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 […]
“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 […]
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 […]
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 […]
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 […]
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 […]