29 June 2010

Expectations from LinkedIn

How do you form expectations?  Based on past, present, or future?

Alex GOH
Business Support Manager at SingTel

Expectation comes from "Conscious incompetence" or knowing what u don't know.  It will definitely be based on past or current benchmark.Current or past set the bar for the expectation.

Paul Ward
Managing Partner at Avos Holdings

Strictly you cannot form expectations from the future, but you can have an expectation about the future based on the past, and the present - which is why in my def of CEM I call the customer's experience (affective, conative, cognitive interpretation) as a provisional disposition. The past shapes an expectation; the present confirms or disconfirms that expectation. But also there are cognitive and other biases and factors that influence the expectations: buying styles, personality type, whether the given touchpoint has been primed (positively or negatively), etc. A very good model for TLCV uses both past sat and current interaction sat in the calculation. I can provide references if you like.

Paul Ward
Managing Partner at Avos Holdings

Highly suggest "Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value," Teck-Hua Ho, Young-Hoon, Park, and Yong-Pin Zhou, July 2005. It extends Schmittlein's model (1987) of CLV to include satisfaction, with the nice twist of including both a current and a past satisfaction measure so that the TLCV measures can factor in changes in a given customer's satisfaction scores over time.

CSFs in Customer experience from LinkedIn

What are the 3 critical success factors in managing customer experience?

Paul Ward
Managing Partner at Avos Holdings

Good question, Daryl! I leave it to our capable community to chime in. Let me suggest a parallel question: What 3 critical error destroy the customer's experience?

It's a different question, since you have to manage the moments of truth that can destroy brand equity, but you also have to create and reinforce a strong branded experience. It's the difference between "hygiene" (keeping the experience acceptable) and "branded experience" (making the experience deliver brand values that are hard to compete with).

Jennifer Maldonado
Customer Experience Program Manager

OK, I've been watching for a response to this so I'll step up and take the first stab. :)

I think 3 critical success factors in managing customer experience are:

1. Putting yourself in the customer's shoes -- this means truly understanding from their perspective how your product/service fits in... avoid internal lingo when talking to them, use language that is relevant in their world, understand the business reason for what they are asking and don't just deliver like an order-taker what they've requested without analyzing whether that is the best approach for them and/or whether there could be unintended repercussions...

2. Closing the loop -- don't send surveys and/or collect suggestions without doing the obvious: READING them and responding! Even when there is not a solution, acknowledging the frustration and the fact you understand it and will work toward an eventual solution is important. Nothing is worse than taking the time to give your thoughts to a company and never hear back. About a year ago I went to the same coffee shop every day for a week because my son was taking a class in the neighborhood and I worked on my laptop there daily waiting for class to end. There was a sign up with the manager's name and email encouraging input. I emailed the individual with several suggestions (there were many opportunities for improvement!) and never heard a peep back. Walk the walk!

3. Employee engagement and empowerment -- happy employees make happy customers. Demoralized employees will have an attitude that bleeds into everything they do. Much better to empower employees to delight customers and deal with the missteps along the way that may arise as coaching opportunities and catalysts for improvement than to handcuff your customer-facing staff to the extent they feel helpless to truly resolve escalations. If they feel effective every day at work and believe they have the power to make a difference, they WILL make a difference.

My $.02.

Tony Bodoh
Business Growth

Jennifer, Great response!

Daryl, I think there are a few ways to answer the question the first is the guiding principles that lead to great customer experiences and the second is the method of executing those principles. I will address the principles.

1. Aligned Passion - Everyone from owner to employee to customer need to have their passions aligned. Stop focusing on growth and focus on expressing your passion and helping your customers express their passion in the most effective manner possible. When a customer realizes that you have given them the tools to express their passion, they will reciprocate by being passionate about your brand.

2. Focus on Giving - Every person who comes in contact with you or your company should feel that you are always giving the best you have to them without reservation and without expectation of getting something in return. The other way to express this principle is to give with love--just because you want to serve your customer. Giving without the "getting" mentality causes prospects to become customers and customers to become raving fans--even if you make a mistake.

3. Humble Confidence - Impress everyone who engages your company with humble confidence. Have the humility to recognize that it takes a team to build anything worthwhile. Give the team due credit. Recognize that everyone makes mistakes. Take responsibility for your mistakes no matter what the consequences. Have the confidence that you have or can find the people and resources necessary to build your dream. Share this faith with your team and your customers. Confidence breeds confidence.

Paul Ward   
Managing Partner at Avos Holdings

Off the top of my head: 1. Pilot studies. 2. Correct link between KPI and matrix management of touchpoints. 3. Branding the experience using "brand DNA" in the innovation, design, execution, and continuous improvement of the most critical touchpoints (critical to the customer and to the brand).

Alex Csergo
Director Asia Pacific & China

Hi Daryl. Seems you have allot of interest within the group on this topic. In my view the answer is dependent on the stakeholder's responsibility for delivering CE. I can respond from a data and analytics side by saying CE management is holistic.

Most CEO's objectives are linked to market share, profits, costs etc. Delivering CE within the enterprise will always be driven by a C level agenda. Therefore internal alignment of CE to internal stakeholder objectives (starting from the CEO) is critical to delivery - that's Tony's 1 & 2. (to me that's a 1).

I mentioned data. Without data you cannot qualify and quantify CE delivery, it remains fuzzy, academic, intangible. Sources of data need to be integrated to created a holistic view. Satisfaction means nothing without an association to revenue, market share, profitability - value. Therefore transaction data, usage data, marketing response data, research (e.g. research VOC/VOM etc - i think that's Jennifer's 1) all these are basic requirements of managing - without data you have no proof. The more you understand about the customer experience drivers cause and effect (internal and external) the more response "levers" you can create linked to strategy outcomes - such as retention and market share. (Data is a 2).

Finally the output. Within the delivery & management you need a way for action (response) to be both integrated and co-ordinated. Jennifer said 'closed loop', Paul said KPI's and matrix management, I think that is also "humble confidence" - knowing that things could be better. This is where testing and improvement, organizational learning etc are important. Typically you will find both operational CE delivery (touchpoint optimization) and tactical CE delivery (brand communication & experiences) in this space.

Once you have all three you have a process for managing CE.

Sherrie Mersdorf
Database Marketing Analyst at Cvent

If you reverse any of these answers, I think you get to the critical errors as well. I'd put not closing the feedback loop and not empowering employees at the top of critical errors. It doesn't matter if you have the vision or the desire if you're not actually doing something with it (closing the loop) or allowing employees to take feedback and run with it (empowering employees). While you obviously need to have executive/management buy in for CEM programs, I don't think not having it will cause the most harm. It just will probably mean the program isn't as successful as it could be. Not closing the loop and not empowering employees could actually result in a worse experience for the customer.

27 June 2010

Tweets of 15-21 Jun 2010

Jun 21 22:25:21
Blog article - Staff engagement - the solution in challenging times: http://bit.ly/JKV2j
surveyemployees

Jun 21 21:35:10
RT @Reaburn @JenKuhnPR: Customer Experience in a Right Now Economy - http://tinyurl.com/2fvlfvy from @DeliverBliss #cem
MichaelHinshaw

Jun 21 21:31:11
The Balancing Act of Awareness http://su.pr/9GuSFu
YourCustomers

Jun 21 20:45:47
57% of firms have formalized VoC program, from new Temkin Group report, The Current State Of Customer Experience. http://www.temkingroup.com
btemkin

Jun 21 20:23:02
Our Effective Experiences (EE) blog starting at http://effectiveexperiences.wordpress.com
EffectiveExp

Jun 21 20:19:35
Introducing The Social Customer Engagement Index http://goo.gl/fb/Wc6HR #customerservice
YourCustomers

Jun 21 19:59:44
Email messages that include a social media sharing option generate 30% higher click-through rate: http://bit.ly/d1O7aS
MarketingProfs

Jun 21 19:46:43
Reward employees for delivering excellent customer service http://goo.gl/fb/vwR4h #customerservice
YourCustomers

Jun 21 19:35:32
50 tools you should own and how to use them http://idek.net/1uuC
GuyKawasaki

Jun 21 18:30:12
Thought provoking RT @geert_martens: Customer experience and the numbers game: http://bit.ly/dkekaQ
Toni_Newman

Jun 21 17:03:15
"Giving touchpoints meaning. Making brands matter." Continuum #cem #marketing #toex
Choypw

Jun 21 16:28:29
Think and Act Like Your Customers http://s.hbr.org/b9BzS2
HarvardBiz

Jun 21 14:50:40
Chinese proverb: Distant water won't help to put out a fire close at hand.
surveyemployees

Jun 21 14:46:45
Cause Marketing: Why Your Brand Should Have a Purpose http://adage.com/u/b547ja
ideationz

Jun 21 14:04:28
Only 3% of firms are customer-centric, from new Temkin Group report, The Current State Of Customer Experience. http://www.temkingroup.com
btemkin

Jun 21 13:35:00
RT @DanielPink What is the best way to prepare yourself for success? http://bit.ly/9m5KnS - Cool research building on Gladwell's Blink
TheForumCorp

Jun 21 13:20:18
Explore several employee engagement models: http://bit.ly/4avYY2
surveyemployees

Jun 21 13:20:03
Good overview of customer experience model http://ow.ly/2153f
Toni_Newman

Jun 21 13:04:52
Telling the Truth About Power http://s.hbr.org/b5uXAl
HarvardBiz

Jun 21 10:32:45
Why you follow? Because others follow? Why you unfollow? Because you don't really know why you followed? Stupid move! #trends #twitter
Choypw

Jun 21 10:10:18
Interesting article: http://rapidbi.com/management/leadership-models/
surveyemployees

Jun 21 09:11:11
Your Customers: Use Them or Lose Them-http://bit.ly/aiAOhF
Choypw

Jun 21 09:08:05
FedEx Delivers to Customer Touch Points-http://bit.ly/bnbg3b
Choypw

Jun 21 05:34:04
@JimJosephExp Sure. The book that I am thinking to co-write is on the different point-of-view from East and West on touchpoint experience.
Choypw

Jun 21 04:10:22
Good day! Smile!!!
Choypw

Jun 20 21:49:47
6 favorite quotes: Blame nobody. Expect nothing. Do something. (Bill Parcells, football coach)
tom_peters

Jun 20 21:48:57
6 favorite quotes: You miss 100% of the shots you don't take. (Wayne Gretzky)
tom_peters

Jun 20 21:47:43
6 favorite quotes: Reward excellent failures. Punish mediocre successes. (Phil Daniels, Aussie bizman)
tom_peters

Jun 20 21:46:52
6 favorite quotes: Ready. Fire. Aim. (Ross Perot)
tom_peters

Jun 20 20:14:06
Apple, the ultimate brand experience, ala BrandWeek: http://tinyurl.com/3xw9ugq
JimJosephExp

Jun 20 19:48:14
Consistent positive touchpoint experience is achieved by being consistently inconsistent. #touchpoint #cem #cxm #marketing #toex
Choypw

Jun 20 15:16:15
Looking at: Input or output?: Photo by Andres Rueda Business thinking is always focused on outputs. On results. On... http://bit.ly/cyhJhA
surveyemployees

Jun 20 13:02:42
@Choypw That could be very interesting ... let me know your thoughts after you read my book!
JimJosephExp

Jun 20 12:45:36
8 Ways to Create an "A Team." Great thoughts on #leadership at http://su.pr/1aVEay
YourCustomers

Jun 20 10:50:56
Those who like to work long hours are either unproductive or pretending they are very productive. #management
Choypw

Jun 20 10:44:03
@surveyemployees Those who like to work long hours are either unproductive or pretending they are very productive. #management
Choypw

Jun 20 10:05:21
Thought on Motivation: "Working long hours is not being motivated"
surveyemployees

Jun 20 10:05:13
RT @brunoaziza: C.K. Prahalad on the key drivers of value: ideas like co-creation redefine #innovation @http://ow.ly/1G5VS #innovation
GrahamHill

Jun 20 10:03:20
RT @fronteerstrat: RT @frankwatching What is the value of co-creation for organizations? http://bit.ly/d80hXe #cocreation
GrahamHill

Jun 20 06:49:37
The Winning Formula for brand experience: 1+1=Infinity. Consistent positive experience produces profitable sustainability. #cem #marketing
Choypw

Jun 20 06:45:59
The Winning Formula for customer experience: 1+1>2. Customer and firm co-create values which benefit everyone. #cem #marketing #toex
Choypw

Jun 20 06:41:01
The Winning Formula for employee experience: 1+1=1. Every employee is aligned with and engaged in "1" goal. #management #toex #cem #cxm
Choypw

Jun 20 05:13:33
iPhone is King, but paper is King of Kings. Not everyone owns an iPhone, but everyone writes on paper! #tech #iPhone #trends
Choypw

Jun 20 04:22:59
Now Trending on Mashable: "10 Fun Facts You Didn’t Know About Google" - http://bit.ly/98azRB
mashable

Jun 20 03:58:25
@JimJosephExp Hey Joseph... I'm going to get your book today... interested to co-write a book together for the China market?
Choypw

Jun 20 01:48:41
Kickball Draft Strategies - Nurturing Relationships... lasting relationships are based on shared experiences over time http://bit.ly/18osmI
AlanSee

Jun 20 00:00:18
Reading article: http://rapidbi.com/management/four-essentials-for-transfer-of-learning/
surveyemployees

Jun 19 23:01:17
For persuasion to be effective, three elements must be present: trust, logic and a tug at the emotions ...
AlanSee

Jun 19 22:00:08
"Ten Ways You Can Be More Persuasive" in a society drowned out by information, from @steveroesler. http://su.pr/7LM7p2
YourCustomers

Jun 19 21:31:41
Managing the Customer Experience http://su.pr/1SkZMu
YourCustomers

Jun 19 20:20:36
Email extinction? FB COO? Forget it! I believe it when we have the paperless world. #trends #facebook
Choypw

Jun 19 19:57:34
Enhanced Definition of Customer Experience http://goo.gl/fb/1JwNU #customerservice
YourCustomers

Jun 19 16:48:31
Why people unfollow you? Because you don't follow back. Stupid!
Choypw

Jun 19 16:40:32
13 Things Worth Knowing about Mario [infographic] http://is.gd/cVvbm
GuyKawasaki

Jun 19 15:45:06
Classic -> 25 Most Attractive Black & White Websites http://ow.ly/1WLdV
colourlovers

Jun 19 13:20:00
RT @winrampen: RT @mjayliebs: RT @CRMStrategies: A Tale of 2 Transactions & Implications 4 #NPS by @jayhawkscot http://ow.ly/20l1G @tedcoine
Reaburn

Jun 19 13:03:09
"Brand Masterclass - Delivering distinctive customer experiences: http://www.cim.co.uk/tandq/training/courses/0069.aspx"
CIMWorldwide

Jun 19 12:59:11
"Use Failure to Grow Your Business -
http://www.youtube.com/watch?v=M-91LvoyAZo&feature=channel"
CIMWorldwide

Jun 19 12:58:46
"Creating a Customer-Centric Business -
http://www.youtube.com/watch?v=W3tyEsTed4k&feature=channel"
CIMWorldwide

Jun 19 11:47:10
Humorous and useful post by @danariely = 7 habits of ineffective people http://bit.ly/9xXkaP
DonPeppers

Jun 19 08:15:03
There need not touchpoint if there is no next step. It's just one night stand after all. #toex #touchpoint
Choypw

Jun 19 07:54:57
"No finite point has meaning without an infinite reference point. - Jean-Paul Sartre"
philosophytweet

Jun 19 04:37:49
Time flies...
Choypw

Jun 19 03:37:00
Differently, but better, always better! RT @KristinaEvey: Treat your staff the way you want your customers to be treated, if not better.
Reaburn

Jun 18 19:30:16
Webinar on Complaints: Quantify the customer defection rate according to complaints process outcome vs. handling. http://ow.ly/2091X
ColinShaw_CX

Jun 18 19:12:52
RT @CRMStrategies: 8 common misconceptions about implementing CRM software | A good summary by @CRMAdvisor http://ow.ly/20ptf #crm
GrahamHill

Jun 18 18:51:45
@colourlovers Neither color nor symbol but brand. #marketing
Choypw

Jun 18 18:45:10
Interesting... What made famous logos – Color or symbol? http://ow.ly/1WL8V
colourlovers

Jun 18 18:39:23
RT @futurescape: RT @coachgoldsmith: Marketing in the Age of Turbulence http://goo.gl/fb/PNT82
GrahamHill

Jun 18 18:34:09
unfollowed more people including Barack Obama because he's irrelevant.
Choypw

Jun 18 18:23:32
just unfollowed @_robin_sharma because he's too hard sell instead of heart sell. #cem #cxm
Choypw

Jun 18 17:41:23
How do marketers define "engagement"? http://bit.ly/b9YCYk
MarketingProfs

Jun 18 17:38:20
@Choypw :)
chrisabutler

Jun 18 17:36:33
@chrisabutler Well... then there is rightly incorrect, and wrongly incorrect. :)
Choypw

Jun 18 17:13:41
Zappos Core Values-http://bit.ly/cGifR6
Choypw

Jun 18 17:07:56
Word of Mouth Has Changed, Sort Of http://ow.ly/20mtW #wom #cmo #marketing (ht @bcahill)
ekolsky

Jun 18 16:58:48
Creating Great Customer Experiences – It’s As Easy As ABC...... http://goo.gl/fb/zDtHh #customerservice
YourCustomers

Jun 18 16:52:25
RT @hackmanagement: Video: Joanna Barsh looks at leadership styles and explains why "There's no crying in business." http://bit.ly/bBJkAa
McKQuarterly

Jun 18 16:44:47
RT @Choypw: Wow... new experience from @Twitter... "Something is technically wrong." | Doesn't that just mean it is incorrect :) #scrm #cem
chrisabutler

Jun 18 16:42:53
Wow... that's a new experience from @Twitter... "Something is technically wrong." Still negative experience... but new negative. #scrm #cem
Choypw

Jun 18 16:33:32
Prof Bob Lusch on Service-Dominant Logic http://tinyurl.com/379otsg Youtube Part 3/3
GrahamHill

Jun 18 16:32:39
Prof Bob Lusch on Service-Dominant Logic http://tinyurl.com/33xrkuy Youtube Part 2/3
GrahamHill

Jun 18 16:32:07
Prof Bob Lusch on Service-Dominant Logic http://tinyurl.com/3y94pxa ...Youtube Part 1/3
GrahamHill

Jun 18 15:23:14
Is Microsoft an @emotivebrand, or functional brand? #marketing
Choypw

Jun 18 13:16:48
Learn from Saks CEO: Leadership => Culture => Effectiveness => Results. See new post: http://experiencematters.wordpress.com
btemkin

Jun 18 13:01:35
Leadership In the Age of Scarcity http://s.hbr.org/cmPCTo
HarvardBiz

Jun 18 12:50:21
"Awareness to Action: 4 Steps to Sell More By Getting Inside the Minds of Your Customers" from @designdamage http://su.pr/32hpwO
YourCustomers

Jun 18 12:47:23
Top story on MarketingProfs this week: Twitter 101: Seven Tips for Effective Marketing http://bit.ly/cI6kSF
MarketingProfs

Jun 18 12:21:12
What does it mean to be "transparent"? (via @charleneli) http://bit.ly/cEbm0j
MarketingProfs

Jun 18 11:08:04
RT @ariegoldshlager: Zealous Employees improve customers' perception (and sales) http://nyti.ms/duoX98
DonPeppers

Jun 18 07:55:33
Effective communication builds rapport; and rapport produces results. #management
Choypw

Jun 18 05:18:31
experience is like yin-yang. Without negative, there ain't positive. However, in extreme cases, what remains is neutral. #cem #cxm
Choypw

Jun 18 05:13:11
@OutsideInThink Appreciate your RT. :)
Choypw

Jun 18 05:01:44
RT @Choypw-Frankly... I miss "Twitter is over capacity..." Interesting... I miss those negative... http://dlvr.it/1pmN2 #OutsideInThink
OutsideInThink

Jun 18 03:20:45
Frankly... I miss "Twitter is over capacity..." Interesting... I miss those negative experiences... :) #scrm #cem #cxm
Choypw

Jun 18 03:19:35
Oh... just sent my 1,111 tweets...
Choypw

Jun 18 03:19:11
@Emotivebrand What's exactly is an emotive brand?
Choypw

Jun 17 20:24:35
What Simon says will inspire you to find your own, personal "why"... http://lnkd.in/wHkJtU http://lnkd.in/ardTmz
ideationz

Jun 17 20:03:26
The value of good employees in the age of social business http://bit.ly/aiwDcW #fb #in
armano

Jun 17 19:11:17
Emotive brands help align employees in the pursuit of superior service, outstanding collaboration and new idea generation.
Emotivebrand

Jun 17 18:55:32
6 ways to keep your best talent http://u.nu/4a62c
GuyKawasaki

Jun 17 18:54:58
New video, Excellence: Language Matters. Are you measuring whether things are "Insanely Great"? http://is.gd/cT8bC ^SD
tom_peters

Jun 17 17:49:10
What's New in Workplace Learning? Here's what our clients told us: http://www.forum.com/blog/ What would you add?
TheForumCorp

Jun 17 17:39:48
Trust is the foundation of transparency in communication. #management #leadership
Choypw

Jun 17 17:26:23
Stop complaining. Start appreciating. That's the basis for positive employee experience. #management #leadership
Choypw

Jun 17 16:13:02
Firm should not "employ" employees to work for them. Instead, it should provide a platform for them to work for themselves. #management
Choypw

Jun 17 12:06:48
Customer Experience in a Right Now Economy http://goo.gl/fb/Eex1B #customerservice
YourCustomers

Jun 17 11:36:57
Terrific post from @DeliverBliss at TSC: "Customer Experience in a Right Now Economy." http://su.pr/2Ui4y9 #crm #customerservice
YourCustomers

Jun 17 10:46:04
Is your brand dying? Are we in a ‘Brand Bubble’? | Beyond Philosophy http://ow.ly/1ZG5w
ColinShaw_CX

Jun 17 10:21:25
Esteban Kolsky: What is an Experience Continuum (and how do I get one)? http://bit.ly/bdOEAL || my article on MyCustomer.com
ekolsky

Jun 17 09:32:41
@Choypw Thanks for RT!
roygrubb

Jun 17 08:25:52
interesting read... http://bit.ly/btLCME #in
ireneclng

Jun 17 07:06:03
RT @roygrubb: Impact of methods of communication on Trust http://bit.ly/cjJyO5 #vpect
GrahamHill

Jun 17 06:13:44
@Toni_Newman Don't mention it. You've got some really great tweets!
Choypw

Jun 17 02:37:13
"A man who fears suffering is already suffering from what he fears. -
Michel de Montaigne"
philosophytweet

Jun 16 21:44:53
Why a customer complaint is really a gift http://bit.ly/cu0B5R
jackiehuba

Jun 16 20:53:22
Customer Feedback – What Does It All Really Mean? http://goo.gl/fb/VqCPv #customerservice
YourCustomers

Jun 16 20:52:53
@Choypw Thank you for the many retweets. I am so honored....
Toni_Newman

Jun 16 19:03:34
Yes! @Twitter is over capacity!!! Yes!!! Keep this negative experience going! #cex #scrm
Choypw

Jun 16 19:00:28
If happy employees make happy customers, then employees should always come first... and customers come second. #cex #cem #management
Choypw

Jun 16 18:14:28
What are the 3 critical success factors in managing customer experience? #cex #cem #custserv
Choypw

Jun 16 15:50:19
RT @vanbael @Choypw Excellent #custserv leads to great experiences, which can lead to mutually beneficial relationships. #cem
MichaelHinshaw

Jun 16 15:27:30
How do you sustain great customer experience? Read: The 4 Customer Experience Core Competencies. http://experiencematters.wordpress.com
btemkin

Jun 16 12:38:29
Employee satisfaction a key to exemplary customer service http://goo.gl/fb/R6Rh5 #customerservice
YourCustomers

Jun 16 12:24:48
The Three Roles of Great Entrepreneurs http://s.hbr.org/dxsoM5
HarvardBiz

Jun 16 11:48:49
Terrific tools more businesses should use. RT @wimrampen Customer Experience Mapping & Service Blueprinting http://bit.ly/94p0M9 #cex #cem
Reaburn

Jun 16 09:54:19
RT @wimrampen: RT @jhagel: Magic Relationship Ratio: Good relationships develop slowly, out of many little interactions http://bit.ly/cwnGas
GrahamHill

Jun 16 08:49:19
Thx @Choypw @aidankenny for RT's !
EffectiveExp

Jun 16 08:29:33
Management Tip: 3 Steps to Make Your New Hire Productive http://s.hbr.org/90Dpa5
HarvardBiz

Jun 16 06:26:36
is integrating RACI into PDCA... and it's fun doing that.
Choypw

Jun 16 06:26:25
Accountability is simply about knowing who will do what by when and how, and doing it right. #leadership #management
Choypw

Jun 16 04:49:07
"You ""know"" when you're dealing with a brand. You ""feel"" when it's an emotive brand. #brand #design"
Emotivebrand

Jun 16 04:27:17
Who's Leading Customer Experience Efforts?-http://bit.ly/9h9b1H
Choypw

Jun 16 04:00:32
Why groups fail to share information effectively http://u.nu/66nxb
GuyKawasaki

Jun 16 03:36:31
is making 5w1h count... where 5w1h is the little thing...
Choypw

Jun 16 03:35:19
Twitter is mostly one-way communication. Facebook is one-to-many. LinkedIn is many-to-many. #scrm #communication
Choypw

Jun 16 02:29:28
@MichaelHinshaw It's also important to know "when" to say no to a customer.
Choypw

Jun 16 02:22:41
Rory Sutherland: Sweat the small stuff-http://on.ted.com/8OqH
Choypw

Jun 15 20:40:32
How do culturally different people interpret nonverbal communication? http://u.nu/5vpxb
GuyKawasaki

Jun 15 20:30:28
Saying "No." to a customer is inevitable at some point. The key is in knowing what to say after that. http://ow.ly/1WhJI
MichaelHinshaw

Jun 15 19:23:06
A user's guide to #servicedesign: what, how, cases and more .... http://bit.ly/d9EEve
EffectiveExp

Jun 15 19:10:04
Delivering your smartphone customer experience | Beyond Philosophy http://ow.ly/1YJ3R
ColinShaw_CX

Jun 15 19:01:21
How to Translate Training into Results http://s.hbr.org/cztrQh
HarvardBiz

Jun 15 18:41:40
@Choypw Just worked for me but try this one http://bit.ly/bGNBMA
ExtremeGroup

Jun 15 18:30:02
Whitepaper: The Four Customer Experience Competencies by @btemkin http://ow.ly/1YSKT #scrm #cex #cem
CRMStrategies

Jun 15 17:24:46
is making little things count!
Choypw

Jun 15 17:16:01
LOVVVVED the Eight Stages of #SM Listening webinar by @jowyang on @marketingprofs Just downloaded slides. Great content http://bit.ly/diUIlT
michelletripp

Jun 15 17:05:10
RT @paulbarron: The Value of a Mastermind Team | Little Things Matter http://ow.ly/1YESr
Toni_Newman

Jun 15 16:01:42
Minimizing the know-do gap is important for achieving success, but it's more important to make sure that it's the "right" know. #management
Choypw

Jun 15 15:56:27
How difficult is it to check the link before tweeting? Bad link; bad experience. People know it, but they still do it. Rational move? #cem
Choypw

Jun 15 15:53:15
Interesting article on beyond ROI for #customerexperience: ROC, Return on Customer http://bit.ly/9k5SyC by @DonPeppers
Emma_Pickering

Jun 15 15:48:31
@ExtremeGroup Bad Link: http://bit.ly/9KEHzi
Choypw

Jun 15 15:44:34
Is @Twitter still in beta? If not, it should. @Twitter is the perfect example of why beta sucks. #cem
Choypw

Jun 15 15:42:35
I'll be surprised if I don't see "@Twitter is over capacity" tonight. @Twitter should keep this consistent negative experience. #cem
Choypw

Jun 15 15:31:35
Look forward to another "@Twitter is over capacity" soon.
Choypw

Jun 15 15:00:16
Credit Unions Lead Financial Institutions in Customer Experience Ratings http://ow.ly/1YF0f
Toni_Newman

Jun 15 14:00:12
A great example of how websites can drive customer engagement Izzy+ http://ow.ly/1YEPQ
Toni_Newman

Jun 15 13:32:24
As you climb the ladder of success, check occasionally to make sure it is leaning against the right wall. - Author unknown
abbyrohrer

Jun 15 13:00:07
Great read Retail a Real Proving Ground of Customer Experience http://blogs.bnet.com/customer-service/?p=1114
Toni_Newman

Jun 15 12:00:52
RT @innovate The Romance of Creativity http://bit.ly/ccDEJz
Toni_Newman

Jun 15 10:51:03
Does @Twitter understand what customer experience is? #cem
Choypw

Jun 15 10:48:34
If @Twitter is not ready, then shut it down and re-launch when repeated problems are fixed!
Choypw

Jun 15 10:41:59
How many more chances are you willing to give to Twitter before you completely give up?
Choypw

Jun 15 10:18:15
Measurement a must to improve performance - http://bit.ly/bfLDHj #mediapost via @CustomerProfit
Choypw

Jun 15 10:15:07
@Toni_Newman Thank you for the link.
Choypw

Jun 15 10:02:38
Any alternative to Twitter... it's a waste of time waiting for Twitter to provide quality service!
Choypw

Jun 15 10:00:07
Trouble on the High Street – The Experience of the Hard vs. Attentive Sell | Beyond Philosophy http://ow.ly/1Y6FW
ColinShaw_CX

Jun 15 09:14:30
RT @klaritidotcom: RT @Choypw: Changing the rules of competition by delighting customers http://icio.us/eomjv3 #strategy # via @ralph_ohr
dougbachelor

Jun 15 09:13:25
Customer Experience redesign in the #digital age by @TonyZambito - #cem #servicedesign http://bit.ly/dCyEiY
EffectiveExp

Jun 15 08:33:20
Management Tip: Prepare for the Next Defining Moment http://s.hbr.org/ccuO9z
HarvardBiz

Jun 15 07:56:03
RT @Choypw: Changing the rules of competition by delighting customers http://icio.us/eomjv3 #strategy # via @ralph_ohr
klaritidotcom

Jun 15 06:34:46
@mashable Do you know what's wrong with Twitter?
Choypw

Jun 15 06:32:08
Anyone knows what's happening here? Twitter is extremely unstable...
Choypw

Jun 15 06:19:45
All tweets are gone!!!
Choypw

Jun 15 06:00:39
How to jumpstart innovation and collaboration http://u.nu/84zvb
GuyKawasaki

Jun 15 05:29:07
Twitterisovercapacitytwitterisovercapacitytwitterisovercapacitytwitterisovercapacitytwitterisovercapacitytwitterisovercapacitytwitterisoverc
Choypw

Jun 15 05:09:52
RT @Choypw Whats wrong w/ Twitter I only have tweets up 2 19 mins ago. Is it time 2 give up Social Media Its jst not reliable. ;]
socialEspeaking

Jun 15 05:06:15
What's wrong with Twitter!? I only have tweets up to 19 mins ago. Is it time to give up Social Media? It's just not reliable.
Choypw

17 June 2010

Tweets of 8-14 Jun 2010

Jun 14 21:15:54
RT @ggheorghiu: Customer Relationship Malpractice - my latest blog post - i welcome your feedback http://bit.ly/9BQvBy #CRM
GrahamHill

Jun 14 20:57:10
@Choypw Here is the link. There is repeat of the live webcast coming up. Enjoy. http://fora.tv/conference/world_innovation_forum_2010
Toni_Newman

Jun 14 19:27:17
Accountability in customer service http://goo.gl/fb/NATLA #customerservice
YourCustomers

Jun 14 17:20:23
8 Rules for Managing Complexity http://su.pr/36x51N
YourCustomers

Jun 14 16:10:17
FREE WEBINAR How to model the effects of complaints handling and outcomes on customer defection http://ow.ly/1Y1hd
ColinShaw_CX

Jun 14 15:36:47
Great #customerservice presentation/post from @ErikPosthuma featuring @zappos CEO Alfred Lin. http://su.pr/1yQYdr
YourCustomers

Jun 14 14:29:33
Ten Essentials for Getting Value from Values http://s.hbr.org/aGO2zX
HarvardBiz

Jun 14 13:29:31
Social Media: Paid Conversations Kill Credibility http://goo.gl/fb/lDWUm #sales
YourCustomers

Jun 14 13:24:18
These days, it's just not enough to simply be a brand. The way to win is by being an emotive brand! #emotivebrands
Emotivebrand

Jun 14 13:21:21
Positive Deviance and Unlikely Innovators http://s.hbr.org/dxdciZ
HarvardBiz

Jun 14 13:21:19
How Are You Developing Future Leaders? http://s.hbr.org/9rRhrG
HarvardBiz

Jun 14 13:17:05
@Choypw Thanks so much - hope you enjoy it
JimJosephExp

Jun 14 13:14:33
What's REALLY hard? The stuff we already know to be true, but still don't actually want to believe.
gapingvoid

Jun 14 13:13:00
Nielsen and McKinsey have joined forces to offer social business services. http://www.nmincite.com
armano

Jun 14 12:47:10
Six ways to differentiate through customer service. http://goo.gl/fb/U935t #customerservice
YourCustomers

Jun 14 12:37:16
@JimJosephExp Great! I'll go get it this week. Keep you posted.
Choypw

Jun 14 12:36:29
@Choypw My book is at Festival Walk & Page One Cafe, Harbour City, Times Square - need contact info let me know – thanks
JimJosephExp

Jun 14 10:37:14
4 Simple Steps to Maintain Relationships with Influencers: We are really good at identifying and engaging influenc... http://bit.ly/917F6f
OGILVY

Jun 14 08:43:53
Management Tip: 3 Cold Call Tactics that Increase Sales http://s.hbr.org/c071v3
HarvardBiz

Jun 13 19:45:00
CBI/QinetiQ report: Excellence in service innovation http://tinyurl.com/3vf3rm
GrahamHill

Jun 13 18:24:33
RT @wimrampen RT @ericjacques: New post: Customer Experience: Outcome or Business Function http://ow.ly/1XOvS
GrahamHill

Jun 13 18:14:39
Success is what happens when you prepare to seek opportunity. RT @mariaandros: Luck is what happens when preparation meets opportunity.
jsbelfiore

Jun 13 17:56:29
How do you form expectation? Based on past, or future?
Choypw

Jun 13 17:47:34
It's a pain to see Federer play...
Choypw

Jun 13 16:10:24
touchpoint is any interaction... so what's the point to touch to deliver positive experience?
Choypw

Jun 13 16:08:28
@YourCustomers Customer experience is both outcome and biz function. When it's a noun, it's outcome. When it's a verb, it's a function.
Choypw

Jun 13 15:45:18
Customer Experience – Outcome or Business Function? http://goo.gl/fb/O3h5E #customerservice
YourCustomers

Jun 13 15:03:11
Great insights. "Collaborative Innovation and a Pull Economy" by @jseelybrown http://bit.ly/cq0tlo (via @erlanovation)
GrahamHill

Jun 13 08:46:08
A touchpoint without point is pointless. What's the point? It's the purpose. Without a purpose, there are too many touchpoints.
Choypw

Jun 13 06:19:44
Another good day!
Choypw

Jun 12 23:12:01
I can tell you why some people don't build relationships. It costs too much. You have to give up value to get value. The price is TIME.
randycantrell

Jun 12 20:36:33
Even great ideas have a limited shelf life: The Problem with Great Ideas http://ow.ly/1qB9l3 (via @cmoexec)
GrahamHill

Jun 12 18:56:35
We all know less is more, but when is more better than less?
Choypw

Jun 12 16:52:17
A touchpoint without point is pointless.
Choypw

Jun 12 16:51:29
just passed 1,000 tweets... but does that mean anything?
Choypw

Jun 12 16:44:24
Gee... how many different types of customers do we need? Social Customer hasn't gone yet... and now we have emergent customer!
Choypw

Jun 12 16:27:17
Charlene Li explains how to win by letting go http://om.ly/ljGM
GuyKawasaki

Jun 12 14:15:20
insight means: the manager sees black and white. the leader sees shades of grey. but the builder sees vivid color.
umairh

Jun 12 06:13:28
Voice of the Emergent Customer http://bit.ly/9hLFxW (via @wimrampen)
GrahamHill

Jun 12 04:59:10
Good day!
Choypw

Jun 12 02:32:10
Thanks for the kudos 2 @amyshand @shosko @charleslaw @tjeong @choypw appreciate all of your RT's and conversations.
Emotivebrand

Jun 12 00:28:52
Management Tip: Use Words, Not Numbers, to Understand Your Customers http://s.hbr.org/aNhed0
HarvardBiz

Jun 11 19:12:04
There is nothing new under the sun, so go search for the origin.
Choypw

Jun 11 18:18:50
Logo means nothing if the brand has zero value. Resources should then be allocated for brand building activities instead of logo design.
Choypw

Jun 11 17:50:41
@GinaODaniel It may take 5 touchpoints to be remembered, but it needs just 1 touchpoint to ruin previous efforts to be different.
Choypw

Jun 11 17:47:53
Analytics or Information Management? http://su.pr/31EDt2
YourCustomers

Jun 11 16:31:50
Consultative Selling Is Dead; Long Live Consultative Selling! http://goo.gl/fb/l257Y #sales
YourCustomers

Jun 11 16:03:20
Every touchpoint is an opportunity to increase brand awareness and build customer loyalty. It takes at least 5 touchpoints to be remembered.
GinaODaniel

Jun 11 15:14:03
@Choypw Thx for tweeting my article. Have a great day! http://rep.ly/1Nt6f
ericjacques

Jun 11 14:29:00
is losing followers... so what?
Choypw

Jun 11 13:51:54
Are you regularly evoking distinct feelings though your brand's behavior, actions and communications? #emotivebrands
Emotivebrand

Jun 11 12:54:14
There are two ways of meeting difficulties: you alter the difficulties, or you alter yourself to meet them #quote#wisdom
Marie_Ang

Jun 11 09:36:39
Get rid of your Business Plan...NOW! - StartupWheel View more presentations from Startup Company. http://tumblr.com/xrabcr5gx
ErikPosthuma

Jun 11 05:57:04
Engaging customers through automated messaging & communications http://cot.ag/bCpE7n #cem #custserv cc @spokencomm
vanbael

Jun 11 04:35:54
Don't just get people to care about your brand. Get them to never forget the way it made them feel. #emotivebrands
Emotivebrand

Jun 11 03:35:32
30 awesomely expressive logos http://tinyurl.com/2ftmgwg
GuyKawasaki

Jun 11 03:30:31
Top 5 time management tools http://idek.net/1p2Y
GuyKawasaki

Jun 11 03:25:31
6 easy ways to sleep better http://u.nu/3rymb
GuyKawasaki

Jun 11 02:50:32
24 cool logos with hidden symbols http://tinyurl.com/2fbfk6v
GuyKawasaki

Jun 10 20:00:14
Will customers pay extra for superior customer service? http://goo.gl/fb/kHts6 #customerservice
YourCustomers

Jun 10 20:00:14
Building Trust to Deliver Customer Service http://goo.gl/fb/R5NPj #customerservice
YourCustomers

Jun 10 19:43:36
"Will customers pay extra for superior customer service?" Great research here. http://su.pr/1JbQjp
YourCustomers

Jun 10 16:10:28
The 4 Ps of Innovation http://s.hbr.org/ay8SH0
HarvardBiz

Jun 10 15:26:08
The No-Drama Rule of Management http://s.hbr.org/csnWFT
HarvardBiz

Jun 10 15:15:59
5 steps for employers (& a few for employees) to balance the personal & corporate brand in social media: http://bit.ly/9G0Uhy (via @pchaney)
MarketingProfs

Jun 10 13:54:53
Why We (Shouldn't) Hate HR http://s.hbr.org/9QYzkj
HarvardBiz

Jun 10 13:52:00
Becoming Customer Centric: 6 Lessons You Can Learn From A 14-year old http://goo.gl/fb/6MJYk #customerservice
YourCustomers

Jun 10 09:46:41
The True Value of Social Media - Nice SlideShare presentation : http://slidesha.re/b31vrE via @evandenbranden
vanbael

Jun 10 09:37:49
It’s Time to Manage Your Online Personal Brand http://bit.ly/cwNANh #fb
wanszezit

Jun 10 08:43:37
Management Tip: How to Build Better Working Relationships with Gen Ys http://s.hbr.org/aNPXkH
HarvardBiz

Jun 10 08:25:34
the relationship is the new core competency @SameerPatel #e20forum
MarkTamis

Jun 10 07:40:20
Where you put your attention, there is your power.~Beckwith
J_Canfield

Jun 10 01:04:03
It is a simple task to make things complex, but a complex task to make them simple.~Meyer's Law
J_Canfield

Jun 10 00:46:17
Tips for Utilizing Customer Experience Data http://su.pr/1Z4jVO
YourCustomers

Jun 10 00:45:58
Once you replace negative thoughts with positive ones, youÕl start having positive results.~Willie Nelson
J_Canfield

Jun 09 17:31:46
Between pain and pleasure, what's it? Indifferent?
Choypw

Jun 09 17:30:30
Pain is inevitable. Even if pain is absent, we will create pain to experience pleasure later.
Choypw

Jun 09 16:47:14
TED.com Behavior & influence for everyday innovation trumps self-aggrandizing strategy http://tinyurl.com/ m (via @mikerollings)
GrahamHill

Jun 09 16:30:30
What Every New Generation of Bosses Has to Learn http://s.hbr.org/daY6ko
HarvardBiz

Jun 09 16:30:22
In Defense of Multitasking http://s.hbr.org/9xnGhW
HarvardBiz

Jun 09 16:11:01
You've lost loyal customers. It hurts. Don't resort to desparate tactics that will cheapen your #brand. http://ow.ly/1WgbR
MichaelHinshaw

Jun 09 16:10:25
Customer Service is what we do. Customer Experience is what our customers want. Customer Relationship is what we both want to have. #cem
Choypw

Jun 09 15:58:48
Listening To What Isn’t Said http://goo.gl/fb/4jAgO #customerservice
YourCustomers

Jun 09 15:51:23
Is Marketing Losing Its Mojo? http://bit.ly/afK6vK via mediaweek
CustomerProfit

Jun 09 15:50:22
Nice! 20 Unique And Colorful Logo Designs http://ow.ly/1TzYM
colourlovers

Jun 09 15:41:43
Great post on how to "Kick Start Your Customer Experience Analysis" from @ErikPosthuma. http://su.pr/1uj8DZ #customerexperience
YourCustomers

Jun 09 15:40:20
Can Customer Loyalty make your business recession proof? | Beyond Philosophy http://ow.ly/1W4Pa
ColinShaw_CX

Jun 09 14:53:21
@Toni_Newman Can you please teach me how to listen to those presentations? Thank you very much...
Choypw

Jun 09 14:35:51
@vanbael Thank you for replying. CS is about what we do. CE is about what our customers want. CR is about what we want to have. #cem #toex
Choypw

Jun 09 14:20:39
Client feedback: Must do or must consider? #design
Emotivebrand

Jun 09 13:44:56
"Next Generation Geo Marketing: A friend just sent me this beautiful visualization of where people are taking... http://bit.ly/aAytzB"
OGILVY

Jun 09 13:44:53
Strategy is knowing what to do when...: Over at his blog, Bud Caddell is crowdsourcing a definition of strategy. T... http://bit.ly/c4inuR
OGILVY

Jun 09 13:40:23
The principles of design thinking help brands in the vital task of marrying business logic to human feelings. #design #designthinking #brand
Emotivebrand

Jun 09 13:35:32
First Impressions and Second Chances http://goo.gl/fb/6sCKZ #sales
YourCustomers

Jun 09 13:31:00
RT @newzdude: #Marketing is about leading tribes nowadays. "CMO now stands for Chief Movement Officer" - Seth Godin #wif10 #cmo
ColetteCote

Jun 09 13:26:26
Building customer loyalty through the strength of social media and customer… http://goo.gl/fb/Ik5Sh #customerservice
YourCustomers

Jun 09 13:26:20
Kick start your customer experience analysis http://goo.gl/fb/wxtTM #customerservice
YourCustomers

Jun 09 11:36:50
Customer Service as a Growth Engine: http://bit.ly/d6TMkN #scrm
ariegoldshlager

Jun 09 10:38:11
Innovation requires mixing and matching ideas - cross-pollinating a variety of concepts. #innovation http://bit.ly/b6Ysdn
DonPeppers

Jun 09 09:31:05
@Choypw Excellent customer service can lead to great experiences, which in turn can lead to mutually beneficial relationships #cem #custserv
vanbael

Jun 09 09:26:05
What's the relationship between customer service, customer experience, and customer relationship? #toex
Choypw

Jun 09 08:56:54
Management Tip: 3 Tips for Changing Careers Within Your Company http://s.hbr.org/c7RSOQ
HarvardBiz

Jun 09 08:40:50
A+ppreciate your RTs @kencurtin @theresemurphy @Littlesapling @carrendenis @Real_Insights @Lrasquilha @ChoyPW @BarryDesignWeb @cdasilva
ThinkTank_

Jun 09 08:19:42
The end of Strategic Planning : BatesHook - The world is continuously changing. Is your company still... http://tumblr.com/xrab8ke65
ErikPosthuma

Jun 09 05:55:32
Your friendly reminder to stop complaining... http://idek.net/1o2s
GuyKawasaki

Jun 09 04:17:55
Respect for customers - Respect for employees. (the latter must precede the former) http://bit.ly/9g2vGT via @ericjacques
Reaburn

Jun 09 04:14:43
How much value do you deliver before your customer reciprocates? Newest fr @bsdalton http://bit.ly/cKvGLy
Reaburn

Jun 09 03:56:36
Awesome stuff @thebrandbuilder: '21 Things My Dog Taught Me...' (read it even if you aren't all that nuts about dogs): http://bit.ly/bkyJTA
MarketingProfs

Jun 09 02:42:45
5 Easy Steps To Reach Perfection In Everything You Do http://bit.ly/bdO8sk #fb
wanszezit

Jun 08 21:08:11
Emotional resonance creates business value
Emotivebrand

Jun 08 19:33:52
Starbucks Used Social Media to Get One Million to Stores in One Day: http://bit.ly/8ZbvcB
WriterCJ

Jun 08 18:48:55
Victims say "I'll try". Leaders say "I'll do"
_robin_sharma

Jun 08 18:48:34
Will brands release results? http://bit.ly/dbPedl ...interesting read from newmediaage...but I suspect cards will remain close to the chest
AlanSee

Jun 08 18:09:46
@Choypw I'm checking
JimJosephExp

Jun 08 17:16:56
@Emotivebrand "Sometimes you need to take a step back in order to move forward." This does not apply to touchpoint experience.
Choypw

Jun 08 16:55:48
Are You the Victim of an Invisible Promotion? http://s.hbr.org/c4fr5G
HarvardBiz

Jun 08 16:49:43
2 minute inspirational video on how you can shift from victim to Leader http://bit.ly/9br3Mw
_robin_sharma

Jun 08 16:06:00
What's Really Silencing Your Employees http://s.hbr.org/8Xqmkz
HarvardBiz

Jun 08 15:53:09
I am having a religious experience. Or an orgasm. (Both, really.) I'm on @gapingvoid's Hughtrain: http://ow.ly/1VHSD
KellyDiels

Jun 08 15:53:05
Porter: A strategy is about creating a particular value prop for your customers that differentiates you from the opposition #wif10
bpluskowski

Jun 08 15:47:06
Michael Porter #wif10. Need to engage the staff that serves your customers before you can engage your customers themselves.
Toni_Newman

Jun 08 15:42:43
@Choypw not yet. Listening to hi at #wif10
Toni_Newman

Jun 08 15:35:11
Slideshow of the day. Employee Engagement via @skwilder http://bit.ly/9DR9DX
armano

Jun 08 15:24:02
What Lies Ahead for Leadership? http://s.hbr.org/a75XS5
HarvardBiz

Jun 08 15:21:04
Sometimes you need to take a step back in order to move forward.
Emotivebrand

Jun 08 15:20:16
"Twitter is over capacity. Too many tweets! Please wait a moment and try again." Again!!!???
Choypw

Jun 08 15:18:44
Viadero: If you don't have consistency or applied research, it is just random acts.
KnowledgeAll

Jun 08 14:42:38
@Toni_Newman Are you reading Porter's work?
Choypw

Jun 08 14:26:41
In the Mind of Your Customer http://post.ly/iqDT
ThinkTank_

Jun 08 13:50:00
Is your value organized around your customer's problem or is it organized around you?
Toni_Newman

Jun 08 13:37:18
Michael Porter #wif10. If we improve value, everyone wins. How do you define value? How do you measure it?
Toni_Newman

Jun 08 13:07:19
@JimJosephExp What's the source?
Choypw

Jun 08 12:47:29
@Choypw Really? I was told June 21st, no?
JimJosephExp

Jun 08 11:58:53
RT @BizSugar Four Questions To Ask Before Presenting To A New Prospective Customer… « ideationz…a .. http://bit.ly/b3picx
ideationz

Jun 08 10:25:18
RT @ariegoldshlager: Customer Service as a Growth Engine: http://bit.ly/d6TMkN
DonPeppers

Jun 08 09:53:45
@JimJosephExp Believe it or not, I cannot get your book here in Hong Kong!
Choypw

Jun 08 08:48:23
"Life is like a box of chocolates. You never know what you're gonna get." Forrest Gump
Choypw

Jun 08 08:23:41
Management Tip: 2 Ways to Assess Behaviors, Not Just Results http://s.hbr.org/c8yesW
HarvardBiz

Jun 08 08:18:33
Negative touchpoint experience encourages buyers not to proceed to next steps but step back.
Choypw

Jun 08 08:17:55
Positive touchpoint experience gives buyers reason not to step back but proceed to next steps.
Choypw

Jun 08 08:11:18
Why we not buy even if we want it? Because of negative touchpoint experience.
Choypw

Jun 08 06:59:30
Why we buy? There is only one reason: because we want it. It doesn't matter whether or not we need it. So start creating "want" not "need."
Choypw

Jun 08 06:48:46
just purchased all 4 issues of Touchpoint! #servicedesign
Choypw

Jun 08 06:02:16
Trend is a dilemma. If you follow it, you are a follower and may enjoy small success. If go against, you face higher risk but may gain more.
Choypw

Jun 08 05:23:00
This is the rule to increase your followers on Twitter: follow more people.
Choypw

Jun 08 05:20:31
How to be an optimist http://tinyurl.com/2843hjf
GuyKawasaki

Jun 08 05:14:47
I've spent the whole morning organizing my tweets in May 2010... http://bit.ly/95dQIW
Choypw

Jun 08 04:40:31
10 coolest roller coasters http://u.nu/8guhb
GuyKawasaki

Jun 08 04:29:29
Why!?
Choypw

Jun 08 02:57:49
"I follow... I experience... I choose to stay or go." That's how follower behaves in the world of Social Media.
Choypw

Jun 08 01:05:13
@Choypw Thanks for the RT!
ErikPosthuma

08 June 2010

Tweets of 1-7 Jun 2010

Jun 07 17:56:03
"Reach Customers in 140 Characters, All of Them Free' http://ht.ly/1Vd8o [Good article for #SME's on Twitter] #marketing
ThinkTank_

Jun 07 16:59:45
RT @YourCustomers More Customer Service Thank You Notes http://goo.gl/fb/s27Z5 #customerservice
Choypw

Jun 07 16:46:27
More Customer Service Thank You Notes http://goo.gl/fb/s27Z5 #customerservice
YourCustomers

Jun 07 15:42:54
McKinsey Classics: June 2010 -- The tyranny of market expectations http://bit.ly/cyXR4o
McKQuarterly

Jun 07 15:14:25
From a great new blog about self-delusion - "Fanboyism and Brand Loyalty" http://bit.ly/9iNVDF
CEB_MLC

Jun 07 14:00:19
The best source of customer feedback RT @bertheymans: cool little story about feedback and customer experience http://bit.ly/axrD3X
Toni_Newman

Jun 07 11:04:30
Customer Service as a Growth Engine: http://bit.ly/d6TMkN #in Cc... @DonPeppers
ariegoldshlager

Jun 07 09:12:13
Six things about deadlines http://bit.ly/aNmUII
sethgodins

Jun 07 08:22:59
Love the new Shangri-La "It's in our nature" ad (http://bit.ly/clWwVN) by Ogilvy Hong Kong? Go behind the scenes here: http://bit.ly/cqjLIP
OgilvyAsia

Jun 07 08:21:27
Management Tip: 3 Ways to Boost Your Cultural Sensitivity http://s.hbr.org/dypFCW
HarvardBiz

Jun 07 08:11:39
All changes come from the same origin.
Choypw

Jun 07 04:39:03
You empower your employees to deliver positive experience. And you empower your customers to...?
Choypw

Jun 07 04:34:47
RT @GuyKawasaki Nine Best Story Lines for Marketing http://om.ly/lHsN
Choypw

Jun 07 04:33:51
RT @SunniBrown Life is like riding a bicycle. To keep your balance, you must keep moving. – Einstein
Choypw

Jun 07 04:32:56
Federer is number 2 again...
Choypw

Jun 07 03:52:37
"RT @ErikPosthuma Make two lists in the morning: To Do and Not To Do. The second list reminds you of what distracts you the most."
Choypw

Jun 07 03:05:12
Life is like riding a bicycle. To keep your balance, you must keep moving. – Einstein
SunniBrown

Jun 07 01:57:15
Nine Best Story Lines for Marketing http://om.ly/lHsN
GuyKawasaki

Jun 07 01:25:28
"Make two lists in the morning: To Do and Not To Do. The second list reminds you of what distracts you the most."
ErikPosthuma

Jun 06 18:20:49
F O C U S
Choypw

Jun 06 18:18:27
Voice-of-customer is what customers tell you when you ask. Word-of-mouth is what customers share with others even you don't ask.
Choypw

Jun 06 18:13:56
Which is more important: word-of-mouth, or voice-of-customer?
Choypw

Jun 06 18:06:33
RT @BillGates This says it all... http://twitpic.com/1ujcuc
Choypw

Jun 06 17:43:08
Time to wake up!
Choypw

Jun 06 16:56:26
This says it all... http://twitpic.com/1ujcuc
BillGates

Jun 06 15:51:43
RT @SonicLogic There is a rumor Twitter people are smarter and more sophisticated than Facebook people. - So true! ;-)
extroversion

Jun 06 14:24:45
Rethink Every Assumption: @chrisbrogan on @richardflorida ... http://bit.ly/9nfQrq
DanielPink

Jun 06 09:27:16
Organizing the unorganized http://bit.ly/c1wR1G
sethgodins

Jun 05 22:36:31
new blog post on emergence and customer experience http://bit.ly/4YCVCd #in
ireneclng

Jun 05 22:00:46
It's Time to Focus Executive Development on Real Business Issues http://s.hbr.org/a1qvfG
HarvardBiz

Jun 05 20:02:10
Engaged + Happy Employees = Results http://su.pr/2CZRAN
YourCustomers

Jun 05 18:46:58
RT @nedkumar: Good read on intuition vs fact-based management. RT @ariegoldshlager: Informing Our Intuition [PDF]: http://bit.ly/kiMAg
Reaburn

Jun 05 15:11:29
Today is the last day of the past of my life.
SunniBrown

Jun 05 09:20:32
Why dialogue between management and workers is crucial for innovation http://u.nu/2qybb
GuyKawasaki

Jun 05 06:02:14
"RT @philosophytweet It's not so important who starts the game but who finishes it. - John Wooden"
Choypw

Jun 05 05:46:06
"It's not so important who starts the game but who finishes it. -John Wooden"
philosophytweet

Jun 05 04:48:57
Positive touchpoint experience starts from a simple SMILE... So smile... Smile back... Sweet smile! :)
Choypw

Jun 04 17:13:54
Seriously is it possible to identify all customer touchpoints when touchpoint is everywhere? #toex #touchpoint
Choypw

Jun 04 16:41:20
@Choypw No problem, thanks for the great tweet! ^EH
UserVoice

Jun 04 16:24:07
@UserVoice Thanks for the RT.
Choypw

Jun 04 08:06:28
Management Tip: When Your Employee is Unaware of Unspoken Rules http://s.hbr.org/b0erUQ
HarvardBiz

Jun 04 01:53:38
A brand becomes emotionally important when the brand behaves in a way that connects what they say & do, to how they make people feel.
Emotivebrand

Jun 04 00:56:19
Trust is no longer the critical success factor in any relationship... It's only an entry ticket to start a relationship.
Choypw

Jun 03 21:55:59
You spend years learning how to read, write and speak. What about listening? How well do you listen?http://tinyurl.com/2c4byfb
StephenRCovey

Jun 03 20:34:36
Forget brand loyalty for a second, the thing to focus on is loyalty in its purest form. http://su.pr/3ZUHTM
designtaxi

Jun 03 18:38:44
Relationships need to have Meaning http://goo.gl/fb/NVXhj #customerservice
YourCustomers

Jun 03 14:17:00
New blog post: Harnessing the Power of Employee Advocacy http://bit.ly/cCDIJM
CEB_MLC

Jun 03 14:12:51
RT @Choypw RT @YourCustomers: 17 Ways To Win Your Customers' Hearts Forever http://goo.gl/fb/ZLTW9 #customerservice http://bit.ly/9xjRWD
big_winner

Jun 03 13:59:11
17 Ways To Win Your Customers' Hearts Forever http://goo.gl/fb/ZLTW9 #customerservice
YourCustomers

Jun 03 13:32:48
Positive touchpoint experience is about turning pain into pleasure.
Choypw

Jun 03 13:31:10
Positive touchpoint experience is about minimizing pain and maximizing pleasure.
Choypw

Jun 03 13:19:41
Great video of looking at what motivates us: http://ow.ly/1T3uY - Rewards don't equal performance; motivate through empowerment
Bill_George

Jun 03 12:58:12
Welcome to the Era of Behavior http://s.hbr.org/dmpXUQ
HarvardBiz

Jun 03 12:29:12
Want to let your #customers know why they need what you offer? Find your numbers. HBR article .http://ow.ly/1Tvl9
Toni_Newman

Jun 03 11:30:10
Predictive Analytics: 8 Things to Keep in Mind (Part 7) http://su.pr/3IdxHs
YourCustomers

Jun 03 10:36:01
"Graph: Traditional VS Social Marketing Funnel: Remember the marketing textbook from University? There were all th... http://bit.ly/bIeu8R"
OGILVY

Jun 03 09:03:22
Note to client - building a successful business isn't about adding value it's about solving a customer's pain problem #ttnotes
ThinkTank_

Jun 03 08:59:05
Management Tip: How to Assess If You're Ready for a Global Role http://s.hbr.org/aFJhYC
HarvardBiz

Jun 03 04:33:38
is making little things count.
Choypw

Jun 03 01:05:19
RT @Choypw "Social CRM? It's not magic. Relationship is still relationship. Stop creating something to get distracted and lose focus!" ^EH
UserVoice

Jun 03 00:57:05
Good day!
Choypw

Jun 02 22:29:47
New study from BMA-SPSS on customer engagement. http://ow.ly/1TjmW ^jpo
btobmagazine

Jun 02 18:32:19
Social CRM? It's not magic. Relationship is still relationship. Stop creating something to get distracted and lose focus!
Choypw

Jun 02 18:01:06
Step 5 of Employee Engagement: People deliver based on what is being measured but not what is being expected of them.
Choypw

Jun 02 17:53:41
Step 4 of Employee Engagement: Equip Hands by Identifying Role-Based Competencies.
Choypw

Jun 02 17:52:19
Step 3 of Employee Engagement: Assess the Head using Conscious Competency.
Choypw

Jun 02 17:50:33
Step 2 of Employee Engagement: Identify the Right People who are a good Cultural Fit during the hiring process.
Choypw

Jun 02 17:28:25
Step 1 of Employee Engagement: Align Heart, Head, and Hands of employee with VMV.
Choypw

Jun 02 16:44:40
employee engagement - Treat different employees differently, to recognize individual skills and contributions http://bit.ly/dD93Zz
DonPeppers

Jun 02 16:43:16
Employee engagement - even if you can't pay call center reps more, youcan still segment by skills and capabilities http://bit.ly/dD93Zz
DonPeppers

Jun 02 16:12:05
#LASocialROI @chasmiller comparing #motrinmoms and @jessicagottlieb response to DTV working with her, good experiences turn advocacy
ekolsky

Jun 02 15:59:17
A good workshop on employee experience tonight... I'll talk about touchpoint mapping and experience diagnostics next... :)
Choypw

Jun 02 15:40:15
creating multiple touchpoint is important, but creating relevant touchpoints is even more important - no need 4 a meatball sundae #brandchat
JohnAntonios

Jun 02 15:09:35
The Future Of Customer Service On Airplanes? http://goo.gl/fb/eIS5w #customerservice
YourCustomers

Jun 02 15:09:05
RT @AMAnet: Using expectations to better ensure you have engaged employees (RT @DonPeppers) #management | http://ht.ly/1SXz3
DonPeppers

Jun 02 14:56:09
Don’t Let Your Leadership Strengths Become Your Weaknesses http://ht.ly/1T3OZ
kenblanchard

Jun 02 12:48:54
Complaining about Companies on Facebook and Twitter? http://goo.gl/fb/36NQn #sales
YourCustomers

Jun 02 11:08:05
Managing Employee experience for Committed Engagement... Today... For HKMA…
Choypw

Jun 02 10:55:56
VERY NICE post on what it would mean to have a truly "trustable" sales process in B2B http://bit.ly/clEAUr
DonPeppers

Jun 02 10:51:18
Education's future: treating different students differently. Two useful frameworks: http://bit.ly/bjoNh7 and http://bit.ly/deHZ12
DonPeppers

Jun 02 10:47:21
@choypw Thanks for the RT
Toni_Newman

Jun 02 08:24:20
Management Tip: 2 Ways to Get Mentoring without a Mentor http://s.hbr.org/c8PcyU
HarvardBiz

Jun 02 06:57:53
Here's the presentation deck for those who missed the Blogging for Business webinar this morning. http://bit.ly/b5y17o
OgilvyAsia

Jun 01 21:15:03
RT @MarkOOakes: If I had asked customers what they wanted, they would have said "faster horses" ~ Henry Ford
Toni_Newman

Jun 01 20:47:46
Top 64 marketing professors around the world who consistently engage on Twitter ... http://bit.ly/7XKDJ ... Thanks @KentHuffman
AlanSee

Jun 01 20:37:08
Getting CRM to Deliver for Salespeople http://goo.gl/fb/ME0Sp #sales
YourCustomers

Jun 01 18:55:13
Loyalty Coalition Programs: What You Need to Know Now http://shar.es/mJTg7 #CRM #marketing
CustomerProfit

Jun 01 18:50:09
Back to basics... Understanding this business in graphic terms http://ow.ly/1R6cS
colourlovers

Jun 01 18:46:13
Moving From Strategic Planning to Story Telling http://s.hbr.org/96olaI
HarvardBiz

Jun 01 18:46:12
How Do You Engage Employees? http://s.hbr.org/d0Vtfd
HarvardBiz

Jun 01 17:38:30
Night Fedex.
Choypw

Jun 01 17:04:06
Can Federer turn things around...?
Choypw

Jun 01 16:45:31
The past, present, and future of media... http://tinyurl.com/27brdws
GuyKawasaki

Jun 01 15:57:08
Build a Customer Community, Gain Loyalty http://bit.ly/cFc2S4
Toni_Newman

Jun 01 15:54:33
The False Theory of Meritocracy http://s.hbr.org/9BXwd3
HarvardBiz

Jun 01 15:50:19
Must watch video RT @KetelboeterPR: Customer Experience is the Ultimate Differentiator http://bit.ly/clYwzg (via @9inchmarketing)
Toni_Newman

Jun 01 15:48:16
RT @SmartStorming: Why is it your final answer is so often the same one your initially considered? #creativity
Toni_Newman

Jun 01 15:30:12
Great interview with Malcolm Gladwell: "Innovation is the willingness to disrupt the normal way of doing things." http://ow.ly/1Sht5
Toni_Newman

Jun 01 14:35:09
There are two types of power. One looks strong, but is weak,The other looks weak but is actually strong Learn why http://bit.ly/dDtE07
stevedenning

Jun 01 14:09:04
Find any way you can to understand your customers feelings: "Economic decision making is 70% emotional & 30% rational - Gallup Consulting
Emotivebrand

Jun 01 12:40:28
A must read! Stat of the week: Are experience-driven organizations more profitable?: http://bit.ly/9cL6On via @addthis
Toni_Newman

Jun 01 09:47:14
RT @HarvardBiz Management Tip: 3 Tips for Giving Your Boss Feedback http://s.hbr.org/9PBDiR
Choypw

Jun 01 08:35:19
Management Tip: 3 Tips for Giving Your Boss Feedback http://s.hbr.org/9PBDiR
HarvardBiz

Jun 01 03:42:45
Cute but true. RT @MakeUseOf What Your Email Address Says About Your Computer Skills | MakeUseOf.com http://bit.ly/aqwUjG
Toni_Newman

Jun 01 03:39:00
RT @HarvardBiz Nonconscious Leadership Processes http://s.hbr.org/cTszdO
Choypw

Jun 01 02:48:45
Nonconscious Leadership Processes http://s.hbr.org/cTszdO
HarvardBiz

Tweets of May 2010

May 31 23:49:27
RT @GuyKawasaki How to (simply) use Twitter to reach your customers http://is.gd/cxrUy

May 31 23:48:12
"If today were the last day of my life, would I want to do what I am about to do today?" Steve Jobs

May 31 23:45:32
How to (simply) use Twitter to reach your customers http://is.gd/cxrUy

May 31 23:39:57
Oh... It's June today!!! 7 months later we have another year. How have you lived so far?

May 31 23:36:17
Thanks for the RT's & mentions today @matt_L @Reaburn @ainebelton @tedcoine @Choypw @lanebaldwin

May 31 23:25:42
RT @Toni_Newman Thoughtful RT: @SAlhir RT @joankw: The 5 Habits of Employees That Produce Happy Customers http://bit.ly/af8ySy @JohnAssaraf

May 31 23:24:42
RT @ekolsky btw, @jacobm here is a great discussion on loyalty ((L-in, must be member of group CEM Professionals) http://bit.ly/bsKPAh

May 31 23:23:40
RT @Toni_Newman Great article by Brett King on the real business worth behind innovating the customer experience. http://ow.ly/1Se7A

May 31 23:19:56
RT @Reaburn RT @tedcoine RT @royatkinson: Unexpected #CustomerService experience -http://bit.ly/ccSmpz Short, powerful post.

May 31 23:17:16
t h i s i s a r t . . .

May 31 23:16:00
Great article by Brett King on the real business worth behind innovating the customer experience. http://ow.ly/1Se7A

May 31 21:50:39
RT @tedcoine RT @royatkinson: Unexpected #CustomerService experience - new post in The Think Zone http://bit.ly/ccSmpz Short, powerful post.

May 31 20:19:55
btw, @jacobm here is a great discussion on loyalty ((L-in, must be member of group CEM Professionals) http://bit.ly/bsKPAh

May 31 17:46:32
Thoughtful RT: @SAlhir RT @joankw: The 5 Habits of Employees That Produce Happy Customers http://bit.ly/af8ySy Excellent post @JohnAssaraf

May 31 16:02:28
RT @GuyKawasaki What you miss when you blink http://u.nu/9xq2b

May 31 15:50:31
What you miss when you blink http://u.nu/9xq2b

May 31 15:25:05
Need some inspiration? 30 Beautiful Website Designs – Check it out http://ow.ly/1QiEA

May 31 15:20:32
Collection of excellent print ads http://idek.net/1fF0

May 31 15:02:30
"Build a Business, Not Just a Client List" via @markmcguinness http://shar.es/mdkOf Amen.

May 31 14:50:32
25 useful resources to improve your writing http://tinyurl.com/2837w7t

May 31 13:50:48
RT @HarvardBiz Managing the Productivity Paradox http://s.hbr.org/aoJNGg

May 31 13:17:32
Managing the Productivity Paradox http://s.hbr.org/aoJNGg

May 31 11:11:18
Are Emotions Feelings?-http://bit.ly/aB3FhB

May 31 10:48:45
“You can never step into the same river; for new waters are always flowing on to you.” Heraclitus... and that's experience...

May 31 10:21:45
experience is more than 5 senses, but heart, head and hands.

May 31 10:06:32
RT @wimrampen RT @GrahamHill: Integrating Experience Across Touchpoints-http://bit.ly/b2LWmR #cex (via @Choypw)

May 31 09:47:09
RT @Choypw: experience produces emotions.

May 31 09:46:05
What's Grundey talking about?!

May 31 09:45:02
"...with however, an emphasis on the emotions and senses lived during the immersion at the expense of the cognitive dimension." (2 of 2)

May 31 09:44:30
"Experience is defined as a subjective episode in the construction/transformation of the individual..." (1 of 2) Grundey (2008)

May 31 09:30:35
experience produces emotions.

May 31 07:50:31
What you miss when you blink http://tinyurl.com/2b5d5so

May 31 06:58:00
Eight Building Blocks of CRM-http://bit.ly/9SwUa8

May 31 05:31:43
Somewhere in time...

May 31 05:21:59
"You start paying attention to things that are constantly changing instead of things that last." Rework 2010... so where is the origin?

May 31 05:16:20
"A lot of companies focus on the next big thing... that's a fool path. You start focusing on fashion instead of substance." Rework 2010

May 30 20:39:21
"Customer experience is holistic and involves the customer’s cognitive, affective, emotional, social and physical responses." JR 2009

May 30 20:38:27
“Customer Experience is the internal and subjective response customers have to any direct or indirect contact with a company." JR 2009

May 30 20:37:01
"Personal experience involves customers ""at different levels (rational, emotional,
sensorial, physical, and spiritual).” JR 2009"

May 30 20:35:42
"Experience is strictly personal." JR 2009

May 30 20:34:00
“Customer experience originates from a set of interactions between a customer and a product, a company... which provoke a reaction." JR 2009

May 30 20:30:33
"An experience is a personal occurrence founded on the interaction with stimuli which are the products or services consumed." Grundey (2008)

May 30 19:20:02
Yes! Words Make Art: Typography Portrait http://ow.ly/1QiyC

May 30 16:56:07
Customer Experience Creation-http://bit.ly/b6sIvp #toex

May 30 16:53:47
Co-Creation Experiences-http://bit.ly/c0dqRF

May 30 16:45:30
Transparent Sales Processes Build Trust http://goo.gl/fb/mw4Ld #sales

May 30 16:34:37
What is ART?

May 30 14:35:27
@Choypw [ireneclng] co-creation is generally the accepted term but i agree it's many-to-many

May 30 13:25:48
@Choypw [GrahamHill] Co includes more than one too. Customers, companies, partners, etc.

May 30 13:23:52
@GrahamHill @ireneclng Should it be multi-creation instead of co-creation? We're now into the many-to-many experience economy. #toex

May 30 12:55:37
RT @GrahamHill @ireneclng Need to link value instrument to micro-foundations of co-creation capabilities model too

May 30 12:50:08
RT @Toni_Newman RT @positivityblog: New on the blog: Do You Make These 10 Common Mistakes When You Think? - http://bit.ly/a9fEsh

May 30 12:49:08
RT @GrahamHill Good examples of Experience personalization, without being co-creation http://bit.ly/c9t9HP by @masscustom (via @wimrampen)

May 30 09:05:56
Some good examples of Experience personalization, without being co-creation http://bit.ly/c9t9HP by @masscustom (via @wimrampen)

May 30 09:04:05
@ireneclng Need to link value instrument to micro-foundations of co-creation capabilities model too, I.e. your paper taken to the next stage

May 30 08:51:08
@Choypw [ireneclng ] tks for interest.presenting initial thoughts @ frontiers in services conf in Sweden. papers take another yr but will share when able

May 30 07:54:28
RT @ireneclng @GrahamHill we are starting to design the instrument to measure interactions (co-production) now. a challenging task

May 30 07:54:02
@ireneclng I'm very interested in what you've been doing. Is it possible to share with me your masterpiece when it's done?

May 30 07:35:45
@GrahamHill we are starting to design the instrument to measure interactions (co-production) now. a challenging task

May 30 04:36:07
Integrity Builds Customer Satisfaction, Service, and Loyalty - @KristinaEvey on the 6pm.com / Zappos response to their $1.6M pricing mistake

May 30 01:21:00
WTF! I am not allowed to unfollow people I do not want to follow with Twitterific!?

May 30 01:08:58
Should we think twice before designing a touchpoint experience? Or just blink... Then hope for the best, and prepare for the worst?

May 30 00:40:35
Why is life full of ups and downs? Then is consistent positive touchpoint experience possible?

May 30 00:12:28
is almost there...

May 29 12:27:26
Integrated Customer Experience Management Model-http://bit.ly/dAYUsF #toex

May 29 12:19:18
Consistency: The Key to a Great Customer Experience-http://bit.ly/aUFptf #toex

May 29 12:05:32
Build Loyalty Through Experience Management-http://bit.ly/anbxH0 #toex

May 29 11:57:55
How to Lead the Customer Experience-http://bit.ly/bYKRNC #toex

May 29 11:54:45
Customer Experience: Everything Is An Emotional Buy-http://bit.ly/b2XSJA #toex

May 29 11:44:55
Feelings of Emotion and Self-http://bit.ly/cdn1SQ

May 29 09:36:17
RT @GrahamHill: RT @Choypw: Remembering Dr CK Prahalad-http://bit.ly/bAKnDs

May 29 09:13:22
@ireneclng Interactions as assets. Interesting idea. Assumes value is co-created. Valuation a challenge. Required for capability investments

May 29 09:03:40
RT @ralph_ohr: Agree - must read! RT @wimrampen: I. Wladawsky-Berger on 2010 IBM Global CEO Study http://bit.ly/cOdKke - must read

May 29 08:59:48
RT @Choypw: Remembering Dr CK Prahalad-http://bit.ly/bAKnDs

May 29 08:58:17
@Choypw [GrahamHill] Read Damasio... :-)

May 29 08:56:47
@GrahamHill Cool... so what's the difference between emotions and feelings...?

May 29 08:55:47
Remembering Dr CK Prahalad-http://bit.ly/bAKnDs

May 29 08:55:09
@Choypw [GrahamHill] John Lambie is confusing emotions with feelings. He should read Damasio to really understand the differences #toex

May 29 08:51:14
RT @innovate: Innovation Perspectives - When to Co-Create - http://su.pr/2vX7Hi - Mark Roser

May 29 08:43:03
@GrahamHill Yes please Graham.

May 29 08:42:29
How to Manage Moments of Truth-http://bit.ly/cv7YZB #touchpoint #toex

May 29 08:40:54
How to Create Brand Experience-http://bit.ly/aPHhCw #toex

May 29 08:40:06
@Choypw [GrahamHill] I will let you know next time I am in Hong Kong or Shenzhen. Maybe we can meet up then.

May 29 08:34:54
Creating a 20/20 customer experience: From customers to advocates-http://bit.ly/ajdZda #touchpoint #toex

May 29 08:33:17
The Long Wow http://slidesha.re/H1QoR

May 29 08:32:00
Understanding Customer Needs and Managing the Customer Experience-http://bit.ly/cvRj4N #touchpoint #toex

May 29 08:30:53
Building Loyalty through Customer Experience-http://bit.ly/9ZtQ39 #toex

May 29 08:21:07
How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences-http://bit.ly/a25OfD #touchpoint #toex

May 29 08:19:00
"Emotion experiences do not play a rational role in action selection unless one is aware of one’s emotion." John Lambie #toex

May 29 08:16:24
Emotion Experience, Rational Action, and Self-Knowledge-http://bit.ly/9BSiPX #toex

May 29 08:14:59
The impact of interaction-http://bit.ly/ceg6Xg #touchpoint #toex

May 29 08:14:32
Employee Engagement = Rational and Emotional Connections-http://bit.ly/cQIWRp #touchpoint #toex

May 29 08:13:05
Experiental Marketing vs Traditional Marketing-http://bit.ly/bN2o7l #touchpoint #toex

May 29 08:09:06
The Customer Lens: An Approach to Customer Touch Point Analysis-http://bit.ly/cpbf7I #touchpoint #toex

May 29 08:07:18
Customer Satisfaction & Loyalty Measurement-http://bit.ly/cBl1zi #touchpoint #toex

May 29 08:05:09
Customer Experience Boosts Revenue-http://bit.ly/9GUzjH

May 29 08:03:55
The No. 1 Challenge to Effective Customer Experience Management is Lack of Corporate Strategy-http://bit.ly/968kmf #touchpoint #toex

May 29 08:00:26
Customer Experience Analytics-http://bit.ly/bZe5th #touchpoint #toex

May 29 07:58:59
Cultivating the Top-Priority Touchpoint http://shar.es/meFHg

May 29 07:30:14
RT @GrahamHill: Integrating Experience Across Touchpoints-http://bit.ly/b2LWmR #touchpoint #toex (via @Choypw)

May 29 07:24:30
A TouchPoint Exercise to Help Retain Customers-http://bit.ly/cvHfzn #touchpoint #toex

May 29 06:57:49
The Customer Touchpoint Assessment-http://bit.ly/dBJZQz #touchpoint #toex

May 29 06:57:36
RT @GrahamHill: Integrating Experience Across Touchpoints-http://bit.ly/b2LWmR #cex (via @Choypw)

May 29 06:55:48
@GrahamHill It's really bad that we couldn't meet again... but you should be able to tweet in China. Let me get back to you on this later.

May 29 06:51:51
How The Top 500 Fastest Growing Companies Are Using Social Media http://tinyurl.com/yffk9rl interesting 2009 study (via @cdn)

May 29 06:51:05
Integrating Experience Across Touchpoints-http://bit.ly/b2LWmR #touchpoint #toex (via @Choypw)

May 29 06:49:24
Intel to put all its eggs in the consumer basket? http://ht.ly/1ORfd RT@ adwrighty #brandstrategy (via @Brandamentalist)

May 29 06:38:59
Glad to be back. No access to Twitter in China. Mind you, working 12-14 hour days seven days a week didn't leave much time free!

May 29 06:25:32
How to choose the perfect name for your business http://tinyurl.com/2v3h3kc

May 29 06:12:25
Integrating Experience Across Touchpoints-http://bit.ly/b2LWmR #touchpoint #toex

May 29 05:52:23
Inspect what you Expect: the eyes of customer; the ears of management-http://bit.ly/bqbGI5 #touchpoint #toex

May 29 05:50:05
"UBS on the Trail of Seamless Interaction with Its Customers-http://bit.ly/bRsTdb #touchpoint #toex"

May 29 05:48:47
Turning Your Customer Experience into PROFIT: http://bit.ly/aOWJmd #touchpoint #toex

May 29 05:31:05
"Truth or Consequences: Making the most of Touchpoint Surveys-http://bit.ly/aUiAKr #touchpoint #toex"

May 29 05:27:12
A Place for You on the One-to-One Continuum-http://bit.ly/dwui3l

May 29 05:19:47
RT @customerthink Managing Touch Point Value: 10 Steps to Improve Customer Engagement http://bt.io/FIdW #touchpoint #toex

May 29 05:17:10
"CoreMedia Multi-Touchpoint Business Solutions Guide-http://bit.ly/ccPLNV #touchpoint #toex"

May 29 05:13:48
Integrated Brand Touchpoints: owning customers across your Brand’s proprietary experience-http://bit.ly/bEPjVG #touchpoint #toex

May 29 04:49:59
If the touchpoint is not going to create positive experience, why add one more touchpoint to the relationship? #toex #touchpoint

May 29 04:46:32
Don't create a touchpoint if it's not going to deliver positive experience. #toex #touchpoint

May 29 04:37:39
Customer Experience Made Clear-http://bit.ly/cCCfs4

May 29 04:36:55
How Do I Touch Thee? Let Me Count the Ways-http://bit.ly/a28QQP

May 29 04:31:07
Brand Touchpoint Scorecard-http://bit.ly/dt33k6

May 29 04:16:05
Why Turning the Customer Experience into Emotional Engagement Adds Value to a Brand-http://bit.ly/d1b8MU

May 29 04:11:43
8 Things to Consider for a Successful Multi-Touchpoint Customer Experience-http://bit.ly/apujin

May 29 03:02:23
Discovering revenue. Delighting customers.-http://bit.ly/b3nriv

May 29 01:25:31
40 useful sites to expand your knowledge and skills http://tinyurl.com/397lf2v

May 29 01:11:57
“Time discovers truth.”-Seneca

May 28 20:29:22
How To Get Employees Engaged In a Customer Service Program http://goo.gl/fb/CddIV #customerservice

May 28 19:52:51
Workforce of One http://s.hbr.org/bnDtQm

May 28 19:36:28
Talent does what it can; genius does what it must.

May 28 19:27:21
Behavior as Communication http://bit.ly/9kBDs2 (@tomasacker blog)

May 28 18:35:08
Life is a big canvas, throw all the paint on it you can. -- Danny Kaye

May 28 18:28:51
Marketing Profs you can follow on Twitter ... http://bit.ly/cFpTuU ... via @KentHuffman

May 28 17:49:30
Time to take onwnership of your brand. http://j.mp/9NOOuM #Edelmandigital

May 28 17:25:55
"I wasn't the best because I killed quickly. I was the best because the crowd loved me." Proximo in Gladiator... and that's marketing.

May 28 16:32:43
Managing Your Cross Channel Consumer Data http://su.pr/1Cj4ph

May 28 16:00:10
New on the blog: Do You Make These 10 Common Mistakes When You Think? - http://bit.ly/a9fEsh

May 28 15:53:06
"Using Emotional Touchpoints to learn about the experience-http://bit.ly/929BD8"

May 28 15:39:00
Tweetake... I have more than 600 favorites in May...

May 28 14:50:11
What Exactly Is Touchpoint? http://lnkd.in/F8JqZF

May 28 14:05:34
The top 1,000 websites, according to Google http://bit.ly/brJP7K ... interesting

May 28 14:05:32
Your brand is what you tell people to think about you. Your reputation is how people actually feel about you. #brand #reputation

May 28 13:58:00
Fast Company names the "100 Most Creative People In Business 2010" http://om.ly/kZww

May 28 13:56:09
12 Things Good Bosses Believe http://s.hbr.org/8XB5sP

May 28 08:49:45
Management Tip: Rid Your Organization of Email Dysfunction http://s.hbr.org/dfhjpt

May 28 08:09:13
People come and go... as long as we understand this, nothing really matters.

May 28 08:08:49
is trying to understand the root cause of negative touchpoint experience.

May 28 06:54:30
Apple Makes It Easier for Self-Published Authors to Sell Ebooks in the iBookstore http://bit.ly/aYmZw7 (Fast Company)

May 28 06:46:26
WTF!!!

May 28 04:49:05
"Ideas are having sex with each other as never before." via @mattwridley http://bit.ly/ayqIX6

May 27 22:12:51
What Would da Vinci and Edison Say to Today's Innovators? http://ht.ly/1QTiF #innovation

May 27 20:03:25
calls it quits.

May 27 19:27:20
Luck is not the key requirement: http://bit.ly/bg8y4a -- a shot at "I just got lucky" apologies for success.

May 27 18:25:13
Customer Experience Case Studies: Morgan Sindall Outif. Setting competitive advantage in the B2B market http://ow.ly/1Q07r

May 27 17:34:26
8 customer experience megatrends http://bit.ly/aXl32W Via @btempkin

May 27 17:01:46
"Storytelling reveals meaning without committing the error of defining it. - Hannah Arendt"

May 27 15:12:45
Designers are beginning to pay more attention to behavior change theory in their work. http://bit.ly/9S1ANk and http://bit.ly/bPhKLF

May 27 14:00:19
Find out if your company is customer-centric taking our customer experience strategic questionaire http://ow.ly/1Q06V

May 27 13:01:44
Emotional Branding - The New Paradigm of Connecting #Brands to People http://ht.ly/1QBiO

May 27 10:51:51
Good feedback on my session. Am now thinking of interactions as assets and seeing my cocreation model develop further #in

May 26 20:18:24
RT @experienceproj The Best Alternate Ending To Lost http://bit.ly/dbOa28

May 26 12:58:05
Prevention and Consumer Self-management http://s.hbr.org/c61ez3

May 26 12:40:35
towards value, we need to understand intelligent design. why are we settling for a static design and complain when customers dont conform?

May 26 09:15:38
Why do people think that 'value' is a static concept? It's changeable depending on context and fulfill different outcomes

May 26 08:08:23
Management Tip: 3 Tips for Making Small Talk with the Big Boss http://s.hbr.org/aYrJRf

May 26 05:06:51
is making little things count again!!! :)

May 26 04:31:56
Want to have breakthrough results? The formula is simple do more of what is working, do less of what isn't and try... http://bit.ly/bzqAvC

May 26 00:31:05
RT @colourlovers Reading -> 10 thoughts on business card design http://ow.ly/1N9CD

May 26 00:27:52
RT @kenblanchard Three Strategies to Lead Gen Y: http://bit.ly/cpTBbZ via @addthis

May 25 22:56:31
Top brands on Facebook: http://tinyurl.com/37a2954

May 25 22:50:03
RT @Choypw @AlanSee: "Well done is better than well said." - Ben Franklin

May 25 21:34:20
Thx @mjayliebs @CRMStrategies @brianvellmure @jacobm @sarathym @buchanla @Lager @SemiraSK @juicyinfo@spirospiliadis @Choypw 4 RT & convo :)

May 25 19:05:23
Three Strategies to Lead Gen Y: http://bit.ly/cpTBbZ via @addthis

May 25 19:05:16
Reading -> 10 thoughts on business card design http://ow.ly/1N9CD

May 25 17:50:06
Can you really track experience along touchpoints? It really depends on how you define experience... #toex #touchpoint

May 25 17:46:05
Listening. It goes a long way: http://sunnibrown.com/category/listening/

May 25 17:28:57
[U 2!] RT @Toni_Newman: To my Twitter tribe, thanks 4 helping me spread the word. Have an awesome week. @lindaAWI @Choypw @timeage @shawmu

May 25 16:56:25
"Well done is better than well said." - Ben Franklin

May 25 16:56:18
#SCRMSummit PG competing for customer's attention, sets expectations -- that sets off competing against oneself (so true)

May 25 16:45:18
If ever there's a way to destroy a brand quickly, organisational discord may well be the key. http://ow.ly/1P7SB

May 25 16:36:32
If you can't be a good example, at least be a warning for the poor souls who meet you.

May 25 16:23:05
Letting Go: http://ht.ly/1PFwI

May 25 16:16:22
Why Controlling Bosses Have Unproductive Employees http://s.hbr.org/cRZtij

May 25 15:55:44
Awesome RT:@BobBurg Just 2 words 4 this..."Brill"&"Yint" RT @chrisbrogan: How do U turn leads into relationships? - http://bit.ly/9WJwmE

May 25 15:25:52
How do you measure your progress toward achieving your goals? http://bit.ly/9UVRwS

May 25 15:10:19
is trying to use sinablog... the Chinese version of Twitter...

May 25 15:00:01
Performance is always tied to the individual's character. Character is your destiny. http://bit.ly/9IdeAh

May 25 14:31:43
Successful relationships - WAY more than any other factor - are the key to human happiness. Go hug your homies today.

May 25 14:23:41
Is there any difference: profitable sustainability vs sustainable profitability?

May 25 14:21:34
RT @HarvardBiz The Soul of Leadership http://s.hbr.org/a7q1by

May 25 14:17:28
The Soul of Leadership http://s.hbr.org/a7q1by

May 25 14:04:44
Consistent authenticity is the key to profitable sustainability. #brandstrategy #brand #toex

May 25 14:04:15
@mikhailbaynes @kathyzader @John_Leonard @Toni_Newman @0neLife @Choypw @Stickin_To_It @JWean @theoriginalPGC Thank U4 ur kind Retweets!

May 25 13:56:22
@gingerhogue @jcmboyer @Choypw Thanks 4 getting the word out!

May 25 13:53:18
RT @Emotivebrand What brand do you believe consistently evokes the same feelings at every single brand interaction? #brandstrategy #brand

May 25 13:45:44
What brand do you believe consistently evokes the same feelings at every single brand interaction? #brandstrategy #brand

May 25 13:43:15
Where is ANYWHERE? How to manage touchpoint experience when touchpoint is basically everywhere? #toex

May 25 13:41:37
Competitive strategies for managing profits... Innovative strategies for managing growth... Strategic Value Management?

May 25 13:34:45
RT @Toni_Newman The power of honesty RT @BobBurg: Here is a "must read" blog post from @Randy_Gage. POWERFUL!! http://bit.ly/cGSTnV

May 25 13:32:58
RT @Toni_Newman Must read. how 2 go beyond "customer service" 2 create compelling connections that will last a lifetime http://ow.ly/1PxeJ

May 25 13:18:18
The power of honesty RT @BobBurg: Here is a "must read" blog post from @Randy_Gage. POWERFUL!! http://bit.ly/cGSTnV

May 25 13:01:12
To my Twitter tribe, thanks for helping me spread the word. Have an awesome week. @lindaAWI @Choypw @timeage @shawmu

May 25 12:50:59
Must read. how 2 go beyond "customer service" 2 create compelling connections that will last a lifetime http://ow.ly/1PxeJ

May 25 10:38:35
RT @Choypw: More on Differentiation: Building an Aspirational Brand on Today’s Brand Experience http://shar.es/mjWof

May 25 10:18:13
More on Differentiation: Building an Aspirational Brand on Today’s Brand Experience http://shar.es/mjWof

May 25 10:17:29
What's in a Brand Name? Some Companies Just Don't Want You to Know; http://shar.es/mjWb9

May 25 10:16:33
Customer Experience Matters http://shar.es/mjWbA

May 25 10:16:09
The New Language of Brand Experience: Can we (Pillow) Talk? http://shar.es/mjWbY

May 25 10:15:41
Touchpoints are powerful drivers of brand experiences and storytelling. http://shar.es/mjWbq

May 25 10:14:57
A Brand Experience Primer: Everything Matters http://shar.es/mjWb1

May 25 10:14:02
Customer Touchpoints vs Moments of Truth-http://shar.es/mjWHl

May 25 06:02:25
Listen to many, speak to a few. -Shakespeare

May 24 21:55:31
12 qualities of an entrepreneur http://u.nu/3hqka

May 24 18:45:36
RT @ekolsky #SCRMSummit my post on how you can buy loyalty -- http://bit.ly/r6sT9

May 24 18:44:31
RT @ekolsky RT @mikeboysen: What Does A Growing Company Look Like? http://bit.ly/afKD1k #crm #customercentric #notPR #SCRMSummit

May 24 18:41:24
RT @mikeboysen: What Does A Growing Company Look Like? http://bit.ly/afKD1k #crm #customercentric #notPR || excelent post #SCRMSummit

May 24 18:37:33
RT @MichaelHinshaw With a tagline like "unthink", they've already told you what to do. What did they expect? http://ow.ly/1P7EI

May 24 18:36:26
@Choypw [Lager] You said it better than I did. Yes.

May 24 18:36:07
RT @colourlovers Check this out -> 35 Sexy Black Business Cards http://ow.ly/1N9vo

May 24 18:35:20
@JimJosephExp Keep you posted.

May 24 18:34:38
@Lager Thank you for replying. Consistent authenticity is then the key to profitable sustainability.

May 24 18:30:42
#SCRMSummit my post on how you can buy loyalty -- http://bit.ly/r6sT9

May 24 18:20:04
With a tagline like "unthink", they've already told you what to do. What did they expect? http://ow.ly/1P7EI

May 24 18:05:09
Check this out -> 35 Sexy Black Business Cards http://ow.ly/1N9vo

May 24 18:00:38
@Choypw [JimJosephExp] Thanks so much! Hope you enjoy the book.

May 24 17:38:39
@Choypw [Lager] Authenticity: every communication is honest, without burying it in branding and marketing. (2 of 2)

May 24 17:37:53
@Choypw [Lager] Consistency: Every message is the same, even if it's artificial (all salesppl opening with the same "personal" story. (1 of 2)

May 24 17:29:19
@Lager What's the difference between authenticity/trust and consistency of message?

May 24 17:27:14
@ekolsky Why the 3Ps are no longer the model?

May 24 17:21:57
@buchanla word-of-mouth has always been the most powerful marketing tool... not just in the new marketing model...

May 24 17:09:41
Work Smart: Brainstorming Techniques to Boost Creativity http://bit.ly/95lEmS (Fast Company)

May 24 16:55:33
20 inspirational quotes to live by http://idek.net/1bYl

May 24 16:50:28
#SCRMSummit Want to Review this AM's tweets? http://wthashtag.com/scrmsummit

May 24 16:48:59
#SCRMSummit key takeaways - new models for sales, marketing, service are based on the idea of engagement - not managment

May 24 16:26:22
good post from @Scobleizer about the value of recommendations (relevant to #SCRMSummit) http://bit.ly/b2kaxt

May 24 16:25:32
What's stronger -- nature or nurture? http://is.gd/cnk03

May 24 16:23:53
#scrm requires thinking about emotions, attitudes and influence; not just transactions #scrmsummit

May 24 16:14:24
Consistency can be the enemy of authenticity and trust if it makes the message becomes insincere #scrmsummit

May 24 16:10:48
#SCRMSummit Authenticity and trust are what matters, much more than consistency of message

May 24 15:57:10
#SCRMSummit PG - product, placement, promotion are ka-put, no longer the model

May 24 15:55:43
#SCRMSummit PG - sales relies on customers as advocates, marketing relies on employees as advocates by doing good by the customer

May 24 15:36:47
#SCRMSummit if you don't want to read the book: the cluetrain manifesto in slide format http://bit.ly/dfJrPS (but, seriously, read the book)

May 24 15:32:46
On to the new marketing model - word of mouth has always been the most powerful marketing model #scrmsummit

May 24 15:32:29
RT @ekolsky #SCRMSummit PG: customers are self-interested, not selfish, and want value received in exchange for value given

May 24 15:24:57
RT @Toni_Newman 5th S of Successful Innovation is Simplicity. RT @DeliverBliss: The Creative Process Gone Wrong http://bit.ly/d32zDx

May 24 15:19:24
RT @HarvardBiz Good Communication Goes Beyond Open Door Policies http://s.hbr.org/bLjEJz

May 24 15:19:00
"RT @Toni_Newman Invoices as a customer touchpoint? RT @tweetmeme Service Encounters Onstage: http://bit.ly/b9Uu5I"

May 24 15:02:09
5th S of Successful Strategic Innovation is Simplicity. Here's why! RT @DeliverBliss: The Creative Process Gone Wrong http://bit.ly/d32zDx

May 24 14:00:35
#SCRMSummit PG: customers are self-interested, not selfish, and want value received in exchange for value given

May 24 13:43:00
Good Communication Goes Beyond Open Door Policies http://s.hbr.org/bLjEJz

May 24 13:30:41
Invoices as a customer touchpoint? RT @tweetmeme Service Encounters Onstage: Things to tell people who give you money. http://bit.ly/b9Uu5I

May 24 13:25:40
@JimJosephExp I've just ordered your book in Hong Kong... It'll be available mid June...

May 24 13:06:21
RT @HarvardBiz Seven Hints for Selling Ideas http://s.hbr.org/d0jaxs

May 24 12:41:00
Seven Hints for Selling Ideas http://s.hbr.org/d0jaxs

May 24 10:55:18
RT @fastcompany The Most Important Leadership Quality for CEOs? Creativity - http://su.pr/9MNbPM

May 24 10:54:30
RT @ErikPosthuma The importance of Attention - get readers attention within first three sentences. In the... http://tumblr.com/xraadssnu

May 24 10:27:00
The importance of Attention - You have to get your readers attention within the first three sentences. In the... http://tumblr.com/xraadssnu

May 24 09:58:01
It is definitely a negative touchpoint experience... 3 should take the initiative to alert every user of this temporary breakdown.

May 24 09:51:20
3 server down... impossible to get online for another 4-6 hours... WTF!!!

May 24 09:12:34
Use LinkedIn Effectively http://bit.ly/d7mmWY - Excellent points by @chrisbrogan #client

May 24 08:19:59
RT @GuyKawasaki Top 10 reasons why you should celebrate wins http://u.nu/752ja

May 24 03:48:36
RT @Reaburn RT @Brainzooming: Check out SlideShare presentation: Taking The No Out Of InNOvation http://slidesha.re/1tvnmE #innovation

May 24 03:33:38
The Most Important Leadership Quality for CEOs? Creativity - http://su.pr/9MNbPM

May 24 03:15:32
Top 10 reasons why you should celebrate wins http://u.nu/752ja

May 24 01:51:31
RT @Brainzooming: Check out SlideShare presentation: Taking The No Out Of InNOvation http://slidesha.re/1tvnmE #innovation #creativity

May 24 00:32:15
RT @ireneclng RT @wimrampen: What's Mine is Yours: The Rise of Collaborative Consumption: http://bit.ly/bN6QqK via @ariegoldshlager #p2p

May 24 00:31:13
RT @mashable Download Google Pacman Game for Free [HOW TO] - http://bit.ly/bIMysd

May 24 00:28:08
RT @GuyKawasaki 138 years worth of inventions that time forgot http://is.gd/cm0rm

May 23 20:36:00
What's Mine is Yours: The Rise of Collaborative Consumption: http://bit.ly/bN6QqK via @ariegoldshlager #p2p

May 23 19:06:46
Download Google Pacman Game for Free [HOW TO] - http://bit.ly/bIMysd

May 23 17:10:31
138 years worth of inventions that time forgot http://is.gd/cm0rm

May 23 16:42:49
When will Federer go out at 2010 FO...? 2nd round maybe... :(

May 23 12:30:04
RT @Choypw rt @thinktank_ new rules of marketing and pr revisited (comments and review) http://sn.im/vidw5 #marketing #socialmedia #cmo

May 23 12:26:29
RT @ThinkTank_ New Rules of Marketing and PR Revisited (Comments and Review) http://sn.im/vidw5 #marketing #socialmedia #CMO

May 23 08:31:03
New Rules of Marketing and PR Revisited (Comments and Review) http://sn.im/vidw5 #marketing #socialmedia #CMO

May 23 08:12:02
@ErikPosthuma So what's exactly is 80-20-30...?

May 23 06:31:17
RT @LanceScoular: 80-20-30 rule: The most successful marketers nurture the strongest relationships with their most profitable customers.

May 23 04:44:07
RT @TIME See the best cartoons of the week | http://su.pr/2Ijknu

May 23 04:43:31
RT @GuyKawasaki Powerful people make for better liars http://is.gd/cjxtp

May 23 04:43:08
RT @GuyKawasaki How do dogs perceive time? http://tinyurl.com/2e9jxgc

May 22 22:15:01
See the best cartoons of the week | http://su.pr/2Ijknu

May 22 21:20:31
Powerful people make for better liars http://is.gd/cjxtp

May 22 21:15:32
How do dogs perceive time? http://tinyurl.com/2e9jxgc

May 22 21:06:08
RT @DanielPink IBM survey asks CEO's what leadership quality they're most looking for. The answer might surprise you. http://yhoo.it/bYXqF0

May 22 16:57:51
IBM survey asks CEO's what leadership quality they're most looking for. The answer might surprise you. http://yhoo.it/bYXqF0

May 22 16:54:35
RT @GuyKawasaki Sinbad on customer service http://u.nu/3xfea

May 22 12:40:32
Sinbad on customer service http://u.nu/3xfea

May 22 04:35:50
touchpoint isn't enough? catchpoint is the next step? But how? Valuable interaction?

May 22 04:15:08
RT @Toni_Newman 10 Commandments in motion typography. How to use innovation to share your message differnently today? http://ow.ly/1Oozg

May 22 04:11:43
RT @tom_peters New posts at tompeters.com today, with one about ROIR - Return On Investment in Relationships http://is.gd/cjpnd ^SD

May 22 04:07:41
RT @GuyKawasaki How to turn problems into bright ideas http://idek.net/1ZN5

May 22 04:07:04
RT @mashable 5 Surprising Social Media Business Success Stories - http://bit.ly/9Hntid

May 21 23:03:20
2 Cool. 10 Commandments in motion typography. How could you use innovation to share your message differnently today? http://ow.ly/1Oozg

May 21 20:21:40
Thanks a million for your RTs: @borismartinez @Cork_Business @Choypw @alexander2nd @kwroisin @HNBD @ideserveajob @InfoTrustLLC @costrike

May 21 19:21:33
New posts at tompeters.com today, with one about ROIR - Return On Investment in Relationships http://is.gd/cjpnd ^SD

May 21 18:16:21
@Choypw [ideationz] Thank YOU for the RT!! Hope you will visit again and subscribe !! ( http://bit.ly/5SDW9T )

May 21 18:00:32
How to turn problems into bright ideas http://idek.net/1ZN5

May 21 17:45:43
5 Surprising Social Media Business Success Stories - http://bit.ly/9Hntid

May 21 17:44:06
What can be imagined can be achieved... but it's more powerful to achieve what hasn't yet been imagined... interactive Google logo.

May 21 15:16:06
No risk, no gain. So high expectations, high chance of negative experience? #toex

May 21 15:12:38
What causes pain? Unmet Expectations? But why? Because of high expectations? #toex

May 21 15:02:43
RT @Toni_Newman Find out how BMW Mini turned garbage into a #customer #touchpoint http://ow.ly/1O4Ja (via Paul Williams @Ideasandbox)

May 21 14:42:06
RT @HarvardBiz Does Your New Initiative Threaten Customers' Freedom? http://s.hbr.org/bDBwQI

May 21 14:41:11
How to turn pain into pleasure so the touchpoint delivers positive experience? #toex

May 21 14:08:34
Does Your New Initiative Threaten Customers' Freedom? http://s.hbr.org/bDBwQI

May 21 14:07:04
RT: @Choypw RT @MarketingProfs Although emotions are a priority, most brands don't make emotional connection: http://bit.ly/c6dugr

May 21 14:05:04
Find out how BMW Mini turned garbage into a #customer #touchpoint http://ow.ly/1O4Ja (via Paul Williams @Ideasandbox)

May 21 13:39:02
RT @MarketingProfs Although emotions are a priority, most brands don't make emotional connection: http://bit.ly/c6dugr

May 21 13:38:10
RT @ideationz Getting to the heart of buyer behavior...: http://wp.me/puCnS-8d

May 21 12:39:09
Although emotions are a priority (& website primary toughpoint), most brands don't make emotional connection: http://bit.ly/c6dugr

May 21 12:25:44
Getting to the heart of buyer behavior...: http://wp.me/puCnS-8d

May 21 11:46:46
RT @ThinkTank_ Can you capture your firm's Elevator Pitch in a single tweet? Send us your Twitch #CNTP and win a copy of Seth Godin's book

May 21 09:15:51
@Choypw [ErikPosthuma] Oh mis calculated, around 500 mil users!

May 21 09:15:29
@Choypw [ErikPosthuma] Hahaha, 1295 facebook profiles on the cover divided by around 400 million users. http://bit.ly/akaN1h

May 21 08:20:32
The art of motivating employees http://idek.net/1Z2a

May 21 08:13:45
@ErikPosthuma How...?

May 21 07:45:05
There is a .00032375 Chance that you will e on the cover of time magazine end of this month.

May 21 07:20:38
Are you familiar with the Forum's Global Leaderhship Fellows? Check out what the program is all about. http://sn.im/wldpp #GLF, #WEF ^nt

May 20 21:51:30
This makes me sad inside: Most Brands Don't Make Emotional Connections http://bit.ly/c6dugr

May 20 20:17:32
More Tools To Enhance the Customer Experience: Parature For Facebook http://goo.gl/fb/UK69G #customerservice

May 20 19:10:39
How (and Why) to Stop Multitasking http://s.hbr.org/aoIf6U

May 20 17:43:04
'You can communicate clearly but still not make a connection. The goal isn't transmission, it's reception.' v/ @thinkBIG_blog

May 20 16:45:53
Do We Get Gen \Why\"? http://s.hbr.org/cwVcGc"

May 20 13:55:04
Having great ideas is one thing. Selling them is another. RT @fastcompany: 10 More Ways to Sell Ideas - http://bit.ly/aXfaPj

May 20 12:48:33
RT @MarketingProfs Did you take our 2-minute Facebook survey yet? Please do: http://bit.ly/bhVlf7 (and RT, if you please!)

May 20 11:51:51
Did you take our 2-minute Facebook survey yet? Please do: http://bit.ly/bhVlf7 (and RT, if you please!)

May 20 11:14:13
RT @ColinShaw_CX Designing your customer experience to evoke nostalgia | Beyond Philosophy http://ow.ly/1NuhD

May 20 10:35:03
Designing your customer experience to evoke nostalgia | Beyond Philosophy http://ow.ly/1NuhD

May 20 10:07:57
@ErikPosthuma Thanks for the RT.

May 20 10:05:06
How do we manage brand experience for customer advocacy? #toex

May 20 09:56:46
How do we manage customer experience for win-win success? #toex

May 20 09:53:50
How do we manage employee experience for committed engagement? #toex

May 20 09:51:35
RT @Choypw @gapingvoid @ovoinnovation: Creativity - the mst important skill of managers/executives in the future: http://tinyurl.com/28ajl93

May 20 09:44:24
RT @gapingvoid RT @ovoinnovation: Creativity - the most important skill of managers and executives in the future: http://tinyurl.com/28ajl93

May 20 09:35:46
RT @ThinkTank_ RT @S_Sivakumar: The potential downside of Win-Win. An old piece from HBSWK http://bit.ly/cZ2jbJ

May 20 09:34:50
RT @HarvardBiz Management Tip: 4 Steps to Achieving Organizational Bipartisanship http://s.hbr.org/ba5C2u

May 20 09:33:03
RT @fastcompany The Best Branding Behind the Brands #ICFF2010 http://su.pr/2E8GfD

May 20 09:31:42
RT @GuyKawasaki 5 visual communication myths http://is.gd/cgt7y

May 20 09:29:05
RT @GuyKawasaki Must-read social media checklist by @jowyang http://idek.net/1YEt

May 20 09:28:38
RT @sclmedia_buzz #youtube Facebook, Twitter, LinkedIn, YouTube and Flickr — Your pages are set up, but ... http://bit.ly/as6sSa

May 20 09:27:20
RT @J_Canfield Can you identify the 3 stages of success? Where do you stand? http://ow.ly/1KQae

May 20 08:49:52
The potential downside of Win-Win. An old piece from HBSWK http://bit.ly/cZ2jbJ

May 20 08:20:54
Management Tip: 4 Steps to Achieving Organizational Bipartisanship http://s.hbr.org/ba5C2u

May 20 04:05:44
The Best Branding Behind the Brands #ICFF2010 http://su.pr/2E8GfD

May 20 03:20:32
5 visual communication myths http://is.gd/cgt7y

May 20 01:02:13
#youtube Facebook, Twitter, LinkedIn, YouTube and Flickr — Your pages are set up, but ... http://bit.ly/as6sSa

May 20 00:55:31
Must-read social media checklist by @jowyang http://idek.net/1YEt

May 19 23:10:04
Can you identify the 3 stages of success? Where do you stand? http://ow.ly/1KQae

May 19 19:58:58
@Choypw [Toni_Newman] Thanks for all of your RT's. Muchly appreciated.

May 19 17:52:23
What is the problem of ignoring touchpoint? You'll miss a lot of opportunities, because you don't know what to manage.

May 19 17:42:18
If Consumer Is Your Ad Agency, It's Time for a Review http://adage.com/u/A2WtGb ... good read

May 19 16:45:03
We need touchpoint because touchpoint is everywhere.

May 19 16:41:33
@butterbeanfest Do you know where can I learn more about touchpoint marketing?

May 19 16:33:32
Why we need touchpoint? How powerful is touchpoint? #toex

May 19 16:15:36
Twitter is over capacity... every now and then... what a consistent negative experience!

May 19 15:28:34
@samanthastarmer What project is it? The customer journey map-want channel-less...

May 19 15:00:20
How To Ignite Creative Leadership In Your Organization http://s.hbr.org/dlYim1

May 19 14:16:47
@Toni_Newman That's the point! And touch is not necessarily physical... it depends on where the point touches you... heart, head or hands?

May 19 14:00:26
It's called a Touchpoint for a reason. If you don't do something with it, you can't Touch anyone. #customer #touchpoints

May 19 13:39:37
The Experience of Emotion-http://bit.ly/a5OeDb #toex

May 19 13:38:08
How do we form expectations? Based on previous experience? Or word-of-mouth from others? Just how...? #toex

May 19 13:36:16
The why of touchpoint 1-why people like this touchpoint? #toex

May 19 13:33:41
The where of touchpoint 1-where are those who do not show up at the touchpoint? #toex

May 19 12:57:37
Writing good tweet takes time... even if it's only 140 characters... retweet is easier... you just pass on knowledge...

May 19 12:33:33
Creativity - the most important skill of managers and executives in the future: http://tinyurl.com/28ajl93

May 19 12:31:34
10 steps to more engaging speeches ... http://bit.ly/9e15rO ... great advice ... I wonder how many I'll break today ; - )

May 19 12:05:21
Great article: How to drown in a sea of referrals in 5 easy steps. http://ow.ly/1MNBV

May 19 09:08:23
Dutch Cities Use Interactive Billboards To Fight Street Violence http://ht.ly/1MtgL #transformcork #innovation

May 19 08:35:26
Management Tip: Decide What's Worth Your Time http://s.hbr.org/bsuvtj

May 19 06:02:16
The five pillars of social media: Audience. Network. Customers. Content. Product. All five need to be sound in order to smite enemies etc.

May 19 04:59:37
"To have, but not to hold..."

May 19 04:16:27
Video: Yes Consumer Reports wants to tackle it. Not sure what to think, it’s semi-funny and at the same time... http://tumblr.com/xraa4g5jv

May 19 02:44:59
When you're nice to people, they want to be nice back to you. http://bit.ly/czRGRw

May 18 22:57:48
Got Something to Say? Make the most of it. Check out our new comments system. Hook yourself up w/ a profile. http://bit.ly/cpSr9O

May 18 22:33:34
@leurymella How to add Twitter to Gmail: http://bit.ly/bo2ooG

May 18 22:22:49
The Transition Curve http://bit.ly/aPhcLO (OPEN blog)

May 18 21:15:03
“Creativity is thinking up new things. Innovation is doing new things.” Theodore Levitt (via @DanSchwabel http://ow.ly/1MKpj

May 18 19:45:08
The Google Rule http://s.hbr.org/9IXy9C

May 18 18:11:12
How to Lead Without Saying a Word http://s.hbr.org/c4E0Q4

May 18 17:45:07
@Choypw @ErikPosthuma Thanks for the RTs! What did you think of that article?

May 18 17:17:06
Great speaker @ Clay Chamber of Commerce. Talking about TOUCHPOINT MARKETING.

May 18 15:52:31
Restore Trust with Employees? Forget About It http://s.hbr.org/bHku22

May 18 15:12:41
Four Ways that Information Can Lead Us Astray http://bit.ly/cvf7d7 (OPEN blog)

May 18 14:58:00
Earthster: A Metric Tool for Leaders in the Age of Transparency http://s.hbr.org/9mUY0R

May 18 13:27:14
Getting to the Need-http://bit.ly/aEdpgs

May 18 13:24:24
"Getting to the Need: Driving the Right Interaction at the Right Time-http://bit.ly/dxU8Dq"

May 18 13:22:29
Brands and the Dark Side of Social Media http://s.hbr.org/doOkxB

May 18 12:53:50
Web Site Design: Simplicity vs Busyness http://su.pr/1Fa1Ff

May 18 12:49:03
3 Pillars for Aligning B2B Marketing Content with Buyer’s Goals http://goo.gl/fb/tEwd8 #sales

May 18 11:38:16
Reading: "Brand Salience: Why It's Important For Your Brand"( http://twitthis.com/udluor )

May 18 09:12:31
RT @matthewemay: Watching James Cameron talk about making Avatar: " hope is not a strategy, luck is not a factor, fear is not an option."

May 18 08:52:58
Management Tip: Consider More Than Your Own Sustainability http://s.hbr.org/c93OuQ

May 18 02:42:28
I'm not afraid to admit it. I backed up my Twitter account using http://backupmytweets.com/

May 18 00:53:39
RT @Choypw: RT @MichaelHinshaw Reading: "Experience design 201: Profiling for Maximum Sales" http://ow.ly/1Me6B #cex

May 18 00:51:36
RT @MichaelHinshaw Reading: "Experience design 201: Profiling for Maximum Sales" http://ow.ly/1Me6B #cex

May 18 00:50:44
RT @Toni_Newman Great article on how to use offline touchpoints to grow your email marketing list. http://ow.ly/1MgTQ

May 17 22:15:05
Reading: "Experience design 201: Profiling for Maximum Sales" http://ow.ly/1Me6B #cex

May 17 21:51:36
Great article on how to use offline touchpoints to grow your email marketing list. http://ow.ly/1MgTQ

May 17 18:30:32
5 Ways to be Persuasive http://om.ly/jlNx

May 17 17:52:24
For Real Productivity, Less is Truly More http://s.hbr.org/9xi8wE

May 17 17:36:57
Q&A: Why do we have trouble sleeping? | http://su.pr/2EnYy7

May 17 17:33:46
Want to Quit Facebook? Join the Crowd Leaving on May 31 http://bit.ly/boSjFS

May 17 15:56:02
Success Made Simple http://bit.ly/bdRPtC (@tomasacker blog)

May 17 15:30:02
Visual of the day: the 4 customer experience competencies http://bit.ly/dwgE7C via @btemkin

May 17 15:16:24
Five Tips for Leading Campaigns for Change http://s.hbr.org/c5jEgm

May 17 12:55:39
Great read RT @innovate: The Who What Why of Innovation http://bit.ly/ccvQu1

May 17 12:44:11
A Two-Step Plan for Changing Your Bad Habits http://s.hbr.org/bjHf9a

May 17 11:58:41
RT @sethgodins The circles (no more strangers) http://bit.ly/cVNMKQ

May 17 11:56:56
RT @ColinShaw_CX Telling stories through your customer experience | Beyond Philosophy http://ow.ly/1LI5z

May 17 11:55:48
RT @GuyKawasaki 5 basic stories that can give your speeches a boost of power http://idek.net/1X92

May 17 11:55:13
RT @HarvardBiz Management Tip: In a Turnaround, Put Culture First http://s.hbr.org/d5H02q

May 17 10:35:42
The circles (no more strangers) http://bit.ly/cVNMKQ

May 17 10:20:02
Telling stories through your customer experience | Beyond Philosophy http://ow.ly/1LI5z

May 17 08:50:31
5 basic stories that can give your speeches a boost of power http://idek.net/1X92

May 17 08:10:28
Management Tip: In a Turnaround, Put Culture First http://s.hbr.org/d5H02q

May 17 06:22:20
@JimJosephExp Customer service is only the means. Positive customer experience is the goal.

May 17 00:18:52
@j_irwin As the first touchpoint no. Normally word of mouth for me. But certainly as a major factor in the clients decision process

May 16 20:22:23
The Principle of Ox and QBQ are the 2 best books on Accountability? NAY!!!

May 16 20:19:49
@J_Canfield How to achieve accountability? The Principle of Ox? QBQ? None really works...

May 16 20:16:02
Taking 100% responsibility for your life is not easy, however it is necessary to achieve success. http://bit.ly/dlsXkl

May 16 19:55:00
"A business buys a copy machine because it needs copies, not because it wants a copy machine." 101 Things I Learned in Business School 2010

May 16 19:54:01
"There's nothing so practical as a good theory." Kurt Lewin

May 16 19:50:14
"Touchpoints are the interactions where the customer relationship with the brand is either made or broken." Kellogg on Branding (2005)

May 16 18:38:36
@JimJosephExp Sure. I'll try to get a copy at local bookstore.

May 16 18:27:27
@Choypw [JimJosephExp] You can preview it on google books - let me know what you think! http://tinyurl.com/22u9r6s

May 16 17:37:49
"Every customer experience is a series of touchpoints." Brand from the Inside (2006)

May 16 17:12:35
@JimJosephExp No worries. Is it out yet? Can I have a copy?

May 16 14:57:39
@Choypw [JimJosephExp] Could you help spread word on my book The Experience Effect? http://jimjosephexp.squarespace.com/

May 16 13:10:38
Call 2 customers before 10AM tomorrow, ask what you could do in next 48 hours to move relationship 1 or 2 baby steps toward Excellence.

May 16 04:54:20
Working on touchpoint/customer journey map-want channel-less, ubiquitous, pervasive IA/UX/CX perspective.Volunteers? #rei #servicedesign #ux

May 16 04:34:24
@philosophytweet A promise made is a a debt unpaid...

May 16 03:47:44
NYTimes: Putting Customers in Charge of Design http://nyti.ms/9zMt7k (co-creation critics should read)

May 16 00:28:12
Posted: What I Learned About Twitter in My Previous 9,999 Tweets http://ow.ly/17o234

May 16 00:23:46
Promises make debt, and debt makes promises.-Dutch Proverb

May 15 20:03:53
is making little things count!

May 15 19:56:12
8 Things to Consider for a Successful Multi-Touchpoint Customer Experience - Digital Landfill http://bit.ly/d3SVku

May 15 19:44:40
"The best way to... influencing your touchpoints is by mapping your customers' journey from awareness to brand loyalty." ZAG 2007

May 15 17:21:31
The Boomerang Effect In Customer Satisfaction and Loyalty-http://bit.ly/bTPghV

May 15 17:18:15
Managing the Customer Experience and the Relationship will Follow-http://bit.ly/a6onWS

May 15 16:58:05
"Customer experience is emotion evoked by contact with service employees." Morris Wilburn (2007)

May 15 16:55:29
@JimJosephExp Customer service is only the means. Positive customer experience is the goal.

May 15 16:47:31
Customer service is a critical part of the brand experience and #marketing

May 15 16:21:48
"Customer experience is... how customers feel as they... realize a need... try out options, buy... and evolve to another need." Domino 2009

May 15 16:13:13
"Customer experience embraces the emotional aspects of customer encounters in the entire customer journey..." Huseyin Gungor (2006)

May 15 16:12:17
Using Gmail to check Twitter more and more. Here's how. http://om.ly/jfTk

May 15 16:04:25
"Experience are events that engage individuals in a personal way." The Experience Economy 1999

May 15 12:29:58
The value of #listening. Do not speak unless it improvés on silence.

May 14 20:12:42
Is the first touchpoint seen or unseen? Why unseen? Word-of-mouth? Where exactly does that first touchpoint begin? Advertising? #toex

May 14 20:10:07
When is the first touchpoint? Where does it happen? How does it happen? Why does it happen? Who's involved in that first touchpoint? #toex

May 14 20:10:05
Be something bigger. We can do this together. http://ow.ly/1KPRj

May 14 20:07:54
Do you know your 5W1H of each touchpoint? #toex

May 14 19:13:58
@Winnieciw "Ask not what your country can do for you; ask what you can do for your country." John F Kennedy

May 14 18:58:49
TY!RT @Toni_Newman #FF @Choypw #touchpoints @danschawbel #branding @LeaderTalk #leadership @jeffbullas #socialmedia @AndreaMeyer #innovation

May 14 18:51:08
TY!RT @Toni_Newman #FF @Choypw #touchpoints @danschawbel #branding @LeaderTalk #leadership @jeffbullas #socialmedia @AndreaMeyer #innovation

May 14 18:38:31
Two Rules for a Successful Presentation http://s.hbr.org/bzEwEM

May 14 18:31:29
it's simply mission impossible!forget it!

May 14 16:19:17
Why Betterness Is Good Business http://s.hbr.org/cIE5AE

May 14 14:25:08
Do you welcome customer interactions or are they an interruption? Customers are your business, make them feel valued. #cem #customerservice

May 14 14:19:02
What would happen is we stopped thinking about branding, and starting thinking about reputation? #brand #marketing #brandstrategy

May 14 14:10:06
#FF @Choypw #touchpoints @danschawbel #branding @LeaderTalk #leadership @jeffbullas #socialmedia @AndreaMeyer #innovation

May 14 14:07:03
Thanks guys @tjeong @robcorwin @note_to_CMO @choypw @usanschatter @theslush - Seems like we think alike!

May 14 13:46:59
latest issue of JRPM on pricing and revenue models in the modern service economy http://bit.ly/9plCTN #in

May 14 13:34:09
RT @cvdhruve: RT @becauseofb "Past tense of Eat is Ate. Future tense of Eat is Weight." A friend's status

May 14 13:13:10
Identify your first touchpoint. Make a good first impression. Sustain loyalty by co-creating value (+ve experience) at each touchpoint.

May 14 13:07:41
RT @_robin_sharma Every great finish was once a simple beginning. Start now. Visit http://www.theleaderwhohadnotitle.com

May 14 12:57:31
Every great finish was once a simple beginning. Start now. Visit http://www.theleaderwhohadnotitle.com

May 14 12:13:50
RT @ThinkTank_ Emotional Branding - The New Paradigm of Connecting #Brands to People http://ht.ly/1KA7k #transformcork

May 14 12:13:42
Thanks for the RTs. @sandrinegb @brendajohima @choypw @sdcomm @coachbru. Much appreciated!

May 14 08:57:50
Emotional Branding - The New Paradigm of Connecting #Brands to People http://ht.ly/1KA7k #transformcork

May 14 08:03:43
Management Tip: Think Twice Before Updating Your Facebook Status http://s.hbr.org/cvK6SL

May 14 04:25:31
How to answer difficult questions from children http://u.nu/2cur9

May 14 02:00:03
RT @UkCourier What do you think - Email is the BIGgest brand touchpoint - There are hundreds of design, marketing... http://ow.ly/17kO3N

May 14 01:54:37
RT @Toni_Newman Customer touchpoints are the best ways to remind your customers "why you". Innovate a great customer touchpoint now.

May 14 01:53:10
RT @fehrmir 360 Degree Touchpoint Analysis #masterthesis @technopark zh (@ Accelerom AG) http://4sq.com/ai9HiX

May 14 01:52:33
RT @DearingGroup 8 Things to Consider for a Successful Multi-Touchpoint Customer Experience - Digital Landfill / http://bit.ly/CoreMedia

May 14 01:52:07
RT @Toni_Newman If ur just realizing that a Call Center is a #Touchpoint; u r behind the times. http://ow.ly/1KhkN

May 14 01:51:45
RT @Toni_Newman Do a Touchpoint Tour of customer experience. Find 50 TP opportunities to remind them why they should do business with you.

May 14 01:47:01
@ekolsky Yes please. I know why we name CRM CRM, why CEM CEM, why ERP ERP, but what's social?

May 14 01:45:01
@Emotivebrand Never forget the way you make them feel-that's experience.

May 14 01:43:12
RT @Emotivebrand Don't just get people to care about your brand. Get them to never forget the way it made them feel.

May 14 01:15:12
Don't just get people to care about your brand. Get them to never forget the way it made them feel.

May 14 00:37:57
@Choypw [ekolsky] longer conversation that i can have here and now. maybe later? promise i will talk about it later

May 14 00:36:48
@ekolsky What exacty is social? Why do we call it social? Why we have to be social to become social? Why it's important to be social?

May 14 00:33:49
is refocusing.

May 13 23:56:50
My dream is that leadership around the world is composed of people who lead at a higher level: serve first and lead second.

May 13 17:20:55
is tired with touchpoint experience.

May 13 17:20:01
RT @HarvardBiz How To Stop the Blame Game http://s.hbr.org/9nYla4

May 13 16:58:55
How To Stop the Blame Game http://s.hbr.org/9nYla4

May 13 16:45:53
#LiNC crm transaction data + community behavioral data + social data =360 view of the customer (agree, wrote it earlier, endorse view)

May 13 16:40:42
WTF!!!

May 13 10:18:41
is still looking for the best backup application for Twitter... Tweetake seems ok so far...

May 13 08:37:44
Management Tip: Give Growth Initiatives Full-Time Attention http://s.hbr.org/bz8BhK

May 13 08:19:02
@Choypw [alfaguru] What I meant was it needs me to change the code of the application. Please report change requests here: http://bit.ly/9k4RmA

May 13 05:10:43
RT @McKQuarterly The basics of business-to-business sales success http://bit.ly/9LsDN5

May 13 05:09:27
RT @GuyKawasaki Why we buy http://tinyurl.com/2ct53gd

May 13 05:05:44
The basics of business-to-business sales success http://bit.ly/9LsDN5

May 13 04:10:32
Why we buy http://tinyurl.com/2ct53gd

May 13 01:02:27
RT @J_Canfield Ready to create your breakthrough? One that will finally allow you to achieve your goals with less time... http://ow.ly/1KnxK

May 13 01:01:38
RT @YourCustomers Story telling in B2B Marketing http://su.pr/9f8pOf

May 13 00:58:42
@alfaguru Please share with me the new code? And also how to download favorites? Thank you.

May 13 00:40:02
Ready to create your biggest breakthrough yet? One that will finally allow you to achieve your goals with less time... http://ow.ly/1KnxK

May 13 00:17:43
Story telling in B2B Marketing http://su.pr/9f8pOf

May 12 21:05:48
How do you define hate? http://tinyurl.com/255knts

May 12 19:02:59
@Choypw [alfaguru] I don't say it can't be done - just that it doesn't do it right now. Needs a code change.

May 12 18:56:24
@AkmalWardak How to download tweets? I have 400+ tweets, but using your suggested method I could only get 350.

May 12 18:54:30
@alfaguru Yes, but one Twitter backup application can download all my tweets... Just that it can't export in csv format.

May 12 17:45:28
@Choypw [alfaguru] Were there retweets amongst them? They aren't currently included because of a change to the Twitter API

May 12 17:36:33
Returns the 20 most recent favorite statuses-http://bit.ly/9M22aG

May 12 17:25:26
And you'll get about 638,000,000 results when you google "experience."

May 12 17:24:48
And you'll get only about 462,000 results when you google "touchpoint."

May 12 17:24:10
You'll get 1,250,000 results when you google "touchpoint experience."

May 12 17:10:20
is testing Tweetake now... something's wrong with Tweetake...

May 12 17:09:58
@NikkiPlkington I'm using Tweetake to backup tweets, but it's not functioning properly. I have 392 tweets but it only downloads 355. Help...

May 12 17:08:54
@alfaguru I'm using Tweetake to back up tweets, but it's not functioning properly. I have 392 tweets but it only downloads 355. Help...

May 12 16:50:52
It's what's on the inside that counts. Holds true for your #brand, too. http://ow.ly/1Kcv8

May 12 16:40:22
is using http://tweetbackup.com to backup tweets. It works! But I also need to back up favorites...

May 12 16:35:51
@Choypw [AkmalWardak] I am not sure what are you referring to? Please clarify.

May 12 16:06:25
The basics of business-to-business sales success http://bit.ly/9LsDN5

May 12 15:59:01
What action step will you take to do towards the achievement of your goals? http://bit.ly/bg8jJT

May 12 15:32:42
@AkmalWardak I followed your link, but have problems downloading my 389 tweets. I got up to 200 but not all. Any ideas? Please help.

May 12 14:43:46
RT @Emotivebrand: Design meaningful interactions as if your #brand depended on them, because it does.

May 12 11:40:33
10 simple tricks to help remember names http://u.nu/6n8m9

May 12 11:34:18
is back making little things count...

May 12 11:03:30
How To Download All Your Twitter Updates-http://bit.ly/aFNOQx

May 12 10:23:56
I was on the phone for a while, and when I'm back, there are already 30+ tweets!!! How do you manage your never-ending tweets?

May 12 10:10:55
There are two streams of thought in management today. One is dying. It's day is done. The other is the future. http://bit.ly/c7uH5q

May 12 09:43:35
Stress and unkindness are close mates. How, explicitly, do you deal with his FACT?

May 12 09:42:49
Do all your managers understand that kindness begets kindness: Kindness to staff begets kindness to customers?

May 12 09:41:59
Is kindness per se a keystone of your customer service training?

May 12 09:31:02
Sentences, paragraphs and chapters http://bit.ly/9Y7OnA

May 12 08:45:31
"Inspiration, Innovation, Interaction - #Innovation Dublin 2010 - Nov. 10-21 http://ht.ly/1JYRn #transformcork [we're lagging guys!]"

May 12 01:31:06
Has it really come to this? Yep. From Washable Maxi Pads to Eco Coffins: The Future of Sustainable Product Design http://su.pr/1Szn10

May 12 00:48:02
Decision Management Predictions http://su.pr/2B6yul

May 12 00:17:23
How to Build an A-Team from Day One http://s.hbr.org/ad4i9o

May 11 20:49:10
Here is a blog called 'Simplify then Focus' http://bit.ly/cOH8Xb_RSarticles

May 11 20:35:06
Great article from @JenKuhnPR: How to Approach an Irate Customer http://bit.ly/92Aymt #cem #custserv

May 11 18:15:16
Find out if your company is customer-centric taking our customer experience STRATEGIC QUESTIONNAIRE http://ow.ly/1JtAS

May 11 18:02:20
Strategy Execution is Key http://su.pr/2dUGOB

May 11 16:42:31
"Five IT Execs to Follow on Twitter" - http://bit.ly/aEx5Pf by @jolieodell

May 11 16:40:33
Is there such a thing as a truly unselfish act? http://u.nu/6dvh9

May 11 16:20:53
How to build loyal customers http://u.nu/6d8k9

May 11 16:05:12
RT @KateNasser Drive Cust Loyalty w/Personalized Cust Service http://bit.ly/9YrTAs | #cem #CustomerService [Good advice - red ink or not.]

May 11 15:23:20
Best Boss Secret Sauce: The One-on-One: http://ht.ly/1JDlv

May 11 12:52:24
The best leaders leave a trail of leaders behind them

May 11 09:23:39
Are you an elite? http://bit.ly/a1pcdO

May 11 08:16:00
@Choypw [bobbywatson] I would really recommend you to get the whole issue of Touchpoint. Check the Tabel of Content: http://bit.ly/bHB6bo

May 11 02:45:32
How to present data http://tinyurl.com/248o5hk

May 11 02:35:42
@Choypw [chuckfeltz] Culture is an accelerant of strategy; answers question "how must we behave w/ourselves and clients to accomplish strategy and vision

May 11 02:33:26
@Choypw [chuckfeltz] Agree, you make good point-mission and vision too often blended together; they are distinct and equally powerful.

May 11 01:02:43
Overheard at the Forum... Quotes & photos from Boston last week: http://slidesha.re/aETPJs #mpb2b

May 11 00:35:32
Is there such a thing as a truly unselfish act? http://is.gd/c2SK0

May 11 00:17:48
is dying...

May 10 21:05:09
When was the last time you thought about your customers' customers experience? http://ow.ly/1Jb15 #cex

May 10 19:44:41
The Daily Stat: Transformation Efforts Need Grassroots Input http://s.hbr.org/c1zqHT

May 10 19:35:32
35 examples of using typography in web design http://u.nu/4ntf9

May 10 19:28:57
is in a dilemma... and he wants to dil-le-ma!

May 10 18:13:20
RT @attensity: How Accuracy in Analytics Matters for Businesses @attensity blog post by @ekolsky http://bit.ly/93UkA7 (related to...

May 10 16:56:08
Twitter profiles now showing users with 0 followers and following 0 - http://bit.ly/9dRK6z

May 10 15:15:25
FREE WEBINAR: Discover which emotions people feel when using social media- What drives value in a social media experience http://ow.ly/1IWDL

May 10 14:15:14
Convincing your abstract thinking customers by giving them mixed emotions | Beyond Philosophy http://ow.ly/1IWFz

May 10 13:52:10
Keep Your Top Talent from Defecting http://s.hbr.org/awCTaH

May 10 13:43:02
11 Reasons to be Cheerful http://bit.ly/9tZQKq #fb

May 10 13:42:32
Work Smart: Unconventional Cures for Meeting-itis http://bit.ly/c9tGBb

May 10 13:32:42
Listen to 3 min (mp3) introduction of radical management Masterclass 5/27/28 http://bit.ly/c2X521 http://bit.ly/azodYo

May 10 12:58:00
Top Ten People to Follow in the Social CRM Space and Why (pt. 2) http://goo.gl/fb/qvOcN #customerservice

May 10 10:30:03
A rather smelly Customer Experience | Beyond Philosophy http://ow.ly/1IWEG

May 10 09:56:37
Linking Customer Loyalty with Social Networking http://ht.ly/1FGOJ #branding #marketing

May 10 08:33:29
Management Tip: 3 Tips for Communicating the Numbers http://s.hbr.org/bLGHVf

May 10 08:16:01
The World's 100 Most Influential People http://ht.ly/1Fz8n v/ TIME Mag.

May 10 03:09:14
Your emotions are an important part of your internal feedback system, learn to listen to them. http://bit.ly/9H76uN

May 09 23:37:10
Leadership, Thinking Ten Years Ahead http://s.hbr.org/98Uztc

May 09 19:08:27
is a little bit drunk after a half bottle of whiskey... but he definitely enjoyed the chat tonight!!!

May 09 14:43:11
is pleased...

May 09 14:30:35
@Winnieciw Well... you'll get used to it...

May 09 14:25:55
@GrahamHill Interested to do something together in China?

May 09 08:27:53
MIT SMR: Think Small http://bit.ly/d7IIt5 #innovation (via @ralph_ohr)

May 09 08:20:57
new blog post on designing for value and outcomes and dealing with variety: http://bit.ly/4YCVCd #in

May 09 02:58:02
Drucker had it right. A company's primary responsibility: to serve customers! RT @wimrampen Customer-Centric Capitalism http://bit.ly/bdDNGG

May 08 23:50:04
Fantastic... 25 Examples of Wonderful Illustrations in Web Design http://ow.ly/1Gn6M

May 08 17:59:37
@Choypw [bobbywatson] I don't have the final copy yet. you can find it in Touchpoint number 4 (service design magazine) = http://bit.ly/bIzNiX

May 08 16:58:33
Here is a blog called 'Stop Sleeping Too Much" http://bit.ly/RS-Articles

May 08 15:46:33
I'm asking for your help. I want the Leader Who Had No Title to inspire many lives. Share http://www.theleaderwhohadnotitle.com with friends

May 08 14:04:02
From "Awww" to Awesome: "Babies" Doc Inspires Incubators That Could Save 15M Infants http://su.pr/59lmtl

May 08 11:55:00
Veni, vidi, vici.

May 08 11:54:47
I came, I saw, I conquered.

May 08 11:17:44
RT @building43 Startup Therapy: Ten Questions to Ask Yourself Every Month-http://bit.ly/bIbAy8

May 08 10:53:41
@ThinkTank_ Where is page 52 of @TheCorkNews? A link would be more useful.

May 08 07:13:48
is happy. Are you? If not, why? How difficult is it to stay happy?

May 08 04:49:39
@chuckfeltz Vision... Culture... Value... Experience... how about mission? The mission is to deliver consistent positive experience?

May 08 04:48:44
@chuckfeltz We need to understand the relationship between strategy and culture first. Everyone is accountable for the results.

May 08 03:49:24
Take a look at how @comcastcares handles a negative comment here: http://om.ly/jJZU

May 08 02:56:51
When you sign out Twitter, they "destroy" you... http://twitter.com/sessions/destroy...

May 08 02:55:36
@gapingvoid Are re you interested to do something in Hong Kong and China? I showed your masterpiece to my friends, and they like it.

May 08 02:16:21
@gapingvoid Tipping point?
Fri May 07 22:18:41
Zappos and Customer Expections http://su.pr/77zu5V

May 07 21:20:05
I heard a great quote: "Aging is like a roll of toilet paper, the closer you get to the end, the faster it moves!"

May 07 19:13:04
How to innovate on time [Scott Berkun - Jun 12, 2007] http://bit.ly/9t4IQS

May 07 18:48:45
Quote of the day: "We never launch a functionality with the intent of monetizing it" Kevin Colleran, director-national sales at Facebook.

May 07 17:50:22
Aiya...

May 07 17:40:33
7 life lessons learned from Walt Disney http://idek.net/1T6W

May 07 17:16:58
@Choypw [ThinkTank_] Type in #transformcork into your Twitter search to see the comments. We want to know what you associations are with Cork, Ireland

May 07 16:32:57
@ThinkTank_ Please send me the links again... I'm not following the story...

May 07 16:30:06
@Choypw [MichaelHinshaw] Absolutely agreed. Not enough can be said about consistency.

May 07 16:23:39
@Choypw [ThinkTank_] What are your thoughts about Cork in Ireland? What comes to mind? #transformcork

May 07 16:00:36
Why do we lie? http://is.gd/bYKMe

May 07 15:49:51
@MichaelHinshaw It's important to deliver consistent positive experience across Employee-Customer-Brand touchpoints.

May 07 15:41:41
If your employees aren't engaged with your #brand, how can you expect your customers to be? http://ow.ly/1IffD

May 07 15:31:26
@DanielPink "Be Water, My Friend."

May 07 14:58:00
@ThinkTank_ That's about making little things count.

May 07 14:46:37
@ErikPosthuma Thank you for the RT.

May 07 14:45:27
The 6 Most Overlooked Customer Touchpoints-http://bit.ly/cAnskt

May 07 14:15:58
Furniture Sales Training: Customer Engagement Creates More Sales http://goo.gl/fb/GZpSI #sales

May 07 14:03:32
Create "Choosing" (Not "Shopping") Experiences http://s.hbr.org/cAyqL8

May 07 13:55:05
Gr8 Marketing/Branding website - clean, informative, aesthetically appealing & Smart stuff here http://bit.ly/b1yPKp by @TTStrategy

May 07 13:35:06
Why Keeping Score Is the Best Way To Get Ahead http://s.hbr.org/bVtWyF

May 07 13:34:42
Harvard #Strategy Guru - Michael Porter on why BIG business needs to invest in SMALL business http://ht.ly/1IaCn #transformcork

May 07 13:28:13
12 tools to help you rule http://om.ly/jHen More on getting things done: http://om.ly/jHeo

May 07 13:03:03
Use Your Leadership Presence to Inspire http://s.hbr.org/bqNGAs

May 07 12:30:08
Leading from Behind http://s.hbr.org/a4bKMk

May 07 12:23:59
RT @Choypw: experience is like brand... it's in the eye of the beholder.

May 07 11:58:48
experience is like brand... it's in the eye of the beholder.

May 07 10:51:59
3 Tips for asking better questions http://bit.ly/dvFSBy

May 07 10:30:03
A rather smelly Customer Experience | Beyond Philosophy http://ow.ly/1I4CU

May 07 10:02:38
Argh...

May 07 08:46:26
Management Tip: Need New Ideas? Trade Places http://s.hbr.org/9CyPMi

May 07 08:17:46
Why 140 characters for Twitter, but not more nor less...?

May 07 08:04:01
is creating a deck on Accountability...

May 07 07:38:21
@Reaburn And happy employees make happy customers.

May 07 06:28:52
Experienced great customer service? Let everyone on Twitter know with #ravingfans

May 07 02:06:57
Posted: Another Day, Another Presentation - Yesterday, May 5 1020, I presented on how to evolve traditional custome... http://ow.ly/17i5s9

May 06 21:53:23
Four Things Employees Need From Leaders http://s.hbr.org/cjj76F

May 06 21:43:14
RT@TheRiseToTheTop. Just finished "The Referral Engine" by @ducttape. Definitely a must-read. <<I concur!>>

May 06 20:33:38
Staples Keeps Customers 'Following' on Twitter http://is.gd/bXoCd

May 06 19:56:38
What You Can Learn from Mission-Driven Companies http://s.hbr.org/cVNeLM

May 06 19:45:35
9 Reasons Why Prospect's Don't Return Your Calls http://goo.gl/fb/V3vCB #sales

May 06 19:06:58
Sustainability Faceoff: Chevron vs. ExxonMobil http://bit.ly/cvGig6

May 06 19:01:44
How (And When) to Motivate Yourself http://s.hbr.org/bUQiC0

May 06 19:01:21
"Check out my new article: Make every touchpoint memorable: http://tinyurl.com/2eq7tgz Please share with your team!"

May 06 18:51:55
Referral Customer Touchpoint Map @ducttape http://ht.ly/1HRj3

May 06 16:51:12
Listening to your customers: Three truths and a lie http://goo.gl/fb/VPLmz #customerservice

May 06 16:33:04
The Productivity Myth http://s.hbr.org/9YvCQb

May 06 16:04:24
When Your Goal Is the Impossible http://s.hbr.org/91C8vv

May 06 15:06:53
BP: Victim of Its Own Good Marketing http://s.hbr.org/9J5skj

May 06 13:11:45
From Business Models to "Betterness" Models http://s.hbr.org/b0XjeH

May 06 12:29:05
Thank You Beyond Anything CRM http://goo.gl/fb/Sg3tQ #customerservice

May 06 10:40:03
Wearable Brain Analyzer – measuring the cognitive customer experience | Beyond Philosophy http://ow.ly/1HC52

May 06 10:06:15
Management Tip: Appeal to Your Customers' Emotions http://s.hbr.org/bYX0wX

May 06 08:24:30
"The 360 degree view of the customer is no longer the holy Grail. It's a pre-requisite." @pgreenbe #SugarCRM #SCRM

May 06 07:42:49
@Choypw [ErikPosthuma] That is strange, let me check if anyone else has that problem. Which browser are you using?

May 06 07:25:32
@ErikPosthuma Strange indeed... the page is completely blank... it only shows your personal info...

May 06 06:41:35
@Choypw [ErikPosthuma] Hmmm strange, can you reach it via http://www.experienceengineer.com ?

May 06 06:40:35
@ErikPosthuma No... it's still not working...

May 06 06:27:32
@Choypw [ErikPosthuma] Thanks for the heads up! I was just in the middle of something so it might have stopped you. Try this one: http://bit.ly/d0MVVy

May 06 06:26:23
@ErikPosthuma The remarkable employees link is not working.

May 06 04:36:39
The Quick Delete function for Network Updates is not working in LinkedIn!!!

May 06 04:29:31
Which is better: following>followers, or followers>following? Or does it matter at all?

May 06 04:27:56
is making little things count.

May 05 23:25:31
Why you should start with “why” http://u.nu/4bz39

May 05 20:52:42
Four Sales Strategies for Proactive Customer Interactions http://goo.gl/fb/ZLY5Y #sales

May 05 19:50:22
10 Essential Tips for Building Your Small Biz Team - http://bit.ly/aKOYmG

May 05 18:33:36
The Productivity Myth http://is.gd/bVFZh

May 05 18:31:21
@bobbywatson May I have a copy of your article on behavioral change and sustainability please?

May 05 18:30:34
Here is a recent interview I did with @thoughtstrategy -- http://ht.ly/1HoBO

May 05 18:25:33
Cool hand-drawn maps of London http://is.gd/bVEZn

May 05 18:15:53
When Meetings Matter http://bit.ly/bUXza8 (OPEN blog)

May 05 17:47:15
@MarketingProfs (tweet: http://bit.ly/c6Ph9S) Examples? I'd like to learn more...

May 05 16:55:26
my article on behavioural change and sustainability is published! on Touchpoint... Still haven't seen the final final version #servicedesign

May 05 16:49:49
Social Media Metrics- Amazing http://su.pr/3tfUIr

May 05 16:39:27
RT @RichMcKinney: Is your #business ready for #socialmedia? Free assessment will show you: http://bit.ly/dDz9yW #sm #marketing

May 05 16:21:25
Facebook Chat Down!!! Ha!!!

May 05 15:10:33
Does space have a shape? http://tinyurl.com/2e857xc

May 05 12:25:24
"OH: ""Facebook is the people you went to school with. Twitter is the people you wished you went to school with."""

May 05 11:15:31
Cliff notes for life: Wisdom from 9 ad executives http://tinyurl.com/23hfo2h

May 05 11:02:48
Want Loyal Customers? Of course. Look at your messaging decks used across all touchpoint. Is your #brand messages authentic & relevant?

May 05 10:57:17
It's a waste of time talking to people who don't appreciate what you've done. It's time to wake up. So FY of D&B... you're Catholic? Ouch!

May 05 10:30:02
The Cut & Paste Customer Experience | Beyond Philosophy http://ow.ly/1H8Ak

May 05 10:29:11
@ekolsky You really got me thinking seriously about social media... thank you.

May 05 09:37:31
excellent article on why twitter is not a social network (agree mostly) http://bit.ly/8ZrvPz (h/t @Scobleizer )

May 05 08:49:12
Management Tip: 3 Classic Strategy Mistakes to Avoid http://s.hbr.org/bkxqKl

May 05 08:35:06
RT @QaalfaDibeehi: Ads And Brand Experiences That DEMAND Consumer Attention http://bit.ly/bn6GzJ via@inia_bergamot

May 05 07:33:19
just had a good chat on CRM and SM with @ekolsky.

May 05 07:18:57
@ekolsky (tweet: http://bit.ly/dlNs31) Firms build R thru SM, or other channels that effectively reach the right market. As simple as this.

May 05 07:18:08
@Choypw [ekolsky] recursive conversations don't work well for me. There is a right and a wrong way to do both, agree to disagree -- thanks for chat.

May 05 07:14:23
@ekolsky (tweet:http://bit.ly/bcg2uk) There is still no right or wrong, because no firm can make everyone happy.

May 05 07:08:03
@Choypw [ekolsky] i give you that SM is a channel and helps form relationships, but CRM is far from being close to SM --

May 05 07:04:10
@sales_eu_org Thank you for sharing "make little things count... make a big difference."

May 05 06:53:43
@ekolsky touchpoint is everywhere. SM is a platform of touchpoints. But touchpoint forms Rs, so SM is just one of the channels to build R.

May 05 06:29:14
@ekolsky When I say SM and CRM come from the same root, I actually mean they are used to deliver the same result.

May 05 06:19:43
@ekolsky But yes I totally agree with you. SM is a channel, and CRM is a strategy...? hm...

May 05 06:17:23
@Choypw [ekolsky] true, both can be misused, but there is no value in misusing them -- so there is right and wrong, as far as enteprise value is wantd

May 05 06:16:47
@Choypw [ekolsky] actually, the purpose of SM is simple to provide social channels for communication. CRM is there to manage relationships. 1/2

May 05 06:15:16
@ekolsky There is no right or wrong. What's the purpose of CRM? What's the purpose of SM?

May 05 06:08:38
@Choypw [ekolsky] you're incorrect (tweet:http://bit.ly/b2WNLw), very incorrect. read here: http://j.mp/scrmspade glad to chat more

May 05 06:04:16
@ekolsky SM and CRM basically are the same stuff. They are only tools to help firms reach their market.

May 05 04:25:31
17 tips for brilliant blog posts http://tinyurl.com/24e9a8y

May 05 03:47:04
Love is one word with thousands of meanings.

May 05 02:37:11
Together alone... summer snow... happily unhappy...

May 05 00:55:02
is sick again today...

May 04 23:22:46
Feedback: To Give or Not to Give, That is the Question! http://ht.ly/1H1VC

May 04 23:10:33
Does your firm have a post-recession talent strategy? Workforce of One hits stores today and shows how to retain talent.http://cot.ag/c8otS2

May 04 22:46:41
Free HBR magazine article from @TheForumCorp - Need Speed? Slow Down: http://bit.ly/azF3xB

May 04 22:25:32
Toyota’s new marketing strategy: Gangsta rap suburbanites http://u.nu/9g529

May 04 18:32:41
@Choypw [andrewmueller] agreed....can is the operative word

May 04 18:26:10
@andrewmueller every touchpoint can make or break a relationship.

May 04 18:22:07
is going to reread his collection of books on experience, and sees how many definition of experience he can get.

May 04 17:53:31
"Build a business, not just a client list": http://bit.ly/9vpk83

May 04 17:04:51
@iMediaMichelle yes the interaction between customer and brand at every touchpoint creates the story = negotiation of sorts #sm58

May 04 16:56:16
See pictures from Shanghai's massive world's expo | http://su.pr/1anueg

May 04 16:36:46
Thanks. I think the problem is that most marketers struggle to crossover between the two RT @Choypw #Marketing is both art and science.

May 04 15:35:33
Why Steve Jobs is the master of innovation http://is.gd/bTLwl

May 04 15:19:25
is singing in the rain. @GrahamHill Hope you enjoy your stay in HK!

May 04 09:42:57
@ThinkTank_ Marketing is both art and science.

May 04 08:59:55
Management Tip: Motivate People by Participating in Their Stories http://s.hbr.org/aygPCH

May 04 06:55:45
RT @ekolsky: @CRMStrategies @wimrampen @munishgandhi Agree, data is neutral. It's what you do with it that counts. I don't expect much...

May 04 06:47:51
@GuyKawasaki The link about the guy from future is no longer valid... please provide a correct link.

May 04 06:40:27
The Holy Sepulcher in 3D-bit.ly/c8BVJs

May 04 06:32:53
8 Ways Online Businesses Can Create Customer Touchpoints-bit.ly/dvKJ09

May 04 06:25:44
@Manish_Bhatt_ But why 15 mins per touchpoint? What's the purpose?

May 04 03:20:41
@_robin_sharma That's the power of little things!

May 03 22:02:40
Small consistent steps drive momentum

May 03 18:50:32
Handy social media planning checklist http://idek.net/1Rbx

May 03 18:32:46
Powerful People are Better Liars-- At least that's what new research suggests. http://s.hbr.org/cYOUrq

May 03 17:45:41
make little things count... Make A Big Difference! - Favorite #Sales quote from @Choypw member of our Grp http://ht.ly/1Gnnc #in

May 03 16:08:10
RT @DanielPink Just discovered One Sentence (http://www.onesentence.org/). "True stories, told in one sentence." (HT: Andrew Pantazi)

May 03 15:55:47
Just discovered One Sentence (http://www.onesentence.org/). "True stories, told in one sentence." (HT: Andrew Pantazi)

May 03 15:25:52
Tips on getting things done from @ginatrapani Work Smart: How to Write a To-Do List http://bit.ly/acySyp

May 03 15:15:34
Going up? Clever elevator ads http://is.gd/bSkjB

May 03 13:38:04
@_robin_sharma What would you want on your epitaph?

May 03 13:35:51
RT @BrandManageCamp 50 Incredible, Historical Speeches You Should Watch Online http://is.gd/bS9KP

May 03 12:38:12
50 Incredible, Historical Speeches You Should Watch Online http://is.gd/bS9KP

May 03 10:26:44
Are you just a fly on the wall? Regrettably I am...

May 03 08:20:02
Management Tip: 3 Tips for Asking Better Questions http://s.hbr.org/9S8xqw

May 03 07:41:27
Life is like a puzzle. You either solve the puzzle, or you'll be puzzled for the rest of your life.

May 03 06:02:07
Instead of asking why the customers should buy from you, put yourself in their shoes and ask "what's in it for me."

May 03 02:13:21
Together Alone http://bit.ly/bM16fg #fb

May 03 01:02:29
People who like to stay on top of the news will find this useful: http://om.ly/iwNy

May 03 00:15:32
10 tips for bloggers from a reader's point of view http://tinyurl.com/2ca23t6

May 02 18:22:20
Tweets are not showing up on Facebook again...

May 02 18:03:04
Is speed everything, when "real time" is not always the RIGHT time?

May 02 16:35:32
When you have a strong brand, you don't need to answer why for your customers.

May 02 16:08:28
experience is the apprehension of touchpoint through heart, head, hands (2009).

May 02 16:07:55
experience is a personal and unique feeling that an individual senses at every touchpoint (2007). #toex

May 02 13:01:00
God never promises to remove us from our struggles. He does promise, however, to change the way we look at them.

May 02 11:09:58
@MikeVanDervort The hiring process starts from the brand.

May 02 11:07:55
touchpoint is interaction between 2 or more entities which happens anytime any place by any means for a purpose. #toex

May 01 20:53:29
Great read: Harvard Business School article by IDEO's Tim Brown on Design Thinking http://tinyurl.com/o83xa7

May 01 20:40:47
Why Marketing 3.0? Exactly why all these 1.0, 2.0, or x.x? Are we too lazy to innovate something new...?

May 01 13:20:05
【蘋果日報】 科技網絡:新浪微博借名人效應攻陷中港 http://bit.ly/aWiXBx #fb

May 01 07:49:52
Should we reinvent management as suggested by McKinsey, or search for the origin instead...?

May 01 06:09:59
RT @McKQuarterly It’s time to reinvent management. Share your ideas on Management Innovation eXchange http://bit.ly/hackmanagement