The Pace of Service

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The Difference Between Extraordinary Adoption and Failure

In today’s world of cloud technology and apps, changing or upgrading systems has never been easier.  Whether you are changing from on-premise to cloud solution or providing your customers with a native app for their mobile device, much of the change is a simple as pointing your data to a new end point.  So why […]

Filed Under: Business Process Management, Change Management, Customer Service, Uncategorized Tagged With: change management, customer experience, customer service, Leadership

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, […]

Filed Under: Customer Service, Customer Success, Leadership, Uncategorized Tagged With: Community Management, customer experience, customer experience management, customer satisfaction, customer service, customer success, Leadership, marketing

Defining A Great Customer Experience – Starting at the Top

Remember a time you fell head over heels for someone.  Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it.  You might comment how they made you laugh or how they dressed or became suddenly shy ordering a cup of coffee at Starbucks.  […]

Filed Under: Customer Service, Marketing, Uncategorized Tagged With: customer experience, customer experience management, funnel, marketing

Why “Your Why” means everything in Customer Service

@NRA_Rifleman tweet

A personal story: We were all a little excited, done being on a plane for four hours, and ready to get to vacationing.  My son, girlfriend, and I finally had a chance to get away to Orlando for a short, long weekend. As a Customer Experience Consultant, my schedule can run hot or cold depending upon my […]

Filed Under: Customer Service, Uncategorized Tagged With: customer experience, customer experience management, customer service, dollar rental car, Net Promoter Score, NPS, simon sinek, Social Media, why

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

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 […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: customer experience, customer service, Leadership, Net Promoter Score, NPS, Trust

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

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 […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: Business Process Management, customer experience, customer service, empowerment, Leadership, operations, service, Service Recovery

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

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