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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

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

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 – 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

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

Did You Just Build Your Strategy on a Shaky Foundation?

By michaelpace on March 7, 2012 Let me tell you story. In 1974, the University of Massachusetts at Amherst completed building the W.E.B. Du Bois Library.  It’s a glorious 26 story, red bricked honor to education of the 25,000+ students of the university.  I believe it is still the tallest library in the United States.  […]

Filed Under: Customer Service, Leadership, posts, Uncategorized Tagged With: Business Process Management, Culture, customer experience, customer service, Data, Leadership, operations, Process, Talent, Technology, UMass, WEB Du Bois Library

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

Social Star Wars Saga Episode II: Attack of the Clones

By michaelpace on November 9, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you fantastic nerds. Episode I: The Phantom Menace I was attending the social media track of conference, and went to the […]

Filed Under: Business Process Management, Leadership, People, posts, Social Media, Uncategorized Tagged With: Attack of the Clones, bubble, Business Process Management, clones, conferences, customer service, Episode II, Leadership, social business, Socialnomics, star wars, support

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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