By michaelpace on January 28, 2013 If you are a “registered” or “titled” Community Manager, have a great Community Manager Appreciation Day – whether others folks in your company know it, we all love and appreciate your work. Throughout the day, I have seen amazing content being produced and curated by a number of social […]
Usual, Great, and Future Leading Companies
By michaelpace on January 14, 2013 How Most Companies Sell & Add Value: How Great Companies Sell & Add Value: How Future […]
“Well, it’s all about Trust”
By michaelpace on January 8, 2013 Last week my friend passed away. He wasn’t only my friend; he was a peer, my manager, a career changer, a mentor, and overall great guy. Larry (Streeter) and I had met up the Friday before Christmas to catch up and talk customer service and leadership shop. As it […]
It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012
By michaelpace on December 19, 2012 Before I let my crazy cousin Pacefucious make any predictions for 2013, we need to hold him accountable for his previous Confucius-like prophecies. Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2012. Note: The practice of adding “in bed” may […]
My 3 All Time Favorite Communities (& Why)
By michaelpace on November 26, 2012 I’ve used a lot of analogies to help explain communities and community management to executives and business owners: – A community is not a sandbox for your customers to play in. Nothing grows in a sandbox. Think of it as a garden. A garden requires structure and planning, needs […]
Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Or Smart Use of Social Media for your Contact Center
By michaelpace on November 15, 2012 When I am speaking or consulting regarding Social Media Customer Support or Social Business, a few of my favorite questions that I almost always receive are: Who should own social media in a company? Should we be on Twitter, Facebook, LinkedIn, YouTube, blogs, and every network? There are so […]
Live Google+ Debate: Will Technology Kill the Call Center?
By michaelpace on October 15, 2012 Recently, I participated in an live Google+ debate hosted by Software Advice that asked, “Will Technology Kill the Call Center?” The research firm basically wanted to investigate trends in consumer contact channel utilization, technology and the impact of these trends on the future call center. The event featured a […]
The Power of the Social Business – presentation
By michaelpace on September 5, 2012 Next Wednesday, October 10th, I will be in Miami, FL presenting The Power of the Social Business at the Contact Center Conference – Fall 2012 (Hashtag: #CCCon12). If you are attending as well, here is a sneak peek. If you are not attending, you should, but if it is […]
The Power of the Social Business – Why this is where your business needs to be
By michaelpace on September 26, 2012 If you have been consciously or unconsciously playing Buzzword Bingo around the office, the term social business has probably been at the center of your board. “We need to be a Social Business.” Or “I went to an event recently where everyone was talking about Social Business.” Or even […]
Visual Service can be Proactive Customer Service
By michaelpace on August 8, 2012 We are living in a visual world, and I am visual girl (ummm guy). Even back then Madonna knew the importance of how visual we are as human beings. Whether it was provocative videos, suggestive stage acts, or pointy cone-shaped bras, she understands the impact of using “visual aids” […]