Clik here to view.
Is your Social Media strategy RACI?
By michaelpace on May 10, 2011 I just did a Google search on the phrase “Who owns social media within organizations,” and was returned 3,160,000 results. Now I doubt there are more than 3 million...
View ArticleClik here to view.
Stop operationalizing Social Customer Service (for now)
By michaelpace on May 8, 2011 Audience for this post: Customer Service Leaders, Call Center Leaders, Partners/Vendors, SCRM peeps, Social Media Consultants Not for: People who understand social...
View Article4 Fast Social Customer Service Answers to Big Questions
By michaelpace on October 31, 2011 I am finally settled in after a whirlwind conference tour talking with lots of Contact Center, Technology and Customer Service leaders. Over the course of the last...
View ArticleClik here to view.
Social Star Wars Saga Episode II: Attack of the Clones
By michaelpace on November 9, 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...
View ArticleClik here to view.
Are you Walking your Talk?
By michaelpace on December 15, 2011 As a member of the Board of Directors for the North East Contact Center Forum, I have the opportunity to speak with a number of Customer Service Managers, Directors...
View ArticleClik here to view.
CH-CH-CH-CH-CHANGES or Leadership’s Most Underrated Skill
By michaelpace on April 23, 2012 It’s great to see a portion of the focus on social media technologies shift from shiny objects and how to market better to increasing the adoption of the tools and uses...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
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...
View ArticleClik here to view.
The Difference Between Extraordinary Adoption and Failure
In today’s world of cloud technology and apps, changing or upgrading systems has never been easier. Whether you are changing from on-premise to cloud solution or providing your customers with a...
View Article
