Tweets of 20-26 Jul 2010

Jul 26 23:26:41
Do you have a "What if" moment that seems to define your life? "What if" didn't happen, so get over it and move on. #JustThinkin
Brainzooming

Jul 26 21:28:28
RT @1to1MediaEditor: @DonPeppers & Martha Rogers talk about how companies should develop, not destroy, customer value http://shar.es/mMSDL
wimrampen

Jul 26 21:08:49
The Future is Local: Empowering communities to improve their neighbourhoods http://bit.ly/aH2hYl
tdebaillon

Jul 26 20:26:12
RT @rbacal: RT @Choypw: All marketers are good trainers.They train us to accept inferior services. #marketing #custserv OUCH!
ShaunBelding

Jul 26 19:36:37
RT @gpach01: HBR: Stop Trying to Delight Your Customers - customer interaction preference is changing - http://bit.ly/dtS64f
GrahamHill

Jul 26 18:57:45
Thanks for the RT's! @Brarinzooming @Choypw @Lrasquilha
Bizprov

Jul 26 18:47:28
RT @Choypw: All marketers are good trainers.They train us to accept inferior services. #marketing #custserv OUCH. Guess yagottablame some1
rbacal

Jul 26 17:23:43
#employeeengagement starts from #management, not employees. They won't engage until you give them a reason to. #management #leadership #cem
Choypw

Jul 26 17:19:46
Is #employeeengagement simply about "say, stay, strive?" #management #leadership #cem #cxm #custserv
Choypw

Jul 26 16:06:17
What's the relationship among satisfaction, loyalty and advocacy? #marketing #cem #crm #custserv
Choypw

Jul 26 16:00:23
The surprising things that motivate us [video] | Beyond Philosophy http://ow.ly/2gsKJ
ColinShaw_CX

Jul 26 15:50:05
“An essential aspect of creativity is not being afraid to fail.” -Dr Edwin Land
colourlovers

Jul 26 15:42:06
RT @judyshapiro: Social CRM is an oxymoron.U can't "manage" customer relationships in social world | We shouldn't get hung up on semantics
chrisabutler

Jul 26 15:29:04
Do you treat #customer emergencies like emergencies? Advice from @Reaburn for emergency situations- http://bit.ly/9BlAcR
WriteTheCompany

Jul 26 15:20:09
Doing the right thing can save your #business. What is the right thing? Listen to @TedCoine - http://bit.ly/9bAzyW
WriteTheCompany

Jul 26 15:09:49
Why is #customer experience vital for long term sustainability? @JedLangdon analyzes key factors - http://bit.ly/9AXOc8
WriteTheCompany

Jul 26 15:03:09
Great to see Hilton's CEO talk about Employee Engagement. See my post: http://experiencematters.wordpress.com
btemkin

Jul 26 15:00:19
Thanks for RTs @JedLangdon @SvcEssentials @Choypw ... and @ExpertInService @DeliverBliss @RickRoss10 for the inspiration!
WriteTheCompany

Jul 26 14:55:22
Resentment Flu: Inoculate Your Employees with Internal #Customer #Service - via @MarilynSuttle - http://bit.ly/9Ymdgd
WriteTheCompany

Jul 26 14:18:24
The Power of Positive Failure http://s.hbr.org/a7V46C
HarvardBiz

Jul 26 14:01:15
Are you organized? Organization can help avoid procrastination! Don't fall behind! http://bwbx.io/9u6Q
Hyken

Jul 26 13:48:20
Leadership Tips from Tony Hayward (or Not) http://s.hbr.org/bT5TAL
HarvardBiz

Jul 26 13:48:18
Career Decisions and Generation X http://s.hbr.org/bOjmtB
HarvardBiz

Jul 26 13:18:33
Why Delighting Your Customers Is Overrated http://s.hbr.org/b4BTUf
HarvardBiz

Jul 26 13:03:45
One thing keeping you from owning an emotive brand is that you haven't asked, "How do we want people to feel?" Go ahead. Ask! #brand
Emotivebrand

Jul 26 12:07:52
Measuring brand value. http://j.mp/cEWZIP
armano

Jul 26 11:12:19
Useless Social Media Plans: Wasted time and productivity is a pathway to failure, both short and long term. Why? B... http://bit.ly/a4zRvQ
wanszezit

Jul 26 10:35:02
What’s more important: Employee Satisfaction or Customer Retention? | Beyond Philosophy http://ow.ly/2gsIz
ColinShaw_CX

Jul 26 09:06:21
'Call avoidance' is not a strategy; it's a result of #customer #care #excellence
Houthum

Jul 26 08:38:54
Management Tip: 3 Ways to Manage Clashing Leadership Styles http://s.hbr.org/b9txWT
HarvardBiz

Jul 26 08:26:19
All marketers are good trainers. They train us to accept inferior services. #marketing #custserv
Choypw

Jul 26 07:42:13
RT @lindegaard: How to successfully implement collaborative idea management by Karin Wall http://bit.ly/drO1ll
GrahamHill

Jul 26 07:29:38
@ErikPosthuma Have a look at this ? http://effectiveexperiences.wordpress.com/2010/06/10/the-future-of-retail-customer-experience/
EffectiveExp

Jul 26 05:53:11
@Redjotter Thank you for the RT. Appreciate much.
Choypw

Jul 26 05:51:48
morning inspiration for @whatkatdidnext RT @Choypw "Retail has to go beyond detail in order to enjoy long tail. #quote #retail"
Redjotter

Jul 26 05:50:11
Retail has to go beyond detail in order to enjoy long tail. #quote #retail
Choypw

Jul 26 05:49:32
@ErikPosthuma How about this? Retail has to go beyond detail in order to enjoy long tail. #quote #retail
Choypw

Jul 26 05:37:14
Hi guys, anyone have a good quote or news headline about challenges in the retail industry? #retail #quote
ErikPosthuma

Jul 25 23:56:32
CRM Evolution 2010 #CRMe10 @CRMe10 Click For Details >> http://schmap.it/8vvkkp #crm #scrm
kitson

Jul 25 21:44:37
Very interesting: The Rise of Collaborative Consumption http://bit.ly/amKzE2 via @RevezNexus
GrahamHill

Jul 25 19:17:16
Listening Versus Understanding: There is a Difference http://bit.ly/9FUfbI
wimrampen

Jul 25 19:13:06
Top 20 Sites to Improve Your Twitter Experience - http://ow.ly/2gitn
mashable

Jul 25 18:55:11
The Difference between Creating Efficiency and Creating Value http://bit.ly/bxvk63
wimrampen

Jul 25 17:48:30
Where were you when the world changed? http://yfrog.com/mxnaqfj
armano

Jul 25 17:11:42
@Choypw We'll get you in no problem. Looking forward to you contributing from #HongKong. #custserv
JeffreyJKingman

Jul 25 17:09:59
@JeffreyJKingman Gotcha. Hope I can join the chat successfully.
Choypw

Jul 25 17:09:21
@wenyunchao So how do I access Twitter in China?
Choypw

Jul 25 17:08:52
Listening Versus Understanding: There is a Difference - socialcrm http://goo.gl/fb/WNI4D #scrm
glfceo

Jul 25 17:00:05
Leadership Styles.qt http://tinyurl.com/25mbooq
managetechnique

Jul 25 16:33:01
@Choypw We also have a Facebook fanpage http://ht.ly/2ggtR #custserv
JeffreyJKingman

Jul 25 16:31:41
@Choypw You can join http://ht.ly/2ggre, or on Tues use http://ht.ly/2ggsw. I use the latter during the chat. #custserv
JeffreyJKingman

Jul 25 16:19:32
Traditional CRM vs. Social CRM http://bit.ly/aqe0Op
lrugel

Jul 25 15:22:37
@JeffreyJKingman But how do I join? Please teach me as if I'm five...
Choypw

Jul 25 15:20:30
@Choypw Excellent! It will be fun to get #HongKong perspective on #custserv. Welcome!
JeffreyJKingman

Jul 25 15:00:39
@JeffreyJKingman Great! I'll be there.
Choypw

Jul 25 14:39:02
I think 9 am Wed HongKong = 9 pm Tue NYC RT @Choypw: @JeffreyJKingman I'd love to join. #custserv #intl
JeffreyJKingman

Jul 25 13:09:11
@wenyunchao Cool! I'm your follower now! Ha!!!
Choypw

Jul 25 13:01:00
RT Thx @Choypw @WriteTheCompany RT @KateNasser "Do I Look Like.." An Outrageous #CustServ Tale http://bit.ly/a2lrCN by @Laurie_Brown #CEM
KateNasser

Jul 25 12:36:36
Defend Your Research: Imitation Is More Valuable Than Innovation - Harvard Business Review: http://bit.ly/9NViwh via @addthis
Hal_Good

Jul 25 12:18:23
#Twitter is not listening at all. The favorite function in #iPhone is not working! They simply don't give a #shit to #voc! #cxm #crm
Choypw

Jul 25 12:17:25
@Choypw follow me,I give you some api with direct message
wenyunchao

Jul 25 12:14:45
@JeffreyJKingman I'd love to join. What's the local #hongkong time though?
Choypw

Jul 25 12:13:08
@wenyunchao But how exactly? Do you do msn? Can we have a chat there?
Choypw

Jul 25 12:12:43
@xujunfeng But how exactly? Do you do msn? Can we have a chat there?
Choypw

Jul 25 12:11:45
Peace of mind is about creating a difference by making no difference. That's positive #experience. #cem #marketing #crm
Choypw

Jul 25 06:44:44
@Choypw Please feel welcome to join our international #custserv chat on Tues at 9pm NYC time. Since Dec 09. http://ht.ly/2gblU #hongkong
JeffreyJKingman

Jul 25 04:35:18
@Choypw cellphone via google api, laptop via ip agency
xujunfeng

Jul 25 04:21:24
@Choypw My sina microblog count is 北风,and,I use third client website or API proxy to access twitter.
wenyunchao

Jul 25 04:01:12
@Choypw I often visit http://BusinessBlogsHub.com for business related articles. Worth a look and you can post your own stuff free.
slowant

Jul 25 03:57:30
@xujunfeng How do you access Twitter in China?
Choypw

Jul 25 03:55:28
Anyone from #hongkong who is interested to discuss #business topics such as #crm, #cem, #custserv?
Choypw

Jul 25 03:50:18
@wenyunchao Why don't you use sinablog? How do you access Twitter in China?
Choypw

Jul 25 01:31:31
More useful than the IDEO deck and free to boot. RT @brainpicker 101 Influencing-design Pattern Cards http://j.mp/aCbMWY
johnmaeda

Jul 25 01:15:17
RT @innovate: 25 Ways to Break Creativity Blocks - http://ht.ly/2g1rS <<--I like 7 & 13!
Bizprov

Jul 25 00:28:32
7 Essential Tips for Generating and Retaining More Business Using LinkedIn free webinar tutorial http://is.gd/dF0TZ
KrishnaDe

Jul 24 23:32:08
Problems create opportunities. Turn a situation around and make it an opportunity to show how good your company is.
Hyken

Jul 24 22:45:55
Thank you for RTs !@Choypw @ayanabaltrip @jorgebarba @TweetDiscovered @rsarasua @davidhodgson @AnaHerradon @lsdelahoz @roma_lipsker
Jabaldaia

Jul 24 17:06:00
Thanks a million your RTs :-) @GoCarCork @Johndsullivan @paraic @TimTendo @MelanieMinnaar @Choypw @cotisgal @thecorknews @cafegusto
thinktank_

Jul 24 16:03:39
Thank you for the RT's @d_munk @GrahamHill @jrmurguia @thinktank_ @yelena_ @Choypw @Reichental
jorgebarba

Jul 24 14:39:30
RT @lebrun: A good point from @JasonFalls Look For Trust, Not Influence http://bit.ly/cJdmuQ
DaveMurr

Jul 24 12:10:07
Gr8 explanation of the customer expectations / perceptions gap, & where performance fits via @DeliverBliss http://bit.ly/degJNg #custserv
Reaburn

Jul 24 12:02:50
The Un-To Do list - How To Think & Work More Creatively http://bit.ly/6eZk7t #creativity
thinktank_

Jul 24 11:05:08
Thx for the RTs! Have a gr8 weekend!- @tedcoine @aharbourne @WriteTheCompany @InclusionMedia @dawnamaclean @Reaburn @Choypw @ReadyTOFeedBack
ericjacques

Jul 24 10:53:37
What's customer service experience? If it's service, then it's service. What's service experience?! #custserv #cem #cxm #marketing
Choypw

Jul 24 09:34:55
Life is Too Short To Be Anything But Happy... so CHEER UP!!! #life
Choypw

Jul 24 09:32:48
"If you're not part of the solution, you're part of the problem." Eldridge Cleaver... so do something! #management #marketing
Choypw

Jul 24 09:15:55
Mastery is the ability to know what is right and wrong. #leadership
Choypw

Jul 24 07:54:19
“Experience is the arena in which reality shows itself as what in itself it is.” Schatzki #cem #cxm #marketing
Choypw

Jul 24 06:32:49
What do consultants really do? Read a lot. Think a lot! BS all the way! #business
Choypw

Jul 24 06:28:15
It's meaningless to invest in #voc if there's no one listening and no action taken to improve anything. #marketing #cem #cxm #scrm #crm
Choypw

Jul 24 06:22:24
"A wealth of information creates a poverty of attention." Herbert Simon #marketing #business
Choypw

Jul 24 06:20:09
"It has long been an axiom of mine that the little things are infinitely the most important." Sir Arthur Conan Doyle
Choypw

Jul 24 06:18:00
"The urgent problems are seldom the important ones." Dwight D Eisenhower #life #management
Choypw

Jul 24 06:18:00
"The urgent problems are seldom the important ones." Dwight D Eisenhower #life #management
Choypw

Jul 24 06:08:34
Gr8 post on #voc by @Jayhawkscot "Listening Versus Understanding: There is a Difference" http://post.ly/oRIV via @PaulSweeney
wimrampen

Jul 24 06:01:50
The avg value of referred Customers is 16% higher http://bit.ly/d6H3zd (pdf) #mustread #marketing
wimrampen

Jul 24 05:04:22
The world is always changing with or without your intervention. So why bother to change the world? Peace! #life #change
Choypw

Jul 24 04:32:01
RT @BizSugar The two most powerful words in business development… « ideationz…a blog from rick s. .. http://bit.ly/deNnZn
ideationz

Jul 24 04:31:48
RT @BizSugar Four Questions To Ask Before Presenting To A New Prospective Customer… « ideationz…a .. http://bit.ly/b3picx
ideationz

Jul 24 04:31:09
RT @BizSugar The trouble with value… « ideationz…a blog from rick s. pulito http://bit.ly/9J1SIa
ideationz

Jul 24 04:30:57
RT @BizSugar The virtues of “stratactical” thinking… « ideationz…a blog from rick s. pulito http://bit.ly/csZLeg
ideationz

Jul 24 00:13:48
@Choypw Thanks for the RT - happy Friday!
MichaelHinshaw

Jul 24 00:13:34
RT @DeliverBliss: A friend in need is a friend in deed. http://j.mp/9DFcPS /via @Reaburn // provide customers shelter from the storm
Reaburn

Jul 23 23:09:56
Thx 4 RT @katebuckjr @stevehaase @Choypw @VenessaMiemis @JamesColgan @wimrampen @ubervu @glfceo @tobygoldblatt @wimrampen @nedkumar
mich8elwu

Jul 23 22:43:34
Thanks! @KristinaEvey @DeliverBliss @WriteTheCompany @TheStacyKaiser @davepurdon @Choypw @gypsyheart1 @dabarlow @trillian1117 @MckTrev #RTs
enthused

Jul 23 22:40:43
Thanks for the FTs and FFs @KiaMousavi @choypw @reaburn @aharbourne Have a fabulous weekend!
dawnamaclean

Jul 23 21:00:18
RT @RickRoss10 Employees First, #Customers Second: Turning Conventional Management Upside Down, 8 min video - http://bit.ly/dBrYB9
WriteTheCompany

Jul 23 20:52:40
Two robust perspectives on measuring Customer Experience Quality http://tinyurl.com/2v7uolv See theC-3-7 and C-3-9 slides
GrahamHill

Jul 23 20:52:22
Thanks for #FFs @LIDA360 @Tips4Tech @EricJacques @KateNasser ... and RTs @InclusionMedia @ChoyPW @Sarah_Gore - Have great weekends #FF
WriteTheCompany

Jul 23 20:47:27
How design thinkers imagine the future? Situations and constructive memory - http://abaldaia.wordpress.com/ #designthinking #memory
Jabaldaia

Jul 23 20:36:21
RT @ExpertInService #Customers Less Tolerant Of Employee Rudeness Than Incompetence - http://ow.ly/2fJho
WriteTheCompany

Jul 23 20:36:20
Study: Fortune 100 companies using Twitter more than any other social media platform http://dld.bz/akUu
michaelgass

Jul 23 18:37:46
You value the #customer experience, but how do you manage it? Answers from @DeliverBliss - http://bit.ly/9WVvJ5
WriteTheCompany

Jul 23 17:49:42
RT @umairh: The industrial age is over. Stop improving products. Start improving lives. Make it matter. http://bit.ly/99cZhP
stevedenning

Jul 23 17:35:21
RT @cahidalgo I am presenting on Shifting from #LeadGen to #LeadManagement at the @MarketingProfs Digital Mktg World: http://bit.ly/9bjgmt
MarketingProfs

Jul 23 17:33:59
New video: You Are Your Calendar. It's not your priority if it's not reflected in your time. http://is.gd/dDAUd ^SD
tom_peters

Jul 23 17:32:48
New post 'Rebranding' in the @COLOURlovers blog. http://clrlv.rs/b02CDE
colourlovers

Jul 23 17:15:10
RT @CustomerProfit: Who's Doing Points Well and Who's Doing Well Without Points http://shar.es/mPBVG #CRM #marketing #customerloyalty
Choypw

Jul 23 17:14:17
RT @Reaburn: RT @dawnamaclean: Speak Like Human to Enhance Customer Service, new post from @ericjacques on @ClienteerHub http://ow.ly/2fIGo
Choypw

Jul 23 17:13:52
RT @MichaelHinshaw: Reading: "Apple’s new challenge: Transitioning from David to Goliath" http://ow.ly/2fJh3
Choypw

Jul 23 17:13:16
RT @ireneclng: @GrahamHill frontiers slides available at http://www.rhsmith.umd.edu/ces/program/index.aspx
Choypw

Jul 23 17:03:38
RT @ColinShaw_CX: Customer Service lessons from the Zappos CEO Tony Hsieh | Beyond Philosophy http://ow.ly/2ftTG
Choypw

Jul 23 17:01:56
RT @WriteTheCompany: #Customers experience problems, but who owns the problem? @Enthused explores - http://bit.ly/aI91Zv - #custserv
Choypw

Jul 23 17:00:49
RT @WriteTheCompany: RT @KateNasser An Outrageous #CustServ Tale - http://bit.ly/a2lrCN posted by @Laurie_Brown #CEM #customerservice
Choypw

Jul 23 14:35:21
RT @HarvardBiz: Management Tip: 3 Tips for Achieving Short-Term Career Goals http://s.hbr.org/bweRqD
Choypw

Jul 23 14:30:47
RT @wimrampen: RT @mich8elwu #Influencers All my research from model, identification algorithm to typology http://bit.ly/9UnSQU #acinsights
Choypw

Jul 23 14:22:25
RT @frogdesign: The Role Of Design In Futures Research http://bit.ly/9IooEG /via @psfk
Choypw

Jul 23 14:20:20
RT @zappos: "Amazon & Zappos, 1 Year Later" - Email I just sent to employees: http://bit.ly/9a1Jrp
Choypw

Jul 23 14:14:44
RT @LindaIreland: How many leaders design interactions w/emotions in mind? http://bit.ly/cEJVsV
Choypw

Jul 23 14:11:41
RT @LindaIreland: Good read for #CustServ: Do emotions count in customer experience? http://bit.ly/cVrREQ via @LindaIreland @marklturner
Choypw

Jul 23 14:09:52
RT @YourCustomers: Speak Like a Human to Enhance Customer Service http://goo.gl/fb/B2D7C #customerservice
Choypw

Jul 23 14:09:42
RT @YourCustomers: How to use Twitter for customer service http://goo.gl/fb/e4aGo #customerservice
Choypw

Jul 23 14:08:52
RT @wimrampen: RT @jenHI: Value Co-creation: not just customer experience, the whole context http://tinyurl.com/yzjzv6x
Choypw

Jul 23 14:03:40
RT @thinktank_: The Rational Vs Emotional in #Advertising http://ht.ly/2cNe4
Choypw

Jul 23 14:03:13
RT @thinktank_: Delivering happiness: Not business as usual http://game-changer.net/57mg v/ @jorgebarba
Choypw

Jul 23 13:55:57
RT @pgreenbe: "You Don't Have to Have Luxury, You Have to Feel Luxurious - Customer Experience ..." on Focus at http://focus.com/c/B95/
Choypw

Jul 23 13:54:54
RT @HarvardBiz: Management Tip: 3 Tips for Achieving Short-Term Career Goals http://s.hbr.org/bweRqD
Choypw

Jul 23 13:54:00
RT @ColinShaw_CX: The surprising things that motivate us [video] | Beyond Philosophy http://ow.ly/2ftke
Choypw

Jul 23 13:51:12
RT @DonPeppers: Harnessing the power of your own "weak ties" in social networks http://bit.ly/9XkkPv
Choypw

Jul 23 12:37:24
RT @DonPeppers: RT @ariegoldshlager: Referral Programs and Customer Value [PDF]: http://bit.ly/d6H3zd Interesting WOM study
Choypw

Jul 23 10:20:03
The surprising things that motivate us [video] | Beyond Philosophy http://ow.ly/2ftke
ColinShaw_CX

Jul 23 09:13:52
Special #FF mentions for some of our great followers: @Choypw @aharbourne @aidankenny @servicejunkie
EffectiveExp

Jul 23 08:36:12
Management Tip: 3 Tips for Achieving Short-Term Career Goals http://s.hbr.org/bweRqD
HarvardBiz

Jul 23 05:38:08
RT @jenHI: Value Co-creation: not just customer experience, the whole context http://tinyurl.com/yzjzv6x
wimrampen

Jul 23 04:39:09
TY! RT @Prof_Tran: Good read for #CustServ: Do emotions count in customer experience? http://bit.ly/cVrREQ via @LindaIreland @marklturner
LindaIreland

Jul 23 01:25:00
When stuck for ideas, take a break to access the magic of incubation: Don’t just do something, sit there!
tim_hurson

Jul 22 23:48:21
"Amazon & Zappos, 1 Year Later" - Email I just sent to employees: http://bit.ly/9a1Jrp
zappos

Jul 22 23:06:06
Target Your Marketing Content to Each Stage of the B2B Buying Cycle http://bit.ly/dd8yGx
MarketingProfs

Jul 22 18:43:43
...wondering why it is that the companies that provide a positive customer experience are the exception not the rule...http://tinyurl.com/2…
ideationz

Jul 22 18:02:02
26 Ways Around A #Creative Block http://bit.ly/aS66Yk #creativity #creativeblock #ideas
Brainzooming

Jul 22 17:00:03
"Your most unhappy customers are your greatest source of learning." Bill Gates #cem #cxm
Choypw

Jul 22 16:59:28
"Give the public everything you can give them, keep the place as clean as you can keep it, keep it friendly." Walt Disney #cem #cxm
Choypw

Jul 22 16:58:24
"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful." Jeff Bezos #cem #crm
Choypw

Jul 22 16:55:36
"To do two things at once is to do neither." Publilius Syrus #life #cocreation
Choypw

Jul 22 16:51:41
"Move very slowly, but in a great rush." Dave Crenshaw
Choypw

Jul 22 16:05:42
Putting a value on training http://bit.ly/d5MkHE
McKQuarterly

Jul 22 16:04:47
"Price is what you pay. Value is what you get." -Warren Buffett
exectweets

Jul 22 15:34:48
If someone “mis-interprets” something you say, odds are it’s because YOU mis-read some aspect of their mental-emotional situation.
tom_peters

Jul 22 15:07:16
Five Ways to Build Customer Loyalty Without Points http://shar.es/mPvgF
CustomerProfit

Jul 22 14:05:24
Focusing on what you can control in a situation (your actions) and decide what to do. Have to remember that today
unmarketing

Jul 22 10:20:02
Customer Service lessons from the Zappos CEO Tony Hsieh | Beyond Philosophy http://ow.ly/2eVoR
ColinShaw_CX

Jul 22 09:37:24
Service systems of co-created value: The future of customer-centricity? http://ht.ly/2eVCs #servicedesigjn #cocreation
neilcdavey

Jul 22 08:09:10
Management Tip: How to Craft the Job You Want http://s.hbr.org/bjtDNx
HarvardBiz

Jul 22 07:17:50
@GrahamHill @wimrampen Oh! I wish I were there too...
Choypw

Jul 22 07:05:07
RT @wimrampen: The avg value of referred Customers is 16% higher http://bit.ly/d6H3zd (pdf) via @ariegoldshlager #acinsights #scrm #wom
GrahamHill

Jul 22 06:14:39
RT @ariegoldshlager: Referral Programs and Customer Value [PDF]: http://bit.ly/d6H3zd Cc... @GrahamHill @pgreenbe @wimrampen #scrm #crm
GrahamHill

Jul 22 01:43:57
Thanks @GrahamHill @Choypw @rwang0 It is perhaps a little more complex than that. See @stevevargo paper on http://tinyurl.com/ykcux42
SteveVargo

Jul 21 23:22:41
RT @delbius: For those following me who are startled by the existence of Twitter Rules: http://t.co/cqc7Jqm
unmarketing

Jul 21 23:00:09
RT @fastcodesign: Six Tips From @peopledesign For Designing a Memorable Brand http://ow.ly/2esC6 #branding #designthinking
fastcompany

Jul 21 21:22:47
How to Avoid (and Quickly Recover from) Misunderstandings http://s.hbr.org/9OtVl6
HarvardBiz

Jul 21 19:51:35
@Choypw @rwang0 Even companies like Coca Cola can only please all of the people some of the time. Me. I prefer water. It is good for you.
GrahamHill

Jul 21 17:15:10
The Secret Powers of Time and the Customer Experience | Beyond Philosophy http://ow.ly/2elPH
ColinShaw_CX

Jul 21 16:36:03
@Choypw Most welcome! Was looking over your blog and saw that awesome tweet!
KnowledgeBishop

Jul 21 16:34:09
@marilynsuttle Thank you for the RT. Appreciate much.
Choypw

Jul 21 16:33:56
@KnowledgeBishop Thank you for the RT. Appreciate much.
Choypw

Jul 21 16:32:03
RT @KnowledgeBishop: "Simplicity is the ultimate sophistication." Leonardo da Vinci via @Choypw
marilynsuttle

Jul 21 16:24:04
Thanks for the RT! @Choypw: RT @peoplemanager: 4 steps to creating a positive first day for your new hires http://ht.ly/2e84K
peoplemanager

Jul 21 16:10:57
Agree RT @Choypw @rwang0 @GrahamHill It depends. How about Microsoft? Hw about McDonald's? Hw about Coca Cola? They target everything! #scrm
gpach01

Jul 21 16:10:03
"Simplicity is the ultimate sophistication." Leonardo da Vinci via @Choypw
KnowledgeBishop

Jul 21 15:38:53
Interacting without touching... eye CONTACT... #touchpoint
Choypw

Jul 21 15:31:24
@rwang0 @GrahamHill It depends. How about Microsoft? How about McDonald's? How about Coca Cola? They target everything! #scrm
Choypw

Jul 21 14:23:16
How to Implement a True “Voice of the Customer” Strategy http://goo.gl/fb/CMUgo #customerservice
YourCustomers

Jul 21 14:02:22
Five As define how customers react to interactions, from Angry to Adoring. My new post: http://experiencematters.wordpress.com
btemkin

Jul 21 13:32:52
Email, Facebook, Twitter: How Users Engage With Brands (ExactTarget study): http://bit.ly/9qJc7H
MarketingProfs

Jul 21 13:23:01
Demand Generation Gone Wrong: A Real World Example http://goo.gl/fb/xXCHu #sales
YourCustomers

Jul 21 13:23:01
You Don’t Know What You Don’t Know! http://goo.gl/fb/QchCI #sales
YourCustomers

Jul 21 11:44:09
@Choypw, Thanks for the RT.
sahanabose

Jul 21 11:41:49
"360 Degree View of your Customer interactions. http://bit.ly/cOj13n
#CRM #SaaS"
impelcrm

Jul 21 10:29:23
"Nearness: Nearness explores interacting without touching. Related creative inspiration:MultiphysicsMy Desk is 8-B... http://bit.ly/db7jef"
OGILVY

Jul 21 10:15:02
Don’t complain about complaining customers – they are good for your business! | Beyond Philosophy http://ow.ly/2elQj
ColinShaw_CX

Jul 21 08:39:15
Management Tip: 3 Elements to Include in Your Next Change Campaign http://s.hbr.org/9vEhsh
HarvardBiz

Jul 21 07:59:15
@Choypw Thanks for the RT's :) Greatly appreciated.
trmcdougall

Jul 21 07:53:29
The Why What How and Who Of Customer Centricity | ClienteerHub http://bit.ly/cMl0dn@raybrown99 #customer (via @ClienteerHub)
Choypw

Jul 21 07:52:59
In Pursuit Of True Relationship Value | ClienteerHub http://bit.ly/9WKVpc @CRMStrategies #CEM (via @ClienteerHub)
Choypw

Jul 21 07:38:01
RT @trmcdougall: Managing the Value in Customer Experience http://bit.ly/dfgnQK @DeliverBliss #custserv
ClienteerHub

Jul 21 07:22:13
Firm who can identify needs based on different segments, and is able to fulfill needs of targeted segments, will win. #business #marketing
Choypw

Jul 21 07:16:03
RT @Choypw: @GrahamHill probably unrealistic assumption. Vendors will win in some value chains but not all industries & all markets. #scrm
rwang0

Jul 21 07:11:07
@GrahamHill @rwang0 The Reality: we need to identify needs based on different segments. Whoever fulfills needs of all segments will be King!
Choypw

Jul 21 07:10:23
@GrahamHill that is very detailed but @choypw says, it's complicated yet realistic.
rwang0

Jul 21 07:06:00
@Choypw @rwang0 Not more complicated. Just more realistic :-)
GrahamHill

Jul 21 06:51:31
"Simplicity is the ultimate sophistication." Leonardo da Vinci
Choypw

Jul 21 06:50:55
@GrahamHill @rwang0 Graham, are we making things more complicated than they are supposed to be? "Simplicity is the ultimate sophistication."
Choypw

Jul 21 06:42:21
@Choypw @rwang0 It is perhaps a little more complex than that. See @stevevargo paper on http://tinyurl.com/ykcux42
GrahamHill

Jul 21 06:37:11
@GrahamHill @rwang0 Agreed Graham. HoN is all about human needs, and fulfilling needs/exceeding expectations is the key to success.
Choypw

Jul 21 03:07:14
RT @clearaction: Only 42% of companies agree that they can do what is right for customers http://bit.ly/coMkkX #cem #marketing #custserv
LindaIreland

Jul 21 00:19:08
Hard to argue with these - RT @occhio: RT @hootratings: 8 Customer Experience Megatrends http://ht.ly/17wFo1
LindaIreland

Jul 21 00:14:08
Really appreciate the RT's from @Chopyw, @DGtromMTL and @flackadelic. Do you find leaders define successful experience from a customer POV?
LindaIreland

Jul 21 00:11:13
@MichaelHinshaw Love your POV re emotions. Matching emotions to the target customer and need you're solving for them is key indeed.
LindaIreland

Jul 20 23:50:18
@Choypw Thanks for RT'g the new customer experience stat of the week. http://bit.ly/cEJVsV Appreciate your thinking, too.
LindaIreland

Jul 20 22:20:18
Put Your Employees First http://s.hbr.org/ayKI2g
HarvardBiz

Jul 20 20:46:58
"How Will You Measure Your Life?:" Thoughtful HBR essay from Clayton Christensen . . . http://bit.ly/aHYuLK
DanielPink

Jul 20 20:20:55
RT @Note_to_CMO: RT @Smallbiztrends How Zipcar Creates a Self-Defining Brand – And Why This Should Change How You T.. http://bit.ly/dnlhRk
GrahamHill

Jul 20 20:13:06
Leonardo Da Vinci’s Top Six Tips for Getting Things Done - http://bit.ly/cXwedq @positivityblog | Nice post. #gtd #productivity
vanbael

Jul 20 19:55:05
4 steps to creating a positive first day for your new hires http://ht.ly/2e84K #onboarding, #recognition, #employeeengagement, #peoplemgt
peoplemanager

Jul 20 19:39:38
@wimrampen Borden on the Concept of the Marketing Mix http://tinyurl.com/359vf4f (1984)
GrahamHill

Jul 20 19:33:54
When Your Employees Know More Than You http://s.hbr.org/9gJ1qx
HarvardBiz

Jul 20 18:55:58
How to Measure Brand Value: Likes, Followers, Influencers, Views? No, Social Currency http://bit.ly/cdQURG
fastcompany

Jul 20 18:27:36
@rwang0 @Choypw Without some training, Maslow's HoN is too easy to 'misinterpret' to be of much real use in most marketing situations.
GrahamHill

Jul 20 18:18:37
@rwang0 Interesting article! And thank you for the RT! Appreciate much.
Choypw

Jul 20 17:58:46
@Choypw try this graphic for a business hierarchy of needs (via maslow) http://bit.ly/cVRkae #marketing #cem #cxm #scrm #crm
rwang0

Jul 20 17:58:11
RT @Choypw: How difficult is it to deliver positive exp Go read Maslow again. Stop creating more models! #marketing #cem #cxm #scrm #crm
rwang0

Jul 20 17:46:09
How difficult is it to deliver positive experience? Go read Maslow again. Stop creating more models! #marketing #cem #cxm #scrm #crm
Choypw

Jul 20 15:25:31
Why Management Must Be a Profession http://s.hbr.org/aRrSaV
HarvardBiz

Jul 20 15:00:27
“It’s not what you look at that matters, it’s what you see.” -Henry David Thoreau
colourlovers

Jul 20 14:28:25
Want to see what large companies are doing in customer experience or benchmark yourself against them? http://tinyurl.com/stateofcxp
btemkin

Jul 20 14:17:31
@screentec @choypw Thank you for retweeting our 5 Min Guide to Twitter http://bit.ly/c8LVdV #5minguide
WeCanDoBIZ

Jul 20 13:28:30
Guest Article: “Stop Being Stupid! The Customer Isn’t Always Right,” http://goo.gl/fb/jZvZV #sales
YourCustomers

Jul 20 13:28:29
10 Ways to Generate Leads With Social Media http://goo.gl/fb/Dg34L #sales
YourCustomers

Jul 20 13:23:02
RT @fundaRaka: RT @Choypw: It's rational to be emotional, but once it's emotional, it's difficult to be rational.
BSStoltz

Jul 20 13:16:05
Creation Spaces Encourage the Exchange of Tacit Knowledge http://s.hbr.org/acP8BA
HarvardBiz

Jul 20 13:05:36
10 Ways to Generate Leads Through Social Media http://su.pr/2W51ql
YourCustomers

Jul 20 12:31:13
Your five minute guide to Twitter #social #5minguide #wecandobiz http://dlvr.it/2qPP6
chrisabutler

Jul 20 12:30:05
Case Studies: Aviva - How to start an initiative to improve your customer experience http://ow.ly/2dO88
ColinShaw_CX

Jul 20 11:49:01
RT Thanks! @Keppie_Careers @Leadershipfreak @Brainzooming @LCWllc @EllKell @NetshareInc @sdcrwc @phuongvyta @WDFuhrman @anibalviegas @Choypw
MikeRamer

Jul 20 11:48:37
@younomy Hm... So chicken or egg?
Choypw

Jul 20 11:44:35
@Brainzooming Thank you for the RT, and more importantly correcting the typo. :)
Choypw

Jul 20 11:33:40
"If I had asked people what they wanted, they would have said faster horses." Henry Ford #marketing
Choypw

Jul 20 11:23:58
@Choypw http://www.rationalwalk.com/?p=8213 This is the link for you...
younomy

Jul 20 11:03:20
It's rational to be emotional, but once it's emotional, it's difficult to be rational. #cem #crm #marketing #scrm
Choypw

Jul 20 10:58:21
What is true? Emotion affects rational judgment? Or rational belief affects emotion? #crm #cem #marketing
Choypw

Jul 20 10:45:41
RT @Choypw: Not too fast! You have to be able to create at least something before you can co-create anything with anyone!
Brainzooming

Jul 20 10:41:37
Not too fast! You have to be able to create at least sonething before you can co-create anything with anyone! #marketing #scrm #crm #cem
Choypw

Jul 20 10:30:02
The Secret Powers of Time and the Customer Experience | Beyond Philosophy http://ow.ly/2dOk4
ColinShaw_CX

Jul 20 08:12:18
Management Tip: 3 Tips for Resolving a Conflict with Your Coworker http://s.hbr.org/cDbI4r
HarvardBiz

Jul 20 06:38:48
@ireneclng Stacey's Agreement & Certainty Matrix http://tinyurl.com/336935l Co-creation lite or value co-creation? cc @wimrampen
GrahamHill

Jul 20 06:07:31
Are all the wonder stories about customer service at Zappos simply examples of the Halo Effect? http://tinyurl.com/2wctnrl
GrahamHill

Tweets of 13-19 Jul 2010

Jul 19 21:40:03
RT @Choypw: Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm. #marketing #crm #cxm #cem
MichaelHinshaw

Jul 19 19:30:13
The Why What How and Who Of Customer Centricity | ClienteerHub http://bit.ly/cMl0dn@raybrown99 #customer
ClienteerHub

Jul 19 18:39:39
Thanks for the RTs today! @TouchMrktg @talentculture @Choypw @Jfavreau @spurdave @zards @nserworld
Brainzooming

Jul 19 17:17:42
@Choypw Thanks for the RT.
aharbourne

Jul 19 16:26:47
Turning \No\" into \"Yes\" in India http://s.hbr.org/bGQD8H"
HarvardBiz

Jul 19 16:20:02
Are customers more likely to pay for an emotional experience? Of course! [For the right emotion.] http://ow.ly/2dtha via @lindaireland
MichaelHinshaw

Jul 19 16:10:10
RT @TalentCulture: Great article for all: 10 Suggestions for Undressing Stress: http://bit.ly/X58rW, by @AuntieStress (via @ValueIntoWords)
Brainzooming

Jul 19 15:18:18
New design and tagline on my blog: Connecting Brands, Leaders, Employees, and Customers. http://experiencematters.wordpress.com
btemkin

Jul 19 15:15:08
Singapore Aiport slides towards a memorable Customer Experience | Beyond Philosophy http://ow.ly/2dhBr
ColinShaw_CX

Jul 19 15:05:04
Putting Your Customer Service Efforts on TV. Is your brand ready? http://bit.ly/dwoQLK #marketing #branding #planning
Brainzooming

Jul 19 13:22:13
Crowdservice: The future of customer service & support? #custserv http://ow.ly/2dlPU
EffectiveExp

Jul 19 13:19:41
11 essential resources for consultants from @Mashable. http://bit.ly/bm1htc @MarketingProfs is #5!
MeganLeap

Jul 19 11:40:47
RT @ericjacques RT @aharbourne Must for those believe focusing on #customer leads to + returns http://tinyurl.com/32sh4cw RT @GrahamHill
Reaburn

Jul 19 11:40:02
Do you? #Customerexperience stat of the week: how many leaders design interactions with emotions in mind? http://bit.ly/cEJVsV #cem
LindaIreland

Jul 19 11:34:03
From your customer's view, whether or not - and how well- you solved their need is the definition of a successful experience. #custexp #cem
LindaIreland

Jul 19 11:27:02
Ever notice? The tangible parts of a #customerexperience most directly solves the need. The emotional parts builds loyalty. #cem
LindaIreland

Jul 19 10:15:02
The correlation between Stock Market performance and the Customer Experience Index | Beyond Philosophy http://ow.ly/2dhzR
ColinShaw_CX

Jul 19 08:45:23
Management Tip: How to Ask for a Reference Letter http://s.hbr.org/bhRqpw
HarvardBiz

Jul 19 07:20:43
The Death of Marketing? http://fb.me/BVvytgZU
TickYes

Jul 19 06:17:36
RT @LindaIreland: RT @Choypw: Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm....
ErikPosthuma

Jul 19 06:05:33
@tweetwithsteve @JustGetMeFit @Choypw Thanks for your RT. Wishing you all a great start to your week. Mark
MarkFritz

Jul 19 05:43:19
RT @stefanomaggi: Engage your customers through content curation in three steps /by @marketingprofs http://ow.ly/2ddY6
ErikPosthuma

Jul 19 05:42:13
RT @LindaIreland: RT @Choypw: Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm.
Lerou

Jul 19 04:58:57
RT @Choypw: Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm. #marketing #crm #cxm #cem
LindaIreland

Jul 19 04:30:38
#Customerexperience stat of the week: how many leaders design interactions with emotions in mind? http://bit.ly/cEJVsV
LindaIreland

Jul 19 02:54:12
11 Essential Online Resources for Consultants http://tinyurl.com/2vhkow4 (via @pulsepad)
armano

Jul 19 02:51:05
The reward of a thing well done is to have done it.
Detsj

Jul 18 10:15:33
RT @LindaStone: Quotes from #Ted Global 2010 collected by @mickyates. http://bit.ly/cpl08D via @danielpink
frogdesign

Jul 18 08:41:13
How many times have you said "How can I help you?" to people around you today? #crm #cem #marketing #custserv #life
Choypw

Jul 18 07:38:59
RT @__contagious__: Marketing 2.0: Less Spin, More Value by Sarah Sorensen. Learning how to interact with customers. http://bit.ly/cA22eH
GrahamHill

Jul 18 07:05:38
The Strength of Weak Ties (via @prem_k) : http://ht.ly/2cZ97 [PDF] #sna #scrm
wimrampen

Jul 18 03:19:06
When is information secret? A conversation with @PaulRieckhoff about @WikiLeaks at #tedglobal. http://bit.ly/d9SDiL
frogdesign

Jul 18 01:07:37
We always overestimate what we can do in the short term and underestimate what we can do in the long term.
tim_hurson

Jul 17 20:29:24
10 Fun Microsoft Facts You Might Not Know - http://ow.ly/2cUdq
mashable

Jul 17 20:08:20
@Choypw Thanks for the RTs today Daryl! Appreciate your support very much!
Brainzooming

Jul 17 17:38:53
WHAT NEEDS A WHO: If there isn't a someone (a WHO) with the ownership for the WHAT, then you definitely have a problem.
MarkFritz

Jul 17 17:19:35
How Social Media Drives New Business: Six Case Studies - http://tcrn.ch/aLiH7t by @leenarao
TechCrunch

Jul 17 17:10:49
3 Ways to Spot Emerging Competitors Way Ahead of Time - http://bit.ly/9pcmeA #Strategy #Competition #innovation
Brainzooming

Jul 17 16:29:34
Loyalty is about customers staying with the firm. Advocacy is about customers selling for the firm. #marketing #crm #cxm #cem
Choypw

Jul 17 16:28:16
"It's not about customers being loyal to you. It's about you being loyal to your customers. You earn loyalty by giving it." Clive Humby #cxm
Choypw

Jul 17 15:16:59
2 ?s in my blog this week: What if customer experience has no ROI & when did you last re-recruit your staff. http://tinyurl.com/cxpmatters
btemkin

Jul 17 13:05:01
A Smart "In Real Life" Interactive Brand Strategy - http://bit.ly/9u1BY1
Brainzooming

Jul 17 12:48:26
"Pay attention to the cracks, because that's where the light gets in." ~ Leonard Cohen
MikeRamer

Jul 17 11:24:05
Email opt-out function is for firm who isn't able to deliver consistent positive experience. #marketing #cem #crm #cxm
Choypw

Jul 17 10:31:13
Death is just another kind of sleeping. #life
Choypw

Jul 17 09:14:23
"Sex without love is an empty experience but, as empty experiences go, it is one of the best." Woody Allen #cem #cxm #life
Choypw

Jul 17 08:11:14
Narrow definition though RT @ralph_ohr: Post by @ideacouture on why #strategy not business model should be a main focus http://bit.ly/aTOWkB
timkastelle

Jul 17 07:11:14
RT @nedkumar: Are you committed to evidence-based decision making or decision-based evidence making? Excellent read http://bit.ly/9nDklS
wimrampen

Jul 17 06:57:05
Appreciate the RTs:) @primaryposition @jabaldaia @Real_Insights @busylizzielife @sNarah3 @kwroisin @abboytopan @lisosa @choypw @whatsonni
thinktank_

Jul 17 06:30:20
Good challenging post by @snowded commenting on @RosabethKanter 10 essentials for getting Value from Values http://bit.ly/aEjzXl
wimrampen

Jul 17 01:08:43
Being an innovator is both a blessing & a curse. Constant focus on a better way but the job is never done.
skap5

Jul 17 00:45:03
Reading: "Why rational versus emotional is an irrelevant distinction" http://ow.ly/2cxv3
MichaelHinshaw

Jul 16 22:38:19
5 Tips on Growing Your Business from the Founder of Blip.tv - http://ow.ly/2cGMh by @lavrusik
mashable

Jul 16 22:36:01
The Miracle of Making Mistakes http://bit.ly/c6TZXi
Sundi_MOZ

Jul 16 21:10:03
Corvette takes customers to the next level of experience with self-service options. Brilliant or insane? http://ow.ly/2cxk9
MichaelHinshaw

Jul 16 19:41:37
Want engaged employees? Keep rerecruiting them. See my new post: http://experiencematters.wordpress.com
btemkin

Jul 16 19:30:23
10 Very Cool Subway Ads . . . http://bit.ly/bJuugQ (via @adamwshepard)
DanielPink

Jul 16 19:05:39
Living with uncertainty http://bit.ly/ag6w30 Cc @venessamiemis
wimrampen

Jul 16 18:45:02
Take another look at the details... you're more likely to find angels than devils. http://ow.ly/2cxaK via @txglennross
MichaelHinshaw

Jul 16 18:09:25
TYVM for #FFs! @EricJacques @Reaburn @KateNasser @TraciBrowne @BSDalton @MarilynSuttle @Tips4Tech ... & RTs from @ChoyPW @ExpertInService
WriteTheCompany

Jul 16 16:08:26
Why Complaining Customers Can Be Good For Your Business - http://ow.ly/2cv1W
mashable

Jul 16 15:06:26
Argh...
Choypw

Jul 16 15:05:13
FOCUS! = (F)ollow (O)ne (C)ourse (U)ntil (S)uccessful!
RevRunWisdom

Jul 16 15:02:06
The Four Cs of Social Media Marketing: Content, Connection, Communications… http://goo.gl/fb/U7O9P #customerservice
YourCustomers

Jul 16 15:01:24
People do business with people they like, know and trust. What are you doing to increase those?
unmarketing

Jul 16 13:30:34
The Hybrid Theory Manifesto: The Future of Marketing, Advertising, and… http://goo.gl/fb/8EtHt #customerservice
YourCustomers

Jul 16 13:05:07
RT @Choypw: RT @Reaburn: Everyday Service Grace by @ChipRBell: Post on the Quality Service Marketing blog http://bit.ly/bd5QGQ #custserv
andy_mcf

Jul 16 12:11:53
It all starts, and ends, with passion. How can you harness the magnificent power of our most important behavioral driv…http://lnkd.in/xBprkG
ideationz

Jul 16 11:17:53
@Choypw Hi Daryl, thanks for the RT!
KnowledgeBishop

Jul 16 10:26:32
download @ekolsky white paper on Relationship Continuum at Sword-Ciboodle. Model now 1 to many to 1 http://ht.ly/2ckxT
pgreenbe

Jul 16 08:38:04
Management Tip: 3 Things to Do if You Feel Stuck in Your Job http://s.hbr.org/aBYhJj
HarvardBiz

Jul 16 07:36:26
8 Ways To Bring Your Creative Passions to Work http://is.gd/dsfbk
Davey_Rich

Jul 15 21:50:02
In the age of conversation, are you sharing too much with your customers? http://ow.ly/2c1Bh via @clearaction
MichaelHinshaw

Jul 15 19:37:14
Advanced Entrepreneurship: Teaming Up for Success http://s.hbr.org/arLSTX
HarvardBiz

Jul 15 19:35:02
RT @KnowledgeBishop: 93% of Americans EXPECT the brands they like 2 have a social media presence. #cem #cxp via @JeffreyJKingman @fohboh
MichaelHinshaw

Jul 15 17:40:05
"The truth will set you free, but first it will piss you off." Gloria Steinem
stevedenning

Jul 15 17:38:06
Beyond what your customers say are the things they don't say [out loud]. Are you a better listener than your competition? http://ow.ly/2c15G
MichaelHinshaw

Jul 15 17:37:01
Is Pfizer the BP of Drug Companies? A disturbing article on traditional management run amok by Martha Rosenberg http://bit.ly/bpsrEv
stevedenning

Jul 15 17:12:08
You Can Calculate the Value of a Customer Tweet http://bit.ly/cL9S6b
MarketingProfs

Jul 15 16:49:46
New CustomerProfit Retail Issue: Build Loyalty Without Points http://www.customer.com/resources/cp_article.php?page_id=141
CustomerProfit

Jul 15 16:45:16
List two relationships that you have taken a very specific step toward repairing so far … this week.
tom_peters

Jul 15 16:41:31
If no milestones were reached today, you did a crap job of setting milestones. Most every day should bring at least one “small win.”
tom_peters

Jul 15 16:31:55
McKinsey Quarterly -- Top ten articles from Second Quarter 2010 http://bit.ly/cyzy1U
McKQuarterly

Jul 15 16:02:08
The Limits of Behavioral Economics: The role of behavioral economics in policy. http://nyti.ms/bYAmu1
freakonomics

Jul 15 15:51:07
CRM technology and the customer experience: Sweethearts or strangers? http://ht.ly/2bX8v #CEM #CRM
MyCustomer

Jul 15 15:42:05
The Farm-to-Table Secret to Motivating People http://s.hbr.org/97dtYW
HarvardBiz

Jul 15 15:17:49
@andyhanselman Thank you for the RT.
Choypw

Jul 15 15:05:12
American Express’ 3 stages of Customer Relationship Care | Beyond Philosophy http://ow.ly/2bLfH
ColinShaw_CX

Jul 15 14:50:28
Are you getting an A for effort? Great if you are, but make sure you're not getting an F in execution! http://bwbx.io/ZQPh
Hyken

Jul 15 14:48:50
A Marketer's Guide to the 6 Phases of a Website Redesign http://ht.ly/2bUCX + @hubspot Fantastic guidelines! v/ @idanezg
thinktank_

Jul 15 14:37:27
10 Reasons to Stop Apologizing for Your Online Life http://s.hbr.org/d6iEml
HarvardBiz

Jul 15 14:34:01
In case you don't receive The Customer Experience Journal, here's a link: http://tinyurl.com/cxjournal The July issue just went out
btemkin

Jul 15 14:17:13
Retail: Customer Service is Good but Selling is Better http://goo.gl/fb/VkeZN #sales
YourCustomers

Jul 15 14:03:56
There's some good stuff here!RT @Choypw Delight or Defection: The Pivotal Role of People Inside the Customer Experience-http://bit.ly/cq6AQ0
andyhanselman

Jul 15 14:01:48
The future of marketing - understanding value co-creation http://bit.ly/dno4MS
wimrampen

Jul 15 13:35:31
Customer service and care builds loyalty http://goo.gl/fb/JKImq #customerservice
YourCustomers

Jul 15 13:33:27
There's No Such Thing As An Experience-http://bit.ly/awdg6b
Choypw

Jul 15 13:30:27
The fact that emotional needs are important does not mean that rational needs can be ignored. Get the basics right! #marketing #cem #crm
Choypw

Jul 15 13:23:08
RT @arikhanson Happy customers tell 3 friends. Unhappy customers tell Google. via @tdefren http://bit.ly/cRqMVi (good stuff, esp re: scale)
nick_wassenberg

Jul 15 13:19:11
The Miracle of Making Mistakes http://s.hbr.org/9pcmz1
HarvardBiz

Jul 15 13:19:09
Two Ways for Organizations to Learn From Each Other http://s.hbr.org/97ydAC
HarvardBiz

Jul 15 12:55:42
Does It Make Sense to Market Happiness to the Angry? http://bit.ly/astMZx
CEB_MLC

Jul 15 12:21:04
Yesterday was the busiest day on my blog EVER because of this post: This is why Twitter will die http://wp.me/pow9s-Gr Agree?
LoveStats

Jul 15 12:07:08
Gr8 Service recovery is good for Customer Satisfaction, but don't make it a strategy.. http://hub.am/clgwrh #custserv
wimrampen

Jul 15 11:21:10
Everyday Service Grace by @ChipRBell: Great guest post on the Quality Service Marketing blog http://bit.ly/bd5QGQ #custserv
Reaburn

Jul 15 10:54:05
"Relationships are still managed by the company, to benefit the company." Uwe Hook #crm #marketing
Choypw

Jul 15 10:05:02
Singapore Aiport slides towards a memorable Customer Experience | Beyond Philosophy http://ow.ly/2bLeL
ColinShaw_CX

Jul 15 08:13:41
Management Tip: 2 Steps to Changing Your Bad Habits http://s.hbr.org/c499rz
HarvardBiz

Jul 15 08:08:43
See. Hear. Touch. Smell. Taste. Emotive #design relentlessly explores every possibility to bring people closer to your brand.
Emotivebrand

Jul 15 04:36:40
Thnx SO MUCH for RTs today! @Debra_Feldman @PutPut @__contagious__ @Choypw @RobynMcMaster @ariegoldshlager @garycozin @Timbotown
Brainzooming

Jul 15 03:35:02
RT @Choypw: The experience that delights employees should be different from the experience that delights customers. #cem #cxm
ErikPosthuma

Jul 15 02:30:02
"New Rules To Reach China's Social Media Users" on @adagechina by @ogilvychina execs http://bit.ly/acvUIX
AdAgeChina

Jul 15 02:18:46
30 Ways to Show Your #Customers They're Always Right - http://bit.ly/b8zEcU - #custserv #customerservice
WriteTheCompany

Jul 15 02:10:56
@ErikPosthuma Will do. How's every little thing?
Choypw

Jul 15 02:08:06
@Choypw Great customer experience links you're tweeting! Keep it up.
ErikPosthuma

Jul 15 02:04:02
RT @TalentCulture 5 Creativity Refreshers for the Workplace from #WorkofArt http://bit.ly/aih44L
Brainzooming

Jul 15 02:03:10
Great leaders don’t try to be perfect, they try to be themselves. And that’s what makes them great.
simonsinek

Jul 15 01:59:07
"If I look at the mass, I will never act. If I look at the one, I will." Mother Theresa #life
Choypw

Jul 15 01:58:33
Consistent positive brand experience starts from one: one team; one vision, one goal. #cem #cxm #brand
Choypw

Jul 15 01:51:55
The 4 Customer Experience Competencies-http://bit.ly/b5SG4j
Choypw

Jul 15 01:48:34
Delight or Defection: The Pivotal Role of People Inside the Customer Experience-http://bit.ly/cq6AQ0
Choypw

Jul 15 01:42:37
The experience that delights employees should be different from the experience that delights customers. #cem #cxm
Choypw

Jul 15 01:40:20
Engaging Employees in the Customer Experience-http://bit.ly/aZfAOb
Choypw

Jul 15 01:33:06
If people are different, then there is no "one" way to deliver positive experience to all people. #cem #cxm
Choypw

Jul 15 01:29:36
@Futurelab_BE Keys to Compelling Customer Experiences - Forrester’s Customer Experience Forum 2010:  Cre... http://ht.ly/188EmM
scottanidea

Jul 15 00:15:06
“Creativity is allowing yourself to make mistakes. Design is knowing which ones to keep” -Scott Adams
colourlovers

Jul 14 22:12:19
Starbucks is the first brand to reach 10 million Facebook Likes (client) - http://bit.ly/cfelSa
EdelmanDigital

Jul 14 21:57:56
Check out "About Them Continuums" from @ekolsky http://su.pr/2M7BZL #customerexperience
YourCustomers

Jul 14 21:34:54
"Your opinion is valuable to us..." But then what? @Chris_Bailey knows - http://bit.ly/bK6MwV - #cem #custserv
WriteTheCompany

Jul 14 21:26:22
RT @dawnamaclean RT @DeliverBliss: The Service Recovery Paradox: No Excuse for Bad Service - http://j.mp/cfjxrO /via @JHenning
WriteTheCompany

Jul 14 21:17:34
#Customer Satisfaction: Two words, but how many meanings? Explore with @EricJacques - http://bit.ly/bqNmY1 - #custserv
WriteTheCompany

Jul 14 20:56:25
RT @jccarcamo - The Amazing Things #Consumers Will Adapt To - http://bit.ly/ckR2ck
WriteTheCompany

Jul 14 19:49:43
It's all about managing for value http://bit.ly/b8jG7w (via @grahamhill @mjayliebs) #strategy
wimrampen

Jul 14 19:42:13
RT @infosys Customer Relationship Management: Back to CRM Basics: Why Social Media-CRM can wait! http://bit.ly/bG7OIP
BrigittedeLeeuw

Jul 14 19:34:19
Must read article for all those who believe that focusing on customers leads to superior returns http://tinyurl.com/32sh4cw It doesn't!
GrahamHill

Jul 14 18:59:51
Chicken and the egg: Mystery solved? | http://su.pr/2Mha6r
TIME

Jul 14 18:45:21
"If Starbucks can lose its brand mojo, do you think your brand can remain immune to erosion?" Great post by @davidbrier http://ow.ly/2bixD
MichaelHinshaw

Jul 14 18:17:30
Daily factoid: 36% of large NA firms say they regularly delight customers with phone-based customer service. http://tinyurl.com/stateofcxp
btemkin

Jul 14 18:05:10
RT @GrahamHill Value co-creation is a logic. It can be used to look at, understand and improve many business activities.
pgreenbe

Jul 14 18:03:42
Believe in the power of the small story. When you design on too large a scale, you stop seeing people as humans - Pilloton #TED
frogdesign

Jul 14 17:54:25
How to create an advocacy program http://bit.ly/bFA2U1 via @jowyang
armano

Jul 14 17:22:07
5 Tips for Managing Your Company's Brand on the Web - http://ow.ly/2brAI
mashable

Jul 14 17:10:44
Four Lessons on Culture and Customer Service from Zappos Founder, Tony Hsieh http://s.hbr.org/aOroz4
HarvardBiz

Jul 14 17:04:00
What's done cannot be undone, so make little things count to make a big difference. #life
Choypw

Jul 14 16:31:57
Hey brands: forget your message, what’s your STORY? http://goo.gl/fb/Jqiis #sales
YourCustomers

Jul 14 16:15:42
Are Your Customers Smart or Dumb http://goo.gl/fb/RX4Sl #customerservice
YourCustomers

Jul 14 16:15:41
Definition of Customer Satisfaction http://goo.gl/fb/7Knpt #customerservice
YourCustomers

Jul 14 16:09:26
Marshall Goldsmith: "We don't spend enough time teaching leaders what to stop." (TP: "To don'ts" at least as important as "To-do's.")
tom_peters

Jul 14 15:07:52
Did you see the July issue of our newsletter, The Customer Experience Journal? http://tinyurl.com/cxjournal
btemkin

Jul 14 15:02:12
Top Trust Myths: 1 of 2: Trust Takes Time http://goo.gl/fb/1RBK0 #sales
YourCustomers

Jul 14 14:06:24
The Definition of Customer Satisfaction, from @EricJacques http://su.pr/1683lq
YourCustomers

Jul 14 13:45:10
Take Care of Yourself First http://s.hbr.org/axjMYo
HarvardBiz

Jul 14 13:08:39
How to Create a Good Decision Frame: http://EzineArticles.com/4662837
MrsRoadshow

Jul 14 13:06:15
4 Things Your Employees Need From You - http://bit.ly/9fZXLG < I like #4 > #hr #leadership #management
MikeRamer

Jul 14 13:00:35
I just published part 3 of "What If Customer Experience Has No ROI?" http://experiencematters.wordpress.com/
btemkin

Jul 14 11:06:54
CEM vs. CRM - #cem #cex #crm http://hub.am/95eILA
EffectiveExp

Jul 14 10:39:55
Diversity in thinking brings innovation http://bit.ly/cfdzKr
nasscom

Jul 14 08:44:18
Management Tip: 3 Tips for Strengthening Your Big-Picture Skills http://s.hbr.org/cCfdDh
HarvardBiz

Jul 14 06:23:11
@jacobm @ekolsky @pgreenbe ... how to organise to enable more value to be co-created during key touchpoints in the customer experience 6/5
GrahamHill

Jul 14 06:21:39
@jacobm @ekolsky @pgreenbe that looks at who co-creates value, the jobs they are trying to do, the outcomes they want to achieve and... 5/5
GrahamHill

Jul 14 06:20:46
@jacobm @ekolsky @pgreenbe Co-creation's big brother, value co-creation, takes this one step further by providing a robust framework 4/5
GrahamHill

Jul 14 06:19:34
@jacobm @ekolsky @pgreenbe Co-creation is based upon harnessing customers to drive innovation, marketing, sales, service, etc 3/5
GrahamHill

Jul 14 06:18:43
@jacobm @ekolsky @pgreenbe SocCRM is based on the SocNets that customers are naturally part of and that they use to do old jobs better 2/5
GrahamHill

Jul 14 06:17:20
@jacobm @ekolsky @pgreenbe SocCRM and Co-Creation should be linked as they have many of the same roots 1/5
GrahamHill

Jul 14 04:38:27
Free Ebook to boost your thinking: "Taking the NO Out of Innovation" http://bit.ly/bxQEap #innovation #creativity
Brainzooming

Jul 14 03:01:05
RT @aprilyim: Give Bloggers Brand Experience, freedom of +ve & -ve opinion gain them positive influencers #wasea #oSocialMedia
ErikPosthuma

Jul 13 23:19:06
Content Curation: Engage Your Customers in Three Simple Steps http://bit.ly/daRput
MarketingProfs

Jul 13 20:10:05
American Express’ 3 stages of Customer Relationship Care | Beyond Philosophy http://ow.ly/2aKJM
ColinShaw_CX

Jul 13 19:39:26
RT @JHenning: The Service Recovery Paradox: No Excuse for Bad Service http://hub.am/clgwrh #myth #busted
wimrampen

Jul 13 19:16:04
RT @sapcrm: Consumers Spend 9% More for Good Customer Service http://ow.ly/2aUId (American Express)
GrahamHill

Jul 13 17:23:41
The Strategy of Fear - Who Are Your Competitors? http://bit.ly/aZVtNB #collaboration
Brainzooming

Jul 13 17:16:31
3 Things Google Can Learn From Apple - http://is.gd/dqlKe @fastcompany | Experience experience and … experience #UI
vanbael

Jul 13 16:52:00
Content Curation: Engage Your Customers in Three Simple Steps : http://bit.ly/daRput
MarketingProfs

Jul 13 16:40:09
Customer experience is intangible, and most often is a better #brand differentiator than your product/service offerings. http://ow.ly/2aRyh
MichaelHinshaw

Jul 13 16:31:44
23 Brilliant Logos with Hidden Messages!! http://ht.ly/2atwx #design #branding
thinktank_

Jul 13 16:30:08
When firm sells products to fulfill emotional needs, it competes on value. 2/2 #marketing #crm #cem #cxm
Choypw

Jul 13 16:29:43
When firm sells products to fulfill rational needs, it competes on price. 1/2 #marketing #crm #cem #cxm
Choypw

Jul 13 16:15:57
Daily factoid: 55% of firms with customer experience execs face limited funding, compared with 43% of other firms. http://wp.me/p5dex-2c4
btemkin

Jul 13 16:13:11
RT @TalentCulture: When it comes to personal #brands, Do Ask. Don’t Tell - the art of criticism http://bit.ly/9fijTi (via @CareerRocketeer)
Brainzooming

Jul 13 16:08:45
Novel concept: manage customers in portfolios, like you'd manage investments http://bit.ly/bMhOZL
DonPeppers

Jul 13 16:07:37
How to manage a customer's treatment across the whole enterprise? Not segment marketing, but portfolio management http://bit.ly/bMhOZL
DonPeppers

Jul 13 16:05:39
Why marketing segmentation is not sufficient by itself to implement CRM http://bit.ly/bMhOZL
DonPeppers

Jul 13 15:44:03
How to Succeed When Everyone Is in Charge http://s.hbr.org/dkPBrm
HarvardBiz

Jul 13 15:05:04
Net Promoter 2010: The UK’s most recommended brands | Beyond Philosophy http://ow.ly/2aKOi
ColinShaw_CX

Jul 13 12:13:22
How Call Centers Use Behavioral Economics to Sway Customers http://s.hbr.org/ddSjAY
HarvardBiz

Jul 13 12:13:21
A New Tool for Understanding Sustainability Drivers http://s.hbr.org/bJe6vy
HarvardBiz

Jul 13 11:22:49
19 useful sets of 2010 stats on social media - great for reports & reference http://bit.ly/caAWMz
DonPeppers

Jul 13 11:08:00
Webcast July 13 8pm CET: Measuring Customer Experience: New Metrics for the Contact Center http://bit.ly/9zRnsn #cem #cctr
vanbael

Jul 13 08:03:14
Management Tip: 4 Things Your Employees Need From You http://s.hbr.org/cMXCfG
HarvardBiz

Jul 13 06:34:27
If SocCRM is so critical to business, how come SocCRM budgets are still tiny compared to traditional CRM?
GrahamHill

Jul 13 04:55:56
The way we judge & treat employees will have a huge impact on the way they deliver results.
smaxbrown

Jul 13 04:55:38
How To Create A Customer Advocacy Program - http://bit.ly/d1TwYd |by @jowyang @ForbesCMO by @JamieCrager #e20 #pr
gpach01

Jul 13 04:51:31
RT @Brainzooming: RT @HarvardBiz: Benefits of Thinking the Unthinkable http://s.hbr.org/cxxALX (Here's where I bid for ownership of #heresy)
Reaburn

Jul 13 04:51:20
Take a look at @klm Customer Experience Program http://slidesha.re/92etyd
wimrampen

Jul 13 04:33:22
8 Ways to Bring Your Creative Passions to Work (Read) http://dld.bz/kVuJ #JOL #LOA
susan_mccabe

Jul 13 04:29:35
#TwitterTip - If tweeting a "look at the cool thing I'm doing, you're not" tweet, make it about how you're helping someone.
Brainzooming

Tweets of 6-12 Jul 2010

Jul 12 22:11:01

I'm sending out our monthly newsletter, The Customer Experience Journal, tomorrow. Sign-up here: http://tinyurl.com/cejournal

btemkin

Jul 12 21:45:02

The power of curiosity over willpower - http://j.mp/b0e4J6 (RT @neilperkin, @BBHlabs) #behavioraleconomics

frogdesign

Jul 12 18:05:08

Enduring Ideas: The strategic control map http://bit.ly/9e218n

McKQuarterly

Jul 12 18:00:46

It isn't about design anymore-it's about an educational process that produces creative capital where it did not exist before-@ProjectHDesign

frogdesign

Jul 12 17:31:21

Hopeless.

Choypw

Jul 12 16:13:47

Reading: "Delivering Exceptional Customer Experience in a Multichannel World" http://ow.ly/2aglp

MichaelHinshaw

Jul 12 15:40:31

Part 2 of my post "What if customer experience has no ROI?" went live. http://experiencematters.wordpress.com

btemkin

Jul 12 15:14:46

Intriguing deck: Customer experience program KLM (via Fredzimny’s CCCCC’s):  Image via Wikipedia Leontine van Laar... http://bit.ly/amqcE4

fredzimny

Jul 12 14:41:01

RT @CharlesHGreen: From 1to1 Media: Customer Connections Drive Profitability http://ow.ly/2a6L4

DonPeppers

Jul 12 10:35:02

The rise of Collaborative Consumption | Beyond Philosophy http://ow.ly/2a2Fu

ColinShaw_CX

Jul 12 08:09:24

Management Tip: Know the 3 Ingredients of Important Conversations http://s.hbr.org/9EwOWR

HarvardBiz

Jul 12 02:10:42

Thanks for the RTs @QUAKERTRoN @ponweb @IFDK @Jabaldaia @michaelbatistic @ellenfweber @Brioneja @GrahamHill @mkrigsman @hassontwins @Choypw

jorgebarba

Jul 11 18:26:59

Which goes first? Alignment or engagement? #management #leadership

Choypw

Jul 11 12:11:52

RT @pgreenbe Please read @Wim Rampen: The future of marketing - understanding value co-creation. Excellent. http://bit.ly/dno4MS

Reaburn

Jul 11 10:15:59

Experience brands and the new engagement model-http://bit.ly/aR3pY1

Choypw

Jul 11 08:52:17

"A 'No' uttered from the deepest conviction is better than a 'Yes' merely uttered to please, or worse, to avoid trouble." Gandhi

Choypw

Jul 11 07:59:34

"In the end, we will remember not the words of our enemies, but the silence of our friends." Martin Luther King

Choypw

Jul 11 06:32:24

"Most people have the will to win, few have the will to prepare to win." Bobby Knight

Choypw

Jul 11 06:08:50

Marketing in the Google Era-http://bit.ly/by5u1P

Choypw

Jul 11 06:01:37

"Nothing is as far away as one minute ago." Jim Bishop

Choypw

Jul 11 05:58:56

"Every little helps." Tesco #cem #cxm

Choypw

Jul 11 05:55:51

Lies always sound better than the truth. Would you rather be told a terrible truth or a happy lie? #management

Choypw

Jul 11 05:53:50

It's the little things that make a big difference. #cem #cxm

Choypw

Jul 11 05:52:30

"It's the little things that count." Cathay Pacific #cem #cxm

Choypw

Jul 11 05:50:41

It's the little things that move you. #cem #cxm

Choypw

Jul 11 05:48:13

How to Avoid Every Leader's Nightmare: Becoming Irrelevant-http://bit.ly/aKwesD

Choypw

Jul 11 05:46:19

People are emotional. The challenge is to help them realize the power of unconscious rationality. #leadership

Choypw

Jul 11 05:45:04

People only welcome opinions they'd like to hear. The challenge is to help them listen. #leadership

Choypw

Jul 11 05:43:40

Any opinions against their unconscious decision will be ruled out. The challenge is to handle emotion with rationality. #leadership

Choypw

Jul 11 05:40:35

People are more inclined to opinions that are on their side. The challenge is to get their buy-in through WIIFM. #leadership

Choypw

Jul 11 02:31:14

"Winning takes talent, to repeat takes character" John Wooden http://exectweets.com/2010/06/06/the-wisdom-of-coach-john-wooden/

exectweets

Jul 11 02:12:19

RT @Gagrin: #Creativity is declining - The Creativity Crisis - Newsweek: http://bit.ly/9VgzN9

Brainzooming

Jul 11 00:55:12

Endurance is not just the ability to bear a hard thing, but to turn it into glory.  - William Barclay

philosophytweet

Jul 10 18:19:12

"Always write with the assumption that the person reading it has never heard of you before." Harder than the alternative.

gapingvoid

Jul 10 16:06:01

@Choypw @mjayliebs Many patterns, for example in complex adaptive systems, are only visible with the benefit of hindsight.

GrahamHill

Jul 10 16:04:34

@Choypw @mjayliebs Famous last words! It is the spotting of patterns that is so challenging, particularly in the complex world we live in.

GrahamHill

Jul 10 16:02:57

@Choypw @mjayliebs The Peak-TREND-End heuristic is just that; a rule of thumb. Like all heuristics it must be applied intelligently.

GrahamHill

Jul 10 15:14:38

Needs-based segmentation-http://bit.ly/c8m4vr

Choypw

Jul 10 15:09:03

"The 4Ps of Improvisational Storytelling - Person I Place I Problem I Props

#creativity"

thinktank_

Jul 10 15:06:58

We have 3 different kinds of vocabulary: Reading I Writing I Communicating - what are your strengths in each? #creativity

thinktank_

Jul 10 15:06:05

@GrahamHill @mjayliebs Everything has a pattern. As long as the pattern is identified, nothing is complicated.

Choypw

Jul 10 15:05:05

@GrahamHill @mjayliebs Do you really believe in the peak-end rule? People remember best only when it's relevant.

Choypw

Jul 10 14:28:43

@Choypw @mjayliebs The peak-trend-end heuristic would suggest that life is not quite so simple.

GrahamHill

Jul 10 14:26:31

@Choypw No problemo!

OutsideInThink

Jul 10 14:25:47

@OutsideInThink Thank you for all the RTs. Appreciate much.

Choypw

Jul 10 13:59:47

Why cares if customer experience has any ROI? Every firm should only care about how to deliver positive experience, then ROC will come. #cem

Choypw

Jul 10 13:18:05

RT @Choypw-Where does value co-creation take place? If not touchpoint, where?! #scrm #crm #cem... http://bit.ly/d9DdKT #OutsideInThink

OutsideInThink

Jul 10 12:43:23

@mjayliebs Capabilities? Hm. Expectations? They always want consistent experience. Trust? They always trust those who walk the talk. #scrm

Choypw

Jul 10 12:06:49

@mjayliebs @GrahamHill Customers want consistent positive experience at every touchpoint.

Choypw

Jul 10 11:45:30

@GrahamHill do you believe Edelman's stats are skewed, wrong or not related to SocCust? http://bit.ly/97fwRd cc @choypw http://bit.ly/9LD8UZ

skewedup

Jul 10 11:27:14

@GrahamHill do you believe Edelman's stats are skewed, wrong or not related to SocCust? http://bit.ly/97fwRd cc @choypw

mjayliebs

Jul 10 11:03:39

Just go back to basics! Apply 5W1H to everything. Make everyone's life easier! #marketing #business

Choypw

Jul 10 10:58:30

VCC is nothing new after all. Value is related to what, or experience. Co-creation is about who, when and where. #crm #scrm #cem

Choypw

Jul 10 10:55:12

Where does value co-creation take place? If not touchpoint, where?! #scrm #crm #cem #business

Choypw

Jul 10 10:54:05

@GrahamHill Does Microsoft co-create value with customers? How about Apple? If not, why?

Choypw

Jul 10 10:51:08

@GrahamHill Where does co-creation take place? touchpoint?

Choypw

Jul 10 10:48:47

@GrahamHill Is there any relationship between VCC and touchpoint experience?

Choypw

Jul 10 10:34:42

@Choypw Relationships are driven through value co-creation. Do you know what your customers and partners really want?

GrahamHill

Jul 10 10:28:18

Every firm wants customers to be emotionally and rationally loyal. Will emotional loyalty drive rational loyalty? #crm #cem #cxm

Choypw

Jul 10 10:24:27

@mjayliebs @Choypw Or are we confusing the silent majority in the long-tail for the loud minority in the SocMed head? #socmedmyths

GrahamHill

Jul 10 10:20:24

How come it's so difficult to focus on the right thing? What's the difference between service experience and customer experience? #crm #cem

Choypw

Jul 10 10:10:38

RT @Choypw-Holy! Just realized that besides CRM and CEM, there is CFM: Customer Feedback Management!... http://bit.ly/c86KTj #OutsideInThink

OutsideInThink

Jul 10 10:10:37

RT @Choypw-Just stop confusing the management world with never-ending jargons! Get back to the... http://bit.ly/9BLRXk #OutsideInThink

OutsideInThink

Jul 10 10:10:37

RT @Choypw-The fact that customers are now enabled to communicate on bigger and faster platform does... http://bit.ly/dezXLf #OutsideInThink

OutsideInThink

Jul 10 10:10:37

RT @Choypw-Stop this stupid Social Customer idea. Customers are still the customers! #scrm #crm http://bit.ly/9ObdNb #OutsideInThink

OutsideInThink

Jul 10 10:04:57

@Choypw Yes, customers are still customers. but capabilities, expectations and who they trust is different than it was #scrm

mjayliebs

Jul 10 09:57:08

Holy! Just realized that besides CRM and CEM, there is CFM: Customer Feedback Management! #crm #scrm #cem

Choypw

Jul 10 09:46:14

Business is about relationships. So do something about it! How do you measure relationship? Based on quantity or quality of touchpoint? #cem

Choypw

Jul 10 09:43:09

Just stop confusing the management world with never-ending jargons! Get back to the basics! #scrm #crm

Choypw

Jul 10 09:39:59

The fact that customers are now enabled to communicate on bigger and faster platform does not mean they are different! #scrm #crm

Choypw

Jul 10 09:37:45

Stop this stupid Social Customer idea. Customers are still the customers! #scrm #crm

Choypw

Jul 10 07:43:31

What exactly is culture fit? That everyone speaks the common language, or alignment; and alignment reinforces engagement! #management

Choypw

Jul 10 06:51:44

Tony Hsieh On His Secrets Of Success - Forbes.com http://icio.us/5mlub3

jorgebarba

Jul 10 06:21:50

More proof!  > RT @stevecohncsp: The answer to increased business in bad economy is simple. So why don't co's get it? http://bit.ly/a3Nvyh

bartdecraene

Jul 10 04:39:31

Why do you tweet? To show off you have loads of followers? Or to share knowledge? Or to make money? #twitter #business #scrm

Choypw

Jul 09 22:45:03

Reading: "Energize Your Customer Experience Strategy" http://ow.ly/29kpl

MichaelHinshaw

Jul 09 19:19:30

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

Choypw

Jul 09 17:02:29

RT Thank yous @Innovation360 @ellenfweber @ralph_ohr @Jabaldaia @CreativeSage @WeSayGo @DavidFCox @SAlhir @OliverMeschke @Choypw @outilammi

jorgebarba

Jul 09 16:04:19

Treat your employees like customers. Why? Tom answers in a new video: http://is.gd/dlGtP ^SD

tom_peters

Jul 09 15:38:06

RT @jberkowitz: Who Owns the Customer Experience- http://bit.ly/aGX2dd // Excellent Info  #crm #marketing #scrm

rwang0

Jul 09 15:34:19

Who Owns the Customer Experience- http://bit.ly/aGX2dd // Excellent Info  #crm #marketing #scrm

jberkowitz

Jul 09 15:09:42

RT @mikeboysen & @CRMStrategies: Another good one by @wimrampen-The Future of Marketing: Understanding Value Co-creation http://ow.ly/294nS

jberkowitz

Jul 09 15:05:11

What is the gap? The distance between you and your competition. The greater the gap, the closer you are to your customer http://bwbx.io/zbNE

Hyken

Jul 09 14:49:50

RT @Jeroen_Bouserie @Choypw: What If Customer Experience Has No ROI? http://bit.ly/bCDDwq #cx #scrm (we get this question alot in #b2b)

megheuer

Jul 09 14:44:15

RT @Choypw: What If Customer Experience Has No ROI? http://bit.ly/bCDDwq #cx #scrm

Jeroen_Bouserie

Jul 09 14:39:20

Great insight RT @Choypw: What If Customer Experience Has No ROI?-http://bit.ly/cVewkk #scrm /via @chrisabutler

ubervu

Jul 09 14:23:08

How Knowledge Management Is Moving Away From the Repository as Goal http://s.hbr.org/cJXeVs

HarvardBiz

Jul 09 14:00:39

RT @Choypw: What If Customer Experience Has No ROI?-http://bit.ly/cVewkk | interesting #scrm

chrisabutler

Jul 09 13:58:52

What If Customer Experience Has No ROI?-http://bit.ly/cVewkk

Choypw

Jul 09 13:56:56

ROI is company-centric. ROC is customer-centric. To have high ROI, invest in ROC. @DonPeppers http://bit.ly/bULkgg

Choypw

Jul 09 13:48:59

ROI or Return on Customer? which is more relevant for your own business? http://bit.ly/8XnMAe

DonPeppers

Jul 09 13:30:10

Webinar: Understand the 7 philosophies for building a great Customer Experience http://ow.ly/296h0

ColinShaw_CX

Jul 09 11:46:23

“If your boss demands loyalty, give him integrity. But if he demands integrity, give him loyalty.” —John Boyd, military strategist, pilot

tom_peters

Jul 09 11:36:40

RT @ariegoldshlager: [PARC] Brainstorming for quality ideas: http://bit.ly/8eaPVX #brainstorming #innovation

GrahamHill

Jul 09 11:15:43

@Choypw Glad you found the post "interesting" which is probably better than "cute" given the content : )

Brainzooming

Jul 09 11:11:18

@Choypw Someone forwarded me an email yesterday about a bad situation. Her only comment in the forward was "Interesting...." What timing!

Brainzooming

Jul 09 10:59:23

@Brainzooming Mine is "cute" or "interesting." Interesting post indeed. We don't mean what we say most of the time.

Choypw

Jul 09 10:49:10

Create sales pipes and forget sales funnels. A brand can do that only if they reveal their true essence at every marketing touchpoint.

elliance

Jul 09 10:47:43

@Choypw Probably should be, but a case of a word to describe something w/o the characteristics it describes! Are there others like that?

Brainzooming

Jul 09 10:42:16

@Brainzooming Shouldn't the word be "versatile?" http://bit.ly/a9VWOB

Choypw

Jul 09 10:38:08

What’s the Most Versatile Word in Your Vocabulary? http://bit.ly/9LxGQc #language

Brainzooming

Jul 09 10:32:36

4 Ways to Boost Customer Experience - destinationCRM.com http://shar.es/mFmdH #cem

vanbael

Jul 09 10:30:02

The rise of Collaborative Consumption | Beyond Philosophy http://ow.ly/296dW

ColinShaw_CX

Jul 09 09:13:43

Delivering a branded customer experience by Accenture-http://slidesha.re/CAf7D

Choypw

Jul 09 09:03:40

"Incorporating Satisfaction into Customer Value Analysis:

Optimal Investment in Lifetime Value-http://bit.ly/9Pg3rf"

Choypw

Jul 09 08:31:11

Management Tip: 3 Tips for Defending without Being Defensive http://s.hbr.org/9PGFee

HarvardBiz

Jul 09 08:05:16

Don't be with someone you can live with; be with someone you can't live without. [via @Detsj]

Choypw

Jul 09 07:26:56

Real Prosperity Doesn't Come From Stimulus — Or Austerity http://s.hbr.org/9DAlaJ

HarvardBiz

Jul 09 06:58:13

Delay is preferable to error. [via @Detsj]

Choypw

Jul 09 06:20:08

Transparency Is A Characteristic, Not A Goal http://bit.ly/d23Zus by @mjayliebs | Good point + it should be a habit, not an act.

vanbael

Jul 09 05:45:19

It's important to understand how people experience experience when designing experience. Else, it's your experience not theirs. #cem #cxm

Choypw

Jul 09 05:26:39

Because the devil is in the details, make little things count! #marketing #cem #cxm #crm #management #leadership #business #scrm

Choypw

Jul 09 05:09:58

@Choypw VCC sits under much of commerce today. But most commerce is not designed to optimise VCC, just to maximise one side of it.

GrahamHill

Jul 09 02:58:01

RT @LindaIreland RT @retaincustomers: Interesting presentation by KLM on Customer Experience Program http://bit.ly/8YFDyS #servicedesign

Reaburn

Jul 09 00:51:21

The man who reads nothing at all is better educated than the man who reads nothing but newspapers.

Detsj

Jul 08 22:32:42

"Taking the NO Out of InNOvation" - Free Ebook http://bit.ly/bxQEap #innovation #creativity #ebook

Brainzooming

Jul 08 21:56:33

Thx 4 RT @Choypw @EffectiveExp: Simplest competitive intelligence: employees think & act like custs http://j.mp/cO8IoX #CEM & #innovation?

aharbourne

Jul 08 21:53:29

Everything You've Always Wanted to Know About #Innovation* But Were Afraid To Ask http://bit.ly/be0fAt Must read!

jorgebarba

Jul 08 20:33:24

How 16 Great Companies Picked Their Unique Names http://bit.ly/bJQRV6 (OPEN blog)

BrandManageCamp

Jul 08 20:27:31

10 Reasons You’re Not Getting Followers on Twitter- http://bit.ly/dvywVT #scrm #socialmedia

jberkowitz

Jul 08 20:26:29

Sensemaking- the manner in which we make meaning during the design process. http://bit.ly/cR8WFK by @jkolko

frogdesign

Jul 08 19:15:05

Webinar: Learn the impact of leadership and culture on Customer Experience http://ow.ly/28xXA

ColinShaw_CX

Jul 08 19:00:25

Good marketers know that consistency/persistence is key. You can't "get in, get out." Others wrongly assume one touchpoint will do it.

LauriJordana

Jul 08 18:19:05

Well begun, half done? Well begun, well begun. It's nowhere near half done. It's just started. #management

Choypw

Jul 08 14:18:32

Please help us understand more about how executives make strategic decisions by completing a survey. http://bit.ly/bMJtrf

McKQuarterly

Jul 08 13:32:53

Forrester: What is the value of a Facebook Fan? Zero! http://bit.ly/dxDDQV #fb (I'd focus on community over fans anyway)

armano

Jul 08 10:45:44

People. Exceution. Action. EXCELLENCE. That's my last 45 years' work.

tom_peters

Jul 08 10:43:54

Great people will create great strategies. Great strategies, if there are such things, will not create great people.

tom_peters

Jul 08 08:36:56

The need for speed and transparency: customer interactions & relationships in the real-time age - incl. whitepaper - http://bit.ly/bZXclI

EffectiveExp

Jul 08 03:54:45

Free ebook & a great resource from the Employee Engagement Network http://bit.ly/9CvxoY

Reaburn

Jul 08 03:33:57

Interesting implications for empathy & assurance dimensions of experiences: Use of fear in #service http://bit.ly/daMIhT via @DeliverBliss

Reaburn

Jul 08 03:00:03

RT @jeanniecw Customer experience opportunity lost. Lame United Airlines tweet inspired this post. http://bit.ly/dqVz8S

Reaburn

Jul 08 02:43:22

The source of best practices for thinkers.

philosophytweet

Jul 08 01:59:48

RT @TalentCulture: 5 #creativity tips for the #workplace from Work Of Art: http://su.pr/7te7ii by @Brainzooming #WorkOfArt

Brainzooming

Jul 08 01:40:04

Join @HBRexchange for tomorrow's #HBRchat at 1pm EDT on putting employees first. Details at http://s.hbr.org/bVnqJe

HarvardBiz

Jul 07 22:27:27

76% of mobile phone owners take photos, 72% txt, 38% internet, 34% video, 34% games, 34% email, 33% music: http://bit.ly/c6fUSa

frogdesign

Jul 07 21:50:23

Getting inside the brand. The value of research. http://bit.ly/b3dsw8 Creative ways Touchpoint gathers brand insight.

touchpointage

Jul 07 21:14:38

I bet 95% of "strategies" fail not because the strategy is defective but because the execution falls flat.

tom_peters

Jul 07 20:55:54

"Words" - the latest free section of The Little BIG Things read by Tom. http://is.gd/dj9ml ^SD

tom_peters

Jul 07 20:51:28

McKinsey Quarterly July 2010 Newsletter--Five global forces that will reshape business http://bit.ly/9tYGkh

McKQuarterly

Jul 07 19:31:47

Critical touchpoint should be identified based on customer preference, competitor ability, and company resources. #touchpoint #cem #cxm

Choypw

Jul 07 19:20:03

@fastcompany Profitable sustainability is achieved by innovation. @rdbrunner #30SecondMBA

Choypw

Jul 07 19:04:55

What's More Important, Innovation or Growth? @rdbrunner answers this week's #30SecondMBA http://bit.ly/abjIML

fastcompany

Jul 07 18:30:11

treat your customers right. Nice post from @nancyduarte on Adobe (client) customer experience http://bit.ly/dmEmy9 #fb

armano

Jul 07 18:25:03

Reading: "Customer Experience Management – The Telecom Industry Ahead" http://ow.ly/28ckK #cem #cex

MichaelHinshaw

Jul 07 17:01:55

Extremes in Customer Service http://su.pr/1Tjx70

YourCustomers

Jul 07 16:49:42

Do You Have Their Backs? Or Just Your Own? http://s.hbr.org/donkG8

HarvardBiz

Jul 07 16:27:13

Do your employees trust you? Why do you think that is? 4 Leadership Behaviors That Build or Destroy Trust: http://ht.ly/28cB9

kenblanchard

Jul 07 15:00:20

I like the dreams of the future better than the history of the past.

Detsj

Jul 07 14:57:35

The Benefits of Thinking the Unthinkable http://s.hbr.org/cxxALX

HarvardBiz

Jul 07 14:57:34

Retaining a Workforce That Wants to Quit http://s.hbr.org/bgcUw7

HarvardBiz

Jul 07 13:53:03

Simplest competitive intelligence: employees think & acting like customers -HBR http://j.mp/cO8IoX Real #CEM & #innovation?

aharbourne

Jul 07 13:36:32

Most B2B companies credit the last marketing touchpoint as the lead source, neglecting points earlier in process. http://bit.ly/aglgiu

PrimeDayton

Jul 07 13:30:56

What is Customer Service? http://goo.gl/fb/A5Emd  #customerservice

YourCustomers

Jul 07 13:30:56

Newton's Law of Authenticity http://goo.gl/fb/4gfzr  #customerservice

YourCustomers

Jul 07 13:30:03

The rise of Collaborative Consumption | Beyond Philosophy http://ow.ly/283eo

ColinShaw_CX

Jul 07 12:32:45

RT @Choypw - touchpoint is critical when it's not yet critical; it's no longer critical when it's already cr... http://tinyurl.com/39wuhbm

your_marketing

Jul 07 12:31:07

touchpoint is critical when it's not yet critical; it's no longer critical when it's already critical. #marketing #touchpoint #cxm #cem

Choypw

Jul 07 11:17:26

Our latest email newsletter, which goes out later today, will announce a cool little project. Stay tuned. http://bit.ly/bSkSU9

DanielPink

Jul 07 11:00:18

Thanks for RTs this wk! @MyPath_MP @A_Greenwood @kurtbcarr @Choypw @chrissstone @173sud @chuckfrey @DeKleinePrinses @getrealresults @ldguymn

Brainzooming

Jul 07 08:39:31

Management Tip: Remove the Mental Barriers to Career Success http://s.hbr.org/c8s6w4

HarvardBiz

Jul 07 06:16:14

Even with an emotive brand you've come to know well, the most pleasing interactions are totally unexpected.

Emotivebrand

Jul 07 04:34:50

What is influence? http://bit.ly/c1ykzs

frogdesign

Jul 06 23:26:25

Carol Roth published over 100 customer service tips from experts and entrepreneurs. Worth your time - http://ht.ly/27xnm

Hyken

Jul 06 21:41:45

Grooming Leaders to Handle Ambiguity http://s.hbr.org/c3k7Uo

HarvardBiz

Jul 06 21:41:44

How to Avoid Death by Presentation http://s.hbr.org/bCbNiq

HarvardBiz

Jul 06 21:41:43

Who Is the New CEO? http://s.hbr.org/9LYSsK

HarvardBiz

Jul 06 21:38:10

World Cup Leadership Lessons http://s.hbr.org/aXo4Nv

HarvardBiz

Jul 06 21:21:29

Great reminder from Jon Thomas to"Love Your Audience." http://su.pr/2cUI7H #customerservice #scrm

YourCustomers

Jul 06 21:12:31

How many social media monitoring/analysis acquisitions can you remember? Here's the score card: http://bit.ly/d95H5V

gilliatt

Jul 06 20:56:37

What do you expect of people? http://ht.ly/27Num

kenblanchard

Jul 06 19:30:46

"They always say time changes things, but you actually have to change them yourself."--Andy Warhol

exectweets

Jul 06 18:34:46

@Choypw Thanks for all the RTs the past few days...I really appreciate the support!

Brainzooming

Jul 06 17:42:28

At least 10%. RT @DeliverBliss: RT @MindshareVoice Take our quick Social Media survey! It'll make you 10% more awesome! http://bit.ly/aEyMOw

Reaburn

Jul 06 17:42:01

post on How to Empower Your Employees to Serve their Newly Empowered Clients http://bit.ly/aNWLXV

BillIves

Jul 06 17:11:14

is making little things count.

Choypw

Jul 06 17:05:05

The Break Up between the advertiser and the customer | Beyond Philosophy http://ow.ly/27rGq

ColinShaw_CX

Jul 06 17:02:15

The Case Against Collaboration, Part 2 http://su.pr/A1MY0l

YourCustomers

Jul 06 16:57:31

How to Ruin Your Brand, Your Business, and Your Career: The 13 Worst Marketing Mistakes: http://bit.ly/9JoIum

MarketingProfs

Jul 06 16:56:55

Daily factoid: 70% of firms without a customer experience exec lack a clear customer experience strategy. http://tinyurl.com/cxpmatters

btemkin

Jul 06 16:40:01

New Blog Post: CRM and Multi-channel Marketing: Of Suds and Shoes and Many Things http://bit.ly/df2RPa

Epicor_Retail

Jul 06 15:36:49

repeat after me "Influence is not Reach, Reach is not Influence. Fast Company is not to be trusted". #FeelBetterNow

ekolsky

Jul 06 15:36:30

Have you sought out and over-reacted to a customer (external or internal) problem today? (HUGE OPPORTUNITY.)

tom_peters

Jul 06 15:12:07

My take on the #Gartner #SCRM Magic Quadrant? Not quite there - http://bit.ly/9UoO24

ekolsky

Jul 06 15:10:45

RT @rwang0 Applying The Five Stages Of SCRM Adoption «  A Software Insider’s Point of View http://bit.ly/aO5orl | good research piece

ekolsky

Jul 06 14:25:08

Internal customers at least as important as external customers-what's your "love and affection" strategy for internal customers this week?

tom_peters

Jul 06 14:23:57

To be sensitive is not to be soft. Sensitive is a good idea in business because it works!

tom_peters

Jul 06 14:13:48

For your customers to be loyal to you, you must first be loyal to your customers! http://bwbx.io/Ci4S

Hyken

Jul 06 14:07:11

When & Where Emotional Intelligence Needs To Enter an Organization http://goo.gl/fb/aZJss  #sales

YourCustomers

Jul 06 14:05:21

Don't Play "Gotcha" with Senior Execs, Because They'll "Getcha" http://bit.ly/ctEgmi #personalbrand #jobs #strategy

Brainzooming

Jul 06 13:35:43

Congrats to Sprint (Adriano) and CIGNA (Lindberg) for CRM Excellence Awards. My post on leadership: http://experiencematters.wordpress.com

btemkin

Jul 06 13:12:13

No one cares if your customer experience is 5% better, they care if you are… http://goo.gl/fb/MCVAC  #customerservice

YourCustomers

Jul 06 12:10:03

8 Ways To Bring Your Creative Passions to Work: http://ow.ly/27t4X #creativity

chuckfrey

Jul 06 09:52:49

Read @ekolsky VERY impnt. analysis of Gartner Customer 360. Absolute must. http://bit.ly/d28eht

pgreenbe

Jul 06 05:59:20

With VCC, should we move from 1-to-1 to 1-with-1? @DonPeppers #marketing

Choypw

Jul 06 05:53:03

VCC is about engaging others to create value together. But is VCC always better than creating value for others by own efforts? #marketing

Choypw

Jul 06 05:44:18

@GrahamHill That's from Lao Zi Graham... But VCC is interesting. Is VCC the future of everything? Is Microsoft/Apple into VCC? If not, why?

Choypw

Jul 06 05:09:07

@Choypw Confucian value co-creation?

GrahamHill

Jul 06 04:59:15

Does value come at a price? Or is something valuable priceless? Like water? #marketing

Choypw

Jul 06 04:28:46

The key to effective value co-creation is to put yourself in others' shoes and ask WIIFM. It's simple but easier said than done. #marketing

Choypw

Jul 06 03:16:06

Value co-creation is not the future of marketing but everything. #marketing

Choypw