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Project Distinct Podcast with Scott McKain

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ICONIC INSIGHTS


3 Ways AI Is Changing Customer Expectations — And How to Stay Ahead

Artificial intelligence is reshaping what customers expect — not someday, but right now. And the organizations that misread this shift will find themselves on the wrong side of it faster than they anticipate. Here's what's happening and what to do about it: 1. Speed...

5 Ways to Turn a One-Time Buyer Into a Lifelong Customer

Getting a customer is hard. Keeping one should be your competitive advantage. Yet most businesses invest far more in acquisition than retention — and then wonder why growth feels like running on a treadmill. Here are five ways to convert a transaction into a long-term...

4 Steps to Creating Customer Experiences That Actually Build Loyalty

Most businesses think loyalty is the result of a great product. It isn't. Loyalty is the result of a great experience — repeated consistently, across every touchpoint, over time. Here are four steps to get there: 1. Define the Ultimate Customer Experience® before you...
On “Decoration Day” / Memorial Day in the United States

On “Decoration Day” / Memorial Day in the United States

My Grandmother never called the holiday we’re currently celebrating in the United States, “Memorial Day.” For her, it was always, “Decoration Day.” “Nanny,” as we all called her, arrived in the winter of 1911. To put that in a bit of perspective, the young men of 17...

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And the first shall be… first again!

And the first shall be… first again!

Recently, I spoke at an event an organization was sponsoring for its top franchisees. Each person in attendance ran a business that generated at least hundreds of thousands – and for most, multiple millions – of dollars in revenue. As a bonus for the best franchisees,...

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The Kentucky Derby and Mistakes…

The Kentucky Derby and Mistakes…

As you’ve probably heard, Saturday’s running of the Kentucky Derby ended in controversy. And, it’s a great reminder for all of us – professionally and personally. Maximum Security – one of the favorites to win the race – crossed the finish line first, leading by 1 ½...

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Glad, Mad and Excited

Glad, Mad and Excited

This past month, I have had the privilege of addressing some pretty diverse groups.  From the leading social media marketers on the planet…to those top-level customer experience professionals in Australia. The end result is that I am glad, mad, and excited....

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What Behavior are You Rewarding?

What Behavior are You Rewarding?

In almost every book I’ve ever written — and there have been quite a few at this point — I quote the best business advice I have ever heard.  It’s from my friend, Dr. Michael LeBoeuf, from his work that was originally titled, “The Greatest Management Principle in...

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