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About Michael Pace

Michael Pace, Principal of The Pace of Service, believes successful customers and associates are what make companies wildly successful. Michael Pace was previously the Director of Customer Support & Community Management for Constant Contact & Capital One, and a leader in transforming customer service to exceed the needs of the customer, especially in this new social landscape. He is considered one of the country’s leading speakers and writers on the topic of social media customer service, and has created scalable, high quality social support environments. He is an active Board Member of the NorthEast Contact Center Forum, New England’s largest call center community. You can connect with Michael on Twitter @micpace and on LinkedIn. For more about Michael and The Pace of Service www.thepaceofservice.com

A Complete Voice of the Customer Program

Sep 13, 2018 7:00:00 AM

What do my customers ………

Want

Need

Wish

Crave

Demand

Desire

Yearn For

Require

Fancy

Hunger

Have a hankering for?

Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I...

Defining a Great Customer Experience: Part III

Jun 1, 2017 6:00:00 AM

In the first part of this blog series, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great...

Defining a Great Customer Experience: Part II

May 10, 2017 7:00:00 AM

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 it's more than just “Delivery > Expectations, and how a great experience...

Defining A Great Customer Experience – Starting at the Top

Apr 12, 2017 7:00:00 AM

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 how they made you laugh or how they dressed or...

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