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 […]
Does Bon Jovi know Customer Service & Social Business?
By michaelpace on July 28, 2011 Bon Jovi pontificating after a blown speaker fuse during their Boston show in March – image via @chickswguitars If you are like me, you probably do some of your best thinking in the shower or on your commute to work. The other day, while doing a little commute dancing […]
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 […]
Social Customer Service – A completely different animal (associate)?
By michaelpace on June 12, 2011 For the last 30 years, traditional customer service recruiting, training, core skills and performance management have not changed dramatically. Service professionals and their management teams have been able to hone the delivery of customer needs through various channels. But are the same attributes that make a great traditional customer […]