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