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Social Customer Service – A completely different animal (associate)?
By michaelpace on June 12, 2011 For the last 30 years, traditional customer service recruiting, training, core skills and performance management have not changed dramatically. Service professionals...
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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...
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Does Bon Jovi know Customer Service & Social Business?
By michaelpace on July 28, 2011 Bon Jovi pontificating after a blown speaker fuse during their Boston show in March – image via @chickswguitars If you are like...
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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...
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Customer Service Fortune Cookies for 2012
By michaelpace on January 3, 2012 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 or may...
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Social’s First Real Customer Service Centric Platform? Product Review: Social...
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...
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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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