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