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The Difference Between Extraordinary Adoption and Failure

In today’s world of cloud technology and apps, changing or upgrading systems has never been easier.  Whether you are changing from on-premise to cloud solution or providing your customers with a native app for their mobile device, much of the change is a simple as pointing your data to a new end point.  So why […]

Filed Under: Business Process Management, Change Management, Customer Service, Uncategorized Tagged With: change management, customer experience, customer service, Leadership

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

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 […]

Filed Under: Business Process Management, Community, Leadership, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: CMAD, Community, Community Management, Community Management Appreciation Day, empowerment, Leadership, marketing, social business, Social Media, Social Organization

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 […]

Filed Under: Business Process Management, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Business Process Management, conferences, Constant Contact, customer service, empowerment, HR, Human Resources, Leadership, learning, people, social business, Social Media, Social Organization

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 […]

Filed Under: Business Process Management, Leadership, People, posts, Social Organization, Uncategorized Tagged With: ADKAR, associate, BPM, Business Process Management, Leadership, people, social business, Social Organization

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 […]

Filed Under: Business Process Management, Customer Service, Leadership, Organizational Structure, posts, Uncategorized Tagged With: BPM, Business Process Management, customer experience, customer service, Leadership, Linchpin, priorities, project management, quadruple constraints, Seth Godin, talk, triple constraints, walk

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 […]

Filed Under: Business Process Management, Leadership, People, posts, Social Media, Uncategorized Tagged With: Attack of the Clones, bubble, Business Process Management, clones, conferences, customer service, Episode II, Leadership, social business, Socialnomics, star wars, support

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 […]

Filed Under: Business Process Management, Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: B2B, customer experience, customer service, Leadership, negative comments, Ownership, ROI, social business, Social Media, Social media ownership

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 […]

Filed Under: Business Process Management, Customer Service, Leadership, People, Social Media, Uncategorized Tagged With: conferences, customer experience, customer service, Leadership, NECCF, operations, SCRM, social business, Social Media, TED, WFM, Workforce Management

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 […]

Filed Under: Business Process Management, Leadership, posts, Social Media, Uncategorized Tagged With: Altimeter, BPM, Business Process Management, Jeremiah Owyang, Leadership, RACI, SCRM, social business, Social Media

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