September 30, 2026
Companies spend enormous amounts of time, energy and money trying to improve the customer experience. They invest in technology, redesign...
Welcome to the Customer Service and Leadership Blog by keynote speaker Scott Deming. This is your resource for powerful insights on customer service excellence, leadership development, and building iconic brands that stand the test of time. Whether you are a business leader, association executive, or meeting planner, this blog delivers practical strategies that inspire employees, delight customers, and create lasting success.
With decades of experience as a Customer Service Speaker and Leadership Speaker, I’ve partnered with organizations across nearly every industry—Fortune 500 companies, associations, and entrepreneurial businesses. My mission is simple: to share proven strategies from the stage, the boardroom, and the front lines of customer experience so you can apply them immediately to your own organization.
Here, you’ll find more than theory. Each article offers real-world case studies, actionable leadership techniques, and stories from companies that transformed their cultures by focusing on people and purpose. From hiring speakers on customer service to strengthen member engagement at association conferences, to learning from keynote speakers on leadership who help guide teams through change, the lessons in this blog are designed to help you lead with vision and serve with intention.
Why is this so important? Because research from Harvard Business Review and CX Network shows that companies with strong customer experience and leadership strategies outperform their competitors year after year. Engaged employees and loyal customers create a cycle of growth, profitability, and brand distinction that cannot be matched by products or pricing alone.
Explore the posts below to discover how to elevate your leadership, improve customer service, and build a brand that truly connects. Whether you’re looking for innovative customer experience ideas, leadership insights during times of change, or guidance on creating a culture of service, this blog is designed to help you succeed.
Companies spend enormous amounts of time, energy and money trying to improve the customer experience. They invest in technology, redesign...
One of the most important points I make in virtually every keynote I deliver on customer service and customer experience...
Choosing a speaker for a corporate conference or business event is about much more than filling an hour on the...
Most companies spend years trying to shape the way customers perceive their brand. They invest in advertising, marketing, websites, social...
A successful business conference does more than bring people together in the same building. It creates energy, encourages meaningful conversations,...
Walk into almost any corporate headquarters and you’ll find them somewhere: mission statements, vision statements and core values, with words...
I spend a lot of time in hotels, and after nearly twenty five years of traveling around the world speaking...
When a meeting planner, association executive or speakers bureau begins searching for a customer service speaker, the assignment often sounds...
Every organization wants to stand out. They invest in new technology, launch marketing campaigns, redesign logos, refresh websites, and search...
“Clients don’t come first. Employees come first. If you take care of your employees, they’ll take care of the clients.”Richard...
If creating loyal customers were simply a matter of offering the lowest prices or delivering the fastest service, every discount...
Most companies believe they compete on products, pricing, or technology. While those things certainly matter, they rarely determine whether a...
There was a time when businesses could stand apart simply by offering a better product, lower prices, or faster service....
For years, organizations have invested heavily in improving customer service. They train employees to be more responsive, reduce wait times,...
Every company wants to stand out in a crowded marketplace. They invest in new technology, hire talented people, launch marketing...
The Hard Lesson I Learned About Customer Experience and CX Years ago, when I owned and operated a national advertising...
Every company wants loyal customers. Every company wants referrals. Every company wants to stand out in a crowded marketplace. Yet...
Customer service and customer experience are often used interchangeably, but they are not the same thing. Customer service is what...
One of the clearest indicators of real leadership has nothing to do with title, authority, or charisma. It shows up...
Customer service does not fail because people do not care. It fails because organizations lose focus. Over time, urgency replaces...
Every few years, leadership gets rebranded. New frameworks, new buzzwords, new generational labels, and new claims that “everything has changed.”...
Customer service didn’t fall apart overnight. It eroded slowly, one policy, one script, one rushed interaction at a time. But...
Many organizations use the terms customer service and customer experience interchangeably. While they are closely connected, they are not the...
Products can be copied. Prices can be matched. Technology can be duplicated. The one thing competitors struggle to replicate is...
When organizations talk about improving the customer journey, most leaders still confuse Customer Service with Customer Experience. The truth is, while great customer service...
Businesses often use the terms customer service and customer experience interchangeably. While they are closely related, they are not the...
Consumers have unlimited choices and unlimited access. Products can be copied, technology can be matched, and pricing advantages disappear overnight....
Scott Deming is a globally recognized keynote speaker, helping organizations build stronger customer-focused cultures and lasting business success.
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