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 […]
Community Manager: Help Yourself
By michaelpace on March 14, 2013 As Tom Jones says, “We are always told repeatedly The very best in life is free And if you want to prove it’s true Baby I’m telling you This is what you should do Just help yourself … ” Community Management is a new and exponentially growing career field. […]
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 […]
It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012
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 […]
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 […]
The Power of the Social Business – presentation
By michaelpace on September 5, 2012 Next Wednesday, October 10th, I will be in Miami, FL presenting The Power of the Social Business at the Contact Center Conference – Fall 2012 (Hashtag: #CCCon12). If you are attending as well, here is a sneak peek. If you are not attending, you should, but if it is […]
The Power of the Social Business – Why this is where your business needs to be
By michaelpace on September 26, 2012 If you have been consciously or unconsciously playing Buzzword Bingo around the office, the term social business has probably been at the center of your board. “We need to be a Social Business.” Or “I went to an event recently where everyone was talking about Social Business.” Or even […]
Social’s First Real Customer Service Centric Platform? Product Review: Social Dynamx
By michaelpace on May 13, 2012 “No social enterprise transformation strategy can succeed unless Customer Service plays a central role.” said Michael Maoz, Vice President and Distinguished Analyst for Customer Strategies research at Gartner. “Current structures are inadequate. The challenge for senior management is to engineer the necessary processes and technology changes that will allow […]
CH-CH-CH-CH-CHANGES or Leadership’s Most Underrated Skill
By michaelpace on April 23, 2012 It’s great to see a portion of the focus on social media technologies shift from shiny objects and how to market better to increasing the adoption of the tools and uses within the organization. The era of the Social Business or, as I prefer to call it, the Social […]
I discovered my Social Media ROI? Or How much is your personal development worth?
By michaelpace on March 30, 2012 I am not that big of a fan of the term “Social Business”. I love the broader concept of using social tools and networks to more effectively and efficiently achieve business goals. For a more […]