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 […]
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 […]
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. […]
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 […]