Project Distinct Podcast
549 episodes - English - Latest episode: over 3 years ago - ★★★★★ - 22 ratingsHow do YOU stand out in today’s competitive marketplace? What does it take to sell uniquely…and serve remarkably? How can customers tell a difference between you and your competitors? “PROJECT DISTINCT with Scott McKain” reveals what it takes to soar above the crowd and dominate your market. You’ll discover the elements required to make your competition irrelevant. Subscribe and join Hall of Fame professional speaker Scott McKain daily! What if you don’t listen…and your competition does?
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Episodes
S2 E243: Encore Episode - An example of why hard selling doesn't work today
October 29, 2019 07:00 - 10 minutes - 10.5 MBThere’s a $55 million house involved — a real estate agent — and a prospect who won’t buy ANYTHING because of a pushy approach. That’s today’s PROJECT DISTINCT, where Scott McKain discusses how one salesperson’s choice not to listen might have spoiled a potential sale. Is that a mistake you’ve ever made? Probably, we ALL have — and today’s episode shows us what to do about it…and why aggressive sales tactics are like an unexamined drug.
S2 E242: Encore Episode - Don't be a "sales bada**!”
October 28, 2019 07:00 - 7 minutes - 7.1 MBBased on his recent blog post that stirred controversy, Scott McKain explodes the myth that being a “sales badass” is what will help you close deals and convert customers. Today’s PROJECT DISTINCT provides the three points that you must know if you are going to serve customers and grow sales.
S2 E241: Encore Episode - It's challenging to be differentiated!
October 27, 2019 07:00 - 9 minutes - 8.85 MBIf differentiation was easy — let’s face it, more organizations (and professionals) would be standing out and moving up! On today’s PROJECT DISTINCT, Scott McKain identifies four specific areas where you might encounter difficulty — and explains WHY it’s so critical to separate ourselves from the competition.
S2 E240: Encore Episode - 4 critical points for your differentiation strategy
October 26, 2019 07:00 - 8 minutes - 8.02 MBWe all place a value on differentiation — but, it should NEVER be “just to be different.” On today’s PROJECT DISTINCT, Scott McKain will outline four critical points to consider as you plan your strategy to differentiate your products and services to help create distinction.
S2 E239: Encore Episode - Is the way you're thinking causing your business problems?
October 25, 2019 07:00 - 9 minutes - 9.09 MBAccording to a new study from Accenture Consulting, many of the problems experienced by businesses are not because of changes in the market, competition, or technology. It’s the way that leaders THINK. What if the way that you’ve been educated — or trained yourself — to think about business isn’t valid in today’s world of change? It’s one of the most important topics we could cover on PROJECT DISTINCT, and Scott McKain will challenge YOUR thinking today!
S2 E238: Encore Episode - Is your service survey the worst part of your customer's experience?
October 24, 2019 07:00 - 9 minutes - 9.4 MBToday, Scott McKain relates the time that the worst portion of his customer experience was the hassle about completing the survey to grade the experience. Could that be happening to your customers? Could your sincere desire to evaluate and improve be viewed as a hassle by the very people/companies you seek to serve? On this episode of PROJECT DISTINCT, learn how to create more engaging surveys — and customers.
S2 E237: Encore Episode - Invigorating the customer experience
October 23, 2019 07:00 - 10 minutes - 10.6 MBHow is your current customer experience different from what it was a year ago? If you can’t think of any specific ways — you might be sowing the seeds of customer disconnection! In today’s PROJECT DISTINCT, we’ll discuss how to keep your customers engaged so you don’t create “loyalty fatigue.”
S2 E236: Encore Episode - Bored employees create bored customers
October 22, 2019 07:00 - 9 minutes - 8.87 MBAre your employees bored with their jobs? Guess what? Bored employees create bored, disinterested customers who take their business someplace else. On today’s PROJECT DISTINCT, Scott McKain discusses why it’s important to keep our teams engaged — and how to do it.
S2 E235: Encore Episode - Is your customer relationship strategy one-sided?
October 21, 2019 07:00 - 11 minutes - 10.7 MBIt’s hard to be in a relationship when only one party is engaged in it! Unfortunately, many professionals — and the organizations they represent — want customer loyalty…yet, fail to demonstrate reciprocal loyalty in return. On today’s PROJECT DISTINCT, Scott McKain will reveal the three steps to ensuring we demonstrate our loyalty TO our customers, so we receive higher degrees of engagement FROM our customers!
S2 E234: Encore Episode - Three customer service strategies you can launch today
October 20, 2019 07:00 - 9 minutes - 9.03 MBIf you want to improve your delivery of customer service — and who doesn’t? — it’s sometimes hard to know where to start. On today’s PROJECT DISTINCT, Scott McKain will reveal three strategies that many organizations can launch today,..two of which any business of any size could start on immediately.
S2 E233: Encore Episode - The importance of personal connections
October 19, 2019 07:00 - 6 minutes - 6.89 MBCurrently in Denver with his colleagues and pals, today’s PROJECT DISTINCT has Scott McKain sharing the importance of personal connections and friendships to help us be more creative and productive. AND, it has the critical component of also making life more worthwhile, too!
S2 E232: Encore Episode - Creating the winning game plan with your team
October 18, 2019 07:00 - 8 minutes - 8.14 MBAccording to Scott McKain, it’s important that we know our competition — but, it’s critical that we don’t focus on them. Instead, we need to create a winning game plan that plays to the natural strengths of our organization and our people. That’s the topic of today’s PROJECT DISTINCT.
S2 E231: Encore Episode - "Defense wins championships" - should we run our business that way?
October 17, 2019 07:00 - 7 minutes - 7.01 MBEvery sports fan knows the cliche: “Defense wins championships!” Since we also hear so many analogies relating sports to business…should we lead, sell, and serve from a defensive posture? That’s the issue that Scott McKain will…tackle…on today’s PROJECT DISTINCT!
S2 E230: Encore Episode - Why employees quit unexpectedly
October 16, 2019 07:00 - 8 minutes - 8.51 MBHave you ever had a team member that you weren’t expecting to leave…quit? Have you ever left a position and your boss was surprised you were looking elsewhere? It begs the question: why do good people leave when you anticipate they’re happy with you and your organization? Today’s PROJECT DISTINCT will look at why leaders are sometimes caught unaware — and, from a post by Mike Myatt on Forbes.com — reveal a few failures that many of us are guilty of committing.
S2 E229: Encore Episode - Will AI change how your team delivers the customer experience?
October 15, 2019 07:00 - 9 minutes - 9.6 MBArtificial Intelligence (AI) is one of the hottest topics in all areas of business. Yet, as Scott McKain points out on this episode of PROJECT DISTINCT, we’d be naive to assume that AI is only going to be in the hands of organizations and not accessible to our customers, as well. Given that, how will AI change the way in which your team delivers the customer experience? And, what can we do to prepare? You’ll learn three important steps on this edition of the podcast!
S2 E228: Encore Episode - Why do customers leave you?
October 14, 2019 07:00 - 10 minutes - 10.1 MBNone of us have 100% customer retention, despite our best efforts. So, today’s PROJECT DISTINCT asks, WHY do customers leave? Scott McKain reveals some shocking statistics that could change your perspective on customer erosion — so you can fix the problem and retain more customers!
S2 E227: Encore Episode - Thoughts on Memorial Day, change, and growth
October 13, 2019 07:00 - 5 minutes - 5.64 MBToday’s episode of PROJECT DISTINCT is a message from Scott McKain that reflects on Memorial Day being observed today in the United States — and what it means to changing times and our growth.
S2 E226: Encore Episode - 7 needs work should fulfill
October 12, 2019 07:00 - 12 minutes - 11.7 MBScott McKain’s great friend, Skip Prichard (http://SkipPrichard.com) recently interviewed the author of a new book who claims, "most workplaces are unfit for human life.” On today’s PROJECT DISTINCT, we’ll take a look at why that’s the case, why it’s critical for you and your organization to fix, and how to accomplish this critical task.
S2 E225: Are you promoting to a level of incompetence?
October 11, 2019 07:00 - 8 minutes - 8.26 MBBack 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...
S2 E224: The Intention Imperative with Mark Sanborn
October 10, 2019 07:00 - 10 minutes - 10.1 MBAccording 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! ...
S2 E223: The people create the experience no matter your size
October 09, 2019 07:00 - 8 minutes - 8.23 MBAs 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!
S2 E222: Encore Episode - Why someone would never work in customer service again
October 08, 2019 07:00 - 12 minutes - 11.7 MBFor 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.
S2 E221: Encore Episode - The one quality all good leaders have in common
October 07, 2019 07:00 - 6 minutes - 6.62 MBThrough 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!
S2 E220: Encore Episode - The type of service customers value
October 06, 2019 07:00 - 9 minutes - 9.39 MBWhat 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.
S2 E219: Encore Episode - The difference between customer service and customer experience
October 05, 2019 07:00 - 13 minutes - 12.9 MBIt 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.”
S2 E218: Encore Episode - Quality is more than product or service
October 04, 2019 07:00 - 9 minutes - 8.96 MBWe 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.
S2 E217: Encore Episode - Five awful management styles
October 03, 2019 07:00 - 10 minutes - 10.2 MBWe’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!
S2 E216: Encore Episode - The decline of customer service
October 02, 2019 07:00 - 11 minutes - 10.9 MBMany 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. A...
S2 E215: The first 3 things to fix to deliver great customer service
October 01, 2019 07:00 - 9 minutes - 8.81 MBAccording 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
S2 E214: The 3 qualities required for customer and employee connection
September 30, 2019 07:00 - 7 minutes - 7.81 MBWe all desire higher levels of engagement with our customers and employees. Did you know there are three specific qualities that are required in order to make that happen? On today’s PROJECT DISTINCT, Scott McKain outlines for us these three qualities — and gives us the critical reasons why they are vital to our professional and organizational success.
S2 E213: Encore Episode - Getting started (part two)
September 29, 2019 07:00 - 9 minutes - 9.2 MBBecause yesterday’s episode generated such feedback, Scott McKain devotes another day to helping you get started on the path of creating distinction. If you’ve ever wondered what you need to do to get what you want in business and in life — and how to get started in achieving it — this edition of PROJECT DISTINCT is especially for you!
S2 E212: Encore Episode - How to get started
September 28, 2019 07:00 - 11 minutes - 10.9 MBSome of the questions that Scott McKain is constantly asked is, “How do I start to create distinction? How do I start to improve my business? What does it take to have a better life?” On today’s important episode of PROJECT DISTINCT, Scott reveals the way to start to grow your business and fulfill your dreams. Sharing his personal experience, what he learned working with Arnold Schwarzenegger, and the insights of others, Scott outlines what you need to do to launch a better business…a bette...
S2 E211: Encore Episode - The 5 questions for great customer service
September 27, 2019 07:00 - 12 minutes - 11.7 MBCustomers who have a great experience with you and your organization take three wonderful steps: they repeat their current business, they enhance their significance of purchases, and they refer you to their friends and colleagues. That means delivering a great customer experience should be “Job #1” for every employee! What if five simple questions could help you ignite a higher level of service? On today’s PROJECT DISTINCT, Scott McKain will relate a quintet of simple queries that can help y...
S2 E210: Encore Episode - Are your people an asset or expense?
September 26, 2019 07:00 - 6 minutes - 6.53 MBReturning to a location where he experienced horrendous customer service, Scott McKain learned that changes and improvements had been made — not to the decor of the resort, instead with the people who worked there. Today’s PROJECT DISTINCT focuses on the old saying, “Our people are our greatest asset” and asks the question, “Then why do you treat them like an expense?”
S2 E209: Encore Episode - Customer expectations are rising — is your ability to deliver being upgraded, too?
September 25, 2019 07:00 - 7 minutes - 7.2 MBAs he relates on today’s PROJECT DISTINCT, Scott McKain has been writing for almost two decades about the rising expectations of customers. On this episode, he’ll share new information from a recent study on how much they are rising — how the expectations of Millennial customers compare to those of Baby Boomers and Gen X — and why delivering a great experience for your customers is your best marketing strategy.
S2 E208: Encore Episode - People first or process first?
September 24, 2019 07:00 - 10 minutes - 9.82 MBIt’s almost “chicken and egg” — which comes first for your organization, department, or career: people or process? Do you put the process of creating and delivering your products or services ahead of the people you serve and work with — or do you put them ahead of the process? Scott McKain explores how cultural changes have impacted the way that leaders need to respond — and offers his choice — on today’s PROJECT DISTINCT.
S2 E207: Encore Episode - What do you do to make it right for customers?
September 23, 2019 07:00 - 8 minutes - 7.93 MBA forgotten briefcase at the Las Vegas airport generated repeat business for a private car company. How can errors with customers turn them into loyal clients of your products and services? That’s the topic of today’s PROJECT DISTINCT — what steps do you take to “make it right” when mistakes are made with customers. Scott McKain explains how to turn bad experiences into positive relationships on this edition of the podcast.
S2 E206: Encore Episode - How Jody shapes the company culture
September 22, 2019 07:00 - 8 minutes - 8.42 MBWhen the group Scott McKain is speaking to in Maui entered the ballroom for the conference's farewell dinner, they saw that Jody — who had served the attendees on opening night — was once again their bartender. Spontaneously, the group burst into applause at the sight of her. Her attitude and enthusiasm was infectious…to a degree that it uplifted both her customers and her colleagues. How can YOU attract more “Jodys” to your team? And, what role does your culture play in that effort? On toda...
S2 E205: Encore Episode - Why your marketing isn't working
September 21, 2019 07:00 - 9 minutes - 8.91 MBThere is a fundamental reason why your marketing — and even your advertising — is not creating the engaged, loyal customers that you desire. Whether you’re a senior executive at a large organization…and entrepreneur building a business…or a sales professional trying to expand your efforts…this episode of PROJECT DISTINCT from Scott McKain is critical for you!
S2 E204: Encore Episode - Do you WANT to deliver great customer service?
September 20, 2019 07:00 - 7 minutes - 7.77 MBIf 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!
S2 E203: Encore Episode - Are you disconnected from your customer's experience?
September 19, 2019 07:00 - 9 minutes - 9.06 MBOn 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.
S2 E202: Encore Episode - Does introspection always lead to improvement?
September 18, 2019 07:00 - 8 minutes - 8.24 MBWe 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.
S2 E201: Why the CEO must be the chief customer experience officer in any organization
September 17, 2019 07:00 - 11 minutes - 11.4 MBIn 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.
S2 E200: Your story is better than your statement
September 16, 2019 07:00 - 9 minutes - 9.08 MBWith 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 —
S2 E199: The Self-Reliant Entrepreneur with John Jantsch
September 15, 2019 07:00 - 9 minutes - 9.37 MBOn 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/
S2 E198: Happy employees create happy customers
September 14, 2019 07:00 - 10 minutes - 9.99 MBWe 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
S2 E197: Will AI dramatically change the customer experience?
September 13, 2019 07:00 - 10 minutes - 9.96 MBThere’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...
S2 E196: Avoiding disruption through distinction
September 12, 2019 07:00 - 9 minutes - 8.92 MBNo 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.
S2 E195: Creating customer joy - the story of Josh and the Apple Store
September 11, 2019 07:00 - 10 minutes - 9.77 MBWe’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 cr...
S2 E194: Should your best customers get preferred treatment?
September 10, 2019 07:00 - 10 minutes - 9.85 MBWhen we read constant complaints about the preferential treatment and privilege that some receive — and how opposed to it that the general public seems to be — it begs an important question: Should some customers get preferential treatment over others? On today’s PROJECT DISTINCT, you’ll learn where Scott McKain stands on the issue, and why you should be teaching your team to treat customers wonderfully…but differently.