Tweets of 7-13 Sep 2010

Sep 13 21:18:32
New Study Released - "Customer Experience is The Path To Profit" 2010 Strativity Study-http://www.cnbc.com/id/39147241 #cem #cxm #experience
LiorStrativity

Sep 13 20:05:06
YES!! --> Employee engagement is a force behind success >> http://anni.es/b1MuMl #cem #cxp #custexp #in
cxpbootcamp

Sep 13 19:50:02
@Choypw I would think people remember the end experience the most... after all, it's the last impression, right?
responsetek

Sep 13 19:30:34
How about space, time, and matter? RT @Klingmann_Arch: How do brands engage space? Tell us! http://ow.ly/2uI79
joepine

Sep 13 19:30:19
Now about our next book: - Customer Experience Future Trends http://ow.ly/2DdGK
ColinShaw_CX

Sep 13 19:27:03
@ekolsky says Change Management about 5 things - People, Process, Technology, Measurement, Governance #edelmansocial
juliangay

Sep 13 18:26:05
A fact of #life: after Monday and Tuesday even the calendar says W T F... #resources #planning #custserv
Choypw

Sep 13 18:19:23
People never forget relevant experiences. And they don't really remember peak/end experiences! #cem #cxm
Choypw

Sep 13 18:10:54
RT @carolyn_ray: What's your Purple Goldfish? (Hint: it's about GLUE or G.iving L.ittle U.nexpected E.xtras) http://bit.ly/4YVnBU #custserv
bsdalton

Sep 13 17:49:06
How difficult is it to be #happy? #life
Choypw

Sep 13 15:49:53
The business of consumer empowerment: Why it's time to ditch customer control http://ht.ly/2DrBL
MyCustomer

Sep 13 14:56:00
From the Future Foundation, Revolution of the real world shopping experience http://bit.ly/cc46DF
joepine

Sep 13 14:30:16
First define your Mission (Biz objective) --> Then People, Processes and Tools. --- Tools should always come last (pun intended) ;-)
ericjacques

Sep 13 14:16:30
#cem Truth #4 – Customer Experience Is About The Succesful Marriage Of Perception, Emotion, And Logic >> http://anni.es/a10dit
cxpbootcamp

Sep 13 13:51:05
RT @Aimee_Lucas: RT @cxpbootcamp: Why Service Wins Every Time >> http://anni.es/9giWbQ #custexp #cem #cxp #custserv <great post!
LindaIreland

Sep 13 13:49:22
Nice. RT @arikhanson: Complaining is an art form. Great post by @conversationage today about how to do it the right way http://bit.ly/dgiaIn
LindaIreland

Sep 13 13:05:43
There's a differenece between unforgettable and memorable. Walk the extra mile. Go for unforgettable experiences! #cem #cxm
Choypw

Sep 13 12:46:34
RT @ariegoldshlager: [Buyer-Centric Revolution] Why now? http://bit.ly/bj8EkY Are mainstream customer really ready for #VRM yet?
GrahamHill

Sep 13 12:40:07
The Next Big Movement: Natural Conversations http://s.hbr.org/bunD1u
HarvardBiz

Sep 13 12:13:16
When Meaning Is Meaningless http://goo.gl/fb/FXEF0 #sales
YourCustomers

Sep 13 10:38:45
Thanks for RTs! @TheVirtualCFOs @CustomColorCorp @talentculture @myned_wyned @Choypw @thomasbabuj @DarionJMiller @Eduarea @Lrasquilha
Brainzooming

Sep 13 09:53:10
by @DonPeppers: The critical misconception undermining customer service http://bit.ly/do32GP #custserv
wimrampen

Sep 13 09:02:31
@escapeintolife @keithalink @Choypw @AquaVelvet : ) thanks all
r27

Sep 13 08:15:04
Management Tip: Focus on the Now, Not the Audacious Goal http://s.hbr.org/9jp9Ee
HarvardBiz

Sep 13 06:11:09
When result is the goal, use "I." When success is the goal, use "we." #management #leadership #bizwiz
Choypw

Sep 13 04:37:26
@Choypw Thanks for the RTs! Have a great day.
cxpbootcamp

Sep 13 03:51:47
@marc_c_mandel Appreciate the RT.
Choypw

Sep 13 02:09:01
Innovation and the Value of Brainstorming http://bit.ly/dpsUBc #innovation #creativity
Brainzooming

Sep 13 02:00:05
What Makes Good Leaders GREAT? A #leadership blog post: http://bit.ly/cZSXpL
KnowledgeBishop

Sep 13 01:33:09
If you're not teaching readers or making them think differently, you have to be highly entertaining. #blogchat
DavidSpinks

Sep 13 00:09:58
RT @9inchmarketing: New post: It's not about the chocolate chip cookie, its what the cookie represents http://bit.ly/9ZpR3t #custserv #cem
tedcoine

Sep 12 23:30:04
RT @ixdalansing: A Great User Experience Extends Beyond The Website: http://bit.ly/bO80bH
cxpbootcamp

Sep 12 23:07:01
What @karlfisch can teach us about innovation . . http://bit.ly/dgwO2Q (via@TelegraphNews)
DanielPink

Sep 12 22:52:14
Pareto was right, but...//RT @richardsedley The value of the last mile: A customer experience story http://bit.ly/cxwpuu
agenciaforeplay

Sep 12 21:13:08
New #customerexperience stat of the week: IT has it. http://bit.ly/cgWQ8N
LindaIreland

Sep 12 21:00:04
Interesting: Customers willing to pay for for things they can handle - http://anni.es/9XS6qf (why online is always cheaper?)
cxpbootcamp

Sep 12 19:10:02
Why Service Wins Every Time >> http://anni.es/9giWbQ #custexp #cem #cxp #custserv
cxpbootcamp

Sep 12 18:01:14
RT @Choypw: Everyone has 2 basic needs: rational and emotional. What kind of experience are you creating to meet those needs? #cem #cxm
marc_c_mandel

Sep 12 17:45:02
Is CRM the answer to better customer loyalty? http://anni.es/bwWVvj (develop better relationships faster, perhaps?) #cem #cxp
cxpbootcamp

Sep 12 16:48:42
Everyone has 2 basic needs: rational and emotional. What kind of experience are you creating to meet those needs? #cem #cxm
Choypw

Sep 12 15:35:03
A person's true wealth is the good he or she does in the world. – Mohammed
colourlovers

Sep 12 15:31:53
Repository of useful service design tools Tools http://ow.ly/2o3VR via @Cogiva
r27

Sep 12 14:43:40
LAUNCH of the BMW Group Co-Creation Lab http://bit.ly/cAZd8z
wimrampen

Sep 12 14:26:15
fix your policies & procedures and see how ur customers and CSRs embrace u (via @katenasser) http://bit.ly/93XTzj #cem #custserv
bsdalton

Sep 12 14:07:16
Simplifying customer experience into usable terms (and a fine effort w/ Prezi) via @deliverbliss http://bit.ly/9bIhVZ #cem #crm #custserv
bsdalton

Sep 12 13:26:54
The business of customer empowerment by Alan Mitchell via @fredzimny #scrm http://fb.me/xlG9hiZg
Agotthelf

Sep 12 11:03:34
Experience, Experience, Experience http://bit.ly/99gDtX - thoughtful read about shades & shortcomings of "experience"
wimrampen

Sep 12 01:42:59
RT @Daffynitions: Loyalty is an emotion. Anyone who says you can't inspire loyalty is either ignorant or just plain stupid. #CustServ /Slam!
tedcoine

Sep 12 00:57:32
New Article - Money Talks: Tying Employee Compensation to the Customer Experience http://t.co/It1tYne
LiorStrativity

Sep 11 21:35:03
RT @gwhitely Excellent point. RT @LinkedInQueen: The social customer wants a different experience, plugging in the old tools will not work.
cxpbootcamp

Sep 11 21:18:26
RT @TopsyRT: You can’t get customer loyalty so stop trying http://bit.ly/apb4zv /Compelling. What do you think? #custserv
tedcoine

Sep 11 20:19:35
Beer is proof that God loves us and wants us to be happy. - Benjamin Franklin
tedcoine

Sep 11 15:03:01
Is CRM the answer to better customer loyalty? http://goo.gl/fb/Mk7T2 #customerservice
YourCustomers

Sep 11 12:48:52
@Lerou Appreciate the RT. Have a great weekend!
Choypw

Sep 11 12:34:31
RT @ariegoldshlager: [Pick of the Week] The Power of [Value] Co-Creation: http://bit.ly/actDpO
DeliverBliss

Sep 11 12:02:47
RT @ariegoldshlager: [Alan Mitchell] The business of consumer empowerment: http://bit.ly/cZRpNW Cc... @wimrampen @Jon_Ferrara
GrahamHill

Sep 11 10:33:25
RT @Choypw: Unforgettable #experience usually comes as a surprise, so be consistently inconsistent. #cem #cxm
Lerou

Sep 11 08:57:11
Unforgettable #experience usually comes as a surprise, so be consistently inconsistent. #cem #cxm
Choypw

Sep 11 08:50:30
@cxpbootcamp Ops... Sorry. I shouldn't have asked but it was just too tempting you know...
Choypw

Sep 11 08:01:55
@Choypw glad to connect! Was a bit taken back, have never been asked my ethnicity over Twitter. Haven't really thought about it much I guess
cxpbootcamp

Sep 11 04:56:34
Good read! RT @ariegoldshlager: [Alan Mitchell] The business of consumer empowerment: http://bit.ly/cZRpNW
wimrampen

Sep 11 02:40:02
Thanks for generous RTs this week @tadams_InMind @Choypw @lrmeyer747 and @juliov27612
KnowledgeBishop

Sep 11 02:20:02
Appreciate RTs @mikehenrysr @lrmeyer747 @james_generis @pdncoach @FrankEliason @Choypw
KnowledgeBishop

Sep 11 01:58:41
Currently reading a blog post titled Build Your Customer Empathy Engine. Watch Your Business Grow. - http://is.gd/f4ngO
JeanneBliss

Sep 10 23:40:04
Is your trusting cup half full, or half empty? Why believing your employees fuels your prosperity engine. http://bit.ly/96eX8M
JeanneBliss

Sep 10 21:40:16
Loving what you do isn’t enough. You have to elope with what you do. You have to tattoo what you do’s name on your ass.
nametagscott

Sep 10 20:57:19
TY sir. RT @WriteTheCompany: #FF! @Tips4Tech @ChoyPW @KateNasser @ExpertInService @NewWorkTrends @ZaneSafrit @LindsayFultz @Action_Jay
RussLoL

Sep 10 20:12:33
#FF! @Tips4Tech @RussLoL @ChoyPW @KateNasser @ExpertInService @NewWorkTrends @ZaneSafrit @LindsayFultz @Action_Jay @GearheadGal @JCCarcamo
WriteTheCompany

Sep 10 20:09:58
The Power to Pull Prosperity http://tinyurl.com/27xmtwz #pull
wimrampen

Sep 10 19:35:30
Employee Engagement, Part One: Defining the terms http://lnkd.in/4GMSvb
ideationz

Sep 10 19:13:34
Principle, Bravery, and the X Factor http://s.hbr.org/aQdaaP
HarvardBiz

Sep 10 18:56:36
Good Customer Loyalty article: Why some firms are better at customer retention than others http://bit.ly/afacSI
Hyken

Sep 10 18:10:05
The Easy Way to Customer Service Excellence » http://anni.es/avgcK8
cxpbootcamp

Sep 10 17:52:55
#Customer #Service Delivery: First What, Then How. More on that from @EricJacques - http://bit.ly/bNB7hm
WriteTheCompany

Sep 10 17:23:52
@cxpbootcamp Glad to connect with a Chinese on Twitter... well... I mean if you consider yourself a Chinese... :)
Choypw

Sep 10 17:10:57
#FF @KristinaEvey @DawnaMacLean @guy1067 @ManieBosman @PinkCrckr @Choypw @wallybock @Willie_Krause @carol_phillips enjoy your weekend
NewWorkTrends

Sep 10 17:07:40
Excellent blog post by @enthused Posture versus performance http://bit.ly/9Gw6Gt #customer #service #custserv #cem < must read.
vanbael

Sep 10 17:04:10
@sheratonmahwah @DeliverBliss @cxpbootcamp @Choypw Thank you for the Retweets! Have an AMAZING weekend.
Hyken

Sep 10 16:40:24
Nothing great was built in a day. It takes years to master any craft or trade. It takes years to develop wisdom,... http://fb.me/EG8viDYw
J_Canfield

Sep 10 15:32:16
NEVER trash your competitors. New Little BIG video (#39): http://is.gd/f4eOr ^SD
tom_peters

Sep 10 15:11:57
@Choypw My parents are, yes.
cxpbootcamp

Sep 10 15:05:10
Use your head to manage and your heart to lead. @thehrgoddess / #FF her to learn the subtleties of success
KnowledgeBishop

Sep 10 14:53:32
Good article on CEM: Building brands and revenues: Changing attitudes on customer experience http://tinyurl.com/2dm8uap
Hyken

Sep 10 13:25:01
The Competing Black Swans of Sustainability http://s.hbr.org/arCmr0
HarvardBiz

Sep 10 12:48:46
Call Center Confidential: The Underbelly of Customer Centricity http://s.hbr.org/bhvXak
HarvardBiz

Sep 10 10:46:43
"The Service Profit Chain" RT @thinktank_: Note to client-Put your staff 1st & customers 2nd - that way your customers will always come 1st
Brainzooming

Sep 10 10:16:09
RT @Aimee_Lucas: Catching up on my reading: Truths about Customer Experience series from @cxpbootcamp http://cxpbootcamp.com/ #cem
bsdalton

Sep 10 10:15:52
6 Keys to Being Excellent at Anything http://ht.ly/2z2rw v/ @HBR
thinktank_

Sep 10 10:13:32
RT @grahamhill: RT @fredzimny: Recommended Nouve's deck": Designing for tomorrow needs #servicedesign #cem http://ping.fm/Le8Np cc @reaburn
bsdalton

Sep 10 09:42:07
When do we have a need for anything? #cem #cxm
Choypw

Sep 10 08:06:14
Management Tip: 3 Ways to Drive Real Change http://s.hbr.org/aAUSiW
HarvardBiz

Sep 10 06:38:01
Exellent! @umairh on The Power of Pull: The Power to Pull Prosperity http://bit.ly/bV1XVF
timkastelle

Sep 10 03:34:22
What leads to high performance? People, customers, action. #business
Choypw

Sep 10 03:19:10
RT @FrankEliason #custserv homework read post by @enthused re: consistency in customer service: http://bit.ly/9Gw6Gt
pblackshaw

Sep 10 01:39:58
Honestly, I don't really think permission marketing is anything new. It's been in China for 5,000 years! If we reall… http://disq.us/m9zxu
Choypw

Sep 10 01:27:58
Based on the recco fr QualityServiceMarketing, my next read: The Art of #Engagement, fr Root Learning CEO Jim Haudan http://bit.ly/9y7oHx
Reaburn

Sep 09 20:30:53
RT @jayrtopper: RT @stephaniethum: Feedback is a gift. Especially negative feedback. #custserv
tedcoine

Sep 09 19:25:57
@tedcoine @jeffharbert @choypw @ladyelanorA permission feedback concept expanded here, would really value yr thoughts http://bit.ly/b6bsri
CustThermometer

Sep 09 18:45:06
Great @HarvardBiz Column: Redefining Failure http://ow.ly/2Bg2S
MichaelHinshaw

Sep 09 18:02:40
@RevezNexus Appreciate the mention.
Choypw

Sep 09 17:58:22
"The goal in marriage is not to think alike, but to think together." Robert Dodds | Same applies to #crm #cem #cxm #vcc
Choypw

Sep 09 17:56:27
"The ax forgets, the tree remembers." African proverb | So think twice act once. #life
Choypw

Sep 09 17:36:34
RT @ThisIsSethsBlog Seth's Blog: Loyalty http://bit.ly/cgjCdj
CustomerProfit

Sep 09 17:35:02
“Your brand is what they say about you when you’ve left the room” - Jeff Bezos founder of Amazon.com | via @jasonfalls | http://ht.ly/2BQF8
EyeTraffic

Sep 09 17:00:49
@Digitaltonto @guyauger @Choypw @txglennross @gpach01 @Adrianaology @WENOVSKI @j4ngis @wisdomlondon @Jabaldaia @DesignThinkers <2 B followed
RevezNexus

Sep 09 16:47:59
The Power to Pull Prosperity http://s.hbr.org/9VA0Ct
HarvardBiz

Sep 09 16:05:03
Quotes Uncovered: TV Catchphrases: The most memorable TV catchphrases of recent years. http://nyti.ms/axDDcd
freakonomics

Sep 09 15:56:50
Marketing to the Bottom of the Pyramid (via @ThisIsSethsBlog) http://bit.ly/9xQhCO
fastcompany

Sep 09 14:48:55
RT @Wallybock @mjasmus Appreciative Leadership http://bit.ly/9HXsRS Appreciation is so huge - must balance accountability
TheForumCorp

Sep 09 14:45:30
#CRM is simply about managing customer relationship. Understand customer thru segmentation. Understand relationship thru #touchpoint.
Choypw

Sep 09 14:34:34
#gh #crmin1day value co-creation: what do you bring to the table.. at the touchpoint to help customers create value..
wimrampen

Sep 09 14:27:39
#gh day 2: how do customers consume value? : 1 touchpoint at a time.. (not alone those w/ the company).. Map the experience & create persona
wimrampen

Sep 09 14:27:07
@Choypw walk a mile. Agree. Two way street tho too. Example - bad customer behavior in AT&T fan page
bsdalton

Sep 09 14:22:33
Start experiencing how customers experience, then create the kind of experience they want. #cem #cxm #custserv cc @bsdalton
Choypw

Sep 09 14:20:07
#gh VOC is not enough to understand what customers value #crmin1day
wimrampen

Sep 09 13:58:19
If bad things often happen to you, you probably deserve it.
tedcoine

Sep 09 13:44:37
The Asian Innovation Century? http://s.hbr.org/cwjt4d
HarvardBiz

Sep 09 13:43:17
Loyalty http://bit.ly/dvvibm /via @thisissethsblog
DeliverBliss

Sep 09 13:05:36
Buyer Experience Innovation: Why B2B CEO’s Must Make It Their Top Priority http://goo.gl/fb/EXGUi #customerservice
YourCustomers

Sep 09 12:42:14
@9inchmarketing @Choypw thanks Stan for RT.
bsdalton

Sep 09 12:37:50
Amen RT @bsdalton: RT @Choypw: Stop serving. Start experiencing! #custserv #cem #cxm < start creating experiences
9INCHmarketing

Sep 09 12:05:03
RT @grahamhill @designthinkers Ever noticed the similarity between Customer Journey Mapping and Value-in-Use? http://ow.ly/1qPTuR
davidhawdale

Sep 09 11:59:13
"Treat different customers differently, and reserve your highest level of respect for those that stand by you."-@thisissethsblog #custserv
bsdalton

Sep 09 11:30:06
RT @vanbael: @Choypw "The difference between a happy and an angry customer is not how she behaves, but how she's treated." #custserv #cem
CustThermometer

Sep 09 10:47:19
RT @Choypw: Stop serving. Start experiencing! #custserv #cem #cxm < start creating experiences
bsdalton

Sep 09 10:20:53
A feature is not a benefit unless it is a solution to a need. #marketing #sales #experience
Choypw

Sep 09 09:30:10
Observational marketing: What can your firm learn from Peter Kay??? http://ht.ly/2BBMh #marketing
MyCustomer

Sep 09 09:05:15
The difference between a happy and an angry customer is not how she behaves, but how she's treated. #custserv #cem insp by GB Shaw & @choypw
vanbael

Sep 09 09:01:14
@Choypw Let's throw it out there then. Should be common knowledge… but so often forgotten.
vanbael

Sep 09 09:00:41
@vanbael lol! You read my mind! Couldn't agree more! I like this much!!!
Choypw

Sep 09 08:58:34
@Choypw What about this "The difference between a happy and an angry customer is not how she behaves, but how she's treated." #custserv #cem
vanbael

Sep 09 08:54:07
"The difference between a lady and a flower girl is not how she behaves, but how she's treated." George Bernard Shaw #cem #cxm #life
Choypw

Sep 09 08:49:06
Management Tip: Create Mutual Mentoring Relationships http://s.hbr.org/9Fnjow
HarvardBiz

Sep 09 08:32:44
Stop serving. Start experiencing! #custserv #cem #cxm
Choypw

Sep 09 07:18:48
Stop serving! Try experiencing! #custserv #cem #cxm
Choypw

Sep 09 06:59:39
@NewWorkTrends Identify the origin of conflict first? | #Sustainability is about 3Ps: planet, people and profit. #business
Choypw

Sep 09 06:37:32
"Not to take action is the only unacceptable behavior." ABB's modus operandi 3/3 | How about do right things at right time? #management
Choypw

Sep 09 06:36:37
"To take action and do the wrong things is the next best." ABB's modus operandi 2/3 | As long as it ain't fatal! #management
Choypw

Sep 09 06:35:51
"To take action and do the right things is the best behavior." ABB's modus operandi 1/3 | Why not do right things right? #management
Choypw

Sep 09 06:31:53
"Leading publications have a natural tendency to exaggerate highs and lows of company's performance." Phil Rosenzweig | Whom can you trust!?
Choypw

Sep 09 06:16:19
"Stories are a way that people try to make sense of their lives and their experiences in the world." Phil Rosenzweig 3/3 #business
Choypw

Sep 09 06:15:56
"A report is above all responsible for providing the facts, without manipulation or interpretation." Phil Rosenzweig 2/3 #business
Choypw

Sep 09 06:15:25
"It's useful to make the distinction between reports and stories." Phil Rosenzweig 1/3 #business
Choypw

Sep 09 02:20:02
Appreciate RTs @thehrgoddess @NewWorkTrends @brandleadership @Choypw @iluvMarthasVY @MomInManagement @endrocn @cfidurauk @juliov27612
KnowledgeBishop

Sep 09 01:57:47
RT @TopsyRT: You can’t get customer loyalty so stop trying http://bit.ly/apb4zv Terrific article! Congrats!
JeanneBliss

Sep 09 01:50:04
To evoke the best in people, give people your best—respect, consideration, compassion and love.
J_Canfield

Sep 09 01:01:32
How can negative #customer reviews be an opportunity? @ZaneSafrit can tell you - http://bit.ly/bv51Ft - #CustServ
WriteTheCompany

Sep 08 23:41:36
RT @Marcio_Saito: Are users of #Twitter and #Facebook their "customers"? Or are we their "products"? |we are the co-creator of their product
mich8elwu

Sep 08 23:37:36
RT @GaryLoper: All truths are easy to understand once they are discovered; the point is to discover them ~ Galileo Galilei /Great one!
tedcoine

Sep 08 23:17:41
RT @MVineyarder: Frustrated by the (lack of) customer service at FaceBook? Ponder this: You are not their customer - you are their product
tedcoine

Sep 08 21:50:02
Advice is what we ask for when we already know the answer but wish we didn't. -Erica Jong
MichaelHinshaw

Sep 08 21:20:13
@CustThermometer @jeffharbert @choypw @ladyeleanorA I like that (permission marketing idea) a whole lot!
tedcoine

Sep 08 21:01:26
For Customers and Prospects, Experience Trumps Perception http://goo.gl/fb/b78lm #sales
YourCustomers

Sep 08 20:47:19
Employee engagement is a force behind success http://goo.gl/fb/YyZRW #customerservice
YourCustomers

Sep 08 19:49:52
Employees pride = Exceptional Customer Experience. Leaders and not CEO owns that pride. You cant escape it. #cem #cxm
LiorStrativity

Sep 08 19:20:03
RT @Michael_Force How should marketing create that customer experience? http://bit.ly/ForceReport143
MichaelHinshaw

Sep 08 19:10:05
The Empathetic Customer Experience [Video] | Beyond Philosophy http://ow.ly/2B1kr
ColinShaw_CX

Sep 08 18:29:09
Is Sharing Negative Comments About Your Company Too Risky? http://t.co/moiTuRs via @AddThis
JeanneBliss

Sep 08 18:07:52
interview with Alan Murray: The WSJ Essential Guide to Management: "Much of our management knowledge is obsolete." http://bit.ly/b8n2gK
stevedenning

Sep 08 17:44:18
"Habits are persistent, developing their own inertia." Neale Martin #cem #cxm
Choypw

Sep 08 17:42:58
#Brand promise is an unwritten contract! #experience #cem #cxm
Choypw

Sep 08 17:41:55
Positive #brand #experience is the key to successful customer habituation! Customers must trust the brand to automate a purchase. #cem #cxm
Choypw

Sep 08 17:40:03
Reading: "Managing the Value in Customer Experience" http://ow.ly/2Bfuz /via @deliverbliss
MichaelHinshaw

Sep 08 17:37:59
@CustThermometer @tedcoine @jeffharbert @ladyeleanorA > Permission marketing from Godin? It's always important to earn the right to advance.
Choypw

Sep 08 17:34:11
You only have one chance to make a first impression. Don't screw it up. Undoing a bad first impression is difficult. #crm #cem #cxm
Choypw

Sep 08 16:55:10
RT @brandweek Food Network, Kellogg's Think Outside Cereal Box http://bit.ly/9Nw0zp #business #branding #strategy #marketing
MichaelHinshaw

Sep 08 16:50:32
@tedcoine @jeffharbert @choypw @ladyeleanorA perhaps it's time to extend Seth Godin's concept of permission marketing to feedback?
CustThermometer

Sep 08 16:02:03
"If any element creates a shock, it can interrupt the habit-forming process." Neale Martin #cem #cxm #marketing
Choypw

Sep 08 16:01:24
"To form a habit, every facet of the #experience plays a role." Neale Martin #cem #cxm #marketing
Choypw

Sep 08 14:52:36
How is it possible to exceed expectations when customers expect so much? #marketing #crm #cem #cxm
Choypw

Sep 08 14:41:10
Research has shown that there is no strong correlation between satisfaction and repurchase! #marketing
Choypw

Sep 08 14:05:02
It costs 300% more to MAKE a customer than to KEEP one. http://bit.ly/bQLYr7 via @ShellyKramer #custserv
KnowledgeBishop

Sep 08 13:47:59
lululemon athletica's Retail Experience http://goo.gl/fb/XkfdY #customerservice
YourCustomers

Sep 08 13:37:35
Success does not come from being the best in one of the value disciplines, but becoming the habitual choice of customers. #business #cem
Choypw

Sep 08 13:24:15
Thanks @fivenineteen @tedcoine and @choypw! Appreciate the RT's
Emotivebrand

Sep 08 13:10:05
Facebook Places – an opportunity for a customer experience? | Beyond Philosophy http://ow.ly/2B1jD
ColinShaw_CX

Sep 08 12:40:55
Memory: The Great Relationship Builder http://bit.ly/aWNk9p from @cubanalaf #relationships
Brainzooming

Sep 08 12:14:36
If You Want to Be Original, Start from a Different Box http://s.hbr.org/cSQmex
HarvardBiz

Sep 08 12:07:13
RT @Customer1CRM: Summary of Forrester's The State Of Customer Experience 2010 http://ow.ly/2AUdg #cem I see clear progress since Feb. You?
vanbael

Sep 08 10:26:56
"How little we know, how much to discover." Frank Sinatra #business
Choypw

Sep 08 10:15:16
What leads to high performance? A focus on profitable growth or profitable sustainability? #management #business
Choypw

Sep 08 08:20:23
Management Tip: Want Power? Start Small http://s.hbr.org/bRhX6t
HarvardBiz

Sep 08 07:29:43
@wimrampen Build stronger relationships between, not just with your Customers < Great reminder. Very powerful yet often overlooked.
vanbael

Sep 08 06:48:47
Focus on next practice instead of best practice?-http://bit.ly/bQvEPO @MarshaCollier cc @KnowledgeBishop
Choypw

Sep 08 06:23:30
RE: @deliverbliss P2: Customer experience definitely is not customer service. Customer-service should be experience-dr… http://disq.us/m5bcd
Choypw

Sep 08 05:24:11
New Blog Post: Customer Experience via Prezi http://bit.ly/d4Zx5K
DeliverBliss

Sep 08 05:08:21
@Choypw Best practoce is go where they are. In my upcoming book I try to define thru demographics http://amzn.to/bMr6HX cc @KnowledgeBishop
MarshaCollier

Sep 08 05:05:37
@KnowledgeBishop @MarshaCollier Will it be win-win to identify right type of bait to lure the fish to where we want them to be? #custserv
Choypw

Sep 08 04:56:15
@NewWorkTrends Always focus on "people" when there is conflict? Because people are the root of all evil? #sustainability #business
Choypw

Sep 08 03:30:01
TY for RTs and mentions @Choypw @tatn @ReadyTOFeedBack @Reaburn @iluvMarthasVY @anagoelzer @tedcoine @rethanick
KnowledgeBishop

Sep 08 03:20:02
Grateful for RTs @andy_mcf @smargaretc @Choypw @jeannebliss @CustThermometer @KateNasser @sarahmaddox @LadyEleanorA
KnowledgeBishop

Sep 08 03:15:02
Appreciate RTs @NitroMojo @eGain @Choypw @LakotaEagle @iluvMarthasVY
KnowledgeBishop

Sep 08 03:05:28
RT @tedcoine @Bri222 @KnowledgeBishop @ronaldskelton > Companies are nice to people because they want to make more money. #custserv
Choypw

Sep 08 03:02:07
Thank you @Choypw, for your support!
KnowledgeBishop

Sep 08 03:01:57
Customers want relationships with other customers, not firms. #custserv #crm #business
Choypw

Sep 08 02:15:32
RT @kr8tr: @bsdalton Being everywhere badly is worse than being nowhere. Find a focus, and focus. #custserv <wud agree w that!
bsdalton

Sep 08 02:05:03
Empowerment means you have freedom to act; it also means you are accountable for results.
kenblanchard

Sep 08 02:03:15
TY @pricingright @Chris_Eh_Young @Choypw @shawnmcpike @ReadyTOFeedback @JoeCascio @EYellin @mpace101 @MarshaCollier #custserv
Reaburn

Sep 08 01:58:39
RT @fivenineteen: RT @Emotivebrand: "There are too many people, and too few human beings." ~Robert Zend
tedcoine

Sep 08 01:56:51
RT @kr8tr: @bsdalton Being everywhere badly is worse than being nowhere. Find a focus, and focus. For us, it is here. Will change #custserv
tedcoine

Sep 08 01:55:56
RT @Choypw "The most effective, most creative problem solvers engage in a process of metathinking, or thinking about the thinking" Frederick
studioloraine

Sep 08 01:54:27
RT @EYellin: It depends on how you define relationships. Customers & companies usually have diff. definitions. #custserv
bsdalton

Sep 08 01:52:19
RT @mommysbazaar: loyalty will bring referrals which will bring more customers #custserv / Exactly!
KnowledgeBishop

Sep 08 01:50:02
If you continuously exceed customer expectations, you'll achieve the ultimate #custserv goal: LOYALTY - Dennis Gershowitz
KnowledgeBishop

Sep 08 01:49:26
Companies want relationships w/ customers much more than vice-verse. Ironic, given how each treats the other. #custserv
tedcoine

Sep 08 01:47:09
@Choypw Hi and thanks for stopping by this evening's #custserv chat!
royatkinson

Sep 08 01:45:09
RT @danperezfilms: @jantallent@JeffreyJKingman @millerfinch @mjayliebs Customers 1st want their problems solved; relationship 2nd. #custserv
tedcoine

Sep 08 01:41:55
RT @LouImbriano: If you have multiple channels of custserv, then consistency of service & execution must permeate through all./YES!!!
tedcoine

Sep 08 01:39:06
@Chris_Eh_Young: @Choypw @reaburn No doubt. Today, you may also need to "dabble", just to understand where they might go tomorrow #custserv
Reaburn

Sep 08 01:38:16
RT @JeffreyJKingman: RT @millerfinch: RT @mjayliebs: Do customers want relationships? #custserv /Commodity? B2B? Service? Big "ifs"
tedcoine

Sep 08 01:36:32
@Choypw @reaburn You can't be everywhere but you can be where the largest numbers of your customers are. You need to be there. #custserv
Chris_Eh_Young

Sep 08 01:33:55
@Reaburn @action_jay if u understand ur customers' preference or can create superior experience, i'd say b gr8 at one. #custserv
bsdalton

Sep 08 01:29:39
“Be everywhere” isn't strategic. Know where your customers are, what they expect, & deliver to those standards gets you more. #custserv
Reaburn

Sep 08 01:27:42
RT @bsdalton: customers not experts on business but experts on their experience and what rates good vs poor #custserv
tedcoine

Sep 08 01:26:17
Did you know that 2/3 of shoppers begin the shopping process online? #AppLounge #LDF #10x10 #retail
method_inc

Sep 08 01:15:23
RT @MarshaCollier: "Fish where the fish are" #custserv
KnowledgeBishop

Sep 08 01:15:05
@bsdalton So then, no such thing as driving customer to a company preferred channel? Is it, serve customers wherever they show up? #custserv
Reaburn

Sep 08 01:15:02
Meet them where they ARE and give them what they NEED. #custserv
KnowledgeBishop

Sep 08 01:04:32
@KnowledgeBishop another way for folks to follow the chat: http://tweetchat.com/room/custserv #custserv
eric_andersen

Sep 08 01:02:25
Easy to follow at http://twubs.com/custserv (there's a pause button and it auto-inserts the hash tag) #custserv
MarshaCollier

Sep 08 00:14:43
How does the journey look like? what are the milestones? How do we measure success? key issues client is struggling with #cem #cxm
LiorStrativity

Sep 08 00:13:48
At a client - Customer experience is still associated with how we delievr not what we deliver. Its time to combine both #cem #cxm
LiorStrativity

Sep 07 23:30:27
Thanks for the RTs @paulaelzer @adrianswinscoe @choypw about the Prof SM mkt list and about my Customers Rock! blog post.
bcarroll7

Sep 07 22:10:02
This may be the toughest rebranding ever. Well, besides brussels sprouts. http://ow.ly/2AGxo
MichaelHinshaw

Sep 07 22:04:01
@feserran @StrategySummit @StoryRoute @Customer1CRM @responstek @carlitos8away @lorijovest @Choypw @ITXcorp Thanks for the RT!
Hyken

Sep 07 21:37:48
Navigating The Cross-Channel Experience http://bit.ly/cg9EWY
CEB_MLC

Sep 07 21:00:13
Give your customer culture a kick-start. Use these flashcards to lead internal meetings and make change! http://bit.ly/9YM7Db
JeanneBliss

Sep 07 20:47:30
RT @Bri222: RT @KnowledgeBishop: Companies make more money when they're nice to people. RT @ronaldskelton #custserv
tedcoine

Sep 07 20:44:16
RT @Reaburn Marketing to foster existng relationships, not searchng 4 next transaction. @bcarroll7 in a gr8 post http://bit.ly/aK9yz1 (thx!)
bcarroll7

Sep 07 20:05:05
RT @aorbeth American Apparel: A Branding Tragedy http://ht.ly/2Aj2u [Like us, aging gracefully can be tough for brands that were once cool.]
MichaelHinshaw

Sep 07 19:49:58
RT @EricJacques #Customer #Service Excellence Examples: http://t.co/VWYxDp0 < Excellent experience!
WriteTheCompany

Sep 07 19:29:38
Lesson Eleven | Movements Move People to Believe http://bit.ly/brc10p
DeliverBliss

Sep 07 19:18:06
Why you buy? #Brand #experience? Customer experience? Or both? Which is more important? #cem #cxm
Choypw

Sep 07 19:09:56
Zappos Delivers. Early. http://bit.ly/927c5N /via @reaburn
DeliverBliss

Sep 07 19:03:03
#Brand experience influences both customer and employee #experience! #cxm #cem
Choypw

Sep 07 19:00:44
But what is old #experience? Are the attractions at Disney old? #Brand experience is one thing; customer experience another! #cem #cxm
Choypw

Sep 07 18:54:45
What got you here today won't get you there tomorrow! Think out of the box! Dump old #experience! Innovate new one! #cem #cxm
Choypw

Sep 07 18:51:38
6 ways to celebrate people skills from @KateNasser to prepare for National #Customer #Service Week - http://bit.ly/cbgoRr
WriteTheCompany

Sep 07 18:39:58
How customer loyalty is preferred over satisfaction: http://t.co/SaxbFhy
Hyken

Sep 07 18:22:15
What creates customer loyalty? http://goo.gl/fb/DEXmU #customerservice
YourCustomers

Sep 07 18:15:04
Reading: "Customer Loyalty: Warmth, Competence Are Key" http://ow.ly/2AjF4
MichaelHinshaw

Sep 07 17:42:42
Examples Of Good Customer Service – 10 Ways To Do Better on ezinereporter.com http://tinyurl.com/25dzvkl
Hyken

Sep 07 17:20:27
RT's are much appreciated; THX! @Reaburn @LindaIreland @creativecloggy @bsdalton @danperezfilms @tdebaillon @ggheorghiu @Choypw @themaria
wimrampen

Sep 07 16:48:20
Six Ways to Supercharge Your Productivity http://s.hbr.org/d82jlA
HarvardBiz

Sep 07 16:30:13
Does there really exist a jack-of-all-trades? http://ow.ly/2Al4V
MichaelHinshaw

Sep 07 16:30:00
Attitude – It’s Our Choice: http://ht.ly/2AC7C
kenblanchard

Sep 07 15:38:05
The business model for selling virtual goods - #virtualgoods #bm #servicedesign - (on EE blog) - http://bit.ly/aDj8Lf
EffectiveExp

Sep 07 15:36:48
RT @GetBillG: A biz experience that changed my company. A little story on my blog. http://bit.ly/1X8Fs Thanks @joepine and Jim Gilmore
joepine

Sep 07 15:23:58
American Express: Continuing its Focus on Providing Superior Customer Service | Customer Management IQ http://t.co/tFx3Ovt via @AddThis
JeanneBliss

Sep 07 15:04:29
RT @joepine: Dell overtook Acer as #2 after losing in past 5 years because of no #marketing experiences! > Or pride... Lack of #innovation.
Choypw

Sep 07 15:01:56
Multiple perspectives provide diversity for #innovation: http://ow.ly/2AwuV (via @ChicagolandCmbr)
TalentCulture

Sep 07 14:51:20
@Choypw HP #1 in PCs; Dell overtook Acer as #2 after losing both spots in past 5 years or so -- again, because of no marketing experiences!
joepine

Sep 07 14:49:08
@joepine Who's #1 in PCs now?
Choypw

Sep 07 14:48:00
Thanks Bill! RT @GetBillG: Time is running out to experience this one of a kind gathering of customer experience peeps http://bit.ly/bqTbZH
joepine

Sep 07 14:46:51
Brand 'Warmth' Key To Loyalty, Purchase Intent http://bit.ly/cqFb3Q #mediapost
CustomerProfit

Sep 07 14:45:00
Dell, still the world's premier mass customizer, back to #2 in PCs. When will it finally create marketing experiences?
joepine

Sep 07 14:43:31
Solid advice: Improve Your Website by Removing These Four Things : http://bit.ly/9vbdBq
MarketingProfs

Sep 07 14:39:04
RT @Marcio_Saito: Customer Loyalty is no longer enough. Next stop: Customer Advocacy. http://bit.ly/cL8mOC #custserv #cem #crm #scrm
tedcoine

Sep 07 14:10:04
Are you showing your customers the love? http://ow.ly/2AhMK #custserv
lorijovest

Sep 07 14:08:16
Escape the Economy of Followers http://bit.ly/beisMf | wonderful read
wimrampen

Sep 07 14:02:01
MadeForOne.com looking for YOUR story on how you mass customize http://bit.ly/bXoElU
joepine

Sep 07 14:00:33
@customerphrases Appreciate much the RT.
Choypw

Sep 07 13:59:15
RT @ericjacques: In case you missed it: Why are my customers quietly defecting? http://ow.ly/2AuwJ #custserv #leadership /A Must-Read!
tedcoine

Sep 07 13:49:57
Quote of the day: Have your skills become commodities? http://bit.ly/alaDNm (via the Pink Blog)
DanielPink

Sep 07 13:48:35
I am listening to the Customer Experience Show Episode 1 show by Customer Experience on #BlogTalkRadio - http://tobtr.com/s/944220
JeanneBliss

Sep 07 13:46:27
Jobs 2.0: Nice Work If You Can Get It http://s.hbr.org/cL4IbW
HarvardBiz

Sep 07 13:21:47
Yo! That’s A Nice Way To ‘Delight’ A Customer! http://goo.gl/fb/T1y6r #customerservice
YourCustomers

Sep 07 12:54:44
RT @Choypw: Customers do not want to make choices! Just help them buy. That's customer centricity. Read their mind! #cem #crm #marketing
customerphrases

Sep 07 12:47:50
Case Study: Time to Take a Stand? http://s.hbr.org/b04JJ3
HarvardBiz

Sep 07 12:21:06
To succeed on the path to change, say Dan Heath and Chip Heath, you have to eliminate ambiguity: http://is.gd/eYZDD
fastcompany

Sep 07 11:36:50
RT @wimrampen: RT @ariegoldshlager: [Customer Service] What’s the state of customer service? http://bit.ly/bNib4J #custserv
bsdalton

Sep 07 10:43:34
@Choypw Helping them create better value (in use) likely is a better way to increase wom & reduce attrition...
wimrampen

Sep 07 10:35:06
Customers do not want to make choices! Just help them buy. That's customer centricity. Read their mind! #cem #crm #marketing
Choypw

Sep 07 10:30:02
Emotional rooms, Emotional brands, Emotional customer experiences | Beyond Philosophy http://ow.ly/2AnHJ
ColinShaw_CX

Sep 07 09:45:02
If your #brand isn't being considered at first #touchpoint, what does it mean? What can you do to be in the pic again? #cem #cxm
Choypw

Sep 07 09:24:34
The first #touchpoint always starts with a need, and begins in mind. #cem #cxm
Choypw

Sep 07 08:25:02
Ryanair: "Getting from A to B shouldn't be pleasant/ enriching, but quick, efficient, affordable, safe." #servicedesign http://bit.ly/9kNLNI
EffectiveExp

Sep 07 06:48:23
@stevevargo @desigthinkers Ever noticed the similarity between Customer Journey Mapping and Value-in-Use? http://tinyurl.com/ykg9qwb
GrahamHill

Sep 07 04:52:09
The importance of customer experience in a down economy http://www.clearaction.biz/PDFs/CEM_DownEconomy_ExecSummary.pdf
JeanneBliss

Sep 07 04:23:35
@LindaIreland China is always ready for a better #customerexperience. Who's not by the way? To be or not to be, that is the question! #cxm
Choypw

Sep 07 03:53:17
Good ?. It's what they'll pay for that counts. RT @ardinger: Is China ready for a better customer experience? - http://su.pr/2GHxXv
LindaIreland

Sep 07 03:49:03
Quick, fun post: Can it ever be too early to talk #customerexperience? http://bit.ly/9nuVNW
LindaIreland

Sep 07 02:54:14
RT @Choypw: RT @tedcoine: RT @Lifehackersha: Quality & service focus: not an objective but a mentality #custserv http://goo.gl/fb/L1wFH
Reaburn

Sep 07 02:41:27
RT @wimrampen: RT @j4ngis: "Write your own map" http://bit.ly/chJJBQ (by @timkastelle) "be different in a way that makes a difference"
Reaburn

Sep 07 00:10:03
People without information cannot act responsibly. People with information are compelled to act responsibly.
kenblanchard

Sep 07 00:00:08
The wise leader uses process to enable progress, rather than the reverse. #LeadChange #bizwiz
KnowledgeBishop