by Christophe Primault
Published on 28 September 2014
It's crystal clear that customer service is important. No matter what industry your small business is in, you need to make sure that your clients receive the service they pay for. Apart from the traditional meaning of customer service, which is according to Wikipedia "the provision of service to customers before, during and after a purchase", small businesses also need to be aware of the importance of the social consumer.
The concept behind this term is that consumers first check their social networks to learn about products they might want to acquire. Your customer support starts here! No doubt, social media has made customer service more complex and challenging. It's good then that there are customer services management tools and experts who put their effort on the doctrine and the investigation of excellent customer service. GetApp has researched the trending topics about customer service for small businesses taking place on the social web and identified the top customer service social media influencers.
Looking at this word cloud, it is no surprise that web users and small businesses frequently talk about topics such as "excellent customer service" or "improve customer service" - because this is what everybody wants. Though, it seems that "shipping" of your products is the moment when your real customer service skills are tested or maybe where most businesses need to improve? The data shows conversations on the web during the last two months.
But who are the top influencers of the customer service conversations? We have looked into a long list of influential experts, authors, teachers, coaches, consultants, IT professionals, organizations and bloggers contributing to this growing trend. With tools such as Brandwatch, PeerIndex and Klout we have ranked the ten most important people in terms of influence, number of mentions and activity.
Follow @Hyken Speaker and New York Times best-selling business author - Helping companies deliver great customer service and AMAZING customer experiences!
Follow @NancyGeorges The Retail "Miss Fix-It"; Author, Retail Marketing Strategist, working w businesses. Social Media, Web, Ecommerce & Customer Service Expert. Speaker & Trainer -
Follow @bsdalton For over 25 years Barry has been looking for the answers on how improve customer experience. He is an expert on customer service, loyalty, CRM, SCRM and technology stuff.
Follow @grafrost Customer service expert, Professional Speaker, Trainer, Coach, Author of 'Growing Forward', adventurer, communicator.
Follow @YvonneAJones Social Media & Customer Service strategist.Client-Relationship builder, Author, Blogger.
Follow @JohnMPerez CX Strategist at Oracle. Cloud Customer Service, Social CRM, Online Experience, & Customer Service Strategy Expert.
Follow @micahsolomon Speaker, business author, consultant: Customer service, change, culture, branding, sales.
Follow @enthused Customer service speaker, blogger and author (AMACOM Books, Spring 2013). Fan of exceptional customer service.
Follow @EYellin Journalist and Author of "Your Call Is (Not That) Important to Us" (Free Press, 2010), a journey to find the heart of customer service.
Follow @johntschohl The Guru of Customer Service by USA Today and Time Magazine. Best selling author and Service Quality Intitute President.
Follow @billquiseng Blogger and award winning author in the areas of customer service and leadership for managers. His catchphrase? Nobody raves about average.
Follow @flavmartins Customer Service is Not a Strategy, It's the New Reality! Blogger, a regular in many top 50 Customer Experience Influencer lists and VP of Operations at DigiCert.
Follow @RussLoL Speaker, writer and podcaster. Named one of the Top 100 customer service professionals on Twitter.
Follow @IMPACT_Jodi Customer Service expert who believes customer service exists everywhere not just at call centres and retail sores. Director of Marketing at Impact Learning
Follow @RoyAtkinson Support and Service Industry Analyst, Speaker and Writer. Member of the HDI International Certification Standards Committee as well as the HDI Desktop Support Advisory Board.