The Pace of Service

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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

It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012

Customer Service Fortune Cookies

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 […]

Filed Under: Community, Customer Service, Fun, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, customer experience, customer service, HR, Human Resources, Leadership, people, Prediction, SCRM, social business, Social Media, Social Organization

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 […]

Filed Under: Community, Fun, Leadership, posts, Uncategorized Tagged With: Community, Community Roundtable, Grateful Dead, Lost, Movember, social business, Social Media, The Community Roundtable

Putting Social Media in Context or Don’t Hate the Tool, Hate the Carpenter

By michaelpace on February 20, 2012 They say frustration is the mother of invention.  This post is rooted in frustration.  My frustration lies with smart social strategists and users consistently doing the following: Making social media the objective Consistently bashing one social media tool versus another, whether it’s Google +, Pinterest, Twitter, Facebook, MySpace, Path, […]

Filed Under: Community, Fun, People, posts, Social Media, Uncategorized Tagged With: Carpenter, Community, Community Management, Darth Vader, Facebook, google, Leadership, MySpace, Pinterest, social business, Social Media, star wars, Tool, twitter

Strategy 2012: Random Acts of Connection

By michaelpace on January 19, 2012 At the beginning of every year, I sit down (usually at a cozy bar) and put my goals together for the coming year.  I have goals for my physical health, family, career, relationships, financial and self (things I want to do for me).  I crave structure with planning.  In […]

Filed Under: Community, Customer Service, Fun, People, posts, Social Media, Uncategorized Tagged With: Community, Community Management, connection, customer service, Dr. Suess, people, social business, support, The Community Roundtable

Does Bon Jovi know Customer Service & Social Business?

By michaelpace on July 28, 2011                                          Bon Jovi pontificating after a blown speaker fuse during their Boston show in March – image via @chickswguitars If you are like me, you probably do some of your best thinking in the shower or on your commute to work.  The other day, while doing a little commute dancing […]

Filed Under: Community, Customer Service, Fun, Leadership, Social Media, Uncategorized Tagged With: @chickswguitars, Bad Medicine, Bon Jovi, Boston, Community, Community Management, content, curation, customer experience, customer service, Fun, I'll Be There for You, I'll Sleep When I'm Dead, Just Older, knowledge management, Leadership, Livin' on Prayer, operations, social business, Social Media, support, Youtube

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