners at the Ultimate Business Summit, the six-time New York Times bestselling author who has spoken for 400 of the Fortune 500 companies and appears regularly on Fox News Channel — Larry Winget!

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S2 E522: Encore Episode - The problem with the “hustle”

Fri, 11 Sep 2020 07:00:00 -0000

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S2 E521: Encore Episode - We irritate and confuse our customers

Thu, 10 Sep 2020 07:00:00 -0000

Whether it is blind adherence to (perhaps outdated) company policies or misguided attempts to communicate technical information to non-technically oriented buyers, we often irritate and confuse our customers. Today’s PROJECT DISTINCT tackles that issue, as Scott McKain provides some ideas to consider to help remove friction between us and those who purchase our products and services.

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S2 E520: Encore Episode - Why is vision so important — and how can we become more visionary?

Wed, 09 Sep 2020 07:00:00 -0000

We hear top leaders complimented all the time with the accolade that they are “visionary.” But, what does that really mean? Is it important to the success of our business or career? And, if so, how do we become visionary? On today’s PROJECT DISTINCT, Scott McKain focuses on a part of the new book, “Do Business Better” by his friend, Damian Mason. (https://www.amazon.com/Do-Business-Better-Actions-Succeed/dp/1119566282) In the episode, you’ll learn why vision is critical to your future — and some specific tactics required to become more visionary about your future.

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S2 E519: Encore Episode - I hate closing

Tue, 08 Sep 2020 07:00:00 -0000

You should never close the sale. Get ready — this will be a controversial episode of PROJECT DISTINCT. Scott McKain reveals why he HATES the term, “closing the sale” — and why you and your team should have a totally different perspective in these rapidly changing time.

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S2 E518: Encore Episode - Hire great teams

Mon, 07 Sep 2020 07:00:00 -0000

We hear so much about the importance of hiring “A” players for our organization’s team. Is that truly the superior strategy? Inspired by a blog post on fs.blog, Scott McKain relates that sometimes in business — as in sports — the best players don’t always combine their efforts to produce the superior team. How we need to hire and work with one another is the important topic of today’s PROJECT DISTINCT.

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S2 E517: Encore Episode - Blanchard CARE

Sun, 06 Sep 2020 07:00:00 -0000

Dr. Ken Blanchard — a former member of Speakers Roundtable, the mastermind group that has also been a part of Scott McKain’s career for two decades — is one of the world’s authorities on customer service, leadership, and organizational management. Blanchard’s companies teach a specific four-step approach to attaining a high level of customer service. On today’s episode of PROJECT DISTINCT, Scott takes a look at Blanchard’s approach and helps us understand what we need to do to keep customers coming back for life.

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S2 E516: Encore Episode - How frequently should we conduct training for our team — or ourselves?

Sat, 05 Sep 2020 07:00:00 -0000

Training is a critical function for every organization — and each professional. To achieve maximum results, how frequently should we conduct training sessions? How often should training initiatives be launched? How quickly should attendees put the new information to use to be certain they take action? A surprising answer is in store for you from Scott McKain on today’s PROJECT DISTINCT!

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S2 E515: Encore Episode - The 4 keys to designing a distinctive product or service

Fri, 04 Sep 2020 07:00:00 -0000

We all want the services we sell and the products we market to stand out from the competition. So, how do we incorporate distinction into the way we design our products and services? On today’s episode of PROJECT DISTINCT, Scott McKain reveals the four factors required to ensure that we are creating work that moves us to the front of a hyper-competitive market.

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S2 E514: Encore Episode - Beyond product - creating a customer focus

Thu, 03 Sep 2020 07:00:00 -0000

On yesterday’s episode, Scott McKain discussed the problems that organizations and professionals create when they focus obsessively on their products and not on their customers. Today’s PROJECT DISTINCT discusses an all-important step: a customer focus in every phase of your business. Whether you’re a solopreneur or in a large corporation, this message can play an important insight for your success!

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S2 E513: Encore Episode - Why we focus on product more than customers

Wed, 02 Sep 2020 07:00:00 -0000

You’ve probably had it happen to you — a sales professional that tells you more about the product than you want to know, while ignoring your needs. Why does that happen? Why do we often fall into the same trap with our customers? That’s the topic of today’s PROJECT DISTINCT with Scott McKain. We’ll take a look at the two major reasons that we often are so focused on our products that we don’t center our approach on our customers. It’s a revealing insight for you on today’s episode!

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S2 E512: Encore Episode - More on storytelling as a business tool

Tue, 01 Sep 2020 07:00:00 -0000

Following up on yesterday’s episode, Scott McKain dives deeper into the importance of storytelling, why you can never start as the hero, and why it’s so critical that you tell the story of your company, department, or team. In fact — you should be telling YOUR personal or professional story, too! That’s the subject for today’s PROJECT DISTINCT!

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S2 E511: Encore Episode - The most important professional skill for the future? Storytelling.

Thu, 27 Aug 2020 07:00:00 -0000

What’s the most important skill a business or professional can possess in the 21st Century? The ability to tell stories, according to “The Futurist” journal. Do you identify more with the airline started by two guys in a bar writing on a cocktail napkin — or a conglomeration of smaller brands you don’t remember with no narrative that’s told? Learn the importance of your story from Scott McKain on today’s PROJECT DISTINCT!

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S2 E510: Encore Episode - Latest trends in small business ownership

Wed, 26 Aug 2020 07:00:00 -0000

On today’s PROJECT DISTINCT, Scott McKain reports on a new study by FreshBooks (https://www.freshbooks.com/press/annualreport) on the latest trends in small business ownership. Who does better — those entrepreneurs with…or without…a college degree? Who does better…those with or without multiple streams of income? All that and more on today’s episode!

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S2 E509: Encore Episode - They forgot who they are

Tue, 25 Aug 2020 07:00:00 -0000

In a recent conversation with an Australian businessman, Scott McKain was surprised to learn of an American-based company that is rapidly losing marketshare. “They forgot who they are,” was the reason offered by the business leader. On today’s PROJECT DISTINCT, Scott discusses the importance of clarity — and why it’s critical to deliver to customers what they expect that we are…even as we grow and change for their benefit.

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S2 E508: Encore Episode - What to do when you’ve made a mistake

Mon, 24 Aug 2020 07:00:00 -0000

Every human being has made a mistake of some kind. Yet, some handle them well and turn them into learning experiences, others deny, delay, and — even worse — never let it go. Today’s PROJECT DISTINCT with Scott McKain looks at what you should do after you’ve made a mistake to ensure that you not only learn from your mistake, but grow from it to help create distinction.

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S2 E507: Encore Episode - Two approaches to employee engagement

Sun, 23 Aug 2020 07:00:00 -0000

We know that we’re more profitable and productive when our teams are engaged in their work. So, how do we hire and keep engaged employees? Today from Hong Kong, Scott McKain shows two different approaches — and provides insight on why one way is superior to the other. Which one describes your efforts? It’s today’s episode on PROJECT DISTINCT.

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S2 E506: Encore Episode - Smaller, Faster, Compelling

Sat, 22 Aug 2020 07:00:00 -0000

While working on the road this week, Scott McKain attended a rugby tournament — Hong Kong Sevens. A special version of the game of rugby — of which Scott freely admits he knows nothing about — gave him ideas for three specific steps we can take to make our businesses stand out: 1) Make your efforts smaller and more intensive; 2) Make it faster for your customer; 3) Make it more compelling to do business with you. It’s the formula that attracts tens of thousands of fans to the Sevens tournaments from around the world. It's today’s episode of PROJECT DISTINCT!

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S2 E505: Encore Episode - The three business lessons from Wrestlemania

Fri, 21 Aug 2020 07:00:00 -0000

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S2 E504: Encore Episode - It’s not about you — and how to make sure the customer knows it's about them!

Thu, 20 Aug 2020 07:00:00 -0000

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S2 E503: Encore Episode - Make your customer the star of the show

Wed, 19 Aug 2020 07:00:00 -0000

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S2 E502: Encore Episode - How to design and create the Ultimate Customer Experience ®

Tue, 18 Aug 2020 07:00:00 -0000

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S2 E501: Encore Episode - The primary problem with customer journey maps

Tue, 11 Aug 2020 07:00:00 -0000

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S2 E500: Encore Episode - Give them the pickle!

Mon, 10 Aug 2020 07:00:00 -0000

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S2 E499: Encore Episode - Sales training in changing times

Thu, 06 Aug 2020 07:00:00 -0000

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S2 E498: Encore Episode - Derivative but distinctive — an approach to stand out

Wed, 05 Aug 2020 07:00:00 -0000

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S2 E497: Encore Episode - The single most important customer service skill

Tue, 04 Aug 2020 07:00:00 -0000

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S2 E496: Encore Episode - Three “show biz” steps to improve your business: re-shoot, re-cast, and re-edit

Mon, 03 Aug 2020 07:00:00 -0000

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S2 E495: Encore Episode - Changing customer expectations and the UCE

Sun, 02 Aug 2020 07:00:00 -0000

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S2 E494: Encore Episode - The future of leadership development

Sat, 01 Aug 2020 07:00:00 -0000

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S2 E493: Encore Episode - The big 3 for customer relationships

Fri, 31 Jul 2020 07:00:00 -0000

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S2 E492: Encore Episode - You gotta get emotional!

Thu, 30 Jul 2020 07:00:00 -0000

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S2 E491: Encore Episode - Refreshing the customer experience

Wed, 29 Jul 2020 07:00:00 -0000

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S2 E490: Encore Episode - Keys to employee engagement

Tue, 28 Jul 2020 07:00:00 -0000

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S2 E489: Encore Episode - Dealing with a difficult boss

Mon, 27 Jul 2020 07:00:00 -0000

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S2 E488: Encore Episode - Millennials and Leadership Development

Sun, 26 Jul 2020 07:00:00 -0000

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S2 E487: Encore Episode - Contagious Attitudes

Sat, 25 Jul 2020 07:00:00 -0000

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S2 E486: Encore Episode - What Metallica can teach you about business

Fri, 24 Jul 2020 07:00:00 -0000

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S2 E485: Encore Episode - More on ALL Business is Show Business!

Thu, 23 Jul 2020 07:00:00 -0000

In this episode, Scott takes a look at the specific reasons WHY your business is a “show business” — and offers specific ideas on what you can do to enhance the customer experience.

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S2 E484: Encore Episode - Why YOUR business IS “show business”

Wed, 22 Jul 2020 07:00:00 -0000

(If you’d like to hear the entire audiobook of “ALL Business is STILL Show Business,” it’s available on Audible.)

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S2 E483: Encore Episode - Fighting commoditization

Tue, 21 Jul 2020 07:00:00 -0000

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S2 E482: Encore Episode - Three questions to create a compelling competitive advantage

Mon, 20 Jul 2020 07:00:00 -0000

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S2 E481: Encore Episode - The Six Levels of Customer Interaction (Part Three)

Sun, 19 Jul 2020 07:00:00 -0000

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S2 E480: The Six Levels of Customer Interaction (Part Two)

Sat, 18 Jul 2020 07:00:00 -0000

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S2 E479: Encore Episode - The Six Levels of Customer Interaction (Part One)

Fri, 17 Jul 2020 07:00:00 -0000

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S2 E477: Encore Episode - The clarity of Nido Qubein and High Point University

Wed, 15 Jul 2020 07:00:00 -0000

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S2 E476: Encore Episode - The problem with the “hustle”

Tue, 14 Jul 2020 07:00:00 -0000

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S2 E475: Encore Episode - It’s not about you — and how to make sure the customer knows it's about them!It’s not about you — and how to make sure the customer knows it's about them!

Mon, 13 Jul 2020 07:00:00 -0000

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S2 E474: Encore Episode - Make your customer the star of the show

Sun, 12 Jul 2020 07:00:00 -0000

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S2 E473: Encore Episode - What’s the difference?

Sat, 11 Jul 2020 07:00:00 -0000

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S2 E472: Encore Episode - As Times Change, People Do, Too

Fri, 10 Jul 2020 07:00:00 -0000

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S2 E471: Encore Episode - Five Leadership Styles that Fail to Create Iconic Results

Thu, 09 Jul 2020 07:00:00 -0000

In today’s episode, Scott talks about the importance of leaders and discusses five leadership styles that fail to create the kind of iconic cultures that distinctive leaders should be developing.

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S2 E470: Encore Episode - The people create the experience no matter your size

Wed, 08 Jul 2020 07:00:00 -0000

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S2 E469: Encore Episode - The first 3 things to fix to deliver great customer service

Mon, 06 Jul 2020 07:00:00 -0000

Here’s the link to Shaun Belding’s post: https://www.entrepreneur.com/article/339557

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S2 E468: Encore Episode - The 3 qualities required for customer and employee connection

Sun, 05 Jul 2020 07:00:00 -0000

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S2 E467: Encore Episode - Why the CEO must be the chief customer experience officer in any organization

Sat, 04 Jul 2020 07:00:00 -0000

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S2 E466: Encore Episode - Your story is better than your statement

Fri, 03 Jul 2020 07:00:00 -0000

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S2 E465: Encore Episode - The Self-Reliant Entrepreneur with John Jantsch

Thu, 02 Jul 2020 07:00:00 -0000

For more information on John’s forthcoming book: https://ducttapemarketing.com/the-self-reliant-entrepreneur/

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S2 E464: Encore Episode - Happy employees create happy customers

Wed, 01 Jul 2020 07:00:00 -0000

Here’s the link to the post Scott discusses today: https://supportyourcustomer.com/happy-employees-make-happy-customers-how-to-achieve-this

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S2 E463: Encore Episode - Will AI dramatically change the customer experience?

Mon, 29 Jun 2020 07:00:00 -0000

Here are the posts that Scott references during today’s show:

"How AI will -- and won't -- dominate customer service in 2019": https://betanews.com/2019/01/07/how-ai-will-and-wont-dominate-customer-service-in-2019/

"How AI Will Make Customer Service Reps Better At Their Jobs”: https://www.forbes.com/sites/forbestechcouncil/2018/12/14/how-ai-will-make-customer-service-reps-better-at-their-jobs/#46ffbbf53be8

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S2 E462: Encore Episode - Avoiding disruption through distinction

Sun, 28 Jun 2020 07:00:00 -0000

Here is the link to the article in MarTechSeries.

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S2 E461: Encore Episode - Creating customer joy - the story of Josh and the Apple Store

Sat, 27 Jun 2020 07:00:00 -0000

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S2 E460: Encore Episode - Should your best customers get preferred treatment?

Fri, 26 Jun 2020 07:00:00 -0000

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S2 E459: Encore Episode: It can happen to us; so here is what we can control…

Thu, 25 Jun 2020 07:00:00 -0000

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S2 E458: Encore Episode - Could you be guilty of the sin of micromanagement?

Wed, 24 Jun 2020 07:00:00 -0000

Here’s the link to the blog post that Scott references in today’s program: https://www.feedough.com/micromanagement/

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S2 E457: Encore Episode - Your customers won't be loyal if they don't know how to play your game

Mon, 22 Jun 2020 07:00:00 -0000

Here is the link to the post cited in the podcast.

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S2 E456: Encore Episode - Distinctive times to thank your customer

Sun, 21 Jun 2020 07:00:00 -0000

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S2 E455: Encore Episode - The importance of small wins

Fri, 19 Jun 2020 07:00:00 -0000

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S2 E454: Encore Episode - It's TOTALLY personal, it's business!

Thu, 18 Jun 2020 07:00:00 -0000

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S2 E453: Encore Episode - You SHOULD sweat the small stuff

Wed, 17 Jun 2020 07:00:00 -0000

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S2 E452: Encore Episode - Lies you're told about personal and professional improvement

Tue, 16 Jun 2020 07:00:00 -0000

Here’s the link to the original post: https://getpocket.com/explore/item/the-problem-with-hack-culture

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S2 E451: Encore Episode - Hard skills versus soft skills

Mon, 15 Jun 2020 07:00:00 -0000

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S2 E450: Encore Episode - You'd better manage more than you measure

Sun, 14 Jun 2020 07:00:00 -0000

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S2 E449: Encore Episode - 4 steps to get chosen for what you want in business and life

Sat, 13 Jun 2020 07:00:00 -0000

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S2 E448: Encore Episode - Sales is a numbers game -- but you don't know all the numbers

Fri, 12 Jun 2020 07:00:00 -0000

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S2 E447: Encore Episode - Learning the customer's problem is more important than your solution

Thu, 11 Jun 2020 07:00:00 -0000

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S2 E446: Encore Episode - 3 questions to ask yourself to deliver an ultimate customer experience

Wed, 10 Jun 2020 07:00:00 -0000

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S2 E445: Encore Episode - What the WWE can teach you about the customer experience

Tue, 09 Jun 2020 07:00:00 -0000

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S2 E444: Encore Episode - Transcend the obvious in the customer experience

Mon, 08 Jun 2020 07:00:00 -0000

If you’d like to read more about Bradshaw’s book: Click here!

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S2 E443: Encore Episode - Learning the importance of Clarity at FOCUS19

Sat, 06 Jun 2020 07:00:00 -0000

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S2 E442: Encore Episode - Go negative for positive results

Fri, 05 Jun 2020 07:00:00 -0000

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S2 E441: Encore Episode - Should you automate the customer experience?

Wed, 03 Jun 2020 07:00:00 -0000

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S2 E440: Encore Episode - Six steps to taking charge in your work

Tue, 02 Jun 2020 07:00:00 -0000

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S2 E439: Encore Episode - Quantifying the value of the customer experience

Mon, 01 Jun 2020 07:00:00 -0000

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S2 E438: Encore Episode - Using tech like AI to the detriment of customers

Sun, 31 May 2020 07:00:00 -0000

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S2 E437: Encore Episode - Using social media to enhance the customer experience

Sat, 30 May 2020 07:00:00 -0000

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S2 E436: Encore Episode - New ideas on leadership

Fri, 29 May 2020 07:00:00 -0000

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S2 E435: Encore Episode - Customers are getting really disappointed

Wed, 27 May 2020 07:00:00 -0000

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S2 E434: Encore Episode - Burnout - what it is and what to do about it

Tue, 26 May 2020 07:00:00 -0000

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S2 E433: Encore Episode - Talking with your customers is better than surveying them

Mon, 25 May 2020 07:00:00 -0000

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S2 E432: Encore Episode - Is it easier to put a human on moon than to deliver the ultimate customer experience?

Sun, 24 May 2020 07:00:00 -0000

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S2 E431: Encore Episode - The vastly underestimated importance of expressed appreciation

Fri, 22 May 2020 07:00:00 -0000

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S2 E430: Encore Episode - Ideas on the Ultimate Customer Experience

Mon, 18 May 2020 07:00:00 -0000

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S2 E429: Encore Episode - What to do with the never-satisfied customer?

Sun, 17 May 2020 07:00:00 -0000

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S2 E428: Encore Episode - Clarity is difficult!

Fri, 15 May 2020 07:00:00 -0000

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S2 E427: Encore Episode - More on handling the price objection

Thu, 14 May 2020 07:00:00 -0000

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S2 E426: Encore Episode - Handling the "I can buy it cheaper” price objection

Wed, 13 May 2020 07:00:00 -0000

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S2 E425: Encore Episode - Examples of how companies deliver great customer experiences

Tue, 12 May 2020 07:00:00 -0000

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S2 E424: Encore Episode - The sad standard of satisfaction

Mon, 11 May 2020 07:00:00 -0000

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S2 E423: Encore Episode - The importance of customer LTV

Sun, 10 May 2020 07:00:00 -0000

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S2 E422: Encore Episode - What you're doing that is driving your customers crazy!

Sat, 09 May 2020 07:00:00 -0000

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S2 E421: Encore Episode - One of the most important things you can do is — nothing!

Fri, 08 May 2020 07:00:00 -0000

During a remote recording from Hawaii, Scott McKain reminds us that while we are constantly chopping wood and working to grow our careers and organizations, we also must sharpen our axe.

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S2 E420: Encore Episode - Millennials and Leadership Development

Thu, 07 May 2020 07:00:00 -0000

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S2 E419: Encore Episode - Your most important business metric can't be measured

Wed, 06 May 2020 07:00:00 -0000

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S2 E418: Encore Episode - 5 best practices for retaining your future leaders

Tue, 05 May 2020 07:00:00 -0000

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S2 E417: Encore Episode - Lessons from extraordinary leaders

Mon, 04 May 2020 07:00:00 -0000

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S2 E416: Encore Episode - The six steps to respect

Sun, 03 May 2020 07:00:00 -0000

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S2 E415: Encore Episode - An example of why hard selling doesn't work today

Fri, 01 May 2020 07:00:00 -0000

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S2 E414: Encore Episode - Don't be a "sales bada**!”

Thu, 30 Apr 2020 07:00:00 -0000

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S2 E413: Encore Episode - It's challenging to be differentiated!

Wed, 29 Apr 2020 07:00:00 -0000

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S2 E412: Encore Episode - 4 critical points for your differentiation strategy

Tue, 28 Apr 2020 07:00:00 -0000

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S2 E411: Encore Episode - Is the way you're thinking causing your business problems?

Mon, 27 Apr 2020 07:00:00 -0000

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S2 E410: Encore Episode - Is your service survey the worst part of your customer's experience?

Sun, 26 Apr 2020 07:00:00 -0000

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S2 E409: Encore Episode - Invigorating the customer experience

Sat, 25 Apr 2020 07:00:00 -0000

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S2 E408: Encore Episode - Bored employees create bored customers

Thu, 23 Apr 2020 07:00:00 -0000

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S2 E407: Encore Episode - Is your customer relationship strategy one-sided?

Wed, 22 Apr 2020 07:00:00 -0000

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S2 E406: Encore Episode - Three customer service strategies you can launch today

Mon, 20 Apr 2020 07:00:00 -0000

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S2 E405: Encore Episode - The importance of personal connections

Sun, 19 Apr 2020 07:00:00 -0000

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S2 E404: Encore Episode - Creating the winning game plan with your team

Sat, 18 Apr 2020 07:00:00 -0000

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S2 E403: Encore Episode - "Defense wins championships" - should we run our business that way?

Fri, 17 Apr 2020 07:00:00 -0000

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S2 E402: Encore Episode - Why employees quit unexpectedly

Thu, 16 Apr 2020 07:00:00 -0000

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S2 E401: Encore Episode - Will AI change how your team delivers the customer experience?

Wed, 15 Apr 2020 07:00:00 -0000

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S2 E400: Encore Episode - Why do customers leave you?

Tue, 14 Apr 2020 07:00:00 -0000

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S2 E399: Encore Episode - Thoughts on Memorial Day, change, and growth

Mon, 13 Apr 2020 07:00:00 -0000

Today’s episode of PROJECT DISTINCT is a message from Scott McKain that reflects on Memorial Day being observed today in the United States — and what it means to changing times and our growth.

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S2 E398: Encore Episode - 7 needs work should fulfill

Sun, 12 Apr 2020 07:00:00 -0000

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S2 E397: Encore Episode - Why someone would never work in customer service again

Sat, 11 Apr 2020 07:00:00 -0000

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S2 E396: Encore Episode - The one quality all good leaders have in common

Fri, 10 Apr 2020 07:00:00 -0000

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S2 E395: Encore Episode - The type of service customers value

Thu, 09 Apr 2020 07:00:00 -0000

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S2 E394: Encore Episode - The difference between customer service and customer experience

Wed, 08 Apr 2020 07:00:00 -0000

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S2 E393: Encore Episode - Quality is more than product or service

Tue, 07 Apr 2020 07:00:00 -0000

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S2 E392: Encore Episode - Five awful management styles

Mon, 06 Apr 2020 07:00:00 -0000

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S2 E391: Encore Episode - The decline of customer service

Sun, 05 Apr 2020 07:00:00 -0000

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S2 E390: Encore Episode - Getting started (part two)

Sat, 04 Apr 2020 07:00:00 -0000

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S2 E389: Encore Episode - How to get started

Fri, 03 Apr 2020 07:00:00 -0000

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S2 E388: Encore Episode - The 5 questions for great customer service

Thu, 02 Apr 2020 07:00:00 -0000

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S2 E387: Encore Episode - Are your people an asset or expense?

Wed, 01 Apr 2020 07:00:00 -0000

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S3 E386: Encore Episode - Customer expectations are rising — is your ability to deliver being upgraded, too?

Tue, 31 Mar 2020 07:00:00 -0000

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S2 E385: Encore Episode - People first or process first?

Mon, 30 Mar 2020 07:00:00 -0000

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S2 E384: Encore Episode - What do you do to make it right for customers?

Sun, 29 Mar 2020 07:00:00 -0000

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S2 E383: Encore Episode - How Jody shapes the company culture

Sat, 28 Mar 2020 07:00:00 -0000

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S2 E382: Encore Episode - Why your marketing isn't working

Fri, 27 Mar 2020 07:00:00 -0000

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S2 E381: Encore Episode - Do you WANT to deliver great customer service?

Thu, 26 Mar 2020 07:00:00 -0000

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S2 E380: Encore Episode - Are you disconnected from your customer's experience?

Wed, 25 Mar 2020 07:00:00 -0000

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S2 E379: Encore Episode - Does introspection always lead to improvement?

Tue, 24 Mar 2020 07:00:00 -0000

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S2 E378: Encore Episode - What happened to customer loyalty?

Mon, 23 Mar 2020 07:00:00 -0000

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