Project Distinct Podcast

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!

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.

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.

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.

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 —

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!”

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

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.

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

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!

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

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.

Here is the link to the article in MarTechSeries.

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.