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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 […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: conferences, Contact Center Association, customer experience, customer service, Hootsuite, ICMI, IQPC, Leadership, operations, organization, people, ROI, SCRM, slideshare, social business, Social Media, Social Organization, TSIA, TSW

20 minutes is too long for Twitter Customer Service

By michaelpace on December 20, 2011 Recently, I read an interesting post from Simply Measured about @HyattConcierge Twitter Customer Service metrics.  The article started the brain flywheel spinning with thoughts on what do customers see as acceptable and superior service levels.                Which tweets or social posts should be replied to?                How quickly should […]

Filed Under: Customer Service, Leadership, Organizational Structure, Social Media, Uncategorized Tagged With: customer experience, customer service, expectations, Hyatt, Hyattconcierge, Leadership, service level, Simply Measured, SLA, social business, social customer service, Social Media, twitter

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

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

How do you value the Customer Experience Executive role?

By Larry Streeter on October 19, 2011 A week or so ago, I was having a conversation with the SVP of Customer Service for a well known SaaS software company when the conversation turned to determining what value a Customer Experience Officer role would bring to their organization.  This was a company that clearly gets […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: CEM, customer experience management, customer service, customer support, Leadership, Net Promoter Score, NPS, operations, people, User Experience

The Next Innovation in Social will come from (wait for it) . . . HR

By michaelpace on October 3, 2011 No, not some hybrid formation of technology from Hashable and Radian6 or something of the like, good ol’ Human Resources.  Yes, Human Resources. Of course, new technology will continue to flood our lives in alpha, beta and full rollout versions, but they are mostly all incremental changes or consolidation […]

Filed Under: Leadership, Organizational Structure, People, Social Media, Uncategorized Tagged With: associate, Community, Dell, empowerment, Hashable, HR, Human Resources, John Hagel, Leadership, people, Radian6, social business, Social Media, Social Organization, values

Shocker: Great Customer Service is not for everyone

By michaelpace on July 18, 2011 Great Customer service is not for everyone. There I said it.  My fellow customer service leaders may hate me for saying it, but it is true. After reading a great post on B.L. Ochman’s blog “Google’s missing link: customer service. It has none.”, we began engaging in a conversation […]

Filed Under: Customer Service, Leadership, Organizational Structure, Uncategorized Tagged With: @whatsnext, BL Ochman, BP, CNNMoney, Constant Contact, customer experience, customer service, Exxon, Good to Great, google, hedgehog, IBM. Apple, Jim Collins, Leadership, Microsoft, social business, Walmart

Straight from the Unicorn’s Mouth

By michaelpace on July 11, 2011 “How do you guys do Social Media Customer Service and do it well?” I might be paraphrasing, but that is probably the most common question that has been asked of me during the past 2 years at Customer Service and Call Center conferences.  In this post, I thought I […]

Filed Under: Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: associate, Community, Community Management, conferences, Constant Contact, Constant Contact Community, content, CTCTHelp, curation, customer experience, customer service, empowerment, Klout, Leadership, people, social business, social influence, Social Media, support, Tiffany & Co., Trust, unicorn, Zappos

Can Location Based Services provide the next great WOW Customer Service Moment?

By michaelpace on July 6, 2011 While sitting on the white sand beaches of Cancun last week*, I was thinking about Foursquare’s announcement that they have reached 10,000,000 users.  10 MILLION users is not chump change.  Now when you include other Location Based Services like Facebook Places (30-40M+), SCVNGR (1M+) and Gowalla (~2M), and then […]

Filed Under: Customer Service, Leadership, Organizational Structure, Social Media, Uncategorized Tagged With: aaronstrout, Constant Contact, CTCTHelp, customer experience, customer service, Foodspotting, Foursquare, GetGlue, Gowalla, Hootsuite, Instagram, LBM4D, LBS, Leadership, Location Based Services, Mitch Joel, retail, SaaS, schneidermike, SCVNGR, social business, Social Media, Soundtracking, Tumblr, WOW

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