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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]