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