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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

“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

The Best Twitter Advice I Ever Received

By michaelpace on September 12, 2011 For the past couple years, much of the chatter and content on/in social networks has been about authenticity, trust, and not being “all about you”.  I am a big promoter of this philosophy, and truly believe this type of open content is the cream that will rise to the […]

Filed Under: about, People, Social Media, Social Organization, Uncategorized Tagged With: Balance, Community Roundtable, Constant Contact, content, curation, social business, Social Media, Trust, twitter

Straight from the Unicorn’s Mouth

By michaelpace on July 11, 2011 “How do you guys do Social Media Customer Service and do it well?” I might be paraphrasing, but that is probably the most common question that has been asked of me during the past 2 years at Customer Service and Call Center conferences.  In this post, I thought I […]

Filed Under: Community, Customer Service, Leadership, Organizational Structure, People, posts, Social Media, Uncategorized Tagged With: associate, Community, Community Management, conferences, Constant Contact, Constant Contact Community, content, CTCTHelp, curation, customer experience, customer service, empowerment, Klout, Leadership, people, social business, social influence, Social Media, support, Tiffany & Co., Trust, unicorn, Zappos

Exercising Responsible Freedom

By michaelpace on May 15, 2011 In 2008, I fell in love.  No silly rabbit, not with the man playing the piano or even another woman, but with the phrase “Exercising Responsible Freedom”.  I began to pattern my entire managerial style after this powerful phrase, and believe it is more relevant than ever in today’s […]

Filed Under: Customer Service, Leadership, People, Uncategorized Tagged With: agent, Chip R Bell, customer experience, customer service, empowerment, Exercising, Leadership, Responsible, Responsible Freedom, social business, Trust

Stop talking about TRUST, measure it

By michaelpace on May 1, 2011 This post is a piggy-back from Christine Perkett’s (@missusP) written thoughts after her discussion panel at the Social Media and Communities 2.0 Strategies conference, go to PerkettPRsuasion.com for more of the original conversation. The topic of TRUST has been a personal soapbox item recently. I read 30-40 blog posts […]

Filed Under: Community, Leadership, Social Media, Uncategorized Tagged With: @missup, Community, Community Management, Leadership, social business, Social Media, Social Media & Community 2.0 Strategies, Trust, values

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