2016 is coming to an end and it was indeed a year where customer-centricity and customer management took the centre stage in most businesses. Many blogs and informative articles have been written on this subject. The list of the most prolific blogs and authors that have been both useful and inspiring to readers are given as follows:
Shep Hyken is considered the most popular expert in customer service and experience. He is the author of the bestseller The Amazement Revolution as well as a professional speaker. He is also the founder of The Customer Focus program. His blog, which has proved beneficial to comprehending the customer and bettering customer services, provides readers with some personal customer relationship stories.
Win the Customer is a blog written by Flavio Martins, who is the author of Win the Customer: 70 Simple Rules for Sensational Service. He is also one of Huffington Post’s Top 100 Customer Experience Leaders. He has been working in customer services for 15 years and his experience provides readers with amazing insights of the industry.
Jackie Huba has written 3 books on customer loyalty including Monster Loyalty: How Lady Gaga Turns Followers into Fanatics. Jackie is also a keynote speaker and a contributor to Forbes.com. Her blog mainly speaks about customer loyalty and word of mouth marketing.
Mike Wittenstein is a pioneer of customer experience along with several different start-ups and consulting practices under his belt. He has helped big brands like McDonald’s and Best Buy in improving their customer service. Mike’s blog is very informative and insightful, and coupled with his sharp sense of humor, it makes for an engrossing read.
Jeanne Bliss is the author of 3 books, including Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. She is also the co-founder of The Customer Experience Professionals Association. Her blog provides practical instructions and advice on how to enhance customer satisfaction.
Adrian Swinscoe has been known to describe himself as a “lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.” A former economist and consultant to major corporate institutions, Adrian’s blog talks about his knowledge and ideas on customer engagement and experience.
Beyond Philosophy was founded by Colin Shaw. It is an informative and thought-provoking blog. Colin is a leading customer experience consultant, speaker, author and one of LinkedIn’s top 150 business influencers.
Kerry Bodine has written Outside In: The Power of Putting Customers at the Center of Your Busines. She is also an independent customer experience consultant who is passionate about helping businesses become more customer-centric and her intense enthusiasm is visible in her interesting way of writing.
Stan Phelps created 9inch Marketing. Stan is an “experience architect” and author of the Amazon Best-Seller, What’s Your Purple Goldfish – 12 Ways to Win Customers and Influence Word of Mouth. His one-of-a-kind approach to customer experience is comes through in his informative blog.
The author of CX Journey, Annette Franz (Gleneicki), has an impressive list of credentials to her name. She is the recipient of CXPA CX Impact Award, Certified Customer Experience Professional (CCXP), and active member of the Customer Experience Professionals Association (CXPA). Annette’s expertise lies in understanding the customers’ minds and process, and her passion to deliver an unparalleled customer experience is quite evident her writing.