Ranked #1
S2 E395: Encore Episode - The type of service customers value
S2 E395: Encore Episode - The type of service customers value
What if a particular type of service could improve customer satisfaction anywhere from 33% to 73%? Would you be willing ... Read more
9 Apr 2020
•
10mins
Ranked #2
S2 E383: Encore Episode - How Jody shapes the company culture
S2 E383: Encore Episode - How Jody shapes the company culture
When the group Scott McKain is speaking to in Maui entered the ballroom for the conference's farewell dinner, they saw t... Read more
28 Mar 2020
•
9mins
Ranked #3
S2 E382: Encore Episode - Why your marketing isn't working
S2 E382: Encore Episode - Why your marketing isn't working
There is a fundamental reason why your marketing — and even your advertising — is not creating the engaged, loyal custom... Read more
27 Mar 2020
•
10mins
Ranked #4
S2 E404: Encore Episode - Creating the winning game plan with your team
S2 E404: Encore Episode - Creating the winning game plan with your team
According to Scott McKain, it’s important that we know our competition — but, it’s critical that we don’t focus on them.... Read more
18 Apr 2020
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9mins
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Ranked #5
S2 E397: Encore Episode - Why someone would never work in customer service again
S2 E397: Encore Episode - Why someone would never work in customer service again
For those of us who make a living working on the customer experience, for a team member to totally reject that effort is... Read more
11 Apr 2020
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13mins
Ranked #6
S2 E393: Encore Episode - Quality is more than product or service
S2 E393: Encore Episode - Quality is more than product or service
We hear so much about improving the quality of our product or service — but, Scott McKain cautions us that is not the on... Read more
7 Apr 2020
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10mins
Ranked #7
S2 E391: Encore Episode - The decline of customer service
S2 E391: Encore Episode - The decline of customer service
Many experts argue that despite the millions (billions?) being spent by organizations of all sizes, customer service is ... Read more
5 Apr 2020
•
12mins
Ranked #8
S2 E385: Encore Episode - People first or process first?
S2 E385: Encore Episode - People first or process first?
It’s almost “chicken and egg” — which comes first for your organization, department, or career: people or process? Do yo... Read more
30 Mar 2020
•
11mins
Ranked #9
S2 E381: Encore Episode - Do you WANT to deliver great customer service?
S2 E381: Encore Episode - Do you WANT to deliver great customer service?
If you’re not delivering great customer service, it’s because you evidently don’t WANT TO. That’s what Scott McKain is e... Read more
26 Mar 2020
•
9mins
Ranked #10
S2 E398: Encore Episode - 7 needs work should fulfill
S2 E398: Encore Episode - 7 needs work should fulfill
Scott McKain’s great friend, Skip Prichard (http://SkipPrichard.com) recently interviewed the author of a new book who c... Read more
12 Apr 2020
•
13mins
Ranked #11
S2 E400: Encore Episode - Why do customers leave you?
S2 E400: Encore Episode - Why do customers leave you?
None of us have 100% customer retention, despite our best efforts. So, today’s PROJECT DISTINCT asks, WHY do customers l... Read more
14 Apr 2020
•
11mins
Ranked #12
S2 E389: Encore Episode - How to get started
S2 E389: Encore Episode - How to get started
Some of the questions that Scott McKain is constantly asked is, “How do I start to create distinction? How do I start to... Read more
3 Apr 2020
•
12mins
Ranked #13
S2 E387: Encore Episode - Are your people an asset or expense?
S2 E387: Encore Episode - Are your people an asset or expense?
Returning to a location where he experienced horrendous customer service, Scott McKain learned that changes and improvem... Read more
1 Apr 2020
•
7mins
Ranked #14
S2 E402: Encore Episode - Why employees quit unexpectedly
S2 E402: Encore Episode - Why employees quit unexpectedly
Have you ever had a team member that you weren’t expecting to leave…quit? Have you ever left a position and your boss wa... Read more
16 Apr 2020
•
9mins
Ranked #15
S2 E408: Encore Episode - Bored employees create bored customers
S2 E408: Encore Episode - Bored employees create bored customers
Are your employees bored with their jobs? Guess what? Bored employees create bored, disinterested customers who take the... Read more
23 Apr 2020
•
10mins
Ranked #16
S2 E403: Encore Episode - "Defense wins championships" - should we run our business that way?
S2 E403: Encore Episode - "Defense wins championships" - should we run our business that way?
Every sports fan knows the cliche: “Defense wins championships!” Since we also hear so many analogies relating sports to... Read more
17 Apr 2020
•
8mins
Ranked #17
S2 E384: Encore Episode - What do you do to make it right for customers?
S2 E384: Encore Episode - What do you do to make it right for customers?
A forgotten briefcase at the Las Vegas airport generated repeat business for a private car company. How can errors with ... Read more
29 Mar 2020
•
9mins
Ranked #18
S2 E380: Encore Episode - Are you disconnected from your customer's experience?
S2 E380: Encore Episode - Are you disconnected from your customer's experience?
On today’s episode, Scott McKain suggests that MOST organizations are disconnected from what their own customers are exp... Read more
25 Mar 2020
•
10mins
Ranked #19
S2 E407: Encore Episode - Is your customer relationship strategy one-sided?
S2 E407: Encore Episode - Is your customer relationship strategy one-sided?
It’s hard to be in a relationship when only one party is engaged in it! Unfortunately, many professionals — and the orga... Read more
22 Apr 2020
•
12mins
Ranked #20
S2 E411: Encore Episode - Is the way you're thinking causing your business problems?
S2 E411: Encore Episode - Is the way you're thinking causing your business problems?
According to a new study from Accenture Consulting, many of the problems experienced by businesses are not because of ch... Read more
27 Apr 2020
•
10mins
