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 […]
How to Get Promoted – for Managers and Reports
By michaelpace on April 2, 2013 Want to make your manager uncomfortable? Try one of these below out on them. “When am I going to get promoted?” “I’ve been in this position for two years, I should have been promoted by now.” “Why does <insert first and last name here> get promoted, and I get […]
Using Communities for Customer Support
By michaelpace on March 18, 2013 Overview: A majority of organizations are using some sort of community based support model or have considered doing such. The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your […]
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 […]
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 […]
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 […]
Customer Service Needs a Romper Room Magic Mirror or Transparency is Innovation
By michaelpace on April 23, 2012 Magic Mirror, tell me today Did companies do as they say, I see Costco, Ritz Carlton, and Starbucks … Ah nostalgia. If you grew up in the late 70’s and the 80’s, you probably remember Miss Molly and the show that was Romper Room. At the end of every […]
Is it time to flip Customer Service on its side? – along with Marketing, Sales, Product, etc…
By michaelpace on february 15, 2012 I am not sure who originally designed how organizations should be aligned. Maybe it was the armies of the past, the mafia or some random Joe who gets no credit for how 99% of businesses are structured today. There is a Marketing Department, Sales, Customer Service, Product, IT, Human […]
How to Set Up a Social Customer Service Team
By michaelpace on January 25, 2012 Again this week I am attending and speaking at a Customer Service / Contact Center conference, and I am seeing lots of talk of companies interested in social media, but very few acting on it. I can understand the trepidation to jump in, and I am concerned for my […]