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Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload?
We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.
Roy Atkinson is a senior writer and analyst who specializes in guiding organizations to better customer service and customer service management. His Twitter explores the connection between customer service and technology, and is jam-packed with useful customer service resources. One thing that makes Atkinson’s Twitter stand apart is that he invites his followers to get involved in the conversation about customer service by co-hosting a #CustServ Twitter Chat that takes place Tuesdays at 9pm. Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out!
Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Follow her now to make sure that your company is keeping up with the newest crowd.
Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. This keynote speaker is a master of everything that has to do with customer service. He is a New York Times and Wall Street Journal best-selling author, and the content that he posts on his Twitter might give you a glimpse as to why. From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017.
Jeff is a nationally recognized employee training expert and a sought after speaker with more than 20 years of experience. He has shared his insight on customer service in his book The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Being a customer training expert, he has appeared in 15 training videos on Lynda.com. Jeff was named one of ICMI’s Top 50 Thought Leaders to Follow on Twitter and one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management.
Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She also promotes an active discussion on gender bias, which she engages with her followers using the hashtag, #PeopleSkills. Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience.
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Learn moreFlavio Martins is COO at DigiCert, and author of the book innovating customer service delivery,” which his Twitter posts back through their examination of customer service and technology. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Through their examination of customer service and technology. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts.
Jeanne Bliss is the Founder and President of Customer Bliss, and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. Bliss encourages companies to establish a Chief Customer Officer, a position which she pioneered in order to help drive companies towards customer-centered growth. Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers.
Richard R. Shapiro is a customer retention expert, who founded The Center for Client Retention. His book, , presents a proven strategy to create customer loyalty in the age of the empowered customer, and his Twitter feed offers the same.
Annette Franz is a Customer Experience thought leader who works to help build people-focused organizations. This customer service expert is the creator of a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it. If you are interested in creating a business that is all about the customer, then Franz’s Twitter account is a great place to start. a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it. If you are interested in creating a business that is all about the customer, then Franz’s Twitter account is a great place to start.
Colin Shaw was recognized by LinkedIn as one of the world’s top 150 business influencers. A family man and best-selling author, Shaw started a consulting firm, Beyond Philosophy, in order to help companies build great customer service experiences. According to Shaw, “When I started Beyond Philosophy, in 2002 the subject of Customer Experience was new. My friends thought I was mad giving up a highly paid job in corporate life to start one of the world’s first dedicated Customer Experience consultancies. But I have to tell you it was one of the best decisions I have made in my life. Ten years on we continue to go from strength to strength”. Shaw’s Twitter feed is consistent with his work, and is peppered with helpful, accessible information on how to inspire employee and customer loyalty.
Kate Leggett is the Vice President and Principal Analyst at Forrester Research for customer relationships management and customer service. Her Twitter is home to incredibly useful retweets of Forrester articles, and other invaluable customer service resources that every customer service expert should read.
Andrew Neff has been awarded the title of “Top 50 Thought Leader” with the International Customer Management Institute in 2014, 2015, and 2016. His areas of expertise include customer experience, marketing, social media, and the Cloud. With tweet topics ranging from increasing happiness, to growing companies, to rise of bots, Andrew Neff’s Twitter has something for everybody.
Author of a whopping 48 books, it is hard to find something that Marsha Collier does not know about customer service, ecommerce and social engagement. The #customerserv chat created by Marsha in 2009 is a fun place to learn and discuss everything about customer service. She has been named by Forbes and The Huffington Post as a must-follow marketing mind. Click through the link to see why Marsha Collier’s Twitter feed is a customer service expert’s dream come true.
Adrian Swinscoe is a customer experience and service consultant. His latest book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, has a five-star rating on Amazon, and was written to help businesses deliver a world-class customer service experience, no matter what the industry. Luckily for those of us who haven’t ordered his book yet, nuggets of Swinscoe’s vast customer service expertise are also available in the form of posts on his Twitter.
Carla Johnson is a keynote speaker and author who uses the power of stories to inspire action amongst companies and individuals. Her Twitter presence encourages followers to generate ideas through creative thinking – a valuable practice for any customer service team.
Bob Thomas is the CEO of CustomerThink Corporation, an independent research and publishing firm focused on customer-centric business management. He is also the founder of CustomerThink.com, a community dedicated to customer-centric business. Follow this self-proclaimed global evangelist for customer-centric business on Twitter to gain expert insight into your customers today.
Micah Solomon is a customer service experience expert and a contributor to Forbes.com. This keynote speaker, consultant, and best-selling business author has been named by the Financial Post as “The New Guru of Customer Service Excellence.” Follow Solomon on Twitter to see why.
Arie Goldshlager is an independent consultant at the Fine Balance Consulting Group, a group which he founded with the idea of developing customer strategy by balancing the perspective of the company, the customer, and the frontline employee. In balancing these elements, his focus is to devise a dynamic customer strategy, implement customer lifecycle management, and generate customer innovation. You can find resources for all of these customer service elements in Goldshlager’s Twitter.
Blake Morgan is a customer experience author, speaker, podcast host, and Forbes columnist. Her newest book, More Is More: How the Best Companies Work Harder and Go Farther To Create Knock Your Socks Off Customer Experiences, is coming out in the Spring of 2017, and is available for pre-order on Amazon. Follow this customer service expert on Twitter today to see what more your company can do to for its customers.
Bruce Temkin is Co-Founder of the Customer Service Professionals Association, as well as Managing Partner and Customer Experience Transformist with the Temkin Group. This customer experience visionary helps organizations accelerate their customer experience journeys, while also making time to actively post on Twitter.
The best way to bring about corporate change is through inspiration, not desperation. By following these twenty customer service experts, you are ensuring that you and your team will receive the inspiration and information that you need to deliver above and beyond customer service by simply checking your Twitter feed.
For more customer service tips and insights, be sure to follow Comm100 on Twitter (@Comm100). We are constantly relaying information from these customer service experts and posting our own content to help you and your customer service team on your journey to success.
The activities in this eBook can be great training materials to improve customer service or morale in your team. Each activity focuses on a particular area of learning and comes with suggested debriefs. This helps your team link activities to learning and apply the learning to the workplace.
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