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 of 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 Customer Experience Tweeters
Annette Franz
“#CXPA SoCal Local Networking Event Lead. Ghostwriter. Blog at CX Journey™. Also tweet @cxjourney #cxo #voc #custserv #empexp #leadership.”
Web: Annette Franz
Bill Quiseng
“Customer Service Blogger. Your #1 Twitter source for #custserv tips content aggregator. For insights more than 140 characters long, join me on Facebook.”
Web: Billquiseng.com
Colin Taylor
“#CallCenter #CustServ #Cem Consultant and Chief Chaos Officer.”
Flavio Martins
“VP of Customer Support at @DigiCert. Customer Experience and Atlanta #Braves fanatic. 2013 Huffington Post Top 100 Social #CustServ Pros.”
Web: Win The Customer
Shep Hyken
“Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!”
Web: Hyken.com
Kate Nasser
“The People-Skills Coach™. Speaker, Trainer. Founder #PEOPLESKILLS Chat. Customer Service, Teamwork, Leading Change. MA Org. Psych.”
Web: Katenasser.com
Marsha Collier
“Prolific author 42 books: Social Media Commerce, eBay, Online Customer Service. Forbes Top Influencer, GigaOM Pro Analyst, Founder #CustServ, #techradio host.”
Web: Marshacollier.com
Melissa Kovacevic
“I love to help ContactCenter & Retail Service clients integrate People/Process/Technology for best Customer Experience & Business success.”
Rachel Miller
“Customer Engagement Manager at @Nimble. I organize the universe and make things pretty. #sCRM #socbiz #socialselling #custserv #sales #socialmedia #unCRM.”
Roy Atkinson
“Sr. Writer/Analyst by trade | I tweet about customer service (#custserv); #leadership; #ITSM, #IT and #tech; Saab cars; #golf | Tweets are my own.”
Web: The Think Zone
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