---
title: "12 Customer Service Experts to Follow"
description: "These customer service experts each have something unique to offer when it comes to improving the level of service in your business."
author: "Catherine Heath"
url: https://www.keeping.com/content/customer-service-experts/
datePublished: 2023-01-02
dateModified: 2026-09-27
---

# 12 Customer Service Experts to Follow

> **The short answer:** Customer service experts share practical ideas for improving support, customer experience, and team leadership. Use this list to find books and resources that match the problems your team is trying to solve.

Increasingly in recent years, many businesses have placed a stronger emphasis on customer service. Successful companies understand that true growth and expansion can only be achieved if they focus as much on customer retention as they do on customer acquisitions. They know that the only way to inspire genuine customer loyalty and satisfaction is to invest in the service they provide the customer – after the sale.

As a result, there are many customer service experts out there who are regularly sharing their insights into how businesses can improve the customer experience. Businesses operating in the service and support industry can only get better if they stay informed about customer service trends, and who better to learn from than these customer service thought leaders?

We’ve compiled a list of 12 customer service experts you can learn from to help you up your customer service game and push the bar higher.

## **The importance of excellent customer service**

Before we get into the list of customer service experts, let’s take a look at why [excellent customer service](https://www.keeping.com/content/excellent-customer-service/) is so very important. Study after study shows that what draws customers to a brand is the amazing customer service, and not only that it makes them stay. How customers feel they are being treated directly influences how much they are willing to spend with you.

[68% of US consumers](https://www.qualtrics.com/articles/customer-experience/customers-pay-premium-experience/) are willing to pay more for better customer service, according to Qualtrics XM Institute research from 2025. If your customer service is bad, then you are literally driving customers away. When customers contact you, it is an opportunity for businesses to turn a problem into a moment of delight.

Your customer-facing employees are the ones who create a good impression of your brand with customers, responsible for improving customer engagement. Outside of customer service, customers are unlikely to have contact with any other human being. The performance of your customer teams is critical for developing those relationships with customers that persist in the long-term.

**Read More:** [**18 Customer Success Blogs You Should Be Reading**](https://www.keeping.com/content/customer-success-blogs/)

Every single customer service expert on this list is an evangelist of the customer service principles that every business should live by. A customer-first culture is an excellent predictor of business growth, expansion and overall success.

## **12 customer service experts to follow**

We’ll now launch right into our top customer service experts you can follow.

### **1\. Shep Hyken**

> “Every Moment of Truth, even if it is a Moment of Misery, is an opportunity to create a Moment of Magic.” – Shep Hyken

![shep-hyken](https://www.keeping.com/wp-content/uploads/2023/09/shep-h2.jpeg)

Our first expert on the list barely needs an introduction – Shep Hyken is the Chief Amazement Officer and owner of Shepard Presentations. He is a thought leader, speaker and customer service consultant and has published several best-selling books, including ‘The Cult of the Customer’ and ‘Be Amazing or Go Home’.

Shep is renowned for his no-nonsense advice for how every business can improve its customer service to drive revenue. He is an expert in helping companies to get their customers to come back, driving customer loyalty and improving customer retention.

He regularly shares customer service articles and tips on his [customer service blog](https://hyken.com/blog/) that businesses can learn from. He emphasizes that customers no longer compare you to your competitor, but to the best service they have ever had – from anyone.

**Website:** [https://hyken.com/](https://hyken.com/)

**LinkedIn:** [https://www.linkedin.com/in/shephyken/](https://www.linkedin.com/in/shephyken/)

**X (formerly Twitter):** [https://twitter.com/Hyken](https://twitter.com/Hyken)

### **2\. Jeff Toister**

> “Waiting for a big moment can be a trap for employees. It causes them to miss smaller, everyday opportunities to align their actions with the service culture.” – Jeff Toister

![jeff-toister](https://www.keeping.com/wp-content/uploads/2023/09/jeff-toister.jpeg)Jeff Toister is an author, consultant, and trainer who helps organizations to develop customer-focused cultures, and he’s the President of Toister Performance Solutions. His books include ‘The Service Culture Handbook’ and ‘Human Service’. His [official biography](https://www.toistersolutions.com/about) also links to his customer service courses on LinkedIn Learning.

Jeff’s first experience of serving a customer ended in failure, which led to him becoming obsessed with building customer service cultures. As a result, Jeff regularly provides customer service training to businesses that want to improve.

Jeff runs a customer service blog called [Inside Customer Service](https://www.toistersolutions.com/blog) on which he shares many actionable tips about how to improve customer service in your business. He shares the tips frequently in the form of stories about how customer service has impacted his life, and his articles are often funny and relatable.

**Website:** [https://www.toistersolutions.com/](https://www.toistersolutions.com/)

**LinkedIn:** [https://www.linkedin.com/in/jefftoister/](https://www.linkedin.com/in/jefftoister/)

**X (formerly Twitter):** [https://twitter.com/toister](https://twitter.com/toister)

### **3\. Micah Solomon**

> “It would be ideal if customers felt as much gratitude as we who serve them are, realistically, owed.
> 
> The reality, though, is many customers have tunnel vision that keeps service providers, out of their awareness. Yet we can still hold our heads up as professionals.” – Micah Solomon

![micah solomon](https://www.keeping.com/wp-content/uploads/2023/09/micah-solomon.jpeg)Micah Solomon is a customer service consultant, customer service trainer, eLearning creator, and author, as well as a Senior Contributor to Forbes.com. Micah shares deep insights into customer service and customer experience, and is the best-selling author of books that include ‘Ignore Your Customer (And They’ll Go Away)’.

Micah has been described as “the world’s #1 customer service turnaround expert” by Inc. Magazine, and he’s also been named by The Financial Post as “The New Guru of Customer Service Excellence.” As an author who’s regularly been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and, repeatedly, in the Harvard Business Review, Micah is well-worth following.

Micah runs a [customer service blog](https://micahsolomon.com/blog/) that shares tips on how to improve customer service and the customer experience. He shares insights from his own training.

**Website:** [https://micahsolomon.com/](https://micahsolomon.com/)

**LinkedIn:** [https://www.linkedin.com/in/customerguru/](https://www.linkedin.com/in/customerguru/)

**X (formerly Twitter):** [https://twitter.com/micahsolomon](https://twitter.com/micahsolomon)

### **4\. Lincoln Murphy**

> “The best way to avoid surprising your customer is to communicate – clearly and directly – in a way that ensures they understand what they’re being told.” – Lincoln Murphy

![lincoln murphy](https://www.keeping.com/wp-content/uploads/2023/09/lincoln-murphy.jpeg)Lincoln Murphy is a customer success and growth consultant who is also a keynote speaker. He hosts a customer success podcast called [Impact Weekly](https://www.impactdemy.com/pages/impact-weekly-podcast) as well as co-authoring the original customer success book called ‘Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue’.

He’s the founder of Sixteen Ventures, using customer success-driven growth to help startups and SaaS companies to improve sales and customer retention. On his blog, ‘[Customer-centric Growth](https://sixteenventures.com/)’, Lincoln shares insights into customer success and growth strategy, teaching companies how to be more successful with their customers.

**Website:** [https://sixteenventures.com/](https://sixteenventures.com/)

**LinkedIn:** [https://www.linkedin.com/in/lincolnmurphy/](https://www.linkedin.com/in/lincolnmurphy/)

**X (formerly Twitter):** [https://twitter.com/lincolnmurphy](https://twitter.com/lincolnmurphy)

### **5\. Jeanne Bliss**

> “Customers who love you will market for you more powerfully than you can possibly market yourself.” – Jeanne Bliss

![jeanne bliss](https://www.keeping.com/wp-content/uploads/2023/09/jeanne-bliss.jpeg)Jeanne Bliss helps companies to achieve business growth through leadership bravery and elevated business practices. She is known around the world for revolutionizing business to “earn” customer-driven growth, which is the focus of her speaking engagements and books.

As a five-time Chief Customer Officer and coach to over 20,000 leaders, Jeanne’s practices are field-tested and proven. Bliss’ five-Competencies for customer-driven growth have been adopted around the world, and her four best selling books on customer experience and leadership are the guidebooks of the CX Profession.

Jeanne uses the story of her father who ran a shoe business as an example of how businesses can become more customer-driven. Over forty years, he sold shoes to a generation of children, resulting in a line of people three blocks long who wanted to say goodbye when he retired.

**Website:** [https://www.customerbliss.com/](https://www.customerbliss.com/)

**LinkedIn:** [https://www.linkedin.com/in/jeannebliss/](https://www.linkedin.com/in/jeannebliss/)

**X (formerly Twitter):** [https://twitter.com/jeannebliss](https://twitter.com/jeannebliss)

### **6\. Bill Quiseng**

> “Don’t treat your customers like you would like to be treated. Instead treat your customers a little better than you would like to be treated.” – Bill Quiseng

![bill quiseng](https://www.keeping.com/wp-content/uploads/2023/09/bill-quiseng.jpeg)Bill Quiseng is a customer service speaker and writer who helps businesses build customer loyalty through the customer experience. He’s a customer experience thought leader who has won numerous awards, and is especially known for his experience in the hospitality industry.

Bill shares tips, insight and inspiration on how they can improve their delivery of customer service, which he argues will lead to increased profits for your business. It doesn’t matter how large or small your business is – superior customer experiences will drive customer loyalty.

Bill advocates for caring for both customers and employees, resulting in customers who believe that they matter to your business. Not focusing on profits will ultimately lead to more profits for your business.

**Website:** [https://billquiseng.com/](https://billquiseng.com/)

**LinkedIn:** [https://www.linkedin.com/in/billquiseng/](https://www.linkedin.com/in/billquiseng/)

### **7\. Blake Morgan**

> “Everyone from the CEO down to the contact center agent should know what it feels like to be a customer.” – Blake Morgan

![blake morgan](https://www.keeping.com/wp-content/uploads/2023/09/blake-morgan.jpeg)Blake Morgan is a customer experience futurist and keynote speaker. Her [books](https://www.blakemichellemorgan.com/books/) include “The Customer of the Future” and “The 8 Laws of Customer-Focused Leadership,” which focus on making customer experience part of everyday business decisions.

She is a contributor to [Forbes](https://www.forbes.com/sites/blakemorgan/?sh=6533b2622414) and the Harvard Business Review. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube.

Blake is interested in the intersection of technology, communication, relationships and people, and customer experience is a combination of these four things. Her work examines how leaders can build a customer-focused culture.

**Website:** [About Blake Morgan](https://www.blakemichellemorgan.com/about-blake-morgan/)

**LinkedIn:** [Blake Morgan on LinkedIn](https://www.linkedin.com/in/blakemichellemorgan/)

**X (formerly Twitter):** [https://twitter.com/blakemichellem](https://twitter.com/blakemichellem)

### **8\. Flavio Martins**

> “Customers don’t care about your policy, they care about ACTION.” – Flavio Martins

![Flavio Martins](https://www.keeping.com/wp-content/uploads/2023/09/flavio-martin.jpeg)Flavio Martins is the author of ‘Win the Customer: 70 Simple Rules for Sensational Service’ and writes about customer experience at [Win the Customer](https://www.winthecustomer.com/about/). As an experienced customer experience leader and customer service fanatic, he’s on a mission to show how customer experience can be a competitive advantage to win customer loyalty.

As well as having more than 15 years industry experience, Flavio is an award-winning customer service blogger. He’s published a book called ‘Win the Customer: 70 Simple Rules for Sensational Service’, which gives businesses practical ways that they can improve their customer service delivery.

Flavio posts interesting articles on social media on topics ranging from the impact of technology, to customer experience, to how businesses can make their customer service better.

**Website:** [https://winthecustomer.com/](https://winthecustomer.com/)

**LinkedIn:** [https://www.linkedin.com/in/flaviomartins/](https://www.linkedin.com/in/flaviomartins/)

**X (formerly Twitter):** [https://twitter.com/flavmartins](https://twitter.com/flavmartins)

### **9\. Jay Baer**

> “In today’s world, meaningful differences between businesses are rarely rooted in price or product, but instead in customer experience.” – Jay Baer

![Jay Baer](https://www.keeping.com/wp-content/uploads/2023/09/jay-baer.jpeg)Jay Baer is a marketing and customer experience expert, seventh-generation entrepreneur, the author of books including [The Time to Win and Hug Your Haters](https://www.jaybaer.com/books) and the founder of five multi-million dollar companies. He is also the host or co-host of several podcasts.

Jay is well-known for his keynote speaking on topics ranging from marketing, to customer service, to customer experience. As a customer experience consultant, he teaches businesses how to grow through word-of-mouth marketing. He shares a twice-monthly newsletter called The Baer Facts, which includes marketing and customer experience case studies and advice, tequila reviews, book reviews, and life hacks.

Jay’s social feed is also worth a follow because he often shares customer experience resources and links to events you can join.

**Website:** [https://www.jaybaer.com/](https://www.jaybaer.com/)

**LinkedIn:** [https://www.linkedin.com/in/jaybaer/](https://www.linkedin.com/in/jaybaer/)

**X (formerly Twitter):** [https://twitter.com/jaybaer](https://twitter.com/jaybaer)

### **10\. Marsha Collier**

> “How you market your business may be your first impression to a prospective customer. This is your opportunity to entice them with empathy and transparency.” – Marsha Collier

![Marsha Collier](https://www.keeping.com/wp-content/uploads/2023/09/marsha-collier.jpeg)Marsha Collier is a bestselling author, television personality, radio host and consultant who works with companies to improve their digital experiences. Her published works include the ‘Ultimate Online Customer Service Guide’ along with many titles in the “For Dummies” series.

On her website, Marsha shares tips on technologies that small businesses can use to sell more. She is a popular speaker at events, and hosts a technology podcast that gets 20,000 downloads per month. She describes herself as a customer service fanatic, which she helps businesses use as a way to win more business, with a focus on social media.

Marsha is also the co-host of the #custserv twitter chat, created in 2009 and dedicated to all things customer service.

**Website:** [https://www.coolebaytools.com/](https://www.coolebaytools.com/)

**LinkedIn:** [https://www.linkedin.com/in/marshacollier/](https://www.linkedin.com/in/marshacollier/)

**X (formerly Twitter):** [https://twitter.com/MarshaCollier](https://twitter.com/MarshaCollier)

### **11\. Adam Toporek**

> “To be a hero to your customers, you need to focus on the simple, everyday moments.” – Adam Toporek

![Adam Toporek](https://www.keeping.com/wp-content/uploads/2023/09/adam-toporek-1.jpeg)Adam Toporek is a customer service expert, keynote speaker and customer experience trainer. He uses his lessons from the frontlines of entrepreneurship to help businesses of all sizes, and is known for being a customer experience thought leader.

Adam’s book ‘Be Your Customer’s Hero’ continues to be hailed by people across industries and organizational levels as one of the best frontline customer service books on the market.

Adam is a prolific podcaster. With Jeannie Walters, he co-hosted the [Crack the Customer Code](https://customersthatstick.com/podcast/) podcast, one of the earliest customer experience podcasts, which published its 500th and final episode in November 2022. It featured interviews and insights from a wide range of experts in the field, including topics such as how to increase customer loyalty through social media.

**Website:** [https://customersthatstick.com/](https://customersthatstick.com/)

**LinkedIn:** [https://www.linkedin.com/in/adamtoporek/](https://www.linkedin.com/in/adamtoporek/)

### **12\. Annette Franz**

> “You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?” – Annette Franz

![Annette Franz](https://www.keeping.com/wp-content/uploads/2023/09/annette-franz.jpeg)Annette Franz is a customer experience coach, keynote speaker and author. Annette has more than 30 years in the customer experience profession. Annette’s published titles include ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business)’, and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business’.

As a customer experience professional, Annette is the Founder and CEO of CX Journey Inc., a company bringing in the new wave of customer-centric businesses. As a popular thought leader, Annette has attracted audiences across the country who wanted to learn about her methods and philosophy, some of which has been shared in her books.

**Website:** [https://cx-journey.com/](https://cx-journey.com/)

**LinkedIn:** [https://www.linkedin.com/in/annette-franz/](https://www.linkedin.com/in/annette-franz/)

**X (formerly Twitter):** [https://twitter.com/annettefranz](https://twitter.com/annettefranz)

## **Wrapping up**

Whatever industry you’re in, you can learn from these top customer service experts who have limitless tips and insights to share. Whether you’re looking for practical strategies or simply inspiration, these customer service pros will be able to help. Not only are many of them active on twitter and their own blogs, there are also tons of customer service books that you can check out.

By keeping abreast of popular customer service trends and developments, you can ensure that you are continuously improving your customer service delivery. The customer service landscape never stands still and businesses must be constantly learning if they want to keep up.