Project Distinct Podcast

Would you want a surgeon to operate on you if she hadn’t received ongoing training after graduating from medical school? Probably not. We recognize in many professions that ongoing training is required to continue to work in that field. So, if it’s so important to them — why not to the employees of your company (no matter the size)? On today’s PROJECT DISTINCT, Scott McKain will discuss a recent study by McKinsey and Company on the four steps necessary to improve your organization’s training efforts. It’s all about what you can do so you — and your team — continue to learn and grow towards distinction on today’s episode.

Link to McKinsey report discussed: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-difference-between-good-and-bad-sales-training

This week has been “Ultimate Customer Experience ® Week” on PROJECT DISTINCT! On today’s episode, Scott McKain will review the Five Steps to the Ultimate Customer Experience — as well as five “stops” you need to make…and five “starts” you need to take…to deliver a UCE for your customers.

There are five steps to creating and delivering the Ultimate Customer Experience ® — the topic for an entire week of episodes of PROJECT DISTINCT. Today, Scott McKain reveals the fifth step through his story about two resort hotels located near each other, yet delivering vastly different experiences to their customers. From this, you’ll discover the last step — and perhaps, the most important step — in delivering Ultimate Customer Experiences for YOUR customers!

It’s the next to the last step for delivering the Ultimate Customer Experience — and it’s one that is frequently overlooked or under appreciated. On today’s PROJECT DISTINCT, Scott McKain shows us the three action steps we must take to create the kind of connectivity with customers that create an ultimate experience…and execute the Fourth Step of the five that are required.

PS - there was a bit of a recording issue in Scott’s hotel room as we did this — while the audio isn’t up to our usual quality, we hope you’ll find that the content is.

It’s obviously important to serve our customers! Yet, service — while critical — isn’t enough to deliver an Ultimate Customer Experience. On today’s episode of PROJECT DISTINCT, Scott McKain reveals the third of the five steps required. It examines the element we need to add to service to engage and amaze our customers.

While we want to make our customer experience extraordinary, customers do NOT want us to “make it right.” On today’s PROJECT DISTINCT, Scott McKain will show us what customers REALLY want so you can deliver an “Ultimate Customer Experience ®.”

The “Ultimate Customer Experience ®” Week continues on PROJECT DISTINCT! Today, Scott will reveal the first step required to deliver an Ultimate Customer Experience for both your internal and external customers. And, ironically, the way you achieve the UCE does not start with the customer at all…

All week on PROJECT DISTINCT, Scott McKain will be revealing insights from the soon-to-be-released update of his book, “The Ultimate Customer Experience ®” — and, today we will talk about YOUR all-time best customer experience, and why it’s so critical to your ability to deliver UCE’s to YOUR customers and colleagues.

Welcome to NEW episodes of PROJECT DISTINCT! On today’s podcast, Scott McKain will let you in on the “Ultimate Customer Experience ®” he had while away — and how Norwegian Cruise Lines delivered it. It’s an important idea for EVERY professional and any business!  And, it’s here for you on this NEW episode of PROJECT DISTINCT!

Back in the 1960’s, Dr. Lawrence Peter released a book, “The Peter Principle,” that was intended as satire. Instead, it revealed a truth about how we manage our organizations and promote our people. Now, recent research has revealed not only the truth, but also the impact of this challenge that we face as we promote — and as we are promoted — in our businesses. On today’s PROJECT DISTINCT, Scott McKain will discuss the phenomenon and show us what to do about it.

Link to Forbes article that Scott discusses: https://www.forbes.com/sites/roddwagner/2018/04/10/new-evidence-the-peter-principle-is-real-and-what-to-do-about-it/#545f91ed1809