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

Snowballing Incredible Customer Experiences

“Life is like a snowball. The important thing is finding wet snow and a really long hill.” – Warren Buffett This article originally appeared in ICMI’s Social Media Resources. It is such a perfect simile. We’ve all had those moments, for good or for not-so-good, when our actions build upon the previous, and create either […]

Filed Under: Customer Service, posts, Social Media, Social Organization, Uncategorized Tagged With: Community Management, customer experience, customer service, cycles, knowledge management, Snowball, Social Media, virtuous

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

Happy Holidays – I got you “How to Measure Social Media ROI”

By michaelpace on November 20, 2013   My friends and family think I am a bit “Grinchy” when it comes to the holidays.  I say “Bah Humbug” to that.  Today, I give you the best present I can possibly give someone working with social media tools and their senior management who want to understand if […]

Filed Under: posts, Social Media, Uncategorized Tagged With: Community, Return on Investment, ROI, Skok, social business, Social Media

Boba Fett and the Value of Community Hurdles

By michaelpace on September 9, 2013 As a little man, Boba Fett was by far the coolest Star Wars character ever.  He had a jet pack, wrist rockets, and an outfit designed with attitude.  I never thought about it back then, but his outfit and weaponry was not all that made him cool.  And it […]

Filed Under: Community, Leadership, Social Media, Uncategorized Tagged With: Boba Fett, Community, Community Management, hurdles, social business, Social Media, star wars

Using Communities for Customer Support

By michaelpace on March 18, 2013 Overview: A majority of organizations are using some sort of community based support model or have considered doing such.  The question is, are you seeing the results and cultivating real relationships with your customers? It is known customer communities can be an incredible source of support, for both your […]

Filed Under: Community, Customer Service, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: Chad McMichael, Community, Community Management, Community Roundtable, content, customer service, Execs In The Know, marketing, people, social business, Social Media, Social Organization, The Community Roundtable

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 […]

Filed Under: Business Process Management, Community, Leadership, Organizational Structure, Social Media, Social Organization, Uncategorized Tagged With: CMAD, Community, Community Management, Community Management Appreciation Day, empowerment, Leadership, marketing, social business, Social Media, Social Organization

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

My 3 All Time Favorite Communities (& Why)

By michaelpace on November 26, 2012 I’ve used a lot of analogies to help explain communities and community management to executives and business owners: –    A community is not a sandbox for your customers to play in.  Nothing grows in a sandbox.  Think of it as a garden.  A garden requires structure and planning, needs […]

Filed Under: Community, Fun, Leadership, posts, Uncategorized Tagged With: Community, Community Roundtable, Grateful Dead, Lost, Movember, social business, Social Media, The Community Roundtable

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