Tweets of 8-14 Jun 2010

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Jun 12 04:59:10
Good day!
Choypw

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Jun 08 04:29:29
Why!?
Choypw

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

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