The Pace of Service

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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

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

The Best Twitter Advice I Ever Received

By michaelpace on September 12, 2011 For the past couple years, much of the chatter and content on/in social networks has been about authenticity, trust, and not being “all about you”.  I am a big promoter of this philosophy, and truly believe this type of open content is the cream that will rise to the […]

Filed Under: about, People, Social Media, Social Organization, Uncategorized Tagged With: Balance, Community Roundtable, Constant Contact, content, curation, social business, Social Media, Trust, twitter

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

Shocker: Great Customer Service is not for everyone

By michaelpace on July 18, 2011 Great Customer service is not for everyone. There I said it.  My fellow customer service leaders may hate me for saying it, but it is true. After reading a great post on B.L. Ochman’s blog “Google’s missing link: customer service. It has none.”, we began engaging in a conversation […]

Filed Under: Customer Service, Leadership, Organizational Structure, Uncategorized Tagged With: @whatsnext, BL Ochman, BP, CNNMoney, Constant Contact, customer experience, customer service, Exxon, Good to Great, google, hedgehog, IBM. Apple, Jim Collins, Leadership, Microsoft, social business, Walmart

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

Can Location Based Services provide the next great WOW Customer Service Moment?

By michaelpace on July 6, 2011 While sitting on the white sand beaches of Cancun last week*, I was thinking about Foursquare’s announcement that they have reached 10,000,000 users.  10 MILLION users is not chump change.  Now when you include other Location Based Services like Facebook Places (30-40M+), SCVNGR (1M+) and Gowalla (~2M), and then […]

Filed Under: Customer Service, Leadership, Organizational Structure, Social Media, Uncategorized Tagged With: aaronstrout, Constant Contact, CTCTHelp, customer experience, customer service, Foodspotting, Foursquare, GetGlue, Gowalla, Hootsuite, Instagram, LBM4D, LBS, Leadership, Location Based Services, Mitch Joel, retail, SaaS, schneidermike, SCVNGR, social business, Social Media, Soundtracking, Tumblr, WOW

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