Project Distinct Podcast

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?

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.

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!

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!

If I don’t trust you, why would I want to do business with you?  If I don’t trust you, why would I want to work with you? Yet, we often find that creating and sustaining trust is woefully lacking in many organizations — and from those who lead them, as well. On today’s PROJECT DISTINCT, Scott McKain discusses the critical factor of trust. And, he will provide a couple of terrific resources where you can discover more about what you can do to enhance the trust that your internal and external customers have with you and your organization.

Resources that Scott refers to in this episode:

Trust Across America: https://www.trustacrossamerica.com

FreshDesk post: https://freshdesk.com/customer-service-training/build-customer-trust-blog/

Do you trust your customer as much as you want them to trust your products and services? How do you SHOW your customer that you do? This weekend, Scott McKain relates his horrible experience with Google customer service. It’s a textbook example of a company putting their own policy in front of serving a customer in need. If you don’t want to fail your customers the way Google failed Scott, today’s PROJECT DISTINCT is a “must listen!”

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.

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!

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.

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