Cultivating Community and Conversations in Customer Service

by | Mar 3, 2024 | DoingCXRight®‬ Podcast | 0 comments

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are digital tools impacting your ability to deliver exceptional customer service?

How can technology support, not hinder, genuine customer connections?

Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and expert guest Thom Singer, CEO at the Austin Technology Council. They discuss key strategies for enhancing customer relationships beyond the screen, the significance of in-person interactions, and the power of really listening to customer feedback. The conversation also tackles the importance of community within brands and teams and how it contributes to customer retention and satisfaction.  

Show Topics and Customer Service Takeaways: 

Listen now to discover:

  • The essence of genuine customer experience involves truly seeing, hearing, and understanding your clientele.
  • How building lasting relationships goes far beyond mere social media interactions and why in-depth, one-on-one relationships are key.
  • Stories of brands that excel at creating communities, such as Trader Joe’s and Harley Davidson, and how that translates into customer loyalty.
  • Strategies for leaders on making employees feel connected and valued, which in turn improves retention and satisfaction.
  • Actionable tips for encouraging real life connections in a digital era, setting up ‘no phone’ policies for better meeting outcomes, and why companies need to regularly bring people together.



[00:00] Introduction

[02:16] Thom Singer’s advice to his younger self. 

[03:29] Definition of good customer experience and human connections. 

[04:22] Building lasting relationships beyond digital interactions

[06:35] The distinction between personal customer relationships and internet fame. 

[08:06] The blend of marketing, sales, and customer experience in building relationships. 

[10:27] Importance of engaging and learning from customer feedback. 

[13:12] Value of community, collaboration, and conversation in branding and customer connection. 

[18:35] Employee community and retaining talent through relationships 

[21:14] Challenges and benefits of remote work.

[24:42] The significance of in-person interactions. 

Whether you’re a seasoned executive, a budding entrepreneur, or a team manager, join host Stacy Sherman and guest Thom Singer as they explore tangible methods to solidify your customer service experience and internal culture.

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About Thom Singer ~ Customer Service Leader 

Thom Singer is the CEO of the Austin Technology Council and an active speaker for associations and companies who care about community, collaboration, and conversations.

Thom Singer believes you should have a stronger inner circle.  His first job was a busboy at “The Big Yellow House Restaurant” in Southern California. 

It was in this role that he discovered the importance of customizing his work for whomever he had the honor to serve. From the vast number of customers who dined in the restaurant to the three or four wait-staff whom he helped each night, Thom realized that you have to make personal connections. Finding ways to relate differently to each person is key if you want to find more success.

Having worked as a keynote speaker for fifteen years, he has become an advocate for creating strong experiences for conference attendees. He has come to see the role of a speaker as more than a commodity that fills a space in the agenda.  He knows that the speakers can set the tone for the whole event, and he takes his job very seriously.

Find out more about Thom on his website!  

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Keyword themes: DoingCXRight customer service  Community

Master Your Customer Experience and Service Skills with Stacy Sherman

*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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