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The pervasive challenge that threatens to undermine you and your business

The pervasive challenge that threatens to undermine you and your business

In business and leadership, the pursuit of distinction and the delivery of the Ultimate Customer Experience® are paramount. Yet, a pervasive challenge that I’ve observed in several organizations threatens to undermine these objectives: the echo chamber effect.

This phenomenon, where similar thoughts and ideas circulate and reinforce themselves within a group, can stifle innovation and lead to a narrow-minded understanding of customer needs. This issue is particularly concerning in today’s diverse marketplace, where understanding and catering to a wide array of customer preferences is crucial for standing out and driving success.

The echo chamber effect is not just a social or political phenomenon; it extends deeply into the business world.

Leaders and teams often fall into the trap of designing products, services, and experiences based on their personal preferences and biases rather than on a deep understanding of a diverse customer base. This inward-looking approach can lead to the disconnect I wrote about in my book, “What Customers REALLY Want,” between what businesses offer and what their customers crave.

For instance, web designers may create complex, cutting-edge websites aimed at showcasing their technical prowess to peers, neglecting the ease of navigation and accessibility for the average user. Similarly, product developers might focus on features they find innovative or exciting, overlooking the practical needs and preferences of their target audience.

At some point, I think most of us have been on a website or using a product and thought to ourselves, “How do I work this damned thing?”

This misalignment not only hampers the customer experience but also erodes the competitive edge businesses strive for.

The echo chamber effect also reveals itself in the people we choose to surround ourselves with. In the quest for racial, gender, and other forms of diversity, it’s crucial to remember that cognitive diversity is equally important. Bringing together individuals who think differently, challenge the status quo, and offer unique perspectives is vital for fostering innovation that creates distinction and delivers ultimate experiences that resonate with a broad customer base.

Yet, often, businesses prioritize typical diversity metrics and ignore deeper, impactful cognitive and experiential diversity.

Breaking free from the echo chamber requires deliberate and strategic efforts.

  • It begins with cultivating a culture of curiosity and openness, where questioning and challenging the norm is encouraged.
  • Leaders must actively seek out and listen to voices that differ from their own, ensuring that decision-making is informed by a multiplicity of perspectives.
  • This involves not just listening to diverse team members but also engaging directly with a wide array of customers to understand their needs, preferences, and pain points.

Leveraging data and analytics can provide objective insights into customer behavior and preferences, helping to counteract subjective biases. Regularly testing and improving on products, services, and experiences with real users from diverse backgrounds can help ensure that you are meeting the actual needs of your customers rather than what you might presume those needs to be.

The echo chamber effect poses a significant threat to the creation of the Ultimate Customer Experience® and the pursuit of distinction in business.

By recognizing this challenge and taking proactive steps to foster diversity of thought, engage with diverse customer bases, and leverage data-driven insights, leaders can steer their organizations away from the echo chamber and towards a more inclusive, innovative, and customer-centric future.

This not only enhances the customer experience but drives sustainable growth and distinction in your competitive marketplace.


If we can assist you by bringing fresh perspectives and helping you escape the echo chamber, we would love to connect! Contact Shelley at shelley@scottmckain.com.

The Ultimate Customer Experience®: Your Weapon Against Commoditization

The Ultimate Customer Experience®: Your Weapon Against Commoditization

This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today’s rapidly changing business landscape, one of the greatest challenges organizations faces is the perilous trap of the “sea of sameness.” It’s all too easy to become just another face in the crowd, blending into a swarm of indistinguishable competitors.

But fear not, for there is a powerful antidote that can help you rise above this trap – the Ultimate Customer Experience®.

In my years as a professional speaker and author, I’ve had the privilege of working with organizations worldwide, helping them understand the significance of creating an unforgettable customer experience. Here’s are seven ways the Ultimate Customer Experience® can be your ultimate weapon against commoditization:

Distinctiveness is Your Shield: In a commoditized market, customers often make purchasing decisions based on price alone unless you provide them a reason to make a different choice. When you offer a unique and exceptional customer experience, you become a brand apart. You stand out in a crowded marketplace, and customers are more willing to pay a premium for what you provide. Distinctiveness becomes your shield against price-driven competition.

Building Emotional Connections: The Ultimate Customer Experience® goes beyond transactions; it’s about forging emotional connections with your customers. When you invest in creating meaningful, memorable interactions, you develop loyal advocates who not only return but also spread the word. These customers become your brand ambassadors, helping you expand your influence.

Consistency is Key: A crucial aspect of delivering the Ultimate Customer Experience® is consistency. Your customers should know what to expect every time they interact with your brand. You cannot become “Ultimate” if what you deliver is random. Consistency builds trust, and trust is the foundation of long-term relationships. Organizations that prioritize consistency demonstrate their commitment to excellence.

Continuous Improvement: The pursuit of the Ultimate Customer Experience® is a journey, not a destination. Embrace a culture of continuous improvement, always seeking ways to enhance the customer journey. Gather feedback, analyze data, and adapt your strategies accordingly. This commitment to growth not only keeps you ahead of competitors but also delights your customers.

Personalization and Inclusivity: In today’s diverse world, personalization and inclusivity are essential. The Ultimate Customer Experience® acknowledges the individuality of each customer and ensures that no one feels left out. This works in both B2B and B2C situations. As an article in Harvard Business Review stated, “The fundamental change in B2B is that it has become more like B2C.” By catering to diverse needs and preferences, you expand your reach and make everyone feel valued.

create distinction to battle against commoditization

A Competitive Edge: Commoditization often leads to price wars that erode profitability. However, by providing the Ultimate Customer Experience®, you shift the focus away from price. Customers are willing to pay more for an exceptional experience, giving you a competitive edge and increased revenue.

Authoritative Insights: As an author and professional speaker, I’ve witnessed how organizations that invest in our training on the Ultimate Customer Experience® gain authoritative insights into their industry. They become thought leaders and trendsetters, setting the standard for excellence.

It’s important to remember that the Ultimate Customer Experience® is not just a strategy; it’s a commitment to excellence that helps organizations transcend the trap of commoditization.

It’s about creating a distinct, emotional, and consistent experience that builds trust, fosters growth, and makes your brand a global leader.

As you embark on this journey, remember that it’s an ongoing process that requires dedication and continuous improvement. Seek out diverse perspectives, stay relevant on a global scale, and never stop advocating for the importance of standing out and delivering the ultimate customer experience.

And if we can help you with training your team, coaching your executives, and consulting with your leaders, we stand ready to be of personal assistance.

Write me at: Info@ScottMcKain.com — or call +1-800-838-6980.

By embracing these principles, you’ll not only escape the commoditization trap but also lead your industry with unwavering distinction. Your customers will thank you, your brand will thrive, and your organization will reach distinctive heights of success.

Customer Experience vs. Self-Service: the Impact and Importance of Loyalty

Customer Experience vs. Self-Service: the Impact and Importance of Loyalty

Walking through airports this past week, it seemed like every terminal had a new store featuring Amazon’s “Just Walk Out” equipment. As their website says, the technology “lets consumers enter a store, grab what they want, and get going.” In the ever-evolving business landscape, the introduction of self-checkout systems was hailed as a breakthrough in customer convenience and operational efficiency – and this approach of Amazon for in-store retailing takes it to another level.

And while shopping there makes for a unique experience, it frankly also left me a little cold. No one to help…no one to say, “Thank you for shopping with us.”

My feeling of being underwhelmed by the self-serve shopping experience ties in with recent studies and observations, suggesting a nuanced impact on customer loyalty — a cornerstone for business success.

Businesses of all types who have leaned heavily into self-service technologies are finding that, while these systems offer speed and efficiency, they may also be inadvertently eroding the personal touch that fosters customer loyalty. According to a report by RBR, global installations of self-checkout systems increased by 10% in 2020 alone, signaling a growing trend in the industry.

  • However, this shift towards automation has brought with it an unexpected challenge: a potential decline in customer loyalty.

A study by Harvard Business Review highlights the importance of human interaction. It found that customers who had a personal interaction with a staff member were 23% more likely to return to the store. This statistic underscores the value of human engagement in creating a memorable and loyal customer base.

  • A major supermarket chain known for its extensive use of self-checkout systems observed a gradual decline in repeat customers. An internal survey revealed that 35% of customers felt less connected to the brand due to the impersonal nature of self-checkout.
  • In contrast, a regional grocery chain that focused on personal service over automation reported a 15% increase in customer retention over two years. Their approach included trained staff at checkout points, offering assistance, and engaging with customers, which significantly enhanced the shopping experience.

The LeBow College of Business at Drexel University examined how grocery store self-checkout systems influenced customer loyalty compared to regular checkout systems. Yanliu Huang, Ph.D. and Farhana Nusrat, Ph.D., discovered that loyalty and repeat business decreased among customers using self-checkout – and the disconnection was higher the more items the customer purchased.

In other words, the better the customer, the less likely they were to return to do more business with you after they used self-checkout.

The key for any business to create an Ultimate Customer Experience® is to find the right balance between technological efficiency and human interaction.

For instance, introducing a hybrid model where self-checkout is available alongside traditional manned checkouts can cater to diverse customer preferences. Additionally, employing technology to enhance personal service, such as mobile apps that offer personalized recommendations or assistance, can bridge the gap between efficiency and personalization.

Looking forward, every business must discover how to navigate the delicate balance of integrating technology while maintaining the human element that fosters customer loyalty.

As noted by a Fortune 500 CEO, “The ultimate customer experience is not just about the efficiency of the transaction, but the emotional connection made during the process.”

Customer loyalty is not just about the product but also about the overall experience.

The challenge lies in integrating technology in a way that enhances, rather than replaces, the personal service that customers value. By doing so, businesses can create an experience that is not only efficient but also emotionally rewarding, fostering a loyal customer base in an increasingly competitive market.

How can we help you create distinction and deliver the Ultimate Customer Experience®? From ongoing consulting and in-depth training programs to dynamic keynote speeches and interactive workshops, we stand ready to take your organizational culture to the iconic level!

The Critical Importance of Investing in Training and Outside Perspectives for Revenue Growth

The Critical Importance of Investing in Training and Outside Perspectives for Revenue Growth

Almost everyone with a few years of experience and who shares a comparable profession to mine – speaking for corporate conferences and consulting and training in sales and customer experience – will have a similar story.

Somewhere along the way, we encountered the executive who told us, “We had to make some serious budget cuts this year. Therefore, there’s no alternative, and we must slash our expenditures on training and corporate events – particularly outside speakers.”

While I acknowledge considerable prejudice around this topic, I believe this approach is flawed and terrifically short-sighted.

And while this commitment to ongoing education and inspiration for your entire team is essential, the impact of training and development on Millennial and Gen Z workers is particularly significant, as these generations have distinct expectations and values regarding their careers and workplace environments.

  • Deloitte’s Millennial Survey found that 44% of Millennials and 49% of Gen Zs believe continuous learning is the key to a successful career. This demonstrates their keen interest in continuously acquiring new skills and knowledge.
  • A study by ManpowerGroup shows that Millennials prioritize learning over other benefits in a job. 93% want lifelong learning and are willing to spend their own time and money on further training.

Investing in training and outside perspectives is not just an expense; it’s a critical component for driving revenue growth and ensuring long-term business success.

Here are five reasons why:

1. Enhancing Employee Skills and Productivity

Investing in employee training is vital for any organization aiming to stay competitive. An Association for Talent Development report found that companies offering comprehensive training programs have 218% higher income per employee than those with less comprehensive training. Moreover, these companies enjoy a 24% higher profit margin than those who spend less on training. This data underscores the direct correlation between employee training and an organization’s financial performance.

The impact of training and development on Millennial and Gen Z workers is particularly significant, as these generations have distinct expectations and values regarding their careers and workplace environments. Investing in their growth is not just a perk; it’s a crucial factor in attracting and retaining these younger talents.

  • A LinkedIn Workplace Learning Report revealed that 94% of employees would stay at a company longer if it invested in their career development. This sentiment is even stronger among Millennials and Gen Z, who prioritize personal growth and career development.
  • According to a Gallup report, 87% of Millennials rate “professional or career growth and development opportunities” as important to them in a job, far higher than the 69% of non-Millennials who say the same.

2. Fostering Innovation and Adaptability

In a world where change is the only constant, organizations must be agile and innovative to create distinction and stand out in their marketplace.

Selecting the right outside speakers, consultants, and training programs brings fresh perspectives and ideas that can spark innovation within a company. They can challenge conventional thinking and encourage employees to think outside the box, leading to new processes and approaches that drive revenue growth.

3. Enhancing Employee Engagement and Retention

It just makes sense that engaged employees create higher customer satisfaction and are more productive — which in turn boosts revenue. A Gallup study revealed that highly engaged teams show 21% greater profitability.

In my experience, delivering educational programs of quality not only enhances employee skills but also means employees feel the organization cares about their growth – making them more engaged. In a recent series of programs I delivered in the healthcare industry, one of the main comments from participants was that they loved the series of programs because it displayed that their company was willing to invest in them with high-quality and custom educational content.

4. Building a Strong Corporate Culture

Training and events featuring outside speakers can significantly contribute to building a strong, positive corporate culture. They provide opportunities for team building and shared learning experiences, reinforcing the company’s values and vision. A strong corporate culture is not just about employee satisfaction; it’s a business strategy.

  • Research by Deloitte found that organizations with a strong culture have a 4X higher revenue growth compared to those with a weaker culture.
  • A study by TINYpulse found that professional growth opportunities are the top factor in employee happiness for Millennials. This is a significant shift from previous generations, who placed higher value on salaries and job security.
  • The 2021 Deloitte Global Millennial and Gen Z Survey reported that during the COVID-19 pandemic, Millennials and Gen Zs showed a strong preference for employers who offered skills training, especially those that could be done remotely.

5. Enhancing Customer Satisfaction and Loyalty

Finally, well-trained employees are better equipped to meet and exceed customer expectations, increasing customer satisfaction and loyalty. This is particularly true in service-oriented industries where the customer experience is paramount. According to a study by the Institute of Customer Service, there is a clear link between employee engagement, customer satisfaction, and revenue growth. The study found that a 1% increase in employee commitment (a proxy for engagement) can lead to a monthly increase of 9% in sales.

Think about it…

Cutting budgets for training and outside perspectives might seem like a quick fix for financial challenges, but it’s a counterproductive strategy in the long run.

The evidence is clear: investing in training and external insights is not just beneficial; it’s essential for driving revenue growth and ensuring the sustainable success of an organization.

Leaders who recognize and act on this will position their companies to thrive in an ever-changing business environment.

If you and your organization would like to join the long list of distinctive companies of all sizes that have benefited from our programs – from keynote speeches to in-depth training – on distinctive sales strategies and delivering the Ultimate Customer Experience®, please connect with us here! We would love to help you, too, grow revenue and profitability!

Embracing Change: The Unexpected Opportunity of a Forced Pause

Embracing Change: The Unexpected Opportunity of a Forced Pause

In my whirlwind of a career as a professional speaker and author, constantly navigating through airports, speaking on stages across the globe, and engaging with diverse audiences, the concept of a prolonged pause seemed unfathomable to me. However, life, as it often does, has presented an unexpected twist. Following my recent rotator cuff surgery, I find myself in a unique situation: a mandatory six-week hiatus from my usual bustling schedule.

For the first time in my decades-long career, my calendar is blocked for recovery, a change that initially felt more confining than liberating. Yet, I’m beginning to reframe this period not as a setback but as an unanticipated opportunity for growth and reflection. This experience is teaching me the profound value of patience and the importance of embracing change, even when it arrives in the most unexpected forms.

The Power of Patience

Patience, often overlooked in the fast-paced world of business and speaking, will become a vital skill during my recovery. It’s not just about waiting for my shoulder to heal; it’s about understanding and respecting the natural process of recovery. Patience is teaching me to slow down, to appreciate the smaller, quieter moments, and to listen more attentively to my own needs and those around me. (And to constantly express the appreciation I have for Tammy taking such good care of me!) This enforced slowdown is a reminder that sometimes, stepping back is just as important as moving forward.

Being stationary has opened a treasure trove of time for study and planning. It’s a chance to delve into the latest research, trends, and insights in the fields of organizational distinction and customer experience. This period is allowing me to absorb new information, think deeply about future projects, and strategize how to integrate these learnings into my future presentations and writings. The stillness of recovery is proving to be a surprisingly fertile ground for intellectual growth and creativity.

Reflection is another unexpected gift of this period. It’s an opportunity to look back on my career to evaluate what has been successful and what can be improved. It’s a time to ponder over the feedback from past audiences and clients and to consider how their insights can shape my future work. Reflection is also deeply personal. It’s a time for me to assess my own journey, to recognize my strengths, and to identify areas for personal and professional development.

Challenges as Opportunities

Perhaps the most significant lesson from this experience is to re-learn that challenges often present opportunities. This temporary pause is not just a break from work; it’s an opening to approach my career with renewed vigor and perspective. It’s a testament to the fact that often, the most profound growth occurs not during the times of constant motion, but in the moments of quiet stillness.

As I begin this path of recovery and discovery, I am reminded of the resilience and adaptability that define not just my career, but every achievement for us all. This experience reaffirms my belief that every challenge, no matter how daunting, holds within it the seeds of opportunity. It’s up to us to nurture these seeds and watch them flourish into something even more remarkable than we could have imagined.

While I eagerly await the day I can return to the stage and engage with my audiences in January, I am grateful for this unexpected journey of patience, study, reflection, and growth. The next six weeks are not just a break from my routine; they are a crucial chapter in my ongoing story of personal and professional evolution.

While I wouldn’t wish a forced time of recovery on anyone, I am left to wonder what could a bit of planned pauses to accomplish these important aspects do for your personal and professional life?

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Not Just “Thanksgiving” – it’s “Thanks-LIVING”

Not Just “Thanksgiving” – it’s “Thanks-LIVING”

In our fast-paced world, where challenges abound, and gratitude often takes a backseat, embracing the concept of “ThanksLiving” is more vital than ever.

My mentor, Grady Nutt, introduced me to this idea through his chapter “ThanksLiving” in a book of verse. The essence of ThanksLiving is not just about expressing gratitude on special occasions but living a life steeped in thankfulness every day. 

Grady’s description of ThanksLiving as “an attitude that finds treasure in the plowed field of routine” resonates deeply — especially in current times.

We’re living in an era marked by significant challenges: political divisions, global pandemics, economic uncertainties, and social unrest. Amidst this turbulence, it’s easy to overlook the beauty of our daily routines, the quiet moments that bring us peace and stability. Yet, it’s in these routine aspects of life where we spend most of our time and where the seeds of gratitude can grow most abundantly.

In the United States, as we approach the Thanksgiving holiday, it’s customary to pause and reflect on our blessings. This tradition is more important than ever in our politically divided landscape. However, as Grady often reminded me, true gratitude extends beyond a single day. He encouraged me to slow down and savor life’s journey, emphasizing that the small moments often give the larger ones their meaning. This wisdom holds true in all aspects of life, particularly in times of loss and grief.

gratitude nurtures our lives

The value of a single day or a fleeting moment becomes starkly clear when we lose someone dear to us. Warren Zevon, while battling cancer, poignantly advised David Letterman to “Enjoy every sandwich.” When my wife, Sheri, was dealing with the effects of terminal ovarian cancer, it was the quiet moments on our deck sipping coffee that brought more meaning to us than when we saw the Mona Lisa in the Louvre or strolled the beaches of Maui. This sentiment echoes in the lyrics of the hit song from my great friends, Diamond Rio, in “One More Day,” underscoring the importance of cherishing every moment.

These reflections remind us that every day, every experience, no matter how mundane, has inherent value and is worthy of our appreciation.

As we celebrate Thanksgiving this week, let’s do so with the spirit of ThanksLiving. Let’s make gratitude a daily practice, not just a yearly ritual. In challenging times, adopting a ThanksLiving mindset can be transformative. It encourages us to find joy and meaning in our everyday lives, to appreciate the small things that often go unnoticed, and to maintain a sense of hope and positivity despite the difficulties we may face.

Grady Nutt beautifully encapsulated this sentiment when he wrote that ThanksLiving is about holding “a cup to the water of life…and drinking the mystery of ‘being’ with zest.”

This approach is more than just a philosophy; it’s a way of life that can help us navigate the complexities of our modern world. By embracing ThanksLiving, we open ourselves to a deeper appreciation of life’s simple pleasures, the resilience to face its challenges, and the ability to find joy and meaning in every moment.

Let’s not limit our gratitude to this single day. Let’s strive to live in a state of constant thankfulness, embracing the everyday miracles that surround us. By doing so, we can transform not only our own lives but also positively impact those around us, fostering a more empathetic, understanding, and connected world.

ThanksLiving is not just a concept; it’s a journey towards a more appreciative and distinctive life, one that we can all embark on, today and every day.