Those wanting to find out about the latest developments in the field of customer care can google until their fingers are sore – or they can comfortably follow the most influential opinion makers at the push of a button. We have compiled the six most exciting customer care influencers with their Twitter accounts and blogs in the following list.
As tip #7, we warmly invite you to read the blog post Ten Trends that Will Redefine the Future of Customer Service.
1. Blake Morgan
Bestselling author, Forbes contributor and keynote speaker: Blake Morgan is one of the most sought-after experts when it comes to customer experience trends and forecasts. With her new book More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences, Blake might easily achieve a top place on the bestseller lists for business literature.
Hardly any customer care influencer is as digitally active as she is. In addition to subscribing to her blog, on which Blake regularly publishes exciting contributions on the latest customer experience trends, it’s also worthwhile following her on Twitter, watching the weekly clips on her YouTube channel or listening to her podcast. Having held positions at Intel and Verizon, Blake has devoted herself to being a trend scout for her favorite topic: the future of customer experience.
2. Bruce Temkin
As a former analyst at Forrester, research is part of Bruce Temkin’s DNA. Packed with the latest facts and figures, his blog is a solid source for all those who prefer hard information. Whether recent surveys among international managers on their business priorities or studies on the most popular customer care channels – Bruce provides extensive material for all the fact lovers out there.
Bruce Temkin is co-founder and chairman emeritus of the Customer Experience and Professionals Association (CXPA), a non-profit organization that concentrates on educating managers on the topic of customer experience. He takes advantage of the insights gained from this job and from his work as a customer experience transformist to create exciting blog posts.
3. Jeanne Bliss
With more than three decades of experience in customer care, Jeanne Bliss is responsible for pioneering a new way of thinking for this business discipline. She is regarded as having invented the role of Chief Customer Officer – a position that is not only part of her leadership organization, but also part of many successful companies today.
In her fantastic blog entitled Customer Bliss, Jeanne explores her favorite subject in a very personal way – and with more than 22k followers, she is one of the most popular customer care influencers on Twitter. Like her colleague Bruce Temkin, Jeanne Bliss is also one of the co-founders of the Customer Experience and Professionals Association (CXPA).
4. John Legere
Besides all the analysts, bloggers and consultants on our list, John Legere is the one exotic choice. Though not actually an influencer in the classical sense, as CEO of T-Mobile USA he has made a name for himself as a customer advocate within a very short time period. While his colleagues from other network operators are struggling with shrinking margins and market shares, John Legere has hit the ground running with T-Mobile in the North American market.
In doing so, he gets never tired of sharing his business philosophy on his personal Twitter account, on his blog and on many other channels: Customer care is the number one differentiating factor, and John always presents it in a very entertaining way – definitely worth having a look!
5. Shep Hyken
Shep Hyken is the longest-serving influencer and entertainer and should not be missing from any “Best of” customer care influencers lists. Shep used to practice as a showmaster during his childhood and has successfully incorporated his entertainer talent into the field of customer care. His speeches, books and contributions are almost legendary, in which he reflects on what each of us has experienced in real life: the good and bad sides of customer service.
Shep is a New York Times and Wallstreet Journal bestselling author and a coveted speaker. For all those who don’t have the opportunity to witness a live performance, we wholeheartedly recommend his blog: always very close to real life, presented in an entertaining manner and with clear practical relevance. Customer care you can touch!
Strictly speaking, the last influencer on our list is neither an influencer nor a person. However, we strongly believe that Zendesk has earned its place in this list. Hardly any other software provider has managed to revolutionize customer care so effectively in recent years. Combining simple ideas with practical implementation, Zendesk is a leading provider of helpdesk software and is now used by over 100,000 companies.
Zendesk shares its philosophy openly and willingly, inter alia, in a very readable blog bursting with helpful practical tips, user examples and fresh best practices – very inspiring and always worth a visit!