World's Top 30 Customer Service Professionals for 2017

Guru #1

Teresa Allen

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Teresa Allen a recognized customer service expert for over 20 years, is owner of Common Sense Solutions, a customer service training and consulting firm focused on bringing profitable common sense customer service strategies to business organizations. Teresa Allen is author of two customer service books: Common Sense Service: Close Encounters on the Front Lines, and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. A thought leader in the world of customer service, Teresa is often asked to share her expertise as a customer service keynote speaker for business and association events across the U.S. and abroad. Her Get Common Sense Blog and timely customer service updates in social media are followed by thousands of customer service professionals worldwide. Teresa is a 2015 recipient of the Customer Service Training Practice of the Year Award from the International Stevie Awards for Sales and Customer Service.

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Guru #2

Joseph A. Michelli

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Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World Famous” Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.

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Guru #3

Jeanne Bliss

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Jeanne Bliss began her career at Lands’ End where she reported to founder Gary Comer and the company’s executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of the Lands’ End Customer Experience. In addition to Lands’ End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat. Jeanne now runs CustomerBliss http://www.customerbliss.com an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude’s Children’s Hospitals, Bombardier Aircraft and many others.

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Guru #4

Dennis Snow

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Dennis Snow is a Customer Service Keynote Speaker, Formerly with the Disney Institute, Business Author. Snow & Associates works with businesses, trade associations and executives who strive to be world-class service organizations. Dennis Snow and our associates give customized keynote addresses, workshops and training sessions geared toward moving companies forward into customer service excellence. Each program is designed to meet a client’s specific needs and growth area goals.

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Guru #5

Renee Evenson

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Renee Evenson is a business training consultant and writer specializing in organizational psychology in the workplace the roles and relationships between customers, employees, and management. Renee understands these roles and relationships well. During her fifteen year management career at BellSouth Telecommunications, her duties included customer service for the small business market; sales and marketing staff management; staff training and development; training material development; sales and incentive program development; team leadership development; and strategic planning. After leaving BellSouth, Renee drew on her expertise and translated her experience into a writing career. Her published books are: Customer Service 101: Basic Lessons To Be Your Best; Customer Service 201: Managing Your People To Be Their Best; Customer Service Training 101 2nd Ed.; Award-Winning Customer Service; Customer Service Management Training 101; Powerful Phrases for Effective Customer Service; and Powerful Phrases for Dealing with Difficult People. Renee has written numerous related magazine articles specializing in customer, employee, and management relations, she has been interviewed and featured in several print and radio media, and she has worked with businesses and colleges to create and edit specialized training courses.

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Guru #6

Kerry Bodine

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Kerry Bodine is an independent customer experience consultant with expertise in human-centered design, journey mapping, marketing, and branding. She helps executives co-create innovative products, services, and experiences that truly matter for their customers, for their employees, and for their business. Kerry Bodine’s ideas, analysis, and opinions appear frequently on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. Kerry Bodine contributes a regular column to Touchpoint, the journal published by the global Service Design Network, and she has keynoted customer experience, design, and marketing conferences around the world. Kerry Bodine believes that happy customers lead to happy shareholders. Her recent book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences and how their organizations must change in order to deliver them.

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Guru #7

Harley Manning

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Harley Manning founded Forrester’s customer experience research practice when he joined the firm in 1998. Today he leads a team of analysts that cover enterprise-level customer experience topics ranging from strategy to metrics and business models. A highly rated speaker with a love of the stage, Harley is the founder of Forrester’s annual Marketing Forum as well as its Customer Experience Forum, which he hosts and moderates. This year, the Customer Experience Forum drew a crowd of 1,300 attendees and became the firm’s largest event. Prior to joining Forrester, Harley spent 18 years designing and building interactive services for companies including Dow Jones, AT&T, the pioneering online service Prodigy, and Sears. He developed his love of research while he was at AT&T Bell Labs, where he was brought in to design user-friendly interfaces for inventions in the field of applied artificial intelligence.

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Guru #8

Ron Kaufman

For over two decades UP! Your Service Founder and Chairman Ron Kaufman has helped companies on every continent build a culture of uplifting service that delivers outstanding business results year after year. Making transformation his mission, Ron is one of the world’s most sought-after educators, consultants, business thought-leaders and motivational customer service keynote speakers on the topic of achieving superior service. Any business can say the customer is king, and many spend a lot of time and money on incremental service improvement. But Ron understands the only reliable way for a company to achieve and maintain a competitive edge is to build a culture that empowers every employee to surprise and delight customers and colleagues every day with truly uplifting service. Ron works with a successful clientele of government agencies and multinational corporations including Singapore Airlines, Xerox, Nokia Siemens, Marina Bay Sands and Changi Airport. He delivers powerful business insights and global best practices enabling organizations to gain a sustainable advantage through service. Ron’s methodology includes a set of proven service principles, leadership rules, culture-building blocks and implementation roadmaps that apply effectively across all industries and cultures. This methodology is easily customized to suit the unique needs of each organization, including all departments and team members from leadership to frontline. Ron is a columnist at Bloomberg Businessweek. He is the author of the New York Times bestseller Uplifting Service and 14 other books on service, business and inspiration. Ron has been featured in The Wall Street JournalThe New York Times, and USA Today. Ron’s proprietary architecture for building an uplifting service culture is now available in one comprehensive volume, Uplifting Service. Finally, leaders at all levels have a blueprint for making uplifting service a part of everything they are and everything they do.

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Guru #9

Don Peppers

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Don Peppers ecognized for more than 20 years as one of the world’s foremost thought leaders on customer-focused business strategies, Don Peppers is an acclaimed author and a founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer-centric management consulting firm. Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 most influential authorities on customer experience management; and in 2013, they were inducted into the Direct Marketing Association’s Hall of Fame. A top 100 “Influencer” on LinkedIn, Don has more than 260,000 followers for his regular blog posts on innovation, technology, customer experience and corporate culture. The Times of London listed him among their “Top 50 Business Brains,” while Accenture included him in its global list of the “Top 100 Business Intellectuals,” and the U.K.’s Chartered Institute for Marketing put him on its list of the “50 most influential thinkers in marketing and business today.” Peppers has written eleven books over the years, nine of them with Martha Rogers, creating a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages. His newest book. (2016) is Customer Experience: What, How, and Why Now, a collection of essays organized around the dynamics, rationale, and difficulties encountered in managing individual customer experiences. Peppers and Rogers are often credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), described by Business Week as the “bible of the new marketing,” and by Inc. Magazine’s managing editor as “one of the two or three most important business books ever written.” In 2016, Wiley publishers will release the third edition of Peppers’ and Rogers’ widely used graduate level textbook, Managing Customer Relationships: A Strategic Perspective, first published in 2004. Previously, Peppers was a celebrated new-business rainmaker in the advertising industry and the CEO of a top-20 direct marketing agency. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy, and a Master’s in public affairs from Princeton University’s Woodrow Wilson School. He is a competitive runner and a very happily married father of five.

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Guru #10

Chip Bell

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Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can put into practice the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges. He is considered a world-renowned authority on customer loyalty and service innovation, writing over 500 articles for many business journals, magazines, and blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine and Entrepreneur. He has authored seven best-selling books including: The 9 Principles of innovative Service, Wired and Dangerous: How Your Customers Have Changed and What to Do about It; Managing Knock Your Socks off Service; Customers As Partners; Magnetic Service; and Take Their Breath Away: How Imaginative Service Creates Devoted Customers. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. His books have won major awards and been endorsed by the CEO’s or president’s of such service greats as Zappos, Starbucks, Ritz-Carlton Hotels, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Chick-fil-A, Kimpton Hotels, and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders in North America. Global Gurus in 2014 ranked him the #1 keynote speaker in the world on customer service

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Guru #11

Lior Arussy

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Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine’s “2003 Influential Leaders” award and served as a juror on Fast Company’s Customer First Awards 2005. Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other companies. Mr. Arussy’s syndicated column Focus: Customer reaches over 600,000 readers worldwide every month. He is also the author of four books including Excellence Every Day: Make The Daily Choice (Information Today May, 2008) and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! (Wiley 2005) In addition, he has published over 50 articles in publications around the world including at the Harvard Business Review. His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.

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Guru #12

Lisa Ford

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Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service Going Beyond Good Service to Exceed the Customer’s Expectations. Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association. In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one about 200 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.

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Guru #13

Shep Hyken

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Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times, Wall Street Journal and USA Today bestselling business author of “Moments of Magic,” “The Loyal Customer,” “The Cult of the Customer” and “The Amazement Revolution.” He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

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Guru #14

Nicholas Webb

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Nicholas Webb is a world-renowned innovation thought leader and expert on customer experience design. His upcoming book “What Customers Crave” www.whatcustomerscrave.com/about-book/ outlines the new science of customer experience and how the worlds of innovation and customer experience design have now collided. As the CEO of Boomē www.whatcustomerscrave.com Nicholas provides customer experience strategy, insights and training to some of the top brands in the world including McDonald’s, Verizon, Gatorade, Blue Cross and Cisco just to name a few. Nicholas provides services to organizations across many industrial verticals including healthcare, guest services, call centers, retail, B2B and hospitality just to name a few. Nicholas is also one of the country’s top keynote speakers on the topic of customer experience and customer service. www.nickwebb.com

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Guru #15

Robert Spector

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Robert Spector is recognized worldwide as the ultimate authority on The Nordstrom Way to Customer Service Excellence. His best-selling business classic The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company is the first and only up-close and personal look at how this company became the national standard of customer service. BusinessWeek said it “bubbles with customer service insights.” In March 2012, a completely new edition of the book The Nordstrom Way to Customer Service Excellence: How to Become the Nordstrom of Your Industry was released. Please watch Robert’s author video to learn more about what’s new – for YOU – in the new edition. Robert has been involved in customer service since the age of 13, when he first went to work in his mother and father’s butcher shop in the farmers’ market in Perth Amboy, New Jersey. Working alongside his parents, he learned firsthand what it takes to take care of customers–and to keep them loyal. Those lessons inspired his latest book, The Mom & Pop Store, which features interviews with successful independent retailers from all over the world. Robert believes that the elements of world-class customer service are the same, whether they come from Spector’s Meat Market, Nordstrom, or Amazon.com, the subject of his international bestseller Amazon.com: Get Big Fast.

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Guru #16

Steve Curtin

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Steve Curtin has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world. As the Area Director of Training for the New York City market, Steve organized the training efforts at more than a dozen area hotels to successfully coordinate corporate-wide training initiatives. While at the NY Marriott Marquis, Steve worked with a team of Marriott executives to implement training that resulted in dramatic increases in employee and customer satisfaction scores. One such initiative titled The Basics was adapted from the Ritz-Carlton Gold Standards in 1998 and branded by Marriott headquarters to become a company-wide initiative involving more than 3,000 hotels. Since 1992, Steve has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. Steve has delivered over 600 presentations to more than 20,000 people.

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Guru #17

Micah Solomon

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Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.” -STEVE WOZNIAK, Apple co-founder MICAH SOLOMON, a well-known business leader, is a top business keynote speaker, strategist, and consultant on customer service, business growth, marketing, and is an expert on the customer experience and company culture for our digitally connected times. He is the author of the new bestseller “High-Tech, High-Touch Customer Service” among other books, and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.

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Guru #18

Peggy Carlaw

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Peggy Carlaw is the founder of Impact Learning Systems, a firm that helps businesses improve customer satisfaction and sales. She holds the belief that people intrinsically want to do a good job at work and her books, training programs, and consulting services are all geared toward helping employees develop the attitudes and skills to become more willing contributors. The result? Employees are more fulfilled, customers are better served, and business results improve .Peggy lives in San Luis Obispo, California. She has an MBA from the University of California, Irvine and a B.S. from California State Polytechnic University in Pomona, CA.

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Guru #19

John Tschohl

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John Tschohl is the guru when it comes to customer service, understanding and explaining how every interaction with a customer can help, or hinder, a company.John created many versions of Feelings and millions of people across the world used it to improve their customer service. In 1990, he changed the company name to Service Quality Institute. John started to develop other programs and then made an acquisition of the Advance Management Group. In 2004, he developed a 3-year service culture plan which is now over 60% of revenue. John Tschohl is the author of seven best-selling books, which are available in a wide variety of languages. Empowerment: A Way of Life. Achieving Excellence Through Customer Service now in its 8th version. Ca$hing In: How to Make More Money, Get a Promotion and Love your Job; The Customer is Boss; e:Service, Loyal for Life, and his latest book and training program, Moving Up.

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Guru #20

Bob Thompson

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Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and implement customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report Customer Experience Management: A Winning Business Strategy for a Flat World. Before starting his firm, Thompson worked in the IT industry for fifteen years. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. He earned a Bachelor of Science in Mathematics and an MBA at University of California, Irvine.

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Guru #21

Colin Shaw

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Colin has been recognized, by others, as a Thought Leader in Customer Experience. LinkedIn bestowed him the accolade of being one of the ‘World’s Top 150 Business Influencers’.  As a result, Colin now over 250,000 followers on LinkedIn. Brand Quarterly readers also voted him one of the ‘top 50 Marketing Thought Leaders Over 50’ for the last two years in a row. Colin has written six bestselling books on Customer Experience and without doubt, has helped shape the industry. He has made many appearances on TV and radio including CNN, BBC and NPR. He is Founder & CEO of Beyond Philosophy, one of the world’s leading Customer Experience consultancy & training companies. Under Colin’s leadership Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience including American Express, FedEx, and Caterpillar. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology. Colin is a renowned keynote speaker.

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Guru #22

Jeff Toister

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of two books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored 15 training videos on LinkedIn Learning (a.k.a. Lynda.com) including Customer Service Fundamentals and Leading a Customer-centric Culture. Jeff is a nationally-recognized training professional and holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

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Guru #23

Lori Jo Vest

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Lori Jo Vest is a Co-author of the customer service bestseller, Who’s your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan, Lori Jo Vest has been involved in relationship-based sales and customer service for over 20 years. An Emmy Award winning video producer, she has developed extensive marketing, sales and customer service expertise through her work in business-to-business sales and marketing positions. Working with Lori to enhance your sales, service and marketing efforts may be just the jumpstart your company needs to reach the next level of success. Lori consults with mid-sized and second stage businesses on methods to enhance their sales and customer service efforts through one-on-one awareness campaigns, methods for developing personal connection and custom strategies for long-term relationship building. An Emmy Award winning television producer, she can also help you engage your customers with video programs that get their attention, convey your unique brand attributes, and entertain them so they want to know more. Lori has been featured in several magazines and websites , including Prevention magazine, Ladies Home Journal Magazine, Kiplingers.com, the MasterCard Small Business website, the Lowe’s for Pros publication, and SmallBusinessReview.com.

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Guru #24

Steven Walden

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Steven Walden is a world leading customer experience expert, thought-leader, researcher, consultant, conference speaker and author with articles and research published in leading business journals (e.g., MRS Impact Magazine, IJMR, CNN, Forbes, Brand Strategy, Huffington Post). My passion is consumer psychology, brand and customer experience (CEM): designing experiences ‘outside-in’ that impact how customers think and feel. I have particular expertise in the psychology of emotions. I have won awards and best practice citations for creating research and consulting techniques that provide insight into a brands customer experience. This includes designs for emotional measurement, innovation, journey mapping and culture. Recognised as best practice (Forrester), these are used by leading firms across many sectors e.g., Pharma, Telecom, Banking, Travel, etc.

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Guru #25

Brad Worthley

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Brad Worthley is an accomplished business consultant with over 40 years of management experience. He is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people in a wide range of industries throughout the world since 1991. He has authored four books and produced numerous training videos and audio programs with experts such as Zig Ziglar, Jim Rohn, Brian Tracy, John Maxwell and others.Brad is always the highest rated speaker at any event in which he presents at and is best known for his signature session titled “Exceeding Customer Expectations” which is the title of his first book. This session was voted as one of the top two keynotes in the world.

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Guru #26

Bruce Temkin

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Bruce Temkin is a leading expert, consultant, and speaker on customer experience. He has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. He is also the Chairman and co-founder of the Customer Experience Professionals Association (www.CXPA.org). Bruce writes the popular blog Customer Experience Matters (ExperienceMatters.wordpress.com), where he regularly posts on topics such as customer experience, branding, and leadership. As managing partner of Temkin Group (www.TemkinGroup.com), Bruce leads the company’s research and consulting efforts dedicated to transforming customer experience within large organizations. Temkin Group also publishes ratings of companies, including its Temkin Experience Ratings (www.TemkinRatings.com). Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s B2B, financial services, eBusiness, and customer experience practices. He was the most-read analyst for 13 consecutive quarters. Bruce also created Forrester’s Customer Experience Index and Voice of the Customer Award. Combining humor and entertaining stories with deep customer experience insights, Bruce is a highly demanded public speaker. He regularly delivers keynote speeches at many corporate and industry events.

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Guru #27

Frank Eliason

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Frank Eliason , Citibank’s Senior Vice President of Social Media, has been described as the “most famous customer service manager in the U.S., possibly the world.” By expanding the reach of customer service via social media, and taking the simple approach of asking “Can we help?” he repositioned the relationship between Comcast and its customers. His efforts at Comcast inspired a global wave of innovation in the way businesses communicate and engage with their customers–using new communication channels to improve customer experience. Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast’s customers is one of the top case studies proving that social media can play a positive role for corporations. This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others. He is also one of the most sought-after thought leaders on social media and customer experience, and regularly participates in panels and speaking engagements. At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers–to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers. Prior to joining Comcast in 2007, Frank worked in customer Service management for Advanta Bank and Vanguard Investments. Frank is a board member for both the Council of Better Business Bureaus and SOCAP (Society of Consumer Affairs Professionals). He also serves on the advisory board for Drexel University’s Center for Corporate Reputation Management.

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Guru #28

Becky Carroll

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Becky Carroll is president and founder of Petra Consulting Group. The San Diego based management consultancy is focused on growing businesses through customer engagement, social media, and the customer experience. Her clients include Fortune 500 companies such as Verizon, HP, and Electronic Arts/EA as well as medium-sized corporations, executives, and non profits. Becky founded the company on the firm belief that the best way to achieve organic growth is to successfully build on a rock-solid customer base. Her focus has consistently been on customer loyalty and retention. Becky knows what it can mean for organizations to impact their bottom line through customer relationships. Becky is a highly-regarded international speaker and provides speeches ranging from keynotes to workshops to webcasts. She teaches at UC San Diego Extension on Marketing via Social Media. In addition, she is a social media contributor for the NBC San Diego Morning Show on KNSD TV. Becky authors the Customers Rock! blog, listed as #2 in the Top 20 customer service blogs. Becky’s book, The Hidden Power of Your Customers, will change the way you think about your customers. Find out how to grow your business using your existing customer base. Learn the principles that make Customers Rock! companies successful by using four key essentials to unlock the hidden power of your customers.

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Guru #29

Lynn Hunsaker

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Lynn Hunsaker is CEO of ClearAction consulting in customer experience metrics, employee engagement, actionability, and maturity roadmaps. She is author of three ehandbooks on Amazon Kindle: Innovating Superior Customer Experience, Metrics You Can Manage For Success, and Customer Experience Improvement Momentum. She designed the first online prep course for the CXPA’s certification exam, the first global study of B2B customer experience management practices, the first CX ROI maturity assessment, and the recently launched Marketing Future Forum. Her online course received the CXPA’s Authorized Resource & Training seal of approval. She led company-wide customer experience transformation teams for many years at Sonoco and Applied Materials. She is a Certified Customer Experience Professional, Certified Quality Manager, Professional Certified Marketer, and Certified MBTI Practitioner. She is past instructor of marketing and advertising at UC Berkeley Extension and San Jose State University, and past president of Silicon Valley American Marketing Association. Lynn is one of 17 members of the CXPA Customer Experience Experts panel and #1 Author of the Year 2015 at CustomerThink.

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Guru #30

Carol Buehrens

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Carol Buehrens has been constructing extraordinary customer experiences for over 30 years for major companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group Insurance Companies. Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “2012 CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, and the Liberty Mutual Star Award. A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also a Board Member of the San Diego Software Industry Council’s User Experience Business Interest Group (SDSIC-UX BIG), an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Adjunct Professor at California State University Fullerton.

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