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 E594: Encore Episode - The sad standard of satisfaction
December 18, 2020 08:00 - 11 minutesWhy is it that we accept “satisfaction” as success in customer relationships — yet, we find it so average in our personal ones? In part, Scott McKain suggests on today’s PROJECT DISTINCT, because we are unwilling to drill more deeply into the negative aspects that have eroded our customer’s enthusiasm. We must eliminate the points of friction that prevent our customers from receiving an Ultimate Customer Experience®! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E593: Encore Episode - The importance of customer LTV
December 17, 2020 08:00 - 8 minutesAfter spending thirty nights in a Sydney hotel last year, a loyal customer assumed a problem would be addressed. He was wrong. Too often we overlook LTV — expressed as either Long-Term Value or Lifetime Value of a customer. On today’s new PROJECT DISTINCT recorded in Australia, Scott McKain talks about a critical aspect of business success. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E592: Encore Episode - Derivative but distinctive — an approach to stand out
December 16, 2020 08:00 - 13 minutesIs it really better to be different? Scott McKain says, “Maybe not.” The distinctive professional or organization finds unique approaches that creates more traction and higher engagement with customers. So, where do you find the best ideas on how you accomplish that difficult task? On today’s Project Distinct, Scott reveals that — as counterintuitive as it sounds — the way to be distinctive is to be derivative…and he shows you how. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E591: Encore Episode - The single most important customer service skill
December 15, 2020 08:00 - 10 minutesFor today’s Project Distinct, Scott McKain researched several resources looking for the answer to the question: “What is the single most important skill required to deliver excellent customer service?” While many experts offered complex answers, today’s episode will reveal one from a post on CustomerThink.com that captured the essence of service and the one skill that will never fail to enhance any touchpoint with a customer. Do you have it — use it — and provide to your customers? Learn more...
S2 E590: Encore Episode - Three “show biz” steps to improve your business: re-shoot, re-cast, and re-edit
December 14, 2020 08:00 - 12 minutesWhen a movie is presented to a test audience, directors then have choices to make before they finish the product for the potential audience. As Scott McKain reveals in today’s Project Distinct, those same three options can help you connected with your customers at a higher level. Perhaps you need to “re-shoot, re-cast, or re-edit” at your business! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E589: Encore Episode - What you're doing that is driving your customers crazy!
December 13, 2020 08:00 - 11 minutesWhen Indianapolis sports radio celebrity Kent Sterling posted about his horrible experience at a local McDonald’s because of the local managers, it reminded Scott McKain of a recent Forbes.com blog about the “Five Customer Service Practices That Drive Consumers Crazy.” Today’s PROJECT DISTINCT will reveal those five errors so you don’t inadvertently create for your customers a bad experience like McDonald’s did for Sterling! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E588: Encore Episode - Changing customer expectations and the UCE
December 12, 2020 08:00 - 10 minutesSalesforce reports that customer expectations are changing! That means the time is right for you to deliver what Scott McKain has trademarked as the “Ultimate Customer Experience.” In today’s Project Distinct, he’ll reveal the first step to the UCE —it’s just considering what one would be for YOUR customer. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E587: Encore Episode - The future of leadership development
December 11, 2020 03:00 - 14 minutesIn a recent episode, Scott McKain mentioned that half of Millennials are dissatisfied with the education and training they’re receiving to help them grow. In today’s Project Distinct, he reports from a new Harvard study that HALF of senior leaders believe they aren’t teaching the skills necessary for future leaders — even as they spend billions to do so. We’ll take a look at why training and development isn’t delivering in terms of leadership — and offer the specific prescription that researc...
S2 E586: Encore Episode - The big 3 for customer relationships
December 10, 2020 08:00 - 11 minutesProduct. Service. Experience. These are the “big 3” when it comes to the relationships you have with your customers. On today’s Project Distinct, Scott McKain will outline the importance of all three and show how each plays an important role in the total customer experience — which can make or break repeat and referral business! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E585: Encore Episode - You gotta get emotional!
December 09, 2020 08:00 - 11 minutes“Emotion” is a word we don’t use nearly enough in business, according to Scott McKain. In today’s Project Distinct, he relates a story that brought that fact home to him — and shares the specific reasons why emotion is so important for EVERY business in today’s marketplace. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E584: Encore Episode - Refreshing the customer experience
December 08, 2020 08:00 - 9 minutesWhile a consistent delivery of the customer experience might first be appreciated, over a period of time the sameness will bore and disengage your customers. In today’s Project Distinct, Scott McKain makes the case for refreshing your customer experience — and provides the six questions you need to ask to make it happen. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E583: Encore Episode - One of the most important things you can do is — nothing!
December 07, 2020 08:00 - 7 minutesDuring a remote recording from Hawaii, Scott McKain reminds us that while we are constantly chopping wood and working to grow our careers and organizations, we also must sharpen our axe. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E582: Encore Episode - Keys to employee engagement
December 06, 2020 08:00 - 9 minutesYou cannot create distinction without an engaged team delivering an ultimate customer experience. On today’s Project Distinct, Scott McKain reveals some shocking statistics about employee engagement — and gives you specific steps to take to enhance the involvement of your team. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E581: Encore Episode - Dealing with a difficult boss
November 30, 2020 08:00 - 11 minutesWe’ve all experienced managers who were tough to work for — and, if that’s what you’re dealing with now, how can you handle it? In today’s Project Distinct, Scott McKain shares his story of a difficult boss — and how you can avoid the mistake he made. And, he’ll reveal simple, practical steps to help you be more productive when you have to work with a difficult personality. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E580: Encore Episode - Millennials and Leadership Development
November 25, 2020 08:00 - 11 minutesAccording to Harvard, Millennials are now the largest generation in the workforce. So, how is YOUR organization equipping them to be the leaders who will take you into the future? According to a recent study, probably not very well. Today’s Project Distinct looks at what Millennials want in training and development and Scott Mckain reveals the two steps you need to take NOW to ensure future growth. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E579: Encore Episode - Contagious Attitudes
November 24, 2020 08:00 - 11 minutesWhether we realize it or not, the attitude that we display to others is highly contagious. And, this naturally means that the attitudes we reflect to our customers helps set the tone for their experiences with us. Today, Scott McKain reveals new research on the critical importance of sending out “good vibes” and what it can mean to our customer and employee relationships. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E578: Encore Episode - What Metallica can teach you about business
November 23, 2020 08:00 - 10 minutesIt’s hard to imagine any band customizing their concert performances more than Metallica does. In today’s Project Distinct, Scott McKain lists how the supergroup makes each show a special event for local fans — and relates it to the steps we need to take in business to make our customers feel more engaged. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E577: Encore Episode - Your most important business metric can't be measured
November 22, 2020 08:00 - 9 minutesIn business you have to know your numbers — yet, as Scott McKain reports on today’s PROJECT DISTINCT, the most important metric in your business cannot be defined simply by numbers, surveys, or studies. From LTV to CAC we might have the numbers — yet, if you’re not focusing on the metric that can’t be measured, you’ll lose out to your competition. It’s a thought provoking concept on today’s episode! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E576: Encore Episode - 5 best practices for retaining your future leaders
November 21, 2020 08:00 - 10 minutesWith the oldest Millennials in the workforce at about 38 years old — and the oldest Gen Z generation members already in their mid-20s — we have to pay serious attention to how we educate and retain the future leaders of our organizations. On today’s PROJECT DISTINCT, Scott McKain discusses five “best practices” for what it takes to train…so you can retain…your best young colleagues. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E575: Encore Episode - Lessons from extraordinary leaders
November 20, 2020 08:00 - 11 minutesFor about the 20tth consecutive year, Scott McKain will head to Malibu and Pepperdine University to be one of the speakers at the Youth Citizenship Summit. Every year, he has joined other speakers such as Jon Voight, Tommy Lasorda, Kathy Ireland, the late Art Linkletter, and — Scott’s favorite — boxing champion George Foreman. On today’s PROJECT DISTINCT, Scott will relate the critical messages he’s learned from this incredible group of people as they speak to the leaders of the future. Learn...
S2 E574: Encore Episode - The six steps to respect
November 19, 2020 08:00 - 11 minutesAll of us desire to be respected — and, it just makes sense to show our colleagues and customers respect in our dealings with them. Why, then, do we often see examples of pushy salespersons, disinterested employees, or haughty customers? In part, because they haven’t learned and applied the topic of today’s PROJECT DISTINCT: the six steps to respect. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E573: Encore Episode - More on ALL Business is Show Business!
November 18, 2020 08:00 - 10 minutesIn this episode, Scott takes a look at the specific reasons WHY your business is a “show business” — and offers specific ideas on what you can do to enhance the customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E572: Encore Episode - Why YOUR business IS “show business”
November 17, 2020 08:00 - 8 minutesA remarkable event created Scott McKain’s unique business philosophy: “ALL Business is Show Business.” In today’s Project Distinct, he relates the story of how it happened, and why it’s important to you and your efforts. (If you’d like to hear the entire audiobook of “ALL Business is STILL Show Business,” it’s available on Audible.) Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E571: Encore Episode - An example of why hard selling doesn't work today
November 16, 2020 08:00 - 12 minutesThere’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. Learn more about your ad choices. Visit megaphone.fm/adc...
S2 E570: Encore Episode - Don't be a "sales bada**!”
November 15, 2020 08:00 - 8 minutesBased 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E569: Encore Episode - Fighting commoditization
November 14, 2020 08:00 - 11 minutesIn today’s hyper-competitive marketplace, it’s natural that commoditization is a magnet that pulls businesses and professionals back to the pack. In today’s episode, Scott McKain relates the story of how commoditization impacted his industry of professional speaking — and reveals the aspect of business that can help you prevent being a commodity. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E568: Encore Episode - Three questions to create a compelling competitive advantage
November 13, 2020 08:00 - 10 minutesEveryone seeks an advantage — however, we often fail to understand that what we perceive as a strength may not be compelling to customers in our market. In today’s Project Distinct, Scott McKain offers three questions we should all be asking to make our competitive advantage enough to motivate our customers. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E567: Encore Episode - It's challenging to be differentiated!
November 12, 2020 08:00 - 10 minutesIf 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E566: Encore Episode - 4 critical points for your differentiation strategy
November 11, 2020 08:00 - 9 minutesWe 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E565: Encore Episode - Is the way you're thinking causing your business problems?
November 10, 2020 08:00 - 10 minutesAccording 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! Learn more about your ad choices. Visi...
S2 E564: Encore Episode - Is your service survey the worst part of your customer's experience?
November 09, 2020 08:00 - 10 minutesToday, 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E563: Encore Episode - Invigorating the customer experience
November 08, 2020 08:00 - 12 minutesHow 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.” Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E562: Encore Episode - Bored employees create bored customers
November 07, 2020 08:00 - 10 minutesAre 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E561: Encore Episode - Is your customer relationship strategy one-sided?
November 06, 2020 08:00 - 12 minutesIt’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! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E560: Encore Episode - Three customer service strategies you can launch today
November 05, 2020 08:00 - 10 minutesIf 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E559: Encore Episode - The importance of personal connections
November 04, 2020 08:00 - 8 minutesCurrently 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! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E558: Encore Episode - Creating the winning game plan with your team
November 03, 2020 08:00 - 9 minutesAccording 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E557: Encore Episode - "Defense wins championships" - should we run our business that way?
November 02, 2020 08:00 - 8 minutesEvery 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! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E556: Encore Episode - Why employees quit unexpectedly
November 01, 2020 08:00 - 9 minutesHave 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. Learn more about your ad choices...
S2 E555: Encore Episode - Will AI change how your team delivers the customer experience?
October 14, 2020 07:00 - 11 minutesArtificial 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! Learn more about your ad ...
S2 E554: Encore Episode - Why do customers leave you?
October 13, 2020 07:00 - 11 minutesNone 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! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E553: Encore Episode - Thoughts on Memorial Day, change, and growth
October 12, 2020 07:00 - 6 minutesToday’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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E552: Encore Episode - 7 needs work should fulfill
October 11, 2020 07:00 - 13 minutesScott 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E551: Encore Episode - Why someone would never work in customer service again
October 10, 2020 07:00 - 13 minutesFor 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E550: Encore Episode - The one quality all good leaders have in common
October 09, 2020 07:00 - 7 minutesThrough 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! Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E549: Encore Episode - How can I become a better speaker?
October 08, 2020 07:00 - 10 minutesIn this episode, Scott McKain answers one of the questions he’s asked most: How can I improve my speaking skills. With research published by Harvard, combined with his own wealth of experience, here are tips to help you attain the speaking skills you desire. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E548: Encore Episode - The type of service customers value
October 07, 2020 07:00 - 10 minutesWhat 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. Learn more about your ad ch...
S2 E547: Encore Episode - The difference between customer service and customer experience
October 06, 2020 07:00 - 14 minutesIt 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.” Learn more about your ad choices. Visit megaphone.f...
S2 E546: Encore Episode - Quality is more than product or service
October 05, 2020 07:00 - 10 minutesWe 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. Learn more about your ad choices. Visit megaphone.fm/adchoices
S2 E545: Encore Episode - Five awful management styles
October 04, 2020 07:00 - 11 minutesWe’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! Learn more about your ad choices. Visit megaphone.fm/adchoices