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Jul 17, 2019

One of the world’s largest annual sporting events was recently held — although it’s technical classified as “sports entertainment.”  It’s Wrestlemania! If you are a WWE fan — and especially if you aren’t — here are three serious business lessons that you can learn from the success of Wrestlemania...


Jul 16, 2019

In today’s “experience economy,” perhaps the most important aspect is the connection you have with your customers. In today’s episode, Scott reminds us we should make our customers the star of our organization’s “show” — and gives three specific ways we can make that happen.


Jul 15, 2019

You can’t be distinctive unless you’re delivering an Ultimate Customer Experience ® to those who are doing business with you.  In today’s PROJECT DISTINCT, recorded from Hong Kong, Scott McKain (whose company owns the Federally registered trademark on the term “Ultimate Customer Experience”) reveals the...


Jul 14, 2019

Creating a “customer journey map” is all the rage among customer experience professionals. And, whether you work for a large organization — or you’re a solopreneur working out of a back bedroom — you need to work on enhancing the experience that your customer has at every touchpoint with you.  However, there...


Jul 13, 2019

When Scott McKain and friends visited a winery in Hunter Valley, Australia, they were denied the chance to sample one of the wines on the vineyard's menu because they were told, “We aren’t tasting reds today.” As they left without purchasing any of the wines they were selling, Scott was reminded of the great...