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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