Brand experience from LinkedIn

Is brand experience emotional, rational, or both? Any examples?

Sally Durcan
Managing Director at Hotcow

Brand experience is definitely emotional - just as long as the core message corresponds accordingly.

Check out our recent world record event with telecoms company Powwownow. We made this event emotional by asking people to join a three-way and showing celebs already doing it - giving people an understanding of how the brand could fit with their lifestyle.
We will have a full case study up soon but in the meantime, see our blog for details and video highlights!

http://www.hotcow.co.uk/Buzz-Blog/are-you-up-for-a-three-way.htm

Carl Lyon
Managing Director The QoE

This will depend on the purpose of the brand, for example mobile operator 02 have a mainly emotional brand as purpose is to enhance life experience. While the utility company National Grid have a rational brand as the purpose is to transport gas and electricity safely.

Keith Fiveson
Customer Experience Officer

Brand experience is both logical and emotional, IQ and EQ, physical and ethereal, connection and communication in unexplainable, rational and non-rational, predictable and unplanned moments of truth.

Marcos Sanchez
Computer Software Professional

There's clearly an emotional aspect as evidenced in this blog I recently read from a startup in the CRM space http://www.nimble.com/blog/2010/11/06/people-wont-remember-what-you-did-or-said-but-they-will-remember-how-you-made-them-feel/

Paul Ward
Managing Partner at Avos Holdings, LLC

Daryl, check out Human Sigma. Much discussion of fMRI in there regarding the locations in the brain that are stimulated by well-loved brands.

However, I suspect your question is not empirical, but regards the entire customer's view of a brand. There is a good deal of "rationalization" that happens in the buying and owning process, wherein a person whose true motivations are emotional attribute rational justifications to their purchase intent or enjoyment of the product. Take a PRIUS. A "green" car. You make the purchase (which is pricey, causing pain) but you get pleasure from "knowing" that you're doing something for the environment. Even better, the dashboard constantly reminds you how the car uses its battery and what your rolling average MPG is. (No pun intended on rolling average.) This "rationalizes" the sacrifice. It's the sacrifice that keeps on giving back.

So is this brand emotional? Rational? Both? I would argue it is 90 percent emotional, but 90 percent RATIONALIZED (that is, reasons are invented to give meaning to the suffering). If the car cost $5000 USD, it would be much less of an emotionally-laden brand.

So you are suggesting that we justify emotion with logic? It's also mentioned in Blink if I remember correctly.

Paul Ward
Managing Partner at Avos Holdings, LLC

Yes, that's exactly true - we "rationalize" our attachments and decisions, even though they are fundamentally emotional. This creates a challenge with VoC programs, which often are survey-driven, and of course surveys are a cognitive tool. It takes some skill to elicit the emotions driving consumer decisions, and often surveys cannot do it. OTOH, some techniques can quantify aspects of consumer perception that are emotionally based without asking questions directly about emotions. For example, Intel used to (and still may) confront consumers in tech stores about to buy a computer with an Intel processor, and would offer them an identical computer but WITHOUT an Intel processor (featuring a competing processor). They would continue to offer that identical computer at a lower and lower price until the consumer agreed to take it. The price differential is the de facto "what I'm willing to pay for Intel". Factored over dozens or hundreds of similar tests, the intangible value of the brand can be determined. Very clever.

The downside of the test is that, once a computer has been selected with Intel inside, there is a cognitive bias to hold onto that computer because of its symbolic role as a choice. This has nothing to do with Intel.

A more comprehensive test would factor out this "I made my choice and I'm sticking with it" cognitive bias by having Intel confront someone buying a computer WITHOUT an Intel processor inside (featuring a competing processor), and asking them one of two questions:

1. "If I offered you an identical computer with an Intel processor for the same price, would you trade?"

2. "If I offered you an identical computer with an Intel processor for price X, would you trade?"

X could be higher or lower. In the case of 1, you could determine with a lot of trials the impact of the "I made my choice and I'm sticking with it" cognitive bias on the first test described above. This can let you factor out that bias to get closer to Intel's intangible value.

In the case of 2, if you offer a lower price, this will also help you quantify the "I made my choice and I'm sticking with it" cognitive bias. As for offering a higher price, now you have another potential cognitive bias: "I prefer a good value." People having made a cheaper choice may just not be able to justify paying ANYTHING more. OTOH, if Intel indeed has a strong brand, then one might expect there to be a premium they would pay above their existing choice which would be acceptable. My prediction is that this premium, in this circumstance, would be less than the "intangible value" premium in the very first test I described at the top. That's OK - it gives you a range for Intel's brand value.

But let's not forget the other lesson here. If Intel is focused on eliciting a quantification of its intangible brand value using tests like this, it is missing half the lesson. Intel - and all companies - must appreciate that non-rational cognitive biases have a HUGE IMPACT ON SALES AND BRAND VALUE. The question is, how do you operationalize these biases in branding, experience, and value proposition?

These answers are critical. These are the domain of CEM professionals.

Rick M.
Brand & Culture Architect

I would certainly say that Brand experience has to have the logical value (the feeling that you solve something in the consumers life) but is much more about emotion.

Behavioral change (not just a single action) takes place because of emotion. This is the true meaning of a 'brand experience'. Brands build loyalty, so the experience should provide the consumer with value (to get them in the door), a vehicle they can relate to (to get them engaged), and a feel good feeling that they not only never want to forget, but one that they also wish to become ambassadors for.

Without those elements it's just marketing.

Tweets of 16-22 Nov 2010

Nov 22 15:30:10
The Future of Advertising: Three Agencies' Visions http://ow.ly/3dzWo via @fastcodesign @jeremyvictor @LindaIreland @ckburgess
Choypw

Nov 22 15:18:34
"Simplicity is the ultimate sophistication." Leonardo da Vinci
Choypw

Nov 22 15:17:36
experiences matter. #cem
Choypw

Nov 22 11:03:41
Many thanx for your RTs! @mickbrougham @penhousedesign @Igology @Diarmaid_Twomey @MarkGhegarty @kkentdesigner @MDDesign @Choypw @jphartigan
thinktank_

Nov 22 10:50:45
The Tube: IDEO Builds a Collaboration System That Inspires through Passion http://ht.ly/3du4P #innovation via @thinktank_
Choypw

Nov 22 10:46:35
I had 10 more followers last week, but lost 10 in one day! lol! I tweet not to have more followers but to learn! Unfollow freely! #FF
Choypw

Nov 22 03:40:39
If you are in love with ENOUGH, you're always in love.
Choypw

Nov 22 03:39:58
Is there a bottom line for ENOUGH?
Choypw

Nov 22 03:39:49
How to define ENOUGH?
Choypw

Nov 22 03:39:41
What is ENOUGH?
Choypw

Nov 22 03:39:12
ENOUGH!
Choypw

Nov 21 17:33:43
@Choypw Thx, Daryl!
Assistly

Nov 21 13:53:40
Engagement is the willingness to walk an entra mile, forward or backward? cc @DonPeppers @wimrampen @GrahamHill
Choypw

Nov 21 11:20:15
Super Customers http://bit.ly/dohRCD via @Assistly | Why another term super customer when it actually means advocate!?
Choypw

Nov 21 10:38:37
@GrahamHill Something else? You mean engagement?
Choypw

Nov 21 10:22:32
@Choypw Something else
GrahamHill

Nov 21 09:55:47
What exactly is customer #engagement http://tinyurl.com/koe64n via @DonPeppers #crm #cem
Choypw

Nov 21 05:34:40
Silent and Listen have the same six letters for a reason: Let the customer speak! #custserv via @KnowledgeBishop
Choypw

Nov 20 18:41:06
Designing Interactive Strategy: From Value Chain to Value Constellation http://tinyurl.com/22otz2g via @GrahamHill
Choypw

Nov 20 17:16:44
@Brainzooming TYVM for sharing. :)
Choypw

Nov 20 17:06:19
@Choypw Use more iStockphoto.com pictures & scan my own drawings into Photoshop. Used to set everything up in PP first, but don't now.
Brainzooming

Nov 20 17:04:01
@Brainzooming So what do you use now for blog graphics?
Choypw

Nov 19 20:20:02
@Choypw Thanks for the RT
Assistly

Nov 19 18:42:38
#FF Faves 2! @Skip7547 @HeidiThorne @BSDalton @BlueOceanTweets @EricJacques @DeliverBliss @TedCoine @Reaburn @Jen_Reyna @AmandaRisi @ChoyPW
WriteTheCompany

Nov 19 18:37:08
Hugh Dubberly on the Experience Cycle http://tinyurl.com/62ldpk via @GrahamHill #cem
Choypw

Nov 19 18:28:16
U r welcome!! RT @DisneyInstitute: So many people to thank this week! @ScottBettinger, @Choypw, @vikkihs, (cont) http://tl.gd/72apve
dianabir

Nov 19 17:21:27
So many people to thank this week! @ScottBettinger, @Choypw, @vikkihs, @tenartemis, @ronalddijkgraaf, @faqsoftware, @dianabir
DisneyInstitute

Nov 19 07:32:49
What Did Maslow Know About Customer Centricity? http://goo.gl/fb/ezOQ3 via @vanbael @ekolsky #cem
Choypw

Nov 19 03:05:42
@Choypw thanks for the retweet!
DavidvanToor

Nov 19 03:05:04
Five Characteristics to Spot in Determining the 'Best' Customers http://is.gd/hk1n2 via @adage @bcarroll7 @lizstrauss #cem
Choypw

Nov 19 03:03:10
The RAPID Loyalty Measurement Approach assesses Retention, Advocacy and Purchasing Loyalty http://tinyurl.com/36qgas4 via @Bobehayes #cem
Choypw

Nov 19 03:00:18
The 5 C's of Customer Experience http://bit.ly/9785FR by @DavidvanToor via @responsetek @clienteerhub #cem
Choypw

Nov 19 02:57:21
Improve Agent Satisfaction to Raise Customer Loyalty and Company Profitability http://bit.ly/cWrNGB via @Assistly #cem
Choypw

Nov 19 02:52:43
Stan Slap on Customer Experience http://bit.ly/aCbLHM via @assistly @tedcoine @jimsmiller @DeliverBliss #custserv #cem
Choypw

Nov 19 01:44:06
Grateful for RT's today from @responsetek @jen_reyna @Choypw @dealertraining @Customers_Shoes @sarah_gore @DeliverBliss @bartdecraene -- TY!
LindaIreland

Nov 18 20:51:07
Thanks 4 the retweet! RT @responsetek: RT @choypw: 2010 Customer Experience Results http://bit.ly/dyaiM4 @josephmichelli #CEM
josephmichelli

Nov 18 18:15:02
RT @choypw: 2010 Customer Experience Results http://t.co/7i9EeSO via @josephmichelli #CEM
responsetek

Nov 18 17:39:38
@Choypw Thanks for mentioning my blog on 2019 Customer experience results http://bit.ly/dmndZ2 #custserv #custexp #cem
josephmichelli

Nov 18 17:35:13
@thinktank_ What exactly are you looking for? Software partners?
Choypw

Nov 18 17:06:04
RT @ChoyPW - Why you shouldn't listen to your #customers (Steve Jobs doesn't) - http://bit.ly/d7kJYg - #CustServ
WriteTheCompany

Nov 18 16:56:30
2010 Customer Experience Results http://t.co/7i9EeSO via @josephmichelli @Customers_Shoes @LindaIreland #cem #cxm
Choypw

Nov 18 16:54:16
Hi @Choypw A friend of TT @dkiernan is evaluating #Asian Life Science markets for potential #software partners // Do you have any contacts?
thinktank_

Nov 18 15:42:59
"Make it personal, use your customers’ names." It doesn't always work. Apply Platinum Rule instead of Golden Rule! #cem #custserv
Choypw

Nov 18 12:05:22
@Choypw Thanks for the RT
Lisa_A_Ford

Nov 18 09:25:01
Zeitgeist!
Choypw

Nov 18 09:19:08
Trust your competitors instead of your customers. #custserv
Choypw

Nov 18 09:18:29
Your best friends are always your worst enemies, as success is the best revenge. #life
Choypw

Nov 18 09:15:36
Why you shouldn't listen to your customers http://bit.ly/d7kJYg #cem #cxm
Choypw

Nov 18 09:10:50
“A man's very highest moment is when he kneels in the dust, beats his breast, and tells all the sins of his life.” Oscar Wilde #life
Choypw

Nov 18 08:36:04
RT @Choypw: What is the difference between #cem and #custServ http://bit.ly/9ROWeM @jimsmiller @customerready
CSMinsight

Nov 18 07:27:15
Driving Profitability by Encouraging Customer Referrals http://is.gd/hkNP1 #maketing #wom #crv via @wimrampen
Choypw

Nov 18 06:45:31
I feel great unfollowing more than 10 people today! My life will definitely be easier! #FF
Choypw

Nov 18 05:32:53
Live a happy life. Die a comfortable death. Amen.
Choypw

Nov 18 03:59:49
Keep creating moments to remember! via @TexasXeina @elisatalk @LoriDavette @SolsurfersUSA @JenKuhnPR
Choypw

Nov 18 01:49:27
@choypw Thanks for the RT! =)
responsetek

Nov 18 01:37:05
Creating great customer experiences is not "nice to do" but "must do". Start looking at touchpoints and get serious. via @Lisa_A_Ford #cem
Choypw

Nov 18 01:35:05
Who is your future customer? http://ow.ly/3bo7b #CEM via @responsetek
Choypw

Nov 18 01:31:02
Measuring Customer Engagement Value: customer lifetime + referral + influencer + knowledge values. #womma via @bcarroll7 @ekaterina
Choypw

Nov 18 01:27:53
What is the difference between #cem and #custServ http://bit.ly/9ROWeM @jimsmiller @customerready
Choypw

Nov 17 23:15:03
Always start with user experience --> http://ow.ly/3btbN #Apple #Design
responsetek

Nov 17 19:43:09
Company culture can't be decreed. You can’t put braces on people’s brains or corrective shoes on their behaviors.
MARTYneumeier

Nov 17 16:55:48
Thanks! Treat Brands as Assets @davidaaker: http://bit.ly/9ZB2es @mnburgess @nedkumar @choypw @gail_nelson @akleinschmidt @aaker @tom_peters
KevinBrandall

Nov 17 16:21:42
Treat the wrong customer right, biz will go bust. Treat the right customer right, biz will gain buck! #custserv #cem
Choypw

Nov 17 14:32:28
Was a lame Sarah Palin joke. Her fave word! RT @Choypw: @JenKuhnPR Do you mean repudiate? cc @DeliverBliss: Most Often Misspelled Words
JenKuhnPR

Nov 17 11:16:46
Should you become an #entrepreneur? http://ht.ly/38aof #startups via @thinktank | At least I've tried.
Choypw

Nov 17 09:16:34
http://www.deliveringhappinessbus.com!!! What's that? Employee experience? Customer experience? Or just marketing? #cem #cxm
Choypw

Nov 17 09:14:41
@Choypw @thinktank_ So glad you also liked those magnificent moon shots - thanks for letting us know
Omaniblog

Nov 17 09:13:23
Playing with the moon http://j.mp/bL32iG via @Omaniblog @thinktank_
Choypw

Nov 17 08:57:29
The Meaningful Business Card of LEGO's CEO #LEGO #CMO http://post.ly/1Crrh via @Emotivebrand #cem
Choypw

Nov 17 07:36:28
Cocreation in 1993-http://bit.ly/a7i320 #business
Choypw

Nov 17 07:31:40
Thanks @ToughLoveforX @jonasthanatos @openworld @danielmckenzie @michelehinojosa @futurescape @futurechat @Choypw for mentions
nedkumar

Nov 17 06:59:49
@JenKuhnPR Do you mean repudiate...? cc @DeliverBliss... Most Often Misspelled Words http://j.mp/bbupib
Choypw

Nov 17 06:30:56
Involve every part of your organization in customer experience management http://bit.ly/bNqeW9 via @clearaction #cem #cxm
Choypw

Nov 17 05:14:49
"We do not remember days; we remember MOMENTS." Cesare Pavese via @lovepeaceunity #cem #cxm
Choypw

Nov 17 03:57:43
Thanks for the tweets & mentions @Marcio_Saito @SMSJOE @barrypeters @Choypw @abhnyc @DebWeinstein @LaurieBick @kr8tr @cvallejo64 @COSCFO
RoyAtkinson

Nov 17 03:06:51
The 10 Brands Commandments by @davidaaker http://bit.ly/9ZB2es via @aaker @KevinBrandall @nedkumar
Choypw

Nov 17 03:03:12
Thanks for coming by tonight @jen_reyna @gregortbach @KarenLocker @tedcoine @Choypw @DebWeinstein @berkson0 @KRCraft #custserv
RoyAtkinson

Nov 17 02:54:30
@Choypw sometimes SMB is the goal. A local shop doesn't need to go worldwide #custserv
action_jay

Nov 17 02:53:03
There is a reason why SMB is SMB, right? #custserv
Choypw

Nov 17 02:51:34
@jen_reyna @royatkinson On 2nd thought, even same touchpoint... may expect different experience depending on firm size. #custserv
Choypw

Nov 17 02:48:32
@jen_reyna @royatkinson Agreed! Make little things count! Easier for local to spot them ! Because they are the little things! #custserv
Choypw

Nov 17 02:44:21
@Choypw OR take your business somewhere else! #custserv
adarchan

Nov 17 02:44:14
@Choypw size & resources r valid points but unfortly, no biz has immunity fr SM -- w/custs online, every biz has target on back #custserv
ABHuret

Nov 17 02:43:13
@royatkinson @Choypw But, no matter what size you are, you must excel at EVERY touchpoint you offer. That is the differentiator. #custserv
jen_reyna

Nov 17 02:43:07
@royatkinson Agreed! More 1-to-1 at local. #custserv
Choypw

Nov 17 02:42:36
@royatkinson @Choypw I think customers expect more out of large companies. More channels, more touchpoints. #custserv
jen_reyna

Nov 17 02:42:06
@Choypw Will happily discuss off-chat. #custserv
RoyAtkinson

Nov 17 02:41:25
Too much for 140. Yes and no. depends on what aspects. RT @Choypw: @royatkinson So size matters after all. :) #custserv
RoyAtkinson

Nov 17 02:41:18
Size still matters. Resources and ability to respond affect #custserv quality. #custserv
Choypw

Nov 17 02:40:40
@Choypw I treally fell bad, then. I expect a "hi Roy!" at my local store, not from Apple. That's part of my experience. #custserv
RoyAtkinson

Nov 17 02:40:15
@royatkinson So size matters after all. :) #custserv
Choypw

Nov 17 02:39:19
@Reaburn @royatkinson Interesting. I usually adjust my expectations downwards when going for local... that's the beauty of #cem! #custserv
Choypw

Nov 17 02:38:57
@Choypw Size matters in resources and ability to respond (24/7/365 staff, for example). Does not matter for excellence in #custserv
RoyAtkinson

Nov 17 02:35:27
Do you expect 6-star services from SMBs? #custserv
Choypw

Nov 17 02:35:23
RT @Choypw: @royatkinson ...and though I may truthfully expect less reliability fr local, it can be a tablestakes characteristic. #custserv
Reaburn

Nov 17 02:34:11
@Choypw @royatkinson. I may expect more fr local biz - higher degree of responsiveness (flexibility) & empathy (knows me) for sure #custserv
Reaburn

Nov 17 02:33:33
@Reaburn @royatkinson Size doesn't matter? Yes and no? #custserv
Choypw

Nov 17 02:31:58
@Choypw @royatkinson expectations vary company-to-company, but size has less to do w/ it than their promises and my past exp. #custserv
Reaburn

Nov 17 02:29:36
@Choypw Unfortunate. I don't get a friendly smile from Apple or Acer. #custserv
RoyAtkinson

Nov 17 02:27:52
Reasonable customers are smart customers. They adjust expectations to make themselves happy! Co-creation? #custserv
Choypw

Nov 17 02:27:11
It's stupid to expect more from firms who don't even have the capability to deliver more. So ADJUST your expectations! #custserv
Choypw

Nov 17 02:26:27
@royatkinson Nope. I expect less from local stores. #custserv
Choypw

Nov 17 02:22:56
@Choypw Then Apple needs to deliver more than Acer for you. But those aren't SMB's. You expect more form your local grocery, no? #custserv
RoyAtkinson

Nov 17 02:21:07
@Choypw but shouldnt you be able to have same expectations of both #custserv
KarenLocker

Nov 17 02:20:29
@Reaburn @royatkinson Not really sure about customer expectations. I expect more from Apple than Acer. #custserv
Choypw

Nov 17 02:18:35
@royatkinson @Choypw Strategy, execution may be different, but customer expectations may not be. #custserv
Reaburn

Nov 17 02:17:38
@Choypw Not necessarily. On some dimensions, (eg. responsiveness, empathy) SMBs may have higher expectations. #custserv
Reaburn

Nov 17 02:14:37
@Choypw Strategy, ability, execution are totally different in small companies as opposed to MNC's, don't you think? #custserv
RoyAtkinson

Nov 17 02:13:46
Will customers have lower expectations on SMBs but higher on MNCs? #custserv
Choypw

Nov 17 02:13:28
@Choypw: #custserv should always be customer-centric, not firm-based. -> I agree
stande

Nov 17 02:08:29
@Choypw @rossrader Welcome! #custserv
RoyAtkinson

Nov 17 02:06:28
#custserv should always be customer-centric, not firm-based. As long as customers are the recipients, why the difference? #custserv
Choypw

Nov 17 02:04:26
Morning from Hong Kong... should there really be any difference between #custserv in MNCs and SMBs? #custserv
Choypw

Nov 16 20:26:41
@SCEvents @psifontes @maxkazen @jaxiwest @DisneyInstitute @michelletrent @paul_mccord @BlueOceanTweets @Choypw Thanks for the RT!
Hyken

Nov 16 18:42:46
Latest SlideShare upload : Designing for service creating an experience... http://slidesha.re/c6MEOX #servicedesign #custsrv #cem
fredzimny

Nov 16 18:15:05
Prioritizing your customer experience efforts... http://ow.ly/3aEJ9 (via @mattduck) #CEM
responsetek

Nov 16 18:02:49
"Be water, my friend." Bruce Lee
Choypw

Nov 16 15:28:37
The Power Of Knowing What The Customer Knows http://tinyurl.com/277n7wf Interview president of J. D. Power and Associates via @Hyken #cem
Choypw

Nov 16 14:58:16
Appreciating you! Thanks for the RTs. @DrSteveBroe @Choypw @schoolmarketer @DorothyDalton @MyCoolTwitt @LogosNoesis
KetelboeterPR

Nov 16 12:27:01
The Ultimate Combination of Startup Business Development Methods http://dlvr.it/8czwT via @arcticstartup
Choypw

Nov 16 09:03:16
Welcome to the Attention Economy http://bit.ly/8Y1q8j via @blogbrevity @orgnet @cnvrgnc @timkastelle #innovation
Choypw

Nov 16 08:57:38
Don’t Innovate; Steal Ideas and Create Value http://bit.ly/bzmTMv #innovation via @innovate @bankervision @erlanovation
Choypw

Nov 16 06:19:53
#TChat... what's it in Hong Kong time...?
Choypw

Nov 16 03:56:03
@Choypw Thank you so much. Nice to connect. #cem
sarah_gore

Nov 16 02:56:24
There's no I in team misses the point. Individual specialization is not the enemy of teamwork; it is its founding principle by @mwbuckingham
Choypw

Nov 16 02:53:43
Can someone tell me what problem Facebook-mail is going to solve for me? via @wimrampen | lol! None!!!
Choypw

Nov 16 02:52:32
The Next Generation of Business Engagement http://bit.ly/9BgvYm via @Assistly #cem #cxm
Choypw

Nov 16 02:47:32
Take a Stance on Customer Experience. http://bit.ly/dfDMRr via @sarah_gore @KetelboeterPR | Another firm offering #cem...
Choypw

Tweets of 9-15 Nov 2010

Nov 15 23:58:11
Posted: Customer experiences are only as strong as their weakest link http://bit.ly/dh16To #cem #custserv
vanbael

Nov 15 21:25:29
XOX U back :)) @HeatherEColeman Twitter hugs: @Choypw @KetelboeterPR @JenKuhnPR @PaulWVoss @smaxbrown @tedcoine @K... http://tl.gd/70507i
Nussknackerin

Nov 15 20:15:03
Nice video! RT @choypw: The Surprising Truth About What Motivates Us http://fb.me/O6kGWXJu via @method_inc
responsetek

Nov 15 18:55:29
Thx @ralph_ohr @BATHSTEP @DeliverBliss @tristanbergh @ztraveler88 @Jabaldaia @thvanthof @jukkaam @Choypw @nedkumar @feistycoach 4 RT's :)
wimrampen

Nov 15 18:21:17
Only one out of 250 salespeople exceed their targets. What's the trouble? http://s.hbr.org/cmJvap via @HarvardBiz #sales
Choypw

Nov 15 17:05:04
RT @choypw: Turning the lost & found into customer service http://bit.ly/dyFkFN via @sernovitz @bcarroll7 #custserv #cem
responsetek

Nov 15 16:52:24
@Choypw no problem :)
Customers_Shoes

Nov 15 16:25:16
The Surprising Truth About What Motivates Us http://fb.me/O6kGWXJu via @method_inc
Choypw

Nov 15 16:24:52
RT'ing Thx to...@DrewMadeOFF @tweety_bird81 @CanadianMgmt @EngageEmployees @VKazadarova @Choypw @senendp @Kevin_in_ATL @marklacher
AMAnet

Nov 15 16:08:35
Turning the lost & found into customer service http://bit.ly/dyFkFN via @sernovitz @bcarroll7 #custserv #cem
Choypw

Nov 15 15:50:09
yup. Why "the customer is always right" is wrong - http://anni.es/b0PXQr #cxp #cem
cxpbootcamp

Nov 15 15:40:00
The Staying Power of Pop-Up Stores - a new wave of temporary stores peddles experiences, not goods http://bit.ly/cHl9rl via @joepine #cem
Choypw

Nov 15 14:37:25
#custserv is just one component of customer experience via @jaffejuice #cem #cxm
Choypw

Nov 15 13:32:23
Using Customer Journey Maps to Improve Customer Experience http://s.hbr.org/bcdeXq via @HarvardBiz #cxm #cem
Choypw

Nov 15 11:26:15
@Customers_Shoes Bad link? I've got the book! TYVM!
Choypw

Nov 15 08:10:14
What exactly is open #communication? Say What You Mean and Mean What You Say! How difficult is it? #BeTheOne
Choypw

Nov 15 04:55:57
Mapping your Customer's jobs by understanding what they are trying to get done, not what they are doing http://bit.ly/9XZwbp via @wimrampen
Choypw

Nov 15 03:26:53
Brand Driven Innovation: strategies for development & design http://is.gd/h4g4c by @roscamabbing via @wimrampen
Choypw

Nov 15 03:25:36
Why Best Practices Are Hard to Practice (Harvard Biz) #Management | http://ht.ly/38Pql via @AMAnet
Choypw

Nov 14 20:49:00
HUGS! :) RT @HeatherEColeman: Twitter hugs: @Choypw @KetelboeterPR @JenKuhnPR @PaulWVoss @smaxbrown @tedcoine @KnowledgeBishop @EmileMeck
skip7547

Nov 14 17:26:11
Twitter hugs: @Choypw @KetelboeterPR @JenKuhnPR @PaulWVoss @smaxbrown @tedcoine @KnowledgeBishop @EmileMeck @skip7547 @Nussknackerin
HeatherEColeman

Nov 14 13:37:47
The Next BIG Thing are the BASICS!
Choypw

Nov 14 09:15:19
Ten Words that Build Trust by Futurelab http://bit.ly/boDsxy via @AddToAny @ShaunSmith_CEM #cem #cxm
Choypw

Nov 14 04:50:56
"A boss knows how. A leader shows how." Anonymous via #RealLeadership #LeadSwag @heatherecoleman @KetelboeterPR
Choypw

Nov 13 21:00:06
We have ONE boss, the CUSTOMER, who can fire ALL of us by spending elsewhere. - h/t Sam Walton via @choypw #custserv
KnowledgeBishop

Nov 13 14:14:33
I connect only with people who are relevant to what I'm interested. #ideachat
Choypw

Nov 13 14:10:54
RT @Brainzooming: Agree, think the term is a misnomer. RT @Choypw: A network of weak links? Why not strong links? Q1 #ideachat
blogbrevity

Nov 13 14:10:16
Agree, think the term is a misnomer. RT @Choypw: A network of weak links? Why not strong links? Q1 #ideachat
Brainzooming

Nov 13 14:10:11
@wimrampen Yes... Hope @GrahamHill is here too. #ideachat
Choypw

Nov 13 14:10:07
@wimrampen @Choypw what is topic?
doctorjeff

Nov 13 14:09:29
@Choypw Yep.. I thought I'd pitch in. interesting topic today #ideachat
wimrampen

Nov 13 14:09:06
A network of weak links? Why not strong links? #ideachat
Choypw

Nov 13 14:08:38
@Brainzooming Thank you. :) #ideachat
Choypw

Nov 13 14:08:04
@wimrampen Great to see you here! lol! #ideachat
Choypw

Nov 13 14:02:51
Cool... I think we're already superconnecting... #ideachat
Choypw

Nov 13 14:01:59
"@Choypw Here's the setup piece for #ideachat: http://bit.ly/superconnect
#ideachat"
Brainzooming

Nov 13 14:01:37
@Choypw Welcome! See details here > http://bit.ly/superconnect - Serendipity, Weak Links & the Spread of #Ideas #ideachat
blogbrevity

Nov 13 14:00:25
New from Hong Kong. Any specific topic? #ideachat
Choypw

Nov 13 13:58:22
Feature is tangible characteristics. Benefit is intangible advantage. But both F&B should be WIIFM-based. #sales #cem #cxm
Choypw

Nov 13 13:26:19
What's the purpose of #FF? It never works for me.
Choypw

Nov 13 12:50:06
Unfortunately, some companies think the shareholder is the boss... RT @tedcoine: RT @Choypw "only 1 boss, customer..." Sam Walton #custserv
guy1067

Nov 13 11:18:10
The Facts on P&G’s Connect+Develop Program http://bit.ly/bOuPNk via @absolutesubzero @lindegaard
Choypw

Nov 13 10:16:32
RT @Choypw "There is only 1 boss, the customer. They can fire everybody by simply spending their money somewhere else" Sam Walton #custserv
tedcoine

Nov 13 08:37:21
touchpoint mapping is just detailed version of any buyer decision process, such as AIDA. #cem #cxm
Choypw

Nov 13 08:18:37
RT @Choypw "There is only 1 boss, the customer. They can fire everybody by simply spending their money somewhere else" Sam Walton #custserv
CoCreatr

Nov 13 07:10:24
11 principles for progress and business: The Shibumi Strategy http://bit.ly/d0UEMg via @SAlhir @matthewemay @CoCreatr
Choypw

Nov 13 01:19:31
The Value of Ignorance http://bit.ly/9yo5ZZ via @responsetek @katenasser @Leadershipfreak #Leadership #Teamwork #LeadBiz
Choypw

Nov 12 17:06:48
RT @writethecompany: #FF! @DeliverBliss @Choypw @gloriakcheung @STELLAshopper @tracibrowne @bsdalton @expertinservice @RichardNatoli
responsetek

Nov 12 16:37:36
It's interesting to see the never-ending new concepts from the West. In China, The Book of Change and The Art of War are good enough.
Choypw

Nov 12 16:26:33
"You complete me." The Joker... Without bad #custserv, there is no good #custserv.
Choypw

Nov 12 15:34:25
"One form of creativity is taking two completely different things & putting them together" via @DisneyInstitute @sarah_waters
Choypw

Nov 12 15:22:27
"There is only one boss, the customer. They can fire everybody by simply spending their money somewhere else" Sam Walton #custserv
Choypw

Nov 12 15:17:30
RT @bdwallace: RT @LitsaAhern @Choypw: What everyone in a company does is 1 of 2 functions: to serve the customer or serve someone who does.
elliotross

Nov 12 15:07:57
Rationally, a touchline starts with a need. Emotionally, a touchline starts with an awareness. #cem #cxm
Choypw

Nov 12 14:41:22
#FF! @DeliverBliss @PricingRight @ChoyPW @GloriaKCheung @STELLAshopper @TraciBrowne @BSDalton @ResponseTek @ExpertInService @RichardNatoli
WriteTheCompany

Nov 12 14:32:50
RT @LitsaAhern @Choypw: What everyone in a company does is 1 of 2 functions: to serve the customer or serve someone who does.
bdwallace

Nov 12 14:18:03
Love this! RT @Choypw: What everyone in a company does is 1 of 2 functions: to serve the customer or serve someone who does. #custserv
LitsaAhern

Nov 12 14:10:52
"What everyone in a company does can be reduced to 1 of 2 functions: to serve the customer or serve someone who does." Deming #custserv
Choypw

Nov 12 14:04:34
Employee Engagement in Superior Customer Experience http://bit.ly/cVH36o #cem #cxm
Choypw

Nov 12 13:54:23
Every touchline starts with a need. #cem #cxm
Choypw

Nov 12 12:32:01
Value chain is no longer enough. Brand should be included to extend the chain, or the BCE chain... brand-customer-employee.
Choypw

Nov 12 04:22:32
#twitter is definitely getting it wrong! Get the basics right first! Offer backup as it's always unstable! Fix tweet count! @support #fail
Choypw

Nov 12 04:04:59
When customers market and develop products via @JeanneBliss http://lnkd.in/_CpAfY #cem #cxm
Choypw

Nov 12 03:23:03
To employees, firm empowers them to deliver brand promise to customers. 3/3 #cxm #cem
Choypw

Nov 12 03:22:21
To customers, they experience the brand via goods and services, or employees. 2/3 #cem #cxm
Choypw

Nov 12 03:21:35
To firm, employees serve as bridge between brand and customers. 1/3 #cem #cxm
Choypw

Nov 12 02:24:38
I receive about 300 tweets every day. But I only click on 5-10 tweets. Effective?
Choypw

Nov 11 17:06:34
Great article! RT @gloriakcheung: Best Practices in Client Experience Strategy: Disney - http://bit.ly/9gc6C6 #cem
jimsmiller

Nov 11 05:56:40
Should I give up on #Twitter? 3 days! Or should I live with the wrong tweet count!? @twitter @support #fail
Choypw

Nov 10 23:10:09
The Employee Interview: Your Gateway to Earning Customer Referrals http://bit.ly/96BIo4 #Net Promoter
JeanneBliss

Nov 10 21:25:25
"MITSloan gives good writeup on Back o' Napkin. http://tiny.cc/iw4lr
Ironic: 12 years ago I designed their website... using napkins."
dan_roam

Nov 10 21:20:02
Brand experience sets expectations. Customers experience brand via employees. Happy employees happy customers. via @Choypw: #cem #cxp
gregbeavers

Nov 10 20:36:57
Brandlines: If and when brands begin and end? http://goo.gl/fb/W7xAJ #sales
YourCustomers

Nov 10 19:55:03
RT @choypw: Brand experience sets expectations. Customers experience brand via employees. Happy employees happy customers. #cem #cxm
responsetek

Nov 10 19:20:03
Love it! RT @mkcallconsult: "Your career is your business, and you are its CEO" - Andrew Grove, former CEO of Intel. #quote
responsetek

Nov 10 18:25:47
Six Ways Leaders Can Fuel Excellence at Anything via @HarvardBiz http://bit.ly/6ways2fuel | Easier said than done!
Choypw

Nov 10 18:24:49
Join me for the Future of Marketing -- 60 leading thinkers, 60 seconds each, 60 key insights: http://j.mp/fom10 #FOM10
JeanneBliss

Nov 10 18:02:47
Brand sets customer expectations. Employees manage them. #cem #cxm
Choypw

Nov 10 17:35:13
When are you willing to fix the tweet count, @Twitter? @support #fail
Choypw

Nov 10 17:15:22
RT @jimsmiller: RT @Choypw: Using Touchpoint Effectiveness Analysis to Improve the Customer Experience http://bit.ly/bRHdkq #cem #cxm
responsetek

Nov 10 17:14:29
Brand experience sets expectations. Customers experience brand via employees. Happy employees happy customers. #cem #cxm
Choypw

Nov 10 11:50:50
Thnx for Tue Tweets! @Choypw @DaleHartnett @SocialMiss @ronaldcoyle @debmorello @spellbrand @ealvarezgibson @ExplodingSoul @ctabel
Brainzooming

Nov 10 08:22:50
At last: A coherent capabilities model for innovation courtesy of Booz & Co http://tinyurl.com/266n42a
GrahamHill

Nov 10 08:21:09
I'm really amazed at @Twitter. They really ignore you! lol! #cem #cxm #fail @support
Choypw

Nov 10 07:47:07
Client at lunch: "Statements of the obvious are almost always annoying." via @LindaIreland | What's obvious? No common sense?
Choypw

Nov 10 03:43:57
@Choypw @Reaburn I'm in. #touchpoint
bsdalton

Nov 10 03:30:34
@bsdalton @Reaburn Shall we start #touchpoint chat? I love this topic most, and have been studying it for past 10 years... :S
Choypw

Nov 10 03:29:05
If execute well, more touchpoints = more opportunity to serve, create successful outcomes and brand advocacy via @Reaburn @bsdalton #cxm
Choypw

Nov 10 03:25:48
Brand awareness drives preference via @60SecondTweets @Brainzooming #KCDMA | Awareness is awareness. #cem drives preference.
Choypw

Nov 10 03:22:34
Why do so many #cxm programs focus on mapping existing touchpoints, not end-to-end Customer's journey? via @wimrampen | Journey has no end
Choypw

Nov 10 03:04:07
You do not TELL people what you are: You SHOW them through interactions at every touchpoint via @AndrewMueller | Interaction=touchpoint
Choypw

Nov 10 02:56:34
@Twitter has the worst #custserv. They set up @support but nobody ever write back. #custserv
Choypw

Nov 10 02:55:39
@Choypw great quips coming in, keeping an eye out for ya amisdt the jittery stream #custserv
action_jay

Nov 10 02:55:28
@RichardNatoli Appreciate much. :) #custserv
Choypw

Nov 10 02:54:42
@Choypw I replied to you a bit ago. :) #custserv
RichardNatoli

Nov 10 02:54:21
Thanks for coming @JEDI4ALL @carolyn_ray @Prof_Tran @fredmcclimans @emergentinsight @sayata @Choypw @SophisticateWed @mjayliebs #custserv
royatkinson

Nov 10 02:54:10
@Choypw I saw other tweets to yyou too - check?
MarshaCollier

Nov 10 02:53:32
@MarshaCollier Thank you. At least I now know I'm communicating with someone. :) #custserv
Choypw

Nov 10 02:52:12
@Choypw Yes you are being heard and have valid points. But does this work outside of a technical environ in your view? #custserv
FreddyAH

Nov 10 02:51:27
@Choypw Sorry, so many fast tweets tonight. Hard for everyone to keep up #custserv
MarshaCollier

Nov 10 02:51:05
Hello? Am I being heard? #custserv
Choypw

Nov 10 02:48:06
@Choypw I disagree. If you script service you are not providing personal service. You are simply cutting corners b/c you are lazy#custserv
RichardNatoli

Nov 10 02:47:18
There is nothing wrong with scripts after all. There is only something wrong with those who design scripts. #custserv
Choypw

Nov 10 02:38:02
10% scripts must-have. 20% nice-to-have. 70% nice-not-to-have. Choose wisely! #custserv
Choypw

Nov 10 02:36:19
@Choypw I know of people who were fired for not sticking to scripts. And they were superb reps once they were allowed to work. #custserv
royatkinson

Nov 10 02:31:11
@choypw Hi there! Actually I'm looking for someone from mainland China. Thanks though! And thanks for the RT. Tell me when you're in KL.
ErikPosthuma

Nov 10 02:30:56
Scripts are only guidelines. Quality #custserv reps use their own scripts! #custserv
Choypw

Nov 10 02:28:29
When #custserv reps serve with heart, no scripts are needed. When they serve with head, even with scripts they still know nothing. #custserv
Choypw

Nov 10 01:56:21
Welcome to the #custserv chat @action_jay @Choypw @KRCraft @Ramon_DeLeon @knomura @Workerbeep @saltpeppergroup
royatkinson

Nov 10 01:32:18
@Choypw I believe in empathy. Powerful stuff!
KnowledgeBishop

Nov 10 01:30:10
@Choypw I agree a lot of #custserv reps are shut down, 'robotic' from trying to fit everything through logic gates. It's a shame
action_jay

Nov 10 01:27:48
Voice of call center (the scripts) is everything. Voice of customer is nothing. lol! #custserv
Choypw

Nov 10 01:26:17
Why call center needs scripts at all if nobody is talking like a human? #custserv
Choypw

Nov 10 01:25:36
@Twitter set up this stupid @support. But when you write them, they never reply. #custserv
Choypw

Nov 10 01:24:54
But it's better than nothing... at least there is someone who talks to you! @Twitter? Gee... nothing! #custserv
Choypw

Nov 10 01:24:05
They think like robots. They act like robots. They talk like robots! #custserv
Choypw

Nov 10 01:23:43
People not only from call center but everywhere are just like robots! #custserv
Choypw

Nov 10 01:23:04
Death of scripts in call center! lol! How about death of empathy? #custserv
Choypw

Nov 10 01:20:11
@Choypw we'll be talking about the death of scripts in the call center. #custserv chat starts soon!
action_jay

Nov 10 01:19:06
Hi. What's the topic for today? #custserv
Choypw

Nov 09 22:55:05
RT @expertinservice: RT @BethHarte Saturday Morning Reads: Is Your Customer’s Experience Authentically Real or Fake? http://bit.ly/coK7Hd
responsetek

Nov 09 19:45:05
Great read~ RT @themarketingguy: What is the Importance of Taglines in Branding? http://ow.ly/36V7W
responsetek

Nov 09 18:32:54
Emotion is involved in any buying decision. More brand emotions, more likely to buy product. @60SecondTweets #KCDMA
Brainzooming

Nov 09 18:16:10
TYVM! @Leadagers @ChoyPW @BSDalton @KRCraft @Shomack12 for RTs ... and @STELLAshopper @GloriaKCheung @TraciBrowne for blog post mentions/RTs
WriteTheCompany

Nov 09 17:10:02
Good read! RT @choypw: Create Truisms and Make Every touchpoint Count http://bit.ly/aJa5mK #cem #cxm
responsetek

Nov 09 16:59:43
@Choypw Daryl, just write to me --can't wait to talk to you. alyson[at]assistly.com
Assistly

Nov 09 16:43:15
Free ebooks on Customer touchpoint http://bit.ly/ddZNys #cem #cxm
Choypw

Nov 09 16:40:55
RT @Choypw: Using Touchpoint Effectiveness Analysis to Improve the Customer Experience http://bit.ly/bRHdkq #cem #cxm
jimsmiller

Nov 09 16:40:22
Using Touchpoint Effectiveness Analysis to Improve the Customer Experience http://bit.ly/bRHdkq #cem #cxm
Choypw

Nov 09 16:39:02
Create Truisms and Make Every touchpoint Count http://bit.ly/aJa5mK #cem #cxm
Choypw

Nov 09 16:38:14
touchpoint creates experience, and forms relationships. #cem #cxm
Choypw

Nov 09 16:35:42
#Twitter is not listening at all! My tweet count is simply NOT right! @Twitter!? Hello? Are you deaf? Is there any @support? #fail
Choypw

Nov 09 16:23:12
experience is the evaluation of value created at touchpoint. #cem #cxm
Choypw

Nov 09 15:57:44
@Choypw Thanks for the RT!
crmetrics

Nov 09 15:05:28
Ten words that build trust http://su.pr/2wTLgA #Neuromarketing
rogerdooley

Nov 09 14:07:41
Thanks for the recent RTs and info - @Bosswerty @LaurieHosken @erin_lee83 @rickross10 @Choypw
JasonSpector

Nov 09 11:06:47
Service design on a poster: The customer journey canvas http://bit.ly/9mscXH via @ErikPosthuma @iammrwong #cem #cxm
Choypw

Nov 09 08:17:46
@Agotthelf @aponcier @nedkumar @tdrencak @Choypw @piplzchoice @spirospiliadis @rsarasua @tomasacker @CATREAL @PaulSweeney thx 4 RT's :)
wimrampen

Nov 09 07:17:30
A birth, a death, and a while lot in between. Maybe one day I'll understand this mess of a world. #fb
meannie

Nov 09 01:50:50
@support @twitter Something's wrong with #Twitter count?
Choypw

Nov 09 01:45:46
Fundamental breakdown or inconsistency can call entire relationship into question. Make core little things count! #cem #cxm
Choypw

Nov 09 00:03:21
"The 6th Law of #cem" http://ow.ly/35gqh // Great series of posts, starting with http://ow.ly/35goO via @MichaelHinshaw #cxm
Choypw

Tweets of 2-8 Nov 2010

Nov 08 23:38:08
It is the people, Duh! Are you a 10? by @josephmachelli http://bit.ly/bZV2rV #custserv @cem
jimsmiller

Nov 08 21:51:22
Seven Keys to Building Customer Loyalty--and Company Profits http://bit.ly/dsF1YM #custserv #cem
jimsmiller

Nov 08 21:39:16
Boycotts, anger, petitions: Many women comment after this post re: o.b. Ultra #Tampons - http://bit.ly/9F0r4M
WriteTheCompany

Nov 08 21:32:22
@Choypw you said world would be better off without Internet & mobe phones - I said we just need to use them to connect right people 4value
Metaphorage

Nov 08 21:13:29
Using Behavioural Psychology to Enhance the Customer Experience | @FinancialPost - http://bit.ly/atZay6 - #cem #CustServ
WriteTheCompany

Nov 08 20:35:07
View my new presentation! Chief Customer Officer Virtual Boot Camp, Installment 1. http://slidesha.re/9Fg6c7
JeanneBliss

Nov 08 20:10:05
Do or do not. There is no try. – Yoda
SunniBrown

Nov 08 20:05:31
The Service Dominant Mindset http://bit.ly/d3bDwg
wimrampen

Nov 08 19:51:48
Companies too obssesed with competitive advantage - focus on customer advantage! #cem #cxm #experience
LiorStrativity

Nov 08 19:16:52
New 'Knuggets & Knuckleheads' Blog Post: Customer satisfaction is doomed by failing the fundamentals. http://bit.ly/aAN7Qw #cctr #callcenter
crmetrics

Nov 08 18:16:35
3 Steps to Positive experience http://bit.ly/9QLwOl #cem #cxm
Choypw

Nov 08 17:23:31
Is brand experience rational, emotional, or both? #cem #cxm
Choypw

Nov 08 16:36:35
@bsdalton Thank you! :)
Choypw

Nov 08 16:22:33
@Choypw good paper on virtual customer communities and co-creation bit dated but good framework http://bit.ly/bHYBfI #vcc #innovate
bsdalton

Nov 08 16:18:49
Outside Innovation - even company can create "outsiders" that look more like customers @Choypw http://bit.ly/apFGmQ #innovate #cxe
bsdalton

Nov 08 15:01:44
@Choypw I've noticed a lot of accounts experiencing the issue. It looks like #Twitter is keeping count of what you just tweeted today.
MiaAquinoCNN

Nov 08 14:37:30
@MiaAquinoCNN Same here. Something's wrong with #Twitter. #fail
Choypw

Nov 08 14:18:36
@Twitter #Twitter count is wrong.
Choypw

Nov 08 13:49:42
Appreciate the RTs & mentions :-) @Omaniblog @hyblis @AnnieCorriveau @StevieGrainger @fivenineteen @Choypw @@Hanimeli @Jabaldaia @MDDdesign
thinktank_

Nov 08 13:48:45
#Twitter favorites are lost!?
Choypw

Nov 08 13:48:07
#Twitter count is wrong!?
Choypw

Nov 08 13:15:39
Designing the Customer Experience http://j.mp/cKyL5H via @conversationage #cem
DeliverBliss

Nov 08 13:00:27
"Blaming the customer for failure is not usually a very effective means of improving things."
flowchainsensei

Nov 08 12:55:24
Thank you all for the RTs - @hmda @Reaburn @estabanrr @artduservice @KRLeitzen @lrmeyer747 @JeffreyJKingman @responsetek @Choypw @jedlangdon
ericjacques

Nov 08 09:39:29
Mapping your Customer's jobs by understanding what they are trying to get done, not what they are doing http://bit.ly/9XZwbp
wimrampen

Nov 08 06:53:18
@Metaphorage You're referring to...?
Choypw

Nov 08 04:23:15
@ErikPosthuma She's from HK but now she lives in Malaysia.
Choypw

Nov 08 01:24:49
@choypw Hi! From HK or Mainland China?
ErikPosthuma

Nov 08 01:04:28
Yes & No @Choypw We can use these 2 better connect those who want to make a difference: not right or wrong - how applied #BeTheOne
Metaphorage

Nov 07 22:29:28
Character is built by repeatedly choosing "best" over "easiest."
KnowledgeBishop

Nov 07 20:06:52
The Second Phase of Co-creation: Co-implementation http://bit.ly/arCNUY Good question..
wimrampen

Nov 07 18:04:55
Co-creation is about we serving them. #vcc
Choypw

Nov 07 17:36:18
Do you deliver emotional value? How the little guy beat Coca Cola! http://bit.ly/aFQYxO
9INCHmarketing

Nov 07 16:12:18
#Federer wins! It's his 65th title! Hooray!!!
Choypw

Nov 07 12:08:44
Really!?! "@mllyssa: Facebook is where you lie to your friends. Twitter is where you're honest with strangers."
Gauravonomics

Nov 07 08:07:37
The world would definitely be a better place without mobile and Internet. #BeTheOne
Choypw

Nov 07 06:12:56
Thanks @Choypw @wwjimd @LockSchuppen @jonhusband @fredzimny for the RTs.
nedkumar

Nov 07 05:27:10
While ACCURACY (veracity) is always a desired goal, PRECISION (consistency & repeatability) is the key to a successful measurement process
nedkumar

Nov 07 04:11:48
@Choypw Will you give us an interview? resp: http://tinyurl.com/2fdzjnr
creative_cd

Nov 07 03:56:05
Now. New. Renew. Next.
Choypw

Nov 07 03:01:43
It's too late, you've already read this.
torley

Nov 07 01:39:44
@JoeCushnan @Choypw rudeness is always wrong.
tedcoine

Nov 06 21:14:53
@Choypw @tedcoine Hmmm! Customer rudeness-big debate (beyond Twitter). Some rudeness MAY be provoked, but sometimes its just plain wrong.
JoeCushnan

Nov 06 20:07:41
Some good points on knowing, acquiring, converting and retaining loyal customers by @probles http://ecly.co/aGEBRB (via @ariegoldshlager)
nedkumar

Nov 06 20:07:21
The Value in Values: Zappos Culture Evangelist Donavon Roberson (@zappos_Drob) http://bit.ly/ceOKjM #ctss #custserv
Reaburn

Nov 06 19:46:12
@Choypw yes. Challenge is not letting pendulum swing too far other way. Balancing act. Good topic!
bsdalton

Nov 06 19:21:42
@JoeCushnan @tedcoine But everyone has the "choice" to be rude. We need to help them choose. #custserv
Choypw

Nov 06 19:18:42
@bsdalton I'm afraid they're already too active? No?
Choypw

Nov 06 19:04:02
@Choypw I think firm should play more active role. It's not handing over responsibility, it's active partnering.
bsdalton

Nov 06 19:00:20
Co-creation - firm needs to actively participate via @bsdalton #cem #vcc | Firm = Invisible hand only to deliver whatever is requested?
Choypw

Nov 06 18:54:08
@Assistly Any requirements to contribute to your CRM blog?
Choypw

Nov 06 18:50:44
@Choypw co-creation - firm needs to actively participate. #cem #vcc
bsdalton

Nov 06 18:44:31
If co-creation is the next big thing, then firm only needs to provide platform for everyone to interact and create experiences. #cem #vcc
Choypw

Nov 06 18:34:23
Win hearts by respect. 3/3 #management
Choypw

Nov 06 18:34:04
Win minds by commonsense responses. 2/3 #management
Choypw

Nov 06 18:33:15
True buy-in is achieved by winning hearts and minds. 1/3 #management
Choypw

Nov 06 18:27:30
Emotional commitment is the core of true buy-in. #cem #cxm
Choypw

Nov 06 15:51:28
@choypw Yes!
meannie

Nov 06 15:33:52
Myth: Change starts at the top. Fact is, it usually doesn't. Remember: You don't have to be an admiral to rock the boat. Keep rocking.
profhamel

Nov 06 14:27:10
@tedcoine @Choypw No one has a "right" to be rude. The customer is not always right but is always essential! http://tinyurl.com/2w2jahs
JoeCushnan

Nov 06 14:23:54
Absolutely true ! RT @tedcoine @RT @Choypw Customer pays for the right to be rude ! #custserv #serviceclient
artduservice

Nov 06 14:20:45
RT @tedcoine: RT @Choypw: Customer pays for the right to be rude! #custserv /Love it! True!! (Though shame on those who are). THX TED!
ellenfweber

Nov 06 14:19:38
RT @Choypw: Customer pays for the right to be rude! #custserv /Love it! True!! (Though shame on those who are).
tedcoine

Nov 06 14:18:30
Customer pays for the right to be rude! #custserv
Choypw

Nov 06 14:06:54
Emotion is all that matters. People will spend their last nickel to have fun! #cem #cxm
Choypw

Nov 06 13:59:48
Don't tell people how great you make your products; tell them how great your products will make them. #marketing
Choypw

Nov 06 13:56:14
"Not my will, but thine, be done." PT Barnum #marketing
Choypw

Nov 06 08:30:55
Hi, thanks for theRT :) @jimsmiller: RT @Choypw: Basics 1st, delight 2nd: http://bit.ly/cDKhOC via @Assistly | (cont) http://tl.gd/6r70oc
ThinkAboutCRM

Nov 06 08:30:02
The New Arithmetic of Collaboration http://t.co/H3K6PQf
wimrampen

Nov 06 07:09:06
What’s the Value in a Brand Name? - http://on.mash.to/ap5X2A
mashable

Nov 05 19:43:10
@meannie Do you mean @Choypw?
Choypw

Nov 05 19:24:14
Simplicity in writing demonstrates clarity in thinking via @thinktank_ @JasonSpector | So true!
Choypw

Nov 05 16:39:38
Why Passion Means Profit http://goo.gl/fb/pvrym
SustainableB1z

Nov 05 16:25:05
Here in Hong Kong, most users have more than 1 mobile for different purposes. One for work and one for personal. #profschat
Choypw

Nov 05 16:21:14
Mobile is an everywhere anytime touchpoint! #profschat
Choypw

Nov 05 16:17:18
One problem with mobile marketing: permission to "intrude into" personal life? #profschat
Choypw

Nov 05 16:15:40
@MarketingProfs Thank you. :)
Choypw

Nov 05 16:14:22
@Choypw Jump in! Participate! Ask away! *DEFINITELY* no keeping your mouth shut on #profschat! (Unless you want to.)
MarketingProfs

Nov 05 16:13:00
@MarketingProfs Oh sorry! Is it supposed to be a one-way thing? Should I keep my mouth shut?
Choypw

Nov 05 16:12:10
So true. Good morning group! RT @CKsays: RT @Choypw: People are always on the go nowadays, especially w/ introduction of iPhone. #profschat
pprothe

Nov 05 16:10:18
@Choypw True. The iPhone changed everything. #profschat
MProfsEvents

Nov 05 16:09:47
@Choypw: Exactly! #ProfsChat
CKsays

Nov 05 16:09:36
Mobile reaches customers real-time everywhere. #profschat
Choypw

Nov 05 16:07:53
People are always on the go nowadays, especially with the introduction of iPhone. #profschat
Choypw

Nov 05 16:04:45
RT @choypw: Great Minds Think Unlike via @thinktank_ << Thanks Daryl - Glad you like our pay off line!
thinktank_

Nov 05 14:38:20
From Lip Service to Passionate Action http://slidesha.re/9hpAaG by @JeanneBliss via @ericjacques #cem #cxm
Choypw

Nov 05 13:55:03
RT @Choypw: Basics 1st, delight 2nd: http://bit.ly/cDKhOC via @Assistly | Rational needs must-have, Emotional needs differentiate #cem
jimsmiller

Nov 05 13:51:52
@Choypw Looks Great! Thanks Daryl!!!
tedcoine

Nov 05 13:39:32
@tedcoine Try this? http://www.socialmediasalarysurvey.com/
Choypw

Nov 05 13:27:26
@Choypw Looking for compensation range for Social Media leader of US enterprises. Anything?
tedcoine

Nov 05 12:56:48
@tedcoine What can I do for you?
Choypw

Nov 05 10:22:39
@choypw Google far too undifferentiated to get the good info.
pgreenbe

Nov 05 10:20:42
@GrahamHill @pgreenbe The Google model?
Choypw

Nov 05 10:17:15
@pgreenbe If everyone is sharing everything to everyone. How do we cut through the clutter to get to the real nuggets of information?
GrahamHill

Nov 05 10:14:44
Why touchpoint experience? Because experience happens at touchpoint. #cem #cxm
Choypw

Nov 05 09:57:11
#scrmsummit Showing the 8 building blocks of Gartner CRM - vision, strat., cust exp, org. collab., process, cust. interaction, technology
pgreenbe

Nov 05 09:49:20
Innovation is about NOT taking things for granted. Leonardo da Vinci is the perfect example. #BeTheOne #LeadChange
Choypw

Nov 05 09:33:42
Great Minds Think Unlike via @thinktank_
Choypw

Nov 05 09:32:49
Homogenized thinking leads to dysfunctional results http://ht.ly/33EPZ via @thinktank_ | No I in TEAM
Choypw

Nov 05 04:25:42
@Choypw Thank you for RTing!
Assistly

Nov 05 04:18:31
Sustainability a journey, not a destination http://bit.ly/bPa4HT
Choypw

Nov 05 03:47:13
#cem is nothing if both employee and brand experiences suck!
Choypw

Nov 05 03:46:07
Basics first, delighting second: http://bit.ly/cDKhOC via @Assistly | Rational needs must-have, Emotional needs differentiate or die! #cem
Choypw

Nov 05 00:25:38
Thanks for #CTSS Day 2 RTs! @abalog @AvnetComms @Choypw @partnerpedia @bsdalton @jedlangdon @FinancialPath @CustomerMGMTIQ
Reaburn

Nov 04 22:17:49
Empathy as a service quality dimension: become a student of your customners' needs. #ctss
Reaburn

Nov 04 20:00:00
The Brave New Business Model for CRM - destinationCRM.com http://bit.ly/9RUKEu
Assistly

Nov 04 17:29:53
@Choypw @wimrampen @nedkumar Write to the authors. One of them will send you a pdf. Then you email it around
GrahamHill

Nov 04 17:05:04
RT @splove1: The magic ratio: It takes 5 positive interactions for every negative one. ~Tom Rath #communication #custserv #business ^KK
retexperience

Nov 04 16:43:36
@wimrampen @grahamhill @nedkumar It requires subscription. Do you have copy of this paper? Kumar et all paper on Engagement Value. TYVM!
Choypw

Nov 04 16:42:35
#TriWest Customer Service Protocol: Connect-Listen-Assess-Solve-Salute #ctss
Reaburn

Nov 04 16:38:15
Levi Strauss Sustainability Tip: Don’t Wash Your Jeans! http://goo.gl/fb/xvmV3 @SustainableB1z | Interesting #cem.
Choypw

Nov 04 16:23:09
@GrahamHill Loyalty adds to value, but value goes beyond loyalty. So focusing on value will give better returns. / @briankling #scrmsummit
nedkumar

Nov 04 16:05:16
Is the ultimate goal of a company customer loyalty as @ekolsky says. What if loyal customers don't make you any money? #scrmsummit
GrahamHill

Nov 04 13:22:12
Thanks for the #ctss RT's yesterday! @MKCallConsult @Choypw @retexperience @responsetek @WPCCSL @saltpeppergroup
Reaburn

Nov 04 10:32:41
@ericjacques It's perfect for me Eric! Really amazing! Enjoyed much!
Choypw

Nov 04 10:29:57
@choypw Thanks Daryl. Any thoughts on how it moves? I'm worried that it may be panning too much.
ericjacques

Nov 04 10:07:22
The Rules of Response http://goo.gl/fb/2uQ0M via @ericjacques | Excellent animation!!! Ideas also apply to #cem!
Choypw

Nov 04 09:35:47
Always put yourself in other's shoes. If you feel that it hurts, it probably hurts the person too via @Customers_Shoes | Ask WIIFM! #cem
Choypw

Nov 03 23:41:14
Unique customer role: use customers (@dbacks season ticket holders) to catch employees doing something right. #ctss
Reaburn

Nov 03 23:09:18
Another #ctss common thread: employee engagement precedes customer engagement (@dbacks)
Reaburn

Nov 03 21:07:49
#Employee #Engagement Equation: Are employees #motivated? + Do they know what to do? #ctss
Reaburn

Nov 03 20:19:52
RT Thanks @saviecard @franarbaiza @Choypw @tlloyd25 @ThinkTank_ @jasonsawyer72 @rebeccabw @designkompany
Processed_id

Nov 03 15:21:23
Is there any way to disable this stupid "followers" thing? It's just meaningless! #Twitter #FF
Choypw

Nov 03 14:54:54
Thanks @RichardNatoli @choypw @gregortbach @cosfco for the RTs and mentions! Great discussion last night!
jen_reyna

Nov 03 11:39:54
@Marcio_Saito Appreciate the mention!
Choypw

Nov 03 10:40:02
Serve with heart not head and you will be fine #custserv [modified from @Choypw]
Marcio_Saito

Nov 03 10:36:06
JCDecaux France launches Iphone App allowing interaction with posters http://www.u-snap.net/
JCD_Innovate

Nov 03 09:56:26
FREE eBook http://bit.ly/97s4Fi
9INCHmarketing

Nov 03 07:24:51
@ErikPosthuma My friend is in Malaysia. Would that help?
Choypw

Nov 03 07:04:18
@choypw Kuala Lumpur :)
ErikPosthuma

Nov 03 06:50:43
@ErikPosthuma What's KL?
Choypw

Nov 03 04:04:17
Serve with heart not head and you will be fine #custserv [modified from @Choypw]
Marcio_Saito

Nov 03 03:11:30
@KnowledgeBishop Great! I'll try to join next time.
Choypw

Nov 03 02:43:25
RT @Processed_id 4 key elements of brand interaction: Aesthetics, Discourse, Functionality & Associations http://bit.ly/c1WWCM #design
belfort

Nov 03 02:10:43
@Choypw I believe #leadershipchat is usually one hour before #custserv. I no longer need a watch! I just use the chats to tell time! :)
KnowledgeBishop

Nov 03 02:08:34
@KnowledgeBishop When is the next #leadershipchat? I'm very interested in that too. lol!
Choypw

Nov 03 02:04:45
Really snappy #custserv stuff tonight from @BevHillsPorsche @Choypw @MarshaCollier, @JeffreyJKingman @royatkinson @RichardNatoli
stephaniethum

Nov 03 02:04:29
Thanks also for #custserv chat @royatkinson @casuallycorrect @RichardNatoli @melissa_tul @darleenw @adarchan @Choypw @stephaniethum
Reaburn

Nov 03 02:03:25
Thanks for stopping by @ScottAHolden @casuallycorrect @stephaniethum @DebWeinstein @ambercleveland @Choypw @paulbarron #custserv
royatkinson

Nov 03 01:59:17
Thanks for partipating tonight @Choypw @elliotross @jen_reyna @fredmcclimans @MarshaCollier @KRCraft @HypnoMahastee @ginakayRE #custserv
royatkinson

Nov 03 01:58:02
Morning to those in the East. Night to those in the West. Ops... that's discrimination? lol! #custserv
Choypw

Nov 03 01:53:56
Best way to tackle discriminiation: DISCRIMINATE DISCRIMINATION! #custserv
Choypw

Nov 03 01:53:14
First Pretty Woman... now I'm flashing to Forrest Gump! RT @Choypw Stupid is as stupid does, but stupidity is not a sin. #custserv
stephaniethum

Nov 03 01:51:48
@Choypw Thanks for sharing!
amandakaufmann

Nov 03 01:50:44
Stupid is as stupid does, but stupidity is not a sin. Treat me just like I am NORMAL please! #custserv
Choypw

Nov 03 01:47:19
RT @Choypw: Discrimination is an attiude... that sucks! #custserv
rethanick

Nov 03 01:47:16
That sounds pretty close. RT @Choypw: Fairness differentiates segmentation from discrimination? h/t @Reaburn #custserv
royatkinson

Nov 03 01:46:09
Discrimination is an attiude... that sucks! #custserv
Choypw

Nov 03 01:41:08
@amandakaufmann Try this. www.dialogue-in-the-dark.com #custserv
Choypw

Nov 03 01:40:40
Blind your eyes. You'll serve better. #custserv
Choypw

Nov 03 01:40:02
I do agree. RT @Choypw: Serve with heart not head then there will be no discrimination. #custserv
stephaniethum

Nov 03 01:39:15
RT @choypw: Serve with heart not head then there will be no discrimination. #custserv | like that
Marcio_Saito

Nov 03 01:38:43
Serve with heart not head then there will be no discrimination. #custserv
Choypw

Nov 03 01:37:40
RT @choypw: Fairness differentiates segmentation from discrimination? h/t @Reaburn #custserv
melissa_ful

Nov 03 01:35:19
Fairness differentiates segmentation from discrimination? h/t @Reaburn #custserv
Choypw

Nov 03 01:35:11
@Reaburn @Choypw Depends on industry? In some instances it's a matter of resource allocation as a focus. Not discrimination. #custserv
stephaniethum

Nov 03 01:34:12
Price discrimination requires market segmentation. #custserv
Choypw

Nov 03 01:33:19
It might be intended to lead to it. RT @Choypw: Is customer segmentation kind of discrimination? :) #custserv
Reaburn

Nov 03 01:31:22
Big thanks to #TheRoy for the welcome @jeffcarroll @PaulJones3 @acjandler @guy1067 @AvidCareerist @adarchan @elliotross @Choypw #custserv
Geoff_Snyder

Nov 03 01:30:09
Customer discrimination is like the Towel of Babel. It's there for a purpose. Break it or keep it. Amen. #custserv
Choypw

Nov 03 01:26:21
After all, we are just human. Discrimination is inevitable. #custserv
Choypw

Nov 03 01:25:22
@MarshaCollier But that's inevitable? Men are from Mars, Women are from Venus? #custserv
Choypw

Nov 03 01:24:10
In Hong Kong, if you speak English, you'll get better services. Cantonese, so so. Mandarin, poor. #custserv
Choypw

Nov 03 01:22:54
Effective segmenation is based on demographics though? #custserv
Choypw

Nov 03 01:22:04
RT @MarshaCollier: @Choypw Only when the segmentation is based on race, religion or gender #Custserv
darleenw

Nov 03 01:21:25
@Choypw Only when the segmentation is based on race, religion or gender #custserv
MarshaCollier

Nov 03 01:21:11
Absolutely, but doesn't usually define customer service policy. RT @Choypw: Is customer segmentation kind of discrimination? :) #custserv
KRCraft

Nov 03 01:20:41
@royatkinson Gotcha. :) #custserv
Choypw

Nov 03 01:20:18
@Choypw We;re talking about discrimination in customer service - cont'd from last week #custserv
royatkinson

Nov 03 01:19:53
@jen_reyna That's terrible. #custserv
Choypw

Nov 03 01:19:39
Sadly yes. RT @jen_reyna: @Choypw it happens here, too. if you have an accent, you are treated differently. #custserv
gregortbach

Nov 03 01:19:38
Is customer segmentation kind of discrimination? :) #custserv
Choypw

Nov 03 01:19:36
Welcome @jeffcarroll @PaulJones3 @acjandler @guy1067 @AvidCareerist @adarchan @elliotross @Geoff_Snyder @Choypw #custserv
royatkinson

Nov 03 01:19:06
@Choypw it happens here, too. if you have an accent, you are treated differently. #custserv
jen_reyna

Nov 03 01:18:55
@JeffreyJKingman Thank you. :) #custserv
Choypw

Nov 03 01:18:14
@Choypw Discrimination from customer service to the customer - all types - open format #custserv
JeffreyJKingman

Nov 03 01:17:37
Discrimination against race? It happens all the time here in Hong Kong. #custserv
Choypw

Nov 03 01:16:58
Long time no see. What's the topic today? #custserv
Choypw

Nov 02 19:50:03
RT @tedcoine: RT @ImpactLearning: RT @gregbeavers: What customrs really want is a consistent experience http://bit.ly/9zc82S #custserv
responsetek

Nov 02 18:11:42
RT @responsetek: Customer Experience: It's Strategy not Complaint Reduction Program --> http://ow.ly/33e36 (via @Choypw) #CEM
jimsmiller

Nov 02 17:46:45
Consistent positive brand and customer experiences create advocates. #cem #cxm
Choypw

Nov 02 17:45:34
Everyone is NOT your Potential Customer http://anni.es/cYOQ4o via @cxpbootcamp | Have we forgotten marketing basics STP? #cem #cxm
Choypw

Nov 02 17:45:03
Great read!! RT @harvardbiz: Seize the Persuasive Moment after \Thank You\" http://s.hbr.org/a1f9ao"
responsetek

Nov 02 17:31:09
Advocates are firm's employees, costless but priceless! #cem #cxm
Choypw

Nov 02 17:24:48
Brand reaches customers via employees. #cem #cxm
Choypw

Nov 02 17:20:02
Customer Experience: It's Strategy not Complaint Reduction Program --> http://ow.ly/33e36 (via @Choypw) #CEM
responsetek

Nov 02 15:10:10
Great article RT @tribalimpact: Trust: The behavioural challenge - nice white paper from PWC http://bit.ly/bCXet5 #culture #hr
Emotivebrand

Nov 02 14:49:26
The great @gapingvoid draws a terrific graphic on the strengths-interest cycle: http://eepurl.com/buidf
DanielPink

Nov 02 14:43:40
@Choypw Thanks for the RT!
jen_reyna

Nov 02 10:04:12
Logic can convince but only emotion can motivate. - Jonathan Alter #leadbiz #leadchange
tedcoine

Nov 02 09:20:50
RT @Choypw: RT @LindaIreland: Every #customerexperience starts with a person- and a need or desire they would pay money to have solved.
OnionInsights

Nov 02 03:00:04
Grateful for RTs @tedcoine @loriruff @LadyEleanorA @lindarose36 @Choypw @dfarb @Hal4 @mikehenrysr @BryceEboi
KnowledgeBishop

Nov 02 02:29:33
RT @Silixell: "Nobody can go back and start a new beginning, but anyone can start today and make a new ending." ~ Maria Robinson
KetelboeterPR

Nov 02 01:39:00
#cem is shaped & affected w/ every interaction. Don't forget details matter! #custserv via@responsetek @gregbeavers @jen_reyna | Flow!
Choypw

Nov 02 01:20:10
RT @Choypw: RT @rebeccadubord: Generosity, a key principle in satisfying customers. http://bit.ly/csopOi #cem #custserv
tedcoine

Nov 02 01:17:36
@sarah_gore @dawnbarnhart @dawndash @Choypw -- Grateful thanks for the RT's and mentions today. Have a great week.
LindaIreland

Tweets of 26 Oct-1 Nov 2010

Nov 01 19:56:52
Every #customerexperience starts with a person- and a need or desire they would pay money to have solved.
LindaIreland

Nov 01 19:46:30
How would life be different for your customers if you weren't in it? (Great way to know what problem or need you solve) #CEX
LindaIreland

Nov 01 19:44:05
RT @malfletcher: Vision w/out action is a daydream. Action w/out #vision is a nightmare - Japanese proverb #leadchange #leadbiz #leader
tedcoine

Nov 01 18:58:46
Once a need is satisfied, it is no longer a motivator. Satisfaction does not increase motivation. Zig Ziglar
TomZiglar

Nov 01 18:22:34
Generosity, a key principle in satisfying customers. http://bit.ly/csopOi #cem #custserv
rebeccadubord

Nov 01 17:29:11
Always ask WIIFM when designing experience! #cem #cxm
Choypw

Nov 01 17:27:46
@responsetek Appreciate the RT! have a great day!
Choypw

Nov 01 17:25:03
Nicely said! RT @choypw: Effective #cem is about tailoring touchpoint experience to create an unforgettable touchline! #cxm
responsetek

Nov 01 17:18:27
Creating an Engaging Employee Experience via @ShaunSmith_CEM #cem #cxm
Choypw

Nov 01 16:10:13
Some ‘Timeless’ Wisdoms from Peter Drucker. (theLeadershipHub) #Management | http://ht.ly/32rKS
AMAnet

Nov 01 14:39:31
Customer is not always king because value should be co-created! h/t @GrahamHill @LindaIreland #cem #cxm
Choypw

Nov 01 12:09:43
Effective #cem is about tailoring touchpoint experience to create an unforgettable touchline! #cxm
Choypw

Nov 01 12:05:43
@ColinShaw_CX I believe I'm going to be the first person to get your book in Hong Kong. Just ordered from Amazon!
Choypw

Nov 01 09:59:29
#CEM. Preparing for my webinar on CEM in Financial services. http://lnkd.in/uH87u7
ShaunSmith_CEM

Nov 01 08:43:24
#Innovation is difficult, but the basic way of thinking is simple: How 2 make things better, simpler, different, of higher value?
greggfraley

Nov 01 08:39:13
3 Tips for Increasing Productivity http://s.hbr.org/bLHyeC via @HarvardBiz | It won't work unless the employee is engaged. #LeadChange
Choypw

Nov 01 06:49:37
RT @Choypw: customers - we chase them before the sale. They chase us after the sale :) #customerexperience via @LiorStrativity | True!
Lerou

Nov 01 05:59:12
RT @LiorStrativity: The six milestones of customer experience management http://bit.ly/cu0bAM (via @Choypw)
wimrampen

Nov 01 05:51:02
Is there any difference between profitable growth and profitable sustainability?
Choypw

Nov 01 04:38:18
These days network is guru; we are all learners from each other @mich8elwu @gautamghosh @jacobm @grahamhill @prem_k | If we're humble enough
Choypw

Nov 01 04:17:34
customers - we chase them before the sale. They chase us after the sale :) #cem #customerexperience #customers via @LiorStrativity | True!
Choypw

Oct 31 22:52:18
The six milestones of customer experience management http://bit.ly/cu0bAM #cem #customerexperience
LiorStrativity

Oct 31 18:49:39
RT @grahamhill @GautamGhosh @jacobm @prem_k The more I know, the more I know I don't know. And the more I want to know it| Totally w/ u
mich8elwu

Oct 31 06:11:13
When connecting with people, vulnerability and humor are EQUALLY important @KnowledgeBishop h/t @barefoot_exec | Versatility too!
Choypw

Oct 30 17:10:19
Thanks Daryl RT @Choypw: Heineken asks, “Are you Experienced” http://bit.ly/agcytm via @9INCHmarketing #cem #cxm #custserv
9INCHmarketing

Oct 30 15:33:46
Efficiency is doing things right. Effectiveness is doing the right things via @TomZiglar | Isn't that from Drucker?
Choypw

Oct 30 13:30:18
Every touchline starts with a need. Positive brand experience wins that first touchpoint! #cem #cxm
Choypw

Oct 30 12:37:07
Happiness is not a where a when, it is a here and now via @TomZiglar | 5W1H reigns!!!
Choypw

Oct 30 03:23:21
Heineken asks, “Are you Experienced” http://bit.ly/agcytm via @9INCHmarketing #cem #cxm
Choypw

Oct 29 23:55:11
Value is the New Black http://bit.ly/5XrUJu
9INCHmarketing

Oct 29 22:46:23
RT @gregbeavers: RT @mbcxp: From @SouthwestAir: "We're in the customer service business. We just happen to fly airplanes." #cxp #custserv
responsetek

Oct 29 21:35:02
Knowing where and when to [or to not] improve processes is critical. http://ow.ly/31BM3
MichaelHinshaw

Oct 29 20:10:07
RT @choypw: Understanding Customer Experience http://s.hbr.org/aU0ICZ via @HarvardBiz | How difficult is it to master #cem?
cxpbootcamp

Oct 29 19:44:22
@responsetek @ShaunBelding @retexperience @jimsmiller @Choypw @getitcoach @joris_heijltjes @ITXcorp Thanks all of the RT!
Hyken

Oct 29 19:37:37
RT @customerready: RT @saltpeppergroup: #custserv consistency is a such a critical element.
tedcoine

Oct 29 19:10:02
Thx for including me! RT @knowledgebishop: To connect w/ cust. advocates #follow @MKCallConsult @drnatalie @RoyReid @Choypw and @meparker7
ambercleveland

Oct 29 19:00:04
I #Follow #TechComm warriors @kemulholland @kirstyt @ermphd @ConnieWinch @paharvey @neeraj_b @Choypw @landesc
KnowledgeBishop

Oct 29 18:55:04
RT @deliverbliss: The Most Influential Thing a Company can Do to Increase Customer Advocacy http://j.mp/dj4FMy via @ConversationAge #cxp
cxpbootcamp

Oct 29 18:55:03
#Webinar: How to Have Focused Business Conversations that Engage, Motivate, & Get Results! | http://ht.ly/31nOf
AMAnet

Oct 29 18:07:33
Customer Experience Leadership Survival Guide – Part 5 http://bit.ly/9VN9zv via @JeanneBliss | #cem #cxm
Choypw

Oct 29 15:40:10
People don't buy what you do. They buy *why* you do it. -Simon Sinek #enlightbusiness
rgreenfield17

Oct 29 15:39:10
@PaulSloane Appreciate the mention. Have a great weekend!
Choypw

Oct 29 15:38:57
@KnowledgeBishop Appreciate the mention. Have a great weekend!
Choypw

Oct 29 15:38:44
@responsetek Appreciate the mention. Have a great weekend!
Choypw

Oct 29 15:35:32
#FF always engaging! @WriteTheCompany @Hyken @pushboundaries @jimsmiller @NewWorkTrends @Choypw @meannie @DawnaMaclean @DeliverBliss
responsetek

Oct 29 14:00:05
To connect with customer advocates, #follow @MKCallConsult @ambercleveland @drnatalie @RoyReid @Choypw and @meparker7
KnowledgeBishop

Oct 29 13:40:53
Try the ER Strategy. Just add ER into a word. Do it biggER, fastER, friendliER, earliER, & strongER than anyone else!
Hyken

Oct 29 12:57:03
FF @emewalton @Customers_Shoes: @experiencepoint @Genroe @RBCfocus @emewalton @Deanboedeker @Choypw @LauraGoodrich @fazz27 @ericjaques
PaulSloane

Oct 29 12:32:54
@Customers_Shoes: Tx for the #FF @Genroe @RBCfocus @emewalton @PaulSloane @Deanboedeker @Choypw @LauraGoodrich @fazz27 @ericjaques
emewalton

Oct 29 12:00:39
@Customers_Shoes thx for the #ff @Genroe @RBCfocus @emewalton @PaulSloane @Deanboedeker @Choypw @LauraGoodrich @ericjaques
fazz27

Oct 29 11:58:43
So today's #FF go to @Genroe @RBCfocus @emewalton @PaulSloane @Deanboedeker @Choypw @LauraGoodrich @fazz27 @ericjaques
Customers_Shoes

Oct 29 11:50:35
@Choypw DM us your address & we can get ur prize out to you :)
Customers_Shoes

Oct 29 11:48:09
It's been a long time coming but time to announce our winner for the last #toptip comp we held :) Congrats @Choypw! Will RT ur winning entry
Customers_Shoes

Oct 29 11:27:21
@choypw Slight tweak IMHO - Social is not new, trying to be Social through media not Face-to-face or phone is new
mjayliebs

Oct 29 10:12:41
"To live is the rarest thing in the world. Most people exist, that is all." Oscar Wilde #quotes #leadchange
Choypw

Oct 29 08:22:17
Strategy is not about competing for the present, but competing for the future via @thinktank | True! #business
Choypw

Oct 29 07:47:44
@armano Try tweetchat.com
Choypw

Oct 29 07:46:09
Social media is nothing new. It just makes everything happen at the speed of light, but real-time isn't always right time! #socmed #scrm
Choypw

Oct 29 03:47:26
@Assistly Thank you for the mention and follow! Have a great weekend!
Choypw

Oct 29 03:46:26
Customer Experience Optimization - #cem is Defined Entirely by Customers http://bit.ly/dumbEN via @Assistly #cxm
Choypw

Oct 29 03:37:46
Understanding Customer Experience http://s.hbr.org/aU0ICZ via @HarvardBiz | How difficult is it to master #cem?
Choypw

Oct 29 03:34:27
Tweets should be like a miniskirt, short enough to pertain interest, but long enough to cover the subject via @5tevenw | KISS!!! #twitter
Choypw

Oct 29 02:35:04
TY for RTs and mentions @ldguymn @sharonburton @itauthor @nerio123 @Choypw @bwoelk @senendp
KnowledgeBishop

Oct 28 22:30:08
Creating an Engaging Employee Experience - featuring @zappos http://bit.ly/dn2TNi #cem
jimsmiller

Oct 28 18:40:32
Disney Institute: Collaborative culture begins with two beliefs. 1. Everyone is creative 2. Your ideas separate you from your identity.
Portfolio_is_

Oct 28 17:30:30
Make little things count!
Choypw

Oct 28 17:20:11
Fall in love with your customers! http://ow.ly/30Ee7 (via @Choypw) #CEM
responsetek

Oct 28 16:30:48
Thanks @KnowledgeBishop what a great blog @choypw has - love the practicality of the information
Assistly

Oct 28 16:00:25
RT @choypw: RT @cxpbootcamp: Customer retention -- measuring customer loyalty so it can be understood http://anni.es/bKoX0I #cem #cxm
responsetek

Oct 28 15:28:57
RT @ChoyPW: RT @CXPBootCamp: Customer retention - measuring #customer loyalty so it can be understood - http://anni.es/bKoX0I
WriteTheCompany

Oct 28 14:39:29
@assistly I think @Choypw is the expert here. But I'd say, "There is great power in helping a customer feel both valued and secure."
KnowledgeBishop

Oct 28 14:13:08
RT @KnowledgeBishop: Customer touchpoints that meet EMOTIONAL needs are the most powerful of all! - h/t @choypw #custserv #cxp
tatitosi

Oct 28 14:09:02
@KnowledgeBishop Appreciate your RT!
Choypw

Oct 28 14:00:23
Customer touchpoints that meet EMOTIONAL needs are the most powerful of all! - h/t @choypw #custserv #cxp
KnowledgeBishop

Oct 28 10:51:00
RT @tom_peters: Should we use "emotionally enhanced experience" instead of "Wow"?? #custserv #WWZD?
tedcoine

Oct 28 10:10:08
Creating an Engaging Employee Experience http://bt.io/GEJW via @ShaunSmith_CEM #cem #cxm
Choypw

Oct 28 10:09:17
"A brand is a memory." Tom Ford #cem #cxm #brand
Choypw

Oct 28 04:34:07
@choypw Thanks for the mention!
responsetek

Oct 28 04:28:27
RT @KnowledgeBishop: Never sacrifice long-term relationships for short-term profits. via @jen_reyna #custserv | Easier said than done...
Choypw

Oct 28 04:27:27
RT @responsetek @socialmediainf0: Always give without remembering; receive without forgetting. Brian Tracy | Apply to #cem!
Choypw

Oct 28 04:25:28
RT @cxpbootcamp: Customer retention -- measuring customer loyalty so it can be understood http://anni.es/bKoX0I #cem #cxm
Choypw

Oct 28 03:09:57
Thx for the RTs! @anwarhad @tedcoine @iluvMarthasVY @cynergy_systems @clearaction @jimsmiller @dmottershead @Choypw @DeliverBliss
ClienteerHub

Oct 27 19:04:32
@Choypw Hi, true quote! Sorry for delay, we've been v.busy since & need to look over the entries again, will announce by end of t week
Customers_Shoes

Oct 27 17:57:41
Nordstrom's Employee Handbook: Use your best judgment. http://is.gd/gmJJW via @37signals @DanielPink @shelleyd | Read comments #custserv
Choypw

Oct 27 17:55:04
Satisfied customers are no necessarily advocates.. http://ow.ly/302ox (via @jimsmiller) #CEM
responsetek

Oct 27 14:44:52
@Choypw thanks for the follow and the kind note. I look forward to interesting #cem discussions
jimsmiller

Oct 27 13:52:03
"We spend $ that we don't have, on things we don't need, to make an impression that won't last, on people we don't care" by Tim Jackson @TED
mich8elwu

Oct 27 13:31:45
UFM=unfollow me. If u don't like my tweets, change the channel idiot via @guykawasaki @apearson | Don't follow in the first place!
Choypw

Oct 27 09:56:21
Check out the new Sustainable Business Forum: http://bit.ly/aKbK7U #leadbiz #leadchange #custserv via @tedcoine | Congratulations!
Choypw

Oct 27 09:29:20
We can help! Create a petition about your consumer complaint at http://www.groubal.com via @groubalbot | lol! Encouraging -ve #cem?
Choypw

Oct 27 09:23:09
RT @Choypw: Bad customer service is a sign of bad management via @RubenQuintero @ericjacques #custserv | Zero accountability also!
tedcoine

Oct 27 09:15:01
@Choypw We can help! Create a petition about your consumer complaint at http://www.groubal.com
groubalbot

Oct 27 09:12:46
Bad customer service is a sign of bad management via @RubenQuintero @ericjacques #custserv | Zero accountability also!
Choypw

Oct 27 09:11:39
Can anyone tell me why @Asiamiles set up #Twitter? It seems that the account is inactive! Can we have more Zappos_Service? #cem #custserv
Choypw

Oct 27 09:08:02
#custserv reps usually have serious hearing problems. They just can't listen... especially those from @AsiaMiles!
Choypw

Oct 27 09:03:23
Negative experience always is a result of unpaid debt! #cem #cxm
Choypw

Oct 27 08:56:57
A promise made is a debt unpaid. If the debt can't be settled regardless of reasons, it's better not to create debt in the first place. #cem
Choypw

Oct 27 08:54:21
A promise made is a debt unpaid. Don't forget that. cc @Customers_Shoes #cem #cxm
Choypw

Oct 27 08:51:44
@Customers_Shoes Have you announced the winner of #toptip, or have I missed it?
Choypw

Oct 27 07:37:00
Clarifying the Brand Pathway http://bit.ly/dcK02k via @wimrampen | How exactly do customers buy? #cem #cxm
Choypw

Oct 27 07:27:27
The paradox of success http://bit.ly/8X1Dgn via @wimrampen | Economics 101 still remains true! #cxm #cem
Choypw

Oct 27 04:44:56
92% employees said after project completion mgr said NOTHING via @JenKuhnPR @jasonsparrow #fail #leadership | No accountability at top!!!
Choypw

Oct 27 04:20:09
@jimsmiller I should have followed you earlier! I love your point-of-view on #cem! #FF
Choypw

Oct 27 04:19:58
Lesson: Don't start a conversation about learning styles with a psychometrics professor. "There are no measurable learning styles". Really?
dan_roam

Oct 27 04:02:03
Read The #CEM Daily ▸ today's top stories are contributed by @Choypw @KateNasser and @ventanaresearch ▸ http://t.co/J5KKdit
jimsmiller

Oct 27 03:05:58
It's almost been a week now! Is it your problem or Apple's? How come the fix still isn't available? @echofon #cem #cxm
Choypw

Oct 27 00:22:20
Companies don't miss the future because it's unpredictable, but because its unpalatable. Face the future now or face the music later.
profhamel

Oct 26 22:29:45
Human relationships = design: influence, power, and necessity are the implements of change. http://bit.ly/alPj6D
frogdesign

Oct 26 20:15:05
Great! RT @retexperience: Fall in Love with Your Customers for Best Customer Experience http://bit.ly/cYu9Fr by @clearaction #custserv
responsetek

Oct 26 19:45:01
Grover: Know why they call this season “Fall”? Because if you do not look out you might “fall” on a leaf somebody left lying around!
sesamestreet

Oct 26 18:09:21
@lrmeyer747 @jimsmiller @Choypw Thanks for the RT! Hope you all are having a lovely Tuesday!
responsetek

Oct 26 18:02:41
WIIFM! #cxm #cem
Choypw

Oct 26 18:02:19
RT @cxpbootcamp: The ROI of a Conversation : http://anni.es/cWFQY0 #marketing #cem #cxp | Focus on value instead!
Choypw

Oct 26 17:37:52
touchpoints fulfilling emotional needs are more powerful than touchpoints fulfilling only rational needs. #cxm #cem
Choypw

Oct 26 17:31:32
RT @responsetek: Using behavioral psychology to enhance the customer experience... http://ow.ly/2ZlZP (via National Post) #cem #cxm
Choypw

Oct 26 17:30:58
RT @retexperience: Fall in Love with Your Customers for Best Customer Experience http://bit.ly/cYu9Fr by @clearaction #custserv #cem
Choypw

Oct 26 17:30:18
Are you on a Mac? You should probably hold down Command+Option+Control and type 8.
superamit

Oct 26 16:50:08
An oldie but goodie via @HarvardBiz --> http://ow.ly/2ZlX4 - What it means to be a customer experience driven biz. #Leadbiz #CEM
responsetek

Oct 26 16:50:05
How to Turn HR Expenses into Profits! #HR #management | http://ht.ly/2ZtNJ
AMAnet

Oct 26 16:25:11
The customer experience journey to WOW --> http://ow.ly/2ZlVl (via @kfiveson) #CEM
responsetek

Oct 26 13:46:11
What exactly is talent? The right employee in the right job! #management
Choypw

Oct 26 12:00:07
How to succeed at failure: recognising failure and recovering from mistakes are essential skills for any entrepreneur. http://bit.ly/cdpQwd
richardbranson