The Pace of Service

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A Complete Voice of the Customer Program

What do my customers ……… Want Need Wish Crave Demand Desire Yearn For Require Fancy Hunger Have a hankering for    ? Simple questions with difficult answers.  Where do you get the answers?  Most would suggest going to the source, your customers, and I agree.  Many companies today utilize Voice of the Customer [VoC] programs to […]

Filed Under: Customer Service Tagged With: customer experience, customer experience management, customer service, Net Promoter Score, NPS, Social Media, VOC, voice of the customer

Why “Your Why” means everything in Customer Service

@NRA_Rifleman tweet

A personal story: We were all a little excited, done being on a plane for four hours, and ready to get to vacationing.  My son, girlfriend, and I finally had a chance to get away to Orlando for a short, long weekend. As a Customer Experience Consultant, my schedule can run hot or cold depending upon my […]

Filed Under: Customer Service, Uncategorized Tagged With: customer experience, customer experience management, customer service, dollar rental car, Net Promoter Score, NPS, simon sinek, Social Media, why

Net Promoter Scoring is Asking the Wrong Question

By michaelpace on February 4, 2014 I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like blasphemy from a Customer Service professional. Too bad. I would not recommend a family member, friend, or colleague to blindly use Net Promoter Scoring to understand or forecast the retention of their […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: customer experience, customer service, Leadership, Net Promoter Score, NPS, Trust

Customer Service Fortune Cookies for 2014 and Beyond

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 […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: Big Data, Community, Community Management, customer experience, customer service, customer success, fortune, fortune cookie, Leadership, Net Promoter Score, NPS, social business, Social Media

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 […]

Filed Under: Business Process Management, Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: behavioral scoring, BPM, Business Process Management, customer experience, customer service, customer success, Leadership, marketing, Net Promoter Score, NPS

“Well, it’s all about Trust”

By michaelpace on January 8, 2013 Last week my friend passed away.  He wasn’t only my friend; he was a peer, my manager, a career changer, a mentor, and overall great guy.  Larry (Streeter) and I had met up the Friday before Christmas to catch up and talk customer service and leadership shop.  As it […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Social Organization, Uncategorized Tagged With: associate, Community Management, Competency, customer service, Larry Streeter, Leadership, Net Promoter Score, NPS, people, Reliability, Sincerity, social business, Trust

Customer Service Needs a Romper Room Magic Mirror or Transparency is Innovation

By michaelpace on April 23, 2012 Magic Mirror, tell me today Did companies do as they say, I see Costco, Ritz Carlton, and Starbucks … Ah nostalgia.  If you grew up in the late 70’s and the 80’s, you probably remember Miss Molly and the show that was Romper Room.  At the end of every […]

Filed Under: Customer Service, Leadership, Organizational Structure, posts, Uncategorized Tagged With: associate, customer experience, customer satisfaction, customer service, Innovation, Leadership, Net Promoter Score, NPS, operations

5 Signs That Your Customer Service Sucks

By michaelpace on March 26, 2012 Talk to most any CEO, and they will tell you that they have great customer service.  They will tell you how proud they are of their service, and how important it is to their business objectives.  And it goes beyond C-Level executives.  Lots of people think their company provides […]

Filed Under: Customer Service, Leadership, People, Uncategorized Tagged With: absentee rate, benchmark, csat, customer experience, customer service, Leadership, Net Promoter Score, NPS, satisfaction, Social Media

Why NPS should stand for Near Pointless Scoring

By michaelpace on February 28, 2012 Just stop for a second and answer a question for yourself: Why are you measuring Net Promoter Score (NPS)? Does it provide you the best insight to your customer’s satisfaction? Maybe you read The Ultimate Question six years ago, and have found your silver bullet to customer service? Or […]

Filed Under: Customer Service, Leadership, posts, Social Media, Uncategorized Tagged With: Behavioral, behavioral scoring, customer experience, customer service, engagement, Leadership, marketing, Net Promoter Score, NPS, social graph, Social Media

How do you value the Customer Experience Executive role?

By Larry Streeter on October 19, 2011 A week or so ago, I was having a conversation with the SVP of Customer Service for a well known SaaS software company when the conversation turned to determining what value a Customer Experience Officer role would bring to their organization.  This was a company that clearly gets […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: CEM, customer experience management, customer service, customer support, Leadership, Net Promoter Score, NPS, operations, people, User Experience

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