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

“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 – 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

How to Develop Rockstars in Your Organization

Bon Jovi Boston 2011

By michaelpace on July 17, 2012 Over the past few months, I have acquired a tremendous amount of lessons learned for the job hunt, finding an opportunity you love, and uncovering if you will be a cultural fit.  I’ll document the best practices as soon as I am firmly landed.  In the meantime, I have […]

Filed Under: Leadership, People, posts, Uncategorized Tagged With: associate, development, HR, Human Resources, Leadership, people, personal development, rockstar, training, values

Social’s First Real Customer Service Centric Platform? Product Review: Social Dynamx

By michaelpace on May 13, 2012 “No social enterprise transformation strategy can succeed unless Customer Service plays a central role.” said Michael Maoz, Vice President and Distinguished Analyst for Customer Strategies research at Gartner.  “Current structures are inadequate. The challenge for senior management is to engineer the necessary processes and technology changes that will allow […]

Filed Under: Community, Customer Service, Social Media, Social Organization, Uncategorized Tagged With: associate, Community, Community Management, content, customer experience, customer service, SCRM, social business, Social Media, Social Organization

Customer Service Needs a Romper Room Magic Mirror or Transparency is Innovation

By michaelpace on April 23, 2012 Magic Mirror, tell me today Did companies do as they say, I see Costco, Ritz Carlton, and Starbucks … Ah nostalgia.  If you grew up in the late 70’s and the 80’s, you probably remember Miss Molly and the show that was Romper Room.  At the end of every […]

Filed Under: Customer Service, Leadership, Organizational Structure, posts, Uncategorized Tagged With: associate, customer experience, customer satisfaction, customer service, Innovation, Leadership, Net Promoter Score, NPS, operations

CH-CH-CH-CH-CHANGES or Leadership’s Most Underrated Skill

By michaelpace on April 23, 2012 It’s great to see a portion of the focus on social media technologies shift from shiny objects and how to market better to increasing the adoption of the tools and uses within the organization.  The era of the Social Business or, as I prefer to call it, the Social […]

Filed Under: Business Process Management, Leadership, People, posts, Social Organization, Uncategorized Tagged With: ADKAR, associate, BPM, Business Process Management, Leadership, people, social business, Social Organization

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

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

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