tag:blogger.com,1999:blog-88661962012-02-17T04:24:03.615+08:00The Essence of Touchpoint eXperience Management. <br>Upside down drives everything negative. Downside up reverses negative to positive. <br>Stay positive. Stay downside up!Daryl Choyhttp://www.blogger.com/profile/15316561956133260306noreply@blogger.comBlogger4501100tag:blogger.com,1999:blog-8866196.post-91693386372947635682012-02-08T15:44:00.000+08:002012-02-08T15:44:16.071+08:00

7 Feb "You cannot improve one thing by 1000% but you can improve 1000 little things by 1%." Jan Carlzon via @OnionInsights @billquiseng #cem Choypw 7 Feb Does your brand have extreme trust? http://bit.ly/wBRmp0 via @nherbw @DonPeppers #cem Choypw 7 Feb Customers who interact with companies on social media spend 20-40% more, on average http://bit.ly/w1aKjc via @1to1media @DonPeppers #cem Choypw

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31 Jan Reverse Logic: The Path to Profitability through Relationship Marketing http://is.gd/Qd4KQ5 via @GrahamHill #crm #scrm Choypw 31 Jan "For every action, there's an equal and opposite reaction. Plus a social media overreaction." via @SIXSTRINGcpa @badbanana @pulpstrategy Choypw 31 Jan "Point-know-buy" http://ow.ly/8Mz1b via @method_inc Choypw 31 Jan Identifying your best talent http://

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24 Jan Stop Trying to Delight Your Customers: The Idea in Practice http://s.hbr.org/yTf0Zb via @HarvardBiz #cem Choypw 24 Jan @Choypw It is not worth the money. You can get most of what you want from e.g. http://is.gd/aBruUa and http://is.gd/Ubyl6e See p303 GrahamHill 24 Jan IxDA Interaction12 Preview: State of Interaction Design by @daveixd @Core77 http://www.core77.com/blog/conferences/

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17 Jan What's Your Influencing Style? http://bit.ly/zvUo4t via @Assistly Choypw 17 Jan Platform business is all about the co-creation of value with customers via @GrahamHill 6/6 #cem Choypw 17 Jan You can provide a platform to help them do all this much better via @GrahamHill 5/6 #cem Choypw 17 Jan And what resources, what data, they need to make the right decisions via @GrahamHill 4/6 #cem

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9 Jan Networking for Survival on @HarvardBiz by @dscofield via @joepine http://bit.ly/wH2JzS Choypw 9 Jan With a "Freemium" offer, non-paying customers often make more demands and cause more problems http://bit.ly/yDFEtW via @DonPeppers #cem Choypw 9 Jan EVERY employee influences customer experience, from product design to accounts receivable. via @KnowledgeBishop #cem #custserv Choypw 9 Jan

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26 Dec China's #Innovation Quotient http://bit.ly/vuZxnx via @ForbesIndia @ralph_ohr Choypw 26 Dec Top 10 Hurdles to Providing an Excellent Client Experience http://bit.ly/s5fKz9 via @thecustomerblog #cem Choypw 25 Dec Is Gamification Right for Your Business? 7 Things to Consider http://lnkd.in/kW6MdF Choypw 25 Dec Top 10 Things You Didn't Know About Christmas - TIME http://lnkd.in/m-knsy

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2 Jan How To Be More Interesting (In 10 Simple Steps) - Forbes http://lnkd.in/TCBVai Choypw 2 Jan The One Resolution You Need To Make In 2012 http://lnkd.in/r_ZqGr Choypw 31 Dec The Anatomy of an Experience Map http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map via @ChrisRisdon #cem Choypw 31 Dec "Don't compete on price; compete on value." @ShellyKramer via @KnowledgeBishop #

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19 Dec Customer Experience and #Brand Touchpoints bit.ly/thYhke #cem Choypw 19 Dec Five Steps to Great Customer Experiences bit.ly/w1sXnm #cem Choypw 19 Dec Customer Versus Employee: Who is King? bit.ly/tZmm0C Choypw 19 Dec Aligning the employee and customer experiences bit.ly/vvvAdX Choypw 19 Dec Building a Brand That Matters, One Employee at a Time: The Zappos Story bit.ly/uq4ZQz Choypw 19

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12 Dec Link between service design thinking and lean in startups http://www.slideshare.net/akhella/design-thinking-for-startups-1971227 via @GrowthStories Choypw 12 Dec Retain Employees By Making Work Matter http://ow.ly/1BbX7F via @meannie @Hyken Choypw 11 Dec What are the four types of #creativity? http://ht.ly/7Vclj via @ralph_ohr @bakadesuyo Choypw 11 Dec 12 Steps to Ignite Customer

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5 Dec B2B marketing: You cannot have a relationship with a segment; you can only build it with an individual. via @joepine @TatianaCaptari Choypw 5 Dec 3 Questions to Check When "New and Innovative" Becomes "Status Quo" http://bit.ly/tqI9PJ via @Brainzooming #ideas Choypw 5 Dec Customers 2015: Will YOU Be Ready? http://www.salesandmarketing.com/article/customers-2015-will-you-be-ready via @

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28 Nov Authentic - My Word for 2012 to Live By http://twrt.me/akvvfy via @prosperitygal @tedcoine Choypw 28 Nov Redefining Tradtional and Non-Traditional Advertising http://twrt.me/ju52fo via @dougricesmbiz @tedcoine Choypw 28 Nov The Only Four Things That You Sell http://twrt.me/f8ynai via @iannarino @jeanniecw Choypw 28 Nov Three facts about human http://www.jjnet.com/jjtalks/gifts.pdf #ux

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21 Nov Design is a focused fanaticism to create value http://bit.ly/tRMnhJ via @tdebaillon Choypw 20 Nov Start the Customer Conversation Part 1: http://bit.ly/vGeZrb Part 2: http://bit.ly/tEL1hA By @MRGottschalk via @WriteTheCompany #CustServ Choypw 20 Nov What Microsoft, Oracle, IBM, And SAP Don't Tell Customers http://www.businessinsider.com/

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14 Nov There's no such thing as one-way mutual trust or mutual respect. via @DonPeppers @ariegoldshlager #crm #custserv 2/2 Choypw 14 Nov Treat customers the way you'd like to be treated. There's no such thing as one-way reciprocity! via @DonPeppers #crm #custserv 1/2 Choypw 14 Nov Design Thinking and Zombies http://wp.me/ps3cG-lz via @tdebaillon @cdnorman @rotkapchen Choypw 14 Nov

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7 Nov The pre-customer experience http://bit.ly/t3zDwS via @JimJosephExp cc @brainzooming | Pre-ce is just about brand experience? Choypw 7 Nov Should We Stop all this Customer Experience Stuff? via @WriteTheCompany @JeffreySummers @PerfectCem cc @ShaunSmith_CEM @joepine #cem #ux Choypw 6 Nov A smile is a curve that sets everything straight. Phyllis Diller via @tedcoine @ptarkkonen #quote #

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31 Oct The horror of customer experience consistency that misses the mark. http://bit.ly/uzEebY via @crmetrics @jodiemonger #custserv #cem #cctr Choypw 31 Oct Inbound Marketing vs Outbound Marketing: Age of Empowered Consumer http://on.mash.to/uWb2ZG via @mich8elwu @edvansiclen #cem #scrm #socbiz Choypw 31 Oct Designing our Competitive Advantage, by Beth Comstock: http://bit.ly/rrn6gr via @

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Below is a letter to the CEO of IKEA HK re a complaint case that hasn't been resolved for months. _________ Mr Birks This complaint case has been bothering me for the past few months! And it still has not been resolved! We're already in the experience economy. I find it hard to believe that I am getting this kind of service from IKEA, given that I spend a few thousand every year. Simply put, I

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Oct 24 16:14:50 How do we embrace people aspect to service but account for variability it brings? | Align with respect. #cxo Choypw Oct 24 16:10:28 With right culture comes right people. Support them with right process to deliver right output for user. #cxo Choypw Oct 24 16:07:03 What steps can an org take to ensure HR practices & policies support customer experience? | Right culture with right

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Oct 17 13:52:01 The history of #servicedesign tools http://t.co/8rBDHSZ2 via @GrowthStories @serv4impact #cem Choypw Oct 17 12:10:14 The customer experience void http://t.co/iUooD27G via @thecustomerblog #cem Choypw Oct 17 12:06:36 Innovating with services http://t.co/S2PTwcS5 via @GrowthStories #serviceinnovation #servicedesign Choypw Oct 17 12:03:48 Top 50 #Experiential Guerrilla #Marketing

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Oct 10 23:54:08 Okay, Now I Get It: Here's Why Apple Launched The iPhone 4S Instead Of The iPhone 5 http://t.co/WDlMg7KN Choypw Oct 10 23:49:59 How Your Sales Force Can Fight for Maximum Profit http://t.co/7dlX5PbD Choypw Oct 10 16:58:46 Pictures (of Creativity) Are Worth a 1,000 Words http://t.co/1f91eVnv via @Brainzooming #creative #innovative Choypw Oct 10 16:56:00 Steve Jobs: The Greatest

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Oct 03 12:33:46 What is Customer Experience [Infographic] http://t.co/vSZeHJVi via @OnionInsights @CustVox #cem Choypw Oct 03 01:25:42 5 Timeless Principles: Revisiting the HP Way http://j.mp/mWYVM5 via @bobapollo @DeliverBliss Choypw Oct 02 14:05:53 Designing for Service as One Way of Designing Services http://t.co/2ap9YUdU via @GrahamHill @lixindex Choypw Oct 02 10:06:56 The Future of

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Sep 26 16:20:31 Who should customer experience report to? | Customer experience reports to the user!!! #cxo Choypw Sep 26 16:12:56 CX chain http://t.co/Lhyf8fhN via @sanchezjb #cem Choypw Sep 26 16:07:10 According to #Google, there is #zmot. But still experience happens basically everywhere. #cxo Choypw Sep 26 16:04:47 When does the customer experience begin? | It begins in the mind. #cxo

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Sep 19 17:16:56 Corporate customer experiences need start-up mojo to make the most of small customer touchpoints: http://t.co/oOl6Gj08 via @forrester #cem Choypw Sep 19 11:56:17 Brand values and the customer experience - a perfect match? http://t.co/dHyTY8Ds via @thecustomerblog #cem Choypw Sep 18 03:18:17 What is the impact of Word-of-Mouth (WOM) on brand purchase probability ? http://t.co/

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Sep 12 18:50:40 Innovating with services - http://t.co/bnWQ47T via @GrowthStories #service #innovation #servicedesign Choypw Sep 12 18:25:49 Don't forget 2 log into special CEO Panel at AMA Rsrch & Strategy Summit LIVE, today, 3 CST http://t.co/irKNeE5 #amaresearch marketing_power Sep 12 16:47:10 Self-service offers access, but face-to-face builds relationships. via @briandshelton #cem #ux

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Sep 05 17:25:37 Originality is the child of knowledge and imagination. via @MARTYneumeier Choypw Sep 05 17:24:52 With "design well" model, communicate more deeply to more people over longer period of time. http://t.co/4XLrdnj via @MARTYneumeier #ux #cem Choypw Sep 05 16:45:59 The Minimalist Approach To The Hotel Experience: 9 Hours http://t.co/52dcIJn via @BarrenCode @GreatDismal #ux #cem

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Aug 29 23:53:14 Just not "32B". http://ow.ly/6fILE via @MichaelHinshaw #cem Choypw Aug 29 23:50:34 When the Brand’s Message Contradicts the Customer's Experience http://ow.ly/6e3Sp via @MichaelHinshaw Choypw Aug 29 17:08:33 touchpoint without experience is unsustainable. experience without touchpoint is uninteresting. #cem #ux Choypw Aug 29 16:55:03 A complaint is a critical touchpoint. Fix it

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Aug 22 08:31:37 Understanding the Consumer of the Future http://t.co/HYcAqgT Choypw Aug 22 08:26:13 For those enamored by @Mortons please read this http://t.co/Yf9BZUV discussion, started by @ekolsky via @GrahamHill Choypw Aug 22 04:45:47 What Is the #Multiverse? http://t.co/IBuZwi6 via @joepine #InfinitePossibility Choypw Aug 22 01:47:10 Booz & co 10 clues to opportunity http://t.co/nls4rGQ

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Aug 15 21:12:35 Does Customer Experience Trump Price? http://t.co/S2F2nDC via @Vivisimo_Inc #cem Choypw Aug 15 21:09:51 International Journal of Design Special Issue: Designing for Services http://t.co/JtWM1MM via @MrStickdorn @wimrampen @dasangiorgi Choypw Aug 15 16:58:53 Treat every customer like they are the only one, treat every employee the same way - value inspires value. via @LovelyLu #

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Aug 08 17:30:05 Link to the Linkedin group #CXO http://t.co/a6z5tyF via @Vivisimo_Inc Choypw Aug 08 17:00:43 @JoeStanganelli @berkshire_ideas @Choypw But it's more important to please the customer. #cxo berkshire_ideas Aug 08 17:00:14 @berkshire_ideas @Choypw Additionally, there may be a less point-blank way to ask the question that yields the same results. #CXO JoeStanganelli Aug 08 16:59:43

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Aug 01 23:38:12 The latest issue of design mind is live! Dig into the 'Connective' issue http://bit.ly/qYTh4i via @frogdesign Choypw Aug 01 23:36:28 Customer Satisfaction Means Success http://bit.ly/pxZqNF via @Assistly Choypw Aug 01 21:13:03 @rtarkoff @choypw They do go hand in hand. But perhaps not in the way you are thinking http://is.gd/WIvPHj #cocreation #crm GrahamHill Aug 01 16:29:30

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How are outcome, value and customer experience related? Jim Lever Customer Care Extraordinaire The customer experience has everything to do with the perceived value of the goods or services encountered. The greatest product in the world may go unbought or underutilized if the customer had to purchase in spite of the customer experience. Most customers will not buy due to an unfortunate

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Jul 25 18:26:51 @Choypw @Marcio_Saito Fmr chairman of HP: Lew Platt, "I wish we knew what we know at HP we would be 3x more pr… (cont) http://deck.ly/~1Zu3c conniechan8 Jul 25 16:35:42 Great new whitepaper on Apple’s Customer Experience Secrets Exposed by @mikewittenstein http://bit.ly/rpexWt via @joepine #cem Choypw Jul 25 16:24:59 Agreed but 2 service w/ good data need tools @Choypw +

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Jul 18 17:59:07 How Good Designers Think : http://t.co/889YMTo via @thecustomerblog Choypw Jul 18 17:44:42 #CXO Chat wra > #SupplyChain or Cust Value Chain? http://bit.ly/nppLk3 @Marcio_Saito @SteveMassi @ThinDifference @KreusslerInc @Choypw Natasha_D_G Jul 18 17:20:38 Appreciate the RT! @Natasha_D_G | Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, +ER! #

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Jul 11 16:24:12 Relevancy factor - true RT @Choypw: Right time is preferred to real time. :) #CXO Vivisimo_Inc Jul 11 16:24:06 and right info RT @Choypw: Right time is preferred to real time. :) #cxo parissab Jul 11 16:23:47 Right time is preferred to real time. :) #cxo Choypw Jul 11 16:22:55 Manage value chain leading to each touchpoint RT @Choypw: Make every touchpoint valuable, then the

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Jul 04 19:33:20 "When Every Customer Is a New Customer http://t.co/eJBCgC9 via @wimrampen #cem" Choypw Jul 04 14:23:38 Measuring the Success of Customer Experience Efforts: http://adobe.ly/lGuWzo via @AdobeCEM @LindaIreland #cem Choypw Jul 04 12:06:49 Relationship Marketing: Old wine in a new bottle? http://t.co/H4achkE via @thecustomerblog Choypw Jul 04 12:04:30 "A Guide To Customer

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Jun 27 14:57:53 Love Is the Killer App http://bit.ly/m8uPIk via @thestartupdaily @joepine @sanderssays Choypw Jun 26 11:31:23 The #BMGEN canvas for Value Co-Creation http://is.gd/SjNuC2 via @GrahamHill cc @wimranpen | Don't quite get it... Choypw Jun 26 09:01:05 The Truth About the Economy -Robert Reich connects the dots in less than 2 minutes. http://goo.gl/xBkiE via @nedkumar #economy Choypw

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Jun 20 16:16:47 B2B and B2C are long irrelevant. Now it's P2P. #cxo Choypw Jun 20 06:07:59 Every touchpoint delivers an experience. #ux #cem Choypw Jun 20 06:07:24 Focus not on what product does, but how it works instead. That's the basics of positive user experience. #ux #cem Choypw Jun 20 03:35:29 "A 1% increase in customer experience quality is equivalent to a 2.2% stock value growth." CFI

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Jun 13 16:41:27 @Vivisimo_Inc @eamcc bottom line measures sales not customer experience, satisfaction, retention. | Says who? #cxo Choypw Jun 13 16:40:35 If there really is one #cem measurement, that's the bottom line. #cxo Choypw Jun 13 16:39:42 But so many variables go into bottom line RT @Choypw: @ErikaLAndersen @caldercho Your bottom line will tell you how you are doing. :) #cxo

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Jun 06 17:16:13 Organic Customer Experience Drives Thicker Value http://ow.ly/5bb0x via @responsetek @dawnamaclean #CEM Choypw Jun 06 14:02:59 Simple and not practiced- Six Building Blocks to Customer Trust: http://t.co/Lbrq1PR via @thecustomerblog #cem Choypw Jun 06 13:54:51 Design the customer experience inside-out http://bit.ly/l0AaaH via @SAlhir @j_rehm @JenKuhnPR #cem #leadership #custserv

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May 30 17:06:27 Starbucks "Moments of Connection" http://t.co/PbYy9p9 via @adage @JeanneBliss #cem Choypw May 30 15:11:25 “Gamification” from the perspective of service marketing http://is.gd/2bGmLS via @stevevargo @designthinkers @GrahamHill Choypw May 30 14:15:36 Reducing your #customer defection rate by 5% can increase your profitability by 25 to 125% via @Houthum #custserv #marketing #

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May 23 18:12:17 @Vivisimo_Inc Great synthesis of Tweetchat! “Trust in the eye of the beholder" tweet originated w/me, not @choypw. #CXO http://bit.ly/mjrTbi stephaniethum May 23 17:31:06 Over-Branding Kills Profits And Scares Off Consumers http://is.gd/q5STLj via @GrahamHill Choypw May 23 16:42:41 Rick Nash on The CXO: Why the time is now for customer experience officers http://bit.ly/mmQZ8q

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May 16 16:45:15 Don't create a memorable event; create a memorable experience. 15 CREATIVITY TIPS http://tiny.ly/4QOM via @LindaIreland @Leadershipfreak Choypw May 16 16:43:31 Trust is in the eye of the beholder. Transparency is in the hands of the organization. via @stephaniethum | Love it! #cem #cxo Choypw May 16 16:42:31 Transparency is one leading indicator; Trust is a lagging indicator via

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May 09 19:28:11 The Actions, Motivations and Influence of Brand Advocates http://bit.ly/m0U1Wr via @Assistly Choypw May 09 19:26:23 Huge gap: what customers want and what brands think customers want. via @briansolis @jeanniecw #womma Choypw May 09 19:25:51 The Root Of Most Customer Experience Problems http://bit.ly/lY2ZP0 via @jimsmiller @TarahHartzler #CEM Choypw May 09 17:00:38 #cxo Takeaway

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May 02 23:40:38 Do you: Do the right thing? Do things Right? via @DisneyInstitute | It's right to do right things right. :) Choypw May 02 22:27:37 HR is not an agent of change http://ow.ly/4LxWm via @lucgaloppin @grahamhill @cmooreforrester #hrm Choypw May 02 22:20:14 Building a Cust Experience that Creates Value for Customers... And for Companies http://t.co/g9Q7Esb via @grahamhill @MarkTamis

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Apr 25 23:21:18 Memorable Events Are the Most Valuable Experiences http://t.co/56LENji via @MichaelHinshaw @thakurster @HarvardBiz #cem Choypw Apr 25 18:15:09 Managing customer expectation from the start helps prevent unreasonable expectation http://bit.ly/gihIWe via @crmetrics @jodiemonger #cem Choypw Apr 25 16:19:39 experience is an evaluation journey. #ux #cem Choypw Apr 25 14:51:23 Metrics

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Apr 18 16:52:55 What one thing can an organization do to improve the customer experience? Always ask WIIFM. #cxo Choypw Apr 18 16:51:54 Pos experience is also about touchline effectiveness, touchpoint design, outcome measure and value. 2/2 #cxo Choypw Apr 18 16:49:28 Positive experience is not just about meeting or exceeding expectation. 1/n #cxo Choypw Apr 18 16:47:22 @clearaction Agreed. The

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Apr 11 19:42:06 Evolution of the Innovation Funnel http://feedly.com/k/hklJR7 via @wimrampen Choypw Apr 11 17:44:18 When experience becomes habit, pain and pleasure are irrelevant. #cem Choypw Apr 11 17:41:36 Making Routine Customer Experiences Fun http://sloanreview.mit.edu/files/saleable-pdfs/45117.pdf #cem Choypw Apr 11 17:34:22 Want to perfect your company's service? http://

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Apr 04 19:17:02 How many customers are silently yelling at us, “Just listen!” http://bit.ly/ibeCm1 via @jimsmiller @tmustacchio @Vivisimo_Inc #custserv #cem Choypw Apr 04 16:21:45 12 Quick Tips To #Search Google Like An Expert - http://ow.ly/4sbXS via @DonPeppers @2cre8 Choypw Apr 04 13:14:42 A complaining customer is a loyal #customer: http://bit.ly/eNrIBP via @RedLorryComms @custexpmagazine @

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Mar 28 23:39:27 What's best? Fail First, Fail Fast or Plan to Succeed? @GrahamHill #innochat Choypw Mar 28 23:37:34 The Art and Science of Experience Design - Experience Delivers http://adobe.ly/gSpfuZ via @Assistly #cem Choypw Mar 28 10:17:23 Don't get this wrong: no negative does not mean positive! #cem Choypw Mar 27 19:32:13 @Choypw You're welcome - and thx for your patience! I was

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Mar 21 16:57:54 @MatthewLiberty That's a lovely article. :) Choypw Mar 21 16:48:53 @Choypw @ArveyColumbus #Thanks for the RT, I really appreciate it!! :-) MatthewLiberty Mar 21 16:20:41 Shut Up and Create http://bit.ly/gmxU6a via @MatthewLiberty @ArveyColumbus Choypw Mar 21 16:08:05 Position the customer, not the #brand http://bit.ly/dYvRz7 via @tdebaillon #SDlogic Choypw Mar 21 15:48:46

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Mar 14 16:54:46 Evaluating experience based on value of outcomes...? cc @mkrigsman @GrahmaHill #cem Choypw Mar 14 14:10:29 "Facts don't sell; benefits do!" #cem Choypw Mar 14 07:30:18 touchpoint has 3 core elements: people, info, and deliverables (pid). Choypw Mar 13 16:58:46 *XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @johnflurry @pepsico @trend_land @choypw

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Mar 07 19:55:37 Thx @gertbuist @Marcel_Wouters @NCCCongres @wtijssen @ekolsky @LindaIreland @Choypw @GrahamHill @nedkumar @Think_Write for Rt's & convo wimrampen Mar 07 19:46:30 Yes! RT @choypw: There is no such thing as negative experience when the user accepts "this too shall pass." #in #attitude #inspire MKCallConsult Mar 07 18:41:06 @LindaIreland agree.. but all in the eye of the

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What is need? Get job done. What does user need? User needs to get job done. What job does user need to get done? 1) Prevent pain 2) Reduce pain 3) Resolve pain 4) Maintain status quo 5) Create pleasure 6) Enhance pleasure What type of job does user need to get done? 1) Rational must-have 2) Emotional must-have 3) Rational nice-to-have (want) 4) Emotional nice-to-have (want) What does

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Feb 28 20:00:24 RT@joepine On winning w/ social media RT @Choypw: Gartner on the future of collaborative commerce http://bit.ly/ihPV2d #PSheartbeat BarbaravB Feb 28 17:30:17 TYVM 4 RTs! @JedLangdon @StephanieThum @AHawkCollinger @ChoyPW @MKCallConsult @StandardOfTrust @ExpertInService @Aimee_Lucas @TalentCulture WriteTheCompany Feb 28 16:53:40 On winning w/ social media RT @Choypw: Gartner on

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There are 2 types of needs: rational and emotional. Rational is about being good. Emotional is about feeling good. So what is must-have and nice-to-have? Must-have is necessity. Nice-to-have is luxury. My must-have is not necessarily your must-have. And my nice-to-have is not necessarily your nice-to-have. Take sex and love as an example. To men, sex is must-have but love is nice-to-have. To

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Feb 21 23:20:27 Customer Satisfaction Through Customer Intimacy http://j.mp/hjWerv via @kristinaevey @DeliverBliss #custserv Choypw Feb 21 23:15:41 Creating a “Virgin Flair” Experience http://bit.ly/e9wkG8 via @Assistly #cem Choypw Feb 21 07:23:11 The Importance of Experience http://j.mp/ibn9iG via @chrisbrogan @DeliverBliss #cem Choypw Feb 21 03:50:00 "Do the things people don't expect. Don't

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Feb 14 19:52:00 @yasonmasde10 @uxfeeder @toonzz @choypw @tracigere @flowchainsensei @tdebaillon @anneaime for RT "unbearable lightness of being"! guidostompff Feb 14 19:29:01 AppreciatingU: @BarbaraBathurst @jamespoon21 @imduffman21 @michaelbathurst @Choypw @LisaMonetMusic @CoCreatr @LeadersOnSpeed @TheStyleGent smaxbrown Feb 14 19:00:52 @Choypw The full URL is

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Feb 07 19:20:14 RT @choypw: If You Don't Know What To Do With Your Customers, Start Here http://su.pr/2ShRUC @YourCustomers #custserv cc:@responsetek ^KN retexperience Feb 07 18:32:31 @Choypw tnx u4 rt Thomas Sutton: Creating Space for Open Innovation http://is.gd/23qY7z fredzimny Feb 07 18:00:18 Good read! RT @choypw: It's Time to Take Your Customers Seriously http://is.gd/OdD58E via @

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Jan 31 22:00:34 RT @choypw: Build Your Customer Experience Roadmap http://bit.ly/dVwOIw via @btemkin #customerexperience ^KN retexperience Jan 31 19:55:18 Thanks a lot for your RT and mentions @flywhl @emmajenkins @joepine @Elenehvz @AkemanSolutions @Choypw @PR_ideas @baileyworkplay ^KN retexperience Jan 31 19:18:10 @Choypw @wimrampen Here's an interesting point from the article: "Fairness is

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Jan 24 22:35:54 @Choypw love that idea :) reginam_miller Jan 24 22:29:39 Lou Carbone on Turning the Customer Experience into Emotional Engagement http://bit.ly/fLHJPZ via @joepine @v_abramides Choypw Jan 24 22:25:34 To sustain a strong brand, you must remind people of the core experience that led them to become loyal in the 1st place via @DisneyInstitute Choypw Jan 24 16:54:31 AppreciatingU: @

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Jan 17 23:50:02 RT @choypw: Making user & customer experience a business competency http://bit.ly/f9DPXQ via @MichaelHinshaw @KevinRCopp @instituteofcs #CEM responsetek Jan 17 23:15:00 Design is what separates the serial innovators from the one-hit wonders. via @MARTYneumeier Choypw Jan 17 23:14:15 The Virtuous Cycle of Customer Care http://bit.ly/fyBRXM via @Assistly #cem #custserv Choypw Jan

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Jan 10 23:33:04 Just because a rep resolves an issue doesn't mean the customrs smiling. View FCR in context of the customr exp via @greg_levin #custserv Choypw Jan 10 22:50:39 Iconic Brand, Generic Experience http://j.mp/dVIC5w via @Reaburn @DeliverBliss #cem #Starbucks Choypw Jan 10 18:35:37 @Choypw thnx for the RT :) Employees1st Jan 10 16:43:36 RT @Choypw: The Virgin experience http://ow.ly

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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

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I'm a bookworm. Browsing book store has been my habit for many years. In Hong Kong, there are 3-4 major book store chains. They are usually located in major shopping malls. Sometimes I go to book store because I want to get the book to stimulate thinking. Sometimes I just pop in because I am in the shopping mall for other purposes, and it never hurts to visit my second home. Basically,

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Dec 27 18:32:06 @MichaelHinshaw @Choypw Thanks for the RT. Appreciated. Take care! bartdecraene Dec 27 17:28:08 Thanks Daryl RT @Choypw: How word of mouth leads to retention and differentiation http://bit.ly/gIKCTA via MENG Blend @MENGonline #cem 9INCHmarketing Dec 27 16:42:29 Delighting customers is a journey not a destination via @MichaelHinshaw @bartdecraene #cem Choypw Dec 27 16:01:45 @

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Dec 20 17:45:52 @Houthum Appreciate the RT. Choypw Dec 20 08:16:12 RT @Choypw: Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne Houthum Dec 20 03:18:04 It's irresponsible to confuse the market with never-ending useless management concepts when all they need is just EMPATHY! Choypw Dec 20 03:16:44 Management consultants suck! Choypw Dec

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Dec 13 19:26:10 New Touchpoint Insights post: Redefining Customer Experience http://ow.ly/3ot1A via @MichaelHinshaw #cem Choypw Dec 13 15:01:45 mpoweru: #dotheunexpected is out! http://bit.ly/gG5Hlm ▸ Top stories today by @stimmtag @kaganj @wcijobs @deannasilver @choypw mpoweru2bgr8 Dec 13 14:41:36 Ditto, Tristan. RT @KnowledgeBishop Thankful for @ty_sullivan @M_ozgenli @ConvergentWorld @

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Dec 06 18:51:56 Customer Experience Inconsistencies Breed Competitive Shoppers http://bit.ly/glwz9h via @crmetrics #cctr #contactcenter #cem Choypw Dec 06 17:57:58 Don't be kind to someone because you're expecting something in return; be kind to someone because you can via @dan_coyle Choypw Dec 06 17:57:08 CEM x CRM = CxC Matrix from @mrhoffman in Customer Worthy book http://bit.ly/gZR via @

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Nov 29 20:00:19 @choypw imho, retention is not the basis for but a reward of good biz. Customer engagement can help you get there. (2/2) vanbael Nov 29 19:57:51 @choypw I like your rephrasing, Daryl! But actually you can have successful biz without engagement. (1/2) vanbael Nov 29 19:40:03 @choypw Thanks for the kind words! I appreciate the value you add, as well. MichaelHinshaw Nov 29 18:25:

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Is brand experience emotional, rational, or both? Any examples? Sally Durcan Managing Director at Hotcow Brand experience is definitely emotional - just as long as the core message corresponds accordingly. Check out our recent world record event with telecoms company Powwownow. We made this event emotional by asking people to join a three-way and showing celebs already doing it - giving people

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Nov 22 15:30:10 The Future of Advertising: Three Agencies' Visions http://ow.ly/3dzWo via @fastcodesign @jeremyvictor @LindaIreland @ckburgess Choypw Nov 22 15:18:34 "Simplicity is the ultimate sophistication." Leonardo da Vinci Choypw Nov 22 15:17:36 experiences matter. #cem Choypw Nov 22 11:03:41 Many thanx for your RTs! @mickbrougham @penhousedesign @Igology @Diarmaid_Twomey @MarkGhegarty @

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Nov 15 23:58:11 Posted: Customer experiences are only as strong as their weakest link http://bit.ly/dh16To #cem #custserv vanbael Nov 15 21:25:29 XOX U back :)) @HeatherEColeman Twitter hugs: @Choypw @KetelboeterPR @JenKuhnPR @PaulWVoss @smaxbrown @tedcoine @K... http://tl.gd/70507i Nussknackerin Nov 15 20:15:03 Nice video! RT @choypw: The Surprising Truth About What Motivates Us http://fb.me/

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Nov 08 23:38:08 It is the people, Duh! Are you a 10? by @josephmachelli http://bit.ly/bZV2rV #custserv @cem jimsmiller Nov 08 21:51:22 Seven Keys to Building Customer Loyalty--and Company Profits http://bit.ly/dsF1YM #custserv #cem jimsmiller Nov 08 21:39:16 Boycotts, anger, petitions: Many women comment after this post re: o.b. Ultra #Tampons - http://bit.ly/9F0r4M WriteTheCompany Nov 08 21:

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Nov 01 19:56:52 Every #customerexperience starts with a person- and a need or desire they would pay money to have solved. LindaIreland Nov 01 19:46:30 How would life be different for your customers if you weren't in it? (Great way to know what problem or need you solve) #CEX LindaIreland Nov 01 19:44:05 RT @malfletcher: Vision w/out action is a daydream. Action w/out #vision is a nightmare -

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Oct 25 18:30:11 The Three Keys to Employee Engagement (RT @AwesomelySimple) #Management | http://ht.ly/2YNi3 AMAnet Oct 25 17:14:47 Top 10 tips for exceeding #customer expectations - http://bit.ly/9uRqjG | Call Centre Helper Magazine - #CustServ WriteTheCompany Oct 25 15:01:58 Improve “Customer Connectedness” In 2011 http://ow.ly/2YShz via @Customer1CRM #cem #cxm Choypw Oct 25 14:55:55 Living

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Oct 18 20:32:31 RT @BeyondMorale: The Secret to Employee Engagement: Avoid The Top 3 Mistakes http://bit.ly/dsETS9 New Post #leadership #HR #leadbiz tedcoine Oct 18 19:01:36 14 Effective Customer Experience Strategies for 2011 #cex http://ow.ly/2VnGB Customer1CRM Oct 18 16:56:17 Ask the right questions about value - "we tend to overvalue things we can measure, undervalue the things we cannot" @

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Oct 11 21:50:04 Is your company creating customer loyalty? 10 questions to find out. http://bit.ly/a8D8nw JeanneBliss Oct 11 16:21:03 RT @joepine: Steven Weber (as Forrest Gump) with great summary of the Experience Economy http://bit.ly/aqCN1X #cem #cxm Choypw Oct 11 15:35:03 Growth through Focus: A Blueprint for Driving Profitable Expansion. (Strategy+Business) #Leadership | http://ow.ly/

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Oct 04 18:21:56 Experiential Marketing: Delivering A Brand Experience - http://tinyurl.com/experiential101 by @mschumer Brainzooming Oct 04 18:00:05 Post-sale is important, too. Show customers ways to use your product beyond their original intent. http://ow.ly/2Obkp #cex MichaelHinshaw Oct 04 16:57:19 Do SOMETHING today that you will be proud of TOMORROW! via .@larryczerwonka JenKuhnPR Oct 04

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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 #

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Sep 20 23:30:11 RT @GaryLoper: Knowing is NOT enough; we must APPLY. Willing is NOT enough; we must DO ~ Goethe tedcoine Sep 20 23:26:07 RT @wimrampen @tdebaillon Importance of Non-Customers http://bit.ly/ck09Mh | There's difference between inactive and potential customer. Choypw Sep 20 22:55:08 #oow10 #scrm #crm Customers expect that you will know which channels they are in at any point.

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Sep 13 21:18:32 New Study Released - "Customer Experience is The Path To Profit" 2010 Strativity Study-http://www.cnbc.com/id/39147241 #cem #cxm #experience LiorStrativity Sep 13 20:05:06 YES!! --> Employee engagement is a force behind success >> http://anni.es/b1MuMl #cem #cxp #custexp #in cxpbootcamp Sep 13 19:50:02 @Choypw I would think people remember the end experience the most... after

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Sep 06 21:00:36 Thx @Digitaltonto @guyauger @Choypw @txglennross @gpach01 @Adrianaology @WENOVSKI @j4ngis @wisdomlondon @Jabaldaia @DesignThinkers 4 RT's :) wimrampen Sep 06 20:54:27 RT @GrahamHill: RT @ariegoldshlager D Norman #servicedesign Product Is More Than the Product: http://bit.ly/cRza7x wimrampen Sep 06 20:49:49 Stop Selling - Selling is admitting product is not naturally attractive.

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experience is the evaluation of value created at touchpoint, for touchline.

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Aug 30 23:04:53 Metrics: #Customer Satisfaction and/or Customer Loyalty - Part 1 from @TabithaDunn - http://bit.ly/d3caPL WriteTheCompany Aug 30 22:35:49 RT @WriteTheCompany: Want to create more loyal #customer relationships? Follow up on this advice from @KristinaEvey - http://bit.ly/bqcOe5 DeliverBliss Aug 30 22:17:47 Presenting with the legendary @donpeppers on Wednesday. Very Stoked! Using

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experience is an evaluation process on value delivered at touchpoint. * Keep staring at the black dot... after a while the gray haze around it will appear to shrink.

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experience is an evaluation process used to access value created at each touchpoint.

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Aug 23 23:30:36 You bet they do! RT @Satmetrix: Do customers play a role in the service experience? http://bit.ly/a458bh (via @KristinaEvey) #cem #custserv LindaIreland Aug 23 22:43:30 Enjoyed the earlier banter between Old School @tom_peters and New School @Revez_Nexus thinktank_ Aug 23 22:36:56 Funny-sad someone thought this a good idea! RT @LiorStrativity: How NOT to survey customers! see

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Consistent positive Employee experience (Ee) delivers a 1+1=1 impact, for every employee is engaged and aligned with ONE goal. Consistent positive Customer experience (Ce) delivers a 1+1>2 impact, for both customer and firm co-create value to achieve win-win success. Consistent positive Brand experience (Be) delivers a 1+1=infinity impact, for customer advocacy builds sustainable mind share

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The Winning Formula for brand experience: 1+1=Infinity. Consistent positive experience produces profitable sustainability. The Winning Formula for customer experience: 1+1>2. Customer and firm co-create values which benefit everyone. The Winning Formula for employee experience: 1+1=1. Every employee is aligned with and engaged in "1" goal.

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Aug 16 22:12:06 TYVM! @RickRoss10 @ChoyPW for RTs & @MorrisTed for Weekend Honor Roll & @HeidiThorne @EricJacques @TedCoine @ExpertInService 4 blog mentions WriteTheCompany Aug 16 21:20:32 Are you asking the question, "What does she [employee] need?" New blog from Tom: http://is.gd/ekD8B ^SD tom_peters Aug 16 21:08:42 @red_social @MarkTamis @alexbaumgardt @prem_k @Bob_Thompson @spirospiliadis @

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We consider people to be good or bad based on our own observations and experience of life. Think of the best managers you have ever known or worked for. Describe in details the reasons you have identified him or her as such and what s/he had done that was good/bad? It is simple and naive to remain in our own comfort zone, and judge "who" is good or bad. To err is human. Instead of "thinking

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Aug 09 21:21:13 Nice customer service: Apple adds the personal touch! http://post.ly/r04x MarketingProfs Aug 09 21:12:11 RT @JanetJoz: Before u talk abt improving ur processes & tools u need to commit to excellent experience RT @themaria http://bit.ly/9Is3fW wimrampen Aug 09 21:06:56 Stop Trying to Delight Your Customers: http://bit.ly/cXf212 Via: @WPCCSL ariegoldshlager Aug 09 21:05:09 “

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When do we have emotions? Before or after the experience? And what's the relationship among emotion, expectation, and experience? Jack Springman Vice President at Inforte, A Business & Decision company We have expectations of what an interaction will bring. We will judge the experience relative to our expectation and the outcome of that will be emotion - delight if the experience exceeds our

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Aug 02 22:06:37 How will your brand get noticed today? http://bit.ly/ckbDM4 ideationz Aug 02 21:40:38 "Why Personal Branding Is So Misunderstood: Personal branding has a branding problem. If most people in business ... http://bit.ly/bQoDOS" OGILVY Aug 02 20:49:07 Great blog post by @LindaIreland - Defining #customerexperience and why it matters - http://bit.ly/dzcmjQ (via @WriteTheCompany @

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Jul 26 23:26:41 Do you have a "What if" moment that seems to define your life? "What if" didn't happen, so get over it and move on. #JustThinkin Brainzooming Jul 26 21:28:28 RT @1to1MediaEditor: @DonPeppers & Martha Rogers talk about how companies should develop, not destroy, customer value http://shar.es/mMSDL wimrampen Jul 26 21:08:49 The Future is Local: Empowering communities to improve

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Jul 19 21:40:03 RT @Choypw: Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm. #marketing #crm #cxm #cem MichaelHinshaw Jul 19 19:30:13 The Why What How and Who Of Customer Centricity | ClienteerHub http://bit.ly/cMl0dn@raybrown99 #customer ClienteerHub Jul 19 18:39:39 Thanks for the RTs today! @TouchMrktg @talentculture @Choypw @Jfavreau @

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Jul 12 22:11:01I'm sending out our monthly newsletter, The Customer Experience Journal, tomorrow. Sign-up here: http://tinyurl.com/cejournalbtemkin Jul 12 21:45:02The power of curiosity over willpower - http://j.mp/b0e4J6 (RT @neilperkin, @BBHlabs) #behavioraleconomicsfrogdesign Jul 12 18:05:08Enduring Ideas: The strategic control map http://bit.ly/9e218nMcKQuarterly Jul 12 18:00:46It isn't about

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People do not care about the noise they made, do they?  They do not care whether others would have peace of mind, as long as they themselves have moment of pleasure.  When will they understand that silence is a public good, not a private good? Everything is relative, but it doesn't mean that nothing is absolute. When the noise is disturbing to one person, then it is disturbing.  What's worse,

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Jul 05 19:50:21When you should get to questions later and get started now. http://bit.ly/9EXmSq  #work #projectmanagementBrainzooming Jul 05 18:53:28If listening doesn’t exhaust you-then you aren’t listening.tom_peters Jul 05 18:09:38Thanks for RT @choypw!HYVE_CoCreation Jul 05 14:41:43RT @marketingfltr: RT @StrategicGrowth QR Codes, the Next Step in Retailer Loyalty Programs @ http://bit.ly/

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Jun 28 23:38:00Best practice to get feedback on experience? Real time survey on every interaction with no more than 3 questions.  #gartnercrmCiboodler001 Jun 28 23:35:472010 and beyond is about mutually managed customer experience says Johan Jacobs #gartnercrmCiboodler001 Jun 28 23:25:04RT @swoodruff: Interested in customer experience? Then you need to follow @bcarroll7 , and read her Customers

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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,

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