A personal story: We were all a little excited, done being on a plane for four hours, and ready to get to vacationing. My son, girlfriend, and I finally had a chance to get away to Orlando for a short, long weekend. As a Customer Experience Consultant, my schedule can run hot or cold depending upon my […]
Snowballing Incredible Customer Experiences
“Life is like a snowball. The important thing is finding wet snow and a really long hill.” – Warren Buffett This article originally appeared in ICMI’s Social Media Resources. It is such a perfect simile. We’ve all had those moments, for good or for not-so-good, when our actions build upon the previous, and create either […]
Net Promoter Scoring is Asking the Wrong Question
By michaelpace on February 4, 2014 I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like blasphemy from a Customer Service professional. Too bad. I would not recommend a family member, friend, or colleague to blindly use Net Promoter Scoring to understand or forecast the retention of their […]
Customer Service Fortune Cookies for 2014 and Beyond
By michaelpace on December 16, 2013 Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2014. Note: The practice of adding “in bed” may or may not work with the following fortunes. Pacefucious say: Successful Customer Service leaders will be Customer Success Leaders Even now, Customer Success […]
Happy Holidays – I got you “How to Measure Social Media ROI”
By michaelpace on November 20, 2013 My friends and family think I am a bit “Grinchy” when it comes to the holidays. I say “Bah Humbug” to that. Today, I give you the best present I can possibly give someone working with social media tools and their senior management who want to understand if […]
The Art and Science of Customer Service Recovery
By michaelpace on November 5, 2013 “Customers do not expect you to be perfect. They do expect you to fix things when they go wrong” – Doug Porter while SVP at British Airways Remember that time a company did not meet your expectations, or something broke, or you received sub-par customer service, or you were […]
A Gift That Keeps Giving: Review of Chip R. Bell’s “The 9 1/2 Principles of Innovative Service”
By michaelpace on October 1, 2013 I can remember when Chip first changed my world. Almost a decade ago, I attended an intra-company process management conference with the hope I would not literally be bored to tears. Luckily, the conference was very well run and “edu-taining” as a whole. On the morning of the second […]
Boba Fett and the Value of Community Hurdles
By michaelpace on September 9, 2013 As a little man, Boba Fett was by far the coolest Star Wars character ever. He had a jet pack, wrist rockets, and an outfit designed with attitude. I never thought about it back then, but his outfit and weaponry was not all that made him cool. And it […]
#JobHunt Lessons Learned in Early Age of Social Business
By michaelpace on April 23, 2013 AOL, getting film developed, Blockbuster stores, paper maps, the classifieds, pay phones and phone books, fax machines, record stores, … AND how you searched for a job 3 years ago. If you don’t know what all these things have in common, put your flip phone down and hit pause […]
How to Get Promoted – for Managers and Reports
By michaelpace on April 2, 2013 Want to make your manager uncomfortable? Try one of these below out on them. “When am I going to get promoted?” “I’ve been in this position for two years, I should have been promoted by now.” “Why does <insert first and last name here> get promoted, and I get […]