Why 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®!
After 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.
When 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!
During 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.
According 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.
In 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!
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