Customer service is a vital component of every business. It can often mean the difference between long-lasting growth and failure. In today's fast-paced economy, customer service leaders must stay on top of the latest ideas, trends, and technology that are enabling industries across all sectors. Customer service will only become more competitive as customers demand more personalized attention, and barriers to switching between companies are narrowing in many areas. Creating a personalized, engaging, and positive customer experience is just as important as quickly resolving customer complaints.
Fortunately, there are plenty of free and insightful resources designed to provide valuable information to businesses big and small. To give you a leg up on your customer service game, we've gathered 50 of the best customer service blogs that you should be reading. Be sure to check out a few of our favorite posts listed for each blog. Please note, the following customer service blogs are listed below in alphabetical order; they are not ranked or rated in any way.
1. Bill Quiseng
With over 30 years of experience in the luxury resort and club management, Bill Quiseng has a wealth of knowledge in customer service and customer experience. A recognized speaker and writer in the industry, Bill's blog is known for providing practical tips and inspiration for companies of all types to improve their customer service.
Three posts we like from Bill Quiseng:
- Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!
- Don't Confuse Customer Services with Customer Service
- In customer service, your people are NOT your most important asset
2. Chip R. Bell
Chip R. Bell is an active voice promoting customer loyalty and service innovation throughout the industry and is a frequent keynote speaker. Having written more than 700 columns and numerous books, Chip continues to share insights with a broad audience. On the blog, you can find regularly updated posts about innovative approaches to service.
Three posts we like from Chip R. Bell:
The ClientSuccess customer success software platform helps organizations track important metrics regarding their customer service teams and find ways to grow their customer base. Their blog has articles that explain how customer success leaders are impacting organizations and solving real business challenges.
Three posts we like from ClientSuccess:
- Why Customer Success Needs to Invest in Operations
- The Factors Your Customers Use to Make Decisions
- 5 Tips to Train Customers on New Product Updates
Jeanne Bliss is a foremost expert on customer-centric leadership and is the Founder and President of Customer Bliss. A vocal advocate of the Chief Customer Officer Role, Jeanne interviews industry experts on the Human Duct Tape Show podcast. You can find recent podcast interviews and articles about customer leadership and innovation on Jeanne's blog.
Three posts we like from CustomerBliss:
- Don't Make Customers Do Extra Work!
- Go Beyond Surveys to Understand Customers' Lives
- Acknowledge the Customer: Set the Tone With Your Greeting
Customer Centric Support promotes customer service as a goal to create engaging, innovative, and personalized service transactions. Nate Brown has developed this site into a valuable resource on a variety of CX topics and is a frequent speaker at events and workshops. Nate's posts draw from real-life experiences in the industry.
Three posts we like from Customer Centric Support:
- Customer Service at Sea
- Creating Quality Customer Service Interactions With DiSC
- Top Tips From ICMI Contact Center Demo
The Customer Service Life blog breaks down all aspects of customer service and customer experience. You can find articles about lousy customer service, excellent customer service, motivation, and everything in between. The writers, Jenny Dempsey and Jeremy Watkins, bring their diverse career experience to their posts and maintain an active and engaging site.
Three posts we like from Customer Service Life:
- The Subtle Differences Between Good and Bad Customer Service
- 3 Lessons Bill Murray Teaches Us About Customer Service
- Quality, Productivity, and Striking the Right Balance
Adam Toporek is a 3rd generation entrepreneur who brings a real-world background to the topic of customer experience. Adam is also the author of Be Your Customer's Hero. The blog is a mixture of customer service and experience insights, interviews with industry leaders, and book reviews that cover some of the leading ideas in customer experience today.
Three posts we like from Customers That Stick:
- 5 Sales Techniques that Work in Customer Service
- Customer Service Infographic: What Are the 7 Service Triggers?
- Your Customer's Emotional Triggers
CustomerThink has become a leading platform for business leaders who represent customer-centric enterprises. The website features a variety of articles, blogs, and interviews that highlight topics such as Customer Engagement, Leadership, and Customer Experience. You will also find recent news regarding technology and customer-centric business processes.
Three posts we like from CustomerThink:
- Five ways using workflow can improve the customer service experience
- Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media
- Customer Service Challenges the Industry Will Face in 2020 and Beyond
The blog of customer experience strategy consulting firm CX Journey Inc. has a lot to offer for readers interested in learning more about customer experience and service. The group is headed by Annette Franz, who is considered a top influencer in customer experience and remains an active voice in the community. Readers who visit the blog can read insights Annette shares from the team's customer strategy work.
Three posts we like from CX Journey:
- Surveys: Don't Believe Everything You Read
- 10 Ways to Socialize Customer Insights
- How CX is Shaping the Way We All Do Business
10. Dennis Snow
Dennis Snow is a full-time speaker, trainer, consultant, and author of the book Unleashing Excellence: The Complete Guide to Ultimate Customer Service. On the blog, Dennis shares wisdom from 20 years with the Walt Disney World organization and subsequent consulting and training activities with multiple large companies.
Three posts we like from Dennis Snow:
- Customer Empathy: Your Secret Weapon For World-Class Service
- How Important Is Customer Service To An Organization? Let's Look At The Proof
- 6 Strategies For Making Life Easier For Your Customers
Jeannie Walters is the CEO and Founder of Experience Investigators by 360Connext, a global Customer Experience consulting firm. Jeannie has been named one of the most influential leaders in the customer experience space and is a co-host of the popular Crack the Customer Code podcast. A very active writer on the blog, Jeannie also has frequent articles published in industry periodicals.
Three posts we like from Experience Investigators:
- How to Create the Most Spectacular Customer Service Disasters
- Customer Service & CX Leaders Make the Best Magic TOGETHER
- 3 Ways to Boost Your Customer Service Listening
The blog of Canadian cloud-based call center software Fonolo is a great source for customer service news, resources, and best practices. Their article topics go far beyond call and contact center practices and frequently include the latest insights into industry trends. You can follow their latest posts on Twitter, Linked-In, and the RSS feed for their blog.
Three posts we like from Fonolo:
- Best Practices For Integrating Messaging Into Your Customer Service Strategy
- Why Your Customer Service Strategy Should Include Online Chat
- Four Strategies to Help Your Team Resolve Customer Service Complaints Quickly
The American market research firm Forrester analyzes the impacts of technology on business processes across industries throughout the world. Their international locations give the company a broad perspective on customer experience, and there are many insightful and informative posts on their blog. Customer service is an active topic on the site giving insights into a variety of considerations.
Three posts we like from Forrester:
- Use RPA To Make Customer Service Agents More Effective
- Happy Agents Deliver Great Customer Service --- Here's How To Do It
- Emphasize Emotion In Your Holiday Customer Service
Google News is always a great resource for finding posts from blogs and websites around the world. Searching for "customer service" will give you the latest headlines from the past few days and link you to the top sources that may be useful for further reading. Using Google News is another great way to browse a lot of information in a short amount of time.
Three posts we like from Google News -- Customer Service:
- Deliver Exceptional Customer Service With These Essential Technology Products
- Paying Attention to Customer Service Pays Off
- Why Customer Service Should Be About Conversations, Not Tickets
Heart of the Customer is a journey mapping consultancy that provides toolkits, consulting services, and workshops to help businesses visualize their customer experience. The company was founded by Jim Tincher, who leads the organization, and their blog focuses on customer experience discussions, including case studies and the latest CX news from major companies.
Three posts we like from Heart of the Customer:
- Why Spirit Airlines' and Ryan Air's Customer Experience is Better than Yours
- Develop a Killer Metric to Drive CX Action
- How a 10-page Report Can Help You Win Your Customer
The blog of VoIP software provider HoduSoft is an excellent resource for the latest news in software development and call center operations. Their posts include detailed discussions about how software deployments can impact your call center and service team. Industries covered include healthcare, insurance, and transportation, giving a broad perspective on different environments.
Three posts we like from HoduSoft:
As a global leader in Customer Experience Management (CEM) solutions, iPerceptions provides software that helps companies understand their customer's intentions, needs, and expectations. They are experts in Voice of the Customer (VoC) activities, and their blog talks a lot about how to conduct customer feedback and research efforts effectively.
Three posts we like from iPerceptions:
- 4 Great TED Talks on the Power of Context in Data Analysis
- 10 Hurdles to Effective Voice of Customer Research (and how to clear them)
- Closing the Customer Feedback Loop: 6 Essential Elements You Need
The Inside Customer Service blog is maintained by employee performance company Toister Performance Solutions, Inc. The company's founder, Jeff Toister, is the author of the book The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Service. A nationally recognized employee training expert, Jeff frequently posts on the blog to share insights and recent learnings.
Three posts we like from Inside Customer Service:
- 7 Free Customer Service Training Ideas That Really Work
- How to Improve Customer Service with Process Mapping
- How to Be an Authentic Customer Service Leader
The Institute of Customer Experience (ICX) in Kenya supports a membership of corporate and individual members who share and promote customer service best practices and a culture of service excellence. ICX Kenya also acts as a forum for networking and development opportunities across industry segments, and their blog contains regular updates and news regarding their latest activities.
Three posts we like from the Institute of Customer Experience:
- Setting Customer Experience (CX) Goals
- Sustaining Customer Experience Excellence through Proactive Knowledge Management
- 2018 Customer Service Survey by Kenya Association of Bankers (KBA)
20. Inside Intercom
Intercom is a software company that provides a suite of customer messaging products for businesses. Their mission focuses on accelerating business growth through direct communication, and their blog, Inside Intercom, covers many important topics. In addition to company news, you will also find posts about marketing, customer support, product design, and engineering.
Three posts we like from Inside Intercom:
- Keeping cool when things heat up: how to support angry customers
- Automated customer service: how to make it personal
- Key strategies to successfully scale your customer support team
In The Chat (ITC) is an enterprise digital customer service platform, and their blog has a lot of great content for those looking for more industry insights. The site focuses heavily on omnichannel customer service situations with monthly posts that cover important themes for both software deployments and customer experience best practices.
Three posts we like from InTheChat:
- The Importance of Gender-Neutral Language for Customer Service
- Getting the right tone in customer service: some do's and don'ts
- An Epic Customer Service #Fail -- And its Solution
22. Jay Baer
Jay Baer is a world-renowned speaker and founder of digital strategy consulting firm Convince & Convert. One of Jay's recent books, Hug Your Haters, presents a detailed vision of modern customer service and customer experience techniques. On the blog, Jay shares the latest favorite resources, tips, and strategies for having meaningful conversations with customers and enlisting their support to help grow your business.
Three posts we like from Jay Baer:
- Why Customer Experience is the Ultimate Marketing Tool
- 4 Ways to Catapult Your Content Calendar
- How to Create a Content Marketing Strategy in 7 Easy Steps
23. Kate Nasser
Kate Nasser is known as The People Skills Coach and is the author of the book Leading Morale. Kate is a frequent contributor to industry journals on the topics of morale, employee engagement, teamwork, and customer experience. The subject of customer service is also an important topic on the blog, and Kate writes candidly with a focus on attitude and mindset as key ingredients for success.
Three posts we like from Kate Nasser:
- Thanking Customers w/ These Because of You Statements
- Customer Service Morale: 5 Key Leadership Steps
- Leaders, Great Employee Attitude is Essential, Not Negotiable
24. Keep | Grow
This blog was created as a forum to highlight the roles and processes related to customer success. Updates are infrequent on the site compared to some customer service blogs. That said, it is still a useful resource to browse for ideas that can have a positive impact on your team and operations. It is also a good place to help clarify the major customer success roles that are appearing in many organizations.
Three posts we like from Keep | Grow:
- The Playbook For Low-Touch Customer Success
- Ideas For Structuring Your Customer Success Team
- Best Practices For Onboarding Customers
25. Marsha Collier
Marsha Collier is an eBay expert and author of numerous books about social media and customer service, including The Ultimate Online Customer Service Guide. In addition to the video, radio, and other media content on the website, Marsha's blog offers insights into customer service in the online business world. It's a helpful perspective for internet entrepreneurs and corporate leaders to understand.
Three posts we like from Marsha Collier:
- Human Connections with Your Customers through the Marketing Experience Matrix
- Know Your Customers Expectations: #Millennials
- Why Bother About a Social Media Policy? Think Twice
26. Michael Redbord
Michael Redbord is the General Manager of Service Hub at HubSpot. Michael's blog on the company website is a valuable resource for customer service professionals. Years of experience working at Hubspot have given Michael a wide-ranging perspective on what it takes to build top-notch customer support teams and adopt a customer-centric approach to business.
Three posts we like from Michael Redbord:
- Customer Success vs. Customer Support vs. Customer Service: What's the Difference?
- What Is Inbound Customer Service?
- How to Invest in Your Customers
27. Myra Golden
Myra Golden conducts onsite and online training programs for customer service teams worldwide. Myra's approach to customer service is known for its focus on the soft elements of the experience, including sound, feel, and flow. Reading through the blog will give visitors a ton of ideas for enhancing communication skills and managing customer interactions effectively.
Three posts we like from Myra Golden:
- Enhance Your De-escalation Skills During Your Lunch Break!
- 3 Things I Know For Sure Motivate Customer Service Employees
- 3 Things to Know Before You Talk to Your Next Challenging Customer
28. Provide Support
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Provide Support delivers live-chat and real-time visitor monitoring software to websites. Their goal is to empower customer service teams with capabilities that can increase sales. You will find many helpful customer service tips on their blog, particularly for call-center environments that offer direct web-based chat with customers.
Three posts we like from Provide Support:
- 8 Best Ways to Obtain Customer Feedback [Infographic]
- How Not to Lose Customers in the Busy Holiday Season
- The Goals to Set For Your Customer Service Team
Return Customer is one of the websites of customer service advocate, author, and entrepreneur Joe Rawlinson. The blog contains book reviews and tips for building strong customer service practices into your small business. Joe focuses on fellow entrepreneurs and online business owners, offering practical advice that anyone can consider and implement.
Three posts we like from Return Customer:
- Statistics that Predict the Future of Customer Service
- Customer Service Approaches To Help Build Your Business
- 4 Customer Support Myths to Avoid
RingCentral is a complete, secure cloud phone system designed to scale from small businesses to large enterprises. Their team regularly shares posts on their blog with information on customer engagement and customer experience best practices. If you are interested in new approaches for integrating technology solutions into a customer service operation, you will be sure to find something useful here.
Three posts we like from RingCentral:
- 4 Benefits of an Integrated Contact Center Solution
- Using AI to Power Smart Automation of the Contact Center
- Why You Should Use a Cloud Contact Center Solution
The blog of industry-leading CRM platform Salesforce has a ton of content spread out over sections for sales, marketing, customer service, commerce, IT, and small business. There is also a category for customer service where you'll find the latest information about software innovations that are enabling a transformation of service practices in many industries. As an industry leader, Salesforce is a great resource to follow.
Three posts we like from Salesforce:
- Evolving Online Customer Service: What Your Company Needs To Know
- Our Guides for Connecting Commerce, Marketing, and Service
- How to Provide High-Touch Service With "Order on Behalf Of" Capability
The Service Quality Institute (SQI) has a mission of helping organizations improve staff performance by developing a culture of delivering superior customer service. The architect of the company is John Tschohl, who has been named the Guru of Customer Service by USA Today and Time Magazine. John and the SQI team regularly share their insights on the blog, covering key considerations for achieving world-class customer service.
Three posts we like from Service Quality Institute:
- The 6 Elements of Superior Service
- The Power of Great Service -- Chewy
- Why it's Almost Impossible to Implement a Service Culture Plan
33. Shep Hyken
Shep Hyken is a customer service and experience expert who is a frequent speaker and bestselling author. Shep shares posts, articles, and tips with his readers through the Customer Service Blog. The blog features a weekly roundup of Shep's five favorite customer service posts, where you can reference several timely expert insights in a single post.
Three posts we like from Shep Hyken:
- Live Up to a Higher Standard of Service
- 5 Top Customer Service Articles for the Week of October 7, 2019
- Yes is More Than an Answer. It's an Attitude!
34. Shaun Belding
Shaun Belding is a global expert on customer experience, customer service, and leadership who is the author of the book The Journey to Wow. In that latest book, Shaun discusses the journey an organization must take to achieve outstanding customer experience. Shaun is also a moderator of the Linked-In group Customer Service Champions, which has grown to over 108,000 members. The blog features highlights from the Customer Service Champions group discussion and other industry news and best practices.
Three posts we like from Shaun Belding:
- The ROI of customer service
- Customer Service Champions LinkedIn Update-Sept 25, 2019
- Outstanding Customer Service Starts With A Blink
Lincoln Murphy is a customer-centric growth consultant and a co-author of the book Customer Success. Lincoln focuses on optimizing the customer lifecycle, and the blog features sales acceleration, expansion, growth marketing, and customer engagement ideas. There are many informative articles to browse, and Murphy's popular newsletter is another great resource for customer service tips and ideas.
Three posts we like from Lincoln Murphy:
- Time to First Value (TTFV) is a Customer Onboarding Goal
- How to Know if Customers are Actually Ghosting you
- Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
Specialty Answering Service (SAS) is a 24-hour professional call center created to support small businesses. In business since 1985, SAS continues to innovate its call center technology and practices to keep up with industry needs and the latest capabilities. Their blog is an excellent resource for customer service knowledge, and they often feature posts with case studies and how-to guides.
Three posts we like from Specialty Answering Service:
- 3 Valuable Answering Service Reports You Should Be Looking At
- 11 Reasons Why A Business Isn't Answering It's Customer Service Line
- 8 Pieces of Answering Service Advice You Wish You Knew
37. Steve Digioia
Steve Digioia has spent over 20 years in the restaurant and hotel industry and has become a proven leader in customer service and customer experience training. Steve is also a frequent contributor to leading industry websites and magazines such as ICMI, Bizcatalyst 360, and CustomerThink.com. You'll find some insightful commentary on the blog where Steve shares knowledge and skills that are vital to excellent customer service.
Three posts we like from Steve Digioia:
- This is How You Can Tell You're a Customer Service Professional
- The Best Companies Do This Even When They Don't Have To
- You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry
SupportBee provides a support ticket system designed for collaborative customer support, including tools such as a shared inbox for customer support teams, knowledge base software, and customer portal software. As a leader in developing collaborative systems, we have a unique perspective on customer service workflows and specific use cases. Our blog is regularly updated with customer service tips, insights, and software innovations.
Three posts we like from SupportBee:
- 5 Ways Your Customer Service Team Can Handle Customer Complaints
- 10 Customer service skills that matter in the SAAS world
- Customer service interview questions that every hiring manager should ask
39. Support Driven
Support Driven is an online community of Customer Support advocates that has grown to over 5,500 members. The group shares tips and expertise through community activities, job postings, and featured events. Their members also share regular posts on the Support Drive blog with event updates and practical tips for customer-facing roles and operations.
Three posts we like from Support Driven:
- 4 Ways to Celebrate Customer Service Week
- Getting Our Stories Straight: How to Deliver Consistent Communication in an Omnichannel World
- Five Steps to Empowering Your Support Team to Make Better Decisions
SurveyGizmo has been supporting the survey needs of businesses since 2006. With such a deep history in market research and customer feedback, they take a leadership role in the use of technology to make informed business decisions. This experience extends to their blog, where you'll find tips and best practices that could have an impact on your customer service activities.
Three posts we like from SurveyGizmo:
- Providing Excellent Customer Service with Surveys
- How to bridge the gap between market research and brand development
- Lead Generation Survey Best Practices
With a large user base, SurveyMonkey continues to serve the needs of thousands of customers worldwide. Each day approximately 20 million questions are answered on their platform, and their suite of products is designed to help companies collect and understand data. On their blog, which they call Curiosity at Work, there are a ton of resources for conducting research, polling, and customer engagement.
Three posts we like from SurveyMonkey:
- 5 ways to use surveys at every stage of the customer experience to be a better marketer
- How 6 brands shine the spotlight on their customers to create websites that convert
- Storytelling with data: How to turn survey data into compelling narratives
John Patterson and Chip Bell are the authors of the book Take Their Breath Away. In the book, Patterson and Bell use real-world examples from customer-centric organizations to explain how to create unique customer experiences. The authors also co-host this blog by the same name, and their thoughtful posts are titled as questions that you should be considering. Their expertise lends itself to some great responses that are sure to provide some useful insights for your business.
Three posts we like from Take Their Breath Away:
- Are You Prepared To Handle A Customer Service Emergency?
- Are You "Loving Up" Your Customers?
- What Service Time Is Acceptable To Your Customers?
The Center for Client Research (TCFCR) provides research, training, and consulting services to organizations looking to improve their customer experience and service. The Founder and President of the organization, Richard R. Shapiro, regularly posts new content on their blog. A leading voice in the industry with over 30 years of experience, Shapiro shares insights based on TCFCR client work and the material from two books on customer loyalty.
Three posts we like from The Center for Client Retention:
- Beginning Client Communication Tips [8 Helpful Tips]
- 2019 Customer Experience Trends
- Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition
Based in the UK, The Customer Service Blog is written by Darren Bugg, a marketing and customer experience expert who specializes in customer loyalty and customer retention. Bugg draws from 25 years of experience working in the public and private sectors. Darren's posts have a highly personal feel and cover practical tips, advice, and news from the industry.
Three posts we like from The Customer Service Blog:
- 10 Great Customer Service Quotes
- 7 Tips to Deal with Poor Customer Service
- Is Loyalty Just Another Opportunity to Rip-off Your Customers?
The Taylor Reach Group is a Canadian consulting firm that provides services for contact centers and call centers. They offer strategic assessments for call/contact centers and are also known for their customer experience evaluations. In addition to their other training and research offerings, they also post regularly on their blog. There is a strong focus on customer service and experience as it relates to call and contact center activities.
Three posts we like from The Taylor Reach Group:
- Video Games Versus Customer Service
- Is it Time for Your Content Center Check Up?
- Metrics That Matter: Average Handle Time
46. Teresa Allen
Teresa Allen is the owner of Common Sense Solutions, a national customer service training and consulting firm. Teresa is also a professional speaker and author of two books, including Common Sense Service: Close Encounters on the Front Lines. There is not a lot of new content on the site, but the posts there are detailed and well structured. Teresa's attention to the front-line experience makes her posts unique and well worth a read.
Three posts we like from Teresa Allen:
- Adapting Service to Varied Generations
- The 4 Cs of Contact Center Customer Service
- Are You Meeting & Exceeding Customer Expectations?
ThinkGrowth.org is a HubSpot publication that is hosted on Medium and features stories, insights, and ideas to enable business growth. Given the broad scope, you will find a variety of topics on the blog, including technology updates, industry news, productivity tips, and business guides. There are some great posts relevant to customer service that you can find with a simple search.
Three posts we like from ThinkGrowth:
- How HubSpot's Customer Service Team Became a Profit Center (and How Yours Can Too)
- Two Models That Prove the ROI of Customer Service
- A Simple Framework to Guide Customer Support Responses
48. Tomasz Tunguz
Tomasz Tunguz is a venture capitalist at Redpoint Ventures and the author of Winning with Data. The blog is a unique and visual look at data across many corporate functions, including marketing, management, and sales. There is also a strong focus on startups and the best practices and data analysis trends that can enable smaller companies to scale effectively. Some of the posts discuss customer success and are very relevant to customer service activities.
Three posts we like from Tomasz Tunguz:
Uplifting Service is a consulting company that uses its Proven Path for Unleashing Unbelievable customer experiences. The founder, Ron Kaufman, helped create this framework and has explained the concepts through 15 books, including the bestseller, Uplifting Service. Kaufman and the team post regularly on their blog, covering topics such as service culture, service education, and voice of the customer.
Three posts we like from Uplifting Service:
- Building Internal Service Relationships and Employee Engagement: Challenge #3 of 5
- Top Take-Aways from 2019 Salesforce State of Service
- Questions & Answers on The Future of Service Excellence
Flavio Martins is a senior customer support executive and author of the book Win the Customer. On the blog, Martin talks about customer service as a competitive advantage. Martin also shares data and knowledge to help individuals and teams improve their customer interactions. Along with his team, Martin frequently talks about customer loyalty, which is also a core focus on the blog.
Three posts we like from WinTheCustomer: