When 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 today’s episode of PROJECT DISTINCT, Scott McKain will discuss WHY this is critical!

There 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!

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 —