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How to Set Up a Social Customer Service Team

By michaelpace on January 25, 2012 Again this week I am attending and speaking at a Customer Service / Contact Center conference, and I am seeing lots of talk of companies interested in social media, but very few acting on it.  I can understand the trepidation to jump in, and I am concerned for my […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: conferences, Contact Center Association, customer experience, customer service, Hootsuite, ICMI, IQPC, Leadership, operations, organization, people, ROI, SCRM, slideshare, social business, Social Media, Social Organization, TSIA, TSW

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

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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