The study of customer experience is a rapidly developing field. More and more companies are realizing that delivering a good customer experience is no longer optional. Rather, it is essential for maintaining a competitive advantage.
But what are the best practices? What studies are the most credible? Unfortunately, the internet is awash in questionable data and flimsy advice about “delighting your customers”. (I’ve started cringing when I hear that phrase.)
One of the best ways to cut through the noise is to find a group professionals in the field and learn from them. Luckily, social media makes that easy. Below is a list of 10 thought leaders in the space of customer experience that we recommend following, if this is an area of interest to you.
We certainly appreciate and value the quality info they crank out and the expertise they share.
Top 10 Tweeters
(in alphabetical order)
Web: Annette Franz
Web: Win The Customer
“Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!”
“The People-Skills Coach™. Speaker, Trainer. Founder #PEOPLESKILLS Chat. Customer Service, Teamwork, Leading Change. MA Org. Psych.”
“I love to help ContactCenter & Retail Service clients integrate People/Process/Technology for best Customer Experience & Business success.”
Web: Social Profile
Web: The Think Zone
Free Whitepaper: Top 10 Customer Experience Trends for 2013
These 10 key trends can help reshape your customer experience strategy for the coming year and beyond.
You will learn:
- The Impact of Self Service
- Multi-Channel Trends
- Social Customer Experience
- Voice of the Customer Programs
- The Rise of Text Analytics
- And 5 more important trends