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...
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Live Google+ Debate: Will Technology Kill the Call Center?
By michaelpace on October 15, 2012 Recently, I participated in an live Google+ debate hosted by Software Advice that asked, “Will Technology Kill the Call Center?” The research firm basically wanted to...
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Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous...
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...
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It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for...
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...
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“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...
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Usual, Great, and Future Leading Companies
By michaelpace on January 14, 2013 How Most Companies Sell & Add Value: How Great Companies Sell & Add Value: How Future...
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The Best Medicine for Customer Success – Prescription
By michaelpace on February 26, 2013 Take two of these every 4 hours for 5 days Go home and rest Drink plenty of fluids Make some chicken soup Take ibuprofen to reduce fever Gargle salt water for a sore...
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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...
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And the Winner is ….
By michaelpace on April 18, 2013 Drum roll please … And the Winner is … Ladies and Gentlemen we have a tie, a three way tie. The winner of an amazing opportunity goes to PerkStreet Financial, Me, and...
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#JobHunt Lessons Learned in Early Age of Social Business
By michaelpace on April 23, 2013 AOL, getting film developed, Blockbuster stores, paper maps, the classifieds, pay phones and phone books, fax machines, record stores, … AND how you searched for a job...
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A Gift That Keeps Giving: Review of Chip R. Bell’s “The 9 1/2 Principles of...
By michaelpace on October 1, 2013 I can remember when Chip first changed my world. Almost a decade ago, I attended an intra-company process management conference with the hope I would not literally be...
View ArticleThe 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...
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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...
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Net Promoter Scoring is Asking the Wrong Question
By michaelpace on February 4, 2014 If no mistake have you made, yet losing you are … a different game you should play I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like...
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Snowballing Incredible Customer Experiences
By michaelpace on March 6, 2014 “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...
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Why “Your Why” means everything in Customer Service
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...
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Defining A Great Customer Experience – Starting at the Top
Remember a time you fell head over heels for someone. Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it. You might comment...
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What are you building? I’m building a [Customer Service] cathedral.
What are you building? I’m building a [Customer Service] cathedral. Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and...
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Why Customer Success is the Future of Customer Service
Meal Kit Industry worth over $1.5 billion; Blue Apron Holding recently went public Top 5 SaaS companies – Salesforce, Microsoft, Adobe, Box, Amazon Web Services Ford, Porsche, Volvo, BMW, and Cadillac...
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The 6 Common Traits of the Greatest Customer Experience Providers
In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how its more than just “Delivery...
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