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Snowballing Incredible Customer Experiences

“Life is like a snowball. The important thing is finding wet snow and a really long hill.” – Warren Buffett This article originally appeared in ICMI’s Social Media Resources. It is such a perfect simile. We’ve all had those moments, for good or for not-so-good, when our actions build upon the previous, and create either […]

Filed Under: Customer Service, posts, Social Media, Social Organization, Uncategorized Tagged With: Community Management, customer experience, customer service, cycles, knowledge management, Snowball, Social Media, virtuous

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

Happy Holidays – I got you “How to Measure Social Media ROI”

By michaelpace on November 20, 2013   My friends and family think I am a bit “Grinchy” when it comes to the holidays.  I say “Bah Humbug” to that.  Today, I give you the best present I can possibly give someone working with social media tools and their senior management who want to understand if […]

Filed Under: posts, Social Media, Uncategorized Tagged With: Community, Return on Investment, ROI, Skok, social business, Social Media

Usual, Great, and Future Leading Companies

By michaelpace on January 14, 2013   How Most Companies Sell & Add Value:                           How Great Companies Sell & Add Value:                                       How Future […]

Filed Under: Community, Customer Service, Leadership, posts, Uncategorized Tagged With: advocacy, awareness, Community, consideration, customer experience, customer service, flip the funnel, funnel, intent, loyalty, purchase, support

“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

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

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

Live Google+ Debate: Will Technology Kill the Call Center?

By michaelpace on October 15, 2012 Recently, I participated in an live Google+ debate hosted by Software Advice that asked, “Will Technology Kill the Call Center?” The research firm basically wanted to investigate trends in consumer contact channel utilization, technology and the impact of these trends on the future call center. The event featured a […]

Filed Under: Customer Service, posts, Social Media, Social Organization, Uncategorized Tagged With: Ashley Furniss, Community, customer experience, customer service, google, people, ROI, SCRM, social business, Social Media, twitter

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

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 […]

Filed Under: Customer Service, Organizational Structure, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Community, Community Management, Contact Center, Contact Center Association, Contact Center Conference, customer experience, customer service, Leadership, people, social business, Social Media, Social Organization, support

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