The Pace of Service

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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

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

Are you Walking your Talk?

By michaelpace on December 15, 2011 As a member of the Board of Directors for the North East Contact Center Forum, I have the opportunity to speak with a number of Customer Service Managers, Directors and VP’s across multiple industries and geographies. The most common theme among these leaders is the intricate balancing act of […]

Filed Under: Business Process Management, Customer Service, Leadership, Organizational Structure, posts, Uncategorized Tagged With: BPM, Business Process Management, customer experience, customer service, Leadership, Linchpin, priorities, project management, quadruple constraints, Seth Godin, talk, triple constraints, walk

My Own Personal Intersection

By michaelpace on November 30, 2011 I started this blog because I believe there is true opportunity at the intersection of Customer Service, Social, Business Process Management and People Leadership.  I also believe I can help.  We work and live in the most fluid environment since the Industrial Revolution.  The more we can have thoughtful […]

Filed Under: Leadership, People, posts, Uncategorized Tagged With: BPM, Business Process Management, Constant Contact, customer experience, customer service, Leadership, people, social business, Social Media, values

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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