The “Distinction Difference”: Why more businesses are choosing to focus on an “Ultimate Customer Experience®”

Scott McKain
3 min readJun 1, 2022

In today’s market, customers have more choices than ever before, and they’re not afraid to switch brands if they’re not happy. As every business strives to stand out from the competition, an increasing number are now turning to the customer experience as their critical differentiator.

That’s why businesses that focus on delivering an “Ultimate Customer Experience®” are gaining a competitive edge.

· By definition, an Ultimate Customer Experience is one so positive and memorable that it assures customer loyalty and ongoing referrals.

It’s no secret that providing an exceptional customer experience can be a challenge — but the rewards are well worth the effort.

Businesses that deliver an Ultimate Customer Experience enjoy:

increased customer loyalty

higher customer lifetime value

and more robust word-of-mouth marketing.

Here are three steps to initiate the Ultimate Customer Experience® (UCX):

1. Define what an exceptional customer experience looks like for your business. This means going beyond simply evaluating, then meeting customer expectations. First, you need to commit to significant research to understand what your customers expect you to deliver thoroughly. Then, develop the internal systems required to exceed those expectations at every opportunity.

2. Educate and train all employees on the importance of delivering an exceptional customer experience. Everyone from the front-line staff to the CEO needs to buy into the idea that the customer experience is a crucial differentiator for your business. Your team must learn the specific aspects of what determines a UCX for your particular business — and they must be educated on the attitudinal and behavioral elements required to create high levels of customer engagement.

3. Constantly measure and improve the customer experience you’re delivering. Use customer feedback to…



Scott McKain

Author of “Year’s Ten Best Business” books, “Create Distinction” and “ICONIC.” Member of Sales & Marketing Hall of Fame and Professional Speakers Hall of Fame.