Every management book will tell you that you need to empower your associates. In many ways, it does make perfect sense; the more your associates can do the right thing for customers on their own, everyone wins. Customers get their issue resolved or the product they want with limited hassle. Your associates are more fulfilled […]
The 6 Common Traits of the Greatest Customer Experience Providers
In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how its more than just “Delivery > Expectations”, and how a great experience starts at the top of the companies funnel. The expectations provided during the Awareness, […]
Why Customer Success is the Future of Customer Service
Meal Kit Industry worth over $1.5 billion; Blue Apron Holding recently went public Top 5 SaaS companies – Salesforce, Microsoft, Adobe, Box, Amazon Web Services Ford, Porsche, Volvo, BMW, and Cadillac are offering drivers options to subscribe instead of lease Stitch Fix’s market cap is north of $2 billion Birchbox’s subscriber list has grown 1777% […]
What are you building? I’m building a [Customer Service] cathedral.
![What are you building? I’m building a [Customer Service] cathedral.](https://i2.wp.com/thepaceofservice.com/wp-content/uploads/2018/03/pantheon.jpg?fit=283%2C178&ssl=1)
What are you building? I’m building a [Customer Service] cathedral. Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve been building this wall for as long as I can remember. The work is monotonous. I work […]
Net Promoter Scoring is Asking the Wrong Question
By michaelpace on February 4, 2014 I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like blasphemy from a Customer Service professional. Too bad. I would not recommend a family member, friend, or colleague to blindly use Net Promoter Scoring to understand or forecast the retention of their […]
Customer Service Fortune Cookies for 2014 and Beyond
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 […]
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 […]