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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

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

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

Boba Fett and the Value of Community Hurdles

By michaelpace on September 9, 2013 As a little man, Boba Fett was by far the coolest Star Wars character ever.  He had a jet pack, wrist rockets, and an outfit designed with attitude.  I never thought about it back then, but his outfit and weaponry was not all that made him cool.  And it […]

Filed Under: Community, Leadership, Social Media, Uncategorized Tagged With: Boba Fett, Community, Community Management, hurdles, social business, Social Media, star wars

Using Communities for Customer Support

By michaelpace on March 18, 2013 Overview: A majority of organizations are using some sort of community based support model or have considered doing such.  The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your […]

Filed Under: Community, Customer Service, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: Chad McMichael, Community, Community Management, Community Roundtable, content, customer service, Execs In The Know, marketing, people, social business, Social Media, Social Organization, The Community Roundtable

Community Manager: Help Yourself

By michaelpace on March 14, 2013 As Tom Jones says, “We are always told repeatedly The very best in life is free And if you want to prove it’s true Baby I’m telling you This is what you should do Just help yourself … ” Community Management is a new and exponentially growing career field.  […]

Filed Under: Community, Leadership, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, Leadership, Rachel Happe, social business, Social Organization, The Community Roundtable

Everyone can be a Community Manager & Happy Community Manager Appreciation Day

By michaelpace on January 28, 2013 If you are a “registered” or “titled” Community Manager, have a great Community Manager Appreciation Day – whether others folks in your company know it, we all love and appreciate your work.  Throughout the day, I have seen amazing content being produced and curated by a number of social […]

Filed Under: Business Process Management, Community, Leadership, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: CMAD, Community, Community Management, Community Management Appreciation Day, empowerment, Leadership, marketing, social business, Social Media, Social Organization

“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

It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012

Customer Service Fortune Cookies

By michaelpace on December 19, 2012 Before I let my crazy cousin Pacefucious make any predictions for 2013, we need to hold him accountable for his previous Confucius-like prophecies. Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2012. Note: The practice of adding “in bed” may […]

Filed Under: Community, Customer Service, Fun, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, customer experience, customer service, HR, Human Resources, Leadership, people, Prediction, SCRM, 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

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