Project Distinct Podcast

There’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 in 2019":  https://betanews.com/2019/01/07/how-ai-will-and-wont-dominate-customer-service-in-2019/ "How AI Will Make Customer Service Reps Better At Their Jobs”: https://www.forbes.com/sites/forbestechcouncil/2018/12/14/how-ai-will-make-customer-service-reps-better-at-their-jobs/#46ffbbf53be8 Learn more about your ad choices. Visit megaphone.fm/adchoices

No 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. Learn more about your ad choices. Visit megaphone.fm/adchoices

We’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 creating customer joy. Learn more about your ad choices. Visit megaphone.fm/adchoices

When 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. Learn more about your ad choices. Visit megaphone.fm/adchoices

Scott McKain’s blog post this week about challenges — and how we prepare and respond to them, both personally and professionally — received such terrific feedback that he decided to make it into today’s PROJECT DISTINCT podcast. Get ready for a thought provoking and inspiring few minutes that may help you with the challenges that CAN happen to us. Learn more about your ad choices. Visit megaphone.fm/adchoices

You want to be certain your team or organization delivers on its promises — and that’s a good thing.  But, what if — in your effort to succeed — you end up being too controlling of your team and micromanaging.  Scott McKain knows the problem — he admits he has been guilty of it! On today’s PROJECT DISTINCT, Scott looks at what the dangers are of micromanagement — and how to break yourself of this habit for the benefit of you and your colleagues.   Here’s the link to the blog post that Scott references in today’s program: https://www.feedough.com/micromanagement/ Learn more about your ad choices. Visit megaphone.fm/adchoices

Imagine kickoff at one of this weekend’s NFL games with no yardage markers on the field or goal lines over which to score. How excited would you be to cheer your team if you didn’t know how they could win the game? So, why do we fail to onboard customers into our loyalty programs — then wonder why they aren’t more engaged when we haven’t taught them how to win at our game? Based on new and insightful research from Brierley + Partners, today’s PROJECT DISTINCT reveals why you need to consider developing a video game-like tutorial for your loyalty program. Here is the link to the post cited in the podcast. Learn more about your ad choices. Visit megaphone.fm/adchoices

We are all pretty decent at saying “thank you” when someone buys our products or services. Yet, to stand out from the competition, we must take a unique approach.  On today’s PROJECT DISTINCT, Scott McKain provides two specific times we can say thanks to customers that most organizations and professionals overlook. Learn more about your ad choices. Visit megaphone.fm/adchoices

Too often it seems with think of winning as some kind of Super Bowl-esque moment where we get to spike the ball, bask in the adoration of cheering customers and colleagues, and raise a trophy towards the heavens. However, we know in business that real life isn’t like that at all. That’s why significant leaders need to consider the importance of small wins to build the team’s momentum and grow the confidence of your team members. On today’s PROJECT DISTINCT, Scott McKain discusses the importance of the small win — and provides an example of how we can model and deliver that for ourselves and our organizations. Learn more about your ad choices. Visit megaphone.fm/adchoices

We’ve all heard the phrase, “It’s not personal, it’s business.” But, is that REALLY anyway to do business? On today’s PROJECT DISTINCT, Scott McKain argues that ALL business is personal…and he gives us a great story of how one business — the Taj Palace in New Delhi — made his visit memorable by making it personal! Learn more about your ad choices. Visit megaphone.fm/adchoices