Tweets of 13-20 Dec 2010

Dec 20 17:45:52
@Houthum Appreciate the RT.
Choypw

Dec 20 08:16:12
RT @Choypw: Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne
Houthum

Dec 20 03:18:04
It's irresponsible to confuse the market with never-ending useless management concepts when all they need is just EMPATHY!
Choypw

Dec 20 03:16:44
Management consultants suck!
Choypw

Dec 20 03:13:24
Stop creating management concepts like #vcc and #sdl. All we need is just one simple concept: put yourself in customers' shoes!
Choypw

Dec 20 02:18:19
@Choypw Most welcome, Daryl!
KnowledgeBishop

Dec 20 02:12:16
@Annastina07 Appreciate the RT.
Choypw

Dec 20 02:11:59
@KnowledgeBishop Appreciate the RT.
Choypw

Dec 20 02:11:45
@tedcoine Appreciate the RT.
Choypw

Dec 19 20:05:03
Stop asking "why?": Ask "why not?" - @Choypw via @tedcoine #BeTheOne
KnowledgeBishop

Dec 19 20:01:22
RT @tedcoine: RT @Choypw: Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
Annastina07

Dec 19 10:47:39
RT @Choypw: Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
tedcoine

Dec 19 09:57:55
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today by @daverobus @idloop @therealleek @choypw @talengix
kfiveson

Dec 19 06:21:09
Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne RT @Choypw
HRInfotech

Dec 19 05:44:05
Stop asking "why." Ask "why not?" #BeTheOne #leadbiz #LeadChange
Choypw

Dec 19 05:43:08
@Brainzooming Appreciate the RT, Mike! Have a great weekend!
Choypw

Dec 19 04:35:14
RT @Choypw: Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne
Brainzooming

Dec 19 04:34:26
Happy employees don't make happy customers. Accountable employees do! #cem #leadbiz #Leadership #BeTheOne
Choypw

Dec 19 04:31:29
RT @Choypw: Customer Experience --Born In 1994 http://ow.ly/3r1vU via @btemkin @retexperience @crmstrategies #cem #crm #custserv interesting
funnelholic

Dec 19 03:55:22
Customer Experience Was Born In 1994 http://ow.ly/3r1vU via @btemkin @retexperience @crmstrategies #cem #crm #custserv
Choypw

Dec 18 13:24:40
@GrahamHill I'm just focusing on the root. Everything comes down to rational and emotional. Or any paper to convince me to study others.
Choypw

Dec 18 13:20:23
@Choypw Let go of your rational and emotional baggage. Indulge in a bit of Bayesian Updating :-)
GrahamHill

Dec 18 10:57:47
@GrahamHill Like in Yi Jing, everything is being built on 1 and 0. I try not to focus on everything but the root.
Choypw

Dec 18 10:49:37
@GrahamHill If there is a tree of needs, then rational and emotional are the roots of all other needs.
Choypw

Dec 18 10:33:33
@Choypw The latest value research moves us beyond the simplistic 1990s view of rational and emotional needs.
GrahamHill

Dec 18 09:47:54
@GrahamHill Individual has emotional & rational needs. Relational & social subset of Emotional. Functional subset of Rational. Yi Jing way.
Choypw

Dec 18 07:35:40
@Choypw That is too one-dimensional. Functional, individual, relational and social needs all have rational and emotional components.
GrahamHill

Dec 18 03:50:04
Product is a better experience when it solves needs, rational and emotional. #cem
Choypw

Dec 18 03:49:44
@GrahamHill Product is a better experience when it solves needs, rational and emotional.
Choypw

Dec 18 03:02:35
"Start with the customer..." Now, there's a novel concept! http://ow.ly/3qUCq via @MichaelHinshaw #cem
Choypw

Dec 17 23:20:24
Great RTs. Thank you. @WriteTheCompany @JenniferPingrey @VinoLuci @Choypw @mikebrouse @jen_reyna @GandSMortgage
sarah_gore

Dec 17 23:20:03
RT @choypw: Touchpoints http://bit.ly/dYX7CR via @wimrampen #cem
ecocustomers

Dec 17 23:17:44
Avg Disney guest has 64 interactions w/ cast members in 1 day to provide memorable #custserv @DisneyInstitute via @Choypw
VegasBill

Dec 17 22:36:59
#FF #TChat @broadbeaninc @candacecarpio @careertips2go @carmilla5 @cathywissink @charnell_w @choypw @chrysula @cindybilington
TalentCulture

Dec 17 21:30:22
#FF #eMarketing + #cem @deliverbliss @choypw @expertinservice @ecocustomers @theemailguide @shannonholato @spokencomm
meannie

Dec 17 20:47:17
@Choypw The product is a better experience enabler when you see it as a value proposition that enables the exchange of service for service
GrahamHill

Dec 17 18:45:42
RT @ChoyPW - How customer insight drives customer experience - http://bit.ly/hfkzKZ via @Sarah_Gore #cem
WriteTheCompany

Dec 17 18:06:22
@joepine @Choypw Thnx for the RT's & more importantly reading content. Best BG
GetBillG

Dec 17 17:07:29
Product is experience enabler. #cem
Choypw

Dec 17 17:06:59
@GrahamHill @MissGreenFairy Product is experience enabler.
Choypw

Dec 17 17:01:11
You can't see it or hear it, but it speaks volumes... http://ow.ly/3qStI via @MichaelHinshaw #cem | The power of silence
Choypw

Dec 17 15:29:20
RT @DisneyInstitute: time to thank all of our amazing followers. A special shout out to @WDWTikiRoom, @Choypw, @jeffspeiser, @MannyCabrera3
WDWTikiRoom

Dec 17 15:20:26
Happy Friday! It's time to thank all of our amazing followers. A special shout out to @WDWTikiRoom, @Choypw, @jeffspeiser, @MannyCabrera3
DisneyInstitute

Dec 17 14:55:00
@MissGreenFairy @Choypw I would go even further and say that every product is a 'platform' that enables service to be exchanged for service.
GrahamHill

Dec 17 14:45:07
RT @choypw: The Power of Your Customers’ Mindset http://ow.ly/3pbbR via @AMAnet #Marketing #cem
ecocustomers

Dec 17 10:22:10
Thx @kimvanvelzen @ElsbethBoes @Choypw @Competia @expertinservice for RT's on Touchpoints http://bit.ly/dYX7CR
wimrampen

Dec 17 10:01:39
@ecocustomers Appreciate your RTs.
Choypw

Dec 17 09:59:25
Why is the greatest question because you can't answer it in 1-word & it forces the other person to think. #LarryKing #CNN via @Brainzooming
Choypw

Dec 17 09:47:45
A powerful new tool can help quantify the evolution of human culture by capturing how often we use words http://goo.gl/DsGsf via @nedkumar
Choypw

Dec 17 03:05:02
RT @choypw: Where do you think you are? Nordstrom? http://j.mp/dT2Ov1 via @enthused @DeliverBliss #custserv Happy employees make happy...
ecocustomers

Dec 17 01:11:34
@Choypw thanks Daryl :)
nateriggs

Dec 17 00:30:13
RT @choypw: More lessons learned in 2010 http://j.mp/evSm8W via @robbinphillips @DeliverBliss
ecocustomers

Dec 16 23:32:16
@Choypw Hi Daryl! thanks for the RT of my blog piece: http://tinyurl.com/2f7dlwx .. via @bsdalton #custserv #cem #fb
MKCallConsult

Dec 16 22:56:02
@Choypw Thanks for the RT Daryl! Hope you're doing well!
Brainzooming

Dec 16 22:53:52
Helen Keller's Guide To Confidence In Facing the World http://ow.ly/3q8Kj via @myinstantcoach @AMAnet #Leadership
Choypw

Dec 16 22:49:16
Average Disney guest has 64 interactions with cast members in 1 day. That’s 64 opportunities to provide memorable #custserv @DisneyInstitute
Choypw

Dec 16 22:45:29
@Choypw Daryl, Looks like you have been busy firing off tweets. Keep them coming! Thanks for the RT.
jimsmiller

Dec 16 22:45:02
You can never relive a moment but the memories can be revisited time and time again via @joepine @lynnerosie #TNI #NOW #cem
Choypw

Dec 16 22:43:56
Touchpoints http://bit.ly/dYX7CR via @wimrampen #cem
Choypw

Dec 16 22:41:25
Customer Experience Works Both Ways http://bit.ly/eIIKjq via @Brainzooming @nateriggs #experience #customers #cem
Choypw

Dec 16 22:38:33
Advertising no longer controls the conversation http://ow.ly/3p53m via @MichaelHinshaw @markklapper @pamdyer #cem
Choypw

Dec 16 22:36:39
One Message, But Oh So Many Channels http://t.co/PdwzAgD via @CustomerProfit #marketing #sCRM #retail #cem
Choypw

Dec 16 22:35:09
How customer insight drives customer experience http://bit.ly/hfkzKZ via @sarah_gore #cem
Choypw

Dec 16 22:33:25
My best Customer Experience started out as the worst http://tinyurl.com/2f7dlwx via @bsdalton @MKCallConsult #custserv #cem
Choypw

Dec 16 22:30:18
The way you sell a product or idea will either add to or subtract from its inherent value via @jimsmiller @malfletcher #custserv #cem
Choypw

Dec 16 20:23:08
@choypw SDL is based on the idea that every product has a service associated with it. @GrahamHill
MissGreenFairy

Dec 16 15:40:02
Thx for RTs/Mentions: @ChinaAnswers @MikeRamer @CaliperPatrick @mjasmus @KatiSue77 @ben_hr @gthomasfcasia @Choypw @pattywoodley @Nelsonb
AMAnet

Dec 16 14:06:06
Facebook's New Golden Rule http://s.hbr.org/g7lIFc via @HarvardBiz #cem
Choypw

Dec 16 12:39:16
#BeTheOne http://bit.ly/gX1H7j #leadbiz
Choypw

Dec 16 12:35:33
@Choypw Good question. The answer lies in this paper from @stevevargo http://tinyurl.com/3688xq8 and my blog psot http://tinyurl.com/r8d7na
GrahamHill

Dec 16 11:01:59
And what does that make Customer Service? A mouse? via @GrahamHill @tedcoine @LauraKessler @sustainableb1z
Choypw

Dec 16 11:01:03
#Marketing is a cat. #Sales is a dog. How to Reconcile Sales and Marketing http://t.co/T02HRwC via @sustainableb1z @tedcoine
Choypw

Dec 16 10:57:23
@MissGreenFairy @grahamhill What's the difference between service dominant logic and customer centric mindset? Same thing?
Choypw

Dec 16 10:49:16
@GrahamHill @tedcoine @LauraKessler @sustainableb1z How about human beings? We play with our cats and dogs. lol!
Choypw

Dec 16 06:45:28
Activity does not equal achievement. Deliver value on the work that you do. Move things forward. First things first via @aquarry
Choypw

Dec 16 04:15:24
More lessons learned in 2010 http://j.mp/evSm8W via @robbinphillips @DeliverBliss
Choypw

Dec 16 04:13:12
Where do you think you are? Nordstrom? http://j.mp/dT2Ov1 via @enthused @DeliverBliss #custserv #cem | Happy employees make happy customers.
Choypw

Dec 16 03:31:02
@diaz_comm Appreciate the mention.
Choypw

Dec 16 03:00:09
Diaz Communications Daily is out! http://bit.ly/dKQqSm ▸ Top stories today by @choypw @pbnews @decalindustries @valswisher
diaz_comm

Dec 16 02:58:04
Microsoft Office 2007 is really pain in the ass! It's just so user unfriendly! #fail
Choypw

Dec 16 02:29:54
@Choypw Thank you so much for joining in for #TChat last night!
TalentCulture

Dec 16 02:15:07
The Power of Your Customers’ Mindset http://ow.ly/3pbbR via @AMAnet #Marketing #cem
Choypw

Dec 16 02:11:34
2 Reasons Why It DOES NOT Matter If You’re Right http://anni.es/hq9IfA via @cxpbootcamp #cem
Choypw

Dec 16 02:06:10
The Future of the Advertising Business Model http://bit.ly/fw8vGr via @wimrampen
Choypw

Dec 16 02:03:23
"Customers don't care about your solution. They care about their problems." Dave McClure via @LindaIreland @jchyip #cem
Choypw

Dec 15 15:50:25
Rock Your Customers! http://bit.ly/i3Mifu via @joepine @GetBillG #cem
Choypw

Dec 15 14:41:40
@customerfix @choypw @gregbeavers @deliverbliss @jimsmiller Thanks for the RT's! http://bit.ly/hxOf1C
jeanniecw

Dec 15 14:24:06
Making user and customer experience a business competency http://forr.com/fK9U2J via @DonPeppers @forrester @UXmag @hmanning #cem
Choypw

Dec 15 12:51:28
RT @Choypw: Better Business Bureau now wants to hear POSITIVE customer experience stories! http://tinyurl.com/25kuqjl via @JeanneBliss
Assistly

Dec 15 12:34:02
Better Business Bureau now wants to hear POSITIVE customer experience stories! http://tinyurl.com/25kuqjl via @JeanneBliss #cem
Choypw

Dec 15 11:49:20
@Lawsagna @Choypw @JoachimJoseph You are so welcome. It was brilliant! Happy Holidays!
JeanneBliss

Dec 15 06:25:44
@kwansy Appreciate the RT.
Choypw

Dec 15 05:36:53
Wow. Kind of love this. RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat
kwansy

Dec 15 03:18:58
RT @ekolsky: RT @JeffreyJKingman: RT @Choypw: ...Surveys? ...b/c we r incompetent in ... needs? #custserv ||yes >no feedback=nocustomersback
charlieisaacs

Dec 15 02:53:16
RT @Choypw: Why we need surveys? Because we are incompetent in understanding what customers need? #custserv
Chente139

Dec 15 02:45:11
or we need answers NOW RT @Choypw: Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
carolyn_ray

Dec 15 02:45:03
@Choypw absolutely not! it's because we can't read their minds! If you've seen one customer you have seen one customer #custserv
MurrayChamber

Dec 15 02:44:06
RT @JeffreyJKingman: RT @Choypw: Why we need surveys? Because we are incompetent in understanding what customers need? #custserv || yes
ekolsky

Dec 15 02:43:47
RT @Choypw: Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
JeffreyJKingman

Dec 15 02:43:27
Why we need survey after all? Because we are incompetent in understanding what customers need? #custserv
Choypw

Dec 15 02:42:28
@Choypw @dsghi AppleCare sends email surveys to a random sample of callers. Feeds into the rep's performance stats, too #custserv
action_jay

Dec 15 02:41:54
@choypw Apple does survey. They use NPS in their retail stores #custserv
rgmarkey

Dec 15 02:40:49
@dsghi No! I wonder if #Apple ever does any survey. #custserv
Choypw

Dec 15 02:36:31
Wise brands capture #custserv concerns and use them to drive development via @KnowledgeBishop
Choypw

Dec 15 02:36:14
@Choypw Yes. Exactly what I thought. Thanks. #custserv
RoyAtkinson

Dec 15 02:35:04
@RoyAtkinson By channel, I actually mean communication platform or even touchpoint where customers communicate with each other. #custserv
Choypw

Dec 15 02:14:39
@Choypw Yes, I agree. But you said "channels." Can you describe? #custserv
RoyAtkinson

Dec 15 02:06:46
Survey gives what you want to know. VOC tells what customers want to share. #custserv
Choypw

Dec 15 02:05:52
@royatkinson Everywhere is an opportunity to collect VOC. #custserv
Choypw

Dec 15 02:05:22
RT @Choypw: Actions speak louder than words. Survey means nothing if there is no improvement action afterwards. #custserv Right on!
PhaseWare

Dec 15 02:04:25
@Choypw Can you explain why and how (in know it's hard in 140. :) #custserv
RoyAtkinson

Dec 15 02:03:22
RT @RoyAtkinson: Hello @amandakaufmann @mpace101 @Mr_Fastbucks @Choypw #custserv /Hi right back, my friend! Switching gears...
tedcoine

Dec 15 02:03:18
@Choypw say more #custserv
barrypeters

Dec 15 02:02:49
Identifying channels to collect VOC is better than doing surveys. #custserv
Choypw

Dec 15 02:02:34
Hello @tedcoine @amandakaufmann @mpace101 @Mr_Fastbucks @Choypw #custserv
RoyAtkinson

Dec 15 02:00:42
Actions speak louder than words. Survey means nothing if there is no improvement action afterwards. #custserv
Choypw

Dec 15 01:49:20
Read Keeping TABS (trends + anthropology + behaviour + strategy) from @Canvas8 http://slidesha.re/hJbnIk via @joepine
Choypw

Dec 15 01:48:56
If you want to win in business, you need to offer something tangibly valuable that the competition doesn't via @DisneyInstitute #cem
Choypw

Dec 15 01:48:37
People now expect interactions with companies to be as trustable as with their friends http://ow.ly/3paBW via @TMGmedia @DonPeppers #cem
Choypw

Dec 15 01:47:52
Are you optimizing your supply chain or satisfying your demand chain? http://bit.ly/ej6YUu via @ideationz
Choypw

Dec 15 01:43:34
RT @Choypw: Informal training is actually coaching. #tchat /That is true. Peer-to-peer, spontaneous coaching is necessary.
tedcoine

Dec 15 01:42:59
Simple and strong. RT @Choypw: Culture is internal branding. #TChat
TalentCulture

Dec 15 01:42:51
You can never train anyone if the person doesn't want to learn. #tchat
Choypw

Dec 15 01:42:39
RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat finally agree with something #hrlove
reginam_miller

Dec 15 01:42:29
RT @ABetterResume: RT @Monster_WORKS: Nice. RT @Choypw: Culture is internal branding. #tchat
galaxy93290

Dec 15 01:42:10
Informal training is actually coaching. #tchat
Choypw

Dec 15 01:41:25
Nice. RT @Choypw: Culture is internal branding. #tchat
Monster_WORKS

Dec 15 01:41:18
Culture is internal branding. #tchat
Choypw

Dec 15 01:39:24
Culture is about speaking common language and sharing common values. Birds of a feather flock together. #tchat
Choypw

Dec 14 19:23:06
@JeanneBliss @Choypw @JoachimJoseph Thank you for sharing my post "Lucky charms for enchanting customer experience" http://j.mp/eBpl4K
Lawsagna

Dec 14 17:22:59
@Choypw thanks for the mention :)
nateriggs

Dec 14 17:04:43
What Does Customer Delight Mean Anyway? http://bit.ly/holckT via @Assistly #cem
Choypw

Dec 14 16:41:10
5 Cutomer Coversation Types=Appreciation, Retention, Conversation, Re-Activation & Acquisition via @nateriggs @RLLHenry #sales
Choypw

Dec 14 16:37:18
Are customer experience shortcuts allowed? My thoughts on Do's & Don'ts: http://bit.ly/hxOf1C via @jeanniecw #cem #custserv
Choypw

Dec 14 16:34:25
RT @Choypw: Emotional and logical customer satisfaction: know the difference? http://goo.gl/fb/SfCEz via @YourCustomers #sales #cem
jimsmiller

Dec 14 16:29:42
Emotional and logical customer satisfaction: know the difference? http://goo.gl/fb/SfCEz via @YourCustomers #sales #cem
Choypw

Dec 14 10:48:12
#Ideas don't have owners, only #executives. (i) inspired by @Choypw @jacobyryan
CoCreatr

Dec 14 09:50:00
@Choypw I am your humble servant :-)
GrahamHill

Dec 14 09:49:48
Ideas don't have owners, only executors via @jacobyryan
Choypw

Dec 14 09:49:19
@GrahamHill Thank you Graham.
Choypw

Dec 14 09:43:58
@Choypw That was an 1984 article. It is hard to find. This article explains how to use the Kano model http://tinyurl.com/25nowqb
GrahamHill

Dec 14 08:28:37
@wimrampen For some reasons I never read @Customerthink anymore. I'm going to miss your thinking.
Choypw

Dec 14 08:27:52
@Choypw sorry to disappoint you.. in 1984 I was still playing with Lego technic ;)
wimrampen

Dec 14 07:59:58
It's ok not to add positive value, but it's not ok to add negative value. That's already good experience. #cem
Choypw

Dec 14 04:50:53
The 4Es of Marketing by Ogilvy http://bit.ly/h3QMdI #cem | Evangelism should be Engagement
Choypw

Dec 14 04:45:09
@wimrampen @GrahamHill Any chance you have a copy of "Attractive quality and must-be quality" by Kano? Please help.
Choypw

Dec 14 04:42:30
THE KANO MODEL: How to delight your customers http://bit.ly/eGZHhw #cem
Choypw