The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017

Happy New Year, everyone! We hope you achieved all your business goals in 2016 and are ready to make the new year an even greater one!

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely valuable for you to know who are the thought leaders to follow in 2017.

These professionals have a rich experience in the Customer Service and NPS world, frequently publish articles on the topics of “Do’s & Don’ts” and join the various discussions on LinkedIn. Hope you enjoy our list.

Named by The Economist as the “high priest” of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

Bruce Temkin helps large organizations improve business results by changing how they deal with customers. He is passionate about spotting emerging best practices and helping companies master them. As such, Bruce is very active on speaking about these topics in almost any forums. His blog frequently shares NPS best practices and recommendations, often based on studies by Temkin Group.

Be sure to follow him on Twitter! He is very active in sharing quick NPS tips.

Maurice retired from his position as VP of Customer Experience for HP Software in early 2016. He implemented the Net Promoter System comprehensively throughout their $4B business which had 13,000 employees. He sees the greatest NPS challenge as being the automatic analysis of the answers to the open questions. The thing he enjoys most is speaking at CX events. His three books on strategy and customer experience are due to appear in the first quarter of 2017.

You will often see Maurice jump into the various LinkedIn discussion groups on NPS.

Marsha Collier is an expert in technology, a radio host, and a Forbes Top 10 Influencer. Collier is the author of more than 40 books, including The Ultimate Online Customer Service Guide, as well as the founder of the #CustServ chat, a Twitter chat where participants share and discuss opinions, strategies, and best (and worst) practices in customer service. #CustServ has been running on Tuesday nights for more than five years.

Be sure to follow Marsha on Twitter!

In 2016 Russel was recognised by Microsoft as Customer Service Thought Leader. Huffington Post
also included him in the Top 100 of Customer Service Pros on Twitter. Through his work, Russel helps small businesses, government organizations, universities and others leverage communication to improve the customer experience, build brand awareness, add clients and increase revenue.

Russel Lolacher is also the host of The Upsell – a blog/podcast that helps businesses improve their reputation, build stronger relationships with customers and improve employee engagement.

Steve Curtin has two decades of customer service expertise in hotel operations and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world. Curtain’s book, Delight Your Customers, along with his tweets are both entertaining and useful to businesses striving to do better.

Ted Coiné is CEO of The Extraordinary Network, a group that is rewriting all the rules of influencer marketing by cutting out agency middlemen to work directly with B2B and luxury brands. Proud “bleeding heart capitalists,” he and his team have built support of a great cause into every for-profit campaign they undertake.

Top 100 Speaker and one of Business News Daily’s 15 Twitter Accounts Every Entrepreneur Should Follow, Ranked #1 authority on the Social CEO and #3 in the Future of Work, Ted is also a serial business founder and CEO.

Tim Hughes started blogging on Social Selling and sharing what he had learned through his various work experiences. His blog became to “the go” place for people wanting to learn and share knowledge on selling in a connected world. This led him to write the Amazon bestselling book “Social Selling – Influencing Buyers and Changemakers“.

Tim is very active on Twitter, sharing his customer service wisdom and has been ranked One of the Forbes Top 100 Social Sellers in 2014.

Ranked #1 on Global Gurus list of world’s Top Customer Service Experts, Teresa Allen has wowed audiences in customer service keynotes and customer service training programs across the U.S. and abroad for over 20 years.

Teresa is also author of “Common Sense Service: Close Encounters on the Front Lines” and co-author of “The Service Path“, books that provide great value to business leaders focused on customer-centricity.

Dan Gingiss is an elite strategic thinker leading cross-functional teams and integrating marketing and CX across multiple channels. His expertise is in digital marketing strategy, social media, customer service, rewards/loyalty programs and product management.

Dan is currently is the Head of Digital Marketing for a Fortune 100 Healthcare company where he champions the cause of social customer service and customer experience. He is an advocate for the power of good customer experiences and outstanding customer service. He is a #SocialFirst example and is extremely active on Twitter.

Dan is also the co-host of the Focus on Customer Service podcast, which can be found on Social Media Today, iTunes, Stitcher, and SoundHound.

Nancy is an executive leader experienced in building corporate revenue through a loyal and referenceable customer base. She has experience in developing Voice of the Customer programs, transforming organizations and increasing satisfaction and loyalty through differentiated customer experience. She’s an expert in managing customer service organizations.

Follow her on Twitter to keep track of her customer service recommendations.

Recognized as a leading contact/call center and CX expert, Colin has received 30 Awards for excellence in Contact Center Operations and Management on two continents. Colin was recently recognized at #5 in a global ranking of the Customer Service 100 and as a Top 50 Customer Experience Influencer.

An award-winning keynote presenter and coach, Garion has been inspiring, educating and empowering people and organizations around the globe with his “goal-setter, go-getter message.”His high-energy seminars on leadership, presentation skills, team-building and customer service excellence offer practical, impactful strategies for success that leave participants “fired-up” and fueled to tackle the business challenges of the workplace.



A serial entrepreneur, Ryan Holmes started his first business in high school, ultimately opening a string of ventures – from a pizza restaurant to a digital media agency – before starting Hootsuite in 2008. As founder and CEO, he has helped grow Hootsuite into the world’s most widely used social relationship platform, with 10-million-plus users, including 800 of the Fortune 1000 companies. Recognized as an authority on digital transformation, entrepreneurship and social media, Ryan shares his insights in Fortune, Fast Company and the Wall Street Journal and ranks as one of the top 20 global Influencers on LinkedIn and a leading CEO influencer on Facebook and Twitter.

Brad has more than twenty years experience in the Contact Center, CRM and Customer Service and Customer Experience domain. He has a wide range of experience in the industry from the vendor and customer side. An extensive knowledge of the enterprise software environment from a deep technical and broad business management perspective, Brad is also a leading proponent of Cloud based Services.

Brad was also selected as one of the top 60 Customer Experience Influencers worldwide by SAP.

Congratulations to this knowledgeable and diverse group of Customer Service & NPS innovators and thought leaders. We hope our readers have the opportunity to check out some of the work cited here — very impressive and useful stuff.

Finally, as you follow these 15 thought leaders, be sure to avoid common pitfalls in the NPS process by checking out our latest eBook below!


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Written by Cvetilena Gocheva

Cvetilena is the Digital Community Manager behind Her role is to help more businesses become aware of the Net Promoter Score (NPS) system, the means it offers to drive growth forward and the importance of benchmarking. She discovered her passion for community engagement while working in a start-up in the UK. Cvetilena has now moved to Amsterdam and spends most of her free time riding her new bike and exploring the city.

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