Nov 29 20:00:19
@choypw imho, retention is not the basis for but a reward of good biz. Customer engagement can help you get there. (2/2)
vanbael
Nov 29 19:57:51
@choypw I like your rephrasing, Daryl! But actually you can have successful biz without engagement. (1/2)
vanbael
Nov 29 19:40:03
@choypw Thanks for the kind words! I appreciate the value you add, as well.
MichaelHinshaw
Nov 29 18:25:02
RT @jimsmiller: RT @Choypw: 25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
responsetek
Nov 29 15:32:43
RT @Choypw: 25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
jimsmiller
Nov 29 15:09:37
@vanbael @CustThermometer @meannie Acquisition is the basis for biz; engagement is the basis for successful biz? #cem
Choypw
Nov 29 14:54:19
25 Customer Experience Statistics http://goo.gl/fb/bztpT via @YourCustomers #custserv #cem
Choypw
Nov 29 14:07:31
@CustThermometer @meannie @Choypw Customer retention is the basis for biz, customer engagement is the basis for successful biz, no? #cem
vanbael
Nov 29 14:00:38
Retention is the new acquisition via @custthermometer @cxpbootcamp #custserv #cem #cxp
Choypw
Nov 29 10:35:42
On pricing & psychology http://ht.ly/3gwbJ via @thinktank_ @WSJ | Doubtful!
Choypw
Nov 29 09:36:57
Different aspects of service design http://j.mp/iiru2u via @brandstrat @lixindex @jonaspersson
Choypw
Nov 29 03:18:18
touchpoint mapping is just a map if experience created along touchline isn't designed to motivate user to move forward. #cem
Choypw
Nov 28 15:35:24
Customer practices are to branded customer experiences what customer value-in-use is to customer lifetime value via @GrahamHill #cem
Choypw
Nov 28 05:31:05
@choypw Thanks for the RT!
ErikPosthuma
Nov 27 14:16:12
Discipline: The choice between what you want NOW or what you want MOST via @mikehenrysr @KnowledgeBishop
Choypw
Nov 27 13:06:11
The learning zone lies just beyond the comfort zone h/t @RascalTweets via @KnowledgeBishop
Choypw
Nov 27 10:30:28
When you are able to "humanize" your #business, your #sales will grow. h/t @ErikPosthuma
Choypw
Nov 27 10:27:08
Without experience design, touchpoint mapping is pointless. #cem
Choypw
Nov 27 03:09:21
@Customers_Shoes Appreciate the mention! Have a great weekend!
Choypw
Nov 26 22:05:54
RT @Choypw: Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
dealertraining
Nov 26 22:05:53
RT @Choypw: Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
Customers_Shoes
Nov 26 19:01:19
"Good evening everyone, hope you've had a productive week. #FF's go to
@Cogiva @Choypw @Cotswolds_Best @josephmichelli @greggfraley"
Customers_Shoes
Nov 26 17:56:24
Thanks for the RT guys :) @russellsmith21 @ErikPosthuma @Choypw
janinejurji
Nov 26 16:17:39
RT @newworktrends: RT @Choypw: Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
Customer1CRM
Nov 26 15:55:32
@GrahamHill sure obvious, but nice to see some stats and empirical evidence about it and I like modeling, too ;-) @wimrampen @Choypw
Agotthelf
Nov 26 15:54:11
The only innovation and collaboration metric that matters? http://tinyurl.com/38tv4j5 via @GrahamHill @publivate
Choypw
Nov 26 15:30:36
@Agotthelf @wimrampen @Choypw I have seen the same inverted U-shaped curve in a number of studies & books over the years. Isn't it obvious?
GrahamHill
Nov 26 15:25:19
@Choypw sorry for the late answer: you ´re right according to this study http://tinyurl.com/39gfcln RE:salespeople @wimrampen @GrahamHill
Agotthelf
Nov 26 11:26:41
Credibility is built by delivering results consistently. Results are achieved through thorough understanding of needs. #management
Choypw
Nov 26 03:32:16
Becoming a Customer Experience-Driven Business http://bit.ly/bRomUw via @ErikPosthuma @janinejurji @uxfeeds #cem
Choypw
Nov 25 19:45:02
@choypw Thanks for the RT! =)
responsetek
Nov 25 17:08:59
How to enchant customers! http://om.ly/BCzBc via @GuyKawasaki @responsetek #custserv #cem
Choypw
Nov 25 16:46:02
Values are like fingerprints. Nobody's are the same, but you leave 'em all over everything you do. Elvis Presley via @cineandreea #cem
Choypw
Nov 25 16:25:12
@thespilak @Choypw @NewWorkTrends Thanks for the RT! Happy Thursday!
responsetek
Nov 25 13:48:11
Why customer service matters and your business should be a fun place to be http://ow.ly/3foKx via @richardbranson #custserv #cem
Choypw
Nov 25 06:47:27
@wimrampen @GrahamHill @Agotthelf Most salespeople are customer-oriented, but are also result-driven... just need to balance between both.
Choypw
Nov 25 06:37:41
@GrahamHill or does it conclude that sales people can be too customer oriented? One could question if it then still is ;) (cc @Agotthelf )
wimrampen
Nov 25 04:50:35
RT @Choypw: Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
NewWorkTrends
Nov 25 04:44:09
How to Build a Productive, Profitable and Sustainable Organization http://t.co/nJq5i4Y via @DeliverBliss @tedcoine
Choypw
Nov 25 04:39:17
@Choypw tnx u4 rt the-new-sharing-economy http://slidesha.re/gTxf4t #custsrv #collcons #thingsihavedonein2010
fredzimny
Nov 25 04:28:42
RT @Choypw: "Wow" is not a checklist. It is an everyday act of creating a memorable experience to inspire loyalty. via @Lisa_A_Ford
joepine
Nov 25 04:27:27
"Wow" is not a checklist. It is an everyday act of creating a memorable experience. The goal: to inspire loyalty. #custserv via @Lisa_A_Ford
Choypw
Nov 25 04:23:31
The-new-sharing-economy http://slidesha.re/gTxf4t #custsrv #collcons via @fredzimny
Choypw
Nov 25 03:59:48
Harry Potter teaches Customer Experience http://ow.ly/3f00p #CustServ #CEM via @josephmichelli @responsetek
Choypw
Nov 24 19:49:39
Thanks for the Rt's! @choypw @jimsmiller @Assistly
cxpbootcamp
Nov 24 18:24:04
Quality RT @Choypw: The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
9INCHmarketing
Nov 24 17:29:21
Five Approaches to Sales Training #Sales #Management http://ht.ly/3eosd via @AMAnet @clomedia
Choypw
Nov 24 17:27:12
Good #strategy read. The Right to Win (Strategy+Business PDF) http://goo.gl/IxMoX via @raesmaa @nedkumar
Choypw
Nov 24 15:20:14
Gr8 post! RT @Choypw: The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
KetelboeterPR
Nov 24 15:09:55
Five Employee Engagement Myths. http://bit.ly/dXWTPK via @davidzinger @ericjacques
Choypw
Nov 24 14:26:19
The Overlooked Customer Engagement Opportunity http://bit.ly/ghcDS8 via @jimsmiller #custserv #cem
Choypw
Nov 24 14:09:13
When It's Darkest Men See the Stars: http://wp.me/prGQZ-1SX via @sgblank | Does it matter who's going to fall as long as the globe's fine?
Choypw
Nov 24 14:06:00
Appreciating RTs @JeffreyJKingman @PhaseWare @tedcoine @KetelboeterPR @GarrettIra @RobertJames1 @joyllceocoocio @Choypw @jkingsbury
MAltaee
Nov 24 11:57:45
Balancing Risk and Return in a Customer Portfolio http://tinyurl.com/38j2vfl via @GrahamHill
Choypw
Nov 24 04:58:25
In top performing companies, customer and employee experiences are both great, and based on shared interests. via @LindaIreland #cem
Choypw
Nov 24 04:45:35
"If you want to stand out, don't be different, be outstanding" M. West via @DennisMee @LindaIreland @jorgebarba @JenKuhnPR #leadchange
Choypw
Nov 24 03:32:55
Back at you! RT @Choypw: TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
LindaIreland
Nov 24 03:11:08
"Google's not a real company. It's a house of cards." Steve Ballmer
Choypw
Nov 24 03:07:39
Thanks @PhaseWare @KarenLocker @tedcoine @ABHuret @LouImbriano @melissa_ful @skip7547 @Choypw @JenKuhnPR @datasquirt @RobertJames1 #custserv
RoyAtkinson
Nov 24 02:55:55
past experiences showed me unhappy employees are unhappy with life RT @Choypw: ...There are always unhappy employees. #custserv
derekWwyatt
Nov 24 02:53:47
Treat people like people, and they'll treat people like people via @the_jessicarae @tedcoine #custserv
Choypw
Nov 24 02:51:59
It's naive to think you can make every employee happy. Face the fact! There are always unhappy employees. #custserv
Choypw
Nov 24 02:51:56
Thnk u 4 mention/RT's: @jeffreyjkingman @marcio_saito @choypw @ABHuret @berksonO @EYellin @MarshaCollier @RoyAtkinson @skip7547 @barrypeters
BTLindemann
Nov 24 02:50:58
Encouraging unhappy employees is like pushing a wet noodle, not very effective via @PatRobeck1ofHis | But still have to do it! #custserv
Choypw
Nov 24 02:48:19
RT @Choypw: Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story. #custserv
darleenw
Nov 24 02:48:09
RT @Choypw: Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story. #custserv
JeffHarbert
Nov 24 02:47:49
Having happy employees deliver good #custserv is easy. Encouraging unhappy employees to do the same is another story.
Choypw
Nov 24 02:43:18
RT @darleenw: Trust is very large part. | @joepine would say "authenticity." :) #custserv
Choypw
Nov 24 02:33:33
RT @Marcio_Saito: RT @choypw: First impression counts. Consistency matters!> you can recover if remain consistent after. #custserv
darleenw
Nov 24 02:33:32
Yes - right up there with managing expectations! RT @Choypw: First impression counts. Consistency matters! #custserv
gregortbach
Nov 24 02:32:43
RT @choypw: First impression counts. Consistency matters! #custserv
Marcio_Saito
Nov 24 02:32:40
RT @Choypw: First impression counts. Consistency matters! #custserv
KateNasser
Nov 24 02:32:19
First impression counts. Consistency matters! #custserv
Choypw
Nov 24 02:30:35
Mood is internal. Attitude is what you project to others. My mood cannot impact my ability to provide exc service via @JenKuhnPR #custserv
Choypw
Nov 24 02:28:50
To give great #custserv, make your company a HIT: Hire for attitude. Inspire through pride. Train in skills via @tedcoine #cem
Choypw
Nov 24 02:28:27
RT @Choypw: @BTLindemann Or should we ask are happiness and expectations related at all? - Absolutely!! #custserv
KateNasser
Nov 24 02:27:50
@BTLindemann Or should we ask are happiness and expectations related at all? #custserv
Choypw
Nov 24 02:27:05
Agree! RT @Choypw: First impression counts! It sets expectations! #custserv
RoyAtkinson
Nov 24 02:23:55
Employee engagement is the basis for excellent #custserv. #custserv
Choypw
Nov 24 02:20:44
First impression counts! It sets expectations! #custserv
Choypw
Nov 24 02:19:46
First contact resolution is key to a great #customerexperience http://anni.es/aSVnWa. It applies to #custserv too! @cxpbootcamp #custserv
Choypw
Nov 24 02:18:24
@Choypw #custserv Would you agree/disagree that "happiness" is same as meeting/exceeding one's service expectations?
BTLindemann
Nov 24 02:15:25
Winning #custserv should be proactive. And everyone is accountable for that! Not just frontline! #custserv
Choypw
Nov 24 02:13:28
The experience an employee creates for the customer is their personal choice. Its abt leadership, mgrs and choice via @JenKuhnPR #custserv
Choypw
Nov 24 02:11:35
EXCELLENCE customer service is about creating happiness for customers. h/t @maltaee #custserv
Choypw
Nov 24 02:09:33
Creating a positive experience costs NOTHING, just the time to INSPIRE emps. to care & b proud to do it via @KateNasser @JenKuhnPR #custserv
Choypw
Nov 24 02:06:02
@Choypw It absolutely is. Part of it is that even those skilled at their jobs are not always good trainers/teachers/coaches
THO_R
Nov 24 02:03:35
RT @KetelboeterPR: They focus on doing the right thing because its the right thing to do. #custserv
Choypw
Nov 24 02:02:37
@THO_R True... and that's stupid.
Choypw
Nov 24 02:02:25
Thank you for stopping in, @Choypw! #tchat
TalentCulture
Nov 24 02:01:59
@Choypw I agree training takes time. Just seems many orgs don't see the ROI, so they instead hire those who are "perfect" & "don't need it"
THO_R
Nov 24 02:01:29
Done #tchat and #leadershipchat. Now #custserv! lol! #custserv
Choypw
Nov 24 01:56:49
@THO_R Everything takes time, especially people development. #tchat
Choypw
Nov 24 01:55:06
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
everkute
Nov 24 01:54:50
@ErikPosthuma Ditto.
Choypw
Nov 24 01:52:14
First contact resolution is the key to a great #customerexperience http://anni.es/aSVnWa #cem #cxp via @jimsmiller @cxpbootcamp
Choypw
Nov 24 01:49:16
But that takes time... ;) RT @Choypw If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later #tchat
THO_R
Nov 24 01:46:25
Excellent post by @jhagel & @jseelyebrown: Do You Have a Growth Mindset? http://s.hbr.org/g8bdzH via @ralph_ohr
Choypw
Nov 24 01:45:42
Agreed. RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
MeganGrissett
Nov 24 01:45:08
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
EricLeist
Nov 24 01:45:06
RT @Choypw: If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
AliciaSanera
Nov 24 01:44:56
If you believe everyone can be trained, then focus on cultural fit during selection. TRAIN later. #tchat
Choypw
Nov 24 01:43:18 @KateNasser Well... practice makes perfect. I have experienced that myself. Fake all the way thru. Nothing is impossible. #tchat
Choypw
Nov 24 01:39:49
Then you have to measure first 3 mos. RT @Choypw: Role playing doesnt work. Professional interviewees can still make it thru. #TChat
KevinWGrossman
Nov 24 01:39:47
The best leadership style is just like the invisible hand. It's leading without managing. #leadershipchat
Choypw
Nov 24 01:39:19
@choypw Morning there! Hope you have a good one!
ErikPosthuma
Nov 24 01:38:32
@Choypw I respectfully disagree on this one. #tchat
KateNasser
Nov 24 01:37:55
Role playing doesn't work. Professional interviewees can still make it thru. #tchat
Choypw
Nov 24 01:37:22
RT @Choypw: Smart interviewees know how to fake during interviews. Interviewers can overcome this! Use role playing not just ? #tchat
EricLeist
Nov 24 01:37:09
Selection is only the first step in the employee experience cycle. #tchat
Choypw
Nov 24 01:36:56
RT @Choypw: Smart interviewees know how to fake during interviews. - Interviewers can overcome this! Use role playing not just ?? #tchat
KateNasser
Nov 24 01:36:03
It got me my job now! I am paying for it! Oy! >RT @CyndyTrivella: RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
IanMondrow
Nov 24 01:35:50
RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
ValueIntoWords
Nov 24 01:35:44
Smart selection is important, but it's more important to provide on-the-job training and coaching. #tchat
Choypw
Nov 24 01:35:10
They sure do! > RT @Choypw: Smart interviewees know how to fake during interviews. #tchat
CyndyTrivella
Nov 24 01:34:44
Smart interviewees know how to fake during interviews. #tchat
Choypw
Nov 24 01:33:02
Cultural fit is more important. #tchat
Choypw
Nov 24 01:32:25
We don't use MBTI anymore because you can't really assess anyone using this kind of tools. #tchat
Choypw
Nov 24 01:30:48
Forrester's definition of "customer experience" http://bit.ly/gFPIBQ via @responsetek @rrogowski_cxp @hmanning #cem
Choypw
Nov 24 00:08:40
@Choypw Daryl, thanks for the nice comments - it is an honor to be on your list
jimsmiller
Nov 23 21:23:25
Thank you for engagement and RTs @KiaMousavi @artduservice @Choypw @bitpakkit
sarah_gore
Nov 23 16:03:37
LOFT™ is an online sales tool that enables personal virtual 3D-showrooms http://bit.ly/9qZ6Ko via @joepine
Choypw
Nov 23 15:41:35
Virginia Heffernan dispels the attention-span myth http://nyti.ms/hhRz2E via @joepine
Choypw
Nov 23 15:19:46
The 3 rules of mindsets . . . http://t.co/dEQ3AJk via @DanielPink
Choypw
Nov 23 15:13:47
The Overlooked Customer Engagement Opportunity http://cptl.st/i1hQzg via @sarah_gore @forbes
Choypw
Nov 23 15:04:10
Seabees motto: Can do! (30 years ahead of Nike.) via @tom_peters | Can do not equal Just Do It?
Choypw
Nov 23 14:52:35
@Choypw You are so welcome!
bcarroll7
Nov 23 14:51:30
@Choypw That's so nice. Thank you!
jeanniecw
Nov 23 13:40:09
@vanbael Couldn't agree more... need to apply DIKW to #Twitter.
Choypw
Nov 23 13:37:42
The Just-in-Time Consumer http://on.wsj.com/f7OktT #cem #customers via @LiorStrativity
Choypw
Nov 23 11:46:20
@choypw The big challenge for us information junks is in filtering and tuning out every now and then. There's only so much we can digest...
vanbael
Nov 23 11:43:37
@choypw Thanks so much, Daryl. I'm honored and humbled to be named in such great company. The feeling is mutual. Keep up the good work!
vanbael
Nov 23 09:28:06
Thank you! RT @Choypw TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
thinktank_
Nov 23 06:33:00
@DonPeppers Appreciate your RT.
Choypw
Nov 23 06:28:57
Nice way of saying "Something's in it for me!" -- ANTICIPATED RECIPROCITY via @Assistly
Choypw
Nov 23 05:16:43
@Choypw Thank you SO much, Daryl!
KnowledgeBishop
Nov 23 05:11:26
@Choypw You're welcome Daryl! Always glad to know the content's been beneficial!
Brainzooming
Nov 23 05:08:25
TYVM! I've learned a lot from you all! @LindaIreland @WriteTheCompany @Brainzooming @thinktank_ @MichaelHinshaw #FF
Choypw
Nov 23 05:08:10
TYVM! I've learned a lot from you all! @bcarroll7 @sarah_gore @jimsmiller @jeanniecw @cxpbootcamp @KnowledgeBishop @LiorStrativity #FF
Choypw
Nov 23 03:29:38
TYVM! @Customers_Shoes I still keep the book you sent me! The packaging is cool! #FF
Choypw
Nov 23 03:28:14
TYVM! I learned a lot from you all! @bsdalton @tedcoine @DeliverBliss @Ericjacques @Wimrampen @Vanbael @Reaburn @GrahamHill #FF
Choypw
Nov 23 03:24:33
I'm getting tired with #Twitter, and am planning to quit in 2011 so I could focus. #FF
Choypw
Nov 23 03:20:42
The Definition of Exceptional Customer Service http://bit.ly/ch5ttF via @sarah_gore | Customer loyalty isn't the only way to success. #cem
Choypw
Nov 23 03:14:10
Brilliant Graphic: Service Design Tools Map by Roberta Tassi http://tinyurl.com/2vxom2c via @GrahamHill
Choypw
Nov 23 03:11:33
Guarantee the Customer Experience – Remove Price and Worry from Buying Decisions http://bit.ly/9i6Xte via @JeanneBliss #cem
Choypw
Nov 23 01:53:18
Seven Strategy Questions: A Simple Approach for Better Execution http://goo.gl/iuh1o via @ExponentialEdge @nedkumar
Choypw
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