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
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
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