9 Must-Follow Social Customer Service Experts In 2017

November 10, 2016 Sofie De Beule, Content Marketing Specialist

11-9-2016-9-must-follow-social-customer-service-experts-2017Even though the use of social media for companies has matured, social customer service is still a relatively new, emerging field. As a result, businesses are continuously on the lookout for expert advice to help them keep up-to-date. Being a social customer service expert is more than creating thought leadership content around the topic, it’s living and breathing what the industry is about.

As 2016 is drawing to a close, business are planning for the year ahead and budgets are being shaped or rethought. Since businesses are making social customer service a short-term priority, here are 9 social customer service experts we recommend following.

1. Blake Morgan – Customer Experience Advisor & Speaker – @BlakeMichelleM

Blake Morgan is a customer experience advisor and frequent speaker who has worked with Intel, Verizon Wireless, Newmark Knight Frank Retail, One Medical, and more. She is a Forbes columnist and serves as the VP of Marketing for the Society of Consumer Affairs Professionals. She was ranked as #20 of the Top 50 ICMI Thought Leaders of 2015. She has written multiple eBooks on the social customer service topic. What’s more, she also frequently hosts webinars.

2. Martin Hill-Wilson – Customer Service & Customer Experience Consultant – @martinhw

As one of the few social customer service experts in the UK, Martin Hill-Wilson brings decades of experience to the table. That experience now helps him create customer engagement strategies and implement them for major businesses with his own company, Brainfood. His involvement in the very first contact center wave has shaped his experience. Martin regularly gets invited to speak at events or give training across the globe. In addition, he’s also co-author of ‘Delivering Effective Social Customer Service’, a must-read for businesses that want to implement social customer service in their organization.

3. Guy Stephens – Social Customer Care Consultant – @guy1067

Guy Stephens is a Social Customer Care Consultant at IBM. He was named one of Huffington Post’s Top 100 most social Customer Service professionals, as he regularly shares his expertise with his network on social media. Moreover, he’s co-founder of FutureCare.Today, a website and online resource for anything revolving around social customer service. He’s a must-follow blogger on LinkedIn on his forward-thinking approach to social customer service as wells as about his journey to understanding the behavior of customers. Lastly, he often makes bold statements about how companies are missing the boat with social customer service.

4. Natalie Petouhoff – Social Media ROI Industry Expert – @drnatalie

Natalie Petouhoff is Vice President and Principal Analyst at Constellation Research, a renowned analyst firm. She is globally recognized for her thought leadership as she’s frequently mentioned in one of the many ranking lists for the top social media, CRM, and digital professionals. As a leading researcher on topics related to customer retention, the connection between marketing and customer service, and leveraging big data and analytics to provide critical business insights, she has developed an ROI model for social customer service. Learn more about the value of social customer service in her eBook ‘The Economic Imperative of ROI for Social Customer Care’.

5. Bruce Temkin – CX Transformist, Managing Partner at the Temkin Group – @btemkin

Bruce Temkin is the Co-Founder and Chairman Emeritus of the Customer Experience Professionals Association (CXPA.org). He’s globally recognized as a customer experience transformist and has worked with hundreds of large organizations on defining and accelerating their customer experience journeys. At his company, the Temkin Group, he provides consultancy focused on enterprise-wide customer experience transformation and examines customer service.

6. Jay Baer – Social Media & Content Marketing Business Strategist – @jaybaer

For many customer service and marketing professionals, Jay Baer no longer needs an introduction. Jay is the president of Convince & Convert, a strategy-consulting firm specializing in social media, customer experience, and more. He is a renowned business strategist, keynote speaker and New York Times best-selling author who helps businesses globally to get and keep more customers. His Convince & Convert Media division owns the world’s number one content marketing blog and serves as the go-to resource to learn first-hand about emerging customer engagement trends, influencer marketing, and much more.

7. Shaun Smith – Customer Experience Consultant at Smith+Co – @ShaunSmith_CEM

Shaun Smith is a seasoned, thought-provoking Customer Experience Consultant and has defined much of the methodology around differentiating customer experience and adopting innovative, yet pragmatic approaches to CEM. He has a background in customer service as he began his career at British Airways, where he became Head of Customer Service, Sales, and Marketing Training worldwide. Backed up by his years of experience, he founded his own CEM consultancy firm, Smith+Co. He also co-author of multiple business book. His latest one is  ‘On Purpose, Delivering a Branded Customer Experience People Love’, a book that coaches brands on how to continuously anticipate and respond to changing needs of customers.

8. Adrian Swinscoe – Customer Experience & Customer Engagement Consultant – @adrianswinscoe

Adrian Swinscoe is an expert in Customer Engagement. He has worked as an independent consultant with hundreds of businesses in retail, travel, eCommerce, etc. to help improve profitability, customer service and growth through customer-centric strategies. He’s just published a new critically-acclaimed book called ‘How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing’ which features many social customer service tips and best practices to deliver a world-class customer experience.

9. Jeannie Walters – Chief Customer Experience Investigator & Founder of 360Connext – @jeanniecw

Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement, and social media. With over 15 years of experience as a CEM consultant, she regularly speaks and writes about these key topics. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. It’s Jeannie’s mission to help grow companies and have an impact on online conversions and customer loyalty.


Sofie De Beule is Content Marketing Specialist at Clarabridge. She helps establish Clarabridge as a thought leader for Social Customer Service and Customer Experience. Sofie’s an Engagor expert, Clarabridge’s best-in-class social customer service solution, inspiring brands on how to manage and get their social customer service program off the ground. Sofie holds a bachelor’s degree in Public Relations & International Marketing from Artevelde University College Ghent. Read more from Sofie on Twitter @sofiedbeule.