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Top 5 Reasons Why Customer Service is Avoiding the Social Media Wave
By michaelpace on August 19, 2011 Ok, show of hands (and be honest, I can see you through your webcam), does your company provide social customer service through your actual customer service...
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Social Star Wars Saga Episode I: The Phantom Menace
By michaelpace on November 7, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all you...
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Social Star Wars Saga Episode III: Revenge of the Sith
By michaelpace on November 10, 2011 Pre-prequel: With the recent release of the Star Wars saga on Blu-ray, I feel compelled to finally put together my official Social Star Wars Blog Saga. Enjoy all of...
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Is it time to flip Customer Service on its side? – along with Marketing,...
By michaelpace on february 15, 2012 I am not sure who originally designed how organizations should be aligned. Maybe it was the armies of the past, the mafia or some random Joe who gets no credit for...
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Why NPS should stand for Near Pointless Scoring
By michaelpace on February 28, 2012 Just stop for a second and answer a question for yourself: Why are you measuring Net Promoter Score (NPS)? Does it provide you the best insight to your customer’s...
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1 Social Business Post – 3 Feet – 3 Boobs
By michaelpace on July 25, 2012 What the hell happened last Friday in the social business world? Did the planets align to erase the business brains of people at the customer facing keyboards of 3...
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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...
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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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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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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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