Project Distinct Podcast

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.

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

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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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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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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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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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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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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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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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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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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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