15 May 2010

Tweets of Apr 2010

2010-04-30 22:59:09
How Twitter's New Media Blog Aims To Teach By Example - http://bit.ly/bneep9

2010-04-30 19:12:01
The Future of Email Marketing (via @paulchaney) http://bit.ly/93iefW

2010-04-30 18:46:32
Effective cross-functional communication = Competitive advantage #1. Next week: Plan-execute10 (!) activities enhancing XF communication.

2010-04-30 17:30:13
21st Century Success: 3 Ways to Get It and Keep It http://bit.ly/9evfz7 (OPEN blog)

2010-04-30 17:05:13
One of the most thoughtful articles I have ever read: @snowded A Leader's Framework for Decision Making http://tinyurl.com/yf9rcko

2010-04-30 16:17:59
It’s time to reinvent management (and we want your help). Share your ideas on Management Innovation eXchange http://bit.ly/hackmanagement

2010-04-30 05:24:10
is trying to define experience... any thoughts?

2010-04-30 04:52:35
Why SAP enjoys continuous growth when most users think it sucks!?

2010-04-30 04:50:04
is experiencing the power of LinkedIn!

2010-04-30 04:10:24
is reading Emotional Satisfaction of Customer Contacts... interesting book.

2010-04-30 03:13:50
"Do you know what it is like to be your company's customer?" BCG

2010-04-30 03:10:13
"Customer experience embraces the emotional aspects of customer encounters in the entire journey from pre-acquisition to post-sales." Gungor

2010-04-30 03:00:29
"The human interaction component of service delivery is essential to the determination of satisfaction and dissatisfaction." Bitner et al

2010-04-29 23:43:56
From @AdamCohen today: "Every customer touchpoint is an opportunity to influence retention" - so true - looking at our touch points now

2010-04-29 22:02:47
in der medianet zum Customer Touchpoint Management: http://bit.ly/9dPW6s

2010-04-29 19:13:22
Leadership — It's (Much) More than Position http://s.hbr.org/dl7mYK

2010-04-29 19:06:21
Tim Ferriss: 7 Great Principles for Dealing with Haters - http://bit.ly/9EsI0F

2010-04-29 17:44:26
Facebook is down!?

2010-04-29 16:26:02
@JimJosephExp It works now... will post something there soon.

2010-04-29 16:24:31
Reading @cbsnews: Is Roger Federer Out of Gas?: http://bit.ly/bqUvqv

2010-04-29 15:21:33
The C.K. Prahalad Fortune at the Bottom of My Backpack http://s.hbr.org/bSXntf

2010-04-29 15:19:10
85 social media info graphics for new business development http://bit.ly/dwizuc #fb

2010-04-29 15:15:02
A commitment to excellence at every touchpoint of your life is one of the best commitments you'll ever make

2010-04-29 14:55:11
Twitter Strategy: Branded vs. Individual Twitter Accounts http://ow.ly/1EC2u

2010-04-29 14:48:25
The Best New York Times Business Columnist You've Never Heard Of http://s.hbr.org/aDpHgR

2010-04-29 14:45:57
@Choypw [JimJosephExp] Thanks! Tried it again!

2010-04-29 13:23:14
Pepsi is using location to advertise, collect data, and drive traffic into stores: http://nyti.ms/d4ijY8 What are you doing with location?

2010-04-29 13:00:27
@JimJosephExp Is that spam? The link is empty... or is it virus!?

2010-04-29 10:34:09
RT @suijkerwerk: New issue of Touchpoint out soon! "#servicedesign and Behavioural Change" http://bit.ly/atyJAG /via @MrStickdorn

2010-04-29 08:30:21
RT @HarvardBiz: Management Tip: Use the Three-Minute Rule to Better Understand Your Customers http://s.hbr.org/cP3CxR

2010-04-29 08:14:49
Management Tip: Use the Three-Minute Rule to Better Understand Your Customers http://s.hbr.org/cP3CxR

2010-04-29 06:20:07
"I love talking about nothing. It is the only thing I know anything about." So what's wrong with bullshit? Oscar Wilde

2010-04-29 05:57:13
What is power? Information? Knowledge? Or Wisdom?

2010-04-29 04:39:44
just learned that there is U in the DIKW flow... where U stands for understanding-http://bit.ly/9qyAWd

2010-04-29 03:55:31
is developing a knowledge management system... the concept is easy... the implementation is something else... :S

2010-04-29 01:33:48
Tweet is like spam if it provides no value-http://bit.ly/98Ke8J

2010-04-29 01:24:39
@ErikPosthuma Sorry for my late reply... but what's the message that you would like me to receive based on your link http://bit.ly/clg6pm

2010-04-28 16:54:48
hm... time check...

2010-04-28 20:21:36
The link between customer service and customer loyalty http://goo.gl/fb/JXneK #customerservice

2010-04-28 20:17:23
Driving Business Success- Communication Intelligence http://su.pr/1sauok

2010-04-28 18:58:29
Strategy's Golden Rule http://s.hbr.org/9yVyHA

2010-04-28 18:51:29
What are your six words? http://www.one.org/women/sixwords/

2010-04-28 13:42:35
PowerPoint Is Evil, Redux http://s.hbr.org/bQE01l

2010-04-28 13:35:14
How our cousins across the pond use immediacy to improve Customer Experiences | Beyond Philosophy http://ow.ly/1ABXk

2010-04-28 12:21:05
RT @GrahamHill LOL Old Organisation plus Powerpoint equals Perplexed Old Organisation (OO+PP=POO) NYTimes article http://tinyurl.com/23kd3rs

2010-04-28 11:54:16
@AlanSee The 5W1H way of getting your job done. Isn't that amazing? The basics are always simple yet so powerful!

2010-04-28 11:47:04
@GrahamHill May I please have a copy of your deck?

2010-04-28 10:21:35
LOL. Old Organisation plus Powerpoint equals Perplexed Old Organisation (OO+PP=POO) NYTimes article http://tinyurl.com/23kd3rs

2010-04-28 10:05:33
How do you manage your time when you are following more than 50 people? Tweets just keep coming in...

2010-04-28 07:22:51
RT @GrahamHill: Must read paper by @lixindex on From user-centred design to designing for service http://tinyurl.com/3xb8nqp

2010-04-28 07:10:34
Must read paper by @lixindex on From user-centred design to designing for service http://tinyurl.com/3xb8nqp

2010-04-28 05:47:38
10 Dos and Don’ts for Brands on Twitter: http://bit.ly/d00fcr

2010-04-28 04:24:02
just unfollowed Salesforce too because it's not offering me any solid value.

2010-04-27 19:08:34
Free CRM for the Papa http://goo.gl/fb/Qy3xG #customerservice

2010-04-27 16:53:53
Twitter, Facebook and LinkedIn Leading Social Media Marketing Tools via MarketingVOX http://bit.ly/9qPXfT

2010-04-27 16:03:06
Check out these Twitter Analytics Tools http://su.pr/3QUcw5

2010-04-27 13:34:33
B2B Reputation Management using Social Media Monitoring http://bit.ly/9Blcgp

2010-04-27 13:22:14
CROP pres at #MFU10, social media is high touchpoint when it comes to building relationships with a brand

2010-04-27 12:56:56
The Importance of Customer Listening http://goo.gl/fb/iSQmF #customerservice

2010-04-27 12:51:22
5 Tips for More Effective Sales Communication http://goo.gl/fb/2fMUR #sales

2010-04-27 10:27:37
just unfollowed SellBizTodayCom because it spams!!!

2010-04-27 01:24:45
@Choypw [ErikPosthuma] A quick thought about touchpoints: http://bit.ly/clg6pm

2010-04-26 21:19:40
Are you measuring your social media efforts? Suggested frameworks from @jowyang: http://bit.ly/a5MW0o #in

2010-04-26 20:50:17
Say Hello to Mass Media 2.0 (by Jonathan Salem Baskin) http://su.pr/2EK6Ml

2010-04-26 20:00:19
Twitter can predict the future, can it predict your Customer Experience? http://ow.ly/1D6oA

2010-04-26 19:47:01
What's the point of customer analytics without customer discovery? No offer survives first contact with the customer.

2010-04-26 19:30:48
#facebook Twitter, Facebook Leading Social Media Marketing Tools http://ow.ly/17bicN

2010-04-26 14:44:38
Brand advertising doesn’t fulfill real time consumer needs http://goo.gl/fb/hVWAi #sales

2010-04-26 14:19:29
"It's not a Kodak moment unless u share" - Jeff Hayzlett, CMO Kodak (and BMC2010 speaker!) http://is.gd/bIvBb

2010-04-26 14:06:08
nice addition of measurement to my engagement/media model http://bit.ly/ch6Ukn via @johnvlane

2010-04-26 14:04:28
Training day added in Boston on May 3 (Monday) at #mpb2b: Social Media Integration: http://bit.ly/97T3Eo #in

2010-04-26 12:43:43
Know the 'Why' Before the 'How' of Social Media: Great discussion in the comments! http://bit.ly/9frmgg #in

2010-04-26 12:38:29
How to Win a Customer for Life (After You Screw Up) http://goo.gl/fb/948O7 #sales

2010-04-26 04:45:56
Just submitted to get an advanced copy of Open Leadership from @charleneli http://bit.ly/c5AIrZ #fb

2010-04-25 23:30:47
With so much reacting vs. thinking in business, got to thinking about how true thought leadership is different http://bit.ly/cHKn0M

2010-04-25 21:29:06
RT @VenessaMiemis Design Thinking Made Visible – wonderful free book by @Humantific http://is.gd/bHx7b

2010-04-25 21:02:18
Make every word count: http://bit.ly/c6gcP1 #in

2010-04-25 19:06:45
Stephen Hawking warns over making contact with aliens. He makes a good point. http://ow.ly/1CQQ6

2010-04-25 18:40:38
is making little things count.

2010-04-25 15:14:43
Twibes Marketing group on Twibes.com has over 2K members ... http://www.twibes.com/group/Marketing ... the "make twitter list" is helpful

2010-04-25 14:57:59
Twitter profile directory ... register your profile on Twellow ... I like the TwellowHood feature http://bit.ly/AauAk

2010-04-25 12:15:44
Love the take on training! RT @JohnFMoore Good post @royatkinson: The Customer Service Commitment http://ow.ly/1CGvu #service

2010-04-25 12:10:42
RT @sustbehav: Marketers shifting focus toward consumers' #sustainable behavior: Advertising Age http://bit.ly/cu1wZk via @jacquelynottman

2010-04-25 09:21:30
RT @adfig: Last issue of 'Service Science' just out. http://bit.ly/cGIJv0 #servicedesign

2010-04-25 07:14:41
@dreamis How would you define touchpoint then?

2010-04-25 07:13:51
is but...

2010-04-25 05:41:30
@gapingvoid more like "without influence there is no media" (@briansolis)

2010-04-25 03:56:50
iPhone apps top 100: "Camera Flash" #utilities A camera flash is among iPhone s most requested features.... http:/... http://bit.ly/aCY9bL

2010-04-24 18:02:10
Top 10 LEGO Movie Tributes on YouTube - http://bit.ly/8X6Hdu

2010-04-24 17:59:20
See the cartoons of the week | http://su.pr/1bcvUR

2010-04-24 13:58:21
If you were stranded with only 14 business(-ish) books to read, which would they be? http://bit.ly/aPVuZO #in

2010-04-24 13:38:36
Cup of Joe: Steve Jobs Is a Marketing Guru http://goo.gl/fb/laTID #sales

2010-04-24 13:00:29
RT @KristinaEvey Does sharing the experience make it more enjoyable or increase it's internal value? (via @reaburn) http://ow.ly/1CqCT

2010-04-24 12:51:07
21 Essential Social Media Resources You May Have Missed - http://bit.ly/d9ird8

2010-04-24 06:37:47
@gapingvoid sorry I might have missed something interesting, but what kind of story are you looking for, and how to share?

2010-04-23 20:09:27
Social Media is a platform of touchpoints where info is shared at the speed of light 24x7 to an infinite number of people in a flat world.

2010-04-23 20:06:22
Social Media is a platform of touchpoints where information is shared at the speed of light 24x7 to an infinite number of people.

2010-04-23 19:55:31
RT @GrahamHill: ELLE: The Importance of Friendship - http://bit.ly/bYmyi5 (via @connected_book)

2010-04-23 19:51:40
RT @McKQuarterly: What Matters: Innovating at scale in the social sector http://bit.ly/a8EPaD #swf10 #socent

2010-04-23 19:31:28
ELLE: The Importance of Friendship - http://bit.ly/bYmyi5 (via @connected_book)

2010-04-23 15:05:13
Customer Experience Trend Tracker - insights on business and consumer research http://ow.ly/1C6lj

2010-04-23 14:02:16
What Matters: Innovating at scale in the social sector http://bit.ly/a8EPaD #swf10 #socent

2010-04-23 13:15:04
#Customer #Experience #Trend #Tracker - Insights on business and consumer research http://ow.ly/1C6rB

2010-04-23 12:43:09
What Can Social Media Do to Improve Your Business http://goo.gl/fb/w5fc0 #sales

2010-04-23 12:35:57
13 Strategies To Jumpstart Your Productivity http://bit.ly/dy9FHc #fb

2010-04-23 10:30:02
The science of sharing a Customer Experience | Beyond Philosophy http://ow.ly/1C6jG

2010-04-23 10:11:50
8 things I wish everyone knew about email http://bit.ly/bxTpfl

2010-04-23 04:23:54
RT @ideationz: It's all about change... How to drive it, how to adapt to it, how to manage through it... http://ideationz.wordpress.com

2010-04-23 04:22:12
RT @McKQuarterly: Harnessing the power of word of mouth (Audio) http://bit.ly/9ui9ix

2010-04-23 00:19:52
One key to successful brand management? Internal adoption=engage your employees first. http://bit.ly/aRvtjZ (via @KimBrater)

2010-04-22 20:35:59
Assumptions are costly with clients http://goo.gl/fb/Faw0T #sales

2010-04-22 20:20:12
11 Free Ways to Generate Referrals http://bit.ly/9MTv7m (OPEN blog)

2010-04-22 19:20:31
It's all about change... How to drive it, how to adapt to it, how to manage through it... http://ideationz.wordpress.com

2010-04-22 16:28:23
Turn Your Facebook into a Mini Blog with Facebook.Me - http://bit.ly/aANzZZ

2010-04-22 16:06:36
Harnessing the power of word of mouth (Audio) http://bit.ly/9ui9ix

2010-04-22 15:25:32
Here’s how to have real customer loyalty http://goo.gl/fb/PQMhX #customerservice

2010-04-22 14:56:12
@Choypw [ideaDistillery] A platform of touchpoints!- Because SM is a one-to-one conversation with web saavy consumers it is a way to create "evangelists."

2010-04-22 14:46:36
Like is the new love.

2010-04-22 14:35:08
The Customer Experience Planning Gap | Beyond Philosophy http://ow.ly/1BAVI

2010-04-22 14:23:04
Why is buying so difficult sometimes? http://goo.gl/fb/ik0qk #sales

2010-04-22 13:23:11
The Ultimate Question http://goo.gl/fb/vSrtX #customerservice

2010-04-22 13:19:11
Ten Steps to Positioning Your Firm for the Recovery http://goo.gl/fb/Q7IJL #sales

2010-04-22 13:18:54
@ahawkcollinger touchpoint creates experience, and forms relationships. (via @Choypw) Agreed!

2010-04-22 12:06:21
@Choypw [JimJosephExp] Yes, otherwise you have a brand!

2010-04-22 11:50:34
And how much effort must companies reasonably put in to avoid draconian discrimination laws? A difficult grey area!

2010-04-22 11:49:31
Compaines are rigth to decline business from customers whose needs cannot be met profitably. When does this become discrimination?

2010-04-22 09:31:35
Three Key Ideas for Leading Innovation by Tim Kastelle http://bit.ly/cWyvqx (via @lindegaard)

2010-04-22 09:30:18
Fast Company: Design Thinking and Services - Why this is New and Needed (by @ArnoldBeekes) http://ow.ly/1ACf9 (via @ralph_ohr)

2010-04-22 09:01:47
Levi’s Integrates Facebook Social Plugins into Online Shop - http://bit.ly/bd1wDH

2010-04-22 09:17:44
RT @mashable: Levi’s Integrates Facebook Social Plugins into Online Shop - http://bit.ly/bd1wDH

2010-04-22 06:55:47
@ideaDistillery Is social media more a platform than a touchpoint? SM creates more touchpoint experience than traditional platform? #toex

2010-04-22 06:45:48
@JimJosephExp so touchpoint has to consistently deliver positive experience across the employee-customer-brand relationships.

2010-04-22 06:30:12
@ahawkcollinger touchpoint creates experience, and forms relationships.

2010-04-22 06:29:48
@ahawkcollinger touchpoint is any interaction between/among 2 or more entities any time any way any how for a purpose.

2010-04-22 06:19:50
has just created #toex to replace #touchpointexperience.

2010-04-22 05:00:28
Make Each Touchpoint Memorable-http://bit.ly/depU18

2010-04-22 04:57:21
@rdfrench It's not there... :(

2010-04-22 04:03:33
@Choypw [rdfrench] Hey, hope you are well. Good to hear from you. Try this backup site: http://bit.ly/b7UHfZ

2010-04-22 04:02:19
@rdfrench Hi Robert, long time no see. Is Marcomblog gone? I'm trying to locate one of the articles I wrote there before. Any thoughts?

2010-04-22 04:00:42
How to send direct messages to people who don't follow you?-http://bit.ly/cdGej5

2010-04-22 02:20:42
An interesting YouTube on Customer Experience-http://bit.ly/d9kSrT

2010-04-22 02:18:29
How important is Guanxi?-http://bit.ly/bTH9bN

2010-04-22 02:09:55
@mortensax Thank you for the recommendation... I've got all 3. :)

2010-04-22 01:35:04
How our cousins across the pond use immediacy to improve Customer Experiences | Beyond Philosophy http://ow.ly/1ABXl

2010-04-21 13:00:28
Reputation and the importance of Customer Service | Beyond Philosophy http://ow.ly/1Ap1C

2010-04-21 12:39:40
Customer Ownership: Relationship? Conversation? http://goo.gl/fb/IJwhP #customerservice

2010-04-21 12:12:37
The Race to Sales Competence: A Case for Sales Training http://goo.gl/fb/4u1t0 #sales

2010-04-21 10:49:47
RT @BeyondP: The 4 Steps to Touchpoint Redesign | Beyond Philosophy http://ow.ly/1ACc0

2010-04-21 10:45:09
@GrahamHill What's more important Graham: value or experience?

2010-04-21 10:26:04
#touchpointexperience is a bad hashtag as it's too long... less is more in Twitter.

2010-04-21 10:25:02
The science of sharing a Customer Experience | Beyond Philosophy http://ow.ly/1B7FD

2010-04-21 10:22:12
What is more important: value, or experience? #touchpointexperience

2010-04-21 10:15:43
is losing #touchpointexperience again...

2010-04-21 10:14:58
RT @GrahamHill: Interesting. Nissan moving its marketing spend towards customer experience http://tinyurl.com/y47ssj8

2010-04-21 10:13:19
Interesting. Nissan moving its marketing spend towards customer experience http://tinyurl.com/y47ssj8

2010-04-21 09:51:31
RT @GrahamHill: RT @ComplexitySol: HBR Must-reads on Strategy - free download until June at http://bit.ly/dnHjTI #strategy #transformation

2010-04-21 08:19:00
RT @cynthiaholladay: Wonderful method for designing & generating business models: http://bit.ly/bvaIT6 <= Order book now

2010-04-21 06:59:18 RT @ComplexitySol: HBR Must-reads on Strategy - free download until June at http://bit.ly/dnHjTI #strategy #transformation

2010-04-21 06:57:26
Reading http://tinyurl.com/y56soal reminds that producta are always value propositions. Value is co-created with the product during usage.

2010-04-21 05:10:35
"Top 10 YouTube Tips for Small Businesses" - http://bit.ly/dwowFc by @amymaeelliott

2010-04-20 20:49:18
4 Tips for Tapping Into Twitter Conversations - http://bit.ly/aRu0fA

2010-04-20 20:30:51
"Our top story on @mashbusiness today: ""5 Unique Ways to Use Twitter for Business"" - http://bit.ly/bu2x6D"

2010-04-20 20:05:29
Freemium = broken promises http://su.pr/2mJR9C

2010-04-20 19:43:35
The Best Email Marketing Strategies and Tactics of 2009 http://su.pr/4s5QsN

2010-04-20 15:00:15
The 4 Steps to Touchpoint Redesign | Beyond Philosophy http://ow.ly/1ACc0

2010-04-20 09:53:52
RT @AlanSee: If you overmeasure a relationship, you alter the nature of the relationship itself ... http://bit.ly/dcyyTP ...good read fr...

2010-04-20 08:48:49
RT @ArnoldBeekes: DESIGN THINKING AND SERVICES: WHY THIS IS NEW AND NEEDED http://tumblr.com/xna8uqqrb

2010-04-20 08:43:58
RT @HarvardBiz: Management Tip: 3 Ways to Overcome Barriers to Change http://s.hbr.org/aPYxJ6

2010-04-19 22:27:19
微博式人際關係 http://bit.ly/aReOhc

2010-04-19 22:02:58
Engaging your customers with more than just an offer...: http://wp.me/puCnS-6G

2010-04-19 18:48:04
RT @wimrampen: Starbucks Experience Map http://bit.ly/d8n09i

2010-04-19 12:34:17
There's never a case where you do NOT have a customer experience. Is it a good one or a bad one? (Never By Chance)

2010-04-19 07:01:13
Google Chrome Ditches Http:// - http://bit.ly/djnfST

2010-04-18 19:08:32
...As well as general TOMA (Top-of-Mind-Awareness) measures, Social media is an additional and sometimes critical consumer touchpoint.

2010-04-18 01:42:13
Storytelling and ping pong http://bit.ly/cscca4

2010-04-17 20:22:24
20 Essential Social Media Resources You May Have Missed - http://bit.ly/97FUWy

2010-04-17 14:44:56
4 reasons why PR firms are taking over social media http://bit.ly/c9J3ad via @jakrose

2010-04-17 11:49:36
Infinity and Eternity... Relativity...?

2010-04-17 11:47:50
Thinking about the relationship between AIDA and DIKW.

2010-04-17 11:46:46
Principle of Sufficient Reason: the reason any actual state of affairs is actual is that it would be impossible for it to be otherwise.

2010-04-17 06:29:15
"We're only here for a short visit. But compared to what? An unlimited number of years?" Plato and a Platypus Walk into a Bar

2010-04-17 06:04:43
There is a distinction between what we are "meant to be" and what we "want to be."

2010-04-17 06:02:47
"Everything has a telos." Aristotle. What's your telos?

2010-04-16 21:31:41
Salesperson Matrix Revisited http://goo.gl/fb/KhNv6 #sales

2010-04-16 19:39:37
Your company Twitter account shouldn't just broadcast it should engage. Watch @edelmandigital in action

2010-04-16 19:24:02
RT @YourCustomers: What’s the monetary value of a fan of your Facebook Page? http://goo.gl/fb/acO4i #sales

2010-04-16 19:12:57
What’s the monetary value of a fan of your Facebook Page? http://goo.gl/fb/acO4i #sales

2010-04-16 18:54:24
12 myths about the world of Sales and B2B customer loyalty, from the POV of an MLC "glocalizer" http://bit.ly/ckM9CI

2010-04-16 16:39:05
Twitter stats reveal 11 new facts: http://bit.ly/c4ZGcs #fb

2010-04-16 15:27:30
Five ways to manage Twitter lists http://bit.ly/cI6p9K #edelmandigital

2010-04-16 14:09:30
RT @ProximityWW: Is social media causing "relationship inflation?" http://bit.ly/cK0PiO

2010-04-16 13:18:47
If all changes come from the same ORIGIN, then why not focus on the origin? Why chase after what's going to happen in the so-called FUTURE?

2010-04-16 13:01:28
"Research shows that our free time has increased by 20 mins per day over the last 35 years." Oh really!?

2010-04-16 12:58:44
"When the customer comes first, the customer will last." Robert Half... Where is the employee?

2010-04-16 12:56:52
"We guide intellectual and emotional experience of the customer through the store." Ron Johnson, SVP of retail, Apple

2010-04-16 12:55:32
The richest experiences contain aspects of all four types.

2010-04-16 12:54:36
In an aesthetic experience we are absorbed by the environment, we enjoy it but everything remains untouched.

2010-04-16 12:53:36
In an escapist experience we mostly want to do something.

2010-04-16 12:53:04
In a learning experience we want to learn something.

2010-04-16 12:52:36
In a fun experience it is more about feelings.

2010-04-16 12:52:00
4 types of experience: fun, learning, escapist, and aesthetic...

2010-04-16 12:50:47
Gen P approaches everything on the basis of their own personality.

2010-04-16 12:49:20
Forget about Gen X and Gen Y! Drop this age-related generation! Now it's Gen P, or Participative Generation. We share everything!

2010-04-16 12:45:38
Thinking about an uncommon experience...

2010-04-16 12:34:15
"An experience is the result of an interaction between an event and a person..." The simplest perhaps the best definition by Ann De Kelver.

2010-04-16 12:14:46
Sylvia Ann Hewlett says in Top Talent (page 91) that top leadership should increase touchpoints to show they care? How about experience?

2010-04-16 11:58:30
The first MOT is the decision to purchase at the store shelf? The second is delivery on the promise of that product? That's from P&G?

2010-04-16 11:48:49
If you don't understand touchpoint experience, don't claim that you know marketing.

2010-04-16 11:48:03
100 Tips for Marketing Success white paper released this week: http://bit.ly/aQKIbo via @bigrossman

2010-04-16 11:11:47
RT @McKQuarterly What Matters: A new paradigm for change, essay by John Elkington @volandia http://bit.ly/d3dlxT #swf10 #socent

2010-04-16 10:57:12
@Choypw [GrahamHill] Innovation reading list: http://tinyurl.com/y5yody2 http://tinyurl.com/yyzzuvc and http://tinyurl.com/ycqryev

2010-04-16 10:54:41
@Choypw [GrahamHill] Co-creation reading list: http://tinyurl.com/3xljmo http://tinyurl.com/y6lo8kv and http://tinyurl.com/y4vqog9

2010-04-16 10:49:22
RT @ariegoldshlager: Innovation Starts with Empathy: http://bit.ly/1aUfKG

2010-04-16 10:48:45
A promise made is a debt unpaid. How difficult is it to remember this?

2010-04-16 10:48:08
@GrahamHill You are very much into co-creation and innovation lately. What books would you recommend me to read if I want to learn more?

2010-04-16 10:16:08
Do managers have to trade-off customers versus innovation. Or can they have their cake and eat it? http://tinyurl.com/y66nb2u

2010-04-16 08:46:34
Innovation: Concentrate on People and Process, not Tools by Tim Kastelle http://bit.ly/bfLqTX (via @lindegaard)

2010-04-16 05:23:01
RT @Brioneja: What Executives Make of Innovation‎ http://bit.ly/9xVQTS #management #leadership #MBA

2010-04-16 03:22:29
The accelerators of strategy: compelling vision, purposeful culture, value that is relevant, distinct customer experience.

2010-04-15 21:24:27
RT @socialmedia2day 50+ Ways to Search Twitter http://bit.ly/cHzxYi ... wow ... that's a good list

2010-04-15 20:15:52
For business there’s an art to using Twitter ... http://bit.ly/9OUlpP ... insight via Michael Brito

2010-04-15 19:02:46
Twazzup Launches New Twitter Analytics Service and Web-Based Twitter Client: Just about a year ago, Twazzup launch... http://bit.ly/9jVM1K

2010-04-15 16:45:41
Who owns the responsibilty to define your company's culture and align it with your business strategy?

2010-04-14 22:54:36
Google Helps You Find People to Follow on Twitter - http://bit.ly/aqwcXh

2010-04-14 22:04:25
Looking to Sustain Word of Mouth? http://su.pr/3mxG0Y

2010-04-14 22:03:43
Economic Recovery = Information Velocity?http://su.pr/5LwS6S

2010-04-14 22:03:22
Social Media---->Measuring is Easy http://su.pr/1zVIhE

2010-04-14 21:10:18
What Matters: A new paradigm for change, essay by John Elkington @volandia http://bit.ly/d3dlxT #swf10 #socent

2010-04-14 20:46:27
Measuring Social Media Effectiveness Without Clickthru Metrics http://bit.ly/9dDcCi #Wide_Angle

2010-04-14 20:16:20
Expert’s Corner: Delivering Voice of the Customer http://goo.gl/fb/jKUfA #customerservice

2010-04-14 20:02:14
Twitter Announces an Ad program...here is how to rank organically http://goo.gl/fb/QEvx4 #sales

2010-04-14 19:48:06
How Companies Should Approach the New Twitter Advertising Model - http://bit.ly/dimkuw

2010-04-14 19:06:45
5 Ways B2B Companies Can Use New Twitter Ads http://bit.ly/bw8irv

2010-04-14 17:17:30
Great #customer #service #SM #CEM stuff from @ekolsky today! Worth spending some time to read through his last 60-or-so tweets. #SCON10

2010-04-14 16:45:28
Twitter’s CEO Discusses the Future of Twitter [LIVE] - http://bit.ly/9gcd90

2010-04-14 16:36:59
#facebook How much is a Facebook fan worth? http://ow.ly/174fQi

2010-04-14 14:51:34
The New Consumer Review Is All About You - http://bit.ly/bkcGSy

2010-04-14 14:31:32
If you overmeasure a relationship, you alter the nature of the relationship itself ... http://bit.ly/dcyyTP ...good read from Charles Green

2010-04-14 14:26:33
Bringing your sales into the social media network with proper training and focus ... http://bit.ly/9EvN5G ... good via salesandmarketing.com

2010-04-14 07:51:02
RT @CMO_com: on #CMO.com: How much a fan on social media is worth, in $ and ¢. http://om.ly/iEEs (via @belindaang)

2010-04-14 07:05:15
The World's Most Innovative Companies by Fast Company http://tinyurl.com/yhs9wpl Facebook No1!!!

2010-04-14 06:40:05
A dialogue about the future of organizational storytelling has begun on my blog http://bit.ly/cIxYUQ

2010-04-14 04:58:16
After Eureka: 7 questions to test #innovation for profit potential http://ff.im/-iZL67 (via @jorgebarba)

2010-04-14 00:26:34
Is revenue related to recommendability? http://bit.ly/dge0Z3

2010-04-13 23:35:19
Tweets at 35,000 Feet: How Virgin America is Using Promoted Tweets - http://bit.ly/9qF7rp

2010-04-13 14:00:02
Making design principles stick [Adaptive Path - Dec 01, 2009] http://bit.ly/7bOxWd

2010-04-13 13:34:38
7 Keys To Speaking In Your Customers Language http://tinyurl.com/ybnbsl8 (via @microgeist)

2010-04-12 08:22:59
is re-learning how to use hashtag... because #touchpointexperience is gone...

2010-04-12 04:14:17
@choypw your personal newspaper is ready : http://www.twittertim.es/choypw ! It is updated regularly showing new items.

2010-04-12 03:32:49
There is a difference between quality and service!

2010-04-12 02:59:59
RT @GrahamHill: Successful Service Design: Turning Innovation into Practice http://tinyurl.com/y9wos2r

2010-04-11 17:49:32
RT @tedcoine: RT @shyam_kumar: RT @KetelboeterPR: Employees First or Customers First? Fantastic post from @Reaburn http://bit.ly/aOEKwz

2010-04-11 17:35:04
RT @vanderbeeken: New blog post: Interactions Magazine - March/April 2010 issue http://www.experientia.com/blog/interactions-magazine

2010-04-11 08:22:52
RT @business_design: Profit is an outcome of getting a customer's job done with the right business model...Obliquity in action

2010-04-10 10:37:26
Breaking news http://bit.ly/baLLB3

2010-04-10 09:02:01
What are the reasons we give our users to promote our stuff? What is the motivation to promote really?

2010-04-10 08:27:24
How to encourage people to come to you... And they will share your stuff... And then they will remember you... It's all about convenience?

2010-04-10 08:07:03
Convenience is the big word in Viral Marketing?

2010-04-10 08:05:25
Time is limited but content is unlimited so people will become lazier...

2010-04-10 07:56:09
Viral marketing is about sharing... sharing what...?

2010-04-10 07:54:39
is learning viral marketing...

2010-04-10 07:53:27
RT @gapingvoid In My Experience: Idea-Driven People come up with Ideas, more often than Results-Driven People come up with Results.

2010-04-10 01:20:51
In My Experience: Idea-Driven People come up with Ideas, more often than Results-Driven People come up with Results.

2010-04-09 23:05:11
You have customers. Customers who love you. So how do you get them to make their feelings public? http://ow.ly/1vSMo

2010-04-09 20:50:09
"The beginning of knowledge is the discovery of something we do not understand." -Frank Herbert #quote

2010-04-09 19:00:56
RT @McKQuarterly A new world for brand managers http://bit.ly/bbe8Qx

2010-04-09 18:35:15
Reading: "Managing The Customer Experience Makes Perfect Sense" http://ow.ly/1vT8H

2010-04-09 15:05:11
A new world for brand managers http://bit.ly/bbe8Qx

2010-04-08 06:39:30
Amazed how misleading statistics about Customer Experience - http://bit.ly/9zka55 - has gathered so much attention. Are we so desperate?

2010-04-08 00:45:04
"We figure our best salesman is our customer. Treat that person right, he'll walk out the door and sell for you." Jerry Murrell

2010-04-07 12:27:43
Nice article (with FACTS!) about ROI of good Customer Experience http://bit.ly/9zka55 (Hint - it's good) (via @choosenick

2010-04-07 01:38:11
RT @McKQuarterly: Video interview: Building the next-generation business leader http://bit.ly/d6Xsyv

2010-04-06 12:01:52
Marketable Emotions or Engaging Experiences-http://bit.ly/cCfOfv

2010-04-06 11:58:28
Measuring Emotions in a Consumer Decision-Making Context-http://bit.ly/blCiRV

2010-04-06 11:53:32
@EngageConsult Should that be purpose, or reason?

2010-04-06 11:51:35
"There should be a clear reason for every single aspect of every touchpoint you have with customers." from Never By Chance

2010-04-06 09:48:22
Emotions are feelings linked to a specific behavior (Gardner 1984).

2010-04-06 09:43:26
Linking Emotions and Values in Consumption Experiences-http://bit.ly/9zlxww

2010-04-06 07:23:52
Who, when and how to drive increased profitability through customer referrals http://tinyurl.com/yztpvmf

2010-04-05 14:58:26
RT @YourCustomers The Powerful Question to Which We All Need an Answer http://goo.gl/fb/3hSsf

2010-04-05 11:34:13
The Powerful Question to Which We All Need an Answer http://goo.gl/fb/3hSsf #sales

2010-04-05 11:17:33
Not all service staff have the same view of service: It can mean service, hitting targets, or value co--creation http://tinyurl.com/y9ffgot

2010-04-04 13:55:28
@GrahamHill What's exactly the customer jobs? Are they supposed to do anything?

2010-04-04 13:54:12
@stevedenning That's rude! The pope is not here to act as CEO! Go read the bible before you make any negative comments against a religion!

2010-04-01 10:39:44
RT @sethgodins Are you rational? http://bit.ly/c9KtIF We all know that long ago, don't we?

2010-04-01 09:34:14
Are you rational? http://bit.ly/c9KtIF

2010-04-01 07:28:41
touchpoint, experience-http://bit.ly/9qfdIF #touchpointexperience

2010-04-01 07:26:57
has just created #touchpointexperience...

2010-04-01 07:26:24
just discovered #touchpoint and #experience!!!

2010-04-01 06:51:59
touchpoint, experience, relationship from LinkedIn-http://bit.ly/9qfdIF

Tweets of Mar 2010

2010-03-31 22:15:04
Reading: "Fall From Grace: How Brands Can Avoid Losing Status, Respect, and Prestige" http://ow.ly/1tdrg

2010-03-31 08:46:20
What is an Experience Strategy? http://bit.ly/cyv2DE

2010-03-30 13:36:50
Do you really trust what you experience?

2010-03-30 00:29:09
Why do most change programs in organizations fail? Ten principles to get change right http://bit.ly/aeHfi3 http://bit.ly/azodYo

2010-03-26 02:09:56
@TIME Why not?

2010-03-25 08:12:42
@GrahamHill Great Graham. What's the link? I'll definitely visit your own blog daily.

2010-03-25 07:51:39
@Choypw [GrahamHill] Am getting round to writing again. Probably on my own Ning blog. Work in progress.

2010-03-25 07:49:12
@GrahamHill So where do you write now? Or I just follow you here at Twitter? Honestly, I like most of your tweets! I learn so much there.

2010-03-25 07:48:23
@GrahamHill Couldn't agree more Graham. I was thinking to write there again, but since you ain't there, I just dismiss the idea.

2010-03-25 07:24:41
@Choypw [GrahamHill] I have so much project, study and development work to do I don't really find time. And CustomerThink is not what it was.

2010-03-25 07:20:50
@GrahamHill You don't write for CustomerThink now, Graham?

2010-03-25 03:25:01
Success is the sweetest revenge.

2010-03-25 01:44:20
doesn't understand why people always want to think China likes to fight? Is it because those people who want to fight in the first place?

2010-03-25 01:18:24
@armano China doesn't fight. Just that people want China to fight.

2010-03-24 08:19:14
Interesting. Building and Leading Customer-Centric Organisations, HBS in Paris, June 2010 http://tinyurl.com/y94xzqy @masscustom

2010-03-24 10:56:18
RT @GrahamHill: Interesting. Building and Leading Customer-Centric Organisations, HBS in Paris, June 2010 http://tinyurl.com/y94xzqy @ma ...

2010-03-24 07:23:28
gam ngo bong ng doh nei ga woh...

2010-03-23 16:09:25
Successful Service Design: Turning Innovation into Practice http://tinyurl.com/y9wos2r

2010-03-23 04:55:37
Discussion on touchpoint and MOT-http://bit.ly/9aEUUo

2010-03-23 03:08:37
has just changed the password... and unfollow a few people. Suddenly, the world is a lot more peaceful and quieter... :)

2010-03-22 13:31:05
@Choypw [CustomerMgmtIQ] My apologies-I think my account was hacked...

2010-03-22 07:04:41
@CustomerMgmtIQ You are sending out virus with this link!!! http://twt.tl/JPkBi3k

2010-03-22 07:01:05
Shit!!! Blake Landau of CustomerMgmtIQ is sending out virus through Twitter!!! I just clicked on the stupid link!!! http://twt.tl/JPkBi3k

2010-03-19 05:52:00
is depressed...

2010-03-18 12:06:23
@Choypw [AlanSee] Agreed! thanks for the note.

2010-03-18 11:09:12
@AlanSee That's a good one Alan! Always look into the future. Doing the best at present will only feed you now.

2010-03-18 11:04:31
RT @AlanSee Don't just focus on what biz comes your way; go after biz that will position U & ur organization 4 expanded future opportunities

2010-03-16 09:07:37
RT @GrahamHill: The Guardian has a 10 page supplement on Service Design. 10 Pages, 350.000 copies.Great stories! Download http://bit.ly/ ...

2010-03-16 05:23:49
The Guardian has a 10 page supplement on Service Design. 10 Pages, 350.000 copies.Great stories! Download http://bit.ly/9dNOAo (via @BiSDN)

2010-03-16 03:25:47
Waht do you thnik? "A smpile fololw up fromlua." Is it effcetvie? http://bit.ly/bYcNl7

2010-03-16 02:16:48
My rihgt ear got stnug by a moqsiuto!!!

2010-03-15 07:24:23
finally kowns waht litlte tnihgs are!!!

2010-03-15 07:23:39
is hvanig geart fun wtih ltitle tihngs!!!

2010-03-15 07:23:03
is larennig to wirte in "lttile tghins" way...

2010-03-15 03:48:50
is mnkeaig lttile tginhs cuont!

2010-03-14 15:38:51
Since “society cares for the individual only so far as he is profitable,” why feel bad when you are being ignored? (Simone de Beauvoir)

2010-03-12 03:29:12
is having a long vacation... not physically but mentally... and that's important... because that's pom, or peace of mind...

2010-03-11 07:15:07
Are loyal customers really more profitable. Not always http://tinyurl.com/yg42qsm It's time for fact-based management

2010-03-11 04:02:14
There is a BIG difference in "we've tried hard but failed" and "we never try but failed!"

2010-03-11 03:37:29
Silence is not GOLDEN when communication is the key to SUCCESS!

2010-03-11 03:06:11
Every Contact is Golden http://is.gd/a2H0v

2010-03-10 09:50:57
is "impressed" with www.careers.jnj.com. Try apply Requisition Number 0758100302, and it takes forever to complete the online applicaton!

2010-03-09 09:54:09
touchpoint creates experience and forms relationships.

2010-03-09 07:03:43
is reviewing articles on engagement.

2010-03-09 06:55:26
There is something wrong with Twitter and LinkedIn again. Twitter won't show up on LinkedIn. Is it the problem of Twitter, or LinkedIn?

2010-03-09 05:24:22
Is MSO2007 creating convenience or trouble for users since 10 years ago!?

2010-03-09 05:23:18
MSO2007 is really stupid! Why removing page number from first page is "different first page?!" I need to spend 10 mins to figure that out!

2010-03-09 04:47:29
has to conclude again that MSO2007 sucks! Give me back the old toolbars!!!

2010-03-08 10:26:10
RT @roscamabbing: Successful service innovation is brand-driven, say Wolff Olins http://bit.ly/UBtyk, full report here: http://bit.ly/aiBWd7

2010-03-08 01:50:05
RT @AlanSee: We can do more to affect the quality of our lives by controlling our expectations than we can by doing anything else ~ The ...

2010-03-05 07:23:38
What's the Next Big Thing after the experience economy? It's still experience... because humans are always emotional creatures.

2010-03-05 07:53:35
Believing is not seeing. Is there a relationship between CEx and performance? http://tinyurl.com/ydo6593 (see the comments)

2010-03-05 06:37:46
Is Social Media a new communication platform, or is it a tool?

2010-03-05 04:35:00
RT @SocBizOne Marketing on Twitter – Four styles compared http://bt.io/Eblf

2010-03-04 11:47:10
@GrahamHill Nice 5w1h application

2010-03-04 11:45:42
@Winnieciw Wow!!! Your first RT!!!

2010-03-04 02:39:14
16 Facebook Applications to Boost Popularity of Facebook Fan Page ... http://bit.ly/9sHv9l

2010-03-03 20:23:18
Social Customer Case Study: OK Labs Hits 150% of Customer Community Target http://goo.gl/fb/zEgz #customerservice

2010-03-03 19:23:31
Amazing Customer Service Resource: WBSOnline.com: http://bit.ly/bv0zgI

2010-03-03 19:22:10
Managing Customer Value: One Stage at a Time. Sample of a new book (pdf) http://bit.ly/dp4DU2 (via @johannabragge)

2010-03-03 09:54:45
The relationship between Value Chain by Porter and Service Profit Chain by Heskett et al is...

2010-03-03 09:44:26
The peak-end rule is irrelevant in determining customer experience.

2010-03-03 09:36:43
experience is not just about expectations. It is definitely more than that!

2010-03-03 09:36:12
If touchpoint is any interaction any time any way any place, understanding relationship from employee to customer to brand is a must.

2010-03-03 09:31:39
To understand customer experience, we have to understand its relationship with touchpoint.

2010-03-03 07:44:11
A marketer’s guide to behavioral economics -- Good stuff http://tinyurl.com/ygxde5s (via @ericfletcher @andressilvaa) (via @futurescape)

2010-03-03 01:42:42
is looking for someone who is really good at creating PowerPoint presentation. Any referral?

2010-03-02 13:37:02
Gartner's key predictions: "..by the end of 2010 Facebook will be #1 social networking site in all but 25 countries." http://is.gd/9t0FC #in

2010-03-02 03:45:08
Is your #brand a one night stand or keeper? RT@simonmainwaring http://bit.ly/cEdY24 #crm #cmo #engagement #sme

2010-03-01 12:40:15
What if your front-line staff are salesmen when you want problem solvers? Service models of frontline employees http://tinyurl.com/y9ffgot

2010-03-01 12:37:30
Driving Profitability by Encouraging Customer Referrals: Who, When and How http://tinyurl.com/yztpvmf

2010-03-01 10:33:03
Interesting list of companies (websites) actively using co-creation http://value-co-creation.blogspot.com/

2010-03-01 09:00:22
"Experience is not what happens to a man; it is what a man does with what happens to him." Aldous Huxley

Tweets of Feb 2010

2010-02-28 17:20:13
RT @johntodor: RT @TweetRightBrain 100 Incredible Lectures from the World’s Top Scholars | Online Universities http://bit.ly/bycBiv

2010-02-28 09:43:05
He will come again to judge the living and the dead.

2010-02-27 12:21:16
Smashing Magazine: Better User Experience With Storytelling. Part 1: http://j.mp/baKoG3 and Part 2: http://j.mp/awpuRP /via .@OCLC

2010-02-27 12:13:45
When touchpoint is any interaction, then experience happens at touchpoint.

2010-02-27 11:03:27
5 Top Companies Winning Twitter Strategies... http://su.pr/4BljEF

2010-02-27 06:07:57
redefines touchpoint as any interaction between/among 2 or more entities any time any way any place for a purpose.

2010-02-26 08:18:04
@GrahamHill That's a good one. I guess you have the answer. They were born to be the guru. Ha!

2010-02-26 07:41:21
The power of peer production: @jhagel on From Do It Yourself to Do It Together Harvard Business Review: http://bit.ly/d4o2GB

2010-02-26 04:30:52
Listen, Analyze, Relate, Act: http://bit.ly/az5SfW

2010-02-26 02:37:38
"Everything has been said before, but since nobody listens we have to keep going back and beginning all over again." Andre Gide

2010-02-25 09:48:37
RT @customerthink What Exactly Is Touchpoint? http://bt.io/EYgH

2010-02-25 09:25:15
RT @wanszezit: Yahoo 宣布與Twitter 合作 http://bit.ly/cGUbfM

2010-02-25 03:11:04
Measuring Service Effectiveness in the Call Center http://goo.gl/fb/Ynuh #customerservice

2010-02-25 01:48:35
In order to have a positive experience, "ask not what your country can do for you; ask what you can do for your country." John F Kennedy

2010-02-24 17:42:10
A marketer’s guide to behavioral economics http://bit.ly/bzKJkO

2010-02-24 17:05:42
RT @davidabrock: Moving from campaigns to focusing on customer experience. Interesting article via @mopartnersceo http://ow.ly/1aN7Y

2010-02-24 17:04:01
Lots of interesting service experience papers from one of my favourite academics: Ruth Bolton http://tinyurl.com/ydzrnel

2010-02-24 15:24:29
RT @sethgodins Once in a lifetime http://bit.ly/bkxASu What's exactly the message...?

2010-02-24 06:00:51
"Life must be understood backwards; but... it must be lived forward." Soren Kierkegaard

2010-02-23 09:54:22
"It is not how old you are, but how you are old." Jules Renard

2010-02-23 01:40:59
"Life is the art of drawing without an eraser." John Gardner

2010-02-22 04:55:53
"Good judgment comes from experience and experience comes from bad judgment." Fred Brooks

2010-02-21 14:27:20
RT @GrahamHill Which is the original, which the plagiarised copy? http://tinyurl.com/m6a3oe http://tinyurl.com/nq85y7 That's an experience!

2010-02-21 06:34:15
RT @MKTFire: The Three "Ds" of Customer Experience: http://tinyurl.com/cfuvka Although I am suspicious of anything Fred Reichheld writes

2010-02-21 05:43:46
Customer Experience Model: Which is the original, which the plagiarised copy? http://tinyurl.com/m6a3oe http://tinyurl.com/nq85y7

2010-02-20 17:12:41
Interesting new blog by Richard Tait on Winning Customer Experiences http://tinyurl.com/yc2okxq

2010-02-20 06:56:36
#reddit A social-media marketer's guide on Reddit: Bring bacon | Danwin ... http://bit.ly/bs5jFJ

2010-02-20 01:20:47
5 Twitter Tools You Can't Live Without... Lee Odden...http://su.pr/2JOQbb

2010-02-19 17:38:03
Top 10 Customer Service Books: http://bit.ly/9hkb58

2010-02-19 08:16:44
RT @customerthink An Introduction to Outcome-Driven Innovation http://bt.io/EWW7

2010-02-18 12:20:33
Great post by Alan Mitchell showing why marketers must mend their myopic metrics http://tinyurl.com/yhw4xa5

2010-02-18 10:23:13
5 Forces That Drive Mobile Marketing... Are You Aligned...Rohit Bhargava...http://su.pr/2dz8uX

2010-02-18 07:00:32
Is your business making WOWful Connections with your customers?: http://bit.ly/b5JAtM

2010-02-18 02:42:21
Location, Location, Location http://goo.gl/fb/XaNh #customerservice

2010-02-17 22:25:57
#facebook How To Build A Customized Facebook Page For Your Business http://ow.ly/16Bpg2

2010-02-17 06:18:53
is back!

2010-02-17 06:05:36
Great insight: Ask what your customer is doing 3 min before & 3 min after using your product http://ow.ly/18156 (via @merigruber)

2010-02-16 19:53:03
The best small business strategy for Twitter... Matt Rhodes...http://su.pr/8R8FY3

2010-02-16 18:04:14
Is conversation an art or a skill? | http://su.pr/1SPI0w

2010-02-16 17:44:42
"Get in tune with your customers' needs, then over deliver" - The Line 6 Rule http://bit.ly/aTSX5s (via @thinktankonline)

2010-02-16 16:36:36
Social media for small businesses 2: Making the most of Twitter http://goo.gl/fb/Wnca #sales

2010-02-16 16:04:46

2010-02-16 16:02:48

2010-02-16 15:54:41

2010-02-16 07:56:06
Do We Need a Customer-Dominant Logic in Service Companies? http://tinyurl.com/y8qsosz

2010-02-16 07:40:56
Aric Rindfleisch on Customer Co-creation: A Typology  and Research Agenda http://tinyurl.com/nqmbry

2010-02-16 07:22:11
RT @bobapollo How much process is too much process? http://bit.ly/dabu4g

2010-02-16 05:12:19
#Brands with the most engaged and loyal customers -http://bit.ly/cRtW3X #crm #scrm #cmo #ceo #retail

2010-02-16 04:45:44
Useful post re: The engineering of the ideal customer experience http://bit.ly/94Luo7 #cio #cmo #sme #crm #scrm

2010-02-16 02:37:40
Social Media Lifecycle Framework http://goo.gl/fb/wrsG #sales

2010-02-15 13:26:56
Really looking forward to this in a few weeks, wtih @mariosundar: Ten Tips on Marketing with LinkedIn http://bit.ly/9SrBvL

2010-02-15 09:00:19
Must read: Packed full of uncommon sense about the Customer Development Model http://tinyurl.com/clefaf

2010-02-15 07:51:37
Social Media turning Marketers into Media Companies?: http://bit.ly/9yw9gf

2010-02-15 07:51:35
The Fillmore customer experience signature: apples and limited prints: http://bit.ly/cm0K35

2010-02-15 07:51:34
About Them Customers’ Expectations: http://bit.ly/bsHiUn

2010-02-14 18:49:18
LinkingOUT http://bit.ly/d9DX5a

2010-02-14 11:04:44
Invent a holiday http://bit.ly/b7jJPk

2010-02-14 00:18:17
Why #innovation, by itself, will never be enough. Brian Arthur on 'The Structure of Invention' http://tinyurl.com/ygsqc8u

2010-02-13 21:27:35
Best article about Toyota's problems I have read so far. The Economist http://tinyurl.com/y8kl34w A failure in governance.

2010-02-13 12:44:04
RT @GrahamHill If you have interest in Service or Experience Design, you should join @servicethinkers Wenovski http://tinyurl.com/l5muka

2010-02-13 09:28:09
If you have an interest in Service Design or Experience Design, you should join @servicethinkers Wenovski http://tinyurl.com/l5muka

2010-02-13 08:14:36
Word of Mouth from non-loyal customers has the biggest impact on sales by @fgossieaux http://tinyurl.com/y9zngh5

2010-02-13 06:55:44
The Matthew Effect – linking and how things become viral in social media http://goo.gl/fb/AuZs #sales

2010-02-13 04:04:50
SCAMP: Five Pillars of Shopper Experience http://tinyurl.com/y8qtpww

2010-02-13 04:04:48
SCAMP: Five Pillars of Shopper Experience http://bit.ly/apmrC2 CRM

2010-02-13 04:04:47
SCAMP: Five Pillars of Shopper Experience: http://bit.ly/9pkRww

2010-02-12 17:53:45
RT @McKQuarterly: Using behavioral science to improve the customer experience http://bit.ly/9TK443

2010-02-12 17:05:36
Using behavioral science to improve the customer experience http://bit.ly/9TK443

2010-02-12 13:07:38
What Your Company Should Know About Social Networking http://goo.gl/fb/UJQO #customerservice

2010-02-12 13:03:37
Four Seasons literally leaves their mark in customer service: http://bit.ly/cjsuRV

2010-02-12 12:15:05
Brand Republic: Two companies that 'get' social media - Pepsi and Toyota http://tinyurl.com/y9btj7d

2010-02-12 09:24:45
How WOM Impacts Loyalty Marketing... Francois Gossieaux...http://su.pr/1ixYjQ

2010-02-12 07:58:45
How would you define social media?

2010-02-12 06:17:41
Design Evolution of 40 Famous Corporate Company Logos http://bit.ly/9O6wBd

2010-02-12 05:24:45
@Choypw [mobilechad] Thanks for the tweet about status on LinkedIn iPhone. I'm following up with the mobile team on this issue.

2010-02-11 18:50:33
RT @CEB_MLC: 10 Habits of Highly Effective Social Media Marketers http://bit.ly/cV3OgC #sbosm

2010-02-11 18:43:58
Twitter Marketing http://bit.ly/9wFeVS

2010-02-11 16:25:18
What's The ROI Of Social Media? That's What EVERYONE WANTS TO KNOW! http://goo.gl/fb/i3Tr #customerservice

2010-02-11 07:42:40
Buzz can be connected to Twitter?!

2010-02-11 07:30:25
Is that an iPhone bug, or LinkedIn bug?

2010-02-11 07:29:31
Interesting... message posted on LinkedIn using iPhone won't be posted on Twitter! Is that a bug?

2010-02-11 06:30:48
Oh... to be more exact... Link to T and FB using iPhone not ok!!!

2010-02-11 05:21:36
T to FB ok but Link not ok. Link to T ok but FB not ok. FB to Link and T never ok! Why?

2010-02-11 05:13:42
Tweet? Buzz? Silence... zzz...

2010-02-11 02:15:21
"Experience is simply the name we give our mistakes." Oscar Wilde

2010-02-11 02:09:39
Touchpoint can be seen and unseen. With touchpoint comes experience. With experience comes relationship.

2010-02-10 20:47:10
10 Habits of Highly Effective Social Media Marketers http://bit.ly/cV3OgC #sbosm

2010-02-10 16:59:02
How come my Tweet does not show up in LinkedIn anymore...?

2010-02-10 15:40:18
"Every moment is an experience." Jake Roberts

2010-02-10 15:29:47
"Every moment is an experience." Jake Roberts

2010-02-10 15:28:27
@joecalloway Every touchpoint should have a purpose instead of a reason. There is a fine line between purpose and reason.

2010-02-10 12:42:24
How often do you spend time looking for little things?

2010-02-10 12:39:20
Little things are things that aren't obvious. When you make little things count, it gives positive experience because of zero expectation.

2010-02-10 06:06:22
From mass to 1-to-1; from product to value; from relationship to experience. What's next? Back to basics? What're the basics?

2010-02-10 06:03:45
@ADHumlen I am not sure if the sequence is right. Relationship is made up of touchpoints, and touchpoint creates experience...

2010-02-10 05:13:16
RT @customerthink Customer Experience Management: 10 Best Practices to Create Real Business Value http://bt.io/ET8R

2010-02-10 04:00:00
Service is long irrelevant, for any service initiative is to deliver positive experience.

2010-02-09 15:31:54
Every touchpoint has a purpose: 1) positive experience with others, 2) positive experience with customers, 3) positive experience on brand.

2010-02-09 15:24:26
Individual touchpoint creates personal experience; customer touchpoint customer experience; brand touchpoint brand experience.

2010-02-09 15:22:50
Touchpoint does not create customer experience, but experience.

2010-02-09 15:21:25
RT @EngageConsult: Every touchpoint creates a customer experience, and every customer experience either advances or hinders the achievem ...

2010-02-09 13:37:16
Relationship is a human thing. A robot won't understand feelings. Software only makes things go faster but won't improve relationship!

2010-02-09 13:35:06
It's interesting that so many firms still invest heavily in CRM. When will they realize that CRM is not about software but human process?

2010-02-09 13:31:23
RT @GrahamHill Understanding the 'value in use' of a service experience http://tinyurl.com/ya3pd5w Excellent article! Thank you Graham.

2010-02-09 13:27:19
@YourCustomers Don't forget the guanxi thing.

2010-02-09 12:58:55
The Missing Link of CRM Profitability: Building Marketing Capabilities http://tinyurl.com/ycsqtj6 Interesting idea but incomplete?

2010-02-09 12:22:38
He does a great job showing why Social Media is so important and why it is here to stay. http://bit.ly/bRfqHg

2010-02-09 11:28:29
Inputs from a Generation-Y Customer http://goo.gl/fb/Mcfg #customerservice

2010-02-09 09:48:08
#socialmedia Social Media Marketing | Mobile Marketing Association http://bit.ly/csvm7z

2010-02-09 09:01:15
#socialmedia 10 Ways to Manage Your Online Social Media Reputation http://bit.ly/dyyUER

2010-02-09 07:31:46
adidas gives ‘a little something extra’ using augmented reality: http://bit.ly/c0NTmC

2010-02-09 06:20:05
RT @sclmedia_buzz: #socialmedia 5 Insightful TED Talks on Social Media http://bit.ly/9KgVWE

2010-02-09 06:15:36
#socialmedia 5 Insightful TED Talks on Social Media http://bit.ly/9KgVWE

2010-02-09 05:01:59
is believing...

2010-02-09 02:30:36
Every touchpoint creates a customer experience, and every customer experience either advances or hinders the achievement of your vision.

2010-02-09 02:30:06
"There should be a clear reason for every single aspect of every touchpoint you have with customers." from Never By Chance

2010-02-08 16:02:46
RT @armano: after 40 years, Heinz (client) re-designs ketchup packets http://bit.ly/bnKHoH #in

2010-02-08 16:01:11
@YourCustomers Isn't that too obvious? It'd be great if we have some solid and classic examples.

2010-02-08 15:59:20
after 40 years, Heinz (client) re-designs ketchup packets http://bit.ly/bnKHoH #in

2010-02-08 15:41:27
@choypw [ADHumlen] many thanks for RT Critical link between customer experience and the #brand http://bit.ly/bnQdBM

2010-02-08 15:11:52
Excellent article by Alan Mitchell on treating customers fairly to create win:win outcomes http://tinyurl.com/y96cy93

2010-02-08 10:51:49
RT @graphicdesignsw Touchpoint Conflict « Design for Service http://bit.ly/azfQAX

2010-02-08 10:19:09
Touchpoint Conflict « Design for Service http://bit.ly/azfQAX

2010-02-08 09:38:44
calls it quits. Ciao.

2010-02-08 09:21:18
thinks LinkedIn is only for people in HR and T&D.; Want to join some local marketing groups? Sorry. It's not available.

2010-02-08 09:15:21
RT @sclmedia_buzz: #socialmedia Intel's Social Media Training - The Conversation - Harvard ... http://bit.ly/9zMeUK

2010-02-08 08:50:00
#socialmedia Intel's Social Media Training - The Conversation - Harvard ... http://bit.ly/9zMeUK

2010-02-08 08:06:52
has experienced breakdown, is experiencing breakeven, and will experience breakthrough soon.

2010-02-08 08:00:35
RT @sclmedia_buzz: #stumbleupon Mixx Facebook Twitter Digg delicious reddit MySpace StumbleUpon ... http://bit.ly/9TR96a

2010-02-08 07:38:51
#myspace Exploring The Benefits Of Advertising On MySpace http://bit.ly/ckXuOz

2010-02-08 04:54:18
RT @sclmedia_buzz: #socialmedia The Numbers Of Social Media And Some Foolish Examples http://bit.ly/auYnbR

2010-02-08 04:54:15
RT @sclmedia_buzz: #socialmedia Social Media, the "must have" for any brand in 2010 http://bit.ly/atkJYq

2010-02-08 04:53:57
@soniasimone That's really difficult... please let me know if you find the way.

2010-02-08 04:51:49
Good Intentions, Bad Experience: http://bit.ly/cu5yzZ

2010-02-08 04:24:34
has a new way of looking at touchpoint. There is no type but element of touchpoint.

2010-02-08 03:06:30
#socialmedia The Numbers Of Social Media And Some Foolish Examples http://bit.ly/auYnbR

2010-02-08 03:06:29
#socialmedia Social Media, the "must have" for any brand in 2010 http://bit.ly/atkJYq

2010-02-07 22:26:08
Did you know Microsoft is rated #3 in top global brands for 2010 (Interbrand study) http://bit.ly/XF1lt

2010-02-07 15:34:00
RT @GrahamHill: RT @grahamdbrown: @enoVate @oasisdigital: Customers Are The Brand (really interesting read) - http://bit.ly/cROSdl

2010-02-07 14:35:46
RT @grahamdbrown: @enoVate @oasisdigital: Customers Are The Brand (really interesting read) - http://bit.ly/cROSdl

2010-02-07 09:28:32
RT @aharbourne Two ways to improve customer experience: 1. Improve your product. 2. Find dumber customers #dilbert via @vishalmamania

2010-02-07 09:27:54
RT @ExactaGroupNOLA An Overview of The Role of Social Media in Creating Word of Mouth and Customer Experience http://shar.es/aNQMS

2010-02-07 09:27:32
RT @blumaya Role of Social Media in Creating Word of Mouth and Customer Experience http://bit.ly/dbsFG3 #socialmedia #wom

2010-02-07 09:26:57
RT @markericson Video - Customer Experience the way it should be http://tr.im/N8yB #CX

2010-02-07 09:26:35
RT @ADHumlen Critical link between customer experience and the #brand http://bit.ly/bnQdBM #cmo #cio #sme #design #scrm

2010-02-07 09:25:07
RT @nielsbuningh Customer Touchpoint is online: http://www.customertouchpoint.nl/

2010-02-07 09:24:56
RT @billwadman Another marketing word I can't stand, "Touchpoint"

2010-02-07 09:24:44
RT @DavidWLocke I get this different situations, but a touchpoint is a touchpoint, an effective touchpoint converts, regardless of sit.

2010-02-07 09:23:51
RT @thinkBIG_blog @Michaelervin Substitute "consumer touchpoint" for "advertisement" in that quote and he's right.

2010-02-07 09:23:12
RT @IM_Branded Your brand is communicated through every customer touchpoint, by every employee http://bit.ly/9Vp9qA

2010-02-07 09:22:33
RT @CEB_MLC B2B Customer Experience: So Many Touchpoints, So Little Time http://bit.ly/9NmjA5 #Wide_Angle

2010-02-07 09:21:52
RT @heidicohen Digital brand presence at each touchpoint. Think digital eco-system. #smwnyc #smwrazor

2010-02-07 09:21:37
RT @ideaDistillery Creative marketer looks at any change as another touchpoint; an opportunity to connect & bond.

2010-02-07 09:20:34
RT @passarelle always manage your job search well - every touchpoint is important - http://bit.ly/9sTXx4

2010-02-07 09:20:16
RT @jer979 How To Do A Customer Touchpoint Assessment http://bit.ly/dj0A6I

2010-02-07 09:16:49
is learning and trying to think different.

2010-02-07 05:40:53
Yes, Virginia, There Is A Return On Customer Experience Investments: http://bit.ly/dgh2MU

2010-02-06 13:46:11
@YourCustomers Twitterific. Still CRM? Do you really know how to manage relationships? Software? Really?

2010-02-06 10:28:09
If relationship is a function of happiness, then how do we quantify relationship?

2010-02-06 09:47:39
Unless you are Robinson Crusoe, relationship does matter. And connecting in a connected world becomes must-have but not nice-to-have.

2010-02-06 09:45:56
In a connected world, every relationship counts. It may not bring happiness, but it is the minimum requirement to survive.

2010-02-06 09:41:29
So why we build relationships? For gain? Or pain? Or both?

2010-02-06 09:40:37
In the case of Robinson Crusoe, relationship doesn't really matter.

2010-02-06 09:38:47
Relationship matters only when there is a relationship.

2010-02-06 09:37:15
So does relationship really matter?

2010-02-06 09:35:02
If external, then it's relationship with others.

2010-02-06 09:32:53
Is peace internal-driven, or external-driven?

2010-02-06 09:32:18
Peace? Without war, there is no peace. With war, then some RIP? Everything is relative?

2010-02-06 09:30:39
Healthy in terms of mind, body and soul? How? Work-life balance instead of integration?

2010-02-06 09:28:56
Happiness = Self(Health) + Others(Peace)

2010-02-06 09:23:48
If profit equals revenue minus cost, what's the formula for happiness?

2010-02-06 09:22:42
You have the equation for profit. How about happiness?

2010-02-06 09:19:19
For company, it's profitability. For individual, it's happiness.

2010-02-06 08:31:50
Who doesn't want to live happily and peacefully, but how?

2010-02-06 06:45:30
@sclmedia_buzz Not only Social Media but every communication.

2010-02-06 06:44:39
@soniasimone Regrettably it seldom works for me... Especially when it involves the dollar sign... Sigh...

2010-02-06 06:24:29
@armano That's too bad! That's bad practice!!! We should promote the sharing of knowledge but not discourage...

2010-02-06 06:21:27
has to agree that "success is the sweetest revenge."

2010-02-05 18:27:21
RT @Bob_Thompson: RT @SocBizOne The Social CRM and Enterprise 2.0 Experience Continuum http://bt.io/ERjN -- must-read post and discussion!

2010-02-05 18:00:24
believes that it's better late than never... :P

2010-02-05 17:59:51
is getting really excited... he just learned how to use bit.ly... ha!

2010-02-05 13:56:10
#socialmedia Guide to Choosing Social Media Tools | paulgillin.com http://bit.ly/al27HB

2010-02-05 07:15:00
is experiencing the power of LinkedIn now...

2010-02-05 03:03:37
is enjoying his virtual life...

2010-02-05 02:32:23
is making little things count.

2010-02-04 17:22:26
#youtube Hulu reaches 44 million users, a real challenge to YouTube? http://bit.ly/depNnR

2010-02-04 16:36:04
just linked Twitter with LinkedIn.

2010-02-04 15:25:39
#socialmedia In Social Media We Trust? http://bit.ly/a4ScpQ

2010-02-04 13:17:12
@GrahamHill Ha... I almost miss your reply Graham. I just love your point of view. :D

2010-02-04 13:15:37
Should we go for all? Or just focus on one tool?

2010-02-04 13:15:00
And also the relationships among fans, followers, and connections in LinkedIn?

2010-02-04 13:13:55
And are there any differences between fans in FB Page and followers in Twitter?

2010-02-04 13:10:45
And what're the benefits of having a long list of followers?

2010-02-04 13:08:19
How do you attract followers?

2010-02-04 12:23:56
RT @ariegoldshlager: 3 Surprising Perspectives on Influence in Social Networks http://post.ly/M8BW

2010-02-04 12:19:59
If you can't solve a problem just turn it on its head with behavioural economics http://tinyurl.com/ycmfqq3

2010-02-04 12:05:54
#socialmedia 5 Things True Social Media Experts Do Online » Techipedia | Tamar ... http://bit.ly/cFlIDK

2010-02-04 11:30:16
What are the dos and don'ts for Social Media?

2010-02-04 10:59:42
Anyone here uses LinkedIn?

2010-02-04 08:11:17
RT @enoVate: RT @grahamdbrown: @oasisdigital: Customers Are The Brand (really interesting read) - http://bit.ly/cROSdl

2010-02-04 07:49:23
HBR.org: Brand Experience Matters to Consumers More Than Loyalty Clubs http://web.hbr.org/e/?e=ds&d=020310

2010-02-04 06:12:54
Rethinking The Customer Buying Experience: http://bit.ly/aMxLyL

2010-02-04 02:04:59
@TIME Does China really care?

2010-02-04 02:03:31
@coltkwong I still ain't sure if Twitter will become another FB in HK.

2010-02-03 15:03:09
A Short (and Personal) History of Social Media http://tinyurl.com/ye4apsv

2010-02-03 11:01:28
Hm... Forty tales from the afterlives...

2010-02-03 10:33:16
Should I pick little things? Or The Code...?

2010-02-03 10:31:57
Little things... What are little things? Little things... Are actually bigger than big things.

2010-02-03 10:21:27
@GrahamHill I'm still in touchpoint... But I have to agree with you... Co-creation is always the big word...

2010-02-03 10:20:13
Are Social Media Measurement Tools Useful At All?

2010-02-03 09:41:43
@Choypw [GrahamHill] Yes we do. But by concentrating on the value-co-creation that creates real relationships, not on the relationships themselves.

2010-02-03 09:26:49
@GrahamHill Do we still need to care for relationships?

2010-02-03 09:25:36
Touchpoint is any point that is touched between/among 2 or more entities via any channel at any time for a purpose.

2010-02-03 06:38:43
is reading Twitterature... And wants to do similar thing for touchpoint experience management.

2010-02-03 06:37:52
There are 2 types and 3 levels of experience.

2010-02-02 22:40:57
RT @thinkdsignchnge: BusinessWeek special report: A closer look at how design can impact the bottom line of businesses http://j.mp/bg7lwf

2010-02-02 21:53:10
RT @customerthink Which affects customer experience more: marketing; direct sales and service contact; or... http://bt.io/EQmb

2010-02-02 11:34:31
Are YOU creative? The idea of creativity, the creativity behind an idea http://tinyurl.com/yen4sud

2010-02-02 06:12:09
thinks it's the same basic change cycle... From resistance to acceptance... Or the team building process: form, storm, norm, perform...?

2010-02-02 06:09:43
is wondering what kind of experience Social Media is giving us at different stages.

2010-02-01 23:00:14
is creating a presentation on Social Media.

2010-02-01 22:47:26
RT @SocialNicole A favorite marketing and social media website. you get your bang for your buck with @marketingprofs, great webinars! [yay!]

2010-02-01 21:12:11
RT @PattiBreckenrdg: 10 Rules of Customer Centricity - http://bv-url.com/shb3 - RT @Bazaarvoice

Tweets of Jan 2010

2010-01-30 11:58:26
@Choypw [GrahamHill] Twitter is the perfect tool for me to keep in touch. Facebook is bogged down in SocMed junk from push marketers!

2010-01-30 09:01:49
doesn't get it. Do people interact in Twitter? If not, then what's it for? Just to share own thinking? Does anyone care?

2010-01-30 08:59:26
@GrahamHill Long time no see Graham. I'm new to Twitter. It seems cool. But why Twitter when there is Facebook?

2010-01-30 08:54:00
also wants to know the WIIFM of using Twitter.

2010-01-30 08:53:02
is trying to understand why Twitter isn't hot in HK and China yet...

2010-01-30 03:41:14
LOL: I think Guy invented a new acronym here with "BMFFL": http://tinyurl.com/yagu8jt (@guykawasaki @alltop)

2010-01-30 02:40:07
Six Ways to Find Social Media Talent http://bit.ly/cm7G56

2010-01-29 18:12:10
Can anyone tell me the difference between FB and TT?

2010-01-29 04:25:20
Addressing a Customer Pain Point as the Basis for a New Business: http://bit.ly/cpfGCS

2010-01-28 23:07:11
What Sets a Brand Apart from Any Other: The Crayola Song http://post.ly/L4I2

2010-01-28 20:48:52
RT @nextactioncoach: Social Media Marketing: How Pepsi Got It Right http://bit.ly/cDoJTd

2010-01-20 16:25:17
is still figuring out how to tweet... anybody help!?

Tweets of 2009

2009-11-07 10:17:41
is making little counts!!!

2009-05-30 07:57:35
Learning how to use Twitter...

02 May 2010

"Any time" versus "Anytime"

Any amount of time = any time.
Do you have any time to review this piece?
We spent hardly any time in Dallas.
He doesn't have any time for us now that he has a girlfriend.
Whenever, at any time = anytime.
Call me anytime.
Anytime this happens, let me know.
I can meet anytime on Friday.
The correct choice after the preposition at is always the two-word form. Or leave out the preposition and use the one-word form. (Leaving out the at seems to be an American habit.)
I can meet with you at any time. (Compare: I can meet with you anytime.)
Did you talk with him at any time? (Compare: Did you talk with him anytime?)
I am free at any time between 1 and 4 p.m. (Compare: I am free anytime between 1 and 4 p.m.)
An unedited version of this article is available at Legal Writing Prof Blog.