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 […]
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 […]
A Gift That Keeps Giving: Review of Chip R. Bell’s “The 9 1/2 Principles of Innovative Service”
By michaelpace on October 1, 2013 I can remember when Chip first changed my world. Almost a decade ago, I attended an intra-company process management conference with the hope I would not literally be bored to tears. Luckily, the conference was very well run and “edu-taining” as a whole. On the morning of the second […]
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 […]
Usual, Great, and Future Leading Companies
By michaelpace on January 14, 2013 How Most Companies Sell & Add Value: How Great Companies Sell & Add Value: How Future […]
It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012
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 […]
Live Google+ Debate: Will Technology Kill the Call Center?
By michaelpace on October 15, 2012 Recently, I participated in an live Google+ debate hosted by Software Advice that asked, “Will Technology Kill the Call Center?” The research firm basically wanted to investigate trends in consumer contact channel utilization, technology and the impact of these trends on the future call center. The event featured a […]
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 […]
The Power of the Social Business – Why this is where your business needs to be
By michaelpace on September 26, 2012 If you have been consciously or unconsciously playing Buzzword Bingo around the office, the term social business has probably been at the center of your board. “We need to be a Social Business.” Or “I went to an event recently where everyone was talking about Social Business.” Or even […]
Visual Service can be Proactive Customer Service
By michaelpace on August 8, 2012 We are living in a visual world, and I am visual girl (ummm guy). Even back then Madonna knew the importance of how visual we are as human beings. Whether it was provocative videos, suggestive stage acts, or pointy cone-shaped bras, she understands the impact of using “visual aids” […]