Project Distinct Podcast

According to bestselling author and Hall of Fame speaker, Mark Sanborn, today’s leaders often lack clarity and therefore the ability to execute, leaving their organizations mired in the status quo. Scott’s longtime friend and renowned leadership expert  will demystify the essential elements of great leadership and provide a formula for leaders to achieve breakthrough success. You’l learn about his new book, “The Intention Imperative” on today’s PROJECT DISTINCT from guest host Mark Sanborn!

For more on Mark’s book:  https://intentionimperative.com

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!

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.

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!

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.

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.”

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.

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!

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.

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.®”

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