We’re Pleased to Announce: The Most Influential in Customer Service

The Customer Service community is a vibrant gathering of people focused on driving forward-thinking, customer-centric conversations in business today. These community members are dedicated to recognizing excellence in customer support and service, and pushing forward new ideas and ways to not only deliver excellent customer service, but also measure its impact both in traditional and social business terms.

Engaging and exceptional customer service is something that MindTouch is deeply committed to, not only via our awesome service team, but through our products as well.  Over the last couple of years, we’ve drawn from these leaders to inform on our product strategy, and it clearly shows, given the amazing response to our social knowledge base by our customers and peers.

With that type of influence and thought leadership, we thought it was suitable to frame our next “Most Influentials” list on this very important group.

What does it mean to be influential?

To us, it’s not just about how many followers you have on Twitter (one-dimensional) but your strength and influence you have in all corners of the Internet (multi-dimensional). For example, how passionate your followers are about the topics you share (do they re-post, share, comment?), how well you leverage new technology, your ideas and best practices that push the envelope and how you drive conversation to benefit the industry as a whole.

With that in mind, we compiled our rankings from a variety of multi-dimensional metrics to measure influence. Our formula consisted of a weighted average across a range of metrics including Alexa, Twitter, Klout, PeerIndex, socialmention (passion and strength), Twitalyzer and HowSociable. In addition to calculating out the Most Influentials using our own special algorithm, we asked for YOUR votes to name the Top 5 Most Influential in a recent poll. The outcome were astounding. With over 1,000 votes – we took the wisdom of the crowd and applied those results to our final list. Thank you to all those who voted and contributed to our final ranking!

The following infograph illustrates how much influence the individual has in relation to the other thought leaders. We published a few of the scores we considered for this ranking; Twitter followers, Klout and PeerIndex. These thought leaders were first scored for influence then compared to one another to create the top 25 ranking.

And the results…drum roll please…

Copy the code below to embed this infograph

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   <img alt="Top 25 Most Influential in Customer Service" src="http://mndt.ch/infograph-topcustserv" />

Congratulations to all those included on the list! You have proven that honest-to-goodness passion and smarts can lead to thought-leadership and influence within the customer service space. Thank you for influencing people and businesses, alike.

Follow the top 25 on Twitter with one click

Honorable mentions

Jeffrey J Kingman, Mark Fodor, Shaun Belding, Jeanne Bliss, Lynn Hunsaker, Gary Sherman, Janet Jozefak, Pratibha Rai, Aaron Silvers

Did we miss anyone? What did we get wrong? Please give us your thoughts by commenting below.

Are you one of the Top 25 “Most Influential in Customer Service”?

Add one of these badges to your site or blog to let people know that you are one of the most influential in Customer Service.

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MindTouch Most Influential Customer Service

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For the latest in Content Strategy, Documentation, andimage Customer Service, Follow MindTouch on Twitter or Follow Sarah Lieber on Twitter


  1. Thank so much for recognizing so many great friends and heroes of mine, Mindtouch. I appreciate the attention you bring to our collective work to drive customer centricity into the core of corporate culture. It's an honor to be included alongside so many I admire. Very grateful. – Tristan

    • You are very welcome Tristan. We've been following you and your work for quite awhile now and you're always sharing great ideas, stories and inspiring those around you. Your passion permeates throughout the CustServ community (and beyond) – we all look to you for thought-leadership, growth and innovation. Keep up with the awesome work and again, CONGRATS!

  2. This is just plain awesome, being in such great company. Thanks so much!

  3. Thank you Sarah! Just to be on this list with 24 people I respect and admirer so much is amazing! So what do we win? A toaster oven, case of Turtle Wax or trip to New Jersey? :) Kidding of course but seriously, thank you again!

  4. Honored and humbled to be included on the list. I find incredible value interacting with not only those on the list, but everyone else interested in customer service. Thank you for including me in the list!

  5. This is truly an honor, even to be considered for this list. To share the space with many of my favorite people on or offline makes it all the better. Mindtouch, Sarah, and to those who voted for me: thank you all very much!

    • Ted – you alongside all of the other people on this list have opened doors to ideas and conversations that may have otherwise been unheard. Thank you for being a thought-leader and devotee to this community. Your passion for your work does not go unnoticed. Congrats!!

  6. Very proud to be on this list – Thank you!
    The #custserv chat is a learning opportunity each time – there are so many great people sharing their knowledge.

  7. Congrats to EVERYONE on the list! Thank you so much. I'm honored to be on the list! I'll be cross posting this on my blog tomorrow! See you in #custserv

  8. As the others have stated more eloquently than I could, thanks and I'm highly honored to be included.

  9. What a wonderful honor and what a fantastic group of Customer Service advocates to be a part of. Thank you so much for including me. I greatly appreciate your Customer-focused contributions to our service community.

  10. I am very proud of Andrew Maher, one of the top 25! Andrew has been a " people person" since he was a young boy. I should know; I'm his mom! He's also tops as a son and father of 12-year-old triplet boys. He and Christina have been together for 20 years, so he must be doing something right at home, too. What a thrill for me!

    I am Kay Nolan

  11. I'm not a customer or cohort. I'm Andrew's mother.

  12. I am so honored to be on this list. And even have my Mom comment here as well. Just to be mentioned along with the others you have here is such a thrill. Thank you Sarah and Mindtouch. This goes a long way and the others here as well as the larger CustServ crowd are on a roll. We can succeed in making true differences.