experience (version 10.8.25)

experience is an evaluation process on value delivered at touchpoint.

* Keep staring at the black dot... after a while the gray haze around it will appear to shrink.

experience (version 10.8.24)

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

Tweets of 17-23 Aug 2010

Aug 23 23:30:36
You bet they do! RT @Satmetrix: Do customers play a role in the service experience? http://bit.ly/a458bh (via @KristinaEvey) #cem #custserv
LindaIreland

Aug 23 22:43:30
Enjoyed the earlier banter between Old School @tom_peters and New School @Revez_Nexus
thinktank_

Aug 23 22:36:56
Funny-sad someone thought this a good idea! RT @LiorStrativity: How NOT to survey customers! see picture #cem http://twitpic.com/2hkipk
LindaIreland

Aug 23 22:28:30
Gary Hamel: The Hole in the Soul of Business (WSJ) - #management http://icio.us/yvnnpg
jorgebarba

Aug 23 22:24:07
RT @DeliverBliss: What should companies & customers commit to each other? http://bit.ly/do9cfY /via @Reaburn
LindaIreland

Aug 23 21:56:58
Nothing is what it seems: A look at Levi's Workshop +how brands are driving creative production #interactivecommunity http://bit.ly/chb45T
frogdesign

Aug 23 20:56:17
Authenticity – you can’t fake it http://bit.ly/aGZ72L /via @ShaunSmith_CEM // Don't forget Newton's Law of Authenticity http://ow.ly/2tDD5
DeliverBliss

Aug 23 20:08:01
Customer Service in Times of Change - Insights http://t.co/NH0HJGG by @KateNasser #custserv < Nice read. Focus on inside w customer in mind.
vanbael

Aug 23 20:05:03
New blog post: Focus and Excellence. http://bit.ly/9K6zxk by @mikehenrysr #LeadChange
KnowledgeBishop

Aug 23 19:10:02
Top 5 Most Indispensable Twitter Tools for Marketers http://ht.ly/2tAaG #socialmedia #marketing
thinktank_

Aug 23 19:02:26
RT @river_star: 6 Pieces of Research Every Customer Service Pro Should Know http://ow.ly/2ty0i #custserv #scrm #cem | nice stats + refs!
vanbael

Aug 23 18:56:02
What Are Your Brand Standouts? http://bit.ly/anzPVe
CEB_MLC

Aug 23 18:03:05
Must Read New Article about Customer Experience : http://www.strategy-business.com/article/10308
LiorStrativity

Aug 23 18:02:18
@Choypw : http://www.strategy-business.com/article/10308
LiorStrativity

Aug 23 17:28:58
Understanding the ROI of Customer Evangelism http://goo.gl/fb/v1639 #sales
YourCustomers

Aug 23 17:17:37
Check out "LetterCult." Super-inspiring designs -- one letter at a time. http://ht.ly/2s2mr via @tim_leake
Choypw

Aug 23 17:17:11
Appreciate those RTs: @cochrancreates @TacticMarketing @jeffthesensei @cotisgal @thinkip @Choypw @KillianOSull @libertygrill √√
thinktank_

Aug 23 16:19:05
A Psychologists View of UX~ User Experience Design http://ht.ly/2ttkm #marketing #branding #design
thinktank_

Aug 23 16:18:08
@Choypw Well you are entitled to your opinion, but I totally disagree!
superdaveh4eva

Aug 23 16:12:30
@RossLeadership That's from Hanshu, or the Book of Han.
Choypw

Aug 23 16:07:21
RT @rwang0: Now that's about the smartest thing I've heard all week. RT @wisdomalive: The art of #sales is to stop selling and start helping
mich8elwu

Aug 23 16:00:02
David McCandless: The beauty of data visualization http://bit.ly/d7PkxA
TED_TALKS

Aug 23 15:43:16
@superdaveh4eva Nay... a good logo has nothing to do with good brand. #marketing
Choypw

Aug 23 15:18:47
@Choypw You must be joking... Why logo? A good brand begins with a good logo. #marketing
superdaveh4eva

Aug 23 15:15:22
Why logo? Big firms don't need it to enhance brand. Small firms don't need as it won't help biz. So what's the value of logo? #marketing
Choypw

Aug 23 14:12:31
Discover why traditional marketing doesn’t work anymore and TouchPoint Branding does. . . http://budurl.com/BookExcerpt
RickBarreraTips

Aug 23 14:11:33
4 Things to Consider When Creating a Business Logo - http://mash.to/2tmYI
mashable

Aug 23 14:10:38
How to increase customer value the Warren Buffett way http://ht.ly/2tntA
MyCustomer

Aug 23 13:16:55
Marketers struggling with changing customer expectations - study http://ht.ly/2tlbt #marketing
MyCustomer

Aug 23 13:11:18
A Salesperson's Seven Deadly Sins http://s.hbr.org/cIQU2n
HarvardBiz

Aug 23 11:50:10
@LiorStrativity May I please have the link to Strategy+Business Magazine customer experience review?
Choypw

Aug 23 11:40:54
At client - need to define who the customer is. If you do not know it, start here. #cem #customerexperience
LiorStrativity

Aug 23 11:40:12
No executive like to leave money on the table of existing customers. Focus on this financial driver #cem #customerexperience
LiorStrativity

Aug 23 11:39:24
Measure how much existing customers spend with competitiors. This is your biz case for customer experience #cem #crm
LiorStrativity

Aug 23 11:38:24
Senior leadership are customers as well. Have them tap into their inner customer to "get it" #customerexperience
LiorStrativity

Aug 23 11:37:30
Strategy+Business Magazine published a customer experiecne review. New book is highlighted. Not yet oon the web. a must read #cem
LiorStrativity

Aug 23 10:40:57
Thanks for RTs Sunday! @JenniferSertl @adatapost @LeaderSummaries @ahawkcollinger @Choypw @larry_slo @moretips4u @annabananaSP @ChrisPonder
Brainzooming

Aug 23 08:41:13
Management Tip: 3 Steps to Recover from a Mistake http://s.hbr.org/bVMrZc
HarvardBiz

Aug 23 08:07:50
@wimrampen Congratulations!!!
Choypw

Aug 23 07:41:13
Any difference? Profitable Sustainability vs Sustainable profitability? #management #business
Choypw

Aug 23 06:50:28
@wimrampen Because they are only obvious in hindsight approx 100% of the time.
tom_peters

Aug 23 06:25:19
Why do we miss disruptive innovations? http://bit.ly/bOunK2
wimrampen

Aug 23 04:23:05
Continuous #innovation turns today commodity into experience tomorrow. #marketing
Choypw

Aug 23 03:26:19
RT @Brainzooming: Making Quick Decisions During Strategic Planning: 5 Key Qs http://bit.ly/atDUtf #strategy #decisionmaking (via @Choypw)
AHawkCollinger

Aug 23 02:50:02
TY for RTs and mentions @jonasthanatos @derrickstrand @Choypw @foohaiku @ProNetworkBuild @dailypantload
KnowledgeBishop

Aug 23 01:44:59
When LIST-EN-ING to others (incl "annoying" others), if you "get the picture" in 1st 30 seconds-well, you really don't get it at all.
tom_peters

Aug 23 01:26:09
HOW TO: Undo “Send” in Gmail - http://mash.to/2t9yQ
mashable

Aug 23 01:25:49
#SBBM 29: Why marketing should be at the heart of your business http://bit.ly/91r9qm (#Podcast)
TimboReid

Aug 23 01:23:39
Making Quick Decisions During Strategic Planning - 5 Key Questions http://bit.ly/atDUtf #strategy #decisionmaking
Brainzooming

Aug 23 01:14:06
The only thing I allow myself to truly hate is ... hate.
tom_peters

Aug 23 00:45:30
You don't need 10,000 tweets to get 20,000 followers. You need 200 quality, relevant, valuable messages that are retweetable. Gitomer
gitomer

Aug 22 22:14:50
"The end of management" by @alansmurray WSJ sees the light! via via dscofield #radicalmanagement
stevedenning

Aug 22 21:05:08
To err is human; to ADMIT it, superhuman. - Doug Larson via @dhudiburg
KnowledgeBishop

Aug 22 20:22:11
Thank you all! RT @BSDalton @ChoyPW @NewWorkTrends The Consumer Matters - @GearheadGal interviews @WriteTheCompany - http://bit.ly/d7vcY3
WriteTheCompany

Aug 22 20:17:43
Twitter is so much about human connection. It's why a face pic always beats a logo. Show me that smile!
unmarketing

Aug 22 20:16:48
Hawthorne experiments. Theory Y. Etc. Power of acknowledging people and asking for their creative engagement. Still new/news!
tom_peters

Aug 22 20:01:02
Thx 4 RT @ViDuJagOss @SemiraSK @ralph_ohr @the_idea_agency @jahven @IncreaseProfit @kayfun2 @MartijnLinssen @Choypw @gagan_s @Digitaltonto
wimrampen

Aug 22 19:15:04
Tasty innovation: Brand Muffins are a recipe for success for small business owners. http://bit.ly/aSiyWv
MichaelHinshaw

Aug 22 19:01:07
@Choypw - ps...who was the Chinese leader? Chinese wisdom also talks about "self, another, team, organization" when managing a country.
RossLeadership

Aug 22 18:54:09
@Choypw - ancient Chinese wisdom is wise indeed! :-)
RossLeadership

Aug 22 18:45:03
"Most great people have attained their greatest success just one step beyond their greatest failure." - Napoleon Hill
colourlovers

Aug 22 17:50:24
"Awareness is seeing and hearing, while attention is watching and listening." Greg Verdino #marketing
Choypw

Aug 22 17:42:12
"The purpose of #business is to create a customer who creates customers." Shiv Singh #marketing
Choypw

Aug 22 17:39:03
Relationship marketing didn't emerge in the 1980s. It's been around for at least 2k years! It's called guanxi in China! #marketing
Choypw

Aug 22 17:24:32
"Motivation: we spread what we have incentive to share." Greg Verdino 4/4 #scrm #crm #marketing
Choypw

Aug 22 17:24:14
"Expression: we spread what allows us to share something about ourselves." Greg Verdino 3/4 #scrm #crm #marketing
Choypw

Aug 22 17:23:51
"Interest: we spread what interests us and what we think will interest others." Greg Verdino 2/4 #scrm #crm #marketing
Choypw

Aug 22 17:23:17
"The 3 elements of viral success are: interest, expression, and motivation." Greg Verdino 1/4 #scrm #crm #marketing
Choypw

Aug 22 17:16:20
Everything sounds great in theory, but the proof is in the performance. #business #management
Choypw

Aug 22 17:15:01
Stuck creatively? Here's a #Creativity Prayer http://bit.ly/bKkkx8 #prayer #spirituality #creative
Brainzooming

Aug 22 17:12:00
@RossLeadership Believe it or not, ancient Chinese wisdom also talks about "self, another, team, organization" when managing a country.
Choypw

Aug 22 17:06:50
"Great things are done by a series of small things brought together." Vincent Van Gogh #marketing #business #LeadChange
Choypw

Aug 22 15:55:21
RT @berenicering: Explaining complicated ideas simply: The power of 100 http://bit.ly/9eTCB6 and Legos http://bit.ly/djGL5d thx @aaker @GOOD
wimrampen

Aug 22 15:25:27
NTL's 4 dimensions of #leadership - self, another, a team, an organization. #LeadChange. http://www.nowthatsleadership.com
RossLeadership

Aug 22 15:10:23
How would you describe Excellence to an 11-year-old? Ask your teammates to try that. excercise Then apply to us/ourprojects/this week/today.
tom_peters

Aug 22 15:07:43
Rem: "Excellence is not an aspiration. Excellence is the next 5 minutes": APPLY THAT IDEA TO THE 1ST 5 MINUTES OF YOUR DAY ON MONDAY.
tom_peters

Aug 22 15:01:49
What Am I Reading...and Where's the Real Value? | Deliver Bliss - The Business of Customer Experience http://bit.ly/b1IvZ7 ~ A Must-read!
tedcoine

Aug 22 14:08:01
@tedcoine @Choypw I'm happy. Yes!
KnowledgeBishop

Aug 22 14:07:14
Thnx for end of wk shoutouts! @AMM3N @Choypw @KRCraft @LeadKJWalters @GoebelJulia @numbercrunchers (cont) http://tl.gd/39f0qb
GoebelJulia

Aug 22 13:54:18
@KnowledgeBishop @Choypw If good folks appreciate me and bad people revile me, I'm happy. Never want to be universally loved!
tedcoine

Aug 22 13:52:54
RT @KnowledgeBishop: If ALL people LOVE you, you have probably diluted the message too much. #custserv @Choypw /Good rule to remember!
tedcoine

Aug 22 13:23:37
Monitoring your internal monologue http://bit.ly/b4XTOX
DeliverBliss

Aug 22 13:15:46
Customer Satisfaction Segmentation: Back to the Basics http://j.mp/96JnEw /via @jhenning
DeliverBliss

Aug 22 13:12:59
#custserv - reading:Delivering Happiness Every Day at Zappos http://bit.ly/91L5s1
ericjacques

Aug 22 12:55:00
Not a good message... -- #custserv - reading:Benihana sign - a strange customer experience http://bit.ly/dxYQJ6
ericjacques

Aug 22 12:27:27
It seems so simple RT @Choypw: "Impressions are the takeaways of the experience." Joseph Pine II @joepine
Lerou

Aug 22 12:27:03
#custserv by @richdigirolamo - reading:Want an engaged employee and an engaged customer? Here’s all you need to do……. http://bit.ly/c5SBmi
ericjacques

Aug 22 12:00:06
And if ALL people LOVE you, you have probably diluted the message too much. #custserv :) @tedcoine @Choypw
KnowledgeBishop

Aug 22 11:38:13
@Choypw Thank you, Daryl, for some of my "greatest hits" quotes!
joepine

Aug 22 11:18:27
@tedcoine :)
Choypw

Aug 22 11:10:25
RT @Choypw: If bad people hate you, you're in trouble. #justsayin #custserv (so do right things right the first place)/YES!
tedcoine

Aug 22 11:09:48
@Choypw That is certainly the best option!
tedcoine

Aug 22 10:30:07
If bad people hate you, you're in trouble. #justsayin #custserv (so do right things right the first place) @tedcoine
Choypw

Aug 22 10:21:30
If good people hate you, you're probably a jerk. #justsayin #custserv (so start making amends)
tedcoine

Aug 22 09:56:52
"Customers don't want choice; they just want exactly what they want." Joseph Pine II @joepine #cem #cxm #marketing #custserv
Choypw

Aug 22 09:54:35
"Companies should use customization to create customer-unique value." Joseph Pine II @joepine #cem #cxm #marketing #custserv
Choypw

Aug 22 09:51:42
"Services turn into engaging experiences when layered with sensory phenomena." Joseph Pine II @joepine #cem #cxm #marketing #custserv
Choypw

Aug 22 09:47:59
"Impressions are the takeaways of the experience." Joseph Pine II @joepine
Choypw

Aug 22 08:50:55
RT @ADHumlen: "The Inner Game of #Creativity: Embracing Your Creative Genius" via @SmartStorming http://bit.ly/abr5q8
wimrampen

Aug 22 03:20:02
Appreciate RTs and mentions @syewells @davidsneen @lrmeyer747 @Choypw @manoel_candido @rbugiaditya @tedcoine @GustavoMonagas
KnowledgeBishop

Aug 22 03:12:45
9 Practical Customer Service Tips http://bit.ly/cYXM1Q
DeliverBliss

Aug 22 03:01:00
Thnx for end of wk shoutouts! @AMM3N @Choypw @KRCraft @LeadKJWalters @GoebelJulia @numbercrunchers @TweetRightBrain @aimqld @mcschindler
Brainzooming

Aug 22 02:45:03
Grateful for RTs @lrmeyer747 @Choypw @JMonrouzeau @NewWorkTrends
KnowledgeBishop

Aug 22 01:55:01
Thnx for end of wk shoutouts! @KevinWGrossman @workforcetrends @entwistletx @debmorello @CreativeSage @LindaWhitehead @CommonDeeds @Choypw
Brainzooming

Aug 22 01:45:19
The end of management: http://ow.ly/2sVWe
ErikPosthuma

Aug 21 22:17:26
Forgiveness isn’t an EVENT: It's a PROCESS that starts with a CHOICE. via @BridgetHaymond | #BeTheOne who makes it.
KnowledgeBishop

Aug 21 21:10:42
superior customer experience trumps inferior user experience at self-service checkouts: http://bit.ly/91XSib #ux
williamsrik

Aug 21 21:09:45
RT @ChoicezNL: RT @arnodiepeveen: The Most Effective Measure of Leadership is the Performance of the Team in Your Absence./SO TRUE!!!
tedcoine

Aug 21 19:53:51
Is #experience really an event...? #cem #cxm #marketing
Choypw

Aug 21 19:50:36
@armandbarone :)
Choypw

Aug 21 18:56:39
16 Creative Ways to Supercharge Presentations http://bit.ly/duers9 #creativity #presentations #speakers
Brainzooming

Aug 21 18:22:09
Meet The Fastest Growing Company Ever - Forbes article on Groupon: http://bit.ly/cgpw8G
zappos

Aug 21 18:19:16
@Choypw you also seem to be shaking things up a bit
armandbarone

Aug 21 18:14:04
¡ʇunoɔ sƃuıɥʇ ǝlʇʇıl ƃuıʞɐɯ sı
Choypw

Aug 21 18:11:06
So thank you everyone who attend the forum @xupera @expertinservice @Choypw #ceframework.
davidcamps

Aug 21 18:05:06
Great communicators don't count their words, they weigh them. via @LeadToday
KnowledgeBishop

Aug 21 17:35:03
Go back to basics to improve #collaboration: http://su.pr/2AsLj9 by @EricLeist
TalentCulture

Aug 21 17:09:05
When does experience really start? When the customer starts or plans the purchase? It always starts from the heart. #cem #cxm #custserv
Choypw

Aug 21 15:00:58
If 2 monologues don't make a dialogue, what make?
Choypw

Aug 21 14:52:24
RT @joegerstandt: RT @shawnz "Two monologues do not make a dialogue." -Jeff Daly /LOVE IT!
tedcoine

Aug 21 08:33:33
People are lonely because they build walls instead of bridges. ~JosephFNewton
thinktank_

Aug 21 03:35:02
TY for RTs @austinleelawson @lrmeyer747 @Choypw @juliov27612 @kemulholland @czaucha @manoel_candido
KnowledgeBishop

Aug 21 03:10:03
Appreciate RTs @smaxbrown @mikehenrysr @mitwa_tw @lrmeyer747 @528wellness @Choypw @juliov27612 @bwoelk @rjacquez
KnowledgeBishop

Aug 21 02:50:02
TY for RTs @mikehenrysr @dcthmpsn @pdncoach @miladyred @mitwa_tw @lrmeyer747 @iamlucid @Choypw
KnowledgeBishop

Aug 21 02:35:02
TY for RTs @smaxbrown @ServantTweeter @Leadership1 @FelixCanHelp @lrmeyer747 @ScheubelDevelop @Choypw @NewWorkTrends
KnowledgeBishop

Aug 20 21:27:18
Thx @ChoyPW for RT & Mention ... @ExpertInService @JCCarcamo @KateNasser for #FFs ... & @Skip7547 for #CustServ Daily mention. Appreciated!
WriteTheCompany

Aug 20 21:25:39
Great lessons on #custserv by @enthused reading:Predictably poor customer service http://bit.ly/coItxc
ericjacques

Aug 20 20:31:02
The Consumer Matters - @GearheadGal interviews @WriteTheCompany - http://bit.ly/d7vcY3 - #CustServ
WriteTheCompany

Aug 20 20:30:12
Do you know the meaning behind The One Minute Manager? Watch this quick video: http://t.co/QT6yLMR via @youtube
kenblanchard

Aug 20 20:05:04
The #custserv Daily is out! http://paper.li/tag/custserv RT @MarshaCollier
KnowledgeBishop

Aug 20 19:42:22
TYVM @Reaburn @EricJacques 4 the mentions & @MarketingColab @ChoyPW @ExpertInService for RTs RE: Merriam-Webster post - http://bit.ly/a5YLE0
WriteTheCompany

Aug 20 19:33:40
RT @ExpertInService How Can you Use #Customer #Service Delivery as a Differentiator? - http://ow.ly/2sv4v
WriteTheCompany

Aug 20 19:19:09
If you can associate death with positive experience, there is nothing you can't do. #cem #cxm #marketing
Choypw

Aug 20 19:13:43
@expertinservice Thank you james for joining, also @Choypw . I remember everyone that the forum is still open until tomorrow . #ceframework.
davidcamps

Aug 20 19:12:02
New post - Why are great customer experiences so hard to create? http://t.co/g49amNw
TheForumCorp

Aug 20 19:00:13
@BetoComics Thank you for the RT. Appreciate much.
Choypw

Aug 20 18:59:31
@PaulBaldovin Thank you for the RT. Appreciate much.
Choypw

Aug 20 18:57:44
@johnmoodie Thank you for the RT. Appreciate much.
Choypw

Aug 20 18:21:18
Brand Transparency in a Connected World http://bit.ly/9Kp3Tj #socialmedia #branding
Brainzooming

Aug 20 18:14:51
Do you know the pain points of your customers? #cem #cxm
Choypw

Aug 20 18:12:47
What do customers really want? Seek pleasure and avoid pain. #cem #cxm
Choypw

Aug 20 17:54:13
I like this formula: RT @Choypw "Brand=Reputation+Promise+Experience." Bernd Schmitt #cem #marketing
RobCorwin

Aug 20 17:48:35
Thx for the inspiring convo today @Choypw @ericjacques @guy1067 @tedcoine @bsdalton @davidcamps @blakelandau. A great weekend to you all!
vanbael

Aug 20 17:20:49
Also when hiring we, as a company, must look for the right people being able to deliver and evoke the experience effectively.#ceframework.
davidcamps

Aug 20 17:18:29
Co-creation can be integrated also into a VOC program, every employee should get a Experience Map and some CE guidelines .#ceframework.
davidcamps

Aug 20 17:11:23
@Choypw I agree,but in somehow, someone must be in charge for planning, implementing, reviewing and analysing the whole process.#ceframework
davidcamps

Aug 20 17:00:57
#FF: @artisinourheart @jodykeyser @AliadoAccesso @mikehanes @Choypw @dpwallace
traceyboughton

Aug 20 16:56:40
It depends on who's receiving the experience? Experience is interactive? Co-creative? Everyone owns the experience? #ceframework
Choypw

Aug 20 16:47:21
Relationships and currency via @chrisbrogan http://bit.ly/b0Go15
armano

Aug 20 16:38:12
An aligned customer & Employee centric culture and organization is also needed for an effective customer experience initiative.#ceframework.
davidcamps

Aug 20 16:28:51
It depends on who's receiving the experience? Experience is interactive? Co-creative? Everyone owns the experience? #ceframework
Choypw

Aug 20 16:23:50
Every service provider should be aware that they are the brand from the customer perspective.#ceframework.
davidcamps

Aug 20 16:20:45
@Choypw You made a great point here, ¿Who should own the experience?. A kind of CE manager, I guess. #ceframework.
davidcamps

Aug 20 16:16:58
@davidcamps Yes. Please provide the link of the HBR article. :)
Choypw

Aug 20 16:14:33
@Choypw That´s right from services to experiences. I have a summary of the related HBR article if anyone wants it. #ceframework.
davidcamps

Aug 20 16:13:24
@Choypw That´s right from services to experiences. I have a summary of the related HBR article if anyone wants it.#ceframework
davidcamps

Aug 20 16:11:50
Profitable sustainability is achieved by delivering consistent positive experience across Employee-Customer-Brand touchpoints. #ceframework
Choypw

Aug 20 16:11:27
Emotionally intelligent signage undressed . . http://bit.ly/9MNAgT (via The Pink Blog)
DanielPink

Aug 20 16:11:26
RT @debmorello: ...advantages of when to take action & when not to...is part instinct & part "learned" skill from experiences #kaizenblog
Brainzooming

Aug 20 16:05:30
Another key element has to involve management and the service providers who interacts with customers.#ceframework.
davidcamps

Aug 20 16:05:15
Loyalty is a holistic, 360 degree experience. #custserv via @MarshaCollier #FF
KnowledgeBishop

Aug 20 16:02:07
In 1999, @joepine introduced The Experience Economy. Since then, biz has shifted focus to emotional part of #cem. #ceframework
Choypw

Aug 20 16:00:04
So another element of the framework has to relate to customer knowledge, but these can be part of the VOC program.#ceframework.
davidcamps

Aug 20 15:58:12
@Choypw I agree that you can plan your touchpoints and experience to have differences according to the different segments. #ceframework.
davidcamps

Aug 20 15:50:49
RT @umairh: Most "to do" lists are "to have" lists in disguise. For real accomplishment, make a "to be" list instead. #radicalmanagement
stevedenning

Aug 20 15:40:12
@vanbael Ha! Now you understand why I said Schmitt is no longer relevant. :)
Choypw

Aug 20 15:37:16
How about PIES? Plan touchline based on segment needs; Identify critical touchpoint; Enhance e via voc, Sustain thru innovation #ceframework
Choypw

Aug 20 15:30:42
Businesses , in the past, have normally just looked and worked the physical part of the customer experience. #ceframework.
davidcamps

Aug 20 15:28:40
@Choypw In my opinion a experience is lived through emotions and senses, so also a sense analysis should needed.#ce framework
davidcamps

Aug 20 15:26:46
Worry Isn't Work http://s.hbr.org/czv79v
HarvardBiz

Aug 20 15:21:45
How does customer experience the experience? Thru 5 senses? Or heart, head, and hands. #ceframework
Choypw

Aug 20 15:14:01
RT @BMoxieBMore I Didn’t Even Have to Ask http://bit.ly/cwcFn6 #customerservice #custserv < Gr8 story. Much better than my experience
ericjacques

Aug 20 15:13:56
By framework, I mean model, ..¿Do you understand it?. #ceframework
davidcamps

Aug 20 15:08:10
@Choypw It´s a framework for planning and executing the experience that we, as a business, want to deliver #ceframework
davidcamps

Aug 20 15:00:40
Then what's a CE Framework for? Help customer experience the experience? #ceframework
Choypw

Aug 20 15:00:01
"Brand=Reputation+Promise+Experience." Bernd Schmitt #cem #marketing via @Choypw | Reputation vanbael

Aug 20 14:58:31
First of all, what's a CE Framework? There are 2 key elements: Customer and Experience. #ceframework
Choypw

Aug 20 14:56:37
I understand we´ll need a VOC program, touchpoint mapping and also a emotional measurement tool...#ceframework
davidcamps

Aug 20 14:55:34
"Brand=Reputation+Promise+Experience." Bernd Schmitt #cem #marketing
Choypw

Aug 20 14:51:25
@davidcamps Really? Great! How to join?
Choypw

Aug 20 14:48:46
@Choypw You haven´t missed, it starts in 13 minutes and the forum will be open until tomorron 11:00 EDT. #ceframework.
davidcamps

Aug 20 14:36:02
@vanbael Yes... but I don't think Schmitt's stuff is relevant today.
Choypw

Aug 20 14:33:03
@Choypw Thanks for sharing, Daryl. Interesting. I will look into it. I think this is a bit too complex to fully grasp through 1 tweet.
vanbael

Aug 20 14:32:58
#custserv should be customer #experience driven.
Choypw

Aug 20 14:28:54
@Choypw @ericjacques @bsdalton I am in favor of simplicity. Glad you guys feel the same way!
vanbael

Aug 20 14:20:07
@vanbael Bernd Schmitt suggests 3 aspects of brand experience: the product experience, the look and feel, and experiential communications.
Choypw

Aug 20 13:49:20
Idea for creating smooth x-channel customer experience--mashup your loyalty program with mobile a la STBX http://bit.ly/bKixq5
CEB_MLC

Aug 20 13:41:33
RT @dawnamaclean: FF Post: Why is @tedcoine so passionate about customer experience? http://ow.ly/2snGZ Ted's passion is contagious!
tedcoine

Aug 20 13:29:15
@Choypw @vanbael @ericjacques K.I.S.S. That is a benefit. Improved communication
bsdalton

Aug 20 13:25:32
@vanbael @ericjacques @bsdalton Or it's an opportunity for us to learn to KISS. :)
Choypw

Aug 20 13:03:51
RT @prem_k: Of course you need channels to communicate w/ customers 2 build relationships. But merely using social media channel 2 do so is
wimrampen

Aug 20 13:03:29
RT @prem_k: As per 9 building blocks of business model channels & customer relationship are different. Social Media is channel, #SCRM is dif
wimrampen

Aug 20 13:00:01
@ericjacques @bsdalton @Choypw That's what I like about the 140 limit. If you can't say it in 140 characters, well… provide a link :-)
vanbael

Aug 20 12:56:01
#FollowFriday @Choypw for sharing great business content and being so generous with RTs!
Brainzooming

Aug 20 12:55:18
@bsdalton @vanbael @Choypw Sometimes 140 char forces us to simplify w/ good results. ;-)
ericjacques

Aug 20 12:48:50
@davidcamps Oh I guess I've missed it... when is the next #ceframework?
Choypw

Aug 20 12:40:00
RT @ericjacques @vanbael @Choypw #custserv is what U do for cust. Cust #experience -everything that affects cust perception<good distinction
bsdalton

Aug 20 11:50:36
@vanbael @ericjacques @johnmoodie @Choypw Reasonable, educated people often do. Now to educate the rising generation of CEOs.
tedcoine

Aug 20 11:18:27
Great post on #custserv and #socmed by @bsdalton reading:Does Influence Matter in Customer Service? http://bit.ly/aS7oei
ericjacques

Aug 20 11:04:10
@ericjacques @tedcoine @johnmoodie @vanbael @Choypw And so we all agree. Wonderful!
vanbael

Aug 20 11:03:31
Great post on internal #custserv reading:Customer Service Starts Internally http://bit.ly/bL4TqT
ericjacques

Aug 20 10:59:46
For #custserv, it's always about the corporate #culture. With it, you succeed or fail.
ericjacques

Aug 20 10:58:00
@tedcoine @johnmoodie @vanbael @Choypw Probably. It's all about the corporate culture.
ericjacques

Aug 20 10:54:59
@johnmoodie @ericjacques @vanbael @Choypw #custserv is an org's ethic, inside & out. ...or it's not. Perhaps you're splitting hairs.
tedcoine

Aug 20 10:52:34
RT @tedcoine RT @bsdalton "if we get the culture right, everything else will fall into place naturally" - @zapposCEO #custserv #leadership
ericjacques

Aug 20 10:51:55
@Choypw @vanbael Sometimes, I really dislike the 140 char limitation...
ericjacques

Aug 20 10:50:49
@Choypw @vanbael Ahh, now I see, you're looking at perspective, not process. I thought you were referring to O-I process. http://ow.ly/2sk3g
ericjacques

Aug 20 10:47:00
@ericjacques @vanbael I like posts from you both much too! And also @GrahamHill :)
Choypw

Aug 20 10:46:03
@ericjacques @vanbael #custserv is what U do: inside-out. #experience is cust perception: how they perceive, or outside-in. :)
Choypw

Aug 20 10:24:56
@vanbael Thanks! I like Daryl's ( @Choypw ) posts but that what just felt wrong. We all must stop redefining words...
ericjacques

Aug 20 09:47:33
@ericjacques Agree. And thanks for sharing your posts, Eric. Very convenient! Posts on customer experience - http://ow.ly/2siLc @Choypw
vanbael

Aug 20 09:37:33
@vanbael @Choypw REF: Posts on customer experience - http://ow.ly/2siLc
ericjacques

Aug 20 09:35:47
@vanbael @Choypw Daryl, I disagree. #custserv is what U do for customer. Customer #experience is everything that affects cust perception.
ericjacques

Aug 20 09:29:35
@Choypw Hi Daryl! Thanks for all the RTs yesterday, they're appreciated. Have a fabulous Friday!
ericjacques

Aug 20 08:59:00
Management Tip: 3 Steps to Get No for an Answer http://s.hbr.org/c708Rd
HarvardBiz

Aug 20 08:44:19
@Choypw Then what is your definition of cust. exp., and the variables that influence the experience? IMO, at least 2 parties involved.
vanbael

Aug 20 08:40:43
@Choypw Apple is a tricky example nowadays (iPhone4 custserv & PR fail). I do think cos (should) solicit, analyze & learn from feedback.
vanbael

Aug 20 08:40:07
Focus on mind share. That's the blue ocean. Market share is always bloody red. #marketing #business
Choypw

Aug 20 08:36:55
Raw and product offer mostly rational experience. Service and experience emotional. Invest wisely. #business #marketing
Choypw

Aug 20 08:18:48
@vanbael Hm... No. Look at #Apple and Ritz Carlton... Do they learn from #experiences? They just go and create #wow! Yes. That's reactive.
Choypw

Aug 20 08:09:40
@Choypw I agree though that a cust's experience is determined by the alignment of her expectations & the ability of a comp to meet these exp
vanbael

Aug 20 08:07:33
@Choypw Don't you think creating #experiences & learning from these experiences is a 2-way street?
vanbael

Aug 20 08:01:41
#custserv is an inside-out approach to serve customers, whereas #experience is outside-in. #marketing
Choypw

Aug 20 04:46:01
A typical pencil can write 45,000 English words or draw a 35 MILE LINE! So you can theoretically draw a line from Baltimore to Washington DC
OMGFacts

Aug 20 03:35:02
TY for RTs @dcthmpsn @smaxbrown @Choypw @lrmeyer747 @guy1067
KnowledgeBishop

Aug 20 01:42:23
@Choypw Thanks for all the RT support Daryl!
Brainzooming

Aug 20 00:44:37
RT @Brainzooming: There's Good to Bad Presenters & Bad to Good Presenters http://bit.ly/b5fLd9 #presentations #events #virtualevents
Choypw

Aug 20 00:42:23
RT @KetelboeterPR: What Really Makes You a Leader? http://t.co/5dXPHBo (via @eschreyer) #leadership #leadchange
Choypw

Aug 20 00:41:59
RT @DanielPink: RT @aaker: How to tell if your boss is lying? Frequency of "I"s and fewer hesitation words http://bit.ly/9cQAXK
Choypw

Aug 20 00:39:49
RT @wimrampen: Marketing's new high road http://bit.ly/aq2qbA #marketing
Choypw

Aug 20 00:38:58
RT @wimrampen: Keep Your Eye on Process Improvement http://bit.ly/cjKeU5
Choypw

Aug 20 00:38:08
RT @ericjacques: Great post about #communication reading:How to Avoid (and Quickly Recover from) Misunderstandings http://bit.ly/9HDYJO
Choypw

Aug 20 00:33:51
RT @DisneyInstitute: Don’t create big “wows” all the time. You’ll exceed expectations just by creating little “wows” along the way. #service
Choypw

Aug 19 23:04:50
@Choypw Hi Daryl,don´t miss the Customer Experience Framework Twitter forum tomorrow starting at 11:00 EDT .Follow #ceframework.
davidcamps

Aug 19 18:46:40
Check out "LetterCult." Super-inspiring designs -- one letter at a time. http://ht.ly/2s2mr
tim_leake

Aug 19 16:53:13
Second Law of Action: people look forward to next touchpoint when deliverables fulfill their rational and emotional needs.
Choypw

Aug 19 16:31:44
First Law of Action: people produce/hire deliverables based on information available.
Choypw

Aug 19 16:29:35
RT @method_inc: Spend more time on the internet, less time on the web. http://bit.ly/cdcybm by @TEDChris and @MichaelWolffNYC (via @Wired)
Choypw

Aug 19 16:28:49
RT @MichaelHinshaw: "Real consumers don’t have ‘brand conversations’. They use search" http://ow.ly/2rXhU [Things that make you go hmmm...]
Choypw

Aug 19 16:28:30
RT @ericjacques: Excellent article about needing engaged employees to drive innovation. http://bwbx.io/zLzp
Choypw

Aug 19 15:37:48
RT @YourCustomers: How Do You Define Engagement? http://su.pr/2vkq0w
Choypw

Aug 19 15:09:15
RT @wimrampen: RT @InfoQuestUK: RT @jhenning Completely Satisfied Customers Spend 2.6x Somewhat Satisfied Customers http://bit.ly/aXRjWB
Choypw

Aug 19 15:08:44
RT @wimrampen: A new Breed of Brand Advocates http://bit.ly/aRJ5iP Deloitte study on Social Networking & Customer Engagement [PDF]
Choypw

Aug 19 15:04:03
RT @HarvardBiz: With Innovation, You Don't Get Points for Difficulty http://s.hbr.org/aAOxlG
Choypw

Aug 19 14:41:29
RT @ericjacques: #custserv via @richdigirolamo:Little Things Can MakeCustomer Experience A Whole Lot Better http://bit.ly/acsCEB
Choypw

Aug 19 14:39:57
RT @YourCustomers: How Do You Define Engagement? http://goo.gl/fb/FBbxk #customerservice
Choypw

Aug 19 14:39:43
RT @HarvardBiz: Forgive and Remember: How a Good Boss Responds to Mistakes http://s.hbr.org/aZREgr
Choypw

Aug 19 14:39:18
RT @wimrampen: RT @ariegoldshlager: An interview with C.K. Prahalad: http://bit.ly/dlxx2e #business #management
Choypw

Aug 19 14:37:15
RT @YourCustomers: Customer Focus Really Does Create Competitive Advantage http://goo.gl/fb/k70wH #sales
Choypw

Aug 19 14:36:26
RT @armano: The value of a brand advocate: http://bit.ly/9icF9g #edelmandigital
Choypw

Aug 19 11:18:59
@Choypw Thanks for the RT Daryl! Have a great day!
ericjacques

Aug 19 10:29:50
RT @Reaburn: Merriam-Webster tells @WriteTheCompany what differentiates one dictionary from another. http://bit.ly/9Tk3pO
Choypw

Aug 19 10:27:31
RT @thinktank_: 3 Smart Reasons to Empower Instead of Influence http://ht.ly/2rIK1 #leadership #strategy
Choypw

Aug 19 10:26:34
RT @ericjacques: RT @jedlangdon @customerthink: Create a Unique Experience http://bit.ly/dvzqNo (via @dawnamaclean) #cem #custserv
Choypw

Aug 19 04:14:59
Every Tuesday nite RT @Choypw: @KnowledgeBishop I'm terribly sorry that I missed again the last #custserv chat. when will be the next one?
JeffreyJKingman

Aug 19 03:54:00
I'm most Grateful for generous thought-sharing from @Carl_Eidson @Choypw @lrmeyer747 and so many of you. Good night! :)
KnowledgeBishop

Aug 19 03:44:06
@KnowledgeBishop I'm terribly sorry that I missed again the last #custserv chat... when will be the next one...? :(
Choypw

Aug 19 03:20:02
Grateful for RTs and mentions @dmnguys @skowyong @auntyvi @Choypw @528wellness @fit_to_print @ReadyTOFeedBack @lrmeyer747
KnowledgeBishop

Aug 19 03:03:52
Golden RT @jaybaer: The 8 Wrong Questions PR Firms Are Asking About Social Media http://bit.ly/bFVJmq
unmarketing

Aug 19 02:50:03
TY for RTs @rjhoughton @tadams_InMind @daqy @brandleadership @SyllogEsthete @lrmeyer747 @Choypw @juliov27612
KnowledgeBishop

Aug 19 02:47:13
TimeWarnerCable is drawing its customers (incl. me) into a fight w/ its suppliers. Is this really a customer role? http://bit.ly/5AY66o
Reaburn

Aug 19 02:06:25
@goczazoltan @Choypw @ITXcorp @RohitManglik @evolutionfiles Thank you for the RT's!
Hyken

Aug 19 01:53:06
Thanks for the early week mentions! @WriteTheCompany @WimRampen @jedlangdon @choypw @DeliverBliss @SimonRoskrow
Reaburn

Aug 18 22:51:14
RT @ChoyPW RT @YourCustomers What Exactly Constitutes Excellent #Customer #Service? Have We Forgotten? - http://su.pr/19JQGs
WriteTheCompany

Aug 18 22:48:13
RT @Customer1CRM Return #customers through incredible #customer #service - by @JoeRawlinson - http://ow.ly/2rno8
WriteTheCompany

Aug 18 22:42:58
Thanks @Customer1CRM @Lerou for RTs & @ChoyPW @ExpertInService for today's blog post letter mention. Appreciate it!
WriteTheCompany

Aug 18 21:20:07
RT @Customertwits: The 2 Customer Experience Killers, Part 2 http://tinyurl.com/23cy2cq
ErikPosthuma

Aug 18 20:42:01
Employee Engagement: For Bottom Line Impact, Don’t Forget this Crucial Component: http://ht.ly/2rxfT
kenblanchard

Aug 18 20:18:08
Rt @bsdalton Thx much @jberkowitz @choypw for the blog mention today!- http://bit.ly/bBWhYy // You are VERY Welcome!
jberkowitz

Aug 18 20:17:44
@Choypw Thanks for retweeting our article on learning through each customer touchpoint! We're flattered.
PeopleMetrics

Aug 18 20:13:43
Thx much @jberkowitz @choypw for the blog mention today!
bsdalton

Aug 18 20:01:00
Building a brand? It doesn't take a genius to spend money....http://bit.ly/9BNhLy
ideationz

Aug 18 19:39:05
Your messaging skills are crucial! http://lnkd.in/53K7wt
a_greenwood

Aug 18 19:25:04
RT @mikefixs Continuous effort - not strength or intelligence - is the key to unlocking our potential - Winston Churchill #quote
MichaelHinshaw

Aug 18 19:20:05
True that! RT @NetPromoter: "Regardless of how much you spend to support it, your brand is no better than how your customers experience...
ErikPosthuma

Aug 18 19:10:08
Luxury brands, logos and the perception of your customer experience | Beyond Philosophy http://ow.ly/2raE4
ColinShaw_CX

Aug 18 18:54:08
The Power of \Ristakes\" http://s.hbr.org/dvZDLJ"
HarvardBiz

Aug 18 18:31:28
"Marketing is not a dept, a list of things to do, an initiative, but every touchpoint with a human, everyday". via @Unmarketing #ase10
Choypw

Aug 18 18:24:17
Who do we trust...? In God We Trust.
Choypw

Aug 18 17:57:27
Every #touchpoint has 3 key elements: people, information and deliverables. #cem #crm #cxm
Choypw

Aug 18 17:22:42
I asked Merriam-Webster how they differentiate between words - http://bit.ly/a5YLE0 - #products #humor
WriteTheCompany

Aug 18 17:05:08
RT @howiweb: Technology in Customer Experience - http://deliverbliss.com/2010/04/technology-in-customer-experience/
ErikPosthuma

Aug 18 17:05:03
Another excellent #custserv chat slideshow from @140care: http://bit.ly/cgR3FC
KnowledgeBishop

Aug 18 16:26:43
RT @bsdalton: Does influence matter in customer service? #custserv #cem #scrm http://bit.ly/a6mier
wimrampen

Aug 18 16:20:01
Zero Moment of Truth – #Google Perspective on Strategic Customer Engagement http://bit.ly/duRAxQ #custserv #brand
Brainzooming

Aug 18 16:13:34
Like RT @GrahamHill: RT @Choypw: Starbucks Experience Map-http://bit.ly/cQFEwV Mostly about the sequence f events... but a start.
tibecka

Aug 18 15:35:07
I say brand; you say ___. If you responded with logo or tagline, you're wrong. http://ow.ly/2rkFJ
MichaelHinshaw

Aug 18 15:28:34
10 Essential Free E-Books for Web Designers - http://mash.to/2rlVw
mashable

Aug 18 15:23:45
Self-service and the impact on traditional customer service http://t.co/G2FohLs #cem #custserv
vanbael

Aug 18 15:18:05
New Post - “We are regulated” is a not an excuse to upset customers http://bt.io/FqB6
LiorStrativity

Aug 18 15:16:46
Leadership: How to say “no” while also inspiring people http://bit.ly/aW5WlB @markfritz #leadership #radicalmanagement
stevedenning

Aug 18 15:14:51
RT @MarkFritz: THE POWER IN SAYING NO: The people who are afraid to say NO will never create enough focus (POWER) on the important.
stevedenning

Aug 18 14:52:40
What Exactly Constitutes Excellent Customer Service? Have We Forgotten? http://su.pr/19JQGs
YourCustomers

Aug 18 14:25:40
Keep Your Eye on Process Improvement http://s.hbr.org/bAF0lR
HarvardBiz

Aug 18 14:16:25
The Five Steps of Twitter Success: Follow, Reply, Retweet, Share, Repeat
unmarketing

Aug 18 14:05:04
RT @Choypw: RT @MichaelHinshaw: Are you responsible for your brand's poor customer experience? http://ow.ly/2qQ8A
ErikPosthuma

Aug 18 12:12:20
Creative Instigation: Creativity Tips: Celebrate Firsts. And Lasts. http://goo.gl/b/mf6d From @SokoloffHarness
Brainzooming

Aug 18 11:57:16
If i could do it all over again... http://bit.ly/bQ4tr5
richardbranson

Aug 18 11:00:12
You probably gather #CustomerFeedback , but do you learn through each touchpoint? http://ow.ly/2qvHc (via @PeopleMetrics)
Choypw

Aug 18 08:30:23
Funny that the most narrow-minded people are those who claim to be the most broad-minded #makesyouthink
thinktank_

Aug 18 08:26:44
Also BIG RT TYs to: @cineandreea @cdasilva *how are you?* @donal_cahalane @jorgebarba <- Innovation Insurgents @Choypw <- Customer Exp. Guru
thinktank_

Aug 18 08:26:12
Management Tip: Get to Know Your Boss's Boss http://s.hbr.org/bByMIF
HarvardBiz

Aug 18 08:23:06
More RT thank you's --> our friend in Hong Kong @Choypw x2 @Katzempire @1CorporateHippy @Real_Insights @greydigitalguy @krmiro @SavieCard
thinktank_

Aug 18 08:08:56
'Failure is the opportunity to begin again, more intelligently.' - Henry Ford
thinktank_

Aug 18 08:07:55
Make #creativity an expectation, not an extra http://ht.ly/2r9P2 Great article by the grandaddy of creative thinking Edward de Bono
thinktank_

Aug 18 07:33:59
"Buy it now; we'll fix it later!" Is Apple losing it? http://ez.com/ap69 by @scottmckain < Excellent post, food for thought. #custserv #cem
vanbael

Aug 18 07:16:29
New Blog Post: What Am I Reading…and Where’s the Real Value? http://bit.ly/b1IvZ7
DeliverBliss

Aug 18 01:36:20
To grow a #custserv INTERACTION into a RELATIONSHIP, just add respect.
KnowledgeBishop

Aug 17 21:32:09
Who can tell a story? Many people doubt their own ability. The answer is actually simple. 3 min YouTube video http://bit.ly/9SlTfc
stevedenning

Aug 17 21:16:11
people like to hear things form 3 to 5 sources before they trust it - Monte Lutz #Alterian2010
DonPeppers

Aug 17 20:40:37
Reading: Successful Consumer Co-creation: The case of Nivea Body Care http://bit.ly/aoYQMm
wimrampen

Aug 17 20:16:01
RT @HYVE_CoCreation: Virtual Co-Creation of New Products and Its Impact on Consumers' Product and Brand Relationships http://bit.ly/bIyiZ1
wimrampen

Aug 17 19:52:46
Effective Communciation Begins with a First Impression http://s.hbr.org/bEVJ6J
HarvardBiz

Aug 17 19:49:44
@ElsbethBoes I like this example better http://bit.ly/d3E8dS @choypw @grahamhill @joepine
wimrampen

Aug 17 17:38:22
How to handle unhappy customers and reward good behaviors in #Communities http://bit.ly/bdNzot
mich8elwu

Aug 17 16:55:30
Building Simpler, More Effective HR Processes http://s.hbr.org/bwkuXq
HarvardBiz

Aug 17 16:54:44
Are you responsible for your brand's poor customer experience? http://ow.ly/2qQ8A
MichaelHinshaw

Aug 17 16:54:36
Great article! - Biggest customer-service blunders http://tgam.ca/sGT (via @globeandmail)
ericjacques

Aug 17 16:45:14
Failed #collaboration is often due to bad communication - go back to the basics: http://su.pr/2AsLj9 by @EricLeist
TalentCulture

Aug 17 16:39:59
@ElsbethBoes @wimrampen @joepine @grahamhill From #Starbucks pov, who's doing what and why and how at which touchpoint? #cem
Choypw

Aug 17 16:34:01
The Buyer-Seller Situation—An Exercise in Human Relations http://su.pr/6m7Fvf
YourCustomers

Aug 17 16:33:48
CNN: Balancing corporate & personal brand without getting fired http://bit.ly/bQReaK #fb
armano

Aug 17 16:22:27
Must read! - #custserv by @crmetrics reading:Warranties Gone Wrong http://bit.ly/9xJhJc
ericjacques

Aug 17 16:21:16
@joepine You are truly the Father of Experience Economy! You simply light up my day! I'll share with you more about toex soon.
Choypw

Aug 17 16:18:43
@wimrampen @joepine @grahamhill @choypw What would you like to change or add? http://bit.ly/cQFEwV #Starbucks #experience
ElsbethBoes

Aug 17 16:18:35
Biz excellence is the ability to see beyond results & recognize the value of the entire experience. #quality #service via @DisneyInstitute
Choypw

Aug 17 16:05:08
Retaining key employees in times of change http://bit.ly/aGo3vQ
McKQuarterly

Aug 17 16:04:24
@Choypw Thanks, Daryl! I'd love to hear more about your "touchpoint experience" approach
joepine

Aug 17 16:03:06
RT @czaucha: RT @Choypw: "The shortest distance between two people is a smile." Michael Heppell #leadchange
ohs0luvlee143

Aug 17 15:58:33
@joepine Appreciate your RT. I'm a big fan of yours!!!
Choypw

Aug 17 15:56:34
RT @joepine: RT @GrahamHill: RT @Choypw: Starbucks Experience Map-http://bit.ly/cQFEwV Mostly about the sequence f events... but a start.
wimrampen

Aug 17 15:54:41
"Happiness is where you find it, not where you go in search of it." John Kay 2/2
Choypw

Aug 17 15:54:18
"Happiness is not achieved through the frequent repetition of pleasurable experiences." John Kay ½
Choypw

Aug 17 15:41:05
RT @GrahamHill: RT @Choypw: Starbucks Experience Map-http://bit.ly/cQFEwV Mostly about the sequence f events... but a start.
joepine

Aug 17 15:34:54
RT @Choypw: "The shortest distance between two people is a smile." Michael Heppell #leadchange
czaucha

Aug 17 15:33:35
Do you believe in the emotional bank account? I don't really think it works. #leadchange #cem #crm
Choypw

Aug 17 15:31:33
"The shortest distance between two people is a smile." Michael Heppell #leadchange
Choypw

Aug 17 15:05:06
Leaders are Responsible for Customer Service http://ow.ly/2qEsD #custserv #customerservice #leadership
ericjacques

Aug 17 14:14:37
Can You Predict Leadership Failures? http://s.hbr.org/bafESL
HarvardBiz

Aug 17 14:14:34
Google and the Myth of Free Time http://s.hbr.org/bOan13
HarvardBiz

Aug 17 14:08:38
Interesting thoughts on self-serve #custserv reading:Self-serve: Cheap can be very expensive http://bit.ly/9CHWHe
ericjacques

Aug 17 13:50:03
RT @simpletonbill: Using Behavioral Science to Improve Customer Experience: McKinsey http://bit.ly/cqi3jZ via @mark_turrell @tweetmeme
ErikPosthuma

Aug 17 13:27:52
Six Fundamental Shifts in the Way We Work http://s.hbr.org/cFTF37
HarvardBiz

Aug 17 13:00:02
Hal Varian of Google on the biggest value of information -- avoiding the bad decision. #McKTechTrends #google http://bit.ly/McKTechTrends
McKQuarterly

Aug 17 12:22:04
The 4-Step Formula for Handling Irate Customers http://goo.gl/fb/wKr2T #customerservice
YourCustomers

Aug 17 11:54:45
Embracing the Self-Service Economy http://cot.ag/cR5Vw6 #custserv #cem | Interesting report, how self-service can help save the economy.
vanbael

Aug 17 11:35:53
Thanks for the RTs and conversations, @valeriesimon @Choypw @thinktank @gpritchard
gail_nelson

Aug 17 11:34:39
@GrahamHill Graham, what's the f in "sequence f events?"
Choypw

Aug 17 11:32:55
I'm intrigued by this article on The Compliant Customer http://bit.ly/9KjWvw #custserv #marketing #intelligence (thx @grahamhill)
wimrampen

Aug 17 11:23:02
I just love this call to value co-creation by Venkat Ramaswamy http://bit.ly/9YMYzE
wimrampen

Aug 17 10:20:46
RT @Choypw: Starbucks Experience Map-http://bit.ly/cQFEwV Mostly about the sequence f events... but a start.
GrahamHill

Aug 17 10:18:17
Starbucks Experience Map-http://bit.ly/cQFEwV
Choypw

Aug 17 08:25:20
RT @scottgould: New blog post: Understanding Value In A Share-Economy http://bit.ly/d8OVEC
ErikPosthuma

Aug 17 06:27:28
@Reaburn @Choypw Sure.. In combination with guidelines & collective agreements.. More a contract instead of pact imo
wimrampen

Aug 17 05:55:34
RT @timkastelle: New blog post: #Innovation for Now & for the Future - managing an innovation portfolio http://bit.ly/bbkGBt
GrahamHill

Aug 17 05:37:28
The Customer-Company Pact is really interesting. So the Employment Contract is the Employee-Company Pact? @Reaburn @wimrampen
Choypw

Aug 17 03:31:11
It's been said many ways, but always needs reinforcement. Follow Up for Excellent Customer Service http://bit.ly/9q6HuA via @ericjacques
Reaburn

Aug 17 03:18:12
RT @ericjacques: Lesson learned renting a car: #custserv by @reaburn reading:Does your service celebrate new customers? http://bit.ly/cJTyOb
Reaburn

Aug 17 03:17:27
Ditch the manual! The people side of customer experience, via @jedlangdon http://bit.ly/9915b4
Reaburn

Aug 17 03:17:05
Big fan of their innovation & customer experience processes. How LEGO does Customer Experience http://bit.ly/92xNHk via @BeliverBliss
Reaburn

Aug 17 02:50:02
TY for RTs @Cath_Slo @BrockPatterson @Choypw @ReadyTOFeedBack @mikehenrysr @paulusthebrit @lrmeyer747
KnowledgeBishop

Aug 17 02:35:02
Grateful for RTs @pdncoach @ReneeFiorilli @lrmeyer747 @Choypw @BrandDelivery @juliov27612 @brandleadership
KnowledgeBishop

Aug 17 02:20:03
Appreciate RTs @Roebot @mikehenrysr @ty_sullivan @dmnguys @mitwa_tw @Choypw @juliov27602 @lrmeyer747
KnowledgeBishop

Aug 17 01:28:17
Thank you for the RTs @choypw @sdIRL @sdbargainmama You all rock!!
bcarroll7

Aug 17 01:17:32
Does it make any difference if CRM is not dead? Forget those TLAs. Get something done. @wimrampen @pgreenbe
Choypw

Aug 17 00:20:24
RT @SeanDonahoe: Quote: Approach each customer with the idea of helping him or her solve a problem, achieve a goal, not of selling. (Amen!)
bcarroll7

Aug 17 00:16:42
Decency is a customer role. http://j.mp/ajVY88 /via @Reaburn
DeliverBliss

one ECB (version 10.8.24)

Consistent positive Employee experience (Ee) delivers a 1+1=1 impact, for every employee is engaged and aligned with ONE goal.

Consistent positive Customer experience (Ce) delivers a 1+1>2 impact, for both customer and firm co-create value to achieve win-win success.

Consistent positive Brand experience (Be) delivers a 1+1=infinity impact, for customer advocacy builds sustainable mind share and market share.

one ECB (version 10.6.20)

The Winning Formula for brand experience: 1+1=Infinity. Consistent positive experience produces profitable sustainability.

The Winning Formula for customer experience: 1+1>2. Customer and firm co-create values which benefit everyone.

The Winning Formula for employee experience: 1+1=1. Every employee is aligned with and engaged in "1" goal.

Tweets of 10-16 Aug 2010

Aug 16 22:12:06
TYVM! @RickRoss10 @ChoyPW for RTs & @MorrisTed for Weekend Honor Roll & @HeidiThorne @EricJacques @TedCoine @ExpertInService 4 blog mentions
WriteTheCompany

Aug 16 21:20:32
Are you asking the question, "What does she [employee] need?" New blog from Tom: http://is.gd/ekD8B ^SD
tom_peters

Aug 16 21:08:42
@red_social @MarkTamis @alexbaumgardt @prem_k @Bob_Thompson @spirospiliadis @elauna @seo_depp @Choypw @burkejames @JanetJoz Thx 4 RT's :)
wimrampen

Aug 16 20:35:51
"Do only as much as your resources will allow." Great advice for any #brand. If you can't do something well - just don't. http://ow.ly/2qomm
MichaelHinshaw

Aug 16 20:22:00
New Journal of Service Research Article - Customer Engagement as a New Perspective in Customer Management http://bit.ly/czVKhG
WPCCSL

Aug 16 18:43:58
@ErikPosthuma @Choypw thanks for the Rt.
onlinepro

Aug 16 17:48:01
@FabComLive I define touchpoint as interaction between 2 or more entities which happens anytime any place by any means for a purpose.
Choypw

Aug 16 17:00:23
As you head into that meeting, ask yourself: "Do I aim to make an IMPRESSION or a CONNECTION?" #LeadChange
KnowledgeBishop

Aug 16 16:59:16
RT @bizshrink: Brilliant simplicity. Simply Brilliant @GwynT: "Leadership & the Attitude Contagion" http://bit.ly/as4xf9
KetelboeterPR

Aug 16 16:58:52
Your #brand isn't necessarily behind the wheel, but it is in control of the map customers use to navigate. http://ow.ly/2qgul
MichaelHinshaw

Aug 16 16:51:43
Hyken RT @DisneyInstitute Business excellence is the ability to see beyond results & recognize the value of the entire experience.
Hyken

Aug 16 16:41:15
Good leaders communicate the vision clearly, creatively, and continually. - John Maxwell
tedcoine

Aug 16 16:24:32
"FabCom WORD OF THE DAY: Touchpoint: The interface of a product/service/brand with customers, non-customers,... http://fb.me/Ha4aOLkw"
FabComLive

Aug 16 16:18:43
I posted THE 6 elements of an experience; it's critical for finding strengths and weaknesses. http://experiencematters.wordpress.com
btemkin

Aug 16 16:07:31
RT @expertinservice: For bookstores, great customer service is crucial. Value = the expertise of staff. http://ow.ly/2qdGU #custserv /YES!
tedcoine

Aug 16 15:34:58
RT @KristinaEvey: RT @barrypeters Do customers play a role in the service experience? http://bit.ly/a458bh #custserv
tedcoine

Aug 16 15:31:44
A Tale of Two Businesses – Some Lessons on Improving How You Manage Your Company http://bit.ly/d5y3Kv (via @tanveernaseer) #ceo #cem
KetelboeterPR

Aug 16 15:18:04
TT appreciates your kind RTs @donal_cahalane x2 @Altertweet @Choypw @TheCorkNews @paulalexgray @DKMMC @Jabaldaia @timstock @moxys @GuyFlouch
thinktank_

Aug 16 15:06:09
Four #brands you probably haven't heard of - but you will. http://bit.ly/cp7uxy v/ @WolffOlins
thinktank_

Aug 16 14:55:10
Tip to Make Customers Happy: Follow Up - http://ow.ly/2q6MV #custserv #customerservice
ericjacques

Aug 16 14:48:02
Complaint management 2.0: Seven lessons from the frontline http://ht.ly/2qb3m #complaints #socialmedia #socmed
MyCustomer

Aug 16 14:29:51
Creating value with #prodmgt #development and #innovation reading:A product development tip - from a measuring cup http://bit.ly/aJL205
ericjacques

Aug 16 14:20:38
Good post on #custserv by @royatkinson reading:Give It To Me Now, Give It To Me Straight http://bit.ly/coQnN1
ericjacques

Aug 16 14:11:53
Evaluating Partnerships--3 tips for evaluating (and making the most of) a new business relationship http://ht.ly/2q9p7
kenblanchard

Aug 16 14:10:45
RT @richdigirolamo: Do you really value and use employee ideas? Or is it just lip service?
ericjacques

Aug 16 13:48:52
Five Warning Signs Your Innovation Efforts Are Going Off the Rails http://s.hbr.org/cOyy9N
HarvardBiz

Aug 16 13:00:11
@Choypw Thanks for the RT and sharing my blog .... http://tinyurl.com/2f7dlwx
MKCallConsult

Aug 16 12:05:03
Victory often requires gracious honesty at pivotal moments. #BeTheOne
KnowledgeBishop

Aug 16 11:59:33
RT @LeadToday: It's not really success if it comes at the cost of integrity./Quote of the month!!!
tedcoine

Aug 16 11:41:25
"Outdoors and Out of Reach, Studying the Brain" NYTimes http://nyti.ms/9cQ3Qv [how disconnecting from tech affects attention & memory}
gail_nelson

Aug 16 11:07:55
RT @ariegoldshlager: Welcome to the Age of Engagement: http://bit.ly/9MrDZX
GrahamHill

Aug 16 11:06:08
Another great post on #leadership by @leadershipfreak reading:Dealing with disagreements http://bit.ly/9JmuYq
ericjacques

Aug 16 11:02:00
RT @ralph_ohr: RT @timkastelle: New blog post: The Best Way to Have a Great Idea... thoughts on exp, failure & inno http://bit.ly/asgYGR
GrahamHill

Aug 16 10:58:26
Important read -- #custserv by @KateNasser reading:Professional People Skills – Mindset to the SkillSet http://bit.ly/9lyTbY
ericjacques

Aug 16 10:52:27
Another story about great #custserv by @enthused reading:Little things http://bit.ly/dcJsdO
ericjacques

Aug 16 10:48:14
Great story about #custserv by @Hyken reading:Ask the Extra Question http://bit.ly/9UaU2K
ericjacques

Aug 16 10:43:13
Seldom do I read a book that leaves my jaw agape from it's depth & relevance. "The Ultimate Question" does just that!
tedcoine

Aug 16 10:35:27
@Choypw http://tinyurl.com/ydryfrq - have been somewhat distracted so far but it looks interesting.
ericswain

Aug 16 10:32:28
The right way for #custserv to #sales by @ImpactLearning reading:Do Your Service and Support Reps Love to Sell? http://bit.ly/dccQg4
ericjacques

Aug 16 10:32:02
@ericswain Oh is the paper a good one? Where can I have a copy of that please?
Choypw

Aug 16 10:31:44
Latest Accenture Report on How to Create the Right New Products in the Right Way http://bit.ly/6TjD6d #innovation #marketing
thinktank_

Aug 16 10:20:02
The Customer Experience prize that finds you | Beyond Philosophy http://ow.ly/2q19Y
ColinShaw_CX

Aug 16 10:09:45
@Choypw @GrahamHill I may need to have a look at that. Reading the Liljander & Roos paper Graham alerted me to now.
ericswain

Aug 16 10:05:03
"Experience design slides. Great analysis. RT @catch_fish: http://tinyurl.com/2vrrdca
Exploring Service Design: UX Beyond the Screen"
ErikPosthuma

Aug 16 10:00:06
Is it any good? RT @dougnewdick: @soabooks Reading "SOA: Principles of Service Design" at the moment. #SOABOOKS
ErikPosthuma

Aug 16 09:47:27
@GrahamHill @ericswain It's from Human Sigma: Managing the Employee-Customer Encounter.
Choypw

Aug 16 09:46:46
RT @ericswain: Why Bad CRM Can Kill A Business | CRM News http://ow.ly/2pNKb Click through to the Infographic. It's worth it.
GrahamHill

Aug 16 09:31:21
RT @HYVE_CoCreation: "Why co-creation can be of value itself" http://www.baqmar.be/?p=4542
GrahamHill

Aug 16 09:29:01
@ericswain I think the answer is contained within the book mentioned in http://tinyurl.com/38mrsx2 cc @choypw
GrahamHill

Aug 16 09:17:57
RT @Choypw: "Rationally satisfied customers behave no differently than dissatisfied customers." John Fleming and Jim Asplund
GrahamHill

Aug 16 09:00:05
RT @DanWeese: Whenever firms excel in the vital area of customer experience, they get an advantage of exceeding 14% over customer...
ErikPosthuma

Aug 16 08:55:01
RT @Rexel: Another reason the airline customer experience is broken http://goodexperience.com/2010/08/another-reason-the-ai.php
ErikPosthuma

Aug 16 07:51:11
RT @Choypw: Why “Wowing” Your Customers Matters, and How to Measure It!-http://bit.ly/d11AbZ #cem #cxm #marketing
GrahamHill

Aug 16 07:50:25
"Rationally satisfied customers behave no differently than dissatisfied customers." John Fleming and Jim Asplund #cem #cxm #marketing
Choypw

Aug 16 07:50:02
Cool vid! RT @dude1phoenix: Welcome to Customer Experience http://t.co/M2MeKHD RT @livebis RightNow: CRM мертв http://goo.gl/fb/7J73l
ErikPosthuma

Aug 16 07:49:37
Why “Wowing” Your Customers Matters, and How to Measure It!-http://bit.ly/d11AbZ #cem #cxm #marketing
Choypw

Aug 16 06:50:02
CE doesn't end when saying goodbye. RT @meannie: Affirm The Purchase Decision Long After the Sale http://bit.ly/dxnN1z
ErikPosthuma

Aug 16 06:45:03
Empathy is where good CE starts. RT @MKCallConsult: My best Customer Experience was unexpected because....: http://tinyurl.com/2f7dlwx
ErikPosthuma

Aug 16 06:28:42
RT @rwang0: @pgreenbe has a call to action to stop talking and start doing #scrm http://bit.ly/9PYLUa
mich8elwu

Aug 16 05:46:22
@ErikPosthuma Appreciate your RT! :)
Choypw

Aug 16 05:45:02
RT @Choypw: What's the perfect experience? It delights rationally and emotionally, and it lasts. #cem #cxm #marketing
ErikPosthuma

Aug 16 05:44:11
Obliquity by Kay, Employees First by Nayar, Idea Selling by Harrison @GrahamHill
Choypw

Aug 16 05:32:54
RT @jorgebarba: Business Model #Innovation and Competitive Imitation — HBS Working Knowledge http://bit.ly/bJVJi6
GrahamHill

Aug 16 04:45:59
People do things for their reasons, not yours. So always ask WIIFM. #cem #cxm #management
Choypw

Aug 16 04:45:01
Shine a light on others! RT @toddschnick: 5 Simple Ways To Serve Others http://bit.ly/b7io8b #in #ShineALight @jennydevaughn @rockinrobync
ErikPosthuma

Aug 16 04:40:02
Prove your value, so true. RT @onlinepro: The Rebirth of Customer Experience: http://bit.ly/dkGAQO
ErikPosthuma

Aug 16 03:50:02
Grateful for RTs @brandleadership @davidweale @costelloland @lrmeyer747 @Choypw
KnowledgeBishop

Aug 16 03:30:02
RT @pauldervan: Are multichannel retailers providing a better customer experience? http://bit.ly/aAfdfY from @econsultancy
ErikPosthuma

Aug 16 02:50:02
Grateful for RTs @smaxbrown @lrmeyer747 @Choypw @ReneeFiorilli @ReadyTOFeedBack @alshalloway
KnowledgeBishop

Aug 16 02:35:02
Appreciate RTs @EmilieMeck @nunosanches @auntivi @Choypw @lrmeyer747 @tneogi @cwilkeson
KnowledgeBishop

Aug 16 02:05:04
A journey is best measured in friends rather than miles. - Cahill via @thehrgoddess
KnowledgeBishop

Aug 16 01:31:12
Twitter is awesome, but nothing beats meeting people face to face. Don't forget to get out there
unmarketing

Aug 16 01:05:03
This week, create a culture where employees are appreciated & trusted to do great work. via @smaxbrown
KnowledgeBishop

Aug 16 00:58:44
5 Key Benefits of Monitoring Your Client’s Brand on Social Media - http://mash.to/2pV0v
mashable

Aug 16 00:38:55
@ClienteerHub Thx for the support @uxpectations @HOWTOEXPERIENCE @ImpactLearning @NewWorkTrends @Choypw @DeliverBliss You all rock! :) - U2!
KiaMousavi

Aug 16 00:28:28
Thx for the support: @KiaMousavi @uxpectations @HOWTOEXPERIENCE @@ImpactLearning @NewWorkTrends @Choypw @DeliverBliss You all rock! :)
ClienteerHub

Aug 15 23:26:41
The Taste for Twitter http://fb.me/FHmGJoNs
TickYes

Aug 15 23:05:03
Knowledge IS power, but enthusiasm pulls the switch. - Ivern Ball via @earthXplorer
KnowledgeBishop

Aug 15 22:42:24
The Heart of #Innovation: 20 Qualities of an Innovator http://ht.ly/2pTqf v/ @jorgebarba
thinktank_

Aug 15 21:47:00
Psychology: Learning to fail can bring success http://bit.ly/bdIp5X
Jabaldaia

Aug 15 21:46:05
Today, though many will see the problem and several will see a solution, few will take action. Shall we? #BeTheOne
KnowledgeBishop

Aug 15 21:35:31
How personal is personal enough for your #customer experience? By @LindaIreland - http://bit.ly/cWIyxR
WriteTheCompany

Aug 15 21:20:31
TYVM! @MarketingVeep @ChoyPW 4 RTs & @DrBret 4 Leadership list add: http://bit.ly/arEVWU % & @Skip7547 4 #FF Daily: http://bit.ly/dqPzV8
WriteTheCompany

Aug 15 21:06:51
RT @MNBurgess - Is Consumerism Killing Our Creativity? - http://bit.ly/cf6xkf - #retail @Michael_MBA: @the99percent
WriteTheCompany

Aug 15 21:05:03
The hater always loses more than the hated. via @LeadToday:
KnowledgeBishop

Aug 15 19:12:21
If you ever want to feel smart, read "Clients from Hell" and feel thankful.. http://goo.gl/5T4I
donal_cahalane

Aug 15 18:29:37
Entertaining article on airlines customer service http://tinyurl.com/26pg4do
Hyken

Aug 15 18:05:03
Doing the right thing at the right time begins with knowing the right thing before it's time. - via @pdncoach
KnowledgeBishop

Aug 15 17:39:04
What's the perfect experience? It delights rationally and emotionally, and it lasts. #cem #cxm #marketing
Choypw

Aug 15 15:56:13
RT @stewartb2b: 5 Stages Integrated Digital Marketing LifeCycle shows customer touchpoint graphic http://budurl.com/smtlc
JohnLusher

Aug 15 13:05:02
Selfishness is costly: self-awareness is priceless.
KnowledgeBishop

Aug 15 13:00:50
Time heals but memories last.
Choypw

Aug 15 13:00:33
Positive experience is only entry ticket. Unforgettable experience rules as it lingers in mind forever. #cem #cxm
Choypw

Aug 15 12:53:00
RT @scottmckain: How vital is an Ultimate Customer Experience ®? http://Ez.com/sulv // I love Sullivan's too, great food and service.
DeliverBliss

Aug 15 12:39:12
RT @mitchjoel: Does your brand offer value? Real value? Most brands fail. Miserably: http://bit.ly/9uyiuc
DeliverBliss

Aug 15 12:35:06
Business Loyalty, what is that? Honesty, open communication, Exceed expectation.
StartLiving101

Aug 15 11:35:02
RT @danieltompsett: RT @fpetavy: Interesting model for customer co-creation by Saul Parker from @facecocreation - http://bit.ly/9CMCY4
ErikPosthuma

Aug 15 11:35:02
RT @marksmalley: @RobertEStroud Yep. Look at Customer Experience Management http://tinyurl.com/ct456l and think about how Disney would...
ErikPosthuma

Aug 15 08:03:21
Reading a Slideshare deck about Customer Lifecycle Management. Gave up when I read 'Value = Benefits - Costs'! Out of date thinking
GrahamHill

Aug 15 06:35:02
RT @michael_mba: RT @joshua_d: avoid broken a customer experience RT @HarvardBiz: Anatomy of a Failed Launch-The Michelin PAX...
ErikPosthuma

Aug 15 05:49:42
How Facebook could co-create value - sustainably http://bit.ly/bAqUy5 post by @ireneclng - another one of my favorite blogs #marketing
wimrampen

Aug 15 05:35:02
RT @Aceyg: Small Steps To Improve Customer Experience http://bit.ly/9eAjZ7
ErikPosthuma

Aug 15 05:16:37
White Board Wisdom - The truths left over after the meeting has ended: http://bit.ly/rJsVs #humor #business #FunnyEye
Brainzooming

Aug 15 03:35:02
TY for RTs @NewWorkTrends @Lifehackersha @ScheubelDevelop @Choypw @lrmeyer747
KnowledgeBishop

Aug 15 03:30:02
RT @MarkRiffey: RT @scottmckain: Sometimes, all it takes 4 an "Ultimate Customer Experience ®" is a paper hat & a thank you note:...
ErikPosthuma

Aug 15 03:28:41
Who Should the Strategic Thinkers Be in Your Organization? http://bit.ly/cC1pgt #strategy #planning
Brainzooming

Aug 15 03:20:02
Grateful for RTs @JimmyShawComic @Choypw @lrmeyer747 @landesc @davisk1227 @card4net @vesselproject @ScheubelDevelop
KnowledgeBishop

Aug 15 03:20:00
Building an Innovative Strategy to Continue Winning with Fewer Marketing Resources http://bit.ly/a03HD9
Brainzooming

Aug 15 03:05:02
TY for RTs @ScheubelDevelop @NewWorkTrends @Lifehackersha @tadams_InMind @tedcoine @rich_wong @EmilieMeck @lrmeyer747 @Choypw @card4net
KnowledgeBishop

Aug 15 01:05:04
Don't worry about failure: Worry about the chances you miss when you fail to TRY. - via @OurTownMagazine
KnowledgeBishop

Aug 15 00:05:05
Integrity is best gauged when no one is looking. @via AriaaJaeger
KnowledgeBishop

Aug 14 22:52:24
RT @lms0414 Excellent article on #customer retention strategies from Service Untitled: http://bit.ly/b26By9 #custsvc
WriteTheCompany

Aug 14 22:39:34
Finding and Delighting Your Best #Customers! Intelligent insights from @BarryPeters - http://bit.ly/cbcgip
WriteTheCompany

Aug 14 21:42:50
Top 10 Ways to Lead More Effectively with Humor http://j.mp/bLqMPv
jlevymedia

Aug 14 21:23:34
@Lerou Appreciate your RT!
Choypw

Aug 14 21:21:39
This @Reaburn #customer experience #service encounter shows how to drive #customers away - http://bit.ly/8YtF5U
WriteTheCompany

Aug 14 21:21:17
RT @Choypw: "Apple opposes, IBM solves, Nike exhorts, Virgins enlightens, Sony dreams, Benetton protests...Brands are not nouns but verbs"
Lerou

Aug 14 21:10:35
Measurement and imagination are locked in a dance they can do either badly or well.
MARTYneumeier

Aug 14 21:05:29
@brandcowboy @eddym3 @dancollinstwit @pointsouthkoa @beapositive1 @choypw @kadycantshutup (thanks for liking www.vgoel.blogspot.com )
vikaspgoel

Aug 14 21:05:06
The good leader makes a profit: the great leader makes a difference.
KnowledgeBishop

Aug 14 20:52:09
"#Apple opposes, #IBM solves, #Nike exhorts, #Virgins enlightens, #Sony dreams, #Benetton protests... #Brands are not nouns but verbs." JMD
Choypw

Aug 14 20:38:09
"Success means never letting the competition define you." Tom Chappell #marketing #business
Choypw

Aug 14 19:31:46
"Creation and destruction are two sides of the same coin." Vaclav Havel
Choypw

Aug 14 19:08:46
An article on the psychology of power in the WSJ: http://on.wsj.com/bLvNxY (via @jonahlehrer)
DanielPink

Aug 14 18:29:52
"We must have a tolerance of differences." Frederik Bolkestein #management #leadership
Choypw

Aug 14 17:38:50
Don't compare. Create.
armano

Aug 14 17:20:48
RT @simonmainwaring: One billion minds collaboration process to solve business and non-profit problems. Love this. http://ow.ly/2ptyL
GrahamHill

Aug 14 16:11:23
RT @TammyBurnell: The key of all life is value. Value is not what you get, it is what you give./Five-Star Quote!!
tedcoine

Aug 14 16:05:06
Authentic leaders build people up not tear them down. via @LeadToday #leadership #LeadChange
KnowledgeBishop

Aug 14 16:02:01
Perfection Isn’t Something to Strive For http://bit.ly/dlHrUb #mistakes #learning
Brainzooming

Aug 14 14:22:43
@Choypw Most welcome. It is well deserved!
KnowledgeBishop

Aug 14 14:05:07
More doors are opened with "please" than with keys - @BelaSheria via @nikkiclifton
KnowledgeBishop

Aug 14 11:50:20
RT @JohnFMoore: RT @Choypw: RT @ericjacques: Tip to Make Customers Happy: Follow Up http://om.ly/rAgA #custserv #customerservice
truetb

Aug 14 11:40:59
RT @Choypw: RT @ericjacques: Tip to Make Customers Happy: Follow Up - http://om.ly/rAgA #custserv #customerservice
JohnFMoore

Aug 14 10:54:03
Tip to Make Customers Happy: Follow Up - http://ow.ly/2pz1j #custserv #customerservice
ericjacques

Aug 14 10:30:02
A special thank you to @Choypw for sharing many of my thoughts with his friends. I truly appreciate the RTs!
KnowledgeBishop

Aug 14 10:08:50
@KnowledgeBishop Appreciate much for the mention! :)
Choypw

Aug 14 10:07:49
@GrahamHill Ha! I'm so stuck with the search of origin... Back to basics... Hopeless to reach the sky...
Choypw

Aug 14 10:00:31
For perspective on customer touch-points, #FF @Choypw, one of the most generous people in the tweet-sphere!
KnowledgeBishop

Aug 14 09:58:18
@Choypw ack! Typos late at night with thumbs on an iPhone! I'll make it right.
KnowledgeBishop

Aug 14 06:30:50
@Choypw Set your sights higher.
GrahamHill

Aug 14 06:12:25
@GrahamHill @PaulBaldovin Everything works. If it doesn't, it's either because of different situation or ineffective execution.
Choypw

Aug 14 06:04:23
The Vendor Client relationship - in real world situations http://bit.ly/dpfFJB
wimrampen

Aug 14 05:58:07
RT @PaulBaldovin: Why Waiting Until A New Business Model Is Proven Doesn't Work http://goo.gl/XVoc
GrahamHill

Aug 14 04:15:48
@KnowledgeBishop Is it @chowpw or @choypw...? :P
Choypw

Aug 14 04:14:45
@carlbberg @Choypw @cjwake @AllyGoldsteinn @ToddWalker @instantaweb @JeremyMok Thanks for the RTs! (Open vs. Closed Innovation)
David_Rogers

Aug 14 03:40:02
"All together" is written separated and "separated" is written all together.
OMGFacts

Aug 14 03:26:27
TY! @SvcEssentials @ChoyPW @AdWrighty @RBCFocus 4 RTs & @ThunderstruckMG @JCCarcamo @JedLangdon 4 #FFs & @DanREvans @RussLoL 4 inspiration
WriteTheCompany

Aug 14 02:05:13
Building a better pricing structure http://bit.ly/ch9Zei
McKQuarterly

Aug 14 01:33:43
Theodore Roosevelt was the only U.S. president to deliver an inaugural address without using the word "I". #Trivia
HennArtOnline

Aug 14 01:05:03
You move in the direction you face. You face in the direction you design. @JamesRivers
KnowledgeBishop

Aug 14 00:40:04
Reading... The Nine Moods of Color http://ow.ly/2nuw4
colourlovers

Aug 14 00:05:03
Most people today doubt their beliefs and believe their doubts. Be different. - @Randy_Gage via @dave_carpenter
KnowledgeBishop

Aug 13 22:29:03
RT @DFHobbs Too many marketers think of "branding" as a wardrobe function. It's WHO YOU ARE people!
MichaelHinshaw

Aug 13 22:04:20
“The customer is always right, unless I say he’s wrong.” Matt Youngblood on the recent JetBlue incident http://ht.ly/2prLi
kenblanchard

Aug 13 20:23:27
Prospect is seeking custoemr journey mapping without customer validation. Need to tell a prospect they are wrong. #cem #customerexperience
LiorStrativity

Aug 13 18:39:07
RT @HYVE_CoCreation: "Why co-creation can be of value itself" http://bit.ly/dkf4Md | love this..
wimrampen

Aug 13 18:25:03
A culture [that values customer experience] cannot be wished into existence. http://ow.ly/2pgbf //via @clienteerhub
MichaelHinshaw

Aug 13 18:07:44
Anatomy of a Failed Launch — The Michelin PAX Tire http://s.hbr.org/dySm8r
HarvardBiz

Aug 13 18:07:20
RT @fastcodesign: Appreciating the Genius of Everyday Objects: http://bit.ly/cWRklt #hiddenheroes
fastcompany

Aug 13 18:06:52
Open vs. Closed Innovation: How Much Evil Is Just Right? http://ow.ly/2op6u (via @ConversationAge) #google #apple
frogdesign

Aug 13 18:06:42
Want to create an exceptional #customer experience? @JedLangdon recommends you ditch this - http://bit.ly/arQgLw
WriteTheCompany

Aug 13 17:35:57
How important is follow up in #customer #service? @EricJacques explains from experience - http://bit.ly/bCf8Xa
WriteTheCompany

Aug 13 17:28:35
Thanks @TedCoine @ChoyPW @MoreTips4U for RTs ... & @BartdeCraene @EricJacques @KateNasser @MarilynSuttle @RussLoL for #FFs. Appreciate It!
WriteTheCompany

Aug 13 17:27:41
RT @munishgandhi: "How to transform an ordinary culture to immense profits? One heroic story at a time." #ff @tedcoine http://bit.ly/cwvcTA
tedcoine

Aug 13 17:12:13
Excellent set of rules. -- #leadership reading:R.E.S.P.E.C.T… What does it mean to you? http://bit.ly/cW9852
ericjacques

Aug 13 17:04:22
Great example of doing a little extra #custserv by @JeanneBliss reading:What’s Your Service Magnet? http://bit.ly/b3VCu1
ericjacques

Aug 13 17:02:37
RT @Starbucker: Kudos to the customer serv. professionals who show grace under pressure- they are the ones to celebrate http://bit.ly/b81prE
ericjacques

Aug 13 16:33:03
Build ideas, shelf for 3 days & take anthr look. Still gd? -> Do it again. Repeat untill u can't wait the few days anymore, then: go for it.
ErikPosthuma

Aug 13 16:22:28
@GrahamHill If stuck in gdl, Is it the car's maintenance that is lacking or the drivers education?
wimrampen

Aug 13 15:44:12
New post: Tip to Make Customers Happy: Follow Up - http://ow.ly/2pglP #custserv #customerservice
ericjacques

Aug 13 15:36:15
RT @clearaction Customer Experience: A Lucrative Opportunity for Marketers http://bit.ly/cmkFjE #marketing
MichaelHinshaw

Aug 13 15:29:01
Why Business Should Oppose Net Neutrality http://s.hbr.org/9hnxVd
HarvardBiz

Aug 13 15:23:31
@wimrampen A car without a driver is about as much use as a driver without a car. Classic value co-creation through a service dominant-logic
GrahamHill

Aug 13 15:20:08
I agree w/nearly all(or perhaps I'm just being a girl)RT @financialpost: 10 body language mistakes women leaders make http://natpo.st/cvhJHf
LindaIreland

Aug 13 15:19:10
RT @dawnamaclean: Eminem gets customer experience? http://ow.ly/2pdVS Vulnerability is a strength! /via @clienteerhub
DeliverBliss

Aug 13 15:13:22
RT @markhurst Another reason the airline customer experience is broken http://j.mp/cOtFqM /cc @bsdalton
DeliverBliss

Aug 13 15:10:39
RT @meannie Do Your Daily Habits Include Reading a Book? http://j.mp/dwr0XW // Trying to do that, hard to fit it in though.
DeliverBliss

Aug 13 14:46:28
Trust me. Please? http://t.co/yWxfAHl #bankmarketing
CustomerProfit

Aug 13 14:46:21
RT @MarketingProfs Why (And How) to Develop Great Ideas | MarketingProfs Daily Fix Blog http://bit.ly/cjgjBY
IdeaSandbox

Aug 13 14:44:40
People ask me, What's a magic bullet for creativity? Try asking ELSE questions: what, how, why, who, where ELSE.
tim_hurson

Aug 13 14:39:31
@GrahamHill Is it the car or the person driving the car that makes the difference? I've seen quite some failures..
wimrampen

Aug 13 14:37:14
@Choypw It's is also a set of robust processes to enable your attitude of continuous processes. Kaizen.
GrahamHill

Aug 13 14:31:29
Marketing Wins Strategic Clout by Driving Customer Experience Management http://bit.ly/dotuD6
clearaction

Aug 13 14:16:42
Avoid Decisions, Avoid Life http://s.hbr.org/cpCgNd
HarvardBiz

Aug 13 14:15:46
RT @ArielAkiva: Your perception of day ahead is essential in accomplishing goals. If u see blessings & not problems, u will succeed all day.
Brainzooming

Aug 13 13:44:01
Here we go! Njoy! RT @Choypw: Business Model Generation is available in Hong Kong! But I just ordered it from Amazon!!!
patrickpijl

Aug 13 13:28:00
Business Model Generation is available in Hong Kong! But I just ordered it from Amazon!!!
Choypw

Aug 13 13:24:20
A welter of management cliches (bull) brilliantly compressed in one para by @vikaspgoel http://bit.ly/BlackBeRRy @Tom_Peters must see this.
madversity

Aug 13 12:30:59
Jed continues on consistency vs personalisation in #custserv -- @JedLangdon reading:Ditch the manual http://bit.ly/bsXX4K
ericjacques

Aug 13 11:01:44
5 Tips for Dealing with Complaints on Twitter - http://mash.to/2p7ih
mashable

Aug 13 11:00:32
Emotion affects experience. experience strengthens emotion. #crm #cem #marketing
Choypw

Aug 13 10:33:31
@ericjacques Appreciate much!
Choypw

Aug 13 10:31:44
#FollowFriday @Choypw Great #customerservice tweep who interacts.
ericjacques

Aug 13 09:51:36
@vanbael Why do we have emotions...?
Choypw

Aug 13 08:49:50
@Choypw Thanks for your RTs, very much appreciated!
MyCustomer

Aug 13 08:46:40
Turning business into brand is like turning lead into gold. It creates value (and thus extracts too) at every touchpoint!
fabnet_be

Aug 13 08:05:09
Management Tip: Know When Multitasking Works http://s.hbr.org/bBfX26
HarvardBiz

Aug 13 07:56:32
So both emotion and expectation affect experience, but emotion and expectation are unrelated. #cxm #cem #crm
Choypw

Aug 13 07:55:20
@Choypw Sure, but depends on who you improve 4 if the attitude will help you forward or not ;)
wimrampen

Aug 13 07:54:58
There is no relationship between emotion and expectation. You're :) because you don't want to be :( and be :( #cem #cxm
Choypw

Aug 13 07:49:59
emotion affects experience! Why? -ve experience can easily be turned into +ve when customers are in :) mood! Vice versa! #cem #cxm #crm
Choypw

Aug 13 07:45:31
@wimrampen @grahamhill Continuous improvement is an attitude.
Choypw

Aug 13 07:23:07
@GrahamHill I do not have high hopes 4 any of the existing methodologies 4 continuous improvement..
wimrampen

Aug 13 06:26:03
Excellent post on correlation from @JHenning http://bit.ly/dCIq9W Analysts should read this before writing their next report cc @ekolsky
GrahamHill

Aug 13 05:54:32
Knowledge stocks vs Knowledge flows http://bit.ly/cfCF2H Good question by @prem_k
wimrampen

Aug 13 04:26:35
Many thanks to @Marcio_Saito @coffeebeantech @northwarerh @sapcrm @trippbraden @prem_k @choypw @spirospiliadis @agotthelf
CRMStrategies

Aug 13 04:16:15
The Man Behind the Brands http://s.hbr.org/cHyjpT
HarvardBiz

Aug 13 02:20:03
Grateful for RTs this AM @brandleadership @james_generis @tedcoine @Choypw @d0cster @alisonmccue @sdsdev
KnowledgeBishop

Aug 13 02:05:03
Appreciate the RTs this AM @Flacke @Choypw @brendenmwright @tedcoine @JodyPadarCPA @ty_sullivan
KnowledgeBishop

Aug 13 01:56:28
RT @a_greenwood Do What You Want. Be What You Are. http://bit.ly/bHpow0
Brainzooming

Aug 13 01:54:48
"Taking the NO Out of InNOVation" Free Ebook http://bit.ly/bxQEap #innovation #creativity #ebook
Brainzooming

Aug 13 01:53:46
Feedback is critical for success.
J_Canfield

Aug 13 00:48:53
Take the ordinary and attach it to something of significance to you. Then it's strategic. #JustThinkin . #TEDxKC
Brainzooming

Aug 13 00:08:06
RT @WriteTheCompany: #Customer #Service Quiz (Tips, too!) - Via @MarilynSuttle & @LoriJoVest - http://ht.ly/2mL9C
tedcoine

Aug 12 23:54:05
The Invisible #Consumer - Do you feel like one of them? From @KetelboeterPR - http://bit.ly/bvGonE - #CustomerService
WriteTheCompany

Aug 12 23:48:17
3 Effective Ways to Enhance Your Willpower: http://bit.ly/bcyI7Q
zappos

Aug 12 23:25:35
Consideing #zappos? Would your CEO take 36k a year as zappos CEO? Its a different DNA not for everyone #CEM
LiorStrativity

Aug 12 23:05:04
Effectiveness rises and falls with empathy. http://bit.ly/cDr8Ie RT @aclr8 #LeadChange
KnowledgeBishop

Aug 12 22:07:35
TYVM!!! @TraciBrowne @BSDalton @TedCoine @EricJacques @BartdeCraene for fun comments & @ChoyPW 4 RTs & @GypsyMediaGroup 4 multiple listings.
WriteTheCompany

Aug 12 21:19:34
RT @customerthink: Posted: Sprint Answers the Call to Improve Customer Experience: Inside Scoop with Jerry Adriano http://bit.ly/cQc9pv
LindaIreland

Aug 12 20:51:59
RT @airlinecrewnet: American Airlines Employees Achieve Sixth Customer Experience Rewards Pay: For the sixth.. http://bit.ly/c990PV
LindaIreland

Aug 12 20:50:35
At TRY step of any #customerexperience, their goal is to envision what life is like on the other side of the purchase, w/their need solved.
LindaIreland

Aug 12 20:46:18
Feeling it today! RT @Choypw: experience innovation will be the next battleground. #cem #cxm #marketing
LindaIreland

Aug 12 20:40:12
@Choypw Thanks for the RT! Did you read the follow up in today's post? http://bit.ly/djEgIa
KristinaEvey

Aug 12 20:02:06
@ericjacques Toyota trains its customer service staff to use standard processes to handle the full range of calls http://tinyurl.com/5zddsa
GrahamHill

Aug 12 20:00:17
@ericjacques Consistency and personalisation are not mutually exclusive. Standardise the core, train staff to adapt and take it as it comes
GrahamHill

Aug 12 19:33:57
Lead from WHO you are as a person, not just from WHERE you are on an org chart. @mikehenrysr #LeadChange
KnowledgeBishop

Aug 12 19:19:03
Why Economic Recovery Hinges on Values http://s.hbr.org/a0aMqU
HarvardBiz

Aug 12 19:19:02
Advanced Entrepreneurship: Silence Isn't Golden; It's Dangerous http://s.hbr.org/asXjT7
HarvardBiz

Aug 12 18:50:50
"Order is needed only by fools, the genius controls the chaos" Albert Einstein
thinktank_

Aug 12 18:50:04
People buy from people. So try being human and making a lasting connection. Leave the scripts to machines #customerservice #cem #sales
ericjacques

Aug 12 18:40:10
Reading: "Brand Butler: Infusing the Butler Mindset into Hotel Brands" http://ow.ly/2n7gw
MichaelHinshaw

Aug 12 17:55:06
make little things count... Make A Big Difference! - Favorite #Sales quote from @Choypw member of our Grp http://ht.ly/1Gno7 #in
sales_eu_org

Aug 12 17:44:38
experience innovation will be the next battleground. #cem #cxm #marketing
Choypw

Aug 12 17:23:26
@Choypw Thx 4 the RT. If u like 2 hear more about new #influencer research, I'll b talking @ #SXSW & u can vote 4 it http://bit.ly/bZmJZo
mich8elwu

Aug 12 16:45:09
RT @Reaburn: Internal service-to-external service; internal satisfaction-to-external satisfaction; internal loyalty-to-external loyalty
Choypw

Aug 12 16:42:45
Absolutely, w/r/t how to put into practice. RT @Choypw: @Reaburn @KetelboeterPR Are we actually talking about the service profit chain here?
Reaburn

Aug 12 16:42:42
RT @Reaburn: Service value is a system of promises, external only capable of being as strong as the internal ones supporting them.
Choypw

Aug 12 16:41:31
RT @mich8elwu: RT @augieray: Influence is not Popularity http://bit.ly/cLmAn5 via @briansolis A better influence model http://bit.ly/9UnSQU
Choypw

Aug 12 16:41:03
@Reaburn @KetelboeterPR Or are we actually talking about the service profit chain here...?
Choypw

Aug 12 16:38:01
RT @KetelboeterPR: What Responsibility Does the Customer Have in Service? http://bit.ly/a458bh (via @KristinaEvey) #cem #custserv
Choypw

Aug 12 16:36:47
RT @MarketingProfs: Reach = Meaning a little to a lot; Relationship = Meaning a lot to a few. via @gregverdino
Choypw

Aug 12 16:35:39
@Reaburn Yes... try Level 4 of Kirkpatrick Model. I applied it to Cathay Pacific and it worked.
Choypw

Aug 12 16:23:05
If measure of external promise is still underdeveloped, measure of the internal chain is woefully so. @Choypw: @KetelboeterPR
Reaburn

Aug 12 16:20:26
I don't know that Kirkpatrick is quantitaive enough (it may be). RT @Choypw: @KetelboeterPR @Reaburn Kirkpatrick Model?
Reaburn

Aug 12 16:18:47
@Choypw That's a thought. Not sure how you would get to level 4 and adapt it for service levels vs training. Thanks for planting that seed!
KetelboeterPR

Aug 12 16:09:28
@KetelboeterPR @Reaburn Kirkpatrick Model?
Choypw

Aug 12 16:07:27
RT @DeliverBliss: Changing Your Habits in 3 Steps http://bit.ly/bDR7ye
Choypw

Aug 12 16:02:52
RT @MyCustomer: How can we crack consistent customer experience? http://ht.ly/2oIzA #CEM
Choypw

Aug 12 15:40:05
RT @MyCustomer: "Nobody wants to hear about CRM" Why RightNow repositioned itself away from the $13bn #CRM industry http://tiny.cc/kqyru
Choypw

Aug 12 15:37:01
RT @DonPeppers: Karl Marx and division of labor - what Marx can teach us about employee engagement http://bit.ly/bpAXhq #employees
Choypw

Aug 12 15:26:09
Thank you all for your RTs, comments and convo today @grahamhill @ericjacques @choypw @bartdecraene @kristinaevey @jedlangdon
vanbael

Aug 12 15:00:27
RT @ericjacques: The customer isn't always right but always deserves respect; like everyone else. #customerservice #custserv
Choypw

Aug 12 15:00:03
RT @CustomerProfit: Beyond the Buzz: Getting to the Core of Customer Experience http://shar.es/00uWU
Choypw

Aug 12 14:54:50
RT @Choypw Emoticons don't really have emotions. So why do you feel happy when you see this :) #cem #cxm | Because we do have emotions ;-)
vanbael

Aug 12 14:38:10
Emoticons don't really have emotions. So why do you feel happy when you see this :) #cem #cxm
Choypw

Aug 12 12:54:38
RT @KnowledgeBishop Appreciate RTs this AM @biznicillin @ty_sullivan @MKCallConsult @juliov27612 @LaurenEdwardsSV @Choypw @feistycoach :-)
ty_sullivan

Aug 12 12:32:17
RT @WriteTheCompany: @EricJacques @BartdeCraene for mentions @TedCoine @BSDalton for RTs RE: Dying to Be with You - http://bit.ly/9DLYCa
Choypw

Aug 12 12:30:05
RT @KnowledgeBishop: RT @mikehenrysr: Servant Leadership: Now in 3D! Today's post by @KnowledgeBiship #LeadChange http://bit.ly/9GN8Hj
Choypw

Aug 12 12:21:38
RT @KnowledgeBishop: Grateful for RTs this AM @CEO_INGDIRECT @RLMadMan @feistycoach @lrmeyer747 @Choypw @auntivi @nandinizg @lardown
CEO_INGDIRECT

Aug 12 12:10:27
RT @KnowledgeBishop: To ensure long-term success, your employees must LOVE your organization. http://bit.ly/ctgNRR via @tedcoine
Choypw

Aug 12 11:51:25
RT @GrahamHill: RT @GoodCRM: The Evolution of Customer Acquistion at CRM Evolution #CRMe10 http://bit.ly/coWjGK
Choypw

Aug 12 11:43:52
RT @vanbael: What responsibility do customers have in service http://cot.ag/araSLz @KristinaEvey Service is a 2way street indeed #custserv
Choypw

Aug 12 11:40:16
RT @LindaIreland: Attracting wrong demand leads to loss of profits, distraction from "right revenue" opportunities. When should you say no?
Choypw

Aug 12 11:23:46
Internal branding, B2B - important to build that inside-out experience with every employee touchpoint - often overlooked - high ROI #CMO
JHJackoCMO

Aug 12 07:57:24
What responsibility do customers have in service http://cot.ag/araSLz @KristinaEvey | Service is a 2way street indeed #custserv
vanbael

Aug 12 05:00:23
RT @ErikPosthuma: How are you handling your customer experience? RT @RachelfromFocus: Improving ur customer experiencehttp://bit.ly/94eWGQ
Choypw

Aug 12 03:32:27
Grateful for RTs @_erock and @Choypw. Appreciate you guys!
KnowledgeBishop

Aug 12 02:50:03
Appreciate the RTs today @thehrgoddess @ellenfweber @lrmeyer747 @JackieBelding @crmetrics @brendenmwright @Choypw
KnowledgeBishop

Aug 12 02:20:02
Grateful for RTs this AM @CEO_INGDIRECT @RLMadMan @feistycoach @lrmeyer747 @Choypw @auntivi @nandinizg @lardown
KnowledgeBishop

Aug 12 02:10:02
Oh yes it can. RT @dmottershead: Can Customer Experience Really Make a Difference to your Business? http://bit.ly/cLLHTN
ErikPosthuma

Aug 12 02:05:03
Appreciate RTs this AM @biznicillin @ty_sullivan @MKCallConsult @juliov27612 @LaurenEdwardsSV @Choypw @feistycoach
KnowledgeBishop

Aug 12 01:46:28
"Meet your customer where they are." - @LMcCadney via @MarshaCollier | Yes! Respect THEIR #custserv channel preference.
KnowledgeBishop

Aug 11 21:10:58
Best article I read this week so far: How to Be Productive: Stop Working http://tinyurl.com/2eln3ut PLEASE READ IT :-)
GrahamHill

Aug 11 20:55:39
RT @AnalPoet @CoCreatr (Who, When & How) " Hotels want to know you, mister angry@hostelry" http://ht.ly/2o0NF
GrahamHill

Aug 11 20:07:16
Branding strategist, heal thyself! http://ow.ly/2ojXJ
MichaelHinshaw

Aug 11 19:20:28
A fascinating way of brainstorming. #customer #creativity reading:Creativity Focused on Customers http://bit.ly/9eVQaO
ericjacques

Aug 11 19:00:22
Do U welcome customer interactions or are they an interruption? Customers are your business, make them feel valued. #cem #customerservice
ericjacques

Aug 11 18:43:01
New Blog Post: Strategy starts with identifying changes - Pay attention to this McKinsey Quarterly interview of Rich... http://ow.ly/18wShL
jorgebarba

Aug 11 17:57:17
4 most important words in biz re customer: HOW ARE WE DOING?
tom_peters

Aug 11 17:56:20
3 most important words in biz: AT YOUR SERVICE. (Sorry for question mark in last tweet.)
tom_peters

Aug 11 17:54:16
2 most important words in biz: TRY IT!
tom_peters

Aug 11 17:53:38
2 most important words in biz: I'M SORRY?
tom_peters

Aug 11 17:53:12
2 most important words in biz: THANK YOU?
tom_peters

Aug 11 17:52:51
4 most important words in biz: HOW CAN I HELP?
tom_peters

Aug 11 17:52:27
4 most important words in biz: WHAT DO YOU THINK?
tom_peters

Aug 11 17:27:23
Want to engage your workforce? Tom says use the 4 Most Important Words: http://is.gd/edfVm ^SD
tom_peters

Aug 11 17:23:22
Flexibility - speed is more important than perfection. Launch and iterate. #BMAkc @ashleymk
Brainzooming

Aug 11 17:16:26
Visibility, Persuasive, Flexibility are 3 strategies to win in ZMOT #BMAkc @ashleymk
Brainzooming

Aug 11 17:15:32
ZMOT is the customer interaction before the first direct interaction w/ your brand. #BMAkc @ashleymk
Brainzooming

Aug 11 17:05:10
A frustrated customer is usually seeking restored relationship after a breach of trust. Connect. #CustServ
KnowledgeBishop

Aug 11 17:02:09
Old wine new bottle. ZMOT is touchpt experience formed at heart based on either WOM or past experience. FMOT is just first impression. #cem
Choypw

Aug 11 16:42:19
Why Better Is Better Than Best http://bit.ly/bQDkky (via @simonsinek) #leadership #shrm
KetelboeterPR

Aug 11 16:40:04
For Wow! service, make it personal - http://ow.ly/2o0Qd #custserv #cem #customerservice
ericjacques

Aug 11 15:51:11
"Zero Moment of Truth" from Google Blog http://bit.ly/dk0tpu #BMAkc #BMAEngage #BMA
Brainzooming

Aug 11 14:01:26
Albert D. Lasker and the Creation of the Advertising Century (slideshow) http://s.hbr.org/anmEHa
HarvardBiz

Aug 11 13:59:29
True story! RT @ambercleveland: LOL, me too! RT @Choypw How #Twitter has changed my life? I leave 1 space instead of 2 after a period.
sdoesimkins

Aug 11 12:57:22
@Choypw Thanks for the RTs Daryl! They're always appreciated. Have a wonderful day! http://rep.ly/1Og7H
ericjacques

Aug 11 12:51:38
@KnowledgeBishop Thank you. I'll be there. See you soon. :)
Choypw

Aug 11 12:43:38
3-Minute WOM Lesson: 3 talkers you may be overlooking http://bit.ly/bWJZxm
DeliverBliss

Aug 11 12:41:25
True Leaders Are Also Managers http://s.hbr.org/brKpZ6
HarvardBiz

Aug 11 12:37:29
@wimrampen @DeliverBliss No, they shouldn't. That's the point with personalisation. Personalise based on their wants/needs at touchpoint.
ericjacques

Aug 11 12:30:39
@Choypw Certainly: The next #custserv chat, in Hong Kong time, is Wednesday, August 18 at 9:00 AM. (That's Tuesday night here in Florida)
KnowledgeBishop

Aug 11 12:28:03
You get back what you give. http://j.mp/c6JrIb /via @robbinphillips
DeliverBliss

Aug 11 12:22:09
@KnowledgeBishop Hi Bishop... please let me know when the next #custserv chat will be. I'd definitely like to join. Appreciate much.
Choypw

Aug 11 12:18:40
@ericjacques @DeliverBliss Agree.. It's abt consistent personalization of the service experience.. But: shd all Customers get the same?
wimrampen

Aug 11 12:16:35
The Importance Of Followup http://j.mp/b1yLIH /via @mindsharevoice
DeliverBliss

Aug 11 11:59:41
Giggle... RT @Choypw: How #Twitter has changed my life? I leave 1 space instead of 2 after a period.
samsonkwok

Aug 11 11:36:29
"#TWITTERART          
╱╱╱╰╮╰╮╰╮ⒼⓄⓄⒹ╱Ⓜ 
╱╱╭━━━━━━━╮╱╱╱Ⓞ 
╱╱╰━━━━━━━╯╱╱╱Ⓡ 
╱╱┃╭╭╮┏┏┏┏┣━╮╱Ⓝ 
╱╱┃┃┃┃┣┣┣┣┃╱┃╱Ⓘ 
╱╱┃╰╰╯┃┃┗┗┣━╯╱Ⓝ 
┈┈╰━━━━━━━╯┈┈┈Ⓖ "
twart1st

Aug 11 11:29:45
RT @tedcoine: RT @Choypw: Employee Relationship Managment (ERM) is definitely more important than #CRM if employees come first. #leadchange
brendenmwright

Aug 11 11:26:02
@tedcoine Thank you for the RT. Appreciate much.
Choypw

Aug 11 11:24:53
Is this ERM? Nobody's unpredictable!?-http://bit.ly/aITeWu #management #leadership
Choypw

Aug 11 11:18:52
RT @Choypw: Employee Relationship Managment (ERM) is definitely more important than #CRM if employees come first. #management #leadchange
tedcoine

Aug 11 11:18:27
New post: Consistent vs Personal - Shouldn't customer service be personal? http://ow.ly/2o0xs
ericjacques

Aug 11 11:17:37
Employee Relationship Managment (ERM) is definitely more important than #CRM if employees come first. #management
Choypw

Aug 11 11:14:10
New post: Consistent vs Personal - http://ow.ly/2o0xs #custserv #cem #customerservice cc @DennisSnow
ericjacques

Aug 11 10:30:02
Ladbrokes announce focus on Customer Experience | Beyond Philosophy http://ow.ly/2nXi7
ColinShaw_CX

Aug 11 09:52:07
@ambercleveland LOL! Appreciate your RT.
Choypw

Aug 11 09:51:15
#Relationship is important, so there is #CRM for managing customer relationship. But employees should always come first, and where is ERM?
Choypw

Aug 11 08:35:39
Social media isn't just about reach, it's about engagement. #scrm
Choypw

Aug 11 08:34:35
Management Tip: 2 Ways to Get Your Team Engaged http://s.hbr.org/cXecx1
HarvardBiz

Aug 11 08:16:06
LOL, me too! RT @Choypw How #Twitter has changed my life? I leave 1 space instead of 2 after a period.
ambercleveland

Aug 11 08:15:17
How #Twitter has changed my life? I leave 1 space instead of 2 after a period.
Choypw

Aug 11 08:04:30
RT @Choypw @thinktank_: Why giving your customers everything they want isn't always best for your business: http://ht.ly/2nWaQ #marketing
andylees

Aug 11 07:09:33
Hard evidence that customer referral programmes work. But they don't work for all segments http://tinyurl.com/2bm5495
GrahamHill

Aug 11 06:55:21
Kumar on why being the first in your industry to focus on customers pays long-term dividends http://tinyurl.com/2dgthjq
GrahamHill

Aug 11 06:48:11
Why giving your customers everything they want isn't always best for your business: http://ht.ly/2nWaQ #marketing #branding
thinktank_

Aug 11 06:47:55
So you want to become customer oriented? This study shows it may be harder than you think http://tinyurl.com/2f2s6ra
GrahamHill

Aug 11 06:41:05
Kumar on Driving Profitability by Encouraging Customer Referrals: Who, When and How http://tinyurl.com/yztpvmf cc @pgreenbe
GrahamHill

Aug 11 05:05:33
@KnowledgeBishop Have I missed the #custserv chat this morning!? Gee!!!
Choypw

Aug 11 02:39:03
@Choypw - Hello! Great to see you tonight/today!
KnowledgeBishop

Aug 11 01:50:03
Engagement builds loyalty! Some of the most passionate brand advocates are satisfied former complainers. #custserv
KnowledgeBishop

Aug 11 01:47:38
RT @huntleychris: a customer complaint is simply an opening for better service. When they stop complaining you have already lost #custserv
tedcoine

Aug 11 01:35:04
In past years, careful planning yielded profits. Today, #custserv communication methods morph monthly. Brands need agility.
KnowledgeBishop

Aug 11 01:23:40
RT @huntleychris: I look at customer interactions like a bank of goodwill that requires more deposits than withdrawals #custserv /YES!!!
tedcoine

Aug 11 00:40:05
Clarity, Consistency, Constancy http://ow.ly/2n8op
MichaelHinshaw

Aug 10 22:57:11
TY! @Aimee_Lucas @ChoyPW for RTs ... & @MLPDelray for adding me to your terrific #CustomerService list - http://bit.ly/9s6jwI
WriteTheCompany

Aug 10 22:40:57
RT @jorgebarba: Thx for RT's :) @Choypw @storiedstrategy @Nine_Lines @apetterle @tdebaillon @ideas4all @lisosa @amyjdean @audhall @prwpmp...
storiedstrategy

Aug 10 22:30:14
Your competitors all "value customers", "offer the best product/service", etc. What differentiates YOUR brand? Can you communicate it?
MichaelHinshaw

Aug 10 21:53:07
"There’s no such thing as information overload, there’s only filter failure"(@cshirky) - The personalized news stream: http://bit.ly/8YbGcT
frogdesign

Aug 10 21:40:06
RT @attitudeburns: When people stop working WITH you and instead work FOR you, they treat the work like just a job. #corporateculture
ericjacques

Aug 10 21:30:37
RT @Leadership1: If you are #consulting, you should read this: "Consult With A Purpose - What's Your End Game?"- http://is.gd/e4fhQ /V Good!
tedcoine

Aug 10 21:06:42
#Leadchange first within yourself, then in others and then in your community to make a positive difference. @mikehenrysr
KetelboeterPR

Aug 10 21:02:25
Thx for RT's :) @Choypw @storiedstrategy @Nine_Lines @apetterle @tdebaillon @ideas4all @lisosa @amyjdean @audhall @prwpmp @emoticomma
jorgebarba

Aug 10 20:18:12
Whatever Happened To Marketing Strategy? http://su.pr/29GR9k @BrennerMichael #SAP #crm
YourCustomers

Aug 10 20:15:37
Empowerement, authority, and respect are earned. Never forget that.
AmberCadabra

Aug 10 19:45:36
RT @lisaarthur: Let Go, Customers Control Your Brand http://bit.ly/d3VqX9. #Aprimo in SunHearlad: #marketing. #cmo
GrahamHill

Aug 10 19:42:07
The 100 Most #Creative People on Planet Earth http://ht.ly/2nJ9i Great list by @FastCompany including each person's twitter address!
thinktank_

Aug 10 19:26:20
Every breakthrough idea begins as a “What if?” question. #ideas #creativity #innovation
SmartStorming

Aug 10 19:21:00
An example effective -and cute! -example RT @Choypw: RT @DeliverBliss: New Blog Post: How LEGO does Customer Experience http://bit.ly/awHbyo
LindaIreland

Aug 10 18:49:40
RT @DrewCM: I believe that conceptual breakthroughs come when you see a new pattern. - C.K. Prahalad S+B http://ht.ly/2nHbq
GrahamHill

Aug 10 17:33:50
"#TWITTERART          
╲╭━╰╰╰╰━╮╱╱╱╱Ⓘ♡Ⓣ
╭┫◒┈╭╮┈◒┣╮╱╱╭╮╱Ⓔ
╰┫╲╰━━╯╱┣╯╱╱╰╯╱Ⓝ
╲╰━┳━━┳━╯╱╭┳┳┳╮Ⓝ
╲╲┗┫┊┊┣━━━╋╋╋╋┫Ⓘ
╲╭━┛┏┓┗━╮╱╰┻┻┻╯Ⓢ
┈┗━━┛┗━━┛┈┈┈┈┈┈┈"
twart1st

Aug 10 17:08:24
RT @CRMStrategies: CRM Evolution: The Evolution of Customer Relationship Management by @jacobm on @cmswire http://ow.ly/2nDqc #CRMe10 #scrm
mich8elwu

Aug 10 16:44:09
Last Impressions Count! http://goo.gl/fb/LWDl2 #customerservice
YourCustomers

Aug 10 16:37:23
No offense but I think we are stuck... the so-called #CEM gurus keep coming up with so-called new ideas, but honestly there's nothing new.
Choypw

Aug 10 16:19:21
Really what's so special about Abercrombie & Fitch? I've learned nothing from them! http://bit.ly/aGoRW0 #cem #cxm #marketing
Choypw

Aug 10 16:12:41
Looking to 'Re-fresh' your #brand http://ht.ly/2nBtn Some interesting insights v/ @sparxoo
thinktank_

Aug 10 15:09:20
Reminder: take at least 5 mins to reply/retweet others. Nothing about you. Engage, interact, give
unmarketing

Aug 10 14:37:33
Six Secrets to Creating a Culture of Innovation http://s.hbr.org/czLfZt
HarvardBiz

Aug 10 14:27:31
3 Questions About Micromarketing: Getting Big Results by Thinking Small: http://bit.ly/cIbupK cc @gregverdino
MarketingProfs

Aug 10 10:28:42
Ladbrokes announce focus on Customer Experience | Beyond Philosophy http://ow.ly/2npXh
ColinShaw_CX

Aug 10 08:14:29
The FOUR phases of Design Thinking http://ht.ly/2mEil #designthinking #innovation v/ @harvardbiz
thinktank_

Aug 10 07:33:13
'A Branded World' - great article on #branding by the talented @andrewsabatier http://ht.ly/2nn56
thinktank_

Aug 10 07:07:57
New Blog Post: How LEGO does Customer Experience http://bit.ly/awHbyo
DeliverBliss

Aug 10 06:20:32
RT @wimrampen: 3 Reasons to Empower Instead of Influence http://bit.ly/9NPJJN (via @futurescape)
nedkumar

Aug 10 05:58:13
We see everything through the prism of emotion. RT @katharnavas: Stop Designing Aesthetics, Start Designing Emotions http://bit.ly/doAUxr
Hisatoshi_CD

Aug 10 05:33:59
Mutual respect… http://bit.ly/cIv4hT
DeliverBliss

Aug 10 03:35:46
How do companies engage employees? Thru email, intranet, F2F, website, and (increasingly) social media: http://bit.ly/bIxjux
MarketingProfs

Aug 10 03:35:03
Appreciate RTs @tedcoine @BrockPatterson @Ttime710 @lrmeyer747 @Choypw @NSRiazat @LJSeminars @RussLoL
KnowledgeBishop

Aug 10 01:41:23
RT @ImpactLearning: RT @jeannebliss: humility and even humor should play a role in your personal interactions with customers. #cem #custserv
tedcoine

Aug 10 01:40:19
RT @royatkinson: People who don't think service is a passion for C-level types should read this post by Richard Branson http://bit.ly/biR40M
tedcoine

Aug 10 01:05:04
The one thing your customers shouldn't need is customer service. http://ow.ly/2mLHn
MichaelHinshaw