Book purchase experience

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, every book store is my second home.

I am member of all book stores, but I am not loyal to any one of them. Although discount is given whenever purchase is made, there is no reward system based on purchase history. It simply makes no sense for me to stick with one particular book store. The book store is just a place for me to get the book I want. As long as the book is available, and it is not reasonably expensive, then where to get it is not my concern. However, I do expect the book store to be decently designed because I usually read before purchase. I do not want to be disturbed while reading.

One day I was in a shopping mall waiting for movie, so I decided to visit the bookstore nearby. I had no plan to buy any book but if there's anything good one I'd definitely be interested.

And what exactly is my definition of good book?

It's not necessary on the best seller list but it has to be relevant to the topics of my recent research. Sometimes I am attracted to the book name, and sometimes the book design. I seldom trust book reviews, or to be more exact I seldom read any. I know what I like, and I don't need anyone to tell me what's good and what's not.

I was in the book store. Since time was limited I quickly went to the new arrival section. I spotted a box set which was interesting. It's a book on presentation skills. I've already got loads but the box design really impressed me. Also, it got CD teaching you how to do presentation. I tried to open the box to read more but it was wrapped. I didn't bother to ask for assistance so I walked to the business section. I still ain’t sure if I would like to keep the box set as my collection…

There was another book on business strategy which was related to my recent research. Basically the book was just another business book but I liked the way it presented the ideas so I decided to take it with me.

Just before I walked over to the counter I made a call to another book store I frequent to check the price of 2 books I intended to buy. The other book store didn't have the strategy book but the presentation book priced $100 more. No questions asked. I decided to get both books at the current book store.

I've forgotten to bring my membership card. In order to enjoy the discount, I proposed that the customer service rep should use my mobile to check up my membership number which is the usual practice of other book stores. Sadly, the book store said it’s not their practice, and refused to offer any discount. Instead, they said that they could keep the books for me for a day, and I could come again the next day with my membership card to enjoy the discount. It's completely absurd because that insignificant discount definitely was not worth the traveling time I’d need to suffer.

I paid and left.

I was uncomfortable with how I was being treated, but I would still visit this stupid book store for book update. When they have book not available elsewhere, I’d probably get it from Amazon.

Tweets of 21-27 Dec 2010

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
@GrahamHill @wimrampen God is a manmade philosophical construct | We never know Graham... Even Einstein ain't sure.
Choypw

Dec 27 15:58:43
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today by @kellychoi @saucemagazine @sm4buzz @choypw
PFSFoodGuy

Dec 27 15:54:17
Back to work. RT @Choypw Increase profit & win customer's loyalty? http://ow.ly/3uJOL #cem #custserv #retail #marketing via @retexperience
sarah_gore

Dec 27 15:41:16
How to increase your profit and win customer's loyalty? http://ow.ly/3uJOL #cem #custserv #retail #marketing via @retexperience
Choypw

Dec 27 15:37:47
It's CRM, Not Magic http://bit.ly/fHcxCn via @Assistly #crm
Choypw

Dec 27 13:21:58
@Choypw @wimrampen LOL God is a manmade philosophical construct :-)
GrahamHill

Dec 27 13:18:00
@GrahamHill @wimrampen If co-creation is what it means, then everything is indeed co-created except for God's creation.
Choypw

Dec 27 13:12:17
How word of mouth leads to retention and differentiation http://bit.ly/gIKCTA via RT @9INCHmarketing @MENGonline #cem
Choypw

Dec 27 08:47:10
@Choypw We have to be careful that we don't devalue the idea of co-creation by insisting that everything is co-created cc @wimrampen
GrahamHill

Dec 27 08:10:46
@wimrampen @GrahamHill @goonth When you come to think of it, everything is co-created. You co-create painting with drawing tools etc.
Choypw

Dec 27 05:50:37
@Reaburn Appreciate much Chris for the mention. Happy New Year!
Choypw

Dec 26 19:39:49
#100peopleImgratefulfor @barrypeters @choypw @jen_reyna @jeanniecw @chris_bailey @Lisa_A_Ford @CoCreatr terrific customer experience leaders
Reaburn

Dec 26 18:34:24
"The secret of business innovation is to think big, act small, fail fast and learn rapidly" http://is.gd/jbotk via @petersims @brainpicker
Choypw

Dec 26 18:15:13
Learning to serve in a value network http://bit.ly/e9ESg2 via @wimrampen
Choypw

Dec 26 18:10:53
Success vs. Significance - why it's important to distinguish between them http://ow.ly/3sEeS via @AMAnet @mikemyatt #Leadership
Choypw

Dec 26 17:24:22
RT @Choypw: When Do Customers Really Prefer Products Tailored to their Preferences? http://bit.ly/g5BUXu via @wimrampen
sarah_gore

Dec 26 17:09:30
In emerging countries CRM's growth is just starting http://tinyurl.com/2wzkdke via @GrahamHill | Starting? Can biz survive without CRM?
Choypw

Dec 26 16:51:17
When Do Customers Really Prefer Products Tailored to their Preferences? http://bit.ly/g5BUXu via @wimrampen
Choypw

Dec 25 13:48:10
What should companies capture from social media interactions w/ customers? via @wimrampen #scrm | whatever adds value to future touchpoints
Choypw

Dec 25 08:58:09
@Choypw you just tweeted the post linked in that tweet ;) For the record: http://bit.ly/e0l5Jp
wimrampen

Dec 25 08:56:31
@wimrampen Which prior tweet...? You know... you tweet a lot... :P
Choypw

Dec 25 08:55:43
SCRM is not about managing relationships but knowledge-flows through relationships of Customers http://bit.ly/hfrYjq via @wimrampen | Cool!
Choypw

Dec 25 08:54:55
@Choypw and of course a merry X-mass to you too :)
wimrampen

Dec 25 08:54:31
@Choypw reason 1: see prior tweet.. reason 2: #cex cannot be seen separate from products..
wimrampen

Dec 25 08:52:48
@wimrampen But why...? Which part do you disagree most? And hey! Merry Xmas!!!
Choypw

Dec 25 08:43:32
@Choypw just for the record.. : I do not agree with most that's in that article ;) #cem
wimrampen

Dec 25 08:41:54
Customers want relationships w/ companies and Customer Experience is not about the product http://bit.ly/hDmBcx via @wimrampen #cem
Choypw

Dec 25 08:30:35
The Top 10 HBR Blog Posts of 2010 http://ow.ly/3tJCN via @simonmainwaring
Choypw

Dec 24 19:37:21
"Commitment protects and strengthens your credibility and reputation with yourself and others." Gary Ryan Blair
Choypw

Dec 24 16:03:44
Happy Birthday Jesus! #merrychristmas
Choypw

Dec 24 14:49:26
Thank you @choypw for RT The Employee Engagement Equation http://ow.ly/3sHUV
tseamon

Dec 24 14:47:39
Thx @walterkort @bhc3 @tedcoine @Choypw @LindaIreland @curlcoach @MartijnLinssen @rik_wuts @Marcio_Saito @michielplayer @bsdalton 4 RT's :)
wimrampen

Dec 24 13:45:42
Thank you! RT @Choypw: Make It Their Own - Experiences that Connect http://bit.ly/hSAUtg @Customers_Shoes #cem #custexp #starbucks
josephmichelli

Dec 24 13:41:16
Happy Holidays #TChat -ers! @Becky_pitman @billboorman @blogging4jobs @bostonrecruiter @broadbeaninc @calgarynetworks @candacecarpio @choypw
TalentCulture

Dec 24 11:05:11
Make It Their Own - Experiences that Connect http://post.ly/1NPQy via @Customers_Shoes @josephmichelli #cem
Choypw

Dec 24 06:32:22
Focus on critical success factor. All changes come from the same origin! #leadbiz
Choypw

Dec 24 06:31:26
SCRM is just the "everywhere" version of CRM. It's still about relationship or touchpoint. #scrm
Choypw

Dec 24 06:06:22
If CRM is treating different people differently, then SCRM is co-creating different value socially @GrahamHill | Don't fall into trap again
Choypw

Dec 24 05:56:03
The Employee Engagement Equation http://ow.ly/3sHUV via @AMAnet @TSeamon #Management
Choypw

Dec 24 05:44:09
Differentiating Your Sightseeing Business http://bit.ly/gnbsyR via @joepine @masscustomizeit #cem
Choypw

Dec 23 16:43:01
 
touchpoints "of the users, by the users, for the users" are value-adding touchpoints. #cem #cxm
Choypw

Dec 23 15:53:21
@PFSFoodGuy @Choypw @retailmarketing thanks for the RTs! happy holidays!
CustomerProfit

Dec 23 14:03:04
@Choypw thanks for the RTs!
DonPeppers

Dec 23 13:41:42
RT @ChoyPW 6 things good customer-centric firms should fix in 2011: http://tinyurl.com/2dnwfmc via @WayneKingston @DonPeppers
WriteTheCompany

Dec 23 13:40:03
Weeding out unprofitable customers is very good for your BEST customers http://tinyurl.com/2c4xw6v via @DonPeppers #cem
Choypw

Dec 23 13:36:46
Six things any good customer-centric firm should fix in 2011 http://tinyurl.com/2dnwfmc via @Waynekingston @DonPeppers
Choypw

Dec 23 13:10:22
"Thanks for the RTs! @Cogiva @Choypw @conkennedy @donal_cahalane @OlkinComm @kencurtin @ElectricCork @CorkBilly @dkiernan @Real_Insights"
thinktank_

Dec 23 12:47:26
The social CRM club Daily is out! http://bit.ly/bVWHYL ▸ Top stories today by @theclassiccarol @choypw
_social_club_

Dec 23 12:45:32
RT @Choypw: Designing Customer Service Experience Around Emotions, Trust & Control http://fb.me/OT6jZkmk via @thinktank_ @ElectricCork #cem
Cogiva

Dec 23 12:43:47
Designing Customer Service Experience Around Emotions, Trust & Control http://fb.me/OT6jZkmk via @thinktank_ @ElectricCork #cem
Choypw

Dec 23 10:45:31
iPhone is a good example of value co-creation among 3 parties: Apple, Apps developers, users. #vcc #cem
Choypw

Dec 23 08:51:59
@prem_k If you need help from HK, let me know. :)
Choypw

Dec 23 08:51:05
touchpoints "of the users, by the users, for the users" are value-adding touchpoints. #cem
Choypw

Dec 23 01:31:26
"There are limits to self-indulgence, none to restraint." Ghandi #life
Choypw

Dec 23 01:11:31
That would fit exactly with my experience in analysis of avoidable service contacts via @wimrampen
Choypw

Dec 23 01:10:59
My Lean Marketing experience at Toyota suggests 40% of most touchpoints are 'Muda' = pure waste! via @GrahamHill
Choypw

Dec 23 00:57:21
RT @Choypw: I wonder how many touchpoint are in fact value adding, fr a customer's job perspective. Could be surprisingly few via @wimrampen
LindaIreland

Dec 23 00:55:13
I wonder how many touchpoint are in fact value adding, from a customer's job perspective. Could be surprisingly few via @wimrampen
Choypw

Dec 23 00:54:14
In the guise of the 'customer experience'. Think activation in mobile telcoms. Not all CEx helps with jobs & outcomes 2/2 via @GrahamHill
Choypw

Dec 23 00:53:01
Job & outcome may have changed. But most companies make customers jump through non value-adding touchpoints ...1/2 via @GrahamHill
Choypw

Dec 22 19:30:03
Mention/RT Thanks to: @2Deeksha @Bostonpreneur @watsonlg @lucymarcus @jolenerm @pbeaudry @maria_kim @lseabra @Choypw
AMAnet

Dec 22 18:14:21
@wimrampen: @mjayliebs @Marcio_Saito @Choypw Yes, the hype will fizzle. But the transformation is real. A post: http://ow.ly/3thXZ
Marcio_Saito

Dec 22 18:10:14
@mjayliebs @Marcio_Saito @Choypw I too think it won't burst in 2011, but will it start to fizzle b4 2012?
wimrampen

Dec 22 17:55:45
@Choypw Thanks for the RT Daryl. Appreciated.
bartdecraene

Dec 22 17:50:05
Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne RT @Choypw RT @hrinfotech
kunjal23

Dec 22 17:21:07
Give your customers what they want, not what you think they want http://ow.ly/3tdw6 via @tedcoine @bartdecraene #custserv #cem #leadbiz
Choypw

Dec 22 17:18:26
Get your FREE MyAMA Account for instant access to 1,000+ articles & more http://ow.ly/3svx4 via @AMAnet | Best Xmas gift!!!
Choypw

Dec 22 16:37:42
RT @Choypw: One Message, But Oh So Many Channels http://shar.es/X50Po via @CustomerProfit #marketing #restaurant #socialmedia
PFSFoodGuy

Dec 22 15:33:51
@Choypw @bpmsystems Thanks for the RT and mention of Meeting Customer Needs - It Takes More Than Products and Services http://bit.ly/goGg9n
jimsmiller

Dec 22 15:09:31
Did anyone predict the social media bubble to burst in 2011? Or do we have to wait another year? @wimrampen | It won't burst in Asia. Peace!
Choypw

Dec 22 12:21:22
Value n Viability http://bit.ly/4YCVCd via @GrahamHill @wimrampen @ireneclng @bsdalton @ariegoldshlager | Is sdl really new?
Choypw

Dec 22 12:16:11
We don't know why, what or where customers say about is to others and how to influence it (hint: superior products) 6/n via @GrahamHill
Choypw

Dec 22 12:13:51
And do you know what? I think most companies and CRM gurus don't care. As long as they are making a quick buck 7/7 via @GrahamHill | TRUE!
Choypw

Dec 22 12:12:34
We don't know how to drive effective collaboration within our organisations or with others outside it (like customers) 5/n via @GrahamHill
Choypw

Dec 22 12:11:44
We still don't know how to build out our capabilities - systems, processes, dataflows, etc - to reliably co-create value 4/n via @GrahamHill
Choypw

Dec 22 12:11:06
We don't know how to create interactions that bring together all the right people to co-create value with customers 3/n via @GrahamHill
Choypw

Dec 22 12:09:45
We still don't know what relational support customers need over a lifetime of usage of our products and services 2/n via @GrahamHill
Choypw

Dec 22 12:09:14
Soc CRM is making the same mistakes as CRM did: We still don't know what 'jobs & outcomes' are important to customers 1/n via @GrahamHill
Choypw

Dec 22 10:13:35
@GrahamHill @wimrampen Glad that you got it right: BACK TO BASICS!
Choypw

Dec 22 03:56:10
Same to you all! @cwaterhouse @RoyAtkinson @mrsolis @maltaee @Choypw @DeRochier Wishing you all the best of 2011.
Choypw

Dec 22 03:48:51
@RoyAtkinson @mrsolis @maltaee @Choypw @DeRochier Wishing you all the best of 2011. May it be a year that exceeds all your expectations.
cwaterhouse

Dec 22 03:08:45
Happy 2011 to #custserv friends @CWaterhouse @mrsolis @maltaee @Choypw @DeRochier
RoyAtkinson

Dec 22 02:45:41
@Choypw Hello and welcome once again to #custserv chat!
RoyAtkinson

Dec 22 02:40:47
Meeting Customer Needs – It Takes More Than Products and Services http://bit.ly/gsgQka via @jimsmiller #custserv #cem
Choypw

Dec 21 23:47:28
Me too! RT @Choypw: I'm going to miss the old #Twitter.
samsonkwok

Dec 21 21:45:07
A Disney value, ‘task vs. purpose,’ helps cast members stay focused on guests instead of simply coming to work to perform a set of tasks.
DisneyInstitute

Dec 21 17:05:04
Good people make good service. Good service makes good people. http://bit.ly/ed2W6G via @Assistly #custserv
Choypw

Dec 21 16:38:20
Conversation Agent: Why Customers Turn to Each Other for Help http://anni.es/fqVja2 via @cxpbootcamp #cem
Choypw

Dec 21 14:16:53
I'm going to miss the old #Twitter.
Choypw

Dec 21 14:08:14
Old #twitter is dying...
Choypw

Dec 21 12:43:47
The Psychology of Consumer Revenge http://post.ly/7MED via @Jabaldaia @ariegoldshlager #cem
Choypw

Dec 21 11:57:47
How to lose a customer in 78 words or less http://bit.ly/ggyL0e via @OGILVY
Choypw

Dec 21 08:46:33
RT @choypw: "The 10 Core Customer Experience Qualities" http://ow.ly/3s6GI via @clearaction @MyCustomer @MichaelHinshaw #cem
Twistan_Shout

Dec 21 08:46:32
RT @choypw: "The 10 Core Customer Experience Qualities" http://ow.ly/3s6GI via @clearaction @MyCustomer @MichaelHinshaw #cem
Cogiva

Dec 21 07:05:32
"The 10 Core Customer Experience Qualities" http://ow.ly/3s6GI via @clearaction @mycustomer @MichaelHinshaw #cem
Choypw

Dec 21 04:54:44
What is Experiential Marketing and is it Social? http://bit.ly/_Experiential via @9INCHmarketing @TedRubin @TheSocialCMO #cem
Choypw

Dec 21 04:52:24
"Customer experience design" and great customer service are completely unrelated via @DeliverBliss #cem | Agreed!
Choypw

Tweets of 13-20 Dec 2010

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 20 03:13:24
Stop creating management concepts like #vcc and #sdl. All we need is just one simple concept: put yourself in customers' shoes!
Choypw

Dec 20 02:18:19
@Choypw Most welcome, Daryl!
KnowledgeBishop

Dec 20 02:12:16
@Annastina07 Appreciate the RT.
Choypw

Dec 20 02:11:59
@KnowledgeBishop Appreciate the RT.
Choypw

Dec 20 02:11:45
@tedcoine Appreciate the RT.
Choypw

Dec 19 20:05:03
Stop asking "why?": Ask "why not?" - @Choypw via @tedcoine #BeTheOne
KnowledgeBishop

Dec 19 20:01:22
RT @tedcoine: RT @Choypw: Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
Annastina07

Dec 19 10:47:39
RT @Choypw: Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
tedcoine

Dec 19 09:57:55
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today by @daverobus @idloop @therealleek @choypw @talengix
kfiveson

Dec 19 06:21:09
Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne RT @Choypw
HRInfotech

Dec 19 05:44:05
Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
Choypw

Dec 19 05:43:08
@Brainzooming Appreciate the RT, Mike! Have a great weekend!
Choypw

Dec 19 04:35:14
RT @Choypw: Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne
Brainzooming

Dec 19 04:34:26
Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne
Choypw

Dec 19 04:31:29
RT @Choypw: Customer Experience --Born In 1994 http://ow.ly/3r1vU via @btemkin @retexperience @crmstrategies #cem #crm #custserv interesting
funnelholic

Dec 19 03:55:22
Customer Experience Was Born In 1994 http://ow.ly/3r1vU via @btemkin @retexperience @crmstrategies #cem #crm #custserv
Choypw

Dec 18 13:24:40
@GrahamHill I'm just focusing on the root. Everything comes down to rational and emotional. Or any paper to convince me to study others.
Choypw

Dec 18 13:20:23
@Choypw Let go of your rational and emotional baggage. Indulge in a bit of Bayesian Updating :-)
GrahamHill

Dec 18 10:57:47
@GrahamHill Like in Yi Jing, everything is being built on 1 and 0. I try not to focus on everything but the root.
Choypw

Dec 18 10:49:37
@GrahamHill If there is a tree of needs, then rational and emotional are the roots of all other needs.
Choypw

Dec 18 10:33:33
@Choypw The latest value research moves us beyond the simplistic 1990s view of rational and emotional needs.
GrahamHill

Dec 18 09:47:54
@GrahamHill Individual has emotional & rational needs. Relational & social subset of Emotional. Functional subset of Rational. Yi Jing way.
Choypw

Dec 18 07:35:40
@Choypw That is too one-dimensional. Functional, individual, relational and social needs all have rational and emotional components.
GrahamHill

Dec 18 03:50:04
Product is a better experience when it solves needs, rational and emotional. #cem
Choypw

Dec 18 03:49:44
@GrahamHill Product is a better experience when it solves needs, rational and emotional.
Choypw

Dec 18 03:02:35
"Start with the customer..." Now, there's a novel concept! http://ow.ly/3qUCq via @MichaelHinshaw #cem
Choypw

Dec 17 23:20:24
Great RTs. Thank you. @WriteTheCompany @JenniferPingrey @VinoLuci @Choypw @mikebrouse @jen_reyna @GandSMortgage
sarah_gore

Dec 17 23:20:03
RT @choypw: Touchpoints http://bit.ly/dYX7CR via @wimrampen #cem
ecocustomers

Dec 17 23:17:44
Avg Disney guest has 64 interactions w/ cast members in 1 day to provide memorable #custserv @DisneyInstitute via @Choypw
VegasBill

Dec 17 22:36:59
#FF #TChat @broadbeaninc @candacecarpio @careertips2go @carmilla5 @cathywissink @charnell_w @choypw @chrysula @cindybilington
TalentCulture

Dec 17 21:30:22
#FF #eMarketing + #cem @deliverbliss @choypw @expertinservice @ecocustomers @theemailguide @shannonholato @spokencomm
meannie

Dec 17 20:47:17
@Choypw The product is a better experience enabler when you see it as a value proposition that enables the exchange of service for service
GrahamHill

Dec 17 18:45:42
RT @ChoyPW - How customer insight drives customer experience - http://bit.ly/hfkzKZ via @Sarah_Gore #cem
WriteTheCompany

Dec 17 18:06:22
@joepine @Choypw Thnx for the RT's & more importantly reading content. Best BG
GetBillG

Dec 17 17:07:29
Product is experience enabler. #cem
Choypw

Dec 17 17:06:59
@GrahamHill @MissGreenFairy Product is experience enabler.
Choypw

Dec 17 17:01:11
You can't see it or hear it, but it speaks volumes... http://ow.ly/3qStI via @MichaelHinshaw #cem | The power of silence
Choypw

Dec 17 15:29:20
RT @DisneyInstitute: time to thank all of our amazing followers. A special shout out to @WDWTikiRoom, @Choypw, @jeffspeiser, @MannyCabrera3
WDWTikiRoom

Dec 17 15:20:26
Happy Friday! It's time to thank all of our amazing followers. A special shout out to @WDWTikiRoom, @Choypw, @jeffspeiser, @MannyCabrera3
DisneyInstitute

Dec 17 14:55:00
@MissGreenFairy @Choypw I would go even further and say that every product is a 'platform' that enables service to be exchanged for service.
GrahamHill

Dec 17 14:45:07
RT @choypw: The Power of Your Customers’ Mindset http://ow.ly/3pbbR via @AMAnet #Marketing #cem
ecocustomers

Dec 17 10:22:10
Thx @kimvanvelzen @ElsbethBoes @Choypw @Competia @expertinservice for RT's on Touchpoints http://bit.ly/dYX7CR
wimrampen

Dec 17 10:01:39
@ecocustomers Appreciate your RTs.
Choypw

Dec 17 09:59:25
Why is the greatest question because you can't answer it in 1-word & it forces the other person to think. #LarryKing #CNN via @Brainzooming
Choypw

Dec 17 09:47:45
A powerful new tool can help quantify the evolution of human culture by capturing how often we use words http://goo.gl/DsGsf via @nedkumar
Choypw

Dec 17 03:05:02
RT @choypw: Where do you think you are? Nordstrom? http://j.mp/dT2Ov1 via @enthused @DeliverBliss #custserv Happy employees make happy...
ecocustomers

Dec 17 01:11:34
@Choypw thanks Daryl :)
nateriggs

Dec 17 00:30:13
RT @choypw: More lessons learned in 2010 http://j.mp/evSm8W via @robbinphillips @DeliverBliss
ecocustomers

Dec 16 23:32:16
@Choypw Hi Daryl! thanks for the RT of my blog piece: http://tinyurl.com/2f7dlwx .. via @bsdalton #custserv #cem #fb
MKCallConsult

Dec 16 22:56:02
@Choypw Thanks for the RT Daryl! Hope you're doing well!
Brainzooming

Dec 16 22:53:52
Helen Keller's Guide To Confidence In Facing the World http://ow.ly/3q8Kj via @myinstantcoach @AMAnet #Leadership
Choypw

Dec 16 22:49:16
Average Disney guest has 64 interactions with cast members in 1 day. That’s 64 opportunities to provide memorable #custserv @DisneyInstitute
Choypw

Dec 16 22:45:29
@Choypw Daryl, Looks like you have been busy firing off tweets. Keep them coming! Thanks for the RT.
jimsmiller

Dec 16 22:45:02
You can never relive a moment but the memories can be revisited time and time again via @joepine @lynnerosie #TNI #NOW #cem
Choypw

Dec 16 22:43:56
Touchpoints http://bit.ly/dYX7CR via @wimrampen #cem
Choypw

Dec 16 22:41:25
Customer Experience Works Both Ways http://bit.ly/eIIKjq via @Brainzooming @nateriggs #experience #customers #cem
Choypw

Dec 16 22:38:33
Advertising no longer controls the conversation http://ow.ly/3p53m via @MichaelHinshaw @markklapper @pamdyer #cem
Choypw

Dec 16 22:36:39
One Message, But Oh So Many Channels http://t.co/PdwzAgD via @CustomerProfit #marketing #sCRM #retail #cem
Choypw

Dec 16 22:35:09
How customer insight drives customer experience http://bit.ly/hfkzKZ via @sarah_gore #cem
Choypw

Dec 16 22:33:25
My best Customer Experience started out as the worst http://tinyurl.com/2f7dlwx via @bsdalton @MKCallConsult #custserv #cem
Choypw

Dec 16 22:30:18
The way you sell a product or idea will either add to or subtract from its inherent value via @jimsmiller @malfletcher #custserv #cem
Choypw

Dec 16 20:23:08
@choypw SDL is based on the idea that every product has a service associated with it. @GrahamHill
MissGreenFairy

Dec 16 15:40:02
Thx for RTs/Mentions: @ChinaAnswers @MikeRamer @CaliperPatrick @mjasmus @KatiSue77 @ben_hr @gthomasfcasia @Choypw @pattywoodley @Nelsonb
AMAnet

Dec 16 14:06:06
Facebook's New Golden Rule http://s.hbr.org/g7lIFc via @HarvardBiz #cem
Choypw

Dec 16 12:39:16
#BeTheOne http://bit.ly/gX1H7j #leadbiz
Choypw

Dec 16 12:35:33
@Choypw Good question. The answer lies in this paper from @stevevargo http://tinyurl.com/3688xq8 and my blog psot http://tinyurl.com/r8d7na
GrahamHill

Dec 16 11:01:59
And what does that make Customer Service? A mouse? via @GrahamHill @tedcoine @LauraKessler @sustainableb1z
Choypw

Dec 16 11:01:03
#Marketing is a cat. #Sales is a dog. How to Reconcile Sales and Marketing http://t.co/T02HRwC via @sustainableb1z @tedcoine
Choypw

Dec 16 10:57:23
@MissGreenFairy @grahamhill What's the difference between service dominant logic and customer centric mindset? Same thing?
Choypw

Dec 16 10:49:16
@GrahamHill @tedcoine @LauraKessler @sustainableb1z How about human beings? We play with our cats and dogs. lol!
Choypw

Dec 16 06:45:28
Activity does not equal achievement. Deliver value on the work that you do. Move things forward. First things first via @aquarry
Choypw

Dec 16 04:15:24
More lessons learned in 2010 http://j.mp/evSm8W via @robbinphillips @DeliverBliss
Choypw

Dec 16 04:13:12
Where do you think you are? Nordstrom? http://j.mp/dT2Ov1 via @enthused @DeliverBliss #custserv #cem | Happy employees make happy customers.
Choypw

Dec 16 03:31:02
@diaz_comm Appreciate the mention.
Choypw

Dec 16 03:00:09
Diaz Communications Daily is out! http://bit.ly/dKQqSm ▸ Top stories today by @choypw @pbnews @decalindustries @valswisher
diaz_comm

Dec 16 02:58:04
Microsoft Office 2007 is really pain in the ass! It's just so user unfriendly! #fail
Choypw

Dec 16 02:29:54
@Choypw Thank you so much for joining in for #TChat last night!
TalentCulture

Dec 16 02:15:07
The Power of Your Customers’ Mindset http://ow.ly/3pbbR via @AMAnet #Marketing #cem
Choypw

Dec 16 02:11:34
2 Reasons Why It DOES NOT Matter If You’re Right http://anni.es/hq9IfA via @cxpbootcamp #cem
Choypw

Dec 16 02:06:10
The Future of the Advertising Business Model http://bit.ly/fw8vGr via @wimrampen
Choypw

Dec 16 02:03:23
"Customers don't care about your solution. They care about their problems." Dave McClure via @LindaIreland @jchyip #cem
Choypw

Dec 15 15:50:25
Rock Your Customers! http://bit.ly/i3Mifu via @joepine @GetBillG #cem
Choypw

Dec 15 14:41:40
@customerfix @choypw @gregbeavers @deliverbliss @jimsmiller Thanks for the RT's! http://bit.ly/hxOf1C
jeanniecw

Dec 15 14:24:06
Making user and customer experience a business competency http://forr.com/fK9U2J via @DonPeppers @forrester @UXmag @hmanning #cem
Choypw

Dec 15 12:51:28
RT @Choypw: Better Business Bureau now wants to hear POSITIVE customer experience stories! http://tinyurl.com/25kuqjl via @JeanneBliss
Assistly

Dec 15 12:34:02
Better Business Bureau now wants to hear POSITIVE customer experience stories! http://tinyurl.com/25kuqjl via @JeanneBliss #cem
Choypw

Dec 15 11:49:20
@Lawsagna @Choypw @JoachimJoseph You are so welcome. It was brilliant! Happy Holidays!
JeanneBliss

Dec 15 06:25:44
@kwansy Appreciate the RT.
Choypw

Dec 15 05:36:53
Wow. Kind of love this. RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat
kwansy

Dec 15 03:18:58
RT @ekolsky: RT @JeffreyJKingman: RT @Choypw: ...Surveys? ...b/c we r incompetent in ... needs? #custserv ||yes >no feedback=nocustomersback
charlieisaacs

Dec 15 02:53:16
RT @Choypw: Why we need surveys? Because we are incompetent in understanding what customers need? #custserv
Chente139

Dec 15 02:45:11
or we need answers NOW RT @Choypw: Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
carolyn_ray

Dec 15 02:45:03
@Choypw absolutely not! it's because we can't read their minds! If you've seen one customer you have seen one customer #custserv
MurrayChamber

Dec 15 02:44:06
RT @JeffreyJKingman: RT @Choypw: Why we need surveys? Because we are incompetent in understanding what customers need? #custserv || yes
ekolsky

Dec 15 02:43:47
RT @Choypw: Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
JeffreyJKingman

Dec 15 02:43:27
Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
Choypw

Dec 15 02:42:28
@Choypw @dsghi AppleCare sends email surveys to a random sample of callers. Feeds into the rep's performance stats, too #custserv
action_jay

Dec 15 02:41:54
@choypw Apple does survey. They use NPS in their retail stores #custserv
rgmarkey

Dec 15 02:40:49
@dsghi No! I wonder if #Apple ever does any survey. #custserv
Choypw

Dec 15 02:36:31
Wise brands capture #custserv concerns and use them to drive development via @KnowledgeBishop
Choypw

Dec 15 02:36:14
@Choypw Yes. Exactly what I thought. Thanks. #custserv
RoyAtkinson

Dec 15 02:35:04
@RoyAtkinson By channel, I actually mean communication platform or even touchpoint where customers communicate with each other. #custserv
Choypw

Dec 15 02:14:39
@Choypw Yes, I agree. But you said "channels." Can you describe? #custserv
RoyAtkinson

Dec 15 02:06:46
Survey gives what you want to know. VOC tells what customers want to share. #custserv
Choypw

Dec 15 02:05:52
@royatkinson Everywhere is an opportunity to collect VOC. #custserv
Choypw

Dec 15 02:05:22
RT @Choypw: Actions speak louder than words. Survey means nothing if there is no improvement action afterwards. #custserv Right on!
PhaseWare

Dec 15 02:04:25
@Choypw Can you explain why and how (in know it's hard in 140. :) #custserv
RoyAtkinson

Dec 15 02:03:22
RT @RoyAtkinson: Hello @amandakaufmann @mpace101 @Mr_Fastbucks @Choypw #custserv /Hi right back, my friend! Switching gears...
tedcoine

Dec 15 02:03:18
@Choypw say more #custserv
barrypeters

Dec 15 02:02:49
Identifying channels to collect VOC is better than doing surveys. #custserv
Choypw

Dec 15 02:02:34
Hello @tedcoine @amandakaufmann @mpace101 @Mr_Fastbucks @Choypw #custserv
RoyAtkinson

Dec 15 02:00:42
Actions speak louder than words. Survey means nothing if there is no improvement action afterwards. #custserv
Choypw

Dec 15 01:49:20
Read Keeping TABS (trends + anthropology + behaviour + strategy) from @Canvas8 http://slidesha.re/hJbnIk via @joepine
Choypw

Dec 15 01:48:56
If you want to win in business, you need to offer something tangibly valuable that the competition doesn't via @DisneyInstitute #cem
Choypw

Dec 15 01:48:37
People now expect interactions with companies to be as trustable as with their friends http://ow.ly/3paBW via @TMGmedia @DonPeppers #cem
Choypw

Dec 15 01:47:52
Are you optimizing your supply chain or satisfying your demand chain? http://bit.ly/ej6YUu via @ideationz
Choypw

Dec 15 01:43:34
RT @Choypw: Informal training is actually coaching. #tchat /That is true. Peer-to-peer, spontaneous coaching is necessary.
tedcoine

Dec 15 01:42:59
Simple and strong. RT @Choypw: Culture is internal branding. #TChat
TalentCulture

Dec 15 01:42:51
You can never train anyone if the person doesn't want to learn. #tchat
Choypw

Dec 15 01:42:39
RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat finally agree with something #hrlove
reginam_miller

Dec 15 01:42:29
RT @ABetterResume: RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat
galaxy93290

Dec 15 01:42:10
Informal training is actually coaching. #tchat
Choypw

Dec 15 01:41:25
Nice. RT @Choypw: Culture is internal branding. #tchat
Monster_WORKS

Dec 15 01:41:18
Culture is internal branding. #tchat
Choypw

Dec 15 01:39:24
Culture is about speaking common language and sharing common values. Birds of a feather flock together. #tchat
Choypw

Dec 14 19:23:06
@JeanneBliss @Choypw @JoachimJoseph Thank you for sharing my post "Lucky charms for enchanting customer experience" http://j.mp/eBpl4K
Lawsagna

Dec 14 17:22:59
@Choypw thanks for the mention :)
nateriggs

Dec 14 17:04:43
What Does Customer Delight Mean Anyway? http://bit.ly/holckT via @Assistly #cem
Choypw

Dec 14 16:41:10
5 Cutomer Coversation Types=Appreciation, Retention, Conversation, Re-Activation & Acquisition via @nateriggs @RLLHenry #sales
Choypw

Dec 14 16:37:18
Are customer experience shortcuts allowed? My thoughts on Do's & Don'ts: http://bit.ly/hxOf1C via @jeanniecw #cem #custserv
Choypw

Dec 14 16:34:25
RT @Choypw: Emotional and logical customer satisfaction: know the difference? http://goo.gl/fb/SfCEz via @YourCustomers #sales #cem
jimsmiller

Dec 14 16:29:42
Emotional and logical customer satisfaction: know the difference? http://goo.gl/fb/SfCEz via @YourCustomers #sales #cem
Choypw

Dec 14 10:48:12
#Ideas don't have owners, only #executives. (i) inspired by @Choypw @jacobyryan
CoCreatr

Dec 14 09:50:00
@Choypw I am your humble servant :-)
GrahamHill

Dec 14 09:49:48
Ideas don't have owners, only executors via @jacobyryan
Choypw

Dec 14 09:49:19
@GrahamHill Thank you Graham.
Choypw

Dec 14 09:43:58
@Choypw That was an 1984 article. It is hard to find. This article explains how to use the Kano model http://tinyurl.com/25nowqb
GrahamHill

Dec 14 08:28:37
@wimrampen For some reasons I never read @Customerthink anymore. I'm going to miss your thinking.
Choypw

Dec 14 08:27:52
@Choypw sorry to disappoint you.. in 1984 I was still playing with Lego technic ;)
wimrampen

Dec 14 07:59:58
It's ok not to add positive value, but it's not ok to add negative value. That's already good experience. #cem
Choypw

Dec 14 04:50:53
The 4Es of Marketing by Ogilvy http://bit.ly/h3QMdI #cem | Evangelism should be Engagement
Choypw

Dec 14 04:45:09
@wimrampen @GrahamHill Any chance you have a copy of "Attractive quality and must-be quality" by Kano? Please help.
Choypw

Dec 14 04:42:30
THE KANO MODEL: How to delight your customers http://bit.ly/eGZHhw #cem
Choypw

Tweets of 7-13 Dec 2010

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 @card4net @DianitaGuerraQ @valswisher @Choypw
ConvergentWorld

Dec 13 08:39:12
touchpoint quality is experience. #cem
Choypw

Dec 13 08:37:45
touchpoint quality is more important than touchpoint quantity. #cem
Choypw

Dec 13 08:30:03
Post it for everyone to see! RT @choypw: Truly listening to our customers http://twitpic.com/3f01al via @tedcoine @houseofbrew #custserv
ecocustomers

Dec 13 01:14:19
5 Things That Create Ridiculous Customer Experiences http://bit.ly/ceZbv8 via @EffectiveExp #cem #cex
Choypw

Dec 12 16:21:42
This Book helps you to move into the Digital era of awesomeness. Download it for free: http://bit.ly/4R9rth
Choypw

Dec 12 16:21:20
What is Service Design? http://bit.ly/9nuL2D via @medeamalmo @wimrampen #cem
Choypw

Dec 12 14:59:45
TY RTs @Aimee_Lucas @DeliverBliss @ChoyPW @TheDeskOnline | #FFs @AllyCat915 @Ty_Sullivan @AMANet @ExpertInService @RichardNatoli @KateNasser
WriteTheCompany

Dec 12 12:51:56
Thank you @PullNews @jhagel @IndrajitGupta @sushobhan @lsdelahoz @Choypw @webr3 @karpul @sonicviz @_dsiegel @pspsup http://x.co/LDfP
CoCreatr

Dec 12 09:03:14
We have reached a point in our history where lies are protected speech and leaking the truth is criminal via @jhagel @CoCreatr @JPBarlow
Choypw

Dec 12 04:50:02
Thankful for @ty_sullivan @M_ozgenli @ConvergentWorld @card4net @DianitaGuerraQ @valswisher @Choypw and @samrflores
KnowledgeBishop

Dec 12 04:22:19
Pleased you liked it! @Choypw Instead of asking "why me", try "What's next for me?" ~@KateNasser via @KnowledgeBishop #inspiration
KateNasser

Dec 11 20:57:39
Awareness creates choice @Earl52 @feistycoach @eandtsmom @socialmediasean @_StaceyChapman @HeatherEColeman @Choypw Thanks for RT. Peace, Jen
JenKuhnPR

Dec 11 19:25:38
Happiness is our value; it’s what makes people want to work for us, and is why our customers remain loyal to the brand via @DisneyInstitute
Choypw

Dec 11 18:43:10
Truly listening to our customers http://twitpic.com/3f01al via @tedcoine @houseofbrew #custserv
Choypw

Dec 11 18:37:00
"Quality in a product is not what you put into it. It is what the customer gets out of it." PETER DRUCKER via @tedcoine #custserv #cem
Choypw

Dec 11 18:34:49
Predicting Consumer Choices with Neuroeconomics http://tinyurl.com/2ddodgq via @GrahamHill @ralph_ohr #cem
Choypw

Dec 11 18:27:57
@Choypw Thanks Daryl! Happy weekend!
tedcoine

Dec 11 17:10:50
"Nearly all men can stand adversity, but if you want to test a man's character, give him power." Abraham Lincoln via @tedcoine #leadbiz
Choypw

Dec 11 13:51:31
7 Pillars of Customer Service http://tinyurl.com/38rxfly | problem solvers, solution finders, barrier busters via @bsdalton #custserv
Choypw

Dec 11 13:41:53
@Choypw thanks for the RT. Will check your work on toex.
josephfrancia

Dec 11 12:57:21
Instead of asking "why me", try "What's next for me?" via @KnowledgeBishop @KateNasser #inspiration
Choypw

Dec 11 12:56:38
As the old saying goes, if you don't know where you're going, anywhere is fine via @tedcoine @josephfrancia #leadbiz
Choypw

Dec 11 10:29:38
@wimrampen @GrahamHill That'd be great. Even slides would be better than nothing.
Choypw

Dec 11 08:57:51
#Disney experience? Magical? Nay! Waiting. Idling. Zero value co-creation!!! #cem
Choypw

Dec 11 07:03:47
@kfiveson Appreciate the mention!
Choypw

Dec 11 01:00:41
Domino’s Pizza Creates a New Experience http://bit.ly/fUCeqC via @joepine #cem
Choypw

Dec 10 22:55:04
RT @choypw: Customer experience with Keurig is the sum total of the whole http://goo.gl/fb/ObaaJ via @YourCustomers #custserv #cem
ecocustomers

Dec 10 14:02:01
Customer experience with Keurig is the sum total of the whole http://goo.gl/fb/ObaaJ via @YourCustomers #custserv #cem
Choypw

Dec 10 13:39:57
A little late, but still, thx 4 RT's @alextohme @Choypw @wimrampen @tdebaillon and of course @mrpandora :-)
gerdiend

Dec 10 13:27:05
#FF Faves @GuyWinch @ArtDuService @Ty_Sullivan @ChoyPW @KateNasser @Aimee_Lucas @RichardNatoli @DeliverBliss @Reaburn @Skip7547 @TraciBrowne
WriteTheCompany

Dec 10 12:04:23
"The future of business is not created, it is co-created" via @mich8elwu @rwang0 @briansolis #msm10
Choypw

Dec 10 09:57:40
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today by @choypw @peter_w_ryan
kfiveson

Dec 10 08:32:48
On the origin of ideas http://bit.ly/f70zIw via @wimrampen @rik_wuts @guidostompff
Choypw

Dec 10 08:25:00
Lots of great presenatations on 'service' to download from the BestServ Forum http://tinyurl.com/35jl2h8 via @GrahamHill #custserv #cem
Choypw

Dec 10 08:16:29
Thx @Choypw @TalentCulture @EMLYON_MS_MTI @BisnodeInteract @giffgaff_tweets @iterations @jsenft @hemantmmehta @gagan_s @gerdiend 4 RT's :)
wimrampen

Dec 10 06:29:19
Create Real Value Now, or Perish http://bit.ly/gNkXDm via @futurescape @rushkoff
Choypw

Dec 10 03:03:25
True influence comes with 1) Unique content 2) Insightful opinions 3) Interaction with your audience 4) Patience via @mich8elwu @lstigerts
Choypw

Dec 10 03:01:13
Worth Reading: How Valuable are #Customer “Saves” http://bit.ly/hsGtIs via @RichardNatoli @WriteTheCompany #CustServ
Choypw

Dec 10 01:55:41
5 leading business ideas for 2011 http://bit.ly/i5VM98 via @ErikPosthuma
Choypw

Dec 10 01:51:54
"Significance, the art of doing meaningful stuff that matters the most" via @ralph_ohr @umairh http://bit.ly/i5UtO5
Choypw

Dec 10 01:46:05
RT @ChoyPW - 8 of the Best Customer Experience Articles to Read - http://ow.ly/3mEjw - via @MichaelHinshaw #cem
WriteTheCompany

Dec 10 01:44:16
This might be genius http://ow.ly/3mRV3 via @MichaelHinshaw #cem
Choypw

Dec 10 01:42:22
Experiencing a Customer-Centric Culture in Action http://anni.es/ftKnVq via @cxpbootcamp #cem
Choypw

Dec 10 00:04:08
Lucky charms for enchanting customer experience http://j.mp/eBpl4K via @AddToAny @JeanneBliss #cem
Choypw

Dec 09 23:59:01
Will the Bad Economy Be Good for Customer Experience? http://t.co/jsdsJrA via @JeanneBliss #cem
Choypw

Dec 09 23:55:03
How to overcome negative brand perception http://anni.es/9x5kDg via @cxpbootcamp #cem
Choypw

Dec 09 23:31:32
8 of the Best Customer Experience Articles to Read http://ow.ly/3mEjw via @MichaelHinshaw #cem
Choypw

Dec 09 23:28:44
How #Zappos, #Foursquare and #Square reinvent the customer experience http://ow.ly/3lPC1 via @responsetek @harshdigital #socialmedia #cem
Choypw

Dec 09 23:18:51
Time-value trade-off is highly personal, based on jobs customer needs/wants to do & outcome to achieve via @wimrampen #innochat
Choypw

Dec 09 23:17:24
Time - Value is different from convenience in a sense that it acknowledges that if value increases more time can be invested via @wimrampen
Choypw

Dec 09 21:55:06
RT @choypw: Customer loyalty comes from conversation http://bit.ly/hK1whD via @Assistly #cem
ecocustomers

Dec 09 18:17:23
Thanks @Choypw, @SixDisciplines, @sreardon for RT's on Executing Strategy in China http://bit.ly/htNmNd
TheForumCorp

Dec 09 15:50:50
Hyper-Customized Vanity Purchases http://on.wsj.com/hKw8hV via @joepine #cem
Choypw

Dec 09 15:48:55
Listen to the Voice of Customers Experiences http://is.gd/ii8kP via @responsetek @rdnobile @kfiveson #CEM
Choypw

Dec 09 15:46:41
"The magic behind every outstanding performance is always found in the smallest of details." Gary Ryan Blair #quotes
Choypw

Dec 09 15:43:33
"Good decisions are based on relevant facts, not on opinions or guesswork." Decide & Deliver #leadbiz
Choypw

Dec 09 14:15:04
Read The Customer Service Weekly ▸ today's top stories are contributed by @choypw @hy_ly and @jimsmiller ▸ http://t.co/DaFeiLX
dawnamaclean

Dec 09 13:54:06
THE NOBEL PEACE PRIZE IS ALL BULLSHIT!
Choypw

Dec 09 12:39:45
Co-creating customer experience http://bit.ly/fMhlKp via @gerdiend #cem
Choypw

Dec 09 12:08:46
"How can I serve you?" is infinitely superior to "What can I sell you?" via @tedcoine #custserv #leadbiz #service #sales #biz #cem
Choypw

Dec 09 09:13:31
It's not when follow up is done, but how it is done. Create value at each follow up (touchpoint) for positive experience! #cem
Choypw

Dec 09 07:58:35
@Houthum Appreciate your RT!
Choypw

Dec 09 07:57:37
RT @Choypw Positive experience at each touchpoint means nothing if it's not relevant to the original need. #cem @telecommercenl #custserv
Houthum

Dec 09 06:30:02
RT @choypw: Some customer experiences include "Planned Inconvenience" http://bit.ly/ePQE2o via @WriteTheCompany @KnowledgeBishop #CustServ
ecocustomers

Dec 09 05:56:28
Positive experience at each touchpoint means nothing if it's not relevant to the original need. #cem
Choypw

Dec 09 05:31:10
After all, why bother with the scores?! It's ONE world for Christ's sake! Do something for the globe but not just for the West! cc @dan_roam
Choypw

Dec 09 05:28:28
But who wants the West to be in charge!? Nothing lasts. Get real! cc @dan_roam
Choypw

Dec 09 05:27:41
Obviously the West is worried about the global test scores. Why? Because they are afraid of losing the power to lead the world! cc @dan_roam
Choypw

Dec 09 04:46:02
Once bitten twice shy. So it's important to do it right the first time then maintain consistency. #cem
Choypw

Dec 09 04:04:19
@Choypw Definitely important to compete with yourself to improve!
Brainzooming

Dec 09 04:00:45
Who do you try to compete with? The strongest competitors...or the weakest competitors? via @mikebrown #strategy | Compete with yourself.
Choypw

Dec 09 03:33:06
TYVM! @RBCFocus @NaomiKarten @DawnaMacLean @ChoyPW for RTs ... & @Reaburn for the blog post mention.
WriteTheCompany

Dec 09 03:21:21
Some customer experiences include "Planned Inconvenience" http://bit.ly/ePQE2o via @WriteTheCompany @KnowledgeBishop #CustServ #cem
Choypw

Dec 09 03:19:50
RT @joepine: RT @Choypw: To share and view cool data visualizations, visit http://www.visualizing.org/ via @VirtualMR
ErikPosthuma

Dec 09 03:17:42
RT @Choypw: To share and view cool data visualizations, visit http://www.visualizing.org/ via @VirtualMR
joepine

Dec 09 03:17:07
Ops efficiency is a given. Not competitive advantage. Customer intimacy is a sustainable competitive advantage via @LiorStrativity #cem
Choypw

Dec 09 03:16:17
To share and view cool data visualizations, visit http://www.visualizing.org/ via @VirtualMR
Choypw

Dec 09 01:57:25
@choypw Thanks for the RT again!
ErikPosthuma

Dec 09 01:32:17
RT @Choypw: Your brand is only as genuine as attitude of your front-line staff: http://bit.ly/eUCwIj #cxp #cem #custserv via @jimsmiller
afranzgleneicki

Dec 09 01:30:37
RT @Choypw: Your brand is only as genuine as the attitude of your front-line staff: http://bit.ly/eUCwIj #cxp #cem #custserv via @jimsmiller
tedcoine

Dec 09 01:26:47
The 7 Habits of Highly Effective Customer Experience Leaders http://j.mp/fJ96z2 via @dawnamaclean @DeliverBliss #cem
Choypw

Dec 09 01:26:09
Your brand is only as genuine as the attitude of your front-line staff: http://bit.ly/eUCwIj #cxp #cem #custserv via @jimsmiller
Choypw

Dec 09 01:25:23
Service Untitled on Quality vs. quantity in customer service http://bit.ly/gXZIXf via @Assistly #custserv
Choypw

Dec 09 01:24:01
The IDIC model of relationship management http://tinyurl.com/2bfpjr8 via @DonPeppers
Choypw

Dec 09 01:22:28
The value of brand authenticity. http://post.ly/1JFsc via @ErikPosthuma #cem
Choypw

Dec 08 19:53:40
The 7 Habits of Highly Effective Customer Experience Leaders http://j.mp/fJ96z2 via @dawnamaclean #cem
DeliverBliss

Dec 08 16:30:19
@spokencomm @ericjacques @Choypw Thanks for the RT's!
responsetek

Dec 08 16:28:26
RT @ericjacques: RT @Choypw: The Secret to Customer Experience Excellence http://t.co/grq68JQ via @responsetek @performable #CEM < Love the
fredzimny

Dec 08 16:25:54
20 of the worst assumptions made by experts http://dld.bz/kkCa via @MarkTamis @PaulSloane | lol
Choypw

Dec 08 16:23:29
RT @ericjacques: RT @Choypw: The Secret to Customer Experience Excellence http://t.co/grq68JQ via @responsetek @Performable #CEM
spokencomm

Dec 08 16:20:14
RT @Choypw: The Secret to Customer Experience Excellence http://t.co/grq68JQ via @responsetek @performable #CEM < Love the examples!
ericjacques

Dec 08 16:18:15
@prem_k Good. It's a pity that we couldn't meet up.
Choypw

Dec 08 16:02:29
@choypw helping a client w/ 'social' ... starting w/ internal collab :)
prem_k

Dec 08 16:01:21
@prem_k What!? Gee!!! What a waste!!! What's your purpose of this trip though?
Choypw

Dec 08 15:54:34
@choypw am leaving tomorrow night :( u can mail me: 'apremkumar ..... gmail com'
prem_k

Dec 08 15:51:02
@prem_k When will you leave? I'll try again tomorrow.
Choypw

Dec 08 15:49:37
Executing strategy in China http://bit.ly/htNmNd via @TheForumCorp #leadership #execution | Read Art of War and Book of Changes.
Choypw

Dec 08 15:49:04
@choypw Thanks for the RT!
responsetek

Dec 08 15:44:07
The Secret to Customer Experience Excellence http://t.co/grq68JQ via @1to1MediaEditor @responsetek @performable #CEM
Choypw

Dec 08 14:54:28
"With experiences starting to trump goods... transumers are consumers driven by experiences." http://is.gd/i3dMH via @joepine #cem
Choypw

Dec 08 14:46:35
Awareness creates choice. Now that you know, what will you do? via @JenKuhnPR #leadchange #leadswag #cem
Choypw

Dec 08 14:45:26
Communicating value to the customer one step at a time http://bit.ly/g2t0za via @Assistly #cem
Choypw

Dec 08 12:12:42
How customer insight drives customer experience! http://t.co/gcfL18k via @JeanneBliss #cem
Choypw

Dec 08 11:48:46
@choypw seems my balance is low :(
prem_k

Dec 08 11:40:19
@prem_k My friend, is that the right mobile? I just called but couldn't reach anyone...
Choypw

Dec 08 11:26:33
RT @fredzimny:RT @Choypw: Why customer experience innovation matters now http://bit.ly/fvEyyk via @wimrampen #cem #custsrv
TweetDiscovered

Dec 08 11:26:09
RT @Choypw: Why customer experience innovation matters now http://bit.ly/fvEyyk via @wimrampen #cem #custsrv
fredzimny

Dec 08 10:04:28
Who is today’s customer? 5 consumer types you must satisfy to make 2011 a success http://bit.ly/eIlIAB via @OracleCRM #crm #customer #cem
Choypw

Dec 08 08:59:48
@Choypw tnx u4 rt Joseph Jaffe's Customer Service Manifesto http://ping.fm/JostQ #custsrv
fredzimny

Dec 08 07:13:23
Joseph Jaffe's Customer Service Manifesto http://ping.fm/JostQ via @fredzimny #custserv #cem
Choypw

Dec 08 04:57:20
The Challenge of Excellence is Consistency Not Repetition http://t.co/BTZNhJd via @KateNasser @KnowledgeBishop #leadbiz
Choypw

Dec 08 04:31:07
Designing the Customer Experience http://anni.es/9PaSSV via @cxpbootcamp @conversationagent #cem
Choypw

Dec 08 01:59:54
Good evening!! @RoyAtkinson @carolyn_ray @Toby_Metcalf @ty_sullivan @RichardNatoli @Choypw @Zendesk @action_jay @mentormarketing #custserv
BradLindemann

Dec 08 01:56:12
Hello @carolyn_ray @Toby_Metcalf @BradLindemann @ty_sullivan @RichardNatoli @Choypw @Zendesk @action_jay @mentormarketing #custserv
RoyAtkinson

Dec 08 01:54:38
How to Acquire and Retain Your Best Customers (Part 2) http://bit.ly/fDmax8 via @sarah_gore #cem
Choypw

Dec 08 01:53:55
How to Acquire and Retain Your Best Customers (Part 1) http://bit.ly/fjtZzr via @responsetek @sarah_gore #cem
Choypw

Dec 08 01:52:49
A Lesson in CX from the Grateful Dead: Put Your Customers in the Front Row http://bit.ly/9xXU5p via @9INCHmarketing #cem #custserv
Choypw

Dec 08 01:51:47
Key Offliine Customer Experiences http://ow.ly/3lmZ5 via @responsetek @meannie #CEM #CustServ
Choypw

Dec 08 01:49:23
Why customer experience innovation matters now http://bit.ly/fvEyyk via @wimrampen #cem
Choypw

Dec 07 18:52:40
@joepine @choypw thanks Joe! Can't wait to read it.
amy_megagem

Dec 07 18:01:36
Thank you for luv, RT's & mentions! Hope you are having a great Tuesday. @dannymack @BeyondMorale @Choypw
crmetrics

Dec 07 17:50:09
Yes!! RT @choypw: Customer loyalty comes from conversation http://bit.ly/hK1whD via @Assistly #cem
responsetek

Dec 07 17:14:59
@joepine Let me know. I've got the networks particularly in China.
Choypw

Dec 07 17:06:11
@Choypw Would love to do thinkAbout in Asia someday -- HK, Shanghai, or SIngapore -- but requires strong local marketing partner
joepine

Dec 07 17:03:42
@joepine That's too bad. Will you be interested to set up chapter in China and HK? I'd love to help and be part of it.
Choypw

Dec 07 16:57:41
@Choypw Experience Management Award given out with Experiences Stager of the Year at our annual thinkAbout event. Must be present to win....
joepine

Dec 07 16:56:15
@joepine How to participate in the Award...? Is it too late now?
Choypw

Dec 07 16:25:54
Win Experience Management Award as Amy Sanders did! I do appreciate your RTs Daryl RT @Choypw: @joepine Oh! How can I get a signed copy too?
joepine

Dec 07 16:24:02
@joepine Oh! How can I get a signed copy too?
Choypw

Dec 07 16:16:13
@meatloaf1 Appreciate your RT!
Choypw

Dec 07 16:14:34
@HYVE_CoCreation Appreciate your RT!
Choypw

Dec 07 15:02:23
The Social Network is inspiring, but it won't motivate me to use #Facebook more. I'll stick with #Twitter for a while. :)
Choypw

Dec 07 14:16:12
Customer loyalty comes from conversation http://bit.ly/hK1whD via @Assistly #cem
Choypw

Dec 07 14:14:07
7 Words That Sum Up Marketing Machine http://bit.ly/ffgp4U via @bsdalton @CustThermometer @ducttape #custserv #cem | That's touchline!
Choypw

Dec 07 08:58:35
Creating need is proactive. Solving problem is passive. Ignoring problem is stupid! Focus on value co-creation for great experience! #cem
Choypw

Dec 07 04:25:03
Grateful for @BridgetHaymond @lizstrauss @LadyEleanorA @RussLoL @Choypw @amidean @SonataNC and @rahelab
KnowledgeBishop

Dec 07 02:27:01
@prem_k Great! Talk soon. Have a great day!
Choypw

Dec 07 02:20:32
@choypw 62152506, I shud be free after 6PM
prem_k

Dec 07 02:14:39
@prem_k Yes! Your mobile? I'll call later today to see if we can meet up?
Choypw

Dec 07 02:11:09
@choypw yes :) are you back?
prem_k

Dec 07 02:00:40
@prem_k Hey! Still in HK?
Choypw

Dec 07 01:54:26
If you follow, thank you. If you follow and unfollow, you are just stupid. If you never follow, thank you very much. #ff
Choypw

Dec 07 01:52:17
Thank you for the follow. But if you don't know why you follow, please don't follow in the first place and waste time. #ff
Choypw

Dec 07 01:50:08
I did nothing to get more followers. I did nothing to get rid of more followers. They just come and go for no particular reason. #ff
Choypw

Dec 07 01:38:47
Only 50% were satisfied w/ their experience when not thanked http://bit.ly/hYnQTS via @responsetek @jimsmiller #custserv #cem
Choypw

Dec 07 01:36:22
Stories help us understand the complexity of things! http://bit.ly/cwJVK9 via @joepine @dscofield @jabaldaia
Choypw

Dec 07 01:31:51
"You can't have a relationship with a demographic, a group or a segment... only with an individual." via @kurtgenden @DonPeppers
Choypw

Dec 07 01:28:18
The 3 management styles that will take you where you want you to go http://ht.ly/3kVC1 via @tedcoine @Leadershipfreak
Choypw

Tweets of 30 Nov-6 Dec 2010

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 @joepine #cem
Choypw

Dec 06 17:42:46
@WilliamDeckers @consulardude @sybilb90 @jdregan @choypw @tedcoine Thanks for RTs and mentions!
Leadershipwatch

Dec 06 14:58:31
@Choypw tweetchat on Tuesday 12/14 at 9 pm EST to share ideas about how to #BeTheOne in 2011.
pdncoach

Dec 06 11:16:39
@Choypw It's on 12/14/2010. It's a one time event, not a weekly chat.
KnowledgeBishop

Dec 06 05:55:33
@KnowledgeBishop When is #BeTheOne tweetchat again?
Choypw

Dec 06 05:53:55
What exactly is brand experience? http://bit.ly/gnpM0Y #cem
Choypw

Dec 06 03:16:59
The Experience of a Lifetime: Erik Hauser & Experiential Marketing http://bit.ly/cuuwrk via @9INCHmarketing #cem
Choypw

Dec 06 02:13:26
What is the role of a customer experience agency? via @ErikPosthuma | Why we need this role?
Choypw

Dec 05 22:44:28
The Passion Economy http://bit.ly/hfLRT0 via @wimrampen
Choypw

Dec 05 13:31:03
@tedcoine @choypw @jdregan Thanks for the RTs!
Leadershipwatch

Dec 05 13:18:20
Great experience is when irrelevance is turned into relevance. #cem
Choypw

Dec 05 01:47:49
The 4 C’s of Best Buy’s Successful Customer Experience Strategy http://hub.am/i0v8Ax via @JeanneBliss #cem
Choypw

Dec 05 01:46:39
The Secret to Customer Experience Excellence http://t.co/B4YrnZZ via @JeanneBliss #cem
Choypw

Dec 04 16:27:09
@Choypw Thanks for the RT, Daryl. :)
ajleon

Dec 04 15:40:32
@jedlangdon Appreciate the RT! :)
Choypw

Dec 04 15:26:31
RT @Choypw: Great customer experience begins with great employee care! #cem < Couldn't agree more!
jedlangdon

Dec 04 15:20:42
Punctuality at meetings influences culture of punctuality = Promise-keeping in general, on-time deliveries, etc via @tom_peters
Choypw

Dec 04 15:20:27
@tom_peters I think it's important to understand why people don't like to be punctual.
Choypw

Dec 04 14:16:35
Leadership = Understanding that fighting Enemies will only create short term Focus, not Sustained Success via @Leadershipwatch #leadbiz
Choypw

Dec 04 06:06:14
When They Say You Can’t http://j.mp/dQcWux via @ajleon @DeliverBliss
Choypw

Dec 04 06:02:56
Great customer experience begins with great employee care! #cem
Choypw

Dec 04 03:10:02
@choypw thanks for the RT, Ogilvy says Social Selling is the future http://ht.ly/3jENH via @nedelsha #sales20
nedelsha

Dec 04 02:10:30
The 3 D's of customer experience: http://ow.ly/3jLzW via @HarvardBiz @responsetek #cem
Choypw

Dec 04 02:09:33
Customer Experience Bootcamp http://j.mp/eBXEeG via @DeliverBliss #cem
Choypw

Dec 04 00:08:53
RT @choypw: "Experience" is smtg we pass thru. So what happens & how do customes feel as they realize & solve a need? via @LindaIreland #CEM
responsetek

Dec 03 23:13:13
Nowhere in this HBR article, there's mention of the Customers' role http://bit.ly/hGMzuR via @wimrampen | Agreed! #cem
Choypw

Dec 03 23:09:04
"Experience" is something we pass through. So what happens and how do customers feel as they realize & solve a need? via @LindaIreland #CEM
Choypw

Dec 03 23:07:22
Ogilvy says Social Selling is the future http://ht.ly/3jENH via @nedelsha #sales20 #cem
Choypw

Dec 03 17:45:04
More #FF <3 @spokencomm @CustThermometer @Choypw @Tacamor @josephmichelli @jimsmiller @DawnaMaclean @zapposxperience #CustServ
responsetek

Dec 03 16:42:58
If you don't know why you want to #ff me, just don't. It's better for you not to #ff me than follow and unfollow later. That's stupid!
Choypw

Dec 03 14:25:34
#custserv chat #ff TY @guy1067 @enthused @dawnamaclean @amiee_lucas @choypw @stellaservice @marilysuttle @jenkuhnpr @ketelboeterpr
bsdalton

Dec 03 11:59:58
Thanks for the RTs and Mentions! @Charnell_W @Choypw @responsetek @steve_maul @kellaprice
splove1

Dec 03 01:30:17
@choypw Thanks for the RT!
responsetek

Dec 03 01:06:37
What's Your Customer Service Personality Type? http://bit.ly/gCmKSV via @responsetek @fastcompany #custserv
Choypw

Dec 03 00:02:34
@fromTXtoNC @Choypw Thanks for your RTs today.
jimsmiller

Dec 02 22:40:52
@responsetek Appreciate the RT! :)
Choypw

Dec 02 22:39:25
Tips for creating a great corporate culture? http://ow.ly/3h1ib via @DaleCarnegieNH @incmagazine
Choypw

Dec 02 22:38:04
Great customer service reps naturally have positive expectancy. They expect to solve every customer problem via @splove1 #custserv
Choypw

Dec 02 20:55:02
Well said! RT @choypw: Great experience either resolves problem or improves value. #cem
responsetek

Dec 02 17:31:37
Great experience either resolves problem or improves value. #cem
Choypw

Dec 02 17:24:19
@sarah_gore Appreciate the RT. :)
Choypw

Dec 02 17:22:55
What's after customization? Experience. http://bit.ly/hO2d7c via @curiosityatlas @thisismykea @joepine @treehouselogic #cem
Choypw

Dec 02 15:43:12
RT @Choypw: RE: @HarvardBiz Simply put, touchpoint creates experience, and it makes or breaks any relationship. http://disq.us/tmz73
sarah_gore

Dec 02 15:40:06
lizbigham just released a new article on top experience brands of 2010 http://bit.ly/fxBu3g via @joepine #cem
Choypw

Dec 02 15:17:01
Touchpoints Bring the Customer Experience to Life http://s.hbr.org/hKqh6L via @HarvardBiz #cem
Choypw

Dec 02 15:16:25
RE: @HarvardBiz Simply put, touchpoint creates experience, and it makes or breaks any relationship. http://disq.us/tmz73
Choypw

Dec 02 14:23:42
2 ways to build strong customer relationships http://bit.ly/egxTip via @jimsmiller #custserv #cem | Focus on rational and emotional needs.
Choypw

Dec 02 14:16:28
People aren't afraid of change. They do it all the time. They are afraid of being changed BY OTHER PEOPLE via @GrahamHill @elkcat #ServDes
Choypw

Dec 02 14:15:08
Employee Engagement: Take an individual approach for best results: http://wp.me/pq1jR-iO via @kenblanchard
Choypw

Dec 02 13:01:49
#servdes #ff
Choypw

Dec 02 13:00:05
Customer Experience Is Emotional http://bit.ly/gFe7qd via @tdebaillon @ralph_ohr @SAlhir #cem
Choypw

Dec 02 11:13:30
@vanbael lol! Let's wait and see. There will always be some other bad merchants. http://ow.ly/3iDHJ commented. #cem
Choypw

Dec 02 10:29:38
Brand expert David Aaker, pioneer in strategic approach to brands, has new blog http://bit.ly/eZstmJ via @DavidAaker @wimrampen @brandstrat
Choypw

Dec 02 10:27:50
People-Centered Marketing: An Introduction http://bit.ly/gXnI10 via @tdebaillon #cem
Choypw

Dec 02 08:35:14
@Choypw Nice update on the NYT story: Google changes rank algorithm in response to NYT story to detect bad merchants http://ow.ly/3iDHJ #cem
vanbael

Dec 02 07:27:51
@choypw Thanks for the continuous RT's! How are you doing? How is Hong Kong?
ErikPosthuma

Dec 02 05:19:16
experience is just an evaluation when it's a noun; it is an evaluation process (flow) when it's a verb. #cem
Choypw

Dec 02 04:53:20
The Ultimate Customer Experience. Easier said than done? http://j.mp/fWwgEz via @scottmckain @DeliverBliss #custserv #apple #cem
Choypw

Dec 02 03:54:02
@responsetek Appreciate the RT. | Brand experience begins in mind. Customer experience begins with senses. #cem
Choypw

Dec 02 03:27:54
Engineer amazing experiences. It's the only way to sell. http://post.ly/1HG5A via @ErikPosthuma #cem
Choypw

Dec 02 03:15:37
Linking Customer Loyalty to Growth http://mitsmr.com/eQBWOv via @mitsmr #cem
Choypw

Dec 02 02:40:17
Understanding the new consumer http://bit.ly/hFrR3l via @jimsmiller @johngerzema #consumerism #marketing #cem
Choypw

Dec 02 02:37:27
The most powerful colors in the world http://ow.ly/3gtHt via @colourlovers #cem
Choypw

Dec 01 21:15:03
RT @choypw: Improve customer experience by engaging employees http://lnkd.in/zqcAeA via @ErikPosthuma #cem
responsetek

Dec 01 20:10:02
Thx for the RTs: @SavvyMammi @Rhealthworks @extraorganize @KetelboeterPR @ChristynFreemon @ntarunkumar @needafrickinjob @Choypw @emimakinojp
AMAnet

Dec 01 19:11:55
Commented on: Customer Experience Simplified http://ow.ly/3ilxZ #custexp #cem /cc @choypw
DeliverBliss

Dec 01 19:11:48
TRUE! RT @choypw: Brand experience begins in mind. Customer experience begins with senses. #cem
responsetek

Dec 01 18:51:52
Mention/RT Thx to: @sreardon @karenphilip @steveroesler @DorothyDalton @dareneedo @JenKuhnPR @Choypw @Rey_Lopez @eicdocket @FollowtheLawyer
AMAnet

Dec 01 18:47:09
@choypw A bit slower going than I'd hoped, but well on the way. Thanks for asking! How are things in your neck of the woods?
MichaelHinshaw

Dec 01 17:39:51
@GrahamHill @prem_k Wish I could be there too. | Same here!
Choypw

Dec 01 17:29:46
Service profit chain is no longer valid, for it neglects the power of brand experience. #cem
Choypw

Dec 01 17:27:22
20 Customer Service Statistics for 2011 http://bit.ly/egs19r via @Assistly #custserv #cem
Choypw

Dec 01 17:23:53
Improve customer experience by engaging employees http://lnkd.in/zqcAeA via @ErikPosthuma | That's just Service Profit Chain #cem
Choypw

Dec 01 17:20:50
The 4 P's of strategy creation: People, Purpose, Process, Payoff http://ow.ly/3hK7H via @AMAnet
Choypw

Dec 01 17:02:54
Thank you. RT .@Choypw: Words are power. Choose wisely. Peace. via .@JenKuhnPR
JenKuhnPR

Dec 01 16:22:23
Back to the Basics of Happiness: Smile! http://ow.ly/3hJVV via @AMAnet @colettecote @gretchenrubin #cem
Choypw

Dec 01 15:56:05
Suspect is a target identified w/o knowledge of a need. Prospect identifies need via @pgreenbe @rickmccutcheon #rotmancrm
Choypw

Dec 01 15:53:01
@Choypw Hi, Daryl!
Assistly

Dec 01 14:43:09
Customer Experience Optimization http://bit.ly/dumbEN via @Assistly #cem
Choypw

Dec 01 14:41:19
Voice of the Customer Trends in 2011 http://hub.am/efy8zw via @wimrampen @JHenning #MRX
Choypw

Dec 01 12:39:57
@AMAnet @Choypw @mariacberrios @marlamarkman @kstookey @RUTraining @pmtrainer @BrunoVanneste @mahernandez1 @ryanbow #teamfollowback
apombalivre

Dec 01 12:35:13
It's not WHERE you start OR where you finish: It's THAT you start! via @barefoot_exec @KnowledgeBishop #motivation
Choypw

Dec 01 12:35:02
Thanks for the RTs! @Choypw @mariacberrios @marlamarkman @kstookey @RUTraining @pmtrainer @BrunoVanneste @mahernandez1 @ryanbow
AMAnet

Dec 01 11:14:44
@prem_k @Choypw Try and find time to meet up. You are both great guys with a lot to talk about. Wish I could be there too.
GrahamHill

Dec 01 10:59:10
Brand experience is not experience as economic offering either! via @joepine #cem | Agreed!!!
Choypw

Dec 01 10:57:12
Is not experience as economic offering either! RT @Choypw: Brand experience is not customer experience! #cemI
joepine

Dec 01 10:56:27
Brand experience is not customer experience! #cem
Choypw

Dec 01 10:55:22
Brand experience begins in mind. Customer experience begins with senses. #cem
Choypw

Dec 01 10:54:47
Brand experience is defined by customer but based on interactions between customer and brand. #cem
Choypw

Dec 01 10:54:28
Customer experience is defined by customer based on interactions between customer and brand, customer and employee. #cem
Choypw

Dec 01 10:22:14
@Choypw Yes, the walk was quite interesting, more life than in Times Sq, NYC! Am staying in Causeway Corner - serviced apartments.
prem_k

Dec 01 10:19:29
@prem_k Hm... HK$25 sounds reasonable. Hope you enjoyed the walk though. You're staying in Holiday Inn opposite of Times Square?
Choypw

Dec 01 10:16:43
RE: @HarvardBiz It really depends on how you want to define best customers. It's difficult to convince biz owners tha… http://disq.us/tii1n
Choypw

Dec 01 10:08:37
@choypw Daryl, SOGO did not have 1. Had to buy from a retail shop nearby. Paid HK$25.Working fine thus far. :D Tx 4 the help! :)
prem_k

Dec 01 09:27:01
@Choypw tx! I'll go check out SOGO before my laptop gives up :)
prem_k

Dec 01 09:24:37
@prem_k Cool! It's a city that never sleeps! Enjoy your stay here.
Choypw

Dec 01 09:22:24
@Choypw yes, first time east of Singapore actually & already loving it! :)
prem_k

Dec 01 09:17:59
@prem_k Great! I'll let you know when I'm back. First time in HK?
Choypw

Dec 01 09:14:51
@choypw I shud be here at least till 8th, at max till 14th. :) Tx I'll try SOGO.
prem_k

Dec 01 09:14:00
@prem_k Never try the retail shop. They are not reliable. Or you can ask the hotel for it.
Choypw

Dec 01 09:12:39
@prem_k Oh I'm away from HK, but will be back early Dec. Let's meet for sure. Try SOGO. They won't cheat you.
Choypw

Dec 01 09:10:19
@choypw any idea where can I buy an international power adapter around Causeway Bay?
prem_k

Dec 01 09:08:20
@Choypw am already here, staying in Percival street, near Causeway Bay station. Would be glad to meet you! :)
prem_k

Dec 01 09:06:20
@prem_k When will you reach HK? Let me know and possibly I can show you around. :)
Choypw

Dec 01 09:01:02
@choypw tx a lot Daryl! :) I am overwhelmed! tx @grahamhill :)
prem_k

Dec 01 08:37:34
@prem_k Learned from @GrahamHill that you're coming to HK. If you need anything, let me know.
Choypw

Dec 01 08:10:52
Thanks @GreenbizStartup @ssusarla @Choypw @futurescape @commutiny for RTs/mentions.
nedkumar

Dec 01 07:46:51
Does CSR initiatives create real economic value? (LSB's Business Strategy Review) http://goo.gl/lzjGb via @nedkumar
Choypw

Dec 01 05:00:29
@choypw @spokencomm @responsetek @jimsmiller @dealertraining @customers_shoes thx for the RT's today!
cxpbootcamp

Dec 01 04:52:37
If you have limited time with people, give them big ideas, not little details via @Brainzooming #BeOriginal
Choypw

Dec 01 04:52:05
Passion equals meaning. Meaning equals engagement. Engagement equals jaw-dropping, breath-taking work via @iannarino @KetelboeterPR
Choypw

Dec 01 03:56:30
Grateful for RT's and convo w @dawnamaclean @Choypw @DeliverBliss @ecocustomers @gregbeavers @jimsmiller Great to trade ideas w/you.
LindaIreland

Dec 01 03:17:41
Words are power. Choose wisely. Peace. via @JenKuhnPR
Choypw

Dec 01 02:30:31
The emotional result sways future decisions http://j.mp/idLiXm via @drmeaningful @DeliverBliss
Choypw

Dec 01 02:25:11
Customer “relationships” -The door swings both ways http://anni.es/aNdAS6 via @cxpbootcamp #cem #cxp
Choypw

Dec 01 01:20:14
When you talk, do you focus on the transaction or your interaction? #Leadership | http://ow.ly/3hB0t via @AMAnet
Choypw

Nov 30 23:22:06
Thank you for the RTs @sageukCRM @choypw @effectiveCRM @CRMoutsiders and for adding to the convo @mktgmann You all rock!
bcarroll7

Nov 30 22:55:02
@choypw Thanks for the RT friend!
responsetek

Nov 30 22:06:34
@Choypw that is does.
sarah_gore

Nov 30 21:35:48
@vanbael @sarah_gore Well... e=mc2. lol!
Choypw

Nov 30 21:34:18
Customer Experience counts http://ow.ly/3hxod via @ClienteerHub @responsetek #CEM
Choypw

Nov 30 21:32:04
"The world will belong to those who create something scarce, not something cheap." http://bit.ly/eVQdXs via @frogdesign
Choypw

Nov 30 19:30:16
@choypw @sarah_gore Hard (if not impossible) to capture customer exp in a formula. No need to either imo. But I follow your reasoning Daryl.
vanbael

Nov 30 19:15:56
@Choypw thanks for that RT!
CustomerProfit

Nov 30 17:19:59
2011 planning? Don't forget these free CRM resources to spur some ideas: http://www.customer.com/resources/ via @CustomerProfit #crm
Choypw

Nov 30 17:17:13
experience is the evaluation of value created at touchpoint... evaluation based on gap between expectation and performance? #cem
Choypw

Nov 30 16:57:41
RT/Mention thx: @DaleCarnegieNH @AshmiNYC @JasonKapler @stephfierman @MarkLPeterson @hflorentine @pattywoodley @jfbproduction @Choypw
AMAnet

Nov 30 16:57:18
You have to have domain credibility in order to have real influence via @bsdalton @BrentLeary @mich8elwu #rotmancrm
Choypw

Nov 30 16:55:26
In Negotiations, Play Stupid to Win Smart http://s.hbr.org/gaw3IP via @HarvardBiz
Choypw

Nov 30 16:50:04
@choypw Thanks for the RT! Hope you're having a lovely Tuesday!
responsetek

Nov 30 16:29:20
Rigidity is enemy of agility. #innovation
Choypw

Nov 30 16:21:49
@cxpbootcamp @Choypw Thanks for the RTs on the Ultimate Definition of Customer Experience
jimsmiller

Nov 30 16:19:14
Sales people have to up their game because buyers are smarter than ever. h/t @pgreenbe #sales
Choypw

Nov 30 15:52:49
@Choypw Thanks so much for sharing the Woody Hayes quote. Hope you are well!
KetelboeterPR

Nov 30 15:44:04
RT @choypw: The Ultimate Definition of Customer Experience from Forrester http://bit.ly/fUvmEV via @andy_mcf @jimsmiller #cem
cxpbootcamp

Nov 30 15:42:04
Eliminating bad employees to improve employee engagement http://tinyurl.com/2f4adhh via @DonPeppers | Then you have to eliminate loads!
Choypw

Nov 30 15:40:45
The Ultimate Definition of Customer Experience from Forrester http://bit.ly/fUvmEV via @andy_mcf @jimsmiller #cem
Choypw

Nov 30 15:40:01
First Impression: Eight Ways to Avoid a Bad One http://bit.ly/gXV6Rz via @sarah_gore @SpinSucks
Choypw

Nov 30 14:54:22
Too many choices leads to paralysis. more choise ==> less purchase via @dilipsoman @mich8elwu #rotmancrm
Choypw

Nov 30 14:48:15
Most people already have what they NEED, but what they WANT is a function of what others people want via @dilipsoman @mich8elwu #rotmancrm
Choypw

Nov 30 14:39:48
Value to customer when you do something that they can't do it themselves or better than they can via @dilipsoman @pgreenbe #rotmancrm
Choypw

Nov 30 14:01:34
Hmmmmm. RT @Choypw: Experience = Performance – Expectation(Perception)? http://ow.ly/3hqvp cc @vanbael #cem
sarah_gore

Nov 30 13:52:03
@choypw Many thanks for your comment and RTs Daryl. Will reply later today.
vanbael

Nov 30 13:51:05
Experience = Performance – Expectation(Perception)? http://ow.ly/3hqvp cc @vanbael #cem
Choypw

Nov 30 13:36:46
Pain is pleasure! http://ow.ly/3hpl3 cc @vanbael #cem
Choypw

Nov 30 13:26:27
Appreciation for the RTs: @lynnelee @cricketdq @HartmanInvSystm @mcneil_77 @zeimu110 @Choypw @imgr8fulfor @ryokucya5 @Craffiescoach
TheSCICoach

Nov 30 13:02:10
@choypw The Customer's perception of value is largely determined by the alignment of performance and expectations - http://ow.ly/3hqvp #cem
vanbael

Nov 30 13:00:20
@choypw Not exclusively, but expectations form the benchmark against which customers evaluate the value of received products and services.
vanbael

Nov 30 12:57:39
@vanbael Is experience simply about expectations? If need is initiated by customer, there is no way firm can set expectations?
Choypw

Nov 30 12:53:42
@choypw As long as the experience is positve both ways: absolutely!
vanbael

Nov 30 12:48:28
@vanbael lol! Copied from the film "Hitch." Sustainability... is about consistency. Consistent positive experience gives sustainability?
Choypw

Nov 30 12:18:25
@choypw … Talking about customer experiences, what do you think about this story? http://ow.ly/3hpl3 Shocking...
vanbael

Nov 30 12:15:45
@choypw You're very welcome :)
vanbael

Nov 30 12:15:14
@choypw Basic principles of #cem: Set the right expectations, meet these expectations, occasionaly exceed these expectations to top it off.
vanbael

Nov 30 12:11:15
@choypw: "Basic principles of #cem? There are none! Just give what customers want and make them happy" < Really? Is this sustainable biz?
vanbael

Nov 30 12:11:06
Winners fail countless times. Countless because we don't count them. Each time, we learn. via @CraigWilkey @kandy20x @malfletcher @tedcoine
Choypw

Nov 30 12:10:30
@MichaelHinshaw I remember you saying that you'd write a book on Touchpoint? How's it going now?
Choypw

Nov 30 12:09:47
@vanbael True! Cocreate to deliver win-win outcomes! TYVM for reminding me. :)
Choypw

Nov 30 12:01:59
@choypw Well, it's all about mutually beneficial relationships isn't it? I always consider both the customer's and the company's perspective
vanbael

Nov 30 11:41:03
Bosses can survive being disliked. Cannot survive being laughed at. via @tom_peters
Choypw

Nov 30 09:50:44
Basic principles of #cem? There are none! Just give what customers want and make them happy.
Choypw

Nov 30 09:27:00
@vanbael Wait... are we speaking from the customer's perspective? Who really cares about reward for firm? Just make me happy!
Choypw

Nov 30 05:55:21
Employees are the first/biggest cost-cutting measure for most! | Employee first?! @DeliverBliss @bsdalton @Reaburn
Choypw

Nov 30 05:30:44
Show Some Empathy to Your Customers http://ow.ly/3gVVm via @LindaIreland @Reaburn @ericjacques @michaelaroberto #cem
Choypw

Nov 30 05:20:09
Fire Your Inner Critic. Hire Your Inner Coach! http://ht.ly/3gqba via @chrisbrogan @AMAnet #Career
Choypw

Nov 30 05:19:04
"Paralyze resistance with persistence." Woody Hayes via @TheSCICoach @KetelboeterPR
Choypw

Nov 30 05:17:04
"It Takes 12 positive service experiences to make up for one negative experience." Ruby Newell-Legner via @jimsmiller #custserv #cem
Choypw

Nov 30 05:15:40
"Brand touchpoints put customers in touch with vital parts of their lives. If they don’t, they’re mostly brand gestures." Brian Phipps #cem
Choypw

Nov 30 05:13:33
A Customer's Experience IS Worth Billions http://bit.ly/dY7sXB via @JustinFlitter @retexperience @forestanderson #cem
Choypw

Nov 30 05:10:31
"Trust is the bandwidth of human communications." Karl Sveiby via @tedcoine
Choypw

Nov 30 05:08:17
Guarantee the Customer Experience – Remove Price and Worry from Buying Decisions http://anni.es/aFkrTz via @cxpbootcamp #cem
Choypw

Nov 30 04:42:30
Correlation between customer experience and business results http://forr.com/igup6P via @responsetek @adobecem @forrester #cem
Choypw

Nov 30 04:35:46
Measuring customer experience in biz performance: 4 metrics for the second step http://j.mp/fViHf7 via @LindaIreland #cem #custexp
Choypw

Nov 30 04:34:33
An interactive timeline of the CRM software industry http://bit.ly/hkO2Bb via @bcarroll7 #crm #scrm
Choypw

Nov 30 01:40:06
@tlbooey @KBAngelli @elodiechizat @Choypw @vanbael thx for the conversation and rt's today!
meannie

Tweets of 23-29 Nov 2010

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 18:25:02
RT @jimsmiller: RT @Choypw: 25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
responsetek

Nov 29 15:32:43
RT @Choypw: 25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
jimsmiller

Nov 29 15:09:37
@vanbael @CustThermometer @meannie Acquisition is the basis for biz; engagement is the basis for successful biz? #cem
Choypw

Nov 29 14:54:19
25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
Choypw

Nov 29 14:07:31
@CustThermometer @meannie @Choypw Customer retention is the basis for biz, customer engagement is the basis for successful biz, no? #cem
vanbael

Nov 29 14:00:38
Retention is the new acquisition via @custthermometer @cxpbootcamp #custserv #cem #cxp
Choypw

Nov 29 10:35:42
On pricing & psychology http://ht.ly/3gwbJ via @thinktank_ @WSJ | Doubtful!
Choypw

Nov 29 09:36:57
Different aspects of service design http://j.mp/iiru2u via @brandstrat @lixindex @jonaspersson
Choypw

Nov 29 03:18:18
touchpoint mapping is just a map if experience created along touchline isn't designed to motivate user to move forward. #cem
Choypw

Nov 28 15:35:24
Customer practices are to branded customer experiences what customer value-in-use is to customer lifetime value via @GrahamHill #cem
Choypw

Nov 28 05:31:05
@choypw Thanks for the RT!
ErikPosthuma

Nov 27 14:16:12
Discipline: The choice between what you want NOW or what you want MOST via @mikehenrysr @KnowledgeBishop
Choypw

Nov 27 13:06:11
The learning zone lies just beyond the comfort zone h/t @RascalTweets via @KnowledgeBishop
Choypw

Nov 27 10:30:28
When you are able to "humanize" your #business, your #sales will grow. h/t @ErikPosthuma
Choypw

Nov 27 10:27:08
Without experience design, touchpoint mapping is pointless. #cem
Choypw

Nov 27 03:09:21
@Customers_Shoes Appreciate the mention! Have a great weekend!
Choypw

Nov 26 22:05:54
RT @Choypw: Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
dealertraining

Nov 26 22:05:53
RT @Choypw: Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
Customers_Shoes

Nov 26 19:01:19
"Good evening everyone, hope you've had a productive week. #FF's go to
@Cogiva @Choypw @Cotswolds_Best @josephmichelli @greggfraley"
Customers_Shoes

Nov 26 17:56:24
Thanks for the RT guys :) @russellsmith21 @ErikPosthuma @Choypw
janinejurji

Nov 26 16:17:39
RT @newworktrends: RT @Choypw: Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
Customer1CRM

Nov 26 15:55:32
@GrahamHill sure obvious, but nice to see some stats and empirical evidence about it and I like modeling, too ;-) @wimrampen @Choypw
Agotthelf

Nov 26 15:54:11
The only innovation and collaboration metric that matters? http://tinyurl.com/38tv4j5 via @GrahamHill @publivate
Choypw

Nov 26 15:30:36
@Agotthelf @wimrampen @Choypw I have seen the same inverted U-shaped curve in a number of studies & books over the years. Isn't it obvious?
GrahamHill

Nov 26 15:25:19
@Choypw sorry for the late answer: you ´re right according to this study http://tinyurl.com/39gfcln RE:salespeople @wimrampen @GrahamHill
Agotthelf

Nov 26 11:26:41
Credibility is built by delivering results consistently. Results are achieved through thorough understanding of needs. #management
Choypw

Nov 26 03:32:16
Becoming a Customer Experience-Driven Business http://bit.ly/bRomUw via @ErikPosthuma @janinejurji @uxfeeds #cem
Choypw

Nov 25 19:45:02
@choypw Thanks for the RT! =)
responsetek

Nov 25 17:08:59
How to enchant customers! http://om.ly/BCzBc via @GuyKawasaki @responsetek #custserv #cem
Choypw

Nov 25 16:46:02
Values are like fingerprints. Nobody's are the same, but you leave 'em all over everything you do. Elvis Presley via @cineandreea #cem
Choypw

Nov 25 16:25:12
@thespilak @Choypw @NewWorkTrends Thanks for the RT! Happy Thursday!
responsetek

Nov 25 13:48:11
Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
Choypw

Nov 25 06:47:27
@wimrampen @GrahamHill @Agotthelf Most salespeople are customer-oriented, but are also result-driven... just need to balance between both.
Choypw

Nov 25 06:37:41
@GrahamHill or does it conclude that sales people can be too customer oriented? One could question if it then still is ;) (cc @Agotthelf )
wimrampen

Nov 25 04:50:35
RT @Choypw: Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
NewWorkTrends

Nov 25 04:44:09
How to Build a Productive, Profitable and Sustainable Organization http://t.co/nJq5i4Y via @DeliverBliss @tedcoine
Choypw

Nov 25 04:39:17
@Choypw tnx u4 rt the-new-sharing-economy http://slidesha.re/gTxf4t #custsrv #collcons #thingsihavedonein2010
fredzimny

Nov 25 04:28:42
RT @Choypw: "Wow" is not a checklist. It is an everyday act of creating a memorable experience to inspire loyalty. via @Lisa_A_Ford
joepine

Nov 25 04:27:27
"Wow" is not a checklist. It is an everyday act of creating a memorable experience. The goal: to inspire loyalty. #custserv via @Lisa_A_Ford
Choypw

Nov 25 04:23:31
The-new-sharing-economy http://slidesha.re/gTxf4t #custsrv #collcons via @fredzimny
Choypw

Nov 25 03:59:48
Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
Choypw

Nov 24 19:49:39
Thanks for the Rt's! @choypw @jimsmiller @Assistly
cxpbootcamp

Nov 24 18:24:04
Quality RT @Choypw: The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
9INCHmarketing

Nov 24 17:29:21
Five Approaches to Sales Training #Sales #Management http://ht.ly/3eosd via @AMAnet @clomedia
Choypw

Nov 24 17:27:12
Good #strategy read. The Right to Win (Strategy+Business PDF) http://goo.gl/IxMoX via @raesmaa @nedkumar
Choypw

Nov 24 15:20:14
Gr8 post! RT @Choypw: The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
KetelboeterPR

Nov 24 15:09:55
Five Employee Engagement Myths. http://bit.ly/dXWTPK via @davidzinger @ericjacques
Choypw

Nov 24 14:26:19
The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
Choypw

Nov 24 14:09:13
When It's Darkest Men See the Stars: http://wp.me/prGQZ-1SX via @sgblank | Does it matter who's going to fall as long as the globe's fine?
Choypw

Nov 24 14:06:00
Appreciating RTs @JeffreyJKingman @PhaseWare @tedcoine @KetelboeterPR @GarrettIra @RobertJames1 @joyllceocoocio @Choypw @jkingsbury
MAltaee

Nov 24 11:57:45
Balancing Risk and Return in a Customer Portfolio http://tinyurl.com/38j2vfl via @GrahamHill
Choypw

Nov 24 04:58:25
In top performing companies, customer and employee experiences are both great, and based on shared interests. via @LindaIreland #cem
Choypw

Nov 24 04:45:35
"If you want to stand out, don't be different, be outstanding" M. West via @DennisMee @LindaIreland @jorgebarba @JenKuhnPR #leadchange
Choypw

Nov 24 03:32:55
Back at you! RT @Choypw: TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
LindaIreland

Nov 24 03:11:08
"Google's not a real company. It's a house of cards." Steve Ballmer
Choypw

Nov 24 03:07:39
Thanks @PhaseWare @KarenLocker @tedcoine @ABHuret @LouImbriano @melissa_ful @skip7547 @Choypw @JenKuhnPR @datasquirt @RobertJames1 #custserv
RoyAtkinson

Nov 24 02:55:55
past experiences showed me unhappy employees are unhappy with life RT @Choypw: ...There are always unhappy employees. #custserv
derekWwyatt

Nov 24 02:53:47
Treat people like people, and they'll treat people like people via @the_jessicarae @tedcoine #custserv
Choypw

Nov 24 02:51:59
It's naive to think you can make every employee happy. Face the fact! There are always unhappy employees. #custserv
Choypw

Nov 24 02:51:56
Thnk u 4 mention/RT's: @jeffreyjkingman @marcio_saito @choypw @ABHuret @berksonO @EYellin @MarshaCollier @RoyAtkinson @skip7547 @barrypeters
BTLindemann

Nov 24 02:50:58
Encouraging unhappy employees is like pushing a wet noodle, not very effective via @PatRobeck1ofHis | But still have to do it! #custserv
Choypw

Nov 24 02:48:19
RT @Choypw: Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story. #custserv
darleenw

Nov 24 02:48:09
RT @Choypw: Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story. #custserv
JeffHarbert

Nov 24 02:47:49
Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story.
Choypw

Nov 24 02:43:18
RT @darleenw: Trust is very large part. | @joepine would say "authenticity." :) #custserv
Choypw

Nov 24 02:33:33
RT @Marcio_Saito: RT @choypw: First impression counts. Consistency matters!> you can recover if remain consistent after. #custserv
darleenw

Nov 24 02:33:32
Yes - right up there with managing expectations! RT @Choypw: First impression counts. Consistency matters! #custserv
gregortbach

Nov 24 02:32:43
RT @choypw: First impression counts. Consistency matters! #custserv
Marcio_Saito

Nov 24 02:32:40
RT @Choypw: First impression counts. Consistency matters! #custserv
KateNasser

Nov 24 02:32:19
First impression counts. Consistency matters! #custserv
Choypw

Nov 24 02:30:35
Mood is internal. Attitude is what you project to others. My mood cannot impact my ability to provide exc service via @JenKuhnPR #custserv
Choypw

Nov 24 02:28:50
To give great #custserv, make your company a HIT: Hire for attitude. Inspire through pride. Train in skills via @tedcoine #cem
Choypw

Nov 24 02:28:27
RT @Choypw: @BTLindemann Or should we ask are happiness and expectations related at all? - Absolutely!! #custserv
KateNasser

Nov 24 02:27:50
@BTLindemann Or should we ask are happiness and expectations related at all? #custserv
Choypw

Nov 24 02:27:05
Agree! RT @Choypw: First impression counts! It sets expectations! #custserv
RoyAtkinson

Nov 24 02:23:55
Employee engagement is the basis for excellent #custserv. #custserv
Choypw

Nov 24 02:20:44
First impression counts! It sets expectations! #custserv
Choypw

Nov 24 02:19:46
First contact resolution is key to a great #customerexperience http://anni.es/aSVnWa. It applies to #custserv too! @cxpbootcamp #custserv
Choypw

Nov 24 02:18:24
@Choypw #custserv Would you agree/disagree that "happiness" is same as meeting/exceeding one's service expectations?
BTLindemann

Nov 24 02:15:25
Winning #custserv should be proactive. And everyone is accountable for that! Not just frontline! #custserv
Choypw

Nov 24 02:13:28
The experience an employee creates for the customer is their personal choice. Its abt leadership, mgrs and choice via @JenKuhnPR #custserv
Choypw

Nov 24 02:11:35
EXCELLENCE customer service is about creating happiness for customers. h/t @maltaee #custserv
Choypw

Nov 24 02:09:33
Creating a positive experience costs NOTHING, just the time to INSPIRE emps. to care & b proud to do it via @KateNasser @JenKuhnPR #custserv
Choypw

Nov 24 02:06:02
@Choypw It absolutely is. Part of it is that even those skilled at their jobs are not always good trainers/teachers/coaches
THO_R

Nov 24 02:03:35
RT @KetelboeterPR: They focus on doing the right thing because its the right thing to do. #custserv
Choypw

Nov 24 02:02:37
@THO_R True... and that's stupid.
Choypw

Nov 24 02:02:25
Thank you for stopping in, @Choypw! #tchat
TalentCulture

Nov 24 02:01:59
@Choypw I agree training takes time. Just seems many orgs don't see the ROI, so they instead hire those who are "perfect" & "don't need it"
THO_R

Nov 24 02:01:29
Done #tchat and #leadershipchat. Now #custserv! lol! #custserv
Choypw

Nov 24 01:56:49
@THO_R Everything takes time, especially people development. #tchat
Choypw

Nov 24 01:55:06
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
everkute

Nov 24 01:54:50
@ErikPosthuma Ditto.
Choypw

Nov 24 01:52:14
First contact resolution is the key to a great #customerexperience http://anni.es/aSVnWa #cem #cxp via @jimsmiller @cxpbootcamp
Choypw

Nov 24 01:49:16
But that takes time... ;) RT @Choypw If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later #tchat
THO_R

Nov 24 01:46:25
Excellent post by @jhagel & @jseelyebrown: Do You Have a Growth Mindset? http://s.hbr.org/g8bdzH via @ralph_ohr
Choypw

Nov 24 01:45:42
Agreed. RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
MeganGrissett

Nov 24 01:45:08
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
EricLeist

Nov 24 01:45:06
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
AliciaSanera

Nov 24 01:44:56
If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
Choypw

Nov 24 01:43:18 @KateNasser Well... practice makes perfect. I have experienced that myself. Fake all the way thru. Nothing is impossible. #tchat
Choypw

Nov 24 01:39:49
Then you have to measure first 3 mos. RT @Choypw: Role playing doesnt work. Professional interviewees can still make it thru. #TChat
KevinWGrossman

Nov 24 01:39:47
The best leadership style is just like the invisible hand. It's leading without managing. #leadershipchat
Choypw

Nov 24 01:39:19
@choypw Morning there! Hope you have a good one!
ErikPosthuma

Nov 24 01:38:32
@Choypw I respectfully disagree on this one. #tchat
KateNasser

Nov 24 01:37:55
Role playing doesn't work. Professional interviewees can still make it thru. #tchat
Choypw

Nov 24 01:37:22
RT @Choypw: Smart interviewees know how to fake during interviews. Interviewers can overcome this! Use role playing not just ? #tchat
EricLeist

Nov 24 01:37:09
Selection is only the first step in the employee experience cycle. #tchat
Choypw

Nov 24 01:36:56
RT @Choypw: Smart interviewees know how to fake during interviews. - Interviewers can overcome this! Use role playing not just ?? #tchat
KateNasser

Nov 24 01:36:03
It got me my job now! I am paying for it! Oy! >RT @CyndyTrivella: RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
IanMondrow

Nov 24 01:35:50
RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
ValueIntoWords

Nov 24 01:35:44
Smart selection is important, but it's more important to provide on-the-job training and coaching. #tchat
Choypw

Nov 24 01:35:10
They sure do! > RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
CyndyTrivella

Nov 24 01:34:44
Smart interviewees know how to fake during interviews. #tchat
Choypw

Nov 24 01:33:02
Cultural fit is more important. #tchat
Choypw

Nov 24 01:32:25
We don't use MBTI anymore because you can't really assess anyone using this kind of tools. #tchat
Choypw

Nov 24 01:30:48
Forrester's definition of "customer experience" http://bit.ly/gFPIBQ via @responsetek @rrogowski_cxp @hmanning #cem
Choypw

Nov 24 00:08:40
@Choypw Daryl, thanks for the nice comments - it is an honor to be on your list
jimsmiller

Nov 23 21:23:25
Thank you for engagement and RTs @KiaMousavi @artduservice @Choypw @bitpakkit
sarah_gore

Nov 23 16:03:37
LOFT™ is an online sales tool that enables personal virtual 3D-showrooms http://bit.ly/9qZ6Ko via @joepine
Choypw

Nov 23 15:41:35
Virginia Heffernan dispels the attention-span myth http://nyti.ms/hhRz2E via @joepine
Choypw

Nov 23 15:19:46
The 3 rules of mindsets . . . http://t.co/dEQ3AJk via @DanielPink
Choypw

Nov 23 15:13:47
The Overlooked Customer Engagement Opportunity http://cptl.st/i1hQzg via @sarah_gore @forbes
Choypw

Nov 23 15:04:10
Seabees motto: Can do! (30 years ahead of Nike.) via @tom_peters | Can do not equal Just Do It?
Choypw

Nov 23 14:52:35
@Choypw You are so welcome!
bcarroll7

Nov 23 14:51:30
@Choypw That's so nice. Thank you!
jeanniecw

Nov 23 13:40:09
@vanbael Couldn't agree more... need to apply DIKW to #Twitter.
Choypw

Nov 23 13:37:42
The Just-in-Time Consumer http://on.wsj.com/f7OktT #cem #customers via @LiorStrativity
Choypw

Nov 23 11:46:20
@choypw The big challenge for us information junks is in filtering and tuning out every now and then. There's only so much we can digest...
vanbael

Nov 23 11:43:37
@choypw Thanks so much, Daryl. I'm honored and humbled to be named in such great company. The feeling is mutual. Keep up the good work!
vanbael

Nov 23 09:28:06
Thank you! RT @Choypw TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
thinktank_

Nov 23 06:33:00
@DonPeppers Appreciate your RT.
Choypw

Nov 23 06:28:57
Nice way of saying "Something's in it for me!" -- ANTICIPATED RECIPROCITY via @Assistly
Choypw

Nov 23 05:16:43
@Choypw Thank you SO much, Daryl!
KnowledgeBishop

Nov 23 05:11:26
@Choypw You're welcome Daryl! Always glad to know the content's been beneficial!
Brainzooming

Nov 23 05:08:25
TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
Choypw

Nov 23 05:08:10
TYVM! I've learned a lot from you all! @bcarroll7 @sarah_gore @jimsmiller @jeanniecw @cxpbootcamp @KnowledgeBishop @LiorStrativity #FF
Choypw

Nov 23 03:29:38
TYVM! @Customers_Shoes I still keep the book you sent me! The packaging is cool! #FF
Choypw

Nov 23 03:28:14
TYVM! I learned a lot from you all! @bsdalton @tedcoine @DeliverBliss @Ericjacques @Wimrampen @Vanbael @Reaburn @GrahamHill #FF
Choypw

Nov 23 03:24:33
I'm getting tired with #Twitter, and am planning to quit in 2011 so I could focus. #FF
Choypw

Nov 23 03:20:42
The Definition of Exceptional Customer Service http://bit.ly/ch5ttF via @sarah_gore | Customer loyalty isn't the only way to success. #cem
Choypw

Nov 23 03:14:10
Brilliant Graphic: Service Design Tools Map by Roberta Tassi http://tinyurl.com/2vxom2c via @GrahamHill
Choypw

Nov 23 03:11:33
Guarantee the Customer Experience – Remove Price and Worry from Buying Decisions http://bit.ly/9i6Xte via @JeanneBliss #cem
Choypw

Nov 23 01:53:18
Seven Strategy Questions: A Simple Approach for Better Execution http://goo.gl/iuh1o via @ExponentialEdge @nedkumar
Choypw