Sep 27 22:48:37
RT @HarvardBiz: The New Normal Is the Old Normal http://s.hbr.org/99AprH | All changes come from the same origin.
Choypw
Sep 27 18:36:03
New post at 1 to 1 Blog - Does Customer Experience Really Matter? http://t.co/nPqZerf #cem #cxm #customerexperience
LiorStrativity
Sep 27 14:37:16
What is competitive advantage? 2 CEO's share their secrets http://bit.ly/dxbPG1 #FT #WSJ #leadership
TheForumCorp
Sep 27 13:57:10
RT @tdebaillon Are conversations events or objects?... http://bit.ly/avdif3 good one to think about in relation to #scrm #analytics
wimrampen
Sep 27 12:55:13
RT @timkastelle The Problem with Metrics http://bit.ly/bL6O3j
Digitaltonto
Sep 27 12:45:13
Brand Is Culture, Culture Is Brand http://s.hbr.org/ahlTyb
HarvardBiz
Sep 27 12:28:44
@Reaburn niche focus = #custserv good point. Scaling a unique exp hard. goes back to focus - op, product, customer. pick one.
bsdalton
Sep 27 10:13:08
Anu Helkkula on Service Experience in an Innovation Context http://bit.ly/cLbWQ2 Worth a read
GrahamHill
Sep 27 04:08:35
RT @Choypw: RT @KnowledgeBishop: Here is the secret weapon: KINDNESS http://bit.ly/caElCQ #cctr #cem #cxp
cxpbootcamp
Sep 27 01:41:42
Good read: "Customer-Centric Market Model" by @sehlhorst http://bit.ly/9dlpJj (tx for the link @kinaze!)
immeria
Sep 26 16:09:08
A destination without #branding is like a balance sheet without goodwill http://ht.ly/2K3jK Great post by brand aficionado @scottsherrard √
thinktank_
Sep 26 14:44:05
Marketing tip #43: Differentiate your product with a memory http://goo.gl/fb/nSbDD #sales
YourCustomers
Sep 26 12:52:07
Internal service excellence precedes external service excellence: The latest fr @KristinaEvey http://bit.ly/am3WQL #custserv
Reaburn
Sep 26 12:46:29
Good Debate in the comments: Bad Customer Experiences Are More Expensive Than You Think via @DeliverBliss http://bit.ly/b6wHpJ #custserv
Reaburn
Sep 26 11:41:37
Appreciate the recent RTs!! @cineandreea @hdbrandtalk @thecorknews @kencurtin @cafegusto @Lrasquilha @SmarterEgg @CreativeDynamix @Choypw
thinktank_
Sep 26 06:32:55
I keep thinking about that #onethingaboutme, and realize that there's more than #onethingaboutme. So I give up! :)
Choypw
Sep 26 06:08:53
"With great power comes great responsibility." Spider-Man | But what is power? #LeadChange #Leadership #Management
Choypw
Sep 26 02:12:59
@davidcamps Definitely! People's wants are unlimited but resources are scarce that's why we have opportunity cost. Eco 101 stuff, agree?
Choypw
Sep 25 20:55:34
Study shows happy employees are good for business. Inc Magazine article: http://bit.ly/9GYQxb
zappos
Sep 25 20:23:45
A fun and educational read. People who became nouns: http://goo.gl/PbyW (via @avinash)
nedkumar
Sep 25 20:02:53
How to change hearts, minds, and actions http://om.ly/vUAj
GuyKawasaki
Sep 25 19:08:00
The Quality Service Difference http://bit.ly/cRAZEK #service (via Rilous Carter)
DisneyInstitute
Sep 25 18:16:02
Be light in dark corners of your world! #Leadchange
brandleadership
Sep 25 16:30:09
The “Law of Effect” – Putting The Pieces Together http://goo.gl/fb/7EjnB #sales
YourCustomers
Sep 25 15:05:02
In this 3-minute video, Kathy Sierra wonders whether carrots & sticks are the right motivators even for horses. http://youtu.be/6EbjwYouqSw
DanielPink
Sep 25 14:05:02
Here is the secret weapon: KINDNESS http://bit.ly/caElCQ #cctr #cem #cxp
KnowledgeBishop
Sep 25 10:00:12
@Choypw Hi, I agree but also you can have different must haves and a couple of nice to haves, like the kano model focus,¿Don´t you think ?.
davidcamps
Sep 25 09:24:17
Turn Customer's Want into Need-http://bit.ly/9rTSXY | Could this be done?
Choypw
Sep 25 09:19:41
Need is must-have. Want is nice-to-have. Create customer want only when customer need is fulfilled. #cem #cxm
Choypw
Sep 25 05:20:36
@WriteTheCompany @nedkumar @markjbradford @kammerait @fergusbisset @futurescape @Choypw @KRCraft @NewWorkTrends Thx 4 RT's & mentions
wimrampen
Sep 25 04:11:44
RT @MarkTamis: A Great Experience is Your Best Marketing by @CRMOutsiders http://bit.ly/bDMiCh #scrm #crm
wimrampen
Sep 25 04:01:52
TY 4 RTs @DrBret @JeannieCW @STELLAshopper @ResponseTek & @JeanneBliss @Stellashopper @DeliverBliss @Cogiva @JCCarcamo @ChoyPW 4 inspiration
WriteTheCompany
Sep 25 03:36:53
A brand should equal something rational to survive like Xerox, then something emotional to propser like Apple. #cem #cxm #brand
Choypw
Sep 25 03:33:30
If your brand does not equal anything like Xerox equals copy, Kleenex equals tissue, then your brand is nothing. #cem #cxm #brand
Choypw
Sep 25 02:41:19
@responsetek LOL!!! It's just movie channel to me! There ain't much brands like Xerox (equals copy) and Kleenex (equals tissue). #cem #brand
Choypw
Sep 25 01:11:00
RT @KetelboeterPR: Customer Service Wake Up Call http://tinyurl.com/292jzvg #custserv #cem #service (via @JenKuhnPR)
bsdalton
Sep 25 01:07:36
RT @NYC_CoachO: Do what you can, with what you have, where you are. ~Theodore Roosevelt < love this!
KetelboeterPR
Sep 24 23:05:02
For generousity and wisdom, #FF @lrmeyer747 @juliov27612 @tadams_InMind @Choypw @LadyEleanorA @auntivi + @brandleadership
KnowledgeBishop
Sep 24 21:28:01
Negative feedback hard to deliver? Yes. Necessary? Yes. And nothing improves until someone's willing to [really] listen. http://ow.ly/2JBvo
MichaelHinshaw
Sep 24 20:52:27
THXS! RT @WriteTheCompany #FF @ElodieChizat @ChoyPW @Brian_Clark @BSDalton @KristinaEvey @DeliverBliss @EricJacques @TraciBrowne @BethHarte
skip7547
Sep 24 20:14:02
..and growing @ChoyPW @EricJacques @expertinservice @Jon_Ferrara @amandakaufmann @ShellyKramer @jeffreyjkingman @responsetek @reaburn #ff
bsdalton
Sep 24 19:53:12
You get to design the experience. Your customer gets to decide whether it's worth a sh*t. Listen and tweak accordingly. #cem
DeliverBliss
Sep 24 19:43:57
Play is the greatest natural resource in a creative economy –@laurasgt ' s presentation on the future of play: http://bit.ly/bmyvEr #video
frogdesign
Sep 24 17:28:51
#FF Faves 2: @ElodieChizat @ChoyPW @Brian_Clark @BSDalton @KristinaEvey @DeliverBliss @EricJacques @TraciBrowne @BethHarte @Cogiva @Skip7547
WriteTheCompany
Sep 24 16:35:05
Chick Fil A's Customer Experience Maximizes Marketing and Advertising. http://bit.ly/c17VDB
JeanneBliss
Sep 24 16:18:02
@Choypw I guess it's a success then, bc it's HBO to me!
responsetek
Sep 24 16:05:04
Addicted to Love: Diminishing marginal utility in relationships. http://nyti.ms/bRFfMF
freakonomics
Sep 24 15:55:44
What's HBO to you? TV? Or HBO? If it's HBO, then its brand strategy is a success. #cem #cxm
Choypw
Sep 24 12:51:49
#FF Shouts!@KaryD @stephaniethum @LaurelKaufman @elodiechizat @choypw @RussLol @LeydaHernandezV The WHOLE #custserv Gang! @Jon_Ferrara
ty_sullivan
Sep 24 11:20:13
Here are my five secrets to business success http://bit.ly/9RRE7U
richardbranson
Sep 24 09:11:37
@stevevargo Knowledge@Wharton post on Rolls Royce Power by the Hour http://tinyurl.com/dmfy92 and working paper http://tinyurl.com/33vwn2x
GrahamHill
Sep 24 08:49:06
The 5W1H of Value Co-Creation-http://tinyurl.com/2uc63tc via @wimrampen @GrahamHill
Choypw
Sep 24 08:33:55
Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value http://tinyurl.com/2u2ljtn cc @pgreenbe via @wimrampen
GrahamHill
Sep 24 07:51:10
RT @EskoKilpi: The Collaborative Organization http://bit.ly/cxmFt9
futurescape
Sep 24 03:59:33
RT @Digitaltonto: The Ad Contrarian: Analyzing Everything And Understanding Nothing http://bit.ly/9Z0sRR Makes a very important point
wimrampen
Sep 24 03:22:21
RT @Reaburn: RT @WriteTheCompany RT @ChoyPW @JeanneBliss #Customer Experience Leadership Survival Guide Part 1 http://bit.ly/b3C1Yg
LindaIreland
Sep 24 03:18:13
New #customerexperience 'stat of the week' - Struggles with differentiation: http://bit.ly/c1tsEw
LindaIreland
Sep 24 02:55:52
RT @WriteTheCompany RT @ChoyPW @JeanneBliss #Customer Experience Leadership Survival Guide Part 1 http://bit.ly/b3C1Yg #CustServ
Reaburn
Sep 24 02:21:34
RT @ChoyPW @JeanneBliss #Customer Experience Leadership Survival Guide Part 1 - http://bit.ly/b3C1Yg - #CustServ
WriteTheCompany
Sep 24 00:44:14
TYVM!!! @ChoyPW @RussLoL for RTs... & @BGriffin04 for the list addition... & @TraciBrowne @BethHarte for blog comments
WriteTheCompany
Sep 23 22:45:03
Customer Experience Leadership Survival Guide-Part 2. The REAL world approach to integrating customer experience. http://bit.ly/bSZC0p
JeanneBliss
Sep 23 19:27:55
To create enduring relationships, we'll HAVE to keep our promises to one another. @SusanMazza #LeadChange
KnowledgeBishop
Sep 23 19:17:59
Work relationships are no longer driven by chains of command. @SusanMazza #LeadChange
KnowledgeBishop
Sep 23 19:09:09
Leadership is not about position. @SusanMazza #LeadChange
KnowledgeBishop
Sep 23 09:00:13
@Choypw complain to Twitter - they set these limits, we can only do what they allow us to.
alfaguru
Sep 23 08:59:48
You have a brand when your brand has a character or represents something; otherwise, it's just a name. #cem #cxm #marketing
Choypw
Sep 23 08:59:43
@Choypw if you can't see these entries using other tools, then Tweetake can't see them either - I'm pretty sure Twitter won't let us.
alfaguru
Sep 23 08:41:08
There's no such thing as experience/expectation escalation when relationship is built. #cem #cxm #custserv
Choypw
Sep 23 08:18:17
Management Tip: Create a Simple Strategic Principle http://s.hbr.org/aLZQQc
HarvardBiz
Sep 23 05:37:41
Different definition... RT @Choypw: "Insanity is doing the same thing over and over while expecting different results." Albert Einstein
samsonkwok
Sep 23 05:17:40
@alfaguru Not really. So there is no way Tweetake can get it done now?
Choypw
Sep 23 05:17:02
Does anyone know how to backup favorites? Please help. #Twitter
Choypw
Sep 23 03:16:17
Stop satisfying customer needs. Start fulfilling their wants instead. #marketing #cem #cxm #custserv
Choypw
Sep 23 03:13:31
Between need and want, it's purchasing power. #cem #cxm
Choypw
Sep 22 23:35:03
Three levels of the Voice of the Employee | Forrester Blogs http://anni.es/aWEHiO
cxpbootcamp
Sep 22 21:06:59
"Vision without execution is a daydream. Execution without vision is a nightmare" -Japanese Proverb (via @zappos)
exectweets
Sep 22 20:04:50
Consistency builds trust, which builds brand awareness, which builds brand evangelism. RT @mattdelman #socialID #custserv
KnowledgeBishop
Sep 22 19:29:23
"Insanity is doing the same thing over and over while expecting different results." Albert Einstein #life #cem #cxm
Choypw
Sep 22 19:17:32
@responsetek @expertinservice @KristinaEvey @Choypw @Jedlangdon thx for RTs!
bsdalton
Sep 22 18:25:02
RT @Choypw: @Customer1CRM: Voice of the employee http://ow.ly/2Hymi | It starts with one, one employee at a time. #cxm #cem
responsetek
Sep 22 18:10:17
Customer Experience Leadership Survival Guide-Part 1. The REAL world approach to integrating customer experience. http://bit.ly/b3C1Yg
JeanneBliss
Sep 22 18:06:29
The Power of Apology, Little BIG Video #41 http://is.gd/fnone ^SD
tom_peters
Sep 22 17:47:45
wouldnt this site b more valuable if it brought #customers and companies together? value of complaint? http://bit.ly/Doomh #custserv
bsdalton
Sep 22 15:43:56
Yes, it's a "Top xx" list. But this Top 10 from @BrandingInsider is a good reminder if you've forgotten the basics. http://ow.ly/2Ibxp
MichaelHinshaw
Sep 22 12:47:58
@Choypw yes but what I was asking was can you access those older faves through any other client interface at all eg tweetdeck.
alfaguru
Sep 22 11:50:41
@alfaguru That's why I like Tweetake. It's the only backup tool that does favorites backup! Other backup apps are not as good as yours!
Choypw
Sep 22 11:48:02
Sir Terry Leahy spends every Friday on the shop floor, do you? http://t.co/v6Pku2Q
Choypw
Sep 22 10:29:33
Thx 4 RT's @Karin_de_Beer @Agotthelf @CarmenVriesema @prem_k @martintenvoorde @Choypw @nedkumar @davidhagar @__contagious__ @enabledRambler
wimrampen
Sep 22 09:44:40
@Choypw I tried to ask yesterday but Twitter was down - can you see al of them using otherTwitter tools?
alfaguru
Sep 22 09:33:19
Thanks for RTs @SemiraSK @wimrampen @xnetinfosys @taninhataniatan @rsarasua @Jabaldaia @zards @ralph_ohr @choypw @Avinio @gpach01
tdebaillon
Sep 22 08:55:11
Management Tip: Develop the 4 Qualities of an Inspirational Leader http://s.hbr.org/diyVzg
HarvardBiz
Sep 22 05:56:38
Do you know the rational and emotional needs of your employees? And are you meeting them? #custserv
Choypw
Sep 22 05:28:11
Customer Engagement begins with Customer Experience. Employee Engagement comes before Customer Engagement. #cem #cxm
Choypw
Sep 22 05:27:14
Employee Engagement comes before Customer Engagement! #cem #cxm
Choypw
Sep 22 05:17:42
Customer Engagement begins with Customer Experience. #cem #cxm
Choypw
Sep 22 05:14:56
@alfaguru Please help... I really need to get all those favorites backup...
Choypw
Sep 22 05:13:01
Special Issue of the Journal of Service Research on Customer Engagement http://bit.ly/9lofOE #acinsights #crm #scrm
wimrampen
Sep 22 03:49:12
How to avoid regrets? Find the positive in any decision that wouldn't have happened if you'd made an alternative decision.
Brainzooming
Sep 22 02:34:51
Q to CEO: Are your employees happy? If no, why? If yes, how? Avoid no and apply yes to customers. #custserv
Choypw
Sep 22 02:17:12
RT @Customer1CRM: Voice of the employee http://ow.ly/2Hymi | It starts with one, one employee at a time. #cxm #cem
Choypw
Sep 22 01:54:10
Here's an equation: If you promise "X" but then deliver "X minus 1", good #custserv should immediately provide "X+1"
KnowledgeBishop
Sep 22 01:27:42
Q to CEO: How do you stand out in a sea of sameness? What is your one signature differentiator in customer experience #custserv #custserv
9INCHmarketing
Sep 22 01:22:53
Good Product earns loyalty. Good #CustServ earns customer advocacy.
Marcio_Saito
Sep 22 01:11:36
4. Are you personally satisfying your customers? (as much as that makes sense for a CEO) #custserv
tedcoine
Sep 22 01:10:29
2. Is your industry doing a good job satisfying the customer? 3. Is your company doing a good job satisfying the customer? #custserv
tedcoine
Sep 22 01:09:01
My standard opener w/ CEOs consists of 4 questions. 1. Over all, as a customer, are you getting better service than 10 years ago? #custserv
tedcoine
Sep 22 00:54:24
Can there be a customer centric company without a maveric CEO? Yes It must be a grass root commitment #cem #customer
LiorStrativity
Sep 22 00:53:35
Employees have more power to make a difference than they are willing to recognize. Focus on the authority, access and network you have #cem
LiorStrativity
Sep 21 22:00:14
Respect is about giving others the freedom to choose. #custserv RT @Choypw
KnowledgeBishop
Sep 21 21:20:04
(Pic) The Customer Is Not Always Right - http://anni.es/bzqjzE
cxpbootcamp
Sep 21 21:04:03
The problem with business metrics: Measurability decreases as importance increases.
MARTYneumeier
Sep 21 16:04:44
@nedkumar Not just previous touchpoints experienced by self, but also wom from others given previous experience exists.
Choypw
Sep 21 16:02:33
@nedkumar That's the meaning of "experience the experience." :) #custserv #cem #cxm
Choypw
Sep 21 14:56:02
@Choypw Also, often we do not decompartmentalize our evaluations to just the 'immediate' touchpoint - prev. engagements weigh in. #custserv
nedkumar
Sep 21 14:51:51
@Choypw Evaluations normally end up with a conclusion (result) - No? #cem #cxm #custserv
nedkumar
Sep 21 13:20:20
RT @meannie: Customer Experience Truth #7 - Bringing The Brand And Brand Promise To Life Is A Big Piece Of Cust Exp: http://wp.me/p13uyv-3q
DeliverBliss
Sep 21 11:52:26
V.Kumar: Capturing Total Customer Engagement Value (pdf) http://bit.ly/cXcP5k - Must read #marketing #metrics #customer #value
wimrampen
Sep 21 09:54:24
@nedkumar If experience is noun, then it's result. If verb, then it's the evaluation of value created at touchpoint. #cem #cxm #custserv
Choypw
Sep 21 09:43:05
Respect is about giving others the freedom to choose. #leadership #management #custserv
Choypw
Sep 21 09:36:05
@alfaguru So there is no way for me to get back all favorites even if I'm willing to pay...? :'(
Choypw
Sep 21 08:31:05
@Choypw complain to Twitter! I changed server and lost our whitelisting and despite asking twice they haven't put it back. :(
alfaguru
Sep 21 08:12:38
Thx 4 RTs @CATREAL @martintenvoorde @futurescape @suijkerwerk @Reklama_Link @tdebaillon @Choypw @CRMStrategies @brianvellmure @commsinparis
wimrampen
Sep 21 07:18:32
The co-creation connection (pdf) http://bit.ly/azzC8S
wimrampen
Sep 21 07:10:03
RT @Choypw: RT @YourCustomers: Yo! That’s A Nice Way To ‘Delight’ A Customer! http://goo.gl/fb/T1y6r #customerservice
ArtiSol
Sep 21 06:56:07
Interesting overview of Customer Experience & it's relation with brand loyalty [pdf] http://bit.ly/9A6vyS #cex #loyalty #brand
wimrampen
Sep 21 06:51:52
@Choypw @joepine @davidcushman Chocolate: One of the few products where consumption regularly surpasses even heightened expectation
GrahamHill
Sep 21 06:35:54
RT @Choypw: RT @joepine @masscustomizeit Chocri brings chocolate to the web http://bit.ly/bdd4kx | Value co-creation with customers?
GrahamHill
Sep 21 06:14:50
So to excel in #scrm #crm or just plain customer relationship, all touchpoints should be optimized to provide delightful engagement 2/2
nedkumar
Sep 21 06:14:23
Experience is the integrative result of an engagement between the customer & the firm through its multiple touchpoints. #scrm #custserv ½
nedkumar
Sep 21 05:59:05
RT @joepine @masscustomizeit Chocri brings chocolate to the web http://bit.ly/bdd4kx | Value co-creation with customers? cc @GrahamHill
Choypw
Sep 21 03:46:44
Why umbrella not raincoat? Customers always prefer convenience to functionality. #cem #cxm
Choypw
Sep 21 03:35:02
Appreciate RTs @Choypw @EJEllisTweets @JEMcCrae
KnowledgeBishop
Sep 21 03:18:18
Many too common. RT @Choypw: RT @WriteTheCompany: 15 #customerservice no-nos - http://bit.ly/dhKmkF - #CustServ
RussLoL
Sep 21 02:45:32
15 #customer #service no-nos - http://bit.ly/dhKmkF - #CustServ
WriteTheCompany
Sep 21 02:00:03
If an objective is met at the expense of one's own ethics, can it truly be called a success? http://t.co/ovRv9S7
KnowledgeBishop
Sep 21 01:22:47
@alfaguru I love Tweetake a lot. If I am willing to pay to get all favorites backup instead of the last 1000 only, what do I need to do?
Choypw
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