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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

Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave

By michaelpace on August 19, 2011 Ok, show of hands (and be honest, I can see you through your webcam), does your company provide social customer service through your actual customer service department? Or does Marketing handle it; or some other department or combo? During a webinar hosted by Jeremiah Owyang (a must follow) earlier […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: Altimeter, Constant Contact, customer experience, customer service, google, Hootsuite, ICMI, Jeremiah Owyang, Leadership, marketing, people, social, social business, Social Media, Socialnomics, support, tweetchat

Is your Social Media strategy RACI?

By michaelpace on May 10, 2011 I just did a Google search on the phrase “Who owns social media within organizations,” and was returned 3,160,000 results. Now I doubt there are more than 3 million different ways or opinions for a company to organize around social media, but it is obviously a hot topic. I […]

Filed Under: Business Process Management, Leadership, posts, Social Media, Uncategorized Tagged With: Altimeter, BPM, Business Process Management, Jeremiah Owyang, Leadership, RACI, SCRM, social business, Social Media

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