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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 […]

Filed Under: Customer Service, Leadership, Uncategorized Tagged With: Business Process Management, customer experience, customer service, empowerment, Leadership, operations, service, Service Recovery

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

Did You Just Build Your Strategy on a Shaky Foundation?

By michaelpace on March 7, 2012 Let me tell you story. In 1974, the University of Massachusetts at Amherst completed building the W.E.B. Du Bois Library.  It’s a glorious 26 story, red bricked honor to education of the 25,000+ students of the university.  I believe it is still the tallest library in the United States.  […]

Filed Under: Customer Service, Leadership, posts, Uncategorized Tagged With: Business Process Management, Culture, customer experience, customer service, Data, Leadership, operations, Process, Talent, Technology, UMass, WEB Du Bois Library

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

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

Social Star Wars Saga Episode III: Revenge of the Sith

By michaelpace on November 10, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all of you fantastic nerds. Episode I: The Phantom Menace Episode II: Attack of the Clones I love what I do.  I […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: conferences, episode III, Leadership, marketing, operations, people, revenge of the sith, SCRM, Social Media, star wars, support, TED

Social Star Wars Saga Episode I: The Phantom Menace

By michaelpace on November 7, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you fantastic nerds. As I mentioned in my last video post, one of the most popular questions asked of me by […]

Filed Under: Customer Service, Leadership, People, posts, Social Media, Uncategorized Tagged With: conferences, customer experience, customer service, episode I, marketing, operations, phantom menace, Return on Investment, ROI, social business, Social Media, star wars, support

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

Does Bon Jovi know Customer Service & Social Business?

By michaelpace on July 28, 2011                                          Bon Jovi pontificating after a blown speaker fuse during their Boston show in March – image via @chickswguitars If you are like me, you probably do some of your best thinking in the shower or on your commute to work.  The other day, while doing a little commute dancing […]

Filed Under: Community, Customer Service, Fun, Leadership, Social Media, Uncategorized Tagged With: @chickswguitars, Bad Medicine, Bon Jovi, Boston, Community, Community Management, content, curation, customer experience, customer service, Fun, I'll Be There for You, I'll Sleep When I'm Dead, Just Older, knowledge management, Leadership, Livin' on Prayer, operations, social business, Social Media, support, Youtube

Stop operationalizing Social Customer Service (for now)

By michaelpace on May 8, 2011   Audience for this post: Customer Service Leaders, Call Center Leaders, Partners/Vendors, SCRM peeps, Social Media Consultants Not for: People who understand social business, social tools, and practice more than just daily   I love what I do.  I [attempt to] thrill customers who choose “alternative” channels to receive […]

Filed Under: Business Process Management, Customer Service, Leadership, People, Social Media, Uncategorized Tagged With: conferences, customer experience, customer service, Leadership, NECCF, operations, SCRM, social business, Social Media, TED, WFM, Workforce Management

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