Distinction Resources | Scott McKain

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ICONIC INSIGHTS

The Importance of Creating Distinction for Individual Professionals

If you’ve followed my work for any period, you know that my research and focus is on creating distinction. It’s usually assumed that I’m targeting organizations and how they can generate a marketplace advantage. However, creating distinction is essential for...

Creating an Ultimate Customer Experience®: Six Key Elements

You know that in today's business landscape is more competitive than ever. This means that providing an exceptional level of customer experience is more crucial than ever, too! While the specific needs and expectations of customers may vary depending on your industry...

Re-Motivating Yourself During Business Lulls: The Power of Reflection and Renewal

What happens when your business slows down? What do you do when you find yourself in a downturn? No one enjoys this situation – and often, the result is that we start marketing obsessively, creating an appearance of desperation for business. Ironically, no prospect or...

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...

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...

Not Just “Thinking Like” – it’s “Thinking Ahead” of Your Customer

Imagine a world where businesses not only understand their customers' current needs but anticipate their future ones. This isn't just a dream—it's the key to distinction in a crowded market. Your challenge in creating distinction and standing out from the competition...

The Fallacy of the Non-Apology Apology: Undermining Distinction by Avoiding Responsibility

Creating distinction in any field, be it business, leadership, or customer service, is rooted in the bedrock of accountability. But, on only the second day of the new year, a billionaire owner of an NFL team is showing us exactly how it should NOT be done. Carolina...

The Crucial Congruence: Aligning Promises with Performance in 2024

In today’s hyper-competitive market, the alignment between what your business promises and the performance that it delivers is not just a matter of integrity; it's a cornerstone of customer experience and loyalty. I highlight the criticality of this congruence in my...

Navigating the Holiday Season Through the Ultimate Customer Experience®

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®. The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical...

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