Tweets of 18-24 Jan 2011

Jan 24 22:35:54
@Choypw love that idea :)
reginam_miller

Jan 24 22:29:39
Lou Carbone on Turning the Customer Experience into Emotional Engagement http://bit.ly/fLHJPZ via @joepine @v_abramides
Choypw

Jan 24 22:25:34
To sustain a strong brand, you must remind people of the core experience that led them to become loyal in the 1st place via @DisneyInstitute
Choypw

Jan 24 16:54:31
AppreciatingU: @TanveerNaseer @TheJobQuest @chike_v @JenKuhnPR @DebBrantner @Carolinacheck82 @Choypw @Hamda1251 @JohnnyQuinnUSA
smaxbrown

Jan 24 15:50:49
Thanks for this! @Choypw Simplifying Customer-Centricity - free white paper http://bit.ly/e9WZGJ via @CustomerProfit
CustomerProfit

Jan 24 15:27:18
Appreciating the RTs over the weekend. Hope you all are well! @Choypw @JenKuhnPR @JackieYunTweets
KetelboeterPR

Jan 24 13:28:50
@Choypw Thanks for RT's
Customers_Shoes

Jan 24 13:26:30
RT @Choypw: The power of #customer mindset http://bit.ly/hGxe67 via @Customers_Shoes @amik_ca
sarah_gore

Jan 24 13:25:17
Customer Loyalty Is Conditional http://goo.gl/fb/rFiwv via @YourCustomers #custserv
Choypw

Jan 24 13:21:59
8 Tips for Improving Customer Relationships http://bit.ly/cfjlFo via @Customers_Shoes @Gary_Sheader @efactorglobal
Choypw

Jan 24 13:18:55
The power of #customer mindset http://bit.ly/hGxe67 via @Customers_Shoes @amik_ca
Choypw

Jan 24 10:27:51
Back to Basics! Make Little Things Count.
Choypw

Jan 24 08:00:06
@Choypw And I you :-)
GrahamHill

Jan 24 03:23:30
@GrahamHill It's really good to always have you around Graham! I'm really grateful to have you as my friend.
Choypw

Jan 24 03:03:14
@Choypw What we need are a lot less banal quotes and a lot more original thinking. Come on, THINK!!!
GrahamHill

Jan 24 02:38:49
"The future is not something to be predicted, it is something to be achieved." Don Tapscott via @frogdesign #DLD
Choypw

Jan 24 02:38:04
"Problems cannot be solved by the level of awareness that created them." Einstein via @tedcoine
Choypw

Jan 23 18:37:52
Thanks for RTs of my post: @ariegoldshlager @wimrampen @agilestrategy @Brainzooming @Choypw @the_idea_agency @BrianSJ3 @anpie @jbasil_design
ralph_ohr

Jan 23 16:45:54
We spend time thinking about creating value for customers before sale, we forget how much we destroy for them after it via @GrahamHill
Choypw

Jan 23 15:38:56
@Choypw Ok I am curious to see the 4 ones you selected. Good luck!
annemiekvMoorst

Jan 23 15:18:33
@annemiekvMoorst I now have only 4 steps for the experience flow... hopefully I'll finalize it by Feb end.
Choypw

Jan 23 14:34:49
@Choypw Thanks for the RT Daryl! Have a great rest of the weekend! Mike
Brainzooming

Jan 23 14:34:36
RT @Brainzooming:RT @Choypw: Innovation – A New Match Between Need and Solution http://bit.ly/euz9LX via @ralph_ohr @wimrampen
TweetDiscovered

Jan 23 14:33:11
RT @Choypw: Look at your last 20 tweets. If there aren't any replies to others, THAT's why you ain't getting any engagement on Twitter.
sarah_gore

Jan 23 14:31:22
Look at your last 20 tweets. If there aren't any replies to others, THAT's why you ain't getting any engagement on Twitter via @Brainzooming
Choypw

Jan 23 14:29:32
Social media may not be able to kill email, but for sure it's going to make Instant Messaging extinct.
Choypw

Jan 23 14:06:41
@Choypw Thanks Daryl for the RT & for sharing this idea with others.
LDguyMN

Jan 23 10:00:45
Innovation – A New Match Between Need and Solution http://bit.ly/euz9LX via @ralph_ohr @wimrampen
Choypw

Jan 23 04:51:32
@Choypw Thanks for joining the convo!
JenKuhnPR

Jan 23 04:27:37
Just because we can, doesn't mean we should via @smaxbrown @JenKuhnPR #leadership
Choypw

Jan 23 04:24:18
If you are going to quote someone, give them credit. Dead or alive, they deserve credit via @JenKuhnPR | Agreed!
Choypw

Jan 23 04:22:05
Questions promote discovery & discovery is a key element underpinning growth via @ldguymn @KetelboeterPR #Leadership
Choypw

Jan 22 18:30:33
Customer Service Daily is out! http://bit.ly/f2dD09 ▸ Top stories today by @saltpeppergroup @choypw @houthum @coffeebeanbr @directlineinc
spokencomm

Jan 22 17:51:26
Customer Experience: The Key to Beating Your Competition & Boosting Profits http://ow.ly/3HXoT @AMAnet #Management #cem
Choypw

Jan 22 07:12:42
Media Industry Business Models http://t.co/ucHnesz via @wimrampen | The last paragraph is the best stuff!
Choypw

Jan 22 07:08:07
Disney experience, or service? http://bit.ly/huoURF #cem #custserv
Choypw

Jan 22 05:42:13
Evolution of #CRM [Infographic] http://bit.ly/emMOmj via @Assistly
Choypw

Jan 22 02:42:12
@Clark_Jill :)
Choypw

Jan 22 02:31:07
RT @Choypw: The Company -Customer Pact from the "real people" at Get Satisfaction http://getsatisfaction.com/ccpact via @joepine
zlawryk

Jan 22 01:20:19
@Choypw I see we have a friend in common in @ty_sullivan :-)
Clark_Jill

Jan 22 01:07:56
#FF @YvesHanoulle @FSonnenberg @brainslink @geekphilosophy @KareAnderson @RoyOsherove @avi_kaye @Choypw @Leadershipwatch @KetelboeterPR
ChristopherAver

Jan 21 17:54:02
@Choypw :-))
GrahamHill

Jan 21 17:21:37
@Choypw thanks for the RT!
CustomerProfit

Jan 21 16:49:28
Tony Hsieh: Branding Through Customer Service http://huff.to/fR4RFw via @Assistly
Choypw

Jan 21 16:43:34
RT @ty_sullivan: #FF PPL I Admire! @CustThermometer @MKCallConsult @Choypw @skip7547 @YouTernMark @prosperitygal @clark_jill @cmcphillips
CustThermometer

Jan 21 15:59:12
@Choypw @GrahamHill Interesting conversation, experience has many meanings or dimensions IMO http://bit.ly/hLPNDQ
Jeroen_Bouserie

Jan 21 15:46:20
RT @Choypw: @GrahamHill To me, experience is the evaluation of value created at touchpoint. then end to end means cust. service too.
spirospiliadis

Jan 21 15:43:05
@GrahamHill It depends on when experience is a verb and when it's a noun?
Choypw

Jan 21 15:39:45
@Choypw We process performances and attitudes differently. And they drive different behaviours e.g. http://is.gd/DHuUrA
GrahamHill

Jan 21 15:37:22
@choypw Tribe brother...it's all about the Tribe :) have a great weekend!
ty_sullivan

Jan 21 15:37:05
@Choypw That makes experience a performance. But what about the overall end-to-end experience. That makes experience an attitude.
GrahamHill

Jan 21 15:35:55
@GrahamHill To me, experience is the evaluation of value created at touchpoint.
Choypw

Jan 21 15:34:06
@ty_sullivan I'm flattered... TYVM!
Choypw

Jan 21 15:33:29
@Choypw GDL. Customer service is a subset of the experience. SDL. But the experience consists of value co-creation through service
GrahamHill

Jan 21 15:32:34
Service design = Design of how parties apply capabilities to assist others and thus... how they co-create value together via @GrahamHill
Choypw

Jan 21 15:31:45
Not all touchpoints are equally important. Some are more important than others. Moments of truth? via @GrahamHill
Choypw

Jan 21 15:30:25
Service is a subset of the total experience via @GrahamHill | Couldn't agree more!
Choypw

Jan 21 14:40:28
@wimrampen lol! You tell me... I never think service and experience are the same thing. :)
Choypw

Jan 21 14:33:38
@Choypw to confuse ourselves?
wimrampen

Jan 21 14:33:06
@wimrampen If service is experience, then why we need both words?
Choypw

Jan 21 14:31:58
@Choypw to me it is.. but both practices should probably learn from each other
wimrampen

Jan 21 14:31:56
The Company -Customer Pact from the "real people" at Get Satisfaction http://getsatisfaction.com/ccpact via @joepine
Choypw

Jan 21 14:30:23
@wimrampen What is experience design? Same as service design?
Choypw

Jan 21 14:28:08
@Choypw service design is abt designing experiences over lifetime of usage of products & services, aimed to support Customers meeting goals
wimrampen

Jan 21 14:25:18
@Choypw part of the bigger whole.. 2. CEX is not just about Customer Service.. 3. Service Design is not just about designing services 2/3
wimrampen

Jan 21 14:24:17
@Choypw point is, you need to make assessment before you can decide.. more importantly: 1. customer service should recognize they're ½
wimrampen

Jan 21 14:20:23
@wimrampen If customer posts a tweet: xyz service su**s.. or "my experienc with xyz s***ked". Who should deal with it? | What do you think?
Choypw

Jan 21 14:14:12
@wimrampen lol! What if I answer "the service is good, but the experience is bad."
Choypw

Jan 21 14:12:52
@Choypw and what if a customer posts a tweet: xyz service su**s.. or "my experienc with xyz s***ked".. Who should deal with it?
wimrampen

Jan 21 14:10:58
@Choypw so, if we ask in a survey: "what did you think of our service".. How should we interpret the answer?
wimrampen

Jan 21 14:09:46
@Choypw I'm not saying they mix it.. but lot's of what "we" name experience, will be just "service" to them
wimrampen

Jan 21 14:01:22
TY! RT @ty_sullivan #FF PPL I Admire! @CustThermometer @MKCallConsult @Choypw @skip7547 @YouTernMark @prosperitygal @clark_jill @cmcphillips
YouTernMark

Jan 21 13:54:58
@wimrampen I have never heard of Disney service but experience. Customers are not dumb?
Choypw

Jan 21 13:29:56
@ty_sullivan Honored that you have included me! #FF PPL I Admire! @CustThermometer @MKCallConsult @Choypw @skip7547 @YouTernMark ....
MKCallConsult

Jan 21 12:59:30
#FF PPL I Admire! @CustThermometer @MKCallConsult @Choypw @skip7547 @YouTernMark @prosperitygal @MelodyLeaLamb @clark_jill @cmcphillips
ty_sullivan

Jan 21 12:03:54
RT @choypw: Four types of Customer Value destruction http://bit.ly/fb1JrL via @wimrampen #scrm #custserv
amits_28

Jan 21 11:27:59
Four types of Customer Value destruction http://bit.ly/fb1JrL via @wimrampen #scrm #custserv
Choypw

Jan 21 06:30:38
Relationship does drive influence and loyalty; and Interactions drive relationships via @nedkumar @mich8elwu
Choypw

Jan 21 02:51:25
This will never get old: Coca-Cola Happiness Machine London http://ow.ly/3HjkU via @LindaIreland @mitchjoel @sparksheet
Choypw

Jan 21 02:48:20
The Six Pillars of Influence http://goo.gl/fb/3Or5z via @YourCustomers #sales
Choypw

Jan 21 00:42:24
Thrilled & honored - RT's & shout-outs from friends: @SuzanneGerety @jenniferdu79 @DeliverBliss @Choypw for http://ez.com/fdex
scottmckain

Jan 20 20:44:57
Thanks for RT @rickross10 @audhall @InnovationWings @ralph_ohr @thinktank_ @Choypw
frankcalberg

Jan 20 19:01:52
Thanks so much @RoyOsherove @avi_kaye @Choypw @Leadershipwatch @KetelboeterPR for rt'ing http://j.mp/ga8NYY
ChristopherAver

Jan 20 18:06:22
The Difference Between Accountable and Responsible via @KetelboeterPR @ChristopherAver http://j.mp/ga8NYY #agile #leaders #Leadership
Choypw

Jan 20 17:29:47
Sustainability mini-cases http://t.co/Fim5cmc via @mitsmr #nike #ge #RioTinto #BetterPlace #WalMart
Choypw

Jan 20 17:27:04
Simplifying Customer-Centricity - free white paper http://bit.ly/e9WZGJ via @CustomerProfit
Choypw

Jan 20 16:56:01
RT @Cogiva: The Customer Svc Wkly is out! http://bit.ly/gPrgF4 ▸ Top stories today by @choosenick @choypw @cogiva @lindaireland @goodified
LindaIreland

Jan 20 16:07:20
My Chapter on Relationships: The R in Social CRM http://ow.ly/3H96l via @mich8elwu #crm #scrm #loyalty #influence #community #socnet
Choypw

Jan 20 15:59:37
9 Proven Ways to Find Unmet Customer Needs via @ralph_ohr @frankcalberg @thinktank_ http://fb.me/DWFjW0w3
Choypw

Jan 20 12:18:02
The Customer Service Weekly is out! http://bit.ly/gPrgF4 ▸ Top stories today by @choosenick @choypw @cogiva @lindaireland @goodified
Cogiva

Jan 20 09:59:45
@Choypw LOL - there were so many of you in my mention-column :)
wimrampen

Jan 20 09:27:19
@Choypw Thank you for the RT!
dirktewinkel

Jan 20 09:12:46
@wimrampen You actually mentioned me twice. :)
Choypw

Jan 20 09:10:58
Porters Value Chain is road to dead-end. That's why I love the 'Value Net' approach http://bit.ly/gUwMOs via @dirktewinkel @wimrampen
Choypw

Jan 20 08:35:31
Tx @eguilloteau @GrahamHill @Choypw @chris_bailey @bsdalton @CoCreatr @DaveyGMI @ozawa_miyabi @bduperrin @remarkmarketing 4 RT's & convo :)
wimrampen

Jan 20 08:29:53
tx @ireneclng @jayhawkscot @suijkerwerk @robvanvlokhoven @tdebaillon @spirospiliadis @lirons @Choypw @prem_k @SocialCRMExpert 4 RT's & convo
wimrampen

Jan 20 07:53:43
What do #branding and #innovation have in common? via @FastCompany @ExponentialEdge @DavidAaker http://bit.ly/hikphE
Choypw

Jan 20 05:54:51
Customer Journey Mapping http://bit.ly/i0rKRJ #cem
Choypw

Jan 20 05:54:02
Showing how to deliver customer focus - using journey mapping http://bit.ly/g9TSnh #cem
Choypw

Jan 20 05:40:04
Improving the Customer Experience through Customer Journey Mapping http://bit.ly/eOSydg #cem
Choypw

Jan 20 04:41:52
The power of one person…and your corporate culture http://j.mp/gbYewO via @scottmckain @DeliverBliss #cem #custserv #FedEx
Choypw

Jan 20 03:11:20
Six Keys to Changing Almost Anything http://bit.ly/g6Kasr from the @energyproject on #behaviorchange via @frogdesign
Choypw

Jan 20 02:34:47
I'm reducing the number of people I'm following... because I'm smarter now? Or dumber? #ff
Choypw

Jan 20 01:14:05
@choypw Thanks for the RT! Have a great night!
responsetek

Jan 20 00:59:29
70% of the buyers journey is complete before they talk to the salesperson via @responsetek #BtoBWC
Choypw

Jan 19 22:38:54
@choypw always happy to share some great words from our Sales Best Practices community and to promote our active members ;-)
sales_eu_org

Jan 19 19:53:51
Thanks for RTs for new blog @Choypw @vanbael @jedlangdon: Why self-service isn't customer service http://cot.ag/frCF00 #custserv
Intersperience

Jan 19 18:30:07
RT @bcarroll7: RT @Choypw There are 2 types of memory: 1 that customers want to recall & 1 they hate 2 recall. #custserv #justsayin
responsetek

Jan 19 17:37:56
@Choypw If customers are willing to allow Cos to create more value, they can reasonably expect to create more value for themselves
GrahamHill

Jan 19 17:36:06
@Choypw Why isn't it VCC? VCC is about MUTUAL value co-creation, not one side taking the lion's share for themselves.
GrahamHill

Jan 19 16:02:35
@Choypw My pleasure!!
bcarroll7

Jan 19 16:02:24
@bcarroll7 Appreciate your RT! :)
Choypw

Jan 19 16:00:55
RT @Choypw There are only 2 types of memory: 1 that customers want to recall, & 1 they hate to recall. Make the right choice. #cem #custserv
bcarroll7

Jan 19 15:59:57
There are only 2 types of memory: one that customers want to recall, and one they hate to recall. Make the right choice. #cem #custserv
Choypw

Jan 19 15:53:32
@Choypw relative to others yes, and likely within segments too... (ps the 9K is wrong.. I thought you were paying 80/month.. it's p/annum ;)
wimrampen

Jan 19 15:52:12
@wimrampen Whether my CLTV is high or not is all relative, right? :)
Choypw

Jan 19 15:51:21
@wimrampen Glad to know... I really find it disturbing that some people think China is evil. Anyway...
Choypw

Jan 19 15:45:55
@Choypw sure, but if you don't need much service or maintenance, and already spent > US$9K, your CLTV could be relatively high
wimrampen

Jan 19 15:43:31
@Choypw I have no negative bias towards China in general.. but for some elements, not part of this discussion ;)
wimrampen

Jan 19 15:42:43
@wimrampen I'm paying less than US$80 per annum... A lot of HK users pay more than I do, especially B2B customers. :)
Choypw

Jan 19 15:42:08
@Choypw or share of portfolio for that matter
wimrampen

Jan 19 15:41:42
@Choypw and if you're big advocate your referral value might be high as well.. Value of Customer these days is not only share of wallet
wimrampen

Jan 19 15:40:44
Segmentation kills VCC? Or the other way around?
Choypw

Jan 19 15:40:17
Commie to get you RT @wimrampen @Choypw and we must always remember: customer have options too.. it's not communism ;)
RedScareBot

Jan 19 15:39:56
@Choypw why do you think you are low value customer.. from lifetime value perspective you may be very high value
wimrampen

Jan 19 15:39:54
@wimrampen Exactly! I am a big advocate of 5W1H!
Choypw

Jan 19 15:38:58
@wimrampen I'm low-value to my ISP supplier, but I still expect quality service because I've been using them for 10 years.
Choypw

Jan 19 15:37:42
@Choypw Who = who's the customer.. What = what is his need/problem/job-to-be-done How = what are we going to do abt it & how .. vcc = all 3
wimrampen

Jan 19 15:37:16
@wimrampen Context... Agreed! Not all low-value customers should be self-served. It depends.
Choypw

Jan 19 15:35:17
@wimrampen LOL. Even if it's communism, there's still choice. We shouldn't have too much bias against China. :)
Choypw

Jan 19 15:33:33
@wimrampen Customer-centricity is the what; VCC is the how.
Choypw

Jan 19 15:31:24
@Choypw and we must always remember: customer have options too.. it's not communism ;)
wimrampen

Jan 19 15:30:44
@Choypw it may be better for both company and customer to use self-service for better value co-creation.. depending on e.g. on context
wimrampen

Jan 19 15:29:06
@Choypw value co-creation is not a choice, it's the way things are.. company's and customers co-create value all the time through all means
wimrampen

Jan 19 15:25:06
@wimrampen Why self-serve? They don't deserved to be served because of low-value? We are forcing them to create value for themselves?
Choypw

Jan 19 14:43:27
@Choypw why is that not VCC? cc. @GrahamHill @ekolsky
wimrampen

Jan 19 14:39:30
@CoCreatr @grahamhill @wimrampen Welcome to East meets West! :)
Choypw

Jan 19 14:37:54
Low value customers are still customers. They deserve what they deserve. cc @GrahamHill @wimrampen @ekolsky
Choypw

Jan 19 14:37:06
@GrahamHill @wimrampen @ekolsky Low value customers may have to self-serve or pay extra for human | That's not VCC.
Choypw

Jan 19 14:35:01
@GrahamHill People in China of course are allowed to complain...
Choypw

Jan 19 14:06:23
@Choypw same in Japan. You complain, you get immediate apology, then they try to find it's legit and fumble fo fix. @grahamhill @wimrampen
CoCreatr

Jan 19 13:58:05
@Choypw Is this a HK cultural thing? Are people even allowed to have complaints on the mainland?
GrahamHill

Jan 19 13:39:09
@GrahamHill In HK, people expect almost immediate response to complaints... 60-min... unacceptable! cc @wimrampen
Choypw

Jan 19 13:34:53
@sales_eu_org Appreciate the mention!
Choypw

Jan 19 06:55:02
make little things count... Make A Big Difference! - Favorite quote from @Choypw members of our #Sales Grp http://ht.ly/1GnkG #in
sales_eu_org

Jan 19 00:52:10
Customer Experience: The Key to Beating Your Competition & Boosting Profits http://ow.ly/3FYus via @AMAnet #Management #cem
Choypw

Jan 19 00:49:15
Why self-service isn't customer service http://cot.ag/frCF00 via @vanbael @jedlangdon @Intersperience #custserv
Choypw

Jan 19 00:47:09
Customer Experience Management: The Medium Is The Message http://goo.gl/fb/dfDUw via @YourCustomers #custserv #cem
Choypw

Jan 18 14:30:44
Demand Creation vs Cold Calling http://goo.gl/fb/wkvLK via @YourCustomers #sales
Choypw

Jan 18 11:42:19
RT @Choypw Check out & participate! Global Service Jam on March 11!http://www.globalservicejam.org via @adamstjohn @joepine #custserv #GSJ11
guy1067

Jan 18 00:45:02
RT @choypw: The Virtuous Cycle of Customer Care http://bit.ly/fyBRXM via @Assistly #cem #custserv
responsetek

Tweets of 11-17 Jan 2011

Jan 17 23:50:02
RT @choypw: Making user & customer experience a business competency http://bit.ly/f9DPXQ via @MichaelHinshaw @KevinRCopp @instituteofcs #CEM
responsetek

Jan 17 23:15:00
Design is what separates the serial innovators from the one-hit wonders. via @MARTYneumeier
Choypw

Jan 17 23:14:15
The Virtuous Cycle of Customer Care http://bit.ly/fyBRXM via @Assistly #cem #custserv
Choypw

Jan 17 23:12:08
Silence is not = to agreement or judgment. Silence is a space. Don't assume what's in it. via @jeanniecw @lizstrauss
Choypw

Jan 17 23:08:22
Making user and customer experience a business competency http://bit.ly/f9DPXQ via @MichaelHinshaw @kevinrcopp @instituteofcs #cem
Choypw

Jan 17 23:05:13
Does "User Experience" Really Matter? http://bit.ly/bWbCIa via @wimrampen @rotkapchen
Choypw

Jan 17 21:00:51
RT @thinktank_: Thx a million 4 your RTs @patgen @Omaniblog @PacelineConsult @Jabaldaia @designEchoLess @emoticomma @bizshrink @Choypw
RevezNexus

Jan 17 20:51:19
Thanks a million for your RTs @patgen @Omaniblog @RevezNexus @PacelineConsult @Jabaldaia @designEchoLess @emoticomma @bizshrink @Choypw
thinktank_

Jan 17 15:25:42
There are two pains in life: The pain of discipline now or the pain of regret later via @tedcoine #leadbiz
Choypw

Jan 17 02:10:09
"Part of human relationship is that we must be able to share more when we trust somebody more." http://bit.ly/g2rV3n | Not true!
Choypw

Jan 16 16:51:44
@choypw nothing, met w/ her through Prof Dilip Soman. She mention will teach a class at HKUST next semester. Just curious if you know her.
mich8elwu

Jan 16 16:46:54
Why do we need "objective measure" when customer doesn't use it and everyone perceives differently? cc @wimrampen
Choypw

Jan 16 16:43:56
@mich8elwu I think she's not with HKUST... Anything I can do for you?
Choypw

Jan 16 16:42:50
If reality=(value receive) & there is no such thing as value received. then perception=reality implies perception=doesn't exist @mich8elwu
Choypw

Jan 16 16:42:42
@wimrampen lol... I understand :-) Everyday language is not always mathematically precise. just having some fun & I agree w/ u cc @choypw
mich8elwu

Jan 16 16:35:05
@wimrampen hmm that doesn't make sense mathematically then. ... see next tweet... cc @choypw
mich8elwu

Jan 16 16:30:49
@choypw Since you are in HK, I curious if you know an sCRM consultant + instructor at HKUST name Joni Ngai
mich8elwu

Jan 16 16:28:52
@Choypw I assumed the same as you did ;) And I still agree with that perception @mich8elwu
wimrampen

Jan 16 16:28:18
@Choypw a Customer may use the words "I got a lot of value" .. but there's no objective measure.. everyone perceives differently
wimrampen

Jan 16 16:27:47
@mich8elwu Ops... sorry... cc @wimrampen @grahamhill @prem_k
Choypw

Jan 16 16:26:48
@choypw actually what I said was Perception NOT= Reality. != means NOT equal in DB lang (SQL). blame 140 char @wimrampen @grahamhill @prem_k
mich8elwu

Jan 16 16:25:52
@wimrampen No value received? Everything exists for a purpose. No? cc @wimrampen @grahamhill @prem_k
Choypw

Jan 16 16:22:18
Perception=Reality via @mich8elwu | Are we being too theoretical now? cc @wimrampen @grahamhill @prem_k
Choypw

Jan 16 16:05:18
@wimrampen @grahamhill @prem_k So even we can't measure neurobiologically the value perception, we can infer from user behavior cc @choypw
mich8elwu

Jan 16 16:03:45
@wimrampen Imaginary experiences are experiences that touch both mind and heart cc @GrahamHill
Choypw

Jan 16 16:02:51
@Choypw really.. that's why we have many discussion abt it.. little, if at all, has been empirically tested.. changing now says @GrahamHill
wimrampen

Jan 16 15:58:47
Good cust-serv process should incorporate getting feedback from cust about their value perception w/o survey via @mich8elwu
Choypw

Jan 16 15:57:53
Let's not get stuck on the tiny, tiny, tiny part of the CEx that is traditional customer service via @GrahamHill | Bingo!!!
Choypw

Jan 16 15:57:12
See @MoiraClark recent work on Customer Experience Quality http://tinyurl.com/5uafs53 via @GrahamHill
Choypw

Jan 16 15:55:11
To date little is known abt relationship of customer value & customer experience. Without that it's hard co-creating @wimrampen | Really?
Choypw

Jan 16 15:52:41
Thank you gentlemen! I enjoyed the convo much! @mich8elwu @grahamhill @prem_k @wimrampen
Choypw

Jan 16 15:47:54
@mich8elwu @wimrampen @GrahamHill @Choypw hope eventually we can get to a stage where we can answer why the chicken crossed the road ;)
prem_k

Jan 16 15:44:18
@wimrampen Good way to deal with any chicken-egg prob, is to start somewhere, then iterate. cc @grahamhill @prem_k @choypw
mich8elwu

Jan 16 15:42:21
@mich8elwu agree to that :) @grahamhill @choypw @prem_k
wimrampen

Jan 16 15:41:41
@wimrampen @grahamhill @choypw @prem_k by co-creating you get constant feedback from cust, easier to understand value perception by cust
mich8elwu

Jan 16 15:41:17
@wimrampen @grahamhill yes, min-acceptable value is not optimal, but it's a 1st step. @choypw @prem_k
mich8elwu

Jan 16 15:40:22
@Choypw LOL. Which largely renders customer-centricity as currently implemented by most companies obsolete :-)
GrahamHill

Jan 16 15:38:28
Customer-centricity is the what; value co-creation is the how?
Choypw

Jan 16 15:36:44
If customer don't have power to determine success, they will care less via @mich8elwu | That's why we still need customer-centricity!
Choypw

Jan 16 15:31:51
Cust-centricity is reaction of a) biz fail 2 create value 4 customer b) customer gaining power 2 determine biz's success via @mich8elwu
Choypw

Jan 16 14:47:53
Is customer-centricity a sign of our failure to put value co-creation (together with customers) at the heart of business via @CoCreateValue
Choypw

Jan 16 07:16:42
What are you buying that you think I don’t even know I’m selling? via @chuckblakeman @CoCreatr http://t.co/7rIoyDw
Choypw

Jan 15 23:04:29
Thanks: @berendjan @Choypw @jorgebarba @nedkumar @susagroup @wimrampen @Jabaldaia @brandexpression @LeilaOliva
ariegoldshlager

Jan 15 20:27:11
What Customers Want from Your Products http://bit.ly/fqsjur via @bhc3 @ariegoldshlager #innovation
Choypw

Jan 15 20:25:51
Emotional #branding can never replace meaningnful product via @thinktank_ #innovation
Choypw

Jan 15 18:15:07
At Apple they refer to their brand as a person in the room, "Apple wouldn't do that." or "Apple designs this way." via @johnmaeda #wwad
Choypw

Jan 15 15:58:49
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today by @restaurantnews1 @mobilefoodnews @choypw
PFSFoodGuy

Jan 15 13:44:01
Many know "what" and some know "how" but who knows WHY! via @KnowledgeBishop #BeTheOne
Choypw

Jan 15 09:21:23
@Choypw actually, I lied. Found quora now needs an invite from someone inside, so did just that. No more direct sign up.
CoCreatr

Jan 15 08:58:05
@CoCreatr Appreciate much your help. You're definitely more helpful than @quora. :)
Choypw

Jan 15 08:47:36
@Choypw need no invite, just sign up. If via twitter, make sure whether you want to autofollow on Quora, too.
CoCreatr

Jan 15 08:38:32
Why we need @Quora? I requested to be invited but I never get the invitation! #fail
Choypw

Jan 15 08:32:53
For almost any question I ask on @Twitter, I get decent answers within a couple of hours. What again do I need @Quora for? via @wimrampen
Choypw

Jan 15 08:16:35
@Choypw I think - in real life - both do the same things.. whether they do them well depends on logic, value framework & methods applied
wimrampen

Jan 15 07:48:16
Who is more important: service designers, or experience designers? cc @wimrampen
Choypw

Jan 15 07:47:31
What do Service Designers do? http://bit.ly/g937wX via @wimrampen
Choypw

Jan 15 07:11:25
RT @Choypw: Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @myragolden @expertinservice...
NewWorkTrends

Jan 15 05:28:42
Is customer focus overrated? http://j.mp/fCFLNY via @DeliverBliss #custserv
Choypw

Jan 15 05:21:16
How do colors affect purchases? http://bit.ly/hZTLBI via @annekejong @alanajoy @aaker
Choypw

Jan 15 00:29:52
Rolling out RT gratitude to @Choypw @tedcoine for sending on 11 Bold Strategies for Employee Devt. in 2011 http://j.mp/ebxjGN
bethweisberg

Jan 14 20:56:38
#thanks #FF Luv! @lewisporetz @LadyEleanorA @Yokoono @eric_halsey @Misslindadee @ojezap @Choypw @experteyes @JennyDeVaughn @Zendesk
LewisPoretz

Jan 14 20:52:50
Ty'c TY's RTs & #FF Luv! @lewisporetz @LadyEleanorA @Yokoono @eric_halsey @Misslindadee @ojezap @Choypw @experteyes @JennyDeVaughn @Zendesk
ty_sullivan

Jan 14 19:46:43
@Choypw Thanks, Daryl! and thanks for the blog comment!
Assistly

Jan 14 19:31:22
Does your business have these 8 winning strategies? http://ow.ly/3DJX0 via @retexperience #retailconcepts
Choypw

Jan 14 19:18:23
Most employees want appreciation and financial rewards, but high achievers want something more. They want wicked problems via @MARTYneumeier
Choypw

Jan 14 19:13:04
You're the best! Thanks @mattrwolf, @andyuskavitch, @Choypw, @mtcbells, @Tom_Rob, @warriorafire, @PureLogicInc, @jdcookii, @liseconde
DisneyInstitute

Jan 14 17:48:35
What Exactly Is Customer Touchpoint? http://j.mp/fs7J64 via @assistly @DeliverBliss #custserv #cem via @Choypw #cex #servicedesign
fredzimny

Jan 14 15:49:27
RT @Choypw: What Exactly Is Customer Touchpoint? http://j.mp/fs7J64 via @assistly @DeliverBliss #custserv #cem
sarah_gore

Jan 14 15:23:13
What Exactly Is Customer Touchpoint? http://j.mp/fs7J64 via @assistly @DeliverBliss #custserv #cem
Choypw

Jan 14 13:52:26
Thx @the_networks @Digitaltonto @marketingfltr @Choypw @DeliverBliss @ggheorghiu @glfceo @_social_club_ @rwang0 @dabarlow @jorgebarba 4 RT's
wimrampen

Jan 14 08:53:48
Good discussion started by @Choypw on my "what is Service?"-post: http://bit.ly/goS4CX Experience trumps Service, or vice-versa?
wimrampen

Jan 14 06:13:10
Service Design meets (Social) CRM http://t.co/Z7BDDPI via @wimrampen #touchpoint #cem
Choypw

Jan 14 05:43:46
Service is not experience http://bit.ly/dEaISk #cem #custserv #servicedesign cc @wimrampen
Choypw

Jan 14 02:06:34
Thanks RT @Cogiva The Customer Service Weekly is out! http://bit.ly/baeYpv -Top stories today by @choypw @expertinservice @cogiva @mattjury
MattJury

Jan 14 01:49:47
11 Bold Strategies for Employee Development in 2011 http://j.mp/ebxjGN via @bethweisberg @shawmu @tedcoine #LeadChange #LeadBiz
Choypw

Jan 13 23:58:27
The Influence of Trust http://anni.es/fLmlGD via @cxpbootcamp
Choypw

Jan 13 18:39:00
RT @Cogiva: The Customer Service Weekly is out! http://bit.ly/baeYpv ▸ Top stories today by @Choypw @expertinservice @Cogiva @MattJury
Customer1CRM

Jan 13 18:37:10
TY RT @cogiva: The Customer Service Weekly is out! http://bit.ly/baeYpv ▸ Top stories today by @Choypw @expertinservice @Cogiva @MattJury
expertinservice

Jan 13 16:36:15
Support is more than answering questions, it's offering customers info, resources help them get max benefit via @JustinFlitter #custserv
Choypw

Jan 13 16:34:39
Marketing to Shoppers at Every Touchpoint http://bit.ly/he49aJ via @CustomerProfit @emarketer #crm #cem
Choypw

Jan 13 16:07:31
Twitter is like sex! It's amazing when you have it, but it definitely hurts if you always think about it.
Choypw

Jan 13 15:53:59
I was wondering if I should quit Twitter for a while so I can focus on completing the toex framework...? Twitter is just so distracting!
Choypw

Jan 13 14:32:29
@Choypw Sent you a mail! :)
adamstjohn

Jan 13 14:16:26
Why customer experience 2.0? Is it necessary to have 2.0, 3.0, or x.0 for almost everything?! Back to basics please! #cem
Choypw

Jan 13 12:17:52
The Customer Service Weekly is out! http://bit.ly/baeYpv ▸ Top stories today by @choypw @expertinservice @cogiva @mattjury
Cogiva

Jan 13 11:31:25
@Choypw examples of experience flows instead of journey maps ;)
wimrampen

Jan 13 10:21:17
@adamstjohn What do I need to do to set up a Jam in HK? :)
Choypw

Jan 13 10:11:47
Check out & then participate! Global Service Jam on March 11!http://www.globalservicejam.org via @adamstjohn @joepine #custserv #GSJ11
Choypw

Jan 13 08:58:53
Just realized that old @Twitter is faster than new one. Is it difficult to keep good old stuff in new deliverable? Bad experience! #fail
Choypw

Jan 13 08:51:01
@wimrampen Examples of good and great experience?
Choypw

Jan 13 08:12:53
@Choypw interesting..any examples? #cem
wimrampen

Jan 13 08:12:16
experience flow is more important than touchpoint mapping. #cem
Choypw

Jan 13 08:04:51
What is bad experience? What is great experience? http://bit.ly/gYOk4G via @FlowInteractive #cem
Choypw

Jan 12 17:10:03
@choypw Thanks for the RT's yesterday!! Happy Wednesday!!
responsetek

Jan 12 17:07:08
Thank you @Choypw. Did you see this today? http://bit.ly/eTLZMT
sarah_gore

Jan 12 16:48:02
Be positive to voice of customer. h/t @LiorStrativity cc @GrahamHill @marc_c_mandel
Choypw

Jan 12 16:45:26
Strativity CEM Certification Program http://ow.ly/3Bkkg via @marc_c_mandel #CEM
Choypw

Jan 12 16:29:11
@GrahamHill @wimrampen We are just customers.
Choypw

Jan 12 15:34:19
@Choypw Thank you for the RT!
bcarroll7

Jan 12 15:23:11
If you had 30 seconds to explain your business to a potential client, what would you say? http://bit.ly/elptch via @DisneyInstitute
Choypw

Jan 12 14:54:26
@baileyworkplay @A_Bonner @sarah_gore @michelhogan @DeliverBliss @Choypw Thank you for the RT's on the blog! :) #cem #cx #custserv
jeanniecw

Jan 12 13:55:09
@choypw It was nice to see you back in the chat again. You make excellent statements/questions. #custserv
JeffreyJKingman

Jan 12 13:49:33
@JeffreyJKingman Jeffrey my man, I'm totally with you. :)
Choypw

Jan 12 13:45:21
@choypw Choy my friend, I see my role in chat to be provacative (gently); to ask questions that people want to answer. :)) Peace
JeffreyJKingman

Jan 12 11:44:22
Thnx for Tue RTs! @DinoDinosaur1 @aliriop @Choypw @MidLevelMuse @kilnco @juzzykangaroo @RickCoplin @DavidGrahamSA @joyofsmallbiz @ColinRusso
Brainzooming

Jan 12 09:58:53
25 top positive words and phrases that could improve #custserv in 2011 http://ow.ly/3B1x0 via @Customers_Shoes @JontyPearce
Choypw

Jan 12 09:54:03
@ekolsky draw-draw better than win-win in compromising #custserv | Love to learn more about draw-draw cc @GrahamHill @wimrampen @TCoughlin
Choypw

Jan 12 09:51:45
@TCoughlin That's sad isn't it? Then it's our job to ask why win-win is not possible? What can be done to make it possible? #custserv
Choypw

Jan 12 09:50:08
@JeffreyJKingman Instead of asking who's right or wrong, I prefer to focus on solutions. That makes everyone happier.
Choypw

Jan 12 09:46:21
Nine companies with good customer service http://su.pr/910lq1 via @bcarroll7 @TIME #custserv #cem
Choypw

Jan 12 03:52:28
@choypw @responsetek thx for the RTs!
cxpbootcamp

Jan 12 03:13:25
My pleasure TY RT @Choypw: Thank you @MarshaCollier & @JeffreyJKingman for hosting #custserv chat. You make my life happier here in China
MarshaCollier

Jan 12 03:11:21
Thank you @MarshaCollier and @JeffreyJKingman for hosting #custserv chat. You make my life happier here in China. :)
Choypw

Jan 12 03:04:40
@wimrampen Interesting. I can't access your link on service here in China. I guess I need to do it back in Hong Kong. Strange...
Choypw

Jan 12 02:54:57
Integration Key to New Customer Service http://anni.es/fyfcDl (Expectation setting also goes a long way...) via @cxpbootcamp
Choypw

Jan 12 02:54:20
"Never send a letter on the day you write it." David Ogilvy [No reason this rule shouldn't hold today for most emails.] via @tom_peters
Choypw

Jan 12 02:44:03
RT @Choypw: Why customers are wrong? Because firms set wrong expectations? Or because firms dont understand them well? both. #custserv
Toby_Metcalf

Jan 12 02:43:24
Why customers are wrong? Because firms set wrong expectations? Or because firms don't understand them well? I guess both. #custserv
Choypw

Jan 12 02:35:58
@TCoughlin @Choypw draw-draw is better than win-win in compromising #custserv
ekolsky

Jan 12 02:35:27
@Choypw Win-win is not always possible, especially if one party only cares about winning at other parties expense. #custserv
TCoughlin

Jan 12 02:33:38
It's worthless to argue who's right or wrong. It's priceless to focus on creating win-win value. #custserv
Choypw

Jan 12 02:32:48
@Choypw Is it that grey? Is there never a situation where customer is completely wrong? #custserv
JeffreyJKingman

Jan 12 02:31:45
Come on. There is really no right or wrong. Focus on the value co-creation process. #custserv
Choypw

Jan 12 02:29:54
Service Design or Designing for Service? http://bit.ly/dTDahO via @wimrampen #servicedesign #designthinking
Choypw

Jan 12 02:29:14
Taking Cues from Disney on Putting a Little Magic in your Business http://ow.ly/3BCs9 via @CarlaYoung @responsetek @shellykramer
Choypw

Jan 12 02:19:34
Consumers want to personalize, not customize. They may just be using the wrong word. http://tgam.ca/BYwf via @responsetek @globesmallbiz
Choypw

Jan 12 02:18:12
45 Articles for Improving Your Organization's Success http://bit.ly/gISoKK via @Brainzooming #strategy #metrics #techniques #Innovation
Choypw

Jan 12 02:16:36
Getting organized? Consider this:The Customer Experience Process Purge http://bit.ly/i5ZBGo via @jeanniecw #cem #cx #custserv
Choypw

Jan 12 02:11:55
Knowing Your Customer’s Most Basic Needs http://anni.es/eTE3BS via @cxpbootcamp
Choypw

Jan 12 02:06:27
Chris Brogan, always thinking out of the box. http://bit.ly/dT6Ap5 via @sarah_gore
Choypw

Jan 11 18:56:26
All changes come from the same origin. Back to basics!
Choypw

Tweets of 4-10 Jan 2011

Jan 10 23:33:04
Just because a rep resolves an issue doesn't mean the customrs smiling. View FCR in context of the customr exp via @greg_levin #custserv
Choypw

Jan 10 22:50:39
Iconic Brand, Generic Experience http://j.mp/dVIC5w via @Reaburn @DeliverBliss #cem #Starbucks
Choypw

Jan 10 18:35:37
@Choypw thnx for the RT :)
Employees1st

Jan 10 16:43:36
RT @Choypw: The Virgin experience http://ow.ly/3B41A via @richardbranson @AMAnet #Leadership #cem
jedlangdon

Jan 10 16:15:47
The Virgin experience http://ow.ly/3B41A via @richardbranson @AMAnet #Leadership #cem
Choypw

Jan 10 14:35:25
Employees First Customers Second approach shared by top companies like Microsoft, Cisco & Marriott http://bit.ly/hNZ2zq via @Employees1st
Choypw

Jan 10 10:47:33
"Knowing others is intelligence; knowing yourself is true wisdom. Mastering others is strength; mastering yourself is true power." Lao Zi
Choypw

Jan 10 07:44:05
A Tale of Two Thank You’s from a Customer Experience Perspective http://pulsene.ws/HmlX via @ErikPosthuma @ben_israel @armano #cem
Choypw

Jan 10 05:03:00
@bcarroll7 @quora I want to have an account, but I am not invited...
Choypw

Jan 10 01:14:01
How do I get invited for Quora? #socbiz
Choypw

Jan 09 21:48:34
Thx @SemiraSK @Jabaldaia @iterations @KRCraft @futurescape @guttertec @raesmaa @socialcustomers @rituparn @dscofield @Choypw for RT's
wimrampen

Jan 09 11:35:55
@choypw Thanks for the RT!
ErikPosthuma

Jan 09 11:15:59
A brand is not a separate thing http://t.co/6Py9kHg via @wimrampen @TomAsacker #cem
Choypw

Jan 09 09:57:50
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today by @toddweisscfa @tommydeetkb @eautotalk @markgarfield @choypw
kfiveson

Jan 09 08:19:54
RT @Choypw: Touchpoints http://feedly.com/k/dYX7CR via @wimrampen #cem
Cogiva

Jan 09 08:09:03
Touchpoints http://feedly.com/k/dYX7CR via @wimrampen #cem
Choypw

Jan 09 06:43:19
Thx @JenniferSertl @lsdelahoz @BasZurburg @SAlhir @wouter_trumpie @nedkumar @Choypw @BhairaviSagar @rsarasua @helenevdsluijs for RT's :)
wimrampen

Jan 09 04:16:31
Three customer experience differentiators to bet on in 2011 http://t.co/hQIkJcD via @yourcustomers @JeanneBliss #cem
Choypw

Jan 08 21:19:05
@Choypw thanks for RTing my post, would welcome your thoughts
GeorgeJulian

Jan 08 20:44:42
What is service design? http://feedly.com/k/gn6lUl via @GeorgeJulian @wimrampen #servicedesign
Choypw

Jan 08 20:28:55
Whither Services Marketing - In Search of a New Paradigm http://bit.ly/eMioIl via @wimrampen #sdl | How about experience?
Choypw

Jan 08 17:43:55
TY! @responsetek @yourcustomers @Hyken @KnowledgeBishop @ty_sullivan @curtbuthman @Choypw @marcio_saito @KateNasser @Assistly #FF #CustServ
amandakaufmann

Jan 08 15:25:55
I love your work =D RT @DonPeppers: thanks for the RTs @fabriciosaad @beckiemanley @Fania_ @Choypw http://tinyurl.com/2atl9xo
Fania_

Jan 08 15:11:22
thanks for the RTs @fabriciosaad @beckiemanley @Fania_ @Choypw http://tinyurl.com/2atl9xo
DonPeppers

Jan 08 14:21:05
5 things to avoid when thinking about your customer experience http://tinyurl.com/2dag2qq via @DonPeppers #cem
Choypw

Jan 08 13:43:41
@Choypw The words "humble" and "guru" don't belong in the same paragraph! But thanks anyway!
DonPeppers

Jan 08 13:43:10
RT @Choypw: To thank or not to thank - what's the proper Twitterquette? http://tinyurl.com/2atl9xo via @DonPeppers | You're a humble guru!
DonPeppers

Jan 08 12:53:11
To thank or not to thank - what's the proper Twitterquette? http://tinyurl.com/2atl9xo via @DonPeppers | You're a humble guru!
Choypw

Jan 08 10:32:48
10 business models that rocked 2010 http://ow.ly/3AnJ8 via @mich8elwu @nickdemey #biz #money #idea #ceo #mba
Choypw

Jan 08 04:19:47
Download a free ebook, Using Improv in Business. Contains some great ideas & articles http://tinyurl.com/38ss46z via @PaulSloane @joepine
Choypw

Jan 08 03:58:58
Business success today comes from converting imagination, empathy, and collaboration into patents, brands, and tribes. via @MARTYneumeier
Choypw

Jan 07 20:10:03
RT @choypw: 4 C's of the 2011 Customer http://bit.ly/gaRzcw via @WriteTheCompany @heatherrast #CustServ #cem
ecocustomers

Jan 07 19:36:14
Hey everyone, thanks for the RTs and mentions!@ecocustomers @ELIASGENDELMANN @Choypw @responsetek @likea33 @sami_saied
DonPeppers

Jan 07 19:27:57
Many thanks @Jen_Reyna @Ty_Sullivan @ResponseTek @EcoCustomers @MarshaCollier @NikkiFeroni @Sarah_Gore @ChoyPW for RTs
WriteTheCompany

Jan 07 17:11:01
"You don’t win with great shots; you win by making less mistakes." Jonas Bjorkman
Choypw

Jan 07 17:09:05
4 C's of the 2011 Customer http://bit.ly/gaRzcw via @WriteTheCompany @HeatherRast #CustServ #cem
Choypw

Jan 07 17:05:52
"Commitment leads to action. Action brings your dream closer." Marcia Wieder via @colourlovers
Choypw

Jan 07 16:04:18
RT @choypw: How to Choose a Customer Loyalty Metric http://bit.ly/bF1oo1 via @annemiekvMoorst @HuHeHa
ecocustomers

Jan 07 16:03:56
Research shows that being SELECTIVE about which customers you serve drives success http://tinyurl.com/2ae2cov via @GrahamHill #cem
Choypw

Jan 07 16:01:58
Customer Experience Lessons from the Milgram Experiment http://bt.io/GXzC via @wimrampen #cem
Choypw

Jan 07 16:00:49
How to Choose a Customer Loyalty Metric http://bit.ly/bF1oo1 via @annemiekvMoorst @HuHeHa
Choypw

Jan 07 15:58:50
Gain the trust of your customers by understanding and dissecting the right "moments of truth" http://tinyurl.com/2c3wbzh via @DonPeppers
Choypw

Jan 07 15:31:16
#FF #CustServ @yourcustomers @Hyken @KnowledgeBishop @ty_sullivan @curtbuthman @Choypw @marcio_saito @amandakaufmann @KateNasser @Assistly
responsetek

Jan 07 01:29:01
Want to introduce online training to others? This custom video we made for GoToTraining will help: http://bit.ly/eYtFuD via @CommonCraft
Choypw

Jan 07 01:22:38
@annemiekvMoorst I ain't sure if he's great or not, but one thing for sure: Sampson Lee prefers to work with non-Chinese. :)
Choypw

Jan 07 01:15:25
Measure customer value the customer way http://bit.ly/heXG6d via @Assistly #cem
Choypw

Jan 07 01:14:31
Ten Tips for Creating Great Customer Experience http://bit.ly/eE9w5A via @Assistly #cem
Choypw

Jan 06 21:49:36
@Choypw ok; I guess I know how -:) TP modelling is art. Do you know Sampson Lee of G-CEM? Lives in Hongkong too (was Shanghai). Great guy.
annemiekvMoorst

Jan 06 21:30:43
RT @choypw: "Focus on Mission, Deliver Customer Experience" http://bit.ly/hbftaR @responsetek cc:@marcio_saito #custserv ^KN
retexperience

Jan 06 17:06:06
You know nothing about #cem if you can't even tell who your customer is. Believe it or not, everyone is!
Choypw

Jan 06 17:01:34
Forget #cem. It's the experience that matters!
Choypw

Jan 06 16:59:21
@IdeaFreak Appreciate your RT!
Choypw

Jan 06 16:56:41
RT @Choypw: Every little thing matters in customer experience http://t.co/vu93lcA via @DeliverBliss #cem #custserv
cxpbootcamp

Jan 06 16:53:26
RT @choypw: experience just happens everywhere, not necessarily during purchase cycle. #cem So right!
IdeaFreak

Jan 06 16:45:22
experience just happens everywhere, not necessarily during purchase cycle. #cem
Choypw

Jan 06 16:32:14
Lou Carbone on Turning the Customer Experience into Emotional Engagement http://bit.ly/fLHJPZ via @joepine #cem
Choypw

Jan 06 15:45:02
@choypw @Mark_Harai Thanks for the RTs!
responsetek

Jan 06 14:58:57
How do you contribute to good customer experiences by Judie Lannon http://tinyurl.com/3x398y7 via @ShaunSmith_CEM #cem
Choypw

Jan 06 13:03:29
@Choypw Thanks for the RT, Daryl.
DeliverBliss

Jan 06 12:57:18
Every little thing matters in customer experience http://t.co/vu93lcA via @DeliverBliss #cem #custserv
Choypw

Jan 06 12:18:55
The Customer Service Weekly is out! http://bit.ly/gPrgF4 ▸ Top stories today by @patientopinion @bcarroll7 @choypw @wimrampen
Cogiva

Jan 06 12:05:44
Brand vs Experience http://post.ly/1RPMX via @ErikPosthuma #cem
Choypw

Jan 06 11:10:16
@GrahamHill @Choypw here are the followers you have in common http://bit.ly/f8gOSZ courtesy of @twiangulate
CoCreatr

Jan 06 10:15:04
@Choypw MSM = Multi-sided Market Andrei Hagiu on MSM http://tinyurl.com/2a9otc9 and http://tinyurl.com/agjuoy and http://tinyurl.com/3ao6x27
GrahamHill

Jan 06 10:10:04
@GrahamHill MSM model?
Choypw

Jan 06 10:03:34
@Choypw Looking forward to it. :-)
GrahamHill

Jan 06 10:02:58
@Choypw You are much too kind. Thank you. I enjoy our conversations a great deal.
GrahamHill

Jan 06 10:02:18
@Choypw I had the pleasure to meet and chat with @joepine at MCPC09 in Helsinki. His work on 'one of markets' is reminiscent of MSM models
GrahamHill

Jan 06 07:25:06
@GrahamHill What's the difference between satisfaction and delight? I'll reply your question in a blog post and share later.
Choypw

Jan 06 07:17:52
If you don't follow @GrahamHill, you shouldn't tweet. #ff
Choypw

Jan 06 06:54:49
@GrahamHill I'm working something on this too... @joepine is the guru here.
Choypw

Jan 06 06:51:14
@Choypw It's part of a 'product-service-experience system' thought experiment. There are far too few philosophers in the CRM space. ;-)
GrahamHill

Jan 06 06:45:11
If we had perfect products we wouldn't need customer service. Focus on improving the product, not customer service @GrahamHill | That's bold
Choypw

Jan 06 05:07:02
@annemiekvMoorst I'm trying to take one step out... and will definitely share with you later for advice. :)
Choypw

Jan 06 04:44:00
@choypw Thank you for the RT.
Marcio_Saito

Jan 06 03:10:54
"Focus on Mission, Deliver Customer Experience" http://bit.ly/hbftaR via RT @responsetek @marcio_saito #custserv #cem
Choypw

Jan 05 18:40:19
@Choypw What 5 do you have? #CEM
annemiekvMoorst

Jan 05 17:00:58
@Choypw How do you think expectations relate to needs, wants, satisfaction, retention and delight
GrahamHill

Jan 05 16:24:07
Service is service. Experience is experience. What's service experience?! #custserv #cem
Choypw

Jan 05 15:58:20
Expectation is formed by own experience, word-of-mouth, and brand promise. cc @GrahamHill #cem
Choypw

Jan 05 15:57:33
Expectation is future tense. Experience is present and past tense. cc @GrahamHill #cem
Choypw

Jan 05 15:56:59
Expectation is belief that something will happen in the future. cc @GrahamHill
Choypw

Jan 05 15:35:20
@Choypw Isn't that two 'needs'?... what the user needs to experience based on needs. Not at all specific. Do you have a better definition?
GrahamHill

Jan 05 15:09:12
Behaviour Change http://tinyurl.com/ye8uahz ht via @chiefmaven @lixindex @GrahamHill #cem
Choypw

Jan 05 15:05:30
@GrahamHill Do you believe G-CEM training works at all? I'm surprised that they cover even 10%.
Choypw

Jan 05 15:00:40
@GrahamHill Kano would probably say "simplicity is the ultimate sophistication." :)
Choypw

Jan 05 14:55:57
@GrahamHill Expectation is what the user needs to experience based on needs/wants.
Choypw

Jan 05 13:42:33
@Choypw How do you define an expectation? How does it relate to a need or a want in your definition?
GrahamHill

Jan 05 13:24:31
@Choypw But what exactly is a need? Can you define it precisely? I wonder what Kano would have to say about your proposed definition?
GrahamHill

Jan 05 13:21:27
@annemiekvMoorst Which 6 phases? I have 5.
Choypw

Jan 05 13:20:54
@annemiekvMoorst @LindaIreland @grahamhill Need is also satisfy feelings... | What's exactly is need? It's must-have! Want is nice-to-have.
Choypw

Jan 05 13:20:29
@Choypw There is so much missing. e.g. a review of the G-CEM training found it covered only 45% of standard CExM practice today
GrahamHill

Jan 05 13:18:17
@Choypw What is complicated? The trick is to make life as simple as you can but no simpler. The current CEx picture is a tad simplistic. ½
GrahamHill

Jan 05 13:16:44
@GrahamHill @annemiekvMoorst @LindaIreland Jobs and needs are the same thing. Experience is the outcome. Why complicate the pic?
Choypw

Jan 05 08:47:47
@annemiekvMoorst @LindaIreland @choypw Jobs to be done include functional, personal (how you see yourself), relational and social
GrahamHill

Jan 04 23:43:05
@LindaIreland @choypw @grahamhill If need is also satisfy feelings, recognition. I have to read your paper in more detail. Thx Linda for RT
annemiekvMoorst

Jan 04 23:39:22
@GrahamHill @lindaireland @choypw That is in my humble opinion Getting the basics right. (More) Important are feelings, recognition, trust..
annemiekvMoorst

Jan 04 23:36:59
@Choypw A touchline or a phase in the CLCycle differs per client/industry but generally 6 each with several touchpoints.
annemiekvMoorst

Jan 04 23:33:57
@Choypw @grahamhill Agreed, that is what I mean. A branded experience is of value to both brand and customer AND differentiates from compete
annemiekvMoorst

Jan 04 18:19:35
@Choypw Jobs & outcomes is a framework to understand customer needs. It cuts through the psychobabble and provides a standard needs language
GrahamHill

Jan 04 16:29:38
@DeliverBliss @stephaniethum @Choypw @dawnamaclean @Richard_Gans Thanks for the kind RT's! Happy New Year to you!
jeanniecw

Jan 04 16:15:36
Another player in #cem. http://www.touchpointexperience.net/ What do you think?
Choypw

Jan 04 13:50:36
@GrahamHill What's relationship between jobs, outcomes and needs? I'm confused... cc @annemiekvM @LindaIreland
Choypw

Jan 04 12:31:03
Thanks for Monday mentions! @ecocustomers @choypw @wimrampen @StevenVincent
Reaburn

Jan 04 12:23:11
@LindaIreland Which all comes down to how you measure needs in the first place. Hence jobs & outcomes :-) cc @Choypw @annemiekvMoorst
GrahamHill

Jan 04 09:57:58
The Keith Fiveson Daily is out! http://bit.ly/cBmnDj ▸ Top stories today by @choypw @talengix @zigojacko @samandkathy @seminozmorali
kfiveson

Jan 04 09:50:39
What's your customer experience like for someone on their worst day? http://bit.ly/hFILJZ via @jeanniecw #custserv #cem
Choypw

Jan 04 04:39:16
@annemiekvMoorst How many phases have you identified in touchline?
Choypw

Jan 04 04:15:02
RT @choypw: Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @MyraGolden
ecocustomers

Jan 04 02:11:38
@Choypw @annemiekvMoorst @GrahamHill ...So key ? is: how strongly does each action contribute to solving their need? Best measure of value.
LindaIreland

Jan 04 02:09:26
@Choypw @annemiekvMoorst @GrahamHill ..what customers feel as they realize, then solve a need. So key question is...2/3..
LindaIreland

Jan 04 02:00:58
@Choypw @annemiekvMoorst @GrahamHill (remote app troubles; sorry). Meant to say YES custexp is everything that happens and what... 1 of 2..
LindaIreland

Jan 04 01:25:35
@annemiekvMoorst Branded exp of value only to brand is not true. Also for customer cc @GrahamHill | If exp has no value to customer, #fail!
Choypw

Tweets of 28 Dec 2010-3 Jan 2011

Jan 03 23:43:12
40 for the next 40: 40 drivers of change for the next 40 years http://bit.ly/hU0RNC via @frogdesign
Choypw

Jan 03 22:00:49
@GrahamHill @choypw @lindaireland Yes all touchpoints. Most critical ones very often in Get Help phase, also in Usage and other touchlines.
annemiekvMoorst

Jan 03 20:47:55
Thx @jorisheuk @jimsmiller @fabricemous @jberkowitz @CRMStrategies @tdoyon @juliebhunt @ecocustomers @mich8elwu @Choypw @JanMaarten_ for RT
wimrampen

Jan 03 20:47:42
@annemiekvMoorst @choypw @lindaireland And dont forget research shows the most critical touchpoints are those that create value during usage
GrahamHill

Jan 03 20:41:55
@annemiekvMoorst @choypw @lindaireland Doesn't the experience include ALL touchpounts that influence customer perceptions? Including DM?
GrahamHill

Jan 03 19:51:45
TY RT @tedcoine @Choypw @NewWorkTrends Identify Customer’s Needs by Asking What does a man in the desert need http://ow.ly/3xrt3 @MyraGolden
expertinservice

Jan 03 19:38:03
RT @Choypw: Net Promoter Score Versus The Customer Experience: http://t.co/hucV1qg via @wimrampen #cem
jimsmiller

Jan 03 18:07:59
@GrahamHill @choypw @lindaireland Of course not. But I do not understand your comment. I am talking about a branded experience?!
annemiekvMoorst

Jan 03 17:51:54
@annemiekvMoorst @Choypw @lindaireland Curious. Is a branded direct mail with a 0.5% response rate really of value to customers? Hmmm!
GrahamHill

Jan 03 17:15:40
RT @Choypw: Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @myragolden @expertinservice...
NewWorkTrends

Jan 03 16:51:45
@Choypw you are getting warmer in what you can ask customers to really differentiate the experience-:) it's all about exceeding expectations
annemiekvMoorst

Jan 03 16:43:51
@Choypw @lindaireland branded exp are of value only to the brand is not true. Also for the customer. At least in approach I use. @GrahamHill
annemiekvMoorst

Jan 03 16:40:06
Identify Customer’s Needs by Asking “What does a man in the desert need?” http://ow.ly/3xrt3 via @myragolden @expertinservice #custserv #cem
Choypw

Jan 03 14:29:46
RT @choypw: I'm (Accidentally) an Incompatible Customer http://bit.ly/huGnFy via @wimrampen @Reaburn #cex #xem
ecocustomers

Jan 03 14:19:37
I'm (Accidentally) an Incompatible Customer http://bit.ly/huGnFy via @wimrampen @Reaburn #cex #xem
Choypw

Jan 03 14:18:46
Net Promoter Score Versus The Customer Experience: http://t.co/hucV1qg via @wimrampen #cem
Choypw

Jan 03 11:41:48
@wimrampen Let's set up a hashtag to help? Or develop a "platform" to co-create value? :) cc @GrahamHill
Choypw

Jan 03 09:23:49
Forget your identity! P2P is king, especially in #VCC! #cem
Choypw

Jan 03 09:13:51
See #p2p in rule # 4 http://bit.ly/f3yUy0 via @rwang0 #custserv #socbiz | Excellent stuff!!!
Choypw

Jan 03 08:54:20
@Choypw agreed. See #p2p in rule # 4 http://bit.ly/f3yUy0 #custserv #socbiz
rwang0

Jan 03 08:51:27
Don't mess up customers! If you make them miserable, they are sure going to fire back! #crm
Choypw

Jan 03 08:31:28
It's absurb for B2B to ignore relationship with C. Don't count on VRM! Without C, the bridge between B and B doesn't even exist! #custserv
Choypw

Jan 03 07:58:23
I just had the worst #custserv from LaCie! They said they don't have phone support. If you need help, shoot them an email then wait! #fail
Choypw

Jan 03 02:52:30
More RT thanks! @LoriGama @Darci37 @maxthedon @BobBurg @DeliverBliss @expertinservice @htcdesign @JeffreySummers @strategicsense @Choypw
enthused

Jan 02 16:07:22
Inside P&G's 'Connect & Develop' model for innovation http://bit.ly/daCOz6 via @wimrampen #innovation
Choypw

Jan 02 04:38:22
@annemiekvMoorst Not true, they are of value to the brand AND the customer | What's not true? cc@GrahamHill @LindaIreland
Choypw

Jan 01 18:43:24
2011 is the sum of 11 CONSECUTIVE prime numbers: 2011=157+163+167+173+179+181+191+193+197+199+211 via @Brainzooming @mathematicsprof
Choypw

Jan 01 17:58:42
@annemiekvMoorst @Choypw @LindaIreland More dialogue when I get back from London on the 4th. :-)
GrahamHill

Jan 01 17:57:33
@annemiekvMoorst @Choypw @LindaIreland Key is to design CEx so all parties can co-create the maximum of value together. Not A or B, but A&B
GrahamHill

Jan 01 17:55:31
@annemiekvMoorst @Choypw @LindaIreland And many shouldn't be necessary if whole experience was designed properly, eg customer recovery
GrahamHill

Jan 01 17:53:50
@annemiekvMoorst @Choypw @LindaIreland Many branded touchpoints are of little or no value to customers, eg many MarComms.
GrahamHill

Jan 01 16:59:24
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today by @foodyfoody @eatmeboulder @choypw @iowacitylocal
PFSFoodGuy

Jan 01 16:07:36
@GrahamHill @Choypw @LindaIreland Not true, they are of value to the brand AND the customer. Come back to whole discussion later.
annemiekvMoorst

Jan 01 15:19:26
Do you agree? Unbendable Customer Experience Rule http://ow.ly/3wJnX via @retexperience #custserv #custexperience
Choypw

Jan 01 13:21:27
Annemiek Van Moorst My Top Followers in 2010: @grahamhill @wimrampen @choypw @wouterwijma @artduservice. Find ... http://linkd.in/e6ceIx
hanlinkedfeed

Jan 01 12:53:50
My Top Followers in 2010: @grahamhill @wimrampen @choypw @wouterwijma @artduservice. Find yours @ http://mytopfollowersin2010.com
annemiekvMoorst

Jan 01 12:30:45
@GrahamHill CEx designers job is to create a platform to co-create the maximum value cc @annemiekvMoorst @LindaIreland | Agreed!
Choypw

Jan 01 10:04:10
@Choypw This is a big problem for 'branded experiences'. They are ONLY about value for the brand owner cc @annemiekvMoorst @LindaIreland
GrahamHill

Jan 01 10:02:54
@Choypw Many CEx designers create rigid experiences that don't allow value to emerge through co-creation cc @annemiekvMoorst @LindaIreland
GrahamHill

Jan 01 10:01:23
@Choypw But CEx designers don't pre-determine how value will be co-created, they enable its emergence cc @annemiekvMoorst @LindaIreland
GrahamHill

Jan 01 10:00:16
@Choypw CEx designers job is to create a platform that empowers all parties to co-create the maximum value cc @annemiekvMoorst @LindaIreland
GrahamHill

Jan 01 09:58:55
@Choypw Jobs & Outcomes identify needs better than traditional VoC http://tinyurl.com/c76e4bnetworks cc @annemiekvMoorst @LindaIreland
GrahamHill

Jan 01 09:49:58
@GrahamHill What's value? Need solved. How to create value? Co-creation. It's the "what" and "how"? cc @annemiekvMoorst @LindaIreland
Choypw

Jan 01 09:45:15
@Choypw The focus needs to be on how value co-creation can be maximised inthe most common contexts @annemiekvMoorst: @LindaIreland
GrahamHill

Jan 01 09:43:36
@Choypw Value = Need Solved is simplistic. Value is co-created and contextual http://tinyurl.com/2uc63tc cc @annemiekvMoorst: @LindaIreland
GrahamHill

Dec 31 21:47:13
Hi @annemiekvMoorst: @LindaIreland defines "value as need solved" cc @GrahamHill @wimrampen
Choypw

Dec 31 20:25:02
RT @choypw: Experience, Experience, Experience http://bit.ly/99gDtX via @wimrampen #servicedesign #cex
MichaelHinshaw

Dec 31 16:24:17
@GrahamHill @choypw @wimrampen Sorry but I do not agree that needs are hard to define. Ask the right question. Job approach is inside-out.
annemiekvMoorst

Dec 31 16:19:01
Annemiek Van Moorst RT @Choypw: What are companies doing to meet or exceed customer expectations? [infographic... http://linkd.in/f6Duk8
hanlinkedfeed

Dec 31 15:45:06
@GrahamHill TYVM Graham. Next time when you're in HK drink on me!
Choypw

Dec 31 15:34:09
@Choypw I hope that is a good introduction to my perspective on value. There is of course much more to it than these few articles.
GrahamHill

Dec 31 15:31:44
@Choypw Articles on Value: value is something that is co-created with customers, not created for them in advance and delivered to them. n/n
GrahamHill

Dec 31 15:30:35
@Choypw Articles on Value: e.g. Woodrufff http://tinyurl.com/34dmruv Strandvik et al http://tinyurl.com/2uc63tc This recognises that... 7/n
GrahamHill

Dec 31 15:29:22
What are companies doing to meet or exceed customer expectations? [infographic] http://ow.ly/3wyaG via @DeliverBliss #custserv #cem
Choypw

Dec 31 15:24:03
@Choypw Articles on Value: And social jobs related to wider social networks. There is growing support for this view of value from... 6/n
GrahamHill

Dec 31 15:23:16
@Choypw Articles on Value: Personal jobs achieve emotional outcomes for the individual. Relational jobs related to friends and family 5/n
GrahamHill

Dec 31 15:20:24
@Choypw Articles on Value: Ulwick http://bit.ly/tnLdF Customer jobs come in different flavurs: Functional jobs get things done 4/n
GrahamHill

Dec 31 15:17:06
@Choypw Articles on Value: A much better proxy for value is customer jobs & outcomes Christensen http://tinyurl.com/365usdq 3/n
GrahamHill

Dec 31 15:10:26
@Choypw Articles on Value: They mean different things to different people. They are too imprecise to use for needs-based innovation. 2/n
GrahamHill

Dec 31 15:08:49
@Choypw Articles on Value: Value is a difficult thing to measure. Needs are a crude proxy. People find them hard to define.1/n
GrahamHill

Dec 31 15:04:44
@Choypw We almost met up when I was last in HK. Let's meet up next time I am. I am pleased to exchange tweets with you :-)
GrahamHill

Dec 31 15:03:07
RT @WriteTheCompany #FF 2011! @KateNasser @expertinservice @bsdalton @heidithorne @tedcoine @Reaburn @DeliverBliss @Choypw @ericjacques...
ty_sullivan

Dec 31 15:02:08
#FF 2011! @KateNasser @ExpertInService @Ty_Sullivan @BSDalton @HeidiThorne @TedCoine @Reaburn @DeliverBliss @ChoyPW @EricJacques @JCCarcamo
WriteTheCompany

Dec 31 14:43:25
I write emotional equations in my spare time. For example, anger is inversely proportional to sensitivity. via @SunniBrown
Choypw

Dec 31 13:34:59
@DaleGWolf Appreciate your RT! Happy New Year!!!
Choypw

Dec 31 13:15:24
RT @Choypw: "In the beginning was the Word, and the Word was with God, and the Word was God." John 1:1
DaleGWolf

Dec 31 13:01:11
@GrahamHill Btw, any articles on value...?
Choypw

Dec 31 13:00:40
@GrahamHill I'm your humble servant Graham. I'm happy that I make you happy. :)
Choypw

Dec 31 12:35:02
@Choypw Now you are making me laugh! Have a great Hogmanay.
GrahamHill

Dec 31 12:26:58
If firm can create a religion, the firm has everything. #cem
Choypw

Dec 31 12:21:47
"Blessed are those who have not seen and yet believe." John 20:29 cc @GrahamHill
Choypw

Dec 31 12:16:13
@Choypw LOL Can you prove that there even is a God? I thought not!
GrahamHill

Dec 31 11:58:16
What came before the beginning? via @GrahamHill | God.
Choypw

Dec 31 10:23:16
@Choypw What came before the beginning?
GrahamHill

Dec 31 10:20:03
There is no such thing as result, for result is only subset of bigger process. #LeadChange
Choypw

Dec 31 10:16:22
"In the beginning was the Word, and the Word was with God, and the Word was God." John 1:1
Choypw

Dec 31 08:47:35
@MeltingIce Appreciate your feedback.
Choypw

Dec 31 07:30:42
The new #Twitter is after all not that bad. :)
Choypw

Dec 31 07:25:31
@Choypw We believe its a high-level ISP or DNS issue out of our control. We're investigating!
MeltingIce

Dec 31 07:23:33
That's the power of choice! @twitpic is dead. Switch to @yfrog! lol! #cem
Choypw

Dec 31 07:22:15
RT @Choypw: Gmail can READ!!! http://yfrog.com/h6uglp
teamHubis

Dec 31 07:21:52
Gmail can READ!!! http://yfrog.com/h6uglp
Choypw

Dec 31 07:20:07
There is something wrong with @twitpic. Pics just couldn't get uploaded! #fail
Choypw

Dec 31 06:52:42
Gmail can READ! I've forgotten to attach a document, and it reminded me of missing attachment!!! #cem
Choypw

Dec 31 05:49:35
Great service doesn't last. Experience does. #custserv #cem
Choypw

Dec 31 05:49:03
Great service means nothing if it doesn't solve root problem and produce great result . #custserv
Choypw

Dec 31 05:46:57
When consumption becomes a habit, sales and marketing become irrelevant. What only matters is consistent positive experience! #cem
Choypw

Dec 31 04:47:47
@GrahamHill Hi Graham, you once talked about needs other than rational & emotional. Any articles that can help me learn more? Happy New Year!
Choypw

Dec 31 04:44:09
If I have to care about the number of followers I have, I won't tweet at all. Happy New Year! #ff
Choypw

Dec 31 04:41:43
Nobodies are the new somebodies http://j.mp/hZkG5V via @DeliverBliss @enthused #custserv
Choypw

Dec 31 03:00:07
RT @choypw: 10 steps to Customer Journey Mapping via @joepine @DesignThinkers @wimrampen http://bit.ly/97lRit #fav10 #cem
ecocustomers

Dec 31 02:01:50
Applying Marketing's new dominant logic 4 interpreting Customer Experience http://bit.ly/9A6vyS via @wimrampen #fav10 #cem
Choypw

Dec 31 00:15:03
RT @choypw: More goodness on Customer Experience Mapping & Service Blueprinting http://bit.ly/dD5WCD @wimrampen #fav10 #cem
ecocustomers

Dec 30 18:53:38
@choypw Thx for the RT, feel like ppl all know what relationship is but can't define it operationally. wish u merry xmas+wonderful new yr
mich8elwu

Dec 30 17:09:57
Thank you! @BSDalton @Jen_Reyna @JimSMiller @Ty_Sullivan @GuyAuger @ChoyPW @HeidiThorne for RTs & Mentions. Very appreciated!
WriteTheCompany

Dec 30 16:11:52
More goodness on Customer Experience Mapping & Service Blueprinting http://bit.ly/dD5WCD @wimrampen #fav10 #cem
Choypw

Dec 30 16:04:09
10 steps to Customer Journey Mapping via @joepine @DesignThinkers @wimrampen http://bit.ly/97lRit #fav10 #cem
Choypw

Dec 30 14:45:21
My Top Followers in 2010: @choypw @joepine @dscofield @getbillg @boudewijng @tom_weaver. Find yours @ http://mytopfollowersin2010.com
joepine

Dec 30 13:44:29
thx for the RTs @Choypw @LydiaMarketing @9INCHmarketing..definitely important to consider experience of internal customers, too
chris_bailey

Dec 30 12:46:15
How to Make Websites That People Will Actually Use http://bit.ly/dCPtGo via @Digitaltonto
Choypw

Dec 30 12:45:30
The Customer Centered Innovation Map http://bit.ly/9XZwbp via RT @GrahamHill @tdebaillon @wimrampen #innovation #fav10
Choypw

Dec 30 12:25:16
RT @sarah_gore: RT @Choypw: When Do Customers Really Prefer Products Tailored to their Preferences? http://bit.ly/g5BUXu via @wimrampen
ecocustomers

Dec 30 11:16:17
5 sources of value to consider http://bit.ly/9l8icz via @wimrampen #fav10
Choypw

Dec 30 10:22:32
Understanding Value http://bit.ly/5eqZdD via @wimrampen @ireneclng
Choypw

Dec 30 10:08:13
@Choypw I'm drawing collection from twitter & slideshare favs, delicious, most RT'd/fav by followers & some I retrieve in browser history
wimrampen

Dec 30 10:04:46
@wimrampen You back up all tweets? How...?
Choypw

Dec 30 09:57:59
The Keith Fiveson Daily is out! http://bit.ly/cBmnDj ▸ Top stories today by @sendprayer @choypw @sheelectric
kfiveson

Dec 30 09:37:55
Figuring out the relationship puzzle http://bit.ly/cKozoW via @mich8elwu @wimrampen #acinsinghts #scrm
Choypw

Dec 30 09:36:43
The Customer Centered Innovation Map http://bit.ly/9XZwbp via @wimrampen #innovation
Choypw

Dec 30 09:35:58
Understanding the (importance of the) Customer's role in his (not your!) journey http://bit.ly/bjNSju via @wimrampen
Choypw

Dec 30 09:35:11
Customer Value from a Customer's perspective http://bit.ly/hmL0lD (pdf) via @wimrampen
Choypw

Dec 30 09:34:25
Experience, Experience, Experience http://bit.ly/99gDtX via @wimrampen #servicedesign #cex
Choypw

Dec 30 09:30:02
RT @clearaction: Thanks for RTs! @Hyken @PhenomenaGroup @Choypw @Twistan_Shout @Cogiva @MyCustomer @MichaelHinshaw @ronkarr @CustEngagement
PhenomenaGroup

Dec 30 04:52:25
Facebook is for fun. Twitter is for knowledge. I prefer #Twitter. :)
Choypw

Dec 30 04:49:45
I have 2 lives: online and offline. And I separate them completely. :) #BeTheOne
Choypw

Dec 30 04:13:22
All you need to do in 2011: focus not on priority critical to your goals. Focus on priority critical to your customer needs instead. #cxm
Choypw

Dec 30 04:11:37
Customer and employee are both human beings. Treat them well and profits will come. #leadbiz
Choypw

Dec 30 04:09:15
Importance Of Internal Customer Experience http://bit.ly/b9aNLT via @chris_bailey | What's difference between customer and employee? #cem
Choypw

Dec 30 02:10:03
RT @choypw: "The secret of business innovation is..." http://is.gd/jbotk via @petersims @brainpicker
ecocustomers

Dec 29 18:07:34
TY 4 mentions! @ChoyPW @Sarah_Gore @RBacal @Pepsi_YMG @ThorsonGroup @LokiCuki @LucianoBorsato @BSDalton @TedCoine @JedLangdon @JamieMontague
WriteTheCompany

Dec 29 15:53:08
@ecocustomers Appreciate your RTs!
Choypw

Dec 29 15:35:38
Thanks for RTs! @Hyken @PhenomenaGroup @choypw @Twistan_Shout @Cogiva @MyCustomer @MichaelHinshaw @RonKarr @CustEngagement
clearaction

Dec 29 14:27:49
Busyness is not business. Focus on activity that generates business instead of busyness. #leadbiz
Choypw

Dec 29 14:14:20
The most important personal "core competence" by far is a rich set of relationships via @tom_peters | That produces results.
Choypw

Dec 29 12:55:54
Anyone accumulating 2500+ followers in less than 300 tweets and calls himself a Social Media specialist is in need of one via @wimrampen lol
Choypw

Dec 29 12:18:27
RT @ecocustomers: RT @Choypw Weeding out bad customers is very good for your BEST customers http://tinyurl.com/2c4xw6v via @DonPeppers #cem
DonPeppers

Dec 29 10:27:29
I have noticed that some people seem to retweet EVERYTHING with a certain theme, irrespective of quality of tweet via @GrahamHill
Choypw

Dec 29 10:26:32
@GrahamHill lol! That's not me!!!
Choypw

Dec 29 04:53:30
Touchpoints Bring the Customer Experience to Life http://j.mp/gXDpW9 via @richardsona @DeliverBliss #cem
Choypw

Dec 29 03:39:51
People don't buy WHAT you do, they buy WHY you do it... http://j.mp/gMAqNB via @bobapollo @DeliverBliss #sales #cem
Choypw

Dec 29 01:20:29
Any thoughts on best people development framework? #tchat
Choypw

Dec 28 23:30:11
Cheers! @Choypw
samsonkwok

Dec 28 22:05:08
RT @Choypw Weeding out unprofitable customers is very good for your BEST customers http://tinyurl.com/2c4xw6v via @DonPeppers #cem
ecocustomers

Dec 28 16:50:13
RT @Choypw: Customer Experience Management Requires Internal #Branding http://ht.ly/3snHC via @EcoCustomers @WriteTheCompany #CEM
sarah_gore

Dec 28 16:47:10
@samsonkwok Appreciate your RT Samson! Have a great week ahead!
Choypw

Dec 28 16:46:18
Customer Experience Management Requires Internal #Branding http://ht.ly/3snHC via @EcoCustomers @WriteTheCompany #CEM
Choypw

Dec 28 16:02:32
Predictions From Customer Experience Experts for 2011 http://bit.ly/hPQSZ0 via @bcarroll7 @tedcoine @beyondthearc #custserv #cem
Choypw

Dec 28 15:01:09
RT @Choypw: Michael Porter writing in HBR on his Big Idea for 2011: Creating Shared Value http://tinyurl.com/3xspblv via @GrahamHill
samsonkwok

Dec 28 14:10:40
Customer Experience in Real Time http://bit.ly/ffuL9N via @Assistly #cem
Choypw

Dec 28 13:48:29
Forrester looks to Porter's 80s work to guide CExM strategy http://bit.ly/favy6l via GrahamHill @waband #cem
Choypw

Dec 28 13:46:32
Some Number Crunching before you try Freemium: http://bit.ly/e4Kw9k via @tor
Choypw

Dec 28 13:44:48
Michael Porter writing in HBR on his Big Idea for 2011: Creating Shared Value http://tinyurl.com/3xspblv via @GrahamHill
Choypw

Dec 28 11:02:25
RT @choypw: Shifting the Purchase Decision http://bit.ly/fOXBzg via @wimrampen < This'll be an interesting piece of research
jedlangdon

Dec 28 08:52:36
Customer-centricity as... motherhood and apple pie http://tinyurl.com/26frpvd via @GrahamHill
Choypw

Dec 28 08:48:44
@wimrampen lol! But you are absolutely right! "Maybe we should learn to write Chinese to really gain new insights."
Choypw

Dec 28 08:38:24
@Choypw no, I can't.. I used Google translator to express my inability http://bit.ly/iaqgkJ
wimrampen

Dec 28 08:36:56
@wimrampen I'm impressed!!! You can write Chinese?!
Choypw

Dec 28 07:57:39
Shifting the Purchase Decision http://bit.ly/fOXBzg via @wimrampen
Choypw

Dec 28 07:56:41
@wimrampen lol! I'll definitely do that soon. lol!!!
Choypw

Dec 28 07:50:17
@Choypw 2 provoking statements http://bit.ly/eng2b6 & http://bit.ly/e4fiuD Care to elaborate on them? Through your blog maybe?
wimrampen

Dec 28 06:18:21
The Consumer's Voice - Can Your Company Hear It? http://bit.ly/6LQjAP #marketing #innovation via @ralph_ohr #cem
Choypw

Dec 28 01:40:09
31 questions to get you excited about the innovation possibilities that 2011 can bring http://ow.ly/3uPfN via @MichaelHinshaw #cem
Choypw