The Pace of Service

  • Home
  • About
  • Consulting Services
  • Blog
  • Contact

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 […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: Big Data, Community, Community Management, customer experience, customer service, customer success, fortune, fortune cookie, Leadership, Net Promoter Score, NPS, social business, Social Media

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 […]

Filed Under: posts, Social Media, Uncategorized Tagged With: Community, Return on Investment, ROI, Skok, social business, Social Media

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 […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: Business Process Management, customer experience, customer service, empowerment, Leadership, operations, service, Service Recovery

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 […]

Filed Under: Customer Service, Fun, Leadership, People, Uncategorized Tagged With: Chip Bell, customer experience, customer service, Net Promoter Score

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 […]

Filed Under: Community, Leadership, Social Media, Uncategorized Tagged With: Boba Fett, Community, Community Management, hurdles, social business, Social Media, star wars

#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 […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: HR, Human Resources, job hunt, Job Search, LinkedIn, PerkStreet, PerkStreet Financial

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 […]

Filed Under: Leadership, Organizational Structure, People, Uncategorized Tagged With: competencies, HR, Human Resources, influence, job specific skills, Leadership, people, promotion, results

Using Communities for Customer Support

By michaelpace on March 18, 2013 Overview: A majority of organizations are using some sort of community based support model or have considered doing such.  The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your […]

Filed Under: Community, Customer Service, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: Chad McMichael, Community, Community Management, Community Roundtable, content, customer service, Execs In The Know, marketing, people, social business, Social Media, Social Organization, The Community Roundtable

Community Manager: Help Yourself

By michaelpace on March 14, 2013 As Tom Jones says, “We are always told repeatedly The very best in life is free And if you want to prove it’s true Baby I’m telling you This is what you should do Just help yourself … ” Community Management is a new and exponentially growing career field.  […]

Filed Under: Community, Leadership, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, Leadership, Rachel Happe, social business, Social Organization, The Community Roundtable

The Best Medicine for Customer Success – Prescription

By michaelpace on February 26, 2013 Take two of these every 4 hours for 5 days Go home and rest Drink plenty of fluids Make some chicken soup Take ibuprofen to reduce fever Gargle salt water for a sore throat Steam to loosen congestion Etc… We’ve all been there.  There is something wrong with our […]

Filed Under: Business Process Management, Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: behavioral scoring, BPM, Business Process Management, customer experience, customer service, customer success, Leadership, marketing, Net Promoter Score, NPS

« Previous Page
Next Page »

Want to stay in touch with the latest in Customer Service?

Sign Up Now
For Email Newsletters you can trust.

Post History

Keyword Search

Get Social

  • LinkedIn
  • Phone
  • Twitter

Copyright © 2023 · Agency Pro on Genesis Framework · WordPress · Log in

 

Loading Comments...