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 […]
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 […]
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 […]
I discovered my Social Media ROI? Or How much is your personal development worth?
By michaelpace on March 30, 2012 I am not that big of a fan of the term “Social Business”. I love the broader concept of using social tools and networks to more effectively and efficiently achieve business goals. For a more […]
The Next Innovation in Social will come from (wait for it) . . . HR
By michaelpace on October 3, 2011 No, not some hybrid formation of technology from Hashable and Radian6 or something of the like, good ol’ Human Resources. Yes, Human Resources. Of course, new technology will continue to flood our lives in alpha, beta and full rollout versions, but they are mostly all incremental changes or consolidation […]
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 […]
Exercising Responsible Freedom
By michaelpace on May 15, 2011 In 2008, I fell in love. No silly rabbit, not with the man playing the piano or even another woman, but with the phrase “Exercising Responsible Freedom”. I began to pattern my entire managerial style after this powerful phrase, and believe it is more relevant than ever in today’s […]