Scott McKain is the Founder and CEO of Distinction Institute and the author of best-selling books “Create Distinction: What to Do When ”Great” Isn’t Good Enough to Grow Your Business” and “ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction.” His company focuses on helping professionals learn how to create competitive space in highly contested marketplaces, and how to deliver the “Ultimate Customer Experience ®”.

In this episode, we talked about shared vision, constant reinforcement, competitive advantage, service, customer experience, creativity…

Show notes

  • Introducing Scott McKain. [2:30]
  • Scott’s career as the CEO of Distinction Institute and what his journey has been. [3:35]
  • Creating procedures and systems that would attract Gen Z talents to work for your business. [8:06]
  • The problem with creating differentiation for your business. [8:53]
  • Gathering insights from customers to deliver the “Ultimate Customer Experience ®”. [10:39]
  • What Scott did in the beginning to finance his business. [16:46]
  • The importance of service and dealership even prior to making a sale. [17:12]
  • The story of how Southwest Airlines began and the lesson that can be learned from it. [19:21]
  • Making your customers an integral part of your sales force to create distinction. [25:41]
  • Scott talks about an increase in employees nowadays that prioritize working for companies that would help them grow. [27:36]
  • Why Tommy likes to take care of his employees and help them achieve their dreams. [28:59]
  • The four cornerstones to distinction. [31:58]
  • What business leaders can learn from Scott’s book “Create Distinction.” [35:52]
  • The three levels of interacting with customers. [42:38]
  • Why a simple “Thank You card” translates to great service. [49:32]
  • Why it’s important to have constant reinforcement of your company’s culture, values, and vision. [49:56]
  • Scott shares the difference between his two books “Iconic” and “Create Distinction.” [52:34] 
  • Why Scott would rather be action-oriented than process-oriented. [1:01:42]
  • How to get more information about Scott. [1:03:45]
  • Four books on Scott’s reading list. [1:04:27]

Resources And People Mentioned:


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