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 […]
Everyone can be a Community Manager & Happy Community Manager Appreciation Day
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 […]
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 […]
CH-CH-CH-CH-CHANGES or Leadership’s Most Underrated Skill
By michaelpace on April 23, 2012 It’s great to see a portion of the focus on social media technologies shift from shiny objects and how to market better to increasing the adoption of the tools and uses within the organization. The era of the Social Business or, as I prefer to call it, the Social […]
Are you Walking your Talk?
By michaelpace on December 15, 2011 As a member of the Board of Directors for the North East Contact Center Forum, I have the opportunity to speak with a number of Customer Service Managers, Directors and VP’s across multiple industries and geographies. The most common theme among these leaders is the intricate balancing act of […]
Social Star Wars Saga Episode II: Attack of the Clones
By michaelpace on November 9, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you fantastic nerds. Episode I: The Phantom Menace I was attending the social media track of conference, and went to the […]
4 Fast Social Customer Service Answers to Big Questions
By michaelpace on October 31, 2011 I am finally settled in after a whirlwind conference tour talking with lots of Contact Center, Technology and Customer Service leaders. Over the course of the last month, a few common questions kept popping up: Is there positive ROI in Social Customer Service? Who should own Social Media? How […]
Stop operationalizing Social Customer Service (for now)
By michaelpace on May 8, 2011 Audience for this post: Customer Service Leaders, Call Center Leaders, Partners/Vendors, SCRM peeps, Social Media Consultants Not for: People who understand social business, social tools, and practice more than just daily I love what I do. I [attempt to] thrill customers who choose “alternative” channels to receive […]
Is your Social Media strategy RACI?
By michaelpace on May 10, 2011 I just did a Google search on the phrase “Who owns social media within organizations,” and was returned 3,160,000 results. Now I doubt there are more than 3 million different ways or opinions for a company to organize around social media, but it is obviously a hot topic. I […]