Tweets of 24-30 Aug 2010

Aug 30 23:04:53
Metrics: #Customer Satisfaction and/or Customer Loyalty - Part 1 from @TabithaDunn - http://bit.ly/d3caPL
WriteTheCompany

Aug 30 22:35:49
RT @WriteTheCompany: Want to create more loyal #customer relationships? Follow up on this advice from @KristinaEvey - http://bit.ly/bqcOe5
DeliverBliss

Aug 30 22:17:47
Presenting with the legendary @donpeppers on Wednesday. Very Stoked! Using Email + CRM to Increase Customer Engagement http://t.co/XvSUO5b
rothscott

Aug 30 22:01:59
RT @patrickpijl: LEGO on Open Business Models RT @nerissalacle: Lego on Openness, #Co-creation & #Innovation - http://bit.ly/dgzt57 #bmgen
wimrampen

Aug 30 21:50:45
After all It's all a matter of perspective http://bit.ly/cjHbAg #EndOfRant
wimrampen

Aug 30 21:19:13
Tx 4 RT's @AnalPoet @jhagel @Choypw @simzaolly @Maarten33 @PatriceF @WriteTheCompany @macadaan @michaelericsson @ariegoldshlager appreciated
wimrampen

Aug 30 21:00:03
What kinds of small changes have you made, or do you plan on making, to improve your customers' experiences?
MichaelHinshaw

Aug 30 20:48:37
Napping at work can boost productivity: http://yhoo.it/bOG4Ic
zappos

Aug 30 20:34:54
#custserv #customerservice by @KristinaEvey reading:Customer Relationships – Do You Derail It Before You Even Start? http://bit.ly/aHBlxJ
ericjacques

Aug 30 20:24:52
The good from the bad. http://on.ted.com/8X89
ericjacques

Aug 30 20:08:01
Strategic Connections – 3 Tips for Identifying More Opportunities http://bit.ly/cx8ccu #strategy #businessdevelopment
Brainzooming

Aug 30 19:35:03
Design Of Little Things: small changes that dramatically improve the customer experience of much larger investments. http://ow.ly/2wNgn #cex
MichaelHinshaw

Aug 30 19:28:44
RT @lorijovest: RT @MarshaCollier: Customer service is a two-way street: Remain calm to get what you want http://bit.ly/9xiUVy H/T @EYellin
tedcoine

Aug 30 19:16:54
Interesting concept on miamiherald.com: Use the 80/20 ratio to understand customers http://tinyurl.com/2d3b6qp
Hyken

Aug 30 19:16:15
RT @joerawlinson: Your current customers are often your best source for new customers: http://bit.ly/bAkrbA #cusotmersrock
bcarroll7

Aug 30 19:14:45
RT @joerawlinson Growing Business the Old-Fashioned Way: http://bit.ly/aHJPNi (via @bcarroll7) #custserv (thx for RTing an oldie but goodie)
bcarroll7

Aug 30 18:47:11
@WriteTheCompany @ChoyPW Thanks for the RT!
Hyken

Aug 30 18:17:27
Want to see the personification of passion? Watch this. via @starbucker http://bit.ly/9deiBq #custserv #cem
bsdalton

Aug 30 18:15:59
Productizing Ideas: http://bit.ly/chh0h1
armano

Aug 30 18:05:09
Video interview: Voicing values in the workplace http://bit.ly/a3vEBl
McKQuarterly

Aug 30 18:03:33
The value of artists is not in what they create, but what they help others to create.
gapingvoid

Aug 30 17:50:22
Doing good vs. making money http://bit.ly/buuOxa
armano

Aug 30 17:45:06
"The strongest #brands strive to understand cultural context, underlying values, hopes, anxieties, fears and..." http://ow.ly/2wN3a
MichaelHinshaw

Aug 30 17:18:20
Make Your Data Do New Tricks http://t.co/2wOXgFC #CRM #marketing
CustomerProfit

Aug 30 17:12:08
RT @ChoyPW RT @Hyken - Small Business: Business to Business #Customer #Service - http://tinyurl.com/2bgxym2
WriteTheCompany

Aug 30 16:58:33
RT @frankroche: It''s what makes you not subject to the Dunning-Krueger Effect. http://bit.ly/bjo1rd There's name for that?!?! I love it! TY
tedcoine

Aug 30 16:53:56
Kindness costs you NOTHING and buys you EVERYTHING! http://bit.ly/caElCP #CustServ #LeadChange
KnowledgeBishop

Aug 30 16:49:05
#experience is both verb and noun, but verb is more important than noun. Use positive verb to create positive noun. #cem #cxm
Choypw

Aug 30 16:38:29
@ericjacques So again #customerservice is inside-out. Customer #experience is outside-in. :)
Choypw

Aug 30 16:23:16
Great piece: Email Marketing Is All About Trust http://bit.ly/avh9Yy #mediapost #marketing #CRM
CustomerProfit

Aug 30 16:20:05
#customerservice is what you do _for_ a customer. Customer #experience is _everything_ that _affects_ customer perception about you.
ericjacques

Aug 30 16:15:59
Creativity relates to both economic and spiritual growth: http://bit.ly/d0OUpT RT@gapingvoid
SunniBrown

Aug 30 15:45:40
@TabithaDunn thx fo RT Tabitha. check out stream and chime in. @choypw and I talking CE and drivers of #custserv demand that prevent delight
bsdalton

Aug 30 15:44:58
@bsdalton Couldn't agree more! So if #custserv is #customerexperience driven, it's for sure going to #wow customer during service cycle.
Choypw

Aug 30 15:43:32
RT @bsdalton @Choypw customer experience is entire company's responsibility not just #custserv experience starts before custserv in the loop
TabithaDunn

Aug 30 15:41:45
@Choypw customer experience is entire company's responsibility. not just #custserv. experience starts before customer service in the loop
bsdalton

Aug 30 15:33:33
RT @brandpundit @Emotivebrand [Nearly] Everyone can tell you what their #brand does, but can you talk about WHY your brand is?
MichaelHinshaw

Aug 30 15:33:07
@bsdalton CE is ent co resp. | I have difficulties understanding the short form... :S
Choypw

Aug 30 15:31:28
The more I learn, the more I realize how little I still know. Humbling!
tedcoine

Aug 30 15:27:43
@Choypw as function, how do u delight when u start behind 8 ball bc customer is calling 2 solve an avoidable problem? CE is ent co resp.
bsdalton

Aug 30 15:24:11
@bsdalton I still think #custserv should be #customerexperience driven, as #custserv should be designed to delight customers. #cem #cxm
Choypw

Aug 30 15:07:58
@Choypw exactly! some are positive. most erode value. drive costs and preven #custserv from delivering higher value proposition
bsdalton

Aug 30 15:05:12
There is no such thing as a dishonest success. RT @LeadToday #LeadChange #bizwiz
KnowledgeBishop

Aug 30 15:01:59
@bsdalton Then almost everything is demand driver in customer-centric company. Agree?
Choypw

Aug 30 14:57:48
@Choypw failure in those things r drivers of demand 4service. remove drivers. reduce demand.focus on higher value. imp cust exp. make sense?
bsdalton

Aug 30 14:43:37
@bsdalton Wait... what's supply and demand?
Choypw

Aug 30 14:43:06
@bsdalton Aren't those supply drivers? issues w/billing, shipping, stock, prod quality...?
Choypw

Aug 30 14:41:41
Everything old is new again. The Design of Little Things (DoLT) is simply to make little things count. #cem #cxm @btemkin
Choypw

Aug 30 14:40:06
@Choypw svs demand drivers: issues w/billing, shipping, stock, prod quality, lack of/poor info resources.best answers in CRM reason codes.
bsdalton

Aug 30 14:34:14
@bsdalton What exactly are upstream demand drivers? Please help...
Choypw

Aug 30 14:24:55
Good companies are driven by innovation. Great companies are innovation drivers.
tim_hurson

Aug 30 13:35:25
@Choypw Thanks for the RT!
Hyken

Aug 30 13:34:19
How to Sell an Idea to Your Boss http://s.hbr.org/cpNV5d
HarvardBiz

Aug 30 13:18:55
@Choypw Thank you so MUCH!
KnowledgeBishop

Aug 30 13:07:01
7 Services That Will Suggest Things You Like: http://bit.ly/b7tpJz
armano

Aug 30 13:00:06
New #CustServ Blog Post: "Kindness Transcends Constraints!" http://bit.ly/caElCP
KnowledgeBishop

Aug 30 12:44:59
Are you creating more relationships or better relationships with social media? http://j.mp/aUuJck
DeliverBliss

Aug 30 12:27:40
Process experience/making a process customer-focused: the coffee example http://bit.ly/aq4iu3 #servicedesign
EffectiveExp

Aug 30 12:11:45
@Choypw thats Bill Price's point. Fix the upstream demand drivers for #custserv and the entire experience life cycle is improved. #cem
bsdalton

Aug 30 12:09:48
RT @Choypw The Best Service is No Service-http://bit.ly/9oWqku | Does it apply to customer exp too? #cem #cxm <yes! Amazon creates a gr8 exp
bsdalton

Aug 30 12:08:12
@WriteTheCompany @Sarah_Gore @SocietyInsRes @ChoyPW @DavidRozansky that IS a good list. Thx for the reference WTC
bsdalton

Aug 30 11:30:03
Creativity for the Worst Possible Conditions http://bit.ly/9C2nVw #Creativity #HallAndOates #Challenges
Brainzooming

Aug 30 10:55:03
Wow! -- #custserv #customerservice reading:Southwest Airlines: low prices, great customer service: imagine that! http://bit.ly/blxHxE
ericjacques

Aug 30 10:52:51
Love the idea of #knowledge abundance -- by @berkson0 reading:The Age of Thought Leadership http://bit.ly/9Q78ep
ericjacques

Aug 30 10:11:56
Great ex. of #custserv #customerservice by @KristinaEvey reading:Birthdays are a Great Time to Reach Out to Customers http://bit.ly/ct542z
ericjacques

Aug 30 10:07:27
There is no “I” in Team? I disagree! http://bit.ly/ascnvm (via @ericjacques) < "I" like this
jedlangdon

Aug 30 09:35:27
It's time to change perspective from how you "add value" to understanding how Customers pull resources from their networks to create value..
wimrampen

Aug 30 09:30:03
RT @AmeliaHu: Developing a Customer Experience Strategy in a Cloudy World |... http://lnkd.in/2ea8pv
ErikPosthuma

Aug 30 08:58:34
The Best Service is No Service-http://bit.ly/9oWqku | Does it apply to customer experience too? #cem #cxm
Choypw

Aug 30 08:57:15
Note to Client: Why Good #Brands Fail http://ht.ly/2wB5p Great @FastCompany article v/ @Real_Inisghts
thinktank_

Aug 30 08:55:41
Which is more important really? #experience or #service? If service is experience-driven, then experience is all that matters. #cem #cxm
Choypw

Aug 30 08:49:04
In case you missed it: The 2 Most Meaningful #CRM Reports http://bit.ly/dkPpV3 | via @houthum
wimrampen

Aug 30 08:46:17
A comparison between #experiencedesign and #servicedesign: http://tinyurl.com/23orxm8
EffectiveExp

Aug 30 08:25:02
RT @vanrajs: How to market sustainability to meet consumer demands: Marketing of sustainable products is a new territory and an......
ErikPosthuma

Aug 30 07:05:02
Trends: Gartner Says the World of Work Will Witness 10 Changes During the Next 10 Years http://ow.ly/2w9qD #em
Competia

Aug 30 06:28:23
@ErikPosthuma Thank you for the RT Erik.
Choypw

Aug 30 06:20:02
RT @Choypw: Why is positive experience important? So relationships last. #cem #cxm
ErikPosthuma

Aug 30 05:46:02
Don't count on common sense. Confirm, reconfirm and re-reconfirm understanding! #life #wisdom
Choypw

Aug 30 05:44:13
Common sense is no common sense unless everyone knows what's common. #life #wisdom
Choypw

Aug 30 05:20:02
RT @theMediaDude: Newsmaker Q&A: Customer experience now a busy two-way street http://bit.ly/cQO4lz
ErikPosthuma

Aug 30 03:25:02
TY for RTs @AlainaRachelle @Choypw @tadams_InMind @EmployNet @tneogi @MKCallConsult @austinleelawson @lrmeyer747 @Chowpw @juliov27612
KnowledgeBishop

Aug 30 02:45:02
TY for RTs @pauljansen @OrlandoHappyHr @Choypw @daqy @soundsoffaith @Parrattslanding @TechRightTO @NSRiazat @lrmeyer747
KnowledgeBishop

Aug 30 02:08:09
Thanx for RTs & Mentions: @RossLeadership @ambercleveland @groubalbot @Choypw @BishopsB2B @duncanbrodie @DonCooper @NateKettles @PhilPhoster
RubenQuintero

Aug 29 22:18:25
Thx! @Sarah_Gore @BSDalton @SocietyInsRes @ChoyPW 4 RTs & @DavidRozansky 4 adding WTC to your terrific Business list - http://bit.ly/92jcNr
WriteTheCompany

Aug 29 19:12:48
Newsmaker Q&A: Customer experience now a busy two-way street http://shar.es/0fEsM Great Ideas!
Hyken

Aug 29 18:32:21
experience is not an event but a journey. People constantly seek new experiences. #cem #cxm #marketing
Choypw

Aug 29 18:23:42
@choypw Thank you for the RT!
Hyken

Aug 29 18:05:07
A ship in the harbor is safe, but that is not what ships are built for. RT @forsgrens
KnowledgeBishop

Aug 29 17:28:49
Why is positive experience important? So relationships last. #cem #cxm
Choypw

Aug 29 17:24:12
"Empathy is the key to all relationships." Garret FitzGerald #life #wisdom #quote
Choypw

Aug 29 17:22:15
"Generosity overpowers greed." Bryce Courtenay #life #wisdom #quote
Choypw

Aug 29 17:20:17
"It takes compromise to make real progress." Edward Kennedy #life #wisdom #quote
Choypw

Aug 29 16:14:30
RT @ralph_ohr: RT @Jabaldaia: “A Great Source of Inspiration” – Some readings this week! - http://bit.ly/80SlsM | Good stuff indeed
wimrampen

Aug 29 15:17:38
Insights: Personal/professional growth in customer service, employee development, leadership training - @BrockPatterson http://bit.ly/bnlm9z
WriteTheCompany

Aug 29 13:08:51
RT @ericjacques Leveraging #custserv & #sales by @enthused: reading: Want to increase profits? Charge more. http://bit.ly/bmLfDa
Reaburn

Aug 29 12:54:23
The heretical notion that salespeople may just be like the rest of us after all, explored by @tedcoine & @danielpink http://bit.ly/dATh9f
Reaburn

Aug 29 12:21:32
Leveraging #custserv and #sales by @enthused - reading:Want to increase profits? It’s simple: Charge more. http://bit.ly/bmLfDa
ericjacques

Aug 29 12:19:44
NEVER EVER EVER EVER EVER BAD-MOUTH A COMPETITOR.
tom_peters

Aug 29 11:44:53
Great explanation, too bad he had to ask twice -- #custserv by @WriteTheCompany reading:Why Chicken … of the Sea? http://bit.ly/b0BdiV
ericjacques

Aug 29 08:41:44
Unexpected Customers From Unexpected Markets http://bit.ly/d3XG28
wimrampen

Aug 29 05:32:06
@tedcoine It's my honor and pleasure. :)
Choypw

Aug 29 01:19:11
@Choypw Daryl, you're fast becoming one of my favorite Tweet-pals!
tedcoine

Aug 29 01:04:50
At a B2B client we identified 20 different customers within the same account. often with conflicting experience defintions #cem #cxm
LiorStrativity

Aug 29 01:04:03
Define your customers accurately. Thye may not pay, but if they use they are still customers.. #cem #cxm
LiorStrativity

Aug 29 01:03:02
You can not innovate and differentiate, before you fix the foundation of your business. #cem #cxm #design
LiorStrativity

Aug 28 23:12:27
RT @Choypw: "Stay hungry. Stay foolish." Steve Jobs
tedcoine

Aug 28 22:18:16
Impossible is nothing, because everything is possible. Just do it. #life #wisdom
Choypw

Aug 28 22:16:13
"Stay hungry. Stay foolish." Steve Jobs #life #apple #bizwiz #wisdom
Choypw

Aug 28 22:13:51
It's difficult to form any expectation when there is no prior experience. #cem #cxm #marketing
Choypw

Aug 28 22:11:13
RT @Houthum: The Two Most Meaningful #CRM Reports http://bit.ly/dkPpV3 | good old stuff you should do b4 even thinking abt #scrm imo
wimrampen

Aug 28 22:11:02
5 Things You Can Learn from a Bad Boss http://bit.ly/dpVe75 #career #management #teamwork
Brainzooming

Aug 28 21:05:03
Say what you mean, and mean what you say. RT @Lotay
KnowledgeBishop

Aug 28 20:10:47
Did you know?-http://bit.ly/9ryRt8 #life
Choypw

Aug 28 20:01:01
Storyboarding: An excellent way to arrange ideas. Have you ever tried it?
DisneyInstitute

Aug 28 19:51:23
Do we still need management concepts? Care about the planet!-http://bit.ly/9l2cY5 #management #business
Choypw

Aug 28 19:32:25
RT @rbacal: GREAT Customer Service: How To Deal With The Customer In A Hurry (Book Excerpt): The following... http://bit.ly/9txY8N #custserv
bcarroll7

Aug 28 19:16:37
Fun Customer Service article on the thetelegram.com Memorable Moments in Customer Service http://tinyurl.com/2ftwf4l
Hyken

Aug 28 19:14:57
@choypw Thanks for the RT!
Hyken

Aug 28 18:41:41
@Choypw Thanks for the RT!
bcarroll7

Aug 28 18:36:26
RT @Choypw: RT @grahamhill: RT @ariegoldshlager: Collaboration, Co-Creation, and Innovation Jams: http://bit.ly/bmVrkE #openinnovation
geoffroigaron

Aug 28 18:07:55
RT @ariegoldshlager: Collaboration, Co-Creation, and Innovation Jams: http://bit.ly/bmVrkE Via: @liamcleaver #innovation #openinnovation
GrahamHill

Aug 28 17:30:06
RT @christyLatwood: Good service goes a long way... It creates loyalty esp when you go the extra mile to help a customer in a hard time
bcarroll7

Aug 28 17:25:05
RT @Foundora: Wow! Growing #Business the Old-Fashioned Way - http://ow.ly/2vSsr By @bcarroll7 (Thanks!! Think I might repost this one...)
bcarroll7

Aug 28 17:22:59
RT @ariegoldshlager: A Structure of Customer Co-Creation by @masscustom: http://bit.ly/cxc1iE #innovation | Thx Arie :)
wimrampen

Aug 28 17:05:04
You CAN'T control how others treat you: You can only control YOUR response. RT @barefoot_exec #bizwiz
KnowledgeBishop

Aug 28 17:01:09
When Emotional Reasoning Trumps IQ http://bit.ly/b2Ssl0 via @futurescape
wimrampen

Aug 28 16:40:12
McKinsey global survey results on #Innovation & Commercialization 2010 http://bit.ly/9JB7yu
wimrampen

Aug 28 15:16:48
@ericjacques Thank you for keeping your promise. Look forward to our discussion.
Choypw

Aug 28 14:52:49
Will inertia be your guide, or will you follow your passions? Jeff Bezos Princeton commencement speech: http://bit.ly/9ElwJh
zappos

Aug 28 13:34:01
When People Don’t Understand There Are Lots of Ways to Be Right http://bit.ly/bJr9nD #environment #negativity
Brainzooming

Aug 28 13:09:43
@Choypw Hi Daryl! On customer experience, start with http://ow.ly/2w7XD for my thoughts. Look forward to continuing the conversation w/ you.
ericjacques

Aug 28 12:57:04
"I am not dying. I am entering life." Saint Theresa of the Child Jesus #God #life
Choypw

Aug 28 12:50:43
To innovate your business model means keeping an open mindset... exploring BM innovations in other sectors and industries!
business_design

Aug 28 12:38:29
@wimrampen the commonality brings ppl 2gether, community builds the relationship, then social network maintains them
mich8elwu

Aug 28 12:21:06
Do you use incentives to drive customer service? http://lnkd.in/dV37AB
ericjacques

Aug 28 11:31:23
Thnx for Fri tweets & #FFs! @Choypw @Reaburn @mpferg @socialmedia_jpn @BrianCSimpson @bikespoke @julianajoie @Innovation360 @alleverybody
Brainzooming

Aug 28 11:17:07
Excellent addition to the discussion -- #custserv by @enthused reading:Delighted customers will pay more http://bit.ly/9ZCgzD
ericjacques

Aug 28 11:03:55
Some good points on #cctr #custserv by @KristinaEvey reading:Telephone Skills Relating to Customer Service http://bit.ly/cf3TLC
ericjacques

Aug 28 05:12:57
Thx 4 convo & RT @futurecrm @LudoRaedts (cheers ;) @Choypw @MartijnLinssen @visioncc @futurescape @dwaerdt @bsdalton @mjayliebs @fredzimny
wimrampen

Aug 28 04:28:29
Thanks for RT, mentions & #FF: @choypw @brainzooming @WriteTheCompany @jedlangdon @bsdalton
Reaburn

Aug 28 03:50:46
RT @Brainzooming: From @Reaburn - Service Encounters Onstage: What should companies & customers commit to each other? http://bit.ly/bmcAjs
Reaburn

Aug 28 03:43:25
RT @flyingspatula: RT @Brainzooming: 8 Questions to Really Check Your Own Website for Customer Experience Issues http://bit.ly/ckzTqp #ux
Reaburn

Aug 28 03:42:02
JetBlue & Steven Slater: a reason to review your approach to difficult / abusive customers. fr QualityServiceMarketing http://bit.ly/aTPUSH
Reaburn

Aug 28 03:39:54
From @Reaburn - Service Encounters Onstage: What should companies & customers commit to each other? http://bit.ly/bmcAjs
Brainzooming

Aug 28 02:46:01
#PR advice: Keep It Simple, Stupid http://bit.ly/dAs1Ql
a_greenwood

Aug 28 00:05:02
To meet some the most generous folks anywhere, #FF @lrmeyer747 @Choypw @tadams_InMind @ty_sullivan and @juliov27612
KnowledgeBishop

Aug 27 22:55:12
How a Business Can Survive in Tough Times: http://t.co/cvl6T9k via @youtube
kenblanchard

Aug 27 22:46:02
If you search "google gravity" and then click "I'm feeling lucky" something awesome happens. Look! ---> http://bit.ly/c8gq0U
OMGFacts

Aug 27 22:09:15
Trustability is the "next big thing" in business - largely because social media has put our social human nature on steroids!
DonPeppers

Aug 27 22:07:22
RT @MDFisher: @donpeppers do consumers trust your brand? Do you know? Do consumers trust your competitors brand? You should know the answer
DonPeppers

Aug 27 21:30:02
If you search ‘elgooG’ on Google then click "I'm feeling lucky" something cool happens. Look! ---> http://bit.ly/cUtqDS
OMGFacts

Aug 27 20:16:02
A DAY is longer than a YEAR on Venus. How? ---> http://bit.ly/9SHX5V
OMGFacts

Aug 27 20:06:48
A BIG TY4RTs:-) @SmarterEgg @conkennedy @KJMurrayCEng @MDDesign @EI_Space @eruscitto @Choypw @erikrodin @rmarigorta @PamelaFay @hdbrandtalk
thinktank_

Aug 27 19:57:01
Strengthening Your Creative Core by #CarolKobza http://bit.ly/cl0WxV #creativity #IBM
Brainzooming

Aug 27 19:52:07
tt-hanks a tons for the RTs :-) @johannabragge x 2 @creativity_city @ToriAvonLady @bloggertone @MDDdesign @Choypw @EmpyreMedia
thinktank_

Aug 27 19:47:24
The benefits of a process-focused organization http://goo.gl/fb/JGC4l #customerservice
YourCustomers

Aug 27 19:46:42
Businesses are Good at Getting Better but Poor at Being Different http://bit.ly/5DNkcV #innovation
thinktank_

Aug 27 19:35:03
Grateful for RTs and mentions @SeanMcGinnis @JenKuhnPR @wallybock @Choypw @designerdaze @lrmeyer747
KnowledgeBishop

Aug 27 19:27:50
Define your Business by Value Stream not Product http://bit.ly/aWDBX7 #lean #sixsigma
business901

Aug 27 19:13:05
The world of nature & human nature is where you will live & work w/your neighbors and competitors, so keep your eyes open. #waltquote
DisneyInstitute

Aug 27 18:51:11
Build client relationships with 4 great tips from @marketingprofs! http://dld.bz/tzJZ
SterlingKilgore

Aug 27 18:21:17
RT @Elaine_Fogel: RT @zaibatsu: Treating Customers as Online Equals Boosts Business, Research Finds http://bit.ly/apJQbm (makes sense)
bcarroll7

Aug 27 18:02:41
Hyken RT @rgmarkey Do your customers sabotage or promote your success? http://bit.ly/bkG8jY
Hyken

Aug 27 17:57:35
RT @cc_chapman Location ROI: The relevance of interruption - http://bit.ly/aOfOj6
MichaelHinshaw

Aug 27 17:29:13
Dan Cobley: What physics taught me about marketing http://bit.ly/cO8Pkw
TED_TALKS

Aug 27 17:12:59
Thanks @Customer1CRM @ChoyPW for many RTs ... & @ExpertInService for the terrific WTC blog mention ... & @BarryPeters (#FF) for fun comments
WriteTheCompany

Aug 27 17:06:52
#FF Faves 2: @ChoyPW @BSDalton @TedCoine @Reaburn @DeliverBliss @Aimee_Lucas @TraciBrowne @HeidiThorne @ExpertInService @JedLangdon @RussLOL
WriteTheCompany

Aug 27 16:42:38
Does community participation increase sales or loyalty? http://goo.gl/fb/Adixe #customerservice
YourCustomers

Aug 27 16:20:42
Experience in High Gear: Theodore Kinni’s ‘New View of Consumers’ | The Social Customer http://bit.ly/cVyEI1
LiorStrativity

Aug 27 15:34:12
To grow a #custserv INTERACTION into a RELATIONSHIP, ask WIIFM. @KnowledgeBishop #crm #cem
Choypw

Aug 27 15:26:13
Does “Being Yourself” Count As A Sales Technique? http://goo.gl/fb/FtFcg #sales
YourCustomers

Aug 27 15:17:56
Most marketing is unremarkable. http://bit.ly/aajJeN #in
armano

Aug 27 15:10:13
Case Study - The customer experience in the B2B market place.Morgan Sindall outfit
ColinShaw_CX

Aug 27 15:02:02
Are you Customer Worthy? @mrhoffman's new book: How and Why Everyone Must Think Like a Customer http://bit.ly/bwgtIW
joepine

Aug 27 15:01:18
@Choypw @WriteTheCompany Customer's expectations should also be in the model at http://ow.ly/2vLgT, a big #cex factor. #marketing #cem
Customer1CRM

Aug 27 14:22:24
If You're the Boss, Start Killing More Good Ideas http://s.hbr.org/9HDu0O
HarvardBiz

Aug 27 14:17:01
8 Questions to Really Check Your Own Website for Customer Experience Issues http://bit.ly/ckzTqp #web #ux #diy
Brainzooming

Aug 27 14:12:30
I think Word of Mouth isn't something you "seed".. It's value you get in return 4 helping your Customers meet their desired outcome.. You?
wimrampen

Aug 27 14:10:35
@WriteTheCompany @Choypw Thx for the RTs, always appreciated!
Customer1CRM

Aug 27 14:05:08
To grow a #custserv INTERACTION into a RELATIONSHIP, just add respect.
KnowledgeBishop

Aug 27 13:12:02
Experience in High Gear: Theodore Kinni’s ‘New View of Consumers’ http://goo.gl/fb/4VLpd #customerservice
YourCustomers

Aug 27 13:07:01
My Thoughts on Learning to Say No - http://bit.ly/bPsLWg
beley

Aug 27 13:00:05
RT @relevance: Brand Secrets They Don’t Teach in Business School http://bit.ly/aLWrey by @RichardBranson | no "branding" involved #cex
wimrampen

Aug 27 12:19:52
Is your CEO lying? http://bwbx.io/bPOM
ericjacques

Aug 27 12:16:36
RT @dawnamaclean: #FF Post: Why is @ericjacques so Passionate About Customer Excellence?http://ow.ly/2vEKm < Thx Dawna! It made me think...
ericjacques

Aug 27 12:02:47
A oft-missed marketing role: making the promises your organization can keep. @bsdalton explores http://bit.ly/9iuvx9 #groupon
Reaburn

Aug 27 11:12:42
The world's first DISloyalty card http://ht.ly/2u8Ea #cex via @NewWorkTrends | good idea to get the conversation going...
wimrampen

Aug 27 08:36:46
Management Tip: Get Started in Social Media by Establishing Relevance http://s.hbr.org/dmAb7K
HarvardBiz

Aug 27 08:10:04
Word of Mouth isn't something you "seed".. It's value you get in return 4 helping your Customers meet their desired outcome #justsaying #wom
wimrampen

Aug 27 05:46:33
@Choypw Hi Daryl! Sorry to have just stopped the convo. Been really busy lately. Will catch up later. Cheers! via @ericjacques
BritishRT

Aug 27 05:34:01
Thnx for shout outs! @3thought @Choypw @DeVryUniv @KellerGraduate @fsamsing @talentculture @LogosNoesis @bsdalton @mfoneill @Wuxia @zards
Brainzooming

Aug 27 05:30:15
"The best experience is a flow one: a moment during which what we feel, desire, and think are in total harmony." Csikzentmihalyi #cem #cxm
Choypw

Aug 27 05:27:17
Consumers are actors/producers of their own consuming experiences. Firms are there to facilitate production of such experiences. #cem #cxm
Choypw

Aug 27 05:20:27
"experiences are personal events that occur in response to some stimulations." McCann-Erickson #cem #cxm #marketing
Choypw

Aug 27 05:04:06
Made a few comments on a Mumbrella blog about the importance of brands in this connected world. The original... http://fb.me/HIaSV4jL
TickYes

Aug 27 04:27:00
@WriteTheCompany @customer1crm The 4 spot marketing model misses 1 important element: employee, or internal customer! #crm #marketing #cem
Choypw

Aug 27 04:23:24
Profitable sustainability focuses on growth; sustainable profitability on profit. Which is more important? Profit or growth? #business
Choypw

Aug 27 04:13:50
I care barely complete a thought right now as I'm exhausted. I guess its time to turn in for the night!
TheSportsMole

Aug 27 03:37:39
RT @mjayliebs #VRM is me managing me, #CRM is u trying to manage me, Social CRM is u trying to manage me talking about u | now I like more!
mich8elwu

Aug 27 03:35:02
TY for RTs @AOAwisdomgirl @lrmeyer747 @leadingu @juliov27602 @Choypw @ermphd @NWTechWriting @brendenmwright @DirectorPrereq @JeanneBliss
KnowledgeBishop

Aug 27 03:09:53
@Choypw thx Daryl for the RT!
bsdalton

Aug 27 03:05:03
Appreciate the RTs @KateNasser @bartdecraene @ANNEEGROS @Choypw @JeanneBliss @ermphd @SerengetiCom @eandtsmom
KnowledgeBishop

Aug 27 02:50:02
TY for RTs @mitwa_tw @cfidurauk @ermphd @Choypw @rjacquez @juliov27602 @tedcoine @lrmeyer747
KnowledgeBishop

Aug 27 02:35:02
Grateful for RTs @Thiloa @RubenQuintero @RetailEyes @simonboydell @tadams_InMind @amidean @JackieBelding @Medallia @Choypw
KnowledgeBishop

Aug 27 02:20:02
Appreciate RTs @tedcoine @NSRiazat @lindaAWI @tadams_InMind @MiiaWeb @ReadyTOFeedBack @Choypw @brandleadership @lrmeyer747
KnowledgeBishop

Aug 27 02:15:37
RT @Customer1CRM The Connection Between Branding and the #Customer Experience - http://ow.ly/2v9tX - #cex #branding #brands
WriteTheCompany

Aug 27 02:03:31
Thanks @ChoyPW @Customer1CRM for the RTs & @BSDalton @EricJacques for the blog post mentions. Really appreciate it!
WriteTheCompany

Aug 27 00:02:10
RT @jacobm: Open Letter to CRM & Social Media People http://bit.ly/alxSfm #scrm #crm #socialmedia | great. Let's collaborate & make 1+1=11
mich8elwu

Aug 26 23:03:08
RT @bartdecraene: Great vid, carry it around w/ me RT @ericjacques: Wow! This sums it up.#drive 10 Very Important Mins. http://bit.ly/9zc2J1
tedcoine

Aug 26 22:21:22
"Take the first step in faith. You don't have to see the whole staircase. Just take the first step." -Martin Luther King Jr.
J_Canfield

Aug 26 22:11:31
Measure Twice. Cut Once. http://bit.ly/aojMTq /via @bsdalton #custserv // Move fast, but plan ahead.
DeliverBliss

Aug 26 19:19:21
You can still pitch in your thoughts on whether company should #empower or #influence consumers http://bit.ly/aV4t8Z #scrm #mktg #custserv
mich8elwu

Aug 26 19:02:18
Here's the Change Management URL: http://www.blogtalkradio.com/mikehenrysr #LeadChange
KnowledgeBishop

Aug 26 18:56:14
Wow! This sums it up. The purpose-driven org -- #drive via @tedcoine reading:10 Very Important Minutes of Your Life http://bit.ly/9zc2J1
ericjacques

Aug 26 18:21:40
"Coming together is a beginning. Keeping together is progress. Working together is success." Henry Ford #management
Choypw

Aug 26 18:20:10
Reading -> The Impact of Color on Our Brands http://ow.ly/2tWpc
colourlovers

Aug 26 18:19:57
"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it." Peter Drucker #cem #cxm
Choypw

Aug 26 18:05:53
"There are no traffic jams along the extra mile." Roger Staubach #cem #cxm
Choypw

Aug 26 17:34:49
"Be everywhere, do everything, and never fail to astonish the customer." Anon #cem #cxm
Choypw

Aug 26 17:31:39
"A shoe without sex appeal is like a tree without leaves. Service without emotion is shoe without sex appeal." Anon #cem #cxm
Choypw

Aug 26 17:16:29
RT @RockandRollGuru: Be outrageous in demonstrating your love and appreciation for your customers. #custserv http://ow.ly/2uTd8 /YES!!!
tedcoine

Aug 26 17:15:53
RT @Choypw: RT @KnowledgeBishop: Expedience can be expensive: Choose excellence if you can. #bizwiz #LeadChange /Wisdom!
tedcoine

Aug 26 17:15:09
4 Things to Consider When Faced w/ a Challenging Situation http://bit.ly/bqIHMU #strategy #decisionmaking #options
Brainzooming

Aug 26 17:02:12
Expedience can be expensive: Choose excellence if you can. #bizwiz #LeadChange
KnowledgeBishop

Aug 26 16:50:04
Marketing Boredom – Avoid It at All Costs http://bit.ly/bs1btP #guerrillamarketing #strategy
Brainzooming

Aug 26 16:48:33
Sarah Needleman in Wall Street Journal on customization (minus the "mass" apparently) http://bit.ly/9rTXmR
joepine

Aug 26 16:27:01
@ericjacques Please do catch up. Really want to figure out the definition of experience asap.
Choypw

Aug 26 16:21:53
@Choypw Hi Daryl! Sorry to have just stopped the convo. Been really busy lately. Will catch up later. Cheers!
ericjacques

Aug 26 16:20:14
Business intelligence: Six steps to failure, six steps to success http://ht.ly/2vfmu #BI
MyCustomer

Aug 26 16:19:37
Planning Series: The Sticky Note Approach to Linking to Strategic Priorities http://bit.ly/9VtCKJ
CEB_MLC

Aug 26 16:05:37
Innovation and commercialization, 2010: New survey results http://bit.ly/dku0e0
McKQuarterly

Aug 26 16:03:59
How to build a better customer service culture in your business http://ht.ly/2veuE #customerservice
MyCustomer

Aug 26 16:02:12
The Strategy of Fear – Who Are Your Competitors? http://bit.ly/956YvI #Room214 #strategy #coopetition
Brainzooming

Aug 26 15:44:52
Q&A with Ranjay Gulati:The Outside-In Approach to Customer Service http://bit.ly/bvlKq9
wimrampen

Aug 26 14:54:51
Vision/Mission/Vision means nothing if it's not Specific/Measurable/Achievable/Relevant/Time-bound? #management #business
Choypw

Aug 26 14:52:23
@wimrampen Kill silos? Transparency?WIIFM? Aligned objectives?
Choypw

Aug 26 14:45:52
Who has some good info on ways/methods/reads/experience to kill/cut through the silo's? We all want it, but who did it successfully?
wimrampen

Aug 26 14:29:02
Shaun Smith on Authenticity – you can’t force it, fake it or fudge it http://bit.ly/bVKoku
joepine

Aug 26 14:20:45
@DonPeppers If not HP, then which brand? Canon also sucks!!!
Choypw

Aug 26 14:13:06
The most wonderful answer on my #scrm morning question (http://bit.ly/c6ztle) by @spirospiliadis http://bit.ly/98jHJK What's yours?
wimrampen

Aug 26 13:55:24
AAARRGH!! HP sucks!!! Whatever you do, stay away from the OfficeJet 4580! Nothing but problems and errors and super-complex instructions
DonPeppers

Aug 26 13:26:26
Ten Things Your Employees Wish You Knew About Them: http://is.gd/eERHp
fastcompany

Aug 26 13:15:01
Speaking today on "To be the best, be true" for TV channel MTV3 in Finland http://bit.ly/9sNbeo
joepine

Aug 26 13:10:22
RT @KnowledgeBishop: Good leaders create demand: Great leaders create hope. #bizwiz #LeadChange
tedcoine

Aug 26 13:09:20
Golf ruins a good walk. - Mark Twain
tedcoine

Aug 26 13:05:04
You lose customers the same way you lose keys: not paying attention. #custserv
KnowledgeBishop

Aug 26 12:51:25
Simple does not guarantee "implementable." But complex does guarantee "non-implementable." via @davidawinter @RSessions #life #management
Choypw

Aug 26 12:37:42
How to achieve customer-centricity http://goo.gl/fb/y2WFF #customerservice
YourCustomers

Aug 26 11:58:04
RT @Billy_Cox: Experience is a hard teacher because she gives the test first, the lesson afterwards. Vernan Sanders
tedcoine

Aug 26 10:30:02
Luxury brands, logos and the perception of your customer experience | Beyond Philosophy http://ow.ly/2v0DY
ColinShaw_CX

Aug 26 10:22:43
In a Challenging Situation? 4 Things to Consider http://bit.ly/bqIHMU #strategy #patience #winning
Brainzooming

Aug 26 08:44:28
What is an Experience Continuum-http://bit.ly/ctvATD #cxm #cem
Choypw

Aug 26 08:21:59
Management Tip: 4 Steps to Generating Your Next Breakthrough http://s.hbr.org/aZgwNO
HarvardBiz

Aug 26 05:57:15
@wimrampen http://bit.ly/d8temD Stop firewall.
Choypw

Aug 26 05:53:40
Q: what do you think needs to change most for a #scrm strategy to work in your organization?
wimrampen

Aug 26 05:45:54
The Platinum Rule "Do unto others as they would do unto themselves." Dr Tony Alessandra #life #management #cem #crm #scrm #leadchange
Choypw

Aug 26 05:27:25
#CRM is about managing relationship. Application can't manage relationship! #marketing
Choypw

Aug 26 05:24:44
One CRM Group from LinkedIn asks this stupid question: How did you know when it was time for #CRM? Isn't that obvious? Anytime! #in
Choypw

Aug 26 03:59:49
@hy_ly Appreciate much.
Choypw

Aug 26 02:34:57
Sell the problem http://bit.ly/aPQj80
DeliverBliss

Aug 26 02:10:24
Delighted customers will pay more http://j.mp/9BoLfJ /via @enthused
DeliverBliss

Aug 26 02:09:19
RT @Choypw RT @ThinkTank_: #Innovation and changing consumer behaviour drives affiliate #marketing growth http://h... http://bit.ly/caVhbZ
EmpyreMedia

Aug 25 23:44:58
RT @Billy_Cox: We are what we repeatedly do. Excellence, then, is not an act, but a habit. Aristotle
tedcoine

Aug 25 23:40:59
Our latest content for one of our Brand Communities - What keeps people in bad relationships? http://bit.ly/cmMaQ9. Applies to #CRM #in
TickYes

Aug 25 20:52:34
thanks for RT @workforcetrends @kraakvars @MelanieMinnaar @Choypw much appreciated!
NewWorkTrends

Aug 25 20:28:09
Thx 4 RT's @markjbradford @Quetelet1978 @spirospiliadis @ralph_ohr @adamstjohn @kammerait @Choypw @bsdalton @tibecka @absolutesubzero
wimrampen

Aug 25 19:45:23
RT @CRMStrategies: Knowledge Versus Experience by @mjayliebs http://ow.ly/2uIbZ | Too awkward a post? --> I'm Dutch.. have thick skin.. You?
wimrampen

Aug 25 19:13:14
Managing Older Managers: A Guide for Younger Bosses http://s.hbr.org/a262dW
HarvardBiz

Aug 25 18:57:37
@Choypw Thanks for your great input to #custserv yest. http://hy_ly.hy.ly/ts/cs0824 <you're featured here :)
hy_ly

Aug 25 18:30:27
Catching up on The Upsell: A Look at #Customer #Service: the good, the bad, the barely noticeable - from @RussLOL - http://www.theupsell.com
WriteTheCompany

Aug 25 18:14:06
#Innovation and changing consumer behaviour drives affiliate #marketing growth http://ht.ly/2tT3v #branding #trends
thinktank_

Aug 25 17:58:52
Customer service skills make an impact on profits http://cot.ag/96FscN by @kristinaevey #custserv < Bravo for the videoblog. Refreshing!
vanbael

Aug 25 17:51:03
After the experience, it's overall evaluation then followed by forming future expectation if there is next step.
Choypw

Aug 25 17:43:14
Before experiencing the experience, it's only expectation based on past experience, if any. ½
Choypw

Aug 25 16:55:03
Tee hee: "If you go to Taco Bell's website & move mouse over logo, the bell rings! Try it" http://tacobell.com via @OMGFacts & @Choypw
MarshaCollier

Aug 25 16:15:16
experience does not exist until it is experienced. #cem #cxm #marketing
Choypw

Aug 25 16:15:07
8 Ways to Reclaim Your Focus at Work--relearning how to focus on a single task for a sustained period of time http://ow.ly/2uAI0
LeaderChat

Aug 25 15:34:02
"somewhat academic, but brilliant"? I'll take it, @mrjamesriley http://bit.ly/bxxqip
joepine

Aug 25 15:33:35
“The single biggest reason companies fail is they overinvest in what is, as opposed to what might be.” - Gary Hamel
DanSchawbel

Aug 25 15:02:49
Build Your Power Base from Small Beginnings http://s.hbr.org/b6544w
HarvardBiz

Aug 25 14:18:17
What Are the Limits of Unbranding?: A new marketing strategy in fashion. http://nyti.ms/ccT6Et
freakonomics

Aug 25 14:06:55
RT @MarkOOakes: Why leaders need to talk less & listen more: http://bit.ly/d9bfNG #Leadership - Excellent post by @mikemyatt /Yes!
tedcoine

Aug 25 13:24:47
@Choypw or try this: https://docs.google.com/leaf?id=0B8iNB66iE1B-MGUyM2YxZTktYmViYi00M2JhLThmNmMtN2I2OTQ0ZGUzZDJk&authkey=CJX__L8D&hl=en
mystage23

Aug 25 13:23:08
@Choypw it's free. I can't find the original links of the software. If you want it, tell me your email and I'll sent it to you.
mystage23

Aug 25 13:12:58
@mystage23 Is it free? Where to download?
Choypw

Aug 25 13:05:06
When you align team-member assignments around people's innate passions, productivity will sky-rocket. #leadership
KnowledgeBishop

Aug 25 13:00:21
@ericjacques Cust experience is sum of all touchpoints. | Sum of all touchpoints is relationship. touchpoint isn't experience. #cem #cxm
Choypw

Aug 25 12:59:31
Let me know what you think, conclude, know, understand, question or want to ask ;) #SCDJ
wimrampen

Aug 25 12:52:41
@ericjacques If it has no well-defined purpose, then touchpoint may become end point. No next steps. touchline halts. Relationship ends.
Choypw

Aug 25 12:38:08
@ericjacques @GrahamHill Social interaction is still a touchpoint. It just happens virtually... any place by any means. #cem #cxm
Choypw

Aug 25 12:25:04
@ericjacques eval process often emotional | That's how we design touchpoint experience based on 5W1H. #cem #cxm
Choypw

Aug 25 12:17:36
@CHOYPW well, just using the software 'freegate'.
mystage23

Aug 25 12:16:42
@GrahamHill @ericjacques touchpoint is just an interaction... it could happen in the past, present and future, but it's still a touchpoint.
Choypw

Aug 25 12:06:57
@Choypw Yes, it's an eval process but not necessarily conscious. Often emotional.
ericjacques

Aug 25 12:05:45
@GrahamHill @Choypw Yes, but it also happens elsewhere, lk social interactions w/ others abt prod/serv. Less control but still part of exp
ericjacques

Aug 25 11:38:18
Excellent article! http://bwbx.io/dzhl
ericjacques

Aug 25 11:37:27
@ericjacques But do you agree experience is an evaluation process... and that experience happens at touchpoint, both visible and invisible?
Choypw

Aug 25 11:26:00
RT @ToddWeissCFA: It's the little details that are vital. Little things make big things happen. John Wooden #quote
ErikPosthuma

Aug 25 11:16:19
RT @erlanovation: Need a new marketing strategy? Create a game - http://bit.ly/d93g91
GrahamHill

Aug 25 11:12:39
@ericjacques @Choypw Not just the physical touchpoints but also the expected touchpoints too. Perception is reality.
GrahamHill

Aug 25 11:08:47
RT @ariegoldshlager: [Reinventing marketing] Introducing the buyer-centric revolution: http://bit.ly/90VNei #marketing
GrahamHill

Aug 25 11:02:13
@Choypw Also, it may not have a well-defined purpose (or any). The cust experience is the sum of all touchpoints. 2/2
ericjacques

Aug 25 11:01:21
@Choypw Daryl, 1st, I think the definition is too complex and inaccessible to most ppl. 2nd, experience can cover more than 1 touchpoint ½
ericjacques

Aug 25 10:32:43
Creativity Exercise: Forgive http://goo.gl/b/gilQ #Creative Instigation from @SokoloffHarness
Brainzooming

Aug 25 10:22:16
@ericjacques And touchpoint is interaction between 2 or more entities which happens anytime any place by any means for a purpose. 2/2
Choypw

Aug 25 10:17:52
@ericjacques Just a try. experience is an evaluation process on value created at touchpoint. ½
Choypw

Aug 25 09:59:04
A Short Guide to Consumer Targeting http://bit.ly/dnHcPe #marketing is about gradients not on/off switches - by @digitaltonto
wimrampen

Aug 25 09:52:49
RT @Customers_Shoes: Watch what you promise customers: "Promises may make friends, but 'tis performance that keeps them." < Yes!
ericjacques

Aug 25 09:51:59
@Choypw Thanks Daryl. Where would you add 'touchpoint' in the definition? I'm not sure that I see how it would add value.
ericjacques

Aug 25 09:37:47
RT @Choypw "Consumer Decision Journey" | Influence. #marketing #cem #cxm <brand influence minimized. Competition fr other trusted sources
bsdalton

Aug 25 08:36:57
Stefan Schwartz #DK10 Companies have a fragmented view of the customer. Each silo has its own view and treats customers differently
GrahamHill

Aug 25 08:33:14
Stefan Schwartz #DK10 Each customer goes through a journey with their telco http://tinyurl.com/ykg9qwb and http://tinyurl.com/yzxwmm4
GrahamHill

Aug 25 08:26:32
Stefan Schwartz #DK10 Customers don't mind being contacted...But it must be appropriate, at the right time, through the right channel
GrahamHill

Aug 25 08:06:53
Clicve Humby #DK10 Never forget that customers are smarter than marketers. They can instantly see through all your tricks and promotions
GrahamHill

Aug 25 08:04:15
Clive Humby #DK10 Seven requirements to become a customer-centric retailer http://tinyurl.com/39hgr5d (GH: Great advice)
GrahamHill

Aug 25 08:01:34
@Choypw All you need is a definition that works for you and your customers. All the rest is sophistry
GrahamHill

Aug 25 08:00:56
RT @Choypw: RT @wimrampen: How would your Customer's Decision Journey look using this #service #blueprinting technique? http://bit.ly/9cctPW
PoleNekoe

Aug 25 07:54:31
@GrahamHill Thank you for the article. So that's value, right?
Choypw

Aug 25 07:50:09
@Choypw Robert Woodruff on Customer Value: The Next Source of Competitive Advantage http://tinyurl.com/34dmruv
GrahamHill

Aug 25 07:49:57
Reading "Consumer Decision Journey" by McKinsey | AIDA is still valid! #cem #crm #marketing
Choypw

Aug 25 07:41:29
Go where the money is. #DK10 @GrahamHill | Mid-term vs Long-term gain?
Choypw

Aug 25 07:35:09
@Choypw Go where the money is. Advocacy may be the holy grail, but profitable loyalty is a pilgrimage I am willing to make #DK10
GrahamHill

Aug 25 07:24:45
Clive Humby #DK10 Free ebook from Dunn Humby on the power of customer insights in driving retail business http://tinyurl.com/3yltm4m
GrahamHill

Aug 25 07:20:23
Reading "Consumer Decision Journey" by McKinsey | Moment of Purchase vs Moment of Truth. #cem #crm #marketing
Choypw

Aug 25 07:19:00
Loyalty is about engagement too. But who wants loyalty when advocacy means more? #DK10 @GrahamHill
Choypw

Aug 25 07:17:23
Clive Humby #DK10 Take a two pronged approach: Understand what behaviours drive profit AND what customer data tells us about their behavior
GrahamHill

Aug 25 07:15:55
Reading "Consumer Decision Journey" by McKinsey | Bye Pull & Push; Hi Influence. #marketing #cem #cxm
Choypw

Aug 25 07:15:03
Reading "Consumer Decision Journey" by MQ | 2 types of loyalty: active vs passive. Why not emotional and rational? #cem #crm #marketing
Choypw

Aug 25 07:13:02
Reading "Consumer Decision Journey" by McKinsey | Positive word-of-mouth is not necessarily a result of loyalty. #marketing
Choypw

Aug 25 07:12:26
Clive Humby #DK10 Loyalty myths. Once you have loyal customers they won't leave you. Most customers are pushed, they do not jump.
GrahamHill

Aug 25 07:11:26
Clive Humby #DK10 Loyalty is about commitment. A committed customer is worth 10-15 normal customers
GrahamHill

Aug 25 07:08:43
Clive Humby #DK10 Loyalty programmes are not just for retailers, but for their suppliers and their customers too... The extended value chain
GrahamHill

Aug 25 07:05:24
Clive Humby #DK10 Customer loyalty is about being loyal to your best customers, not them being loyal to you
GrahamHill

Aug 25 07:00:18
RT @Agotthelf: Shaping strategy in a world of constant disruption (PDF) by @jhagel via @jorgebarba- (HBR) http://fb.me/t3qyfusE
GrahamHill

Aug 25 06:09:37
experience is an evaluation process on value delivered at touchpoint. #cem #cxm #marketing #crm #scrm
Choypw

Aug 25 06:06:33
I'd add touchpoint to your definition of Customer Experience. @ericjacques
Choypw

Aug 25 06:06:23
How would your Customer's Decision Journey look using this #service #blueprinting technique? http://bit.ly/9cctPW #service #design
wimrampen

Aug 25 06:05:44
"Customer Experience is the sum of all experiences that a customer has with or about a specific product or service." @ericjacques
Choypw

Aug 25 06:03:19
Change from push to pull #marketing - insightful report on the Consumer Decision Journey by McKinsey http://bit.ly/9RGIoW (pdf)
wimrampen

Aug 25 04:51:21
A look at the work of Sal Khan- http://bit.ly/ax82Il - very good online teaching. I’ve been viewing many of his lectures @ khanacademy.org
BillGates

Aug 25 04:16:48
tacobell makes little things count by making the bell ring! http://bit.ly/cRgd1D #cem #cxm #marketing via @OMGFacts
Choypw

Aug 25 04:14:02
If you go to Taco Bell's website and move your mouse over the logo, the bell rings! Try it ---> http://tacobell.com via @OMGFacts
Choypw

Aug 25 03:45:03
Thnx for today's tweets! @Choypw @jeangleason @BrianCSimpson @CapitalCityTM @LizCraig2 @reinventionist @zenaweist @erlanovation @ericdbrown
Brainzooming

Aug 25 03:45:02
TY for RTs @barbarosa1 @brandleadership @Choypw @lrmeyer747 @teriel
KnowledgeBishop

Aug 25 03:40:02
TY 4 RTs and mentions @didindimas @teriel @shoptotallykids @prem_k @brandleadership @MarshaCollier @Choypw @bsdalton @tedcoine
KnowledgeBishop

Aug 25 03:35:02
TY for RTs @brandleadership @Choypw @FrankEliason @lrmeyer747 @ty_sullivan @teriel
KnowledgeBishop

Aug 25 03:33:36
How to Disagree http://tinyurl.com/2fjbzar (via @leadershipfreak) #leadership #mgmt
KetelboeterPR

Aug 25 03:20:03
Appreciate RTs @mikehenrysr @_StaceyChapman @juliov27602 @lrmeyer747 @Choypw @BridgetHaymond @MarkOOakes @valswisher
KnowledgeBishop

Aug 25 03:05:03
Grateful for RTs and mentions @tadams_InMind @LindaSherman @inagjacobs @kemulholland @HiiCommando @Choypw @brandleadership @_StaceyChapman
KnowledgeBishop

Aug 25 02:50:02
Appreciate RTs @larry_kunz @juliov27612 @CarlThress @MKCallConsult @dmnguys @PattyBlount2 @ISLfinancial @Choypw @tadams_InMind
KnowledgeBishop

Aug 25 02:13:51
@bsdalton Ditto.
Choypw

Aug 25 02:04:19
@Choypw thx for great #custserv chat
bsdalton

Aug 25 02:03:14
Thanks @hzleyedgrl @JimmySW @JoeCascio @RubenQuintero @Choypw @rlconrad7 @action_jay @didindimas @teriel @ADstruc #custserv
royatkinson

Aug 25 02:01:23
Thanks @danperezfilms @RossLeadership @ChrissannRuehle @ckburcham @Choypw @Lisa_A_Ford @SocMediaTulsa @susanbeebe #custserv
royatkinson

Aug 25 02:01:02
RT @Hy_ly: RT @Lisa_A_Ford: make certain your employees have more answers than the customer has questions #custserv
tedcoine

Aug 25 01:58:35
RT @EYellin: @berkson0 Or the company must work harder to prevent customers from becoming irate. #custserv /Prevention is best, for sure!
tedcoine

Aug 25 01:56:49
RT @MarshaCollier: It all comes down to REPUTATION. Quality service builds it, but lousy experiences do as well #custserv /YES!!
tedcoine

Aug 25 01:54:26
Leadership 2 :) @stephaniethum RT @Choypw: RT @RubenQuintero: Bad customer service is a sign of bad management. #custserv #custserv
RossLeadership

Aug 25 01:54:03
@Choypw Thank you very much Daryl for the kind RT.
coach4growth

Aug 25 01:52:59
RT @MarshaCollier: Archives of tonight's chat can be found at http://twapperkeeper.com/hashtag/custserv #custserv #custserv
Choypw

Aug 25 01:49:22
RT @RubenQuintero: Bad customer service is a sign of bad management. #custserv #custserv
Choypw

Aug 25 01:48:32
RT @coach4growth: Video: Create a Great Customer Experience http://tinyurl.com/26log23 #custserv #custserv
Choypw

Aug 25 01:45:04
There are still customers that value low prices over good service: I'm not among them, but they exist. #custserv
KnowledgeBishop

Aug 25 01:44:30
@Choypw customer delight was the mantra at a former job. #custserv
illumiNETMedia

Aug 25 01:44:20
Customer service should be customer experience-driven! #custserv
Choypw

Aug 25 01:43:55
RT @bsdalton: #sm will prioritize importance of #custserv on the overall customer experience. <and how, no choice! #custserv #custserv
Choypw

Aug 25 01:43:07
Victim thinking is the biggest obstacle to excellent customer service, or delightful experience. #custserv
Choypw

Aug 25 01:42:32
RT @Choypw: That's accountability! Get rid of victim thinking. #custserv
MarshaCollier

Aug 25 01:42:09
That's accountability! Get rid of victim thinking. RT @: @RLMadMan - everyone owning typically means no one owns....#custserv #custserv
Choypw

Aug 25 01:37:19
RT @Choypw: RT @VickieMacFadden: A bad #custserv exp is an opportunity for a co to end up w/ a customer for life...if it's handled as a WOW
tedcoine

Aug 25 01:34:29
@Choypw of course, repeated problems, customer leaves. But 1 time mistake, opportunity to stand out from the crowd! #custserv
VickieMacFadden

Aug 25 01:33:14
@VickieMacFadden It depends on frequency of bad experience. It doesn't guarantee customer for life if high frequency. #custserv
Choypw

Aug 25 01:30:09
Phenomenal #custserv will always be a differentiator, b/c so few leaders get its importance. Fine by me.
tedcoine

Aug 25 01:28:08
@kr8tr @teriel EVERYTHING that touches a customer is #custserv. That's actually touchpoint experience.
Choypw

Aug 25 01:25:48
A bad customer svc exp is an opportunity for a company to end up with a customer for life...if it's handled as a WOW> #custserv
VickieMacFadden

Aug 25 01:24:30
4 Seasons, you pay for service. Apple. Mercedes. Tiffany. Great #custserv is expected. My thrill is with the UNexpected!
tedcoine

Aug 25 01:21:29
RT @cvallejo64: RT @brandleadership: What emotion do your customers feel when they deal with your company? #custserv /Key!
tedcoine

Aug 25 01:18:45
@Choypw Hi and welcome to tonight's #custserv chat!
royatkinson

Aug 25 01:15:32
RT @Choypw: B2C will pick good and cheap. B2B fast and cheap. #custserv < good and cheap prob the harder combo
bsdalton

Aug 25 01:15:01
@teriel EVERYTHING that touches a customer is #custserv
kr8tr

Aug 25 01:14:44
@Choypw @znmeb Welcome, nice to see new faces #custserv
MarshaCollier

Aug 25 01:14:25
RT @Choypw: It really depends on how you define #custserv./Agreed. I choose a broad definition.
tedcoine

Aug 25 01:13:52
RT @Choypw: B2C will pick good and cheap. B2B fast and cheap. #custserv < reversed?
berkson0

Aug 25 01:13:13
@tedcoine It really depends on how you define #custserv.
Choypw

Aug 25 01:12:05
B2C will pick good and cheap. B2B fast and cheap. #custserv
Choypw

Aug 25 01:11:52
Human-to-human interaction is #custserv, for sure. But design is #custserv as well. And pricing.
tedcoine

Aug 25 01:02:01
Tonight's #custserv topic reminds me of axiom - "Good; Fast; Cheap - Pick TWO". Some customers pick "Fast & Cheap."
KnowledgeBishop

Aug 25 00:52:17
RT @EYellin: WSJ.com - Customer Service as a Growth Engine http://on.wsj.com/bA4bjO #custserv
tedcoine

Aug 24 23:25:20
Truly appreciate the RT's and conversation from @Choypw @Reaburn @sarah_gore @vbpickett @armandbarone @KristinaEvey @bartdecraene today.
LindaIreland

Aug 24 22:37:00
Visualize the ‘three-legged stool’ (the employees, the customers, and the business results) for #decisionmaking.
DisneyInstitute

Aug 24 21:00:06
Do Customers Sabotage or Promote you? Neat post http://sellingpower.typepad.com/gg/ #cem
LiorStrativity

Aug 24 20:59:20
Too often true RT @Choypw: "People know the price of everything and the value of nothing." Oscar Wilde #life #marketing
LindaIreland

Aug 24 19:47:39
Why Groups Fail to Share Information Effectively http://bit.ly/90iIWN via @thinktank #collaboration #innovation
wimrampen

Aug 24 19:44:01
Is Your Brand Headed for Trouble? Five Strategic Warning Signs http://bit.ly/9vriRt #strategy #branding
Brainzooming

Aug 24 19:01:01
Black and White Decision Making? Today, Change to Grey (and Vice Versa) http://bit.ly/drIrn9 #strategy #decisions
Brainzooming

Aug 24 18:58:28
Six Keys to Being Excellent at Anything http://s.hbr.org/aFH0tF
HarvardBiz

Aug 24 18:42:55
Perspective brings purpose, and purpose drives productivity. http://t.co/zCC2COe #LeadChange
KnowledgeBishop

Aug 24 18:41:17
Makes sense - video adds sensory touchpoint in virtual world. via @MicheleDortch @dvineexpression #cem #cxm
Choypw

Aug 24 18:40:19
Are you aware of what really matters at every customer touchpoint in the sales & delivery process? via @pricing #marketing
Choypw

Aug 24 18:38:29
Service Blueprinting: When Customer Satisfaction Numbers are not enough http://bit.ly/9cctPW #servicedesign
wimrampen

Aug 24 17:50:01
@davidcamps What's that this Fri? And how to join?
Choypw

Aug 24 17:47:30
Three Questions to Help Assess Your Strategic Position http://s.hbr.org/chuDuT
HarvardBiz

Aug 24 17:32:29
Join the gr8 discussion on #empowerment vs #influence with @wimrampen http://bit.ly/ab9suL #custserv #marketing #scrm
mich8elwu

Aug 24 17:31:29
"Today, profit is an outcome of smart business design." Slywotzky 2/2 #business #marketing
Choypw

Aug 24 17:30:55
"In the product-centric world of the past, profit was an outcome of a strong market share." Slywotzky 1/2 #business #marketing
Choypw

Aug 24 17:24:14
@JulieInDublin @Choypw @irsradiosales @Katzempire @NohaMahmoud @welloww @anirbanroy1 @MarketingWrite @neworldigital Thanks for the kind RTs
thinktank_

Aug 24 17:16:45
A MASSIVE TY4RTs @hdbrandtalk @Real_Insights x3 @Choypw @groupfish @PaulAllenAuto @busylizzielife @SavieCard @carredenis @krmiro @Lrasquilha
thinktank_

Aug 24 16:54:57
"Superior value stems from providing unique benefits that more than offset a higher price." Michael Porter 3/3 #marketing #cem #crm
Choypw

Aug 24 16:54:28
"Superior value stems from offering lower prices than competitors for equivalent benefits." Michael Porter 2/3 #marketing #cem #crm
Choypw

Aug 24 16:53:55
"Value is what buyers are wiling to pay." Michael Porter 1/3 #marketing #cem #crm
Choypw

Aug 24 16:50:09
"An exchange occurs when 2 parties get and give up something of value. Give and get are value drivers." De Bonis, Balinski & Allen #crm #cem
Choypw

Aug 24 16:46:42
"Value (V) equals End-Result Benefits (B) minus Price (P), or V=B-P." Michael Lanning 2/2 #marketing
Choypw

Aug 24 16:45:48
"Value is a quantification of what the customer will get minus what the customer has to pay." Michael Lanning 1/2 #marketing
Choypw

Aug 24 16:39:20
Come´on and join again these Friday @expertinservice @xupera @carlitos8away @Choypw #custexp
davidcamps

Aug 24 16:34:17
"The value of life is not in the length of days, but in the use we make of them; a man may live long yet very little." #life #business
Choypw

Aug 24 16:33:00
"Things only have the value that we give them." Moliere #marketing #business #life
Choypw

Aug 24 16:31:41
RT @Choypw: RT @tedcoine: RT @bsdalton: Is having too many customers a good problem to have? #cem #custserv /Fail them & you're screwed....
Customer1CRM

Aug 24 16:31:06
"Know thyself." Plato #life
Choypw

Aug 24 16:29:59
RT @ChoyPW RT @TedCoine RT @BSDalton: Beware short term revenue at expense of long term retention, loyalty, etc. - http://n.pr/c52qNM
WriteTheCompany

Aug 24 16:29:11
"People know the price of everything and the value of nothing." Oscar Wilde #life #marketing
Choypw

Aug 24 16:27:37
"There is no such thing as absolute value... You can only estimate what a thing is worth to you." Charles Dudley Warner #life #marketing
Choypw

Aug 24 16:26:32
RT @ExpertInService - An Exercise in #Customer #Service - http://ow.ly/2trye > via @PRTini
WriteTheCompany

Aug 24 16:22:46
"Value is the putting together of the right combination of quality, service, and price for the target market." @tom_peters @GrahamHill #cem
Choypw

Aug 24 16:16:21
How excellent #customer #service impacts business & the bottom line. Video advice from @KristinaEvey - http://bit.ly/cPJ4UC
WriteTheCompany

Aug 24 16:11:04
 
"Think long term. The greatest value of social is relationship, not the initial interaction"-@charger #smms10
MarniLevine

Aug 24 16:06:47
What Can We Learn from Nintendo? http://s.hbr.org/cFsF5P
HarvardBiz

Aug 24 16:05:06
Do we tweet to make a killing, a living or a difference? The first will never last. #integrity
KnowledgeBishop

Aug 24 16:03:33
"Price is what you pay. Value is what you get." Warren Buffett #marketing #business
Choypw

Aug 24 16:00:45
experience is an evaluation process used to access value created at each touchpoint. #cxm #cem #marketing
Choypw

Aug 24 15:45:02
Customer Service Skills Make an Impact on Profits http://j.mp/ahmxPR /via @KristinaEvey
DeliverBliss

Aug 24 15:28:46
RT @danperezfilms: Unmanageable growth can destroy a business. Steady as she goes.../Hearty agree!
tedcoine

Aug 24 15:27:42
The Unwritten Rules of Texting [VIDEO] - http://mash.to/2u2tJ
mashable

Aug 24 15:22:23
@tedcoine @bsdalton Should companies be worried when customers become more loyal to the programme than to the brand
GrahamHill

Aug 24 15:17:58
RT @bsdalton: Beware short term revenue at expense of Long term retention, loyalty, etc. http://n.pr/c52qNM
tedcoine

Aug 24 15:12:54
@KnowledgeBishop Great! I'll be there. Talk soon.
Choypw

Aug 24 15:08:18
@Choypw The custserv chat begins in about 10 hours. I access it here: http://twubs.com/custserv.
KnowledgeBishop

Aug 24 15:06:28
@KnowledgeBishop How to join? Is there a link or something? Please help.
Choypw

Aug 24 15:05:08
Is there a link between profit and #custserv quality? Chat TONIGHT at 9EDT with @JeffreyJKingman and @MarshaCollier
KnowledgeBishop

Aug 24 15:00:25
RT @timkastelleFantastic post by @sundelin - The Evolution of the Business Model Concept http://bit.ly/aFYgG6 - Yes, it is a great post!
nearsoft

Aug 24 14:58:25
Does Better Judgment Come With Age? http://s.hbr.org/afDBNK
HarvardBiz

Aug 24 14:09:06
RT @bsdalton: Is having too many customers a good problem to have? #cem #custserv /Fail them & you're screwed. Common problem.
tedcoine

Aug 24 14:06:09
Leadership is the art of making the impossible the inevitable.
_robin_sharma

Aug 24 13:59:49
Purpose-Driven Productivity: A new blog post http://t.co/zCC2COe #LeadChange #inspiration
KnowledgeBishop

Aug 24 13:58:33
Thinking = enemy of #creativity. Its self-conscious & anything self-conscious = lousy. U simply must DO things—Ray Bradbury via @tom_peters
marketingveep

Aug 24 13:40:15
Great tips for designing Silent Gen/Baby Boomer/Gen Y online customer experiences http://ht.ly/2tWcd #custserv @NewWorkTrends
vanbael

Aug 24 13:36:14
Steve Hanney #DK10 Challenge is trying to market to fans with unconditional loyalty... but using structured programmes
GrahamHill

Aug 24 13:35:25
Steve Hanney #DK10 Loyalty is an UNCONDITIONAL devotion to something. So why all the rewards programmes?
GrahamHill

Aug 24 12:54:24
RT @thinkdsignchnge Service Design Tools: A Guide To Service Designing http://post.ly/tKZL
ArnoldBeekes

Aug 24 12:52:20
Jan Huckfeldt #DK10 Many more people access the Internet by mobile phone than from desktop PCs
GrahamHill

Aug 24 12:49:33
Jan Huckfeldt #DK10 Advocacy on SocMed is now the most important touchpoint McKinsey on Consumer Decision Journey http://bit.ly/99EsBe
GrahamHill

Aug 24 12:39:03
Jan Huckfeldt #DK10 Communication today MUST BE a blend of traditional and new media
GrahamHill

Aug 24 12:37:28
Jan Huckfeldt #DK10 People use many channels of media. Ad avoidance is increasingly important to customers
GrahamHill

Aug 24 12:27:11
Grateful for your generous RTs and mentions @valswisher @mommysbazaar @lrmeyer747 @Choypw @PerceptaAus @smaxbrown
KnowledgeBishop

Aug 24 11:55:06
Mark Holtom #DK10 Customers don't want to be your friend. They just want stuff to work. NOW!!! http://bit.ly/xGKh5
GrahamHill

Aug 24 11:23:51
Dan Marks #DK10 Improved experience equates to improved profitability
GrahamHill

Aug 24 11:10:48
@Choypw Looks like you are hedging your bets :-)
GrahamHill

Aug 24 11:08:11
@GrahamHill All I can say now is value is defined differently by different discipline.
Choypw

Aug 24 11:06:13
@GrahamHill LOL! You caught me... I'll get back to you soon.
Choypw

Aug 24 11:05:31
RT @enterprise20: RT @bhc3: WSJ: Who Has Innovative Ideas? Employees http://bit.ly/c8pXIR > "Trick is knowing how to tap them.
bduperrin

Aug 24 11:04:46
@Choypw You tell me. What do YOU think it is?
GrahamHill

Aug 24 11:03:50
@GrahamHill So what exactly is customer value? #marketing #crm #cxm #cem
Choypw

Aug 24 11:00:38
Dan Marks #DK10 Campaigns that create revenue create awareness. But not all campaigns that create awareness create revenue
GrahamHill

Aug 24 10:59:47
Dan Marks #DK10 Profit should be the No1 performance measure for marketers. Show me the money!
GrahamHill

Aug 24 10:51:23
Dan Marks #DK10 Uses a continuous test & learn process to test marketing communications. No ad ever survives first contact wit the customer
GrahamHill

Aug 24 10:50:43
Thnx for Monday Tweets! @MelanieMinnaar @eka_chu @Choypw @TLeeCorp @Reaburn @thomasbabuj @RichardDedor @Innovation360 @dan_coyle @fromABroad
Brainzooming

Aug 24 10:46:45
Dan Marks #DK10 Everyone is talking about customer value. But does anyone really understand what value for customers really is?
GrahamHill

Aug 24 10:45:35
RT @Whitestick: RT @miketeasdale: My slides from today at #DK10 : A creative approach to email marketing http://slidesha.re/dkjy2p. Enjoy!
GrahamHill

Aug 24 09:17:37
@tom_peters China comes in peace. China and USA can co-exist. It's not a zero-sum game.
Choypw

Aug 24 09:07:49
Stem cell decision body blow to USA in critical technology for the future. Hello, China; good-bye USA. (I realize strong views on this.)
tom_peters

Aug 24 08:56:26
Management Tip: Schedule Time for Second Guessing http://s.hbr.org/aqtnTg
HarvardBiz

Aug 24 08:53:56
experience is not feeling nor connection. experience is value! #cem #cxm #marketing @LiorStrativity
Choypw

Aug 24 08:51:13
"Customer experience is total value proposition provided to customer, including product and all interactions." @LiorStrativity #cxm #cem
Choypw

Aug 24 08:42:31
Simplicity & Solitude - 2 important aspects of the #creative process http://ht.ly/2ttYC Part 2 in the series by Saatchi CD @ tim_leake
thinktank_

Aug 24 08:41:26
"Customer experience is greed through love." Lior Arussy @LiorStrativity #cxm #cem #marketing
Choypw

Aug 24 03:22:00
Thanks for the mentions & RT @Choypw @sarah_gore @LindaIreland @DeliverBliss @scottmckain @ericjacques
Reaburn

Aug 24 03:20:02
TY for RTs @deanboedeker @wisdom_thoughts @lrmeyer747 @juliov27602 @RLavigne42 @Choypw @royatkinson
KnowledgeBishop

Aug 24 02:50:03
Appreciate RTs @juliov27612 @brandleadership @Choypw @RTtheBest @kentarch @Carl_Eidson @cermak22 @card4net
KnowledgeBishop

Aug 24 02:20:03
I appreciate @juliov27612, @lrmeyer and @Choypw! Thank you sharing my thoughts with your friends!
KnowledgeBishop

Aug 24 02:15:38
My latest on @OPENForum: Serving Is the New Selling: How to be a 'Brand Butler' http://bit.ly/bjf5hP
MarketingProfs

Aug 24 01:51:15
Yep :) RT @ElizabethPW: New Post: "There Is No Done." http://epw.me/done
unmarketing

Aug 24 01:23:59
@superdaveh4eva Please read The Brand Gap. :)
Choypw

Aug 24 01:22:03
@LiorStrativity Thank you Lior. I've just got your book Customer Experience Strategy today from Amazon. :)
Choypw

Aug 24 00:56:24
RT @RichardDedor: 7 Thoughts on Creatively Changing Your Day from @brainzooming http://ht.ly/2tHTB #innovation
Reaburn