The Pace of Service

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Leaders: You Are Doing Empowerment All Wrong

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 […]

Filed Under: Customer Service, Leadership, Organizational Structure, People Tagged With: associate, customer experience, customer experience management, customer service, Leadership, people

What are you building? I’m building a [Customer Service] cathedral.

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 […]

Filed Under: Customer Service, Leadership, People Tagged With: cathedral, customer experience, customer satisfaction, customer service, foundation, start with why, stone masons, Strategy

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 […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: Big Data, Community, Community Management, customer experience, customer service, customer success, fortune, fortune cookie, Leadership, Net Promoter Score, NPS, social business, Social Media

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

#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 […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: HR, Human Resources, job hunt, Job Search, LinkedIn, PerkStreet, PerkStreet Financial

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 […]

Filed Under: Leadership, Organizational Structure, People, Uncategorized Tagged With: competencies, HR, Human Resources, influence, job specific skills, Leadership, people, promotion, results

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

“Well, it’s all about Trust”

By michaelpace on January 8, 2013 Last week my friend passed away.  He wasn’t only my friend; he was a peer, my manager, a career changer, a mentor, and overall great guy.  Larry (Streeter) and I had met up the Friday before Christmas to catch up and talk customer service and leadership shop.  As it […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Community Management, Competency, customer service, Larry Streeter, Leadership, Net Promoter Score, NPS, people, Reliability, Sincerity, social business, Trust

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

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 […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Social Organization, Uncategorized Tagged With: Altimeter, Business Process Management, Community, Community Management, Community Roundtable, conferences, customer experience, Edelman, Leadership, social business, Social Media, Social Organization

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