Jan 03 23:43:12
40 for the next 40: 40 drivers of change for the next 40 years http://bit.ly/hU0RNC via @frogdesign
Choypw
Jan 03 22:00:49
@GrahamHill @choypw @lindaireland Yes all touchpoints. Most critical ones very often in Get Help phase, also in Usage and other touchlines.
annemiekvMoorst
Jan 03 20:47:55
Thx @jorisheuk @jimsmiller @fabricemous @jberkowitz @CRMStrategies @tdoyon @juliebhunt @ecocustomers @mich8elwu @Choypw @JanMaarten_ for RT
wimrampen
Jan 03 20:47:42
@annemiekvMoorst @choypw @lindaireland And dont forget research shows the most critical touchpoints are those that create value during usage
GrahamHill
Jan 03 20:41:55
@annemiekvMoorst @choypw @lindaireland Doesn't the experience include ALL touchpounts that influence customer perceptions? Including DM?
GrahamHill
Jan 03 19:51:45
TY RT @tedcoine @Choypw @NewWorkTrends Identify Customer’s Needs by Asking What does a man in the desert need http://ow.ly/3xrt3 @MyraGolden
expertinservice
Jan 03 19:38:03
RT @Choypw: Net Promoter Score Versus The Customer Experience: http://t.co/hucV1qg via @wimrampen #cem
jimsmiller
Jan 03 18:07:59
@GrahamHill @choypw @lindaireland Of course not. But I do not understand your comment. I am talking about a branded experience?!
annemiekvMoorst
Jan 03 17:51:54
@annemiekvMoorst @Choypw @lindaireland Curious. Is a branded direct mail with a 0.5% response rate really of value to customers? Hmmm!
GrahamHill
Jan 03 17:15:40
RT @Choypw: Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @myragolden @expertinservice...
NewWorkTrends
Jan 03 16:51:45
@Choypw you are getting warmer in what you can ask customers to really differentiate the experience-:) it's all about exceeding expectations
annemiekvMoorst
Jan 03 16:43:51
@Choypw @lindaireland branded exp are of value only to the brand is not true. Also for the customer. At least in approach I use. @GrahamHill
annemiekvMoorst
Jan 03 16:40:06
Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @myragolden @expertinservice #custserv #cem
Choypw
Jan 03 14:29:46
RT @choypw: I'm (Accidentally) an Incompatible Customer http://bit.ly/huGnFy via @wimrampen @Reaburn #cex #xem
ecocustomers
Jan 03 14:19:37
I'm (Accidentally) an Incompatible Customer http://bit.ly/huGnFy via @wimrampen @Reaburn #cex #xem
Choypw
Jan 03 14:18:46
Net Promoter Score Versus The Customer Experience: http://t.co/hucV1qg via @wimrampen #cem
Choypw
Jan 03 11:41:48
@wimrampen Let's set up a hashtag to help? Or develop a "platform" to co-create value? :) cc @GrahamHill
Choypw
Jan 03 09:23:49
Forget your identity! P2P is king, especially in #VCC! #cem
Choypw
Jan 03 09:13:51
See #p2p in rule # 4 http://bit.ly/f3yUy0 via @rwang0 #custserv #socbiz | Excellent stuff!!!
Choypw
Jan 03 08:54:20
@Choypw agreed. See #p2p in rule # 4 http://bit.ly/f3yUy0 #custserv #socbiz
rwang0
Jan 03 08:51:27
Don't mess up customers! If you make them miserable, they are sure going to fire back! #crm
Choypw
Jan 03 08:31:28
It's absurb for B2B to ignore relationship with C. Don't count on VRM! Without C, the bridge between B and B doesn't even exist! #custserv
Choypw
Jan 03 07:58:23
I just had the worst #custserv from LaCie! They said they don't have phone support. If you need help, shoot them an email then wait! #fail
Choypw
Jan 03 02:52:30
More RT thanks! @LoriGama @Darci37 @maxthedon @BobBurg @DeliverBliss @expertinservice @htcdesign @JeffreySummers @strategicsense @Choypw
enthused
Jan 02 16:07:22
Inside P&G's 'Connect & Develop' model for innovation http://bit.ly/daCOz6 via @wimrampen #innovation
Choypw
Jan 02 04:38:22
@annemiekvMoorst Not true, they are of value to the brand AND the customer | What's not true? cc@GrahamHill @LindaIreland
Choypw
Jan 01 18:43:24
2011 is the sum of 11 CONSECUTIVE prime numbers: 2011=157+163+167+173+179+181+191+193+197+199+211 via @Brainzooming @mathematicsprof
Choypw
Jan 01 17:58:42
@annemiekvMoorst @Choypw @LindaIreland More dialogue when I get back from London on the 4th. :-)
GrahamHill
Jan 01 17:57:33
@annemiekvMoorst @Choypw @LindaIreland Key is to design CEx so all parties can co-create the maximum of value together. Not A or B, but A&B
GrahamHill
Jan 01 17:55:31
@annemiekvMoorst @Choypw @LindaIreland And many shouldn't be necessary if whole experience was designed properly, eg customer recovery
GrahamHill
Jan 01 17:53:50
@annemiekvMoorst @Choypw @LindaIreland Many branded touchpoints are of little or no value to customers, eg many MarComms.
GrahamHill
Jan 01 16:59:24
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today by @foodyfoody @eatmeboulder @choypw @iowacitylocal
PFSFoodGuy
Jan 01 16:07:36
@GrahamHill @Choypw @LindaIreland Not true, they are of value to the brand AND the customer. Come back to whole discussion later.
annemiekvMoorst
Jan 01 15:19:26
Do you agree? Unbendable Customer Experience Rule http://ow.ly/3wJnX via @retexperience #custserv #custexperience
Choypw
Jan 01 13:21:27
Annemiek Van Moorst My Top Followers in 2010: @grahamhill @wimrampen @choypw @wouterwijma @artduservice. Find ... http://linkd.in/e6ceIx
hanlinkedfeed
Jan 01 12:53:50
My Top Followers in 2010: @grahamhill @wimrampen @choypw @wouterwijma @artduservice. Find yours @ http://mytopfollowersin2010.com
annemiekvMoorst
Jan 01 12:30:45
@GrahamHill CEx designers job is to create a platform to co-create the maximum value cc @annemiekvMoorst @LindaIreland | Agreed!
Choypw
Jan 01 10:04:10
@Choypw This is a big problem for 'branded experiences'. They are ONLY about value for the brand owner cc @annemiekvMoorst @LindaIreland
GrahamHill
Jan 01 10:02:54
@Choypw Many CEx designers create rigid experiences that don't allow value to emerge through co-creation cc @annemiekvMoorst @LindaIreland
GrahamHill
Jan 01 10:01:23
@Choypw But CEx designers don't pre-determine how value will be co-created, they enable its emergence cc @annemiekvMoorst @LindaIreland
GrahamHill
Jan 01 10:00:16
@Choypw CEx designers job is to create a platform that empowers all parties to co-create the maximum value cc @annemiekvMoorst @LindaIreland
GrahamHill
Jan 01 09:58:55
@Choypw Jobs & Outcomes identify needs better than traditional VoC http://tinyurl.com/c76e4bnetworks cc @annemiekvMoorst @LindaIreland
GrahamHill
Jan 01 09:49:58
@GrahamHill What's value? Need solved. How to create value? Co-creation. It's the "what" and "how"? cc @annemiekvMoorst @LindaIreland
Choypw
Jan 01 09:45:15
@Choypw The focus needs to be on how value co-creation can be maximised inthe most common contexts @annemiekvMoorst: @LindaIreland
GrahamHill
Jan 01 09:43:36
@Choypw Value = Need Solved is simplistic. Value is co-created and contextual http://tinyurl.com/2uc63tc cc @annemiekvMoorst: @LindaIreland
GrahamHill
Dec 31 21:47:13
Hi @annemiekvMoorst: @LindaIreland defines "value as need solved" cc @GrahamHill @wimrampen
Choypw
Dec 31 20:25:02
RT @choypw: Experience, Experience, Experience http://bit.ly/99gDtX via @wimrampen #servicedesign #cex
MichaelHinshaw
Dec 31 16:24:17
@GrahamHill @choypw @wimrampen Sorry but I do not agree that needs are hard to define. Ask the right question. Job approach is inside-out.
annemiekvMoorst
Dec 31 16:19:01
Annemiek Van Moorst RT @Choypw: What are companies doing to meet or exceed customer expectations? [infographic... http://linkd.in/f6Duk8
hanlinkedfeed
Dec 31 15:45:06
@GrahamHill TYVM Graham. Next time when you're in HK drink on me!
Choypw
Dec 31 15:34:09
@Choypw I hope that is a good introduction to my perspective on value. There is of course much more to it than these few articles.
GrahamHill
Dec 31 15:31:44
@Choypw Articles on Value: value is something that is co-created with customers, not created for them in advance and delivered to them. n/n
GrahamHill
Dec 31 15:30:35
@Choypw Articles on Value: e.g. Woodrufff http://tinyurl.com/34dmruv Strandvik et al http://tinyurl.com/2uc63tc This recognises that... 7/n
GrahamHill
Dec 31 15:29:22
What are companies doing to meet or exceed customer expectations? [infographic] http://ow.ly/3wyaG via @DeliverBliss #custserv #cem
Choypw
Dec 31 15:24:03
@Choypw Articles on Value: And social jobs related to wider social networks. There is growing support for this view of value from... 6/n
GrahamHill
Dec 31 15:23:16
@Choypw Articles on Value: Personal jobs achieve emotional outcomes for the individual. Relational jobs related to friends and family 5/n
GrahamHill
Dec 31 15:20:24
@Choypw Articles on Value: Ulwick http://bit.ly/tnLdF Customer jobs come in different flavurs: Functional jobs get things done 4/n
GrahamHill
Dec 31 15:17:06
@Choypw Articles on Value: A much better proxy for value is customer jobs & outcomes Christensen http://tinyurl.com/365usdq 3/n
GrahamHill
Dec 31 15:10:26
@Choypw Articles on Value: They mean different things to different people. They are too imprecise to use for needs-based innovation. 2/n
GrahamHill
Dec 31 15:08:49
@Choypw Articles on Value: Value is a difficult thing to measure. Needs are a crude proxy. People find them hard to define.1/n
GrahamHill
Dec 31 15:04:44
@Choypw We almost met up when I was last in HK. Let's meet up next time I am. I am pleased to exchange tweets with you :-)
GrahamHill
Dec 31 15:03:07
RT @WriteTheCompany #FF 2011! @KateNasser @expertinservice @bsdalton @heidithorne @tedcoine @Reaburn @DeliverBliss @Choypw @ericjacques...
ty_sullivan
Dec 31 15:02:08
#FF 2011! @KateNasser @ExpertInService @Ty_Sullivan @BSDalton @HeidiThorne @TedCoine @Reaburn @DeliverBliss @ChoyPW @EricJacques @JCCarcamo
WriteTheCompany
Dec 31 14:43:25
I write emotional equations in my spare time. For example, anger is inversely proportional to sensitivity. via @SunniBrown
Choypw
Dec 31 13:34:59
@DaleGWolf Appreciate your RT! Happy New Year!!!
Choypw
Dec 31 13:15:24
RT @Choypw: "In the beginning was the Word, and the Word was with God, and the Word was God." John 1:1
DaleGWolf
Dec 31 13:01:11
@GrahamHill Btw, any articles on value...?
Choypw
Dec 31 13:00:40
@GrahamHill I'm your humble servant Graham. I'm happy that I make you happy. :)
Choypw
Dec 31 12:35:02
@Choypw Now you are making me laugh! Have a great Hogmanay.
GrahamHill
Dec 31 12:26:58
If firm can create a religion, the firm has everything. #cem
Choypw
Dec 31 12:21:47
"Blessed are those who have not seen and yet believe." John 20:29 cc @GrahamHill
Choypw
Dec 31 12:16:13
@Choypw LOL Can you prove that there even is a God? I thought not!
GrahamHill
Dec 31 11:58:16
What came before the beginning? via @GrahamHill | God.
Choypw
Dec 31 10:23:16
@Choypw What came before the beginning?
GrahamHill
Dec 31 10:20:03
There is no such thing as result, for result is only subset of bigger process. #LeadChange
Choypw
Dec 31 10:16:22
"In the beginning was the Word, and the Word was with God, and the Word was God." John 1:1
Choypw
Dec 31 08:47:35
@MeltingIce Appreciate your feedback.
Choypw
Dec 31 07:30:42
The new #Twitter is after all not that bad. :)
Choypw
Dec 31 07:25:31
@Choypw We believe its a high-level ISP or DNS issue out of our control. We're investigating!
MeltingIce
Dec 31 07:23:33
That's the power of choice! @twitpic is dead. Switch to @yfrog! lol! #cem
Choypw
Dec 31 07:22:15
RT @Choypw: Gmail can READ!!! http://yfrog.com/h6uglp
teamHubis
Dec 31 07:21:52
Gmail can READ!!! http://yfrog.com/h6uglp
Choypw
Dec 31 07:20:07
There is something wrong with @twitpic. Pics just couldn't get uploaded! #fail
Choypw
Dec 31 06:52:42
Gmail can READ! I've forgotten to attach a document, and it reminded me of missing attachment!!! #cem
Choypw
Dec 31 05:49:35
Great service doesn't last. Experience does. #custserv #cem
Choypw
Dec 31 05:49:03
Great service means nothing if it doesn't solve root problem and produce great result . #custserv
Choypw
Dec 31 05:46:57
When consumption becomes a habit, sales and marketing become irrelevant. What only matters is consistent positive experience! #cem
Choypw
Dec 31 04:47:47
@GrahamHill Hi Graham, you once talked about needs other than rational & emotional. Any articles that can help me learn more? Happy New Year!
Choypw
Dec 31 04:44:09
If I have to care about the number of followers I have, I won't tweet at all. Happy New Year! #ff
Choypw
Dec 31 04:41:43
Nobodies are the new somebodies http://j.mp/hZkG5V via @DeliverBliss @enthused #custserv
Choypw
Dec 31 03:00:07
RT @choypw: 10 steps to Customer Journey Mapping via @joepine @DesignThinkers @wimrampen http://bit.ly/97lRit #fav10 #cem
ecocustomers
Dec 31 02:01:50
Applying Marketing's new dominant logic 4 interpreting Customer Experience http://bit.ly/9A6vyS via @wimrampen #fav10 #cem
Choypw
Dec 31 00:15:03
RT @choypw: More goodness on Customer Experience Mapping & Service Blueprinting http://bit.ly/dD5WCD @wimrampen #fav10 #cem
ecocustomers
Dec 30 18:53:38
@choypw Thx for the RT, feel like ppl all know what relationship is but can't define it operationally. wish u merry xmas+wonderful new yr
mich8elwu
Dec 30 17:09:57
Thank you! @BSDalton @Jen_Reyna @JimSMiller @Ty_Sullivan @GuyAuger @ChoyPW @HeidiThorne for RTs & Mentions. Very appreciated!
WriteTheCompany
Dec 30 16:11:52
More goodness on Customer Experience Mapping & Service Blueprinting http://bit.ly/dD5WCD @wimrampen #fav10 #cem
Choypw
Dec 30 16:04:09
10 steps to Customer Journey Mapping via @joepine @DesignThinkers @wimrampen http://bit.ly/97lRit #fav10 #cem
Choypw
Dec 30 14:45:21
My Top Followers in 2010: @choypw @joepine @dscofield @getbillg @boudewijng @tom_weaver. Find yours @ http://mytopfollowersin2010.com
joepine
Dec 30 13:44:29
thx for the RTs @Choypw @LydiaMarketing @9INCHmarketing..definitely important to consider experience of internal customers, too
chris_bailey
Dec 30 12:46:15
How to Make Websites That People Will Actually Use http://bit.ly/dCPtGo via @Digitaltonto
Choypw
Dec 30 12:45:30
The Customer Centered Innovation Map http://bit.ly/9XZwbp via RT @GrahamHill @tdebaillon @wimrampen #innovation #fav10
Choypw
Dec 30 12:25:16
RT @sarah_gore: RT @Choypw: When Do Customers Really Prefer Products Tailored to their Preferences? http://bit.ly/g5BUXu via @wimrampen
ecocustomers
Dec 30 11:16:17
5 sources of value to consider http://bit.ly/9l8icz via @wimrampen #fav10
Choypw
Dec 30 10:22:32
Understanding Value http://bit.ly/5eqZdD via @wimrampen @ireneclng
Choypw
Dec 30 10:08:13
@Choypw I'm drawing collection from twitter & slideshare favs, delicious, most RT'd/fav by followers & some I retrieve in browser history
wimrampen
Dec 30 10:04:46
@wimrampen You back up all tweets? How...?
Choypw
Dec 30 09:57:59
The Keith Fiveson Daily is out! http://bit.ly/cBmnDj ▸ Top stories today by @sendprayer @choypw @sheelectric
kfiveson
Dec 30 09:37:55
Figuring out the relationship puzzle http://bit.ly/cKozoW via @mich8elwu @wimrampen #acinsinghts #scrm
Choypw
Dec 30 09:36:43
The Customer Centered Innovation Map http://bit.ly/9XZwbp via @wimrampen #innovation
Choypw
Dec 30 09:35:58
Understanding the (importance of the) Customer's role in his (not your!) journey http://bit.ly/bjNSju via @wimrampen
Choypw
Dec 30 09:35:11
Customer Value from a Customer's perspective http://bit.ly/hmL0lD (pdf) via @wimrampen
Choypw
Dec 30 09:34:25
Experience, Experience, Experience http://bit.ly/99gDtX via @wimrampen #servicedesign #cex
Choypw
Dec 30 09:30:02
RT @clearaction: Thanks for RTs! @Hyken @PhenomenaGroup @Choypw @Twistan_Shout @Cogiva @MyCustomer @MichaelHinshaw @ronkarr @CustEngagement
PhenomenaGroup
Dec 30 04:52:25
Facebook is for fun. Twitter is for knowledge. I prefer #Twitter. :)
Choypw
Dec 30 04:49:45
I have 2 lives: online and offline. And I separate them completely. :) #BeTheOne
Choypw
Dec 30 04:13:22
All you need to do in 2011: focus not on priority critical to your goals. Focus on priority critical to your customer needs instead. #cxm
Choypw
Dec 30 04:11:37
Customer and employee are both human beings. Treat them well and profits will come. #leadbiz
Choypw
Dec 30 04:09:15
Importance Of Internal Customer Experience http://bit.ly/b9aNLT via @chris_bailey | What's difference between customer and employee? #cem
Choypw
Dec 30 02:10:03
RT @choypw: "The secret of business innovation is..." http://is.gd/jbotk via @petersims @brainpicker
ecocustomers
Dec 29 18:07:34
TY 4 mentions! @ChoyPW @Sarah_Gore @RBacal @Pepsi_YMG @ThorsonGroup @LokiCuki @LucianoBorsato @BSDalton @TedCoine @JedLangdon @JamieMontague
WriteTheCompany
Dec 29 15:53:08
@ecocustomers Appreciate your RTs!
Choypw
Dec 29 15:35:38
Thanks for RTs! @Hyken @PhenomenaGroup @choypw @Twistan_Shout @Cogiva @MyCustomer @MichaelHinshaw @RonKarr @CustEngagement
clearaction
Dec 29 14:27:49
Busyness is not business. Focus on activity that generates business instead of busyness. #leadbiz
Choypw
Dec 29 14:14:20
The most important personal "core competence" by far is a rich set of relationships via @tom_peters | That produces results.
Choypw
Dec 29 12:55:54
Anyone accumulating 2500+ followers in less than 300 tweets and calls himself a Social Media specialist is in need of one via @wimrampen lol
Choypw
Dec 29 12:18:27
RT @ecocustomers: RT @Choypw Weeding out bad customers is very good for your BEST customers http://tinyurl.com/2c4xw6v via @DonPeppers #cem
DonPeppers
Dec 29 10:27:29
I have noticed that some people seem to retweet EVERYTHING with a certain theme, irrespective of quality of tweet via @GrahamHill
Choypw
Dec 29 10:26:32
@GrahamHill lol! That's not me!!!
Choypw
Dec 29 04:53:30
Touchpoints Bring the Customer Experience to Life http://j.mp/gXDpW9 via @richardsona @DeliverBliss #cem
Choypw
Dec 29 03:39:51
People don't buy WHAT you do, they buy WHY you do it... http://j.mp/gMAqNB via @bobapollo @DeliverBliss #sales #cem
Choypw
Dec 29 01:20:29
Any thoughts on best people development framework? #tchat
Choypw
Dec 28 23:30:11
Cheers! @Choypw
samsonkwok
Dec 28 22:05:08
RT @Choypw Weeding out unprofitable customers is very good for your BEST customers http://tinyurl.com/2c4xw6v via @DonPeppers #cem
ecocustomers
Dec 28 16:50:13
RT @Choypw: Customer Experience Management Requires Internal #Branding http://ht.ly/3snHC via @EcoCustomers @WriteTheCompany #CEM
sarah_gore
Dec 28 16:47:10
@samsonkwok Appreciate your RT Samson! Have a great week ahead!
Choypw
Dec 28 16:46:18
Customer Experience Management Requires Internal #Branding http://ht.ly/3snHC via @EcoCustomers @WriteTheCompany #CEM
Choypw
Dec 28 16:02:32
Predictions From Customer Experience Experts for 2011 http://bit.ly/hPQSZ0 via @bcarroll7 @tedcoine @beyondthearc #custserv #cem
Choypw
Dec 28 15:01:09
RT @Choypw: Michael Porter writing in HBR on his Big Idea for 2011: Creating Shared Value http://tinyurl.com/3xspblv via @GrahamHill
samsonkwok
Dec 28 14:10:40
Customer Experience in Real Time http://bit.ly/ffuL9N via @Assistly #cem
Choypw
Dec 28 13:48:29
Forrester looks to Porter's 80s work to guide CExM strategy http://bit.ly/favy6l via GrahamHill @waband #cem
Choypw
Dec 28 13:46:32
Some Number Crunching before you try Freemium: http://bit.ly/e4Kw9k via @tor
Choypw
Dec 28 13:44:48
Michael Porter writing in HBR on his Big Idea for 2011: Creating Shared Value http://tinyurl.com/3xspblv via @GrahamHill
Choypw
Dec 28 11:02:25
RT @choypw: Shifting the Purchase Decision http://bit.ly/fOXBzg via @wimrampen < This'll be an interesting piece of research
jedlangdon
Dec 28 08:52:36
Customer-centricity as... motherhood and apple pie http://tinyurl.com/26frpvd via @GrahamHill
Choypw
Dec 28 08:48:44
@wimrampen lol! But you are absolutely right! "Maybe we should learn to write Chinese to really gain new insights."
Choypw
Dec 28 08:38:24
@Choypw no, I can't.. I used Google translator to express my inability http://bit.ly/iaqgkJ
wimrampen
Dec 28 08:36:56
@wimrampen I'm impressed!!! You can write Chinese?!
Choypw
Dec 28 07:57:39
Shifting the Purchase Decision http://bit.ly/fOXBzg via @wimrampen
Choypw
Dec 28 07:56:41
@wimrampen lol! I'll definitely do that soon. lol!!!
Choypw
Dec 28 07:50:17
@Choypw 2 provoking statements http://bit.ly/eng2b6 & http://bit.ly/e4fiuD Care to elaborate on them? Through your blog maybe?
wimrampen
Dec 28 06:18:21
The Consumer's Voice - Can Your Company Hear It? http://bit.ly/6LQjAP #marketing #innovation via @ralph_ohr #cem
Choypw
Dec 28 01:40:09
31 questions to get you excited about the innovation possibilities that 2011 can bring http://ow.ly/3uPfN via @MichaelHinshaw #cem
Choypw
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