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#JobHunt Lessons Learned in Early Age of Social Business

By michaelpace on April 23, 2013 AOL, getting film developed, Blockbuster stores, paper maps, the classifieds, pay phones and phone books, fax machines, record stores, … AND how you searched for a job 3 years ago. If you don’t know what all these things have in common, put your flip phone down and hit pause […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: HR, Human Resources, job hunt, Job Search, LinkedIn, PerkStreet, PerkStreet Financial

How to Get Promoted – for Managers and Reports

By michaelpace on April 2, 2013 Want to make your manager uncomfortable?  Try one of these below out on them. “When am I going to get promoted?”  “I’ve been in this position for two years, I should have been promoted by now.”  “Why does <insert first and last name here> get promoted, and I get […]

Filed Under: Leadership, Organizational Structure, People, Uncategorized Tagged With: competencies, HR, Human Resources, influence, job specific skills, Leadership, people, promotion, results

It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012

Customer Service Fortune Cookies

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 […]

Filed Under: Community, Customer Service, Fun, Social Media, Social Organization, Uncategorized Tagged With: Community, Community Management, customer experience, customer service, HR, Human Resources, Leadership, people, Prediction, SCRM, social business, Social Media, Social Organization

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 […]

Filed Under: Business Process Management, Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Business Process Management, conferences, Constant Contact, customer service, empowerment, HR, Human Resources, Leadership, learning, people, social business, Social Media, Social Organization

How to Develop Rockstars in Your Organization

Bon Jovi Boston 2011

By michaelpace on July 17, 2012 Over the past few months, I have acquired a tremendous amount of lessons learned for the job hunt, finding an opportunity you love, and uncovering if you will be a cultural fit.  I’ll document the best practices as soon as I am firmly landed.  In the meantime, I have […]

Filed Under: Leadership, People, posts, Uncategorized Tagged With: associate, development, HR, Human Resources, Leadership, people, personal development, rockstar, training, values

Is it time to flip Customer Service on its side? – along with Marketing, Sales, Product, etc…

By michaelpace on february 15, 2012 I am not sure who originally designed how organizations should be aligned. Maybe it was the armies of the past, the mafia or some random Joe who gets no credit for how 99% of businesses are structured today. There is a Marketing Department, Sales, Customer Service, Product, IT, Human […]

Filed Under: Leadership, Organizational Structure, People, posts, Uncategorized Tagged With: Community, customer experience, customer service, HR, Human Resources, Leadership, marketing, operations, people, Sales, Socialnomics, values

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 […]

Filed Under: Leadership, Organizational Structure, People, Social Media, Uncategorized Tagged With: associate, Community, Dell, empowerment, Hashable, HR, Human Resources, John Hagel, Leadership, people, Radian6, social business, Social Media, Social Organization, values

Social Customer Service – A completely different animal (associate)?

social customer service

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 […]

Filed Under: Customer Service, Leadership, People, Social Media, Uncategorized Tagged With: animal, associate, content, curation, customer experience, customer service, HR, Human Resources, Leadership, people, social business, Social Media, support

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