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