Customer Experience Roundup | Hat and Lassoo

Help Me Create A Smokin’ Hot Customer Experience Blog Roundup

To the wonderful members of this community:

I would like to enlist your help with a new project. I am starting a regular roundup post centered around this blog’s topics of customer experience and customer service. Based on my available personal bandwidth and the amount of content I have time to digest, I figured a monthly roundup would be most appropriate.

Customer Experience Roundup | Hat and LassooMy roundup idol is Kristi Hines of Though she addresses a different set of topics, her Fetching Friday roundup is simply the most consistent, focused, and well-curated roundup I follow. My goal would be to create something as helpful and, hopefully, of similarly high quality in the customer experience sphere.

So, here’s the part where I ask for your help…

Inspired by The Sales Lion Marcus Sheridan’s success tapping his community to help him choose a tag line, I would very much like to crowdsource the framework for the roundup. While I am sure the format will evolve over time, I figured I could shorten my learning curve and not test the patience of my readers by enlisting the wisdom of crowds and my not-near-Lion-level-but-still-awesome community. Below are some of my ideas for the roundup — some more fully formed than others. I would love to hear your revisions and additions to the following ideas:



Gini Dietrich has her Gin and Topics, a fun and often funny weekly roundup; Brankica Underwood has her Sweet Sunny Saturday, an excellent biweekly roundup on blogging, social media, and more; and, as mentioned, Kristi has Fetching Fridays. Here’s what I have… Uuggh.

  • Customer Experience Roundup – Simple, yet understated…
  • The Customer Experience Corral – The official blog of the Urban Cowboy. The closest I could get to “roundup” and some alliteration with the letter C. It stinks, and I hate it. But I’m listing it anyway.
  • Customer Experience Monthly Mashup — Top contender so far. It did the mash… the monster mash.

Anything else… No, seriously, anything…



Four Sections

1. Customer Experience Resource: Website X
This section would highlight a blogger, web site, Twitter chat, etc. that could be valuable to those interested in customer experience optimization and customer service.

2. Links
Not sure whether to have set categories, have none, or let them develop organically each month relative to the content. Here are some categories I am considering. Thoughts?

  • Customer Service Stories
  • Customer Service Research
  • Social Media and Customer Service
  • Miscellaneous

3. Last Month’s Most Popular Post
This would highlight the most popular post on this blog during the previous month and give readers who missed it another chance.

4. Thoughts on the Customer
Most likely a quote or particularly insightful excerpt from a book or blog.


Other Ideas?
So, that’s it. I would love to hear what’s bad, what’s good, and any ideas for improvement. Should I add anything? Remove anything? Add something that is fun and not all business? If you made it this far, I thank you for your time and look forward to your comments below.

I will be at a business conference these next few days. So, please know I appreciate your input, even if I am only replying at night.

Please stay tuned: I am excited to announce that Laura Click will be babysitting this blog while I am otherwise engaged! Please stop by on Tuesday to see what Laura has to say about making your customers hate you.


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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18 replies
  1. Brankica
    Brankica says:

    Adam, thanks so much for the shout, good to know people like it 🙂

    I want to answer the 4 sections first. They seem great and I think that would be a great format. As far as #2 goes, I would not set categories for now. I sometimes do categories and sometimes do a post that looks like a “story” and never had problem with it. You should try and see what people like better because maybe you won’t feel like doing something you decide on now. The other 3 parts seem great.

    I like the name with Coral just because I am loving the South where I am living now and cowboys are so cool. Also the title would be very original.

    Hope this helps 🙂

    • Adam Toporek
      Adam Toporek says:

      That’s awesome Bran! Very glad you like the sections, and I hear you about the categories. I’m leaning towards keeping the options open, like you suggest, and not boxing myself in.

      On no, you like Corral! I’m not sure I can pull off the cowboy hat, so I’ll have to think about that. 🙂

      Thanks so much for taking the time to answer the questions! I really appreciate it.

  2. Bill Dorman
    Bill Dorman says:

    Can I piggyback what Brankica said because she knows this stuff and is smart like that. One thing about social it is very fluid and you can try some stuff and can it quickly if it doesn’t seem to be working.

    As for me, I try nothing………..

    Corral sounds cool enough and so does the mashup one. I’ll let you flip on coin on that one.

    I’m trying to jump back in; if you see my post tomorrow you will see what my strategy is for my backlog.

    Good to see you last week; that was fun.

    • Adam Toporek
      Adam Toporek says:

      Appreciate it Bill! Another thumbs up for corral; maybe I’m missing something. 🙂 Though I will be a bit absent from the Interwbz this week, I’ll keep an eye out for your next post and your backlog strategy.

      It was great meeting you and your wife! We had a great time.

  3. leon Noone
    leon Noone says:

    G’Day Adam,
    Sounds like a good idea. I’m thinking about doing a similar thing myself. Naming is always difficult. We all have a terrible tendency to be attracted by names that we like and delude ourselves into believing customers will like them too. For instance, in this part of the world, “mash” means mashed potatoes.

    About 15 years ago when I was changing business names, Al Ries pointed out that I had a simple, one syllable name and should use it. Remember, names are about customers’ perceptions, not ours.

    One other thing. Anyone who uses a phrase like “crowdsource the framework for the roundup” is in danger of placing cleverness before clarity. As the great Robert Gunning wrote about 50 years ago, “Write to express; not to impress.”

    If I can help in any way, just ask.

    Make sure you have fun


    • Adam Toporek
      Adam Toporek says:

      Hey Leon,

      Look forward to seeing what your roundup is all about — and the name.

      Thanks for the constructive criticism. I’ll have to keep an eye on not being too clever with the language. It’s not intentional, just the way I write.

      I appreciate the support!

  4. erica allison
    erica allison says:

    Hi Adam,
    I love the idea and I’m a big fan of the Mash UP!!! Could be because I’m in the Halloween spirit in my house these days, but nonetheless, I think it would work really well. I also agree with Bill, sometimes what we think might work, doesn’t and it helps to be flexible, give it a shot, evaluate it, tweak it and then full steam ahead! I’m sure we’ll be right here with you as you do!

    • Adam Toporek
      Adam Toporek says:

      Thanks so much Erica! I definitely think I will have to be flexible; I’m just hoping to get the name right out of the gate so it is consistent. But you’re right, certainly not the end of the world either way…

      Glad you like the Mash… Take care!

  5. Debbie
    Debbie says:

    Hi Adam
    I love the Monthly Mashup title. See the point w/ being too clever with naming, but it’s monthly and it will include a bunch of great content from multiple sources, so makes sense to me.

    So far, am agreeing with others regarding your question #2. I would not categorize since I believe that customer experience touches so many aspects of our daily lives. I think the content you receive will be richer and not limited if you drop the categories.

    That’s it for now. I like what you are doing.

    • Adam Toporek
      Adam Toporek says:

      Hi Debbie, I appreciate the confirmation on the categories. You make a great point about the breadth of the customer experience.

      And we now have another vote for Mashup. 🙂 Thanks so much for the comment and support!

  6. Gini Dietrich
    Gini Dietrich says:

    I’m with Brankica on creating categories. When we re-launched Spin Sucks 18 months ago, that was the hardest part for me. But you’ll be grateful you did it.

    I like the fourth idea the best. It’s a really good idea. You should ask Mike Schechter how he does Smarter Than I Am. I think he has it so it auto-populates quotes. It took me two months to get him to include a woman and another two weeks after that to include me. 🙂

    When I named Gin and Topics I left it to the community and Barry Silver came up with that one. Unfortunately I’m not creative enough to name your series for you.

    • Adam Toporek
      Adam Toporek says:

      Ha! You’re plenty creative Gini — but that’s okay. Thanks for mentioning #4, no one had commented specifically on that. I’m glad you liked it. I’ve seen Schecter’s series… I will have to ping him on how he does it . Good tip!

      Looks like major consensus on no categories, so that’s awesome. That was actually the item I was most undecided on, so I guess this crowdsource thing worked. 🙂

      Thanks so much for the comments. Much appreciated as always!

  7. Jayme Soulati
    Jayme Soulati says:

    I love a good naming brainstorm, so here goes:

    Fencing With The Customer (although I have no idea where the Intense Fence brand fits in with this blog)
    The Customer Ranch
    Calling All Customers
    Tapping The Customer Story
    Tools, Tales & Customer Tips
    The Customer Touch
    Tools To Touch Customers
    Tools, Tales, Touches Roundup or The Triple T Roundup

    How’s them apples?

    • Adam Toporek
      Adam Toporek says:

      Holy moly Jayme! What a great list. You outdid yourself, and I really appreciate it!

      You’re right about the fence issue, and I am working on a solution to make the branding message more focused — so we’ll stay away from that one. That aside, you have some REALLY good ones in here! Even better, I hadn’t really thought of using a tag line, so that opens up a whole new set of possibilities. I really like the Tools, Tales, and Touches line.

      Thank you so much for taking the time and the awesome ideas Jayme! I am going to give these some thought on my flight back.


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