Want! Need?

There are 2 types of needs: rational and emotional.
Rational is about being good.
Emotional is about feeling good.

So what is must-have and nice-to-have?
Must-have is necessity.
Nice-to-have is luxury.

My must-have is not necessarily your must-have.
And my nice-to-have is not necessarily your nice-to-have.

Take sex and love as an example.
To men, sex is must-have but love is nice-to-have.
To women, sex is nice-to-have but love is must-have.
That's the classic example of how men and women are different.
That also reinforces the notion that "all customers are not the same."

What's the relationship between want and need?
Want is part of need, but which part?
Nice-to-have need is want...
Because nice-to-have is luxury.
Without nice-to-have, the user won't get worse.

What is more important to user?
Need or want?
To rephrase...
Is must-have need more important? Or is nice-to-have need (want) more important?
It depends on the user.

In the case of LV...
It's must-have emotional need to some users.
It's nice-to-have emotional need to others.

To LV...
It's important to create brand experience that turns nice-to-have (want) emotional to must-have emotional.

Tweets of 15-21 Feb 2011

Feb 21 23:20:27
Customer Satisfaction Through Customer Intimacy http://j.mp/hjWerv via @kristinaevey @DeliverBliss #custserv
Choypw

Feb 21 23:15:41
Creating a “Virgin Flair” Experience http://bit.ly/e9wkG8 via @Assistly #cem
Choypw

Feb 21 07:23:11
The Importance of Experience http://j.mp/ibn9iG via @chrisbrogan @DeliverBliss #cem
Choypw

Feb 21 03:50:00
"Do the things people don't expect. Don't do the things people do expect. When that quits working, switch." via @Brainzooming #OneApproach
Choypw

Feb 21 03:49:24
But it may be that brief moment of discomfort that leads us to more comfort than we'd ever imagined via @iamjessejones 2/2
Choypw

Feb 21 03:49:07
Nobody likes to feel uncomfortable via @iamjessejones 1/2
Choypw

Feb 21 01:50:32
RT @choypw: Chatting is not the same as planning. Planning is not the same as doing. And doing is not the same as improving. via @GrahamHill
berkson0

Feb 21 01:42:57
Chatting is not the same as planning. Planning is not the same as doing. And doing is not the same as improving. via @GrahamHill
Choypw

Feb 20 14:33:12
Estimating Value in Value Networks http://is.gd/KUe9AR via @GrahamHill #vcc
Choypw

Feb 20 12:04:08
Ten rules of common and not so common sense we should all live by... by @Digitaltonto http://is.gd/VYLhzS via @GrahamHill
Choypw

Feb 20 10:49:11
Even Tesco is using co-creation/open innovation to improve the shopping experience http://is.gd/qQtLBn via @openinnov8tor @GrahamHill #cem
Choypw

Feb 19 15:59:03
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today via @desmoinesdem @kcrg @choypw @personalbrander
PFSFoodGuy

Feb 19 13:19:42
What's the difference between benefit and value?
Choypw

Feb 19 11:41:46
@GrahamHill lol! #vcc as you said is just a tool to produce value, positive and negative. So cc is not basis of positive experience. :)
Choypw

Feb 19 11:07:36
@Choypw Surely that is a self-referential oxymoron. It it doesn't produce value how can it be co-creation (of value) :-)
GrahamHill

Feb 19 11:06:30
@Choypw I am very much into radical business performance improvement. I hire various tools, including #VCC, to help me achieve it
GrahamHill

Feb 19 10:23:56
Why Steve Jobs Couldn't Find a Job http://fb.me/SBBDeBFH via @thinktank_ @adam_hartung
Choypw

Feb 19 10:19:02
@GrahamHill Co-creation is still not the basis of positive experience, but adding value thru co-creation could be. 4/4
Choypw

Feb 19 10:17:55
@GrahamHill Co-creation is not uncommon in b2b. Co-creation could be something new in b2c. 3/n
Choypw

Feb 19 10:16:57
@GrahamHill Co-creation is only the how. Co-creation itself doesn't necessarily produce positive value. 2/n
Choypw

Feb 19 10:15:58
@GrahamHill lol! You're really very much into value co-creation Graham. 1/n
Choypw

Feb 19 10:14:44
Introduction to Service design and Brand experience http://slidesha.re/duSKvH via @GrahamHill @EffectiveExp #servicedesign #cem
Choypw

Feb 19 08:15:40
@Choypw Delivering #value to user is not basis of positive experience; CO-CREATING value is. #cem
GrahamHill

Feb 19 06:26:56
"I never see what has been done. I only see what remains to be done." Marie Curie
Choypw

Feb 19 06:25:58
HCL ceo (& MIX Maverick) Vineet Nayar: 20 questions I ask myself every day. http://ow.ly/3ZjCb via @hackmanagement #management
Choypw

Feb 19 06:15:44
Delivering value to user is not basis of positive experience; adding value is. #cem
Choypw

Feb 19 06:11:46
Negative experience is always result of not asking "what's in it for me?" #cem
Choypw

Feb 19 05:59:28
How 1 button changed the customer experience of NYC taxis http://j.mp/g6nmVS via @markhurst @DeliverBliss #cem
Choypw

Feb 19 02:32:20
@Choypw Wasn't it a kick? I so wish I could meet Leonardo (sigh)
Assistly

Feb 19 01:55:14
RT @choypw: "DO THINK" http://tinyurl.com/62d6fyd via @DesignThinkers
ecocustomers

Feb 18 23:09:04
The Future of Customer Relationships http://bit.ly/fggTKF via @justinflitter @CRMstrategies @bsdalton @prem_k #scrm #crm
Choypw

Feb 18 22:08:16
“@DisneyInstitute: Thanks @bertasg, @jefferyjeffords, @vikkihs, @Choypw, @severitt for the RTs and mentions!”
severitt

Feb 18 21:28:41
Thanks @bertasg, @jefferyjeffords, @vikkihs, @Choypw, @severitt @grummitting @krautbuffettfan and @momwithaminivan for the RTs and mentions!
DisneyInstitute

Feb 18 16:25:18
@Choypw Please come along and join in next thursday at 12-1pm Eastern Standard Time (12-1am HKG time). Hashtah #innochat http://is.gd/n3lfLS
GrahamHill

Feb 18 16:20:06
@GrahamHill What is #innochat in HK time Graham? Please help. :)
Choypw

Feb 18 16:19:03
Leonardo da Vinci’s Resume http://bit.ly/dNBf8R via @Assistly
Choypw

Feb 18 13:50:04
RT @choypw: 3 Keys to Sustaining Learning http://bit.ly/eUayF4 via @tonybingham @marciamarcia @SociaLens @TrainingIndustr @TheForumCorp
ecocustomers

Feb 18 12:21:50
21st-Century Business: Best Practices Suck http://t.co/oP7MAQs via @tedcoine #leadbiz | Couldn't agree more!
Choypw

Feb 18 00:08:22
Brands leverage retro marketing to strongly engage newly affluent consumers in China. http://ow.ly/3Yow8 via @MichaelHinshaw
Choypw

Feb 17 15:58:56
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today via @devotay @personalbrander @fohboh @choypw @sb_food
PFSFoodGuy

Feb 17 15:27:58
3 Keys to Sustaining Learning http://bit.ly/eUayF4 via @tonybingham @marciamarcia @SociaLens @TrainingIndustr @TheForumCorp #socialmedia
Choypw

Feb 17 15:27:24
This is my 6000th tweet. :)
Choypw

Feb 17 15:25:10
Metrics should be designed to make customers happy, but not to manage employees! #business #management
Choypw

Feb 17 14:25:57
Thanks! @Greg_Levin @ChoyPW for RTs... & @JCCarcamo for inclusion in your terrific Marketing Inspiration Daily - http://bit.ly/eOMXz1
WriteTheCompany

Feb 17 12:34:46
"Each year 30,000 new consumer products are launched—and 95 percent of them #fail" http://goo.gl/9DWcN via @GrahamHill @guidostompff
Choypw

Feb 17 12:32:07
[John Kotter] Before You Can Get Buy-In, People Need to Feel the Problem: http://bit.ly/fXGFHc via @ariegoldshlager
Choypw

Feb 17 03:51:48
@Choypw Thanks for the retweet
ScratchMM

Feb 17 02:43:41
Zero distractions is the key to maximum productivity. Optimize for it. via @DeliverBliss @ebloch
Choypw

Feb 17 02:42:19
"How much customization is right amount?" Stan Davis: "As little as possible, as much as necessary." via @tedacworth @davidknies #mitforum
Choypw

Feb 17 02:40:26
Why people buy: 1) to solve a problem or 2) to feel good via @ScratchMM | 1 = sacrifice, 2 = experience via @joepine #mitforum
Choypw

Feb 16 21:53:09
@Choypw Because Observe has also the possibility of WoM, conformism and unknown needs. I am not referring to old models.
annemiekvMoorst

Feb 16 13:07:46
"DO THINK" http://tinyurl.com/62d6fyd via @DesignThinkers
Choypw

Feb 16 10:18:33
Thank you for RT @Choypw: Delivering emotions and meaning! Is it a new purpose? http://bit.ly/dKR2bU via @wimrampen @Jabaldaia
Jabaldaia

Feb 16 09:16:58
Sustainable Business: Metrics that Matter http://t.co/GP1f4Ef via @KnowledgeBishop #cctr #cxp
Choypw

Feb 16 09:13:43
What dominos have to do with #customerexperience? http://bit.ly/1dihTO via @LindaIreland #cem #cex
Choypw

Feb 16 09:09:36
Delivering emotions and meaning! Is it a new purpose? http://bit.ly/dKR2bU via @wimrampen @Jabaldaia
Choypw

Feb 16 00:05:29
Unraveling the Dynamics of Chinese Innovation (Innovation Mgmt) http://ow.ly/3X0EZ via AMAnet #Innovation #Management
Choypw

Feb 15 23:50:27
The wonders of alignment... http://wp.me/puCnS-eD via @ideationz
Choypw

Feb 15 23:48:08
HBR: Hold Conversations, Not Meetings http://s.hbr.org/dZFBPw via @raesmaa
Choypw

Feb 15 18:55:02
thanks for the RT's, really appreciate it! @Choypw @jorgebarba @brainzooming @keewood
jeffreypjacobs

Feb 15 15:57:32
RT @ChoyPW: Can I help you? On Twitter, the answer is no. - http://is.gd/cCtx2t - via @Brainzooming @JeffreyPJacobs #CustServ
WriteTheCompany

Feb 15 15:54:57
Many thanks! @JeffreySummers @BSDalton @SMaxBrown @JimmJimm67 @SimonRoskrow @EPlastino @ChoyPW 4 RTs & Mentions & @Toister for blog comment.
WriteTheCompany

Feb 15 15:50:11
@Choypw Thanks for the RT Daryl - the discussion is really kicking off!
SimonRoskrow

Feb 15 15:40:17
Sectors: The Good, the Bad & the Ugly http://bit.ly/gb6Tn1 via @SimonRoskrow @WriteTheCompany #CustServ
Choypw

Feb 15 14:21:40
@KnowledgeBishop Respect... TYVM!
Choypw

Feb 15 14:19:17
@Choypw When you demonstrate respect by anticipating their needs before they ask. #cem
KnowledgeBishop

Feb 15 13:37:17
@CoCreatr Why are customers happy? What have we done to make them happy?
Choypw

Feb 15 13:27:42
@Choypw if you understand what your customers really need and help them get it, without pushing your specific solution, ... happy #crm #cem
CoCreatr

Feb 15 13:20:45
What really makes customers happy? Any thoughts? #crm #cem
Choypw

Feb 15 12:16:59
The art of #relationships is being able to distinguish truthful from tactful via @wisdomalive
Choypw

Feb 15 12:15:48
Clay Christensen's Milkshake Marketing http://t.co/d1LSmTZ via @ariegoldshlager
Choypw

Feb 15 05:27:50
Can I help you? On Twitter, the answer is no. http://is.gd/cCtx2t via @Brainzooming @jeffreypjacobs #custserv
Choypw

Feb 15 05:21:36
touchpoint is not interaction... but is interaction with purpose. touchpoint without purpose creates no opportunity.
Choypw

Feb 15 03:05:34
Your Company Does Not Own Its Brand http://j.mp/e90xVE via @btemkin @Reaburn @DeliverBliss #cem
Choypw

Feb 15 01:54:46
@Choypw Thanks for the RT Daryl!
TedRubin

Feb 15 01:22:48
"Great minds discuss ideas; average minds discuss events; small minds discuss people." Eleanor Roosevelt via @WarrenWhitlock
Choypw

Feb 15 01:20:28
Relationships matter... they are currency in an evolving ecosystem. And beyond that they sustain you throughout your life. via @TedRubin
Choypw

Tweets of 8-14 Feb 2011

Feb 14 19:52:00
@yasonmasde10 @uxfeeder @toonzz @choypw @tracigere @flowchainsensei @tdebaillon @anneaime for RT "unbearable lightness of being"!
guidostompff

Feb 14 19:29:01
AppreciatingU: @BarbaraBathurst @jamespoon21 @imduffman21 @michaelbathurst @Choypw @LisaMonetMusic @CoCreatr @LeadersOnSpeed @TheStyleGent
smaxbrown

Feb 14 19:00:52
@Choypw The full URL is www.valuenetworksandcollaboration.com. We have worked it out with provider I think. Thank you!
vernaallee

Feb 14 17:57:46
What is a Brand? http://is.gd/Hwn2B9 ...Personally, I prefer @tomasacker definition in http://is.gd/rvMiDN via @GrahamHill
Choypw

Feb 14 17:14:07
#whatmakesyouhappy
Choypw

Feb 14 16:29:53
Slow change (evolution) is natural, but rapid change (revolution) is much harder via @mich8elwu
Choypw

Feb 14 16:28:43
Change is hard enough when you do it yourself, but being told to change by someone else is much harder via @GrahamHill
Choypw

Feb 14 16:05:28
Profitability is a byproduct of great service w/a focus on long-term sustainability & a purpose bigger than ourselves via @smaxbrown
Choypw

Feb 14 14:44:20
The unbearable lightness of design thinking. http://bit.ly/gHFdCG via @tdebaillon
Choypw

Feb 14 14:41:42
Something Hank Brigman will appreciate: Customer Touchpoint Maps: Plotting the Customer’s Journey |http://bit.ly/gXsoLV via @Assistly
Choypw

Feb 14 13:20:38
RT @Choypw: Problems & unarticulated or hidden needs http://bit.ly/hBrzWZ BUT Confuses jobs 2 B done via @GrahamHill @wimrampen @Jabaldaia
Jabaldaia

Feb 14 12:44:53
Creative commons book on Value Networks and the True Nature of Collaboration http://is.gd/IWRZI9 via @wimrampen @GrahamHill @vernaallee
Choypw

Feb 14 12:41:31
There are lots of SDLogic presentations at sdlogic.net via @wimrampen @DesignThinkers @SteveVargo
Choypw

Feb 14 12:40:28
Problems and unarticulated or hidden needs http://bit.ly/hBrzWZ BUT Confuses jobs to be done via @GrahamHill @wimrampen @Jabaldaia
Choypw

Feb 14 09:57:39
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today via @choypw @zeronineracing
kfiveson

Feb 14 09:50:01
RT @choypw: Why Brand Touchpoints Matter http://bit.ly/frizsB #cem
ecocustomers

Feb 14 08:29:58
The value of taking things away http://bit.ly/e2oYoK via @bankervision @GrahamHill
Choypw

Feb 14 06:48:26
@Choypw Sorry Daryl - somehow missed your tweet. Anyway, I agree with you. What I meant was touchpoints and channels.
nedkumar

Feb 14 05:39:48
touchline leads end-to-end experience. 3/3
Choypw

Feb 14 05:39:27
touchpoint brings experience. 2/3
Choypw

Feb 14 05:39:18
touchpoint does not create experience. 1/3
Choypw

Feb 14 02:56:53
RT @Choypw: Business Objectives vs User Experience http://j.mp/goBe9A via @DeliverBliss #ux #cem
meannie

Feb 14 02:41:50
Why Brand Touchpoints Matter http://bit.ly/frizsB #cem
Choypw

Feb 14 02:14:38
Companies and the Customers Who Hate Them http://bit.ly/fliK2i
Choypw

Feb 14 01:46:32
Useful source on customer engagement courtesy of Adobe. Economist report Pt1 http://is.gd/7CyY3m Pt2 http://is.gd/8oBCr3 via @GrahamHill
Choypw

Feb 13 22:01:01
@Choypw Its web based you can join the next one trhough our web site. froost recording at http://vimeo.com/19890272
LiorStrativity

Feb 13 20:24:54
@wimrampen @Reaburn @Choypw thanks for the chat. Lots of great points to consider!
mjayliebs

Feb 13 19:37:01
@mjayliebs exactly! Change is better word than increase.. latter assumes straight line moving up.. reality is messy curve @Reaburn @Choypw
wimrampen

Feb 13 19:32:51
@wimrampen @Reaburn @Choypw as priorities change, expectations do as well, cars is a good eg, de luxury to fuel, it is a fun dynamic!
mjayliebs

Feb 13 19:13:23
Definitely! Thanks for the convo. RT @wimrampen: @bartdecraene @Choypw experiences, expectations & perceptions.. I think ;) n/n #custserv
bartdecraene

Feb 13 19:07:29
@Reaburn cars became bigger and bigger, but now small is the new large.. laptops once did more and more every year, now? @mjayliebs @Choypw
wimrampen

Feb 13 19:04:42
@wimrampen @mjayliebs @Choypw If anything, the experiential dimension for the increase may change, but the net continues to rise.
Reaburn

Feb 13 19:03:46
@wimrampen @mjayliebs @Choypw We may not be here to see whether it continues infinitely, but can you name an industry where it has stopped?
Reaburn

Feb 13 18:23:03
@bartdecraene @Choypw experiences, expectations & perceptions.. I think ;) n/n #custserv
wimrampen

Feb 13 18:22:06
@Choypw so, yes I agree with @bartdecraene that #custserv is a perceptions business.. where all interactions play a role in shaping x/n
wimrampen

Feb 13 18:19:32
@bartdecraene @Choypw and even if they more or less explicitly expected the same, the value perceived is likely different... 2/n #custserv
wimrampen

Feb 13 18:18:33
@bartdecraene @Choypw key here is that each Customer perceives value differently.. even though they experienced the same.. 1/n
wimrampen

Feb 13 18:16:17
@mjayliebs true Mitch.. but can it be repeated to infinity, or is there a "logical" end to raising the bar.. @Choypw @Reaburn
wimrampen

Feb 13 17:04:24
@Reaburn lol! Absolutely!!! It's how we want it to be! Not the customer though... Alas!!!
Choypw

Feb 13 17:02:23
@Choypw @mjayliebs @wimrampen understanding expectations is as simple or complex as we want to make it. (& 4 many reasons, it's never done)
Reaburn

Feb 13 16:58:55
@Choypw Absolutely right, unfortunately not all companies see the value in Customer interaction. cc @wimrampen #custserv
bartdecraene

Feb 13 16:51:46
@mjayliebs @wimrampen @Reaburn All changes come from the same origin. The question is, are we willing to go back to basics?
Choypw

Feb 13 16:50:14
@bartdecraene IMHO, every biz is interaction biz.
Choypw

Feb 13 15:47:11
@Choypw Understand your point, but from my exeperience (here we go again) #custserv is a perceptions business. cc @wimrampen
bartdecraene

Feb 13 15:39:16
@bartdecraene @wimrampen Do we create these jargons because we are consultants? Or do they really make sense to customers? I don't know. 3/3
Choypw

Feb 13 15:33:14
@bartdecraene @wimrampen Being customer myself, I only evaluate value based on expectation and performance. Perception? Do I care? 2/n
Choypw

Feb 13 15:30:33
@Choypw @wimrampen @Reaburn When expectations have been exceeded, by say superior experience, that is now the new bar to be achieved 2/n
mjayliebs

Feb 13 15:29:46
@bartdecraene @wimrampen Please note experience is both verb and noun. 1/n
Choypw

Feb 13 15:29:29
@Choypw @wimrampen @Reaburn Alignment at a point in time, otherwise it is dynamic, as it resets frequently based on experiences 1/n
mjayliebs

Feb 13 15:20:15
@Choypw All part of the same family.. so sometimes they work nicely together, other times not ;) @mjayliebs @Reaburn @bartdecraene
wimrampen

Feb 13 15:16:48
@mjayliebs @wimrampen @Reaburnbartdecraene @Reaburn Gents, is it possible to align this "expectation, perception, experience, value thing?"
Choypw

Feb 13 15:09:41
User innovation and co-creation is taking over the world http://bit.ly/h31N1b via @masscustom @GrahamHill
Choypw

Feb 13 15:06:51
Special edition of JSR on Customer Engagement http://is.gd/SHRQ6C via @GrahamHill
Choypw

Feb 13 13:25:18
@wimrampen I think most ppl 'know' that they need to exceed, not 'know' what expectations are; @Choypw, @Reaburn
mjayliebs

Feb 13 13:23:55
@Choypw: @wimrampen 's summary is correct. Basis for our attitudes are our experiences. Experiences create perceptions. Perceptions last.
bartdecraene

Feb 13 12:08:48
@Choypw experiences shape perceptions, based on expectations --> shape new expectations + experiences = new perceptions etc...@bartdecraene
wimrampen

Feb 13 12:05:45
@wimrampen @bartdecraene How does experience fit into expectation and perception?
Choypw

Feb 13 11:53:46
@wimrampen @Choypw Indeed, in fact it's a cycle: expectation > perception > expectation > perception... #custserv
bartdecraene

Feb 13 11:50:50
@Choypw @bartdecraene expectation is what you have beforehand, perception afterward.. roughly speaking, imo
wimrampen

Feb 13 11:34:14
@Choypw What is value? Money from the exchange? Information about customer preferences? Stronger relationships with the customer?... etc.
GrahamHill

Feb 13 11:31:44
@GrahamHill Another challenge from Gen Y is that "customer is king." They don't bother to co-create value. What do you think?
Choypw

Feb 13 11:25:51
Value Creation by Company-Customer Interaction http://bit.ly/gwmkX4
Choypw

Feb 13 11:21:46
Co-creation experiences: The next practice in value creation http://bit.ly/c0dqRF
Choypw

Feb 13 10:59:49
@Choypw I have been using this approach (there is much more to it than these few tweets) in my everyday cconsulting for the last five years
GrahamHill

Feb 13 10:58:07
@GrahamHill Impressive Graham! You've just developed an approach to vcc!
Choypw

Feb 13 10:55:21
@Choypw By understanding the lifecycle of a tin of soup you can identify many opportunities to innovatively create more value through 6/6
GrahamHill

Feb 13 10:53:05
@Choypw And post POS continues with requests to Cambell's for recipes and other information, collection of on-pack coupons and so on 5/n
GrahamHill

Feb 13 10:51:26
@Choypw that is not all. Also provides information about preferences and willingness to pay (as their are always competing soups too) 4/n
GrahamHill

Feb 13 10:49:59
@Choypw Touchpoint prior to POS include information exchange, ordering, delivery, stocking on shelf. At POS customer purchases soup but 3/n
GrahamHill

Feb 13 10:47:18
@Choypw Follow the tin of soup through its lifecycle and you see many touchpoints where value is co-created between different parties 2/n
GrahamHill

Feb 13 10:45:58
@Choypw Au contraire. Work itthrugh. There are three core parties involved in Cambell's soup retailing. Campbell, retailer and consumer 1/n
GrahamHill

Feb 13 10:35:14
@GrahamHill Agreed... Gen Y challenged me with Campbell soup sold at supermarket... and I guess there's no vcc between Campbell and user.
Choypw

Feb 13 10:33:23
@Choypw Adding mutual just implies that each party gets fair shares. Some value lust be shared otherwise nothing is done
GrahamHill

Feb 13 10:31:06
@GrahamHill Any difference between mutual value co-creation and just value co-creation?
Choypw

Feb 13 10:27:59
@Choypw I would always start with mutual value c-creation and then look if one side has more power to take the lion's share of value
GrahamHill

Feb 13 10:26:02
@bartdecraene What's difference between perception and expectation? Can customers tell? cc @wimrampen
Choypw

Feb 13 10:25:27
@Choypw The rise of the internet means asymmetrric value sharing is less acceptable See Stiglitz's 2001 Nobel http://is.gd/5WWHt5
GrahamHill

Feb 13 10:23:27
@GrahamHill That's what I thought too... I was challenged lately by a group of Gen Y... and I wasn't convinced by my answer... :S
Choypw

Feb 13 10:20:28
@Choypw The answer lies in the name. Where you don't need to equitably share value, you don't need to bother with value CO-creation
GrahamHill

Feb 13 09:41:42
And what about perception? RT @wimrampen: Do you know or assume? @Choypw: Exceeding expectations first requires understanding expectations
bartdecraene

Feb 13 09:24:16
All Work is Networked http://bit.ly/eKhyMH via @wimrampen @timkastelle @Digitaltonto @petervan
Choypw

Feb 13 06:56:58
Do you know or assume? RT @Choypw: Exceeding expectations first requires understanding expectations via @Reaburn @mjayliebs
wimrampen

Feb 13 04:11:47
@GrahamHill But why #vcc? Vcc offers greater value always? How? Any case vcc doesn't apply?
Choypw

Feb 13 04:09:40
touchpoint is opportunity, channel is medium via @wrongflowers | Love it!
Choypw

Feb 13 04:08:06
Exceeding expectations first requires understanding expectations via @Reaburn @mjayliebs
Choypw

Feb 12 23:32:32
@Choypw touchpoint is opportunity, channel is medium
wrongflowers

Feb 12 22:16:18
RT @Choypw: "Continuous improvement is better than delayed perfection." Twain via @mikehenrysr @KnowledgeBishop @GrahamHill
rsarasua

Feb 12 22:14:25
@Choypw The (co-) creation of value.
GrahamHill

Feb 12 22:10:30
RT @Choypw: "Continuous improvement is better than delayed perfection." Twain via @mikehenrysr @KnowledgeBishop ... http://bit.ly/g4pnRo
tipsstartups

Feb 12 21:45:57
Why value co-creation? What are the benefits of #vcc?
Choypw

Feb 12 21:44:24
"Continuous improvement is better than delayed perfection." Twain via @mikehenrysr @KnowledgeBishop #LeadChange
Choypw

Feb 12 21:43:34
Innovations in Service Must Look Beyond the Obvious http://feedly.com/k/ey254M via @wimrampen
Choypw

Feb 12 21:39:57
@wrongflowers Please note touchpoint is not channel.
Choypw

Feb 12 20:21:47
Understanding and delivering what the customer "wants" leads to exceeding customer expectations via @DisneyInstitute #custserv | Needs too!
Choypw

Feb 12 17:06:49
Couldnt agree more! RT @Choypw: Content strategy should include all touchpoints/channels that interface with a (cont) http://tl.gd/8pfsqo
wrongflowers

Feb 12 16:12:06
@joepine Appreciate the RT! Have a great weekend!
Choypw

Feb 12 15:40:02
RT @Choypw: Idea, if not applied and relevant, is still idea. It won't give meaning to touchpoints. Experience gives meaning to touchpoint.
joepine

Feb 12 14:37:20
Idea, if not applied and relevant, is still idea. It won't give meaning to touchpoints. Experience gives meaning to touchpoint. #ideachat
Choypw

Feb 12 14:27:22
@nedkumar touchpoint is not channel.
Choypw

Feb 12 14:27:04
Content strategy should include all touchpoints/channels that interface with a customer or potential customer via @nedkumar #ideachat
Choypw

Feb 12 11:57:54
"Diversity of input leads to innovative output." Forbes http://twurl.nl/yvjwni via @GrahamHill
Choypw

Feb 12 10:29:09
Ó lá... http://www.flowtown.com/blog/the-value-of-an-existing-customer?display=wide / via @choypw
v_abramides

Feb 12 09:57:30
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today via @patrickswagner @choypw
kfiveson

Feb 12 07:53:06
@annemiekvMoorst But I'd love to learn more why Observe as first step. :)
Choypw

Feb 12 07:52:32
@annemiekvMoorst Every touchline begins with a need... That's why I suggest the first step of experience flow should be Initiate.
Choypw

Feb 12 07:41:40
@annemiekvMoorst Initiate is preferred to Recognize. I is action word. R is still awareness, and won't prompt any action.
Choypw

Feb 12 07:16:21
@annemiekvMoorst Glad you like ISUS. AIDA only applies to customer, and is also out-of-date. PDCA is for project management. What else...?
Choypw

Feb 12 06:10:04
7 verbs of commitment from @ducttape - HEAR, RESONATE, INSPIRE as most universal needs for any org: http://bit.ly/hAMMfE via @LindaIreland
Choypw

Feb 12 06:08:04
The Value of An Existing Customer: High (Infographic) http://rww.to/gAZeuF via @Assistly
Choypw

Feb 12 06:07:06
The Future of Design Consulting: 4 Business Models to Consider http://feedly.com/k/hX3Bkh via @wimrampen
Choypw

Feb 12 06:04:49
What Comes First: Employees or Customers? (China Gorman) http://ow.ly/3UCQ0 via @AMAnet #Management #HR
Choypw

Feb 12 02:48:09
@LindaIreland @Choypw Studies have shown that positive employees have delivered far superior customer experience. +tivity travels.
mishrrak

Feb 11 23:51:46
TY Daryl RT @Choypw: Can employee experience have positive impact on customer exp & bottom line? http://bit.ly/fabgrU via @LindaIreland #cem
LindaIreland

Feb 11 22:16:52
@Choypw how about Observe?
annemiekvMoorst

Feb 11 22:14:01
@Choypw I particularly like the last 3 phases. And the use of verbs. For Initiate I am thinking of a better one. Come back on this.
annemiekvMoorst

Feb 11 20:44:24
You guys are the best! Thank you @MetroBSG, @vanbael, @Choypw, @ronalddijkgraaf, @labarta, @thedisneychick, @keniajaimes and @wdwgolfer
DisneyInstitute

Feb 11 19:05:02
RT @choypw: Can employee experience have positive impact on customer experience and bottom line? http://bit.ly/fabgrU via @LindaIreland #cem
responsetek

Feb 11 18:35:17
When should the customer really be king? Or how to avoid giving to much away to customers http://is.gd/EMtJ4f via @GrahamHill
Choypw

Feb 11 18:34:21
Why making people feel powerful increases the price they will pay for products http://is.gd/EMtJ4f via @GrahamHill
Choypw

Feb 11 18:33:09
Marketers take note: Some of your purchasing behaviour is influenced by genetics http://is.gd/i2X3zj via @GrahamHill
Choypw

Feb 11 18:32:22
Envy's two-faced impact on consumer behaviour. http://is.gd/GMQq9x @GrahamHill
Choypw

Feb 11 18:08:50
Why men should always shop alone and women should always shop together if they want to manage their spending http://is.gd/oC9KHF @GrahamHill
Choypw

Feb 11 18:07:52
Why focusing on losses influences near-term customer behaviour whilst focusing on gains influences long-term http://is.gd/KDne6Z @GrahamHill
Choypw

Feb 11 17:45:37
Great source for all your favourite business models and a few new ones: Proven Models http://www.provenmodels.com/ via @lirons @GrahamHill
Choypw

Feb 11 17:41:12
Can employee experience have positive impact on customer experience and bottom line? http://bit.ly/fabgrU via @LindaIreland #cem
Choypw

Feb 11 17:40:02
How word of mouth and observing other buyers at Amazon influences purchasing http://is.gd/S1aLhB via @GrahamHill #cem
Choypw

Feb 11 17:37:24
Cross-Selling the Right Product to the Right Customer at the Right Time http://is.gd/bVCnfu via @GrahamHill #sales
Choypw

Feb 11 15:56:36
True RT @Choypw: "Your brand statement tells who you want to be. Your #custserv says who you really are." http://bit.ly/g92gNz
Michael_Ludwig

Feb 11 15:56:01
"Your brand statement tells who you want to be. Your #custserv says who you really are." http://bit.ly/g92gNz via @BlueOceanTweets
Choypw

Feb 11 15:03:52
4 Cust Exp wisdom I now #follow @mbcxp @kiwilark @rmown @bsdalton @amandakaufmann @NPSQueen @choypw @debeastman @rgmarkey & @knowledgebishop
maldyj

Feb 11 12:35:02
For Customer Experience wisdom, I #follow @mbcxp @kiwilark @rmown @maldyj @NPSQueen @choypw @debeastman and @rgmarkey
KnowledgeBishop

Feb 11 11:04:33
“@wimrampen: @Choypw you can ask me any question, always. No apologies needed! - as long as you grant me the same of course”
CoCreatr

Feb 11 10:10:14
@Choypw you can ask me any question, always. No apologies needed! - as long as you grant me the same of course
wimrampen

Feb 11 10:07:30
@wimrampen Understood... just want to learn more about its implication on touchpoint experience...
Choypw

Feb 11 09:55:19
@Choypw "high-touch" is just a way of expressing human2human interaction is involved..
wimrampen

Feb 11 08:45:10
@wimrampen Recently I read your comments on something like high-touch customer service... any articles you'd suggest me to read?
Choypw

Feb 11 04:44:10
@Choypw Daryl, would be glad to have a piece on touchpoints from you for the blog. At your convenience. Just email it to me when ur ready
Assistly

Feb 11 03:07:09
RT @choypw: Business Objectives vs User Experience http://j.mp/goBe9A via @DeliverBliss #ux #cem
expertinservice

Feb 11 01:49:54
Great - you have integrity. What does that mean? And how does that make you different? http://ow.ly/3UhlE via @MichaelHinshaw
Choypw

Feb 11 01:45:58
How to be Brilliant At The Basics of Business: 100 Things to know. (Nicholas Bate) via @AMAnet http://ow.ly/3U1Xc #Leadership
Choypw

Feb 10 18:11:21
"Ask Customers to Use Less of Your Product: The Big Heresy" http://ow.ly/3U4Bl via @MichaelHinshaw | Isn't it sad?
Choypw

Feb 10 17:57:27
@annemiekvMoorst experience flow has 4 steps: Initiate-Search-Use-Share. It applies to Brand, Customer and Employee experience. :)
Choypw

Feb 10 17:54:49
@Assistly My pleasure. I guess I won't be able to write the topic you suggested. But I'm interested in touchpoint experience...
Choypw

Feb 10 17:31:51
@Choypw Thanks so much! Appreciate your loyal support.
Assistly

Feb 10 16:47:15
@Choypw Register at http://bit.ly/fTRfda and ask to be in all webcasts
LiorStrativity

Feb 10 16:46:20
@LiorStrativity Lior, when exactly is the bootcamp? And how to be part of it?
Choypw

Feb 10 16:43:07
Did you know Stance does Customer Experience Mapping, Mystery Shops and Social Media Management? http://www.stancecx.com/ via @sarah_gore
Choypw

Feb 10 14:02:48
@DeliverBliss @maldyj @jmp_katz @jen_reyna @Choypw Thanks for the mentions!
Hyken

Feb 10 12:27:07
Why #business is all about the details http://ow.ly/3TN56 via @richardbranson @virgindotcom
Choypw

Feb 10 08:29:55
RT @Choypw: Future Of Marketing http://read.bi/fHlmgK via @JeanneBliss | "only 3 made their customer the main point"
spirospiliadis

Feb 10 07:55:28
Future Of Marketing http://read.bi/fHlmgK via @JeanneBliss
Choypw

Feb 10 06:50:52
Business Objectives vs User Experience http://j.mp/goBe9A via @DeliverBliss #ux #cem
Choypw

Feb 10 06:04:48
@SemblanceTwit TY 4 RTs @KnowledgeBishop @mgallizzi @WarrenWhitlock @KabbageInc @georgeioannou @Choypw @jonnop @1680PR @mjmediamusic
MarshaCollier

Feb 10 05:12:58
Profitability is a byproduct of great service w/a focus on long-term sustainability & a purpose bigger than ourselves. via @smaxbrown #cem
Choypw

Feb 10 04:41:28
@Choypw Many thanks, Daryl! Have a terrific day.
KnowledgeBishop

Feb 10 04:19:16
Happy customers bring their friends via @Marcio_Saito @KnowledgeBishop http://bit.ly/hxpncg #cxp #cem #custserv
Choypw

Feb 10 04:17:26
Brand Monitoring- Is it Music to Your Ears? http://bit.ly/dU2gBp via @Assistly
Choypw

Feb 10 04:11:04
How a person's age affects type, volume, and success rate of #innovation http://tinyurl.com/2ehd2ru via @DonPeppers
Choypw

Feb 10 04:09:19
Be careful what you measure. The scoreboard can easily become the game. via @MARTYneumeier | Exactly! Like BSC.
Choypw

Feb 10 04:08:24
Every Touchpoint is an Opportunity for Customer Wow by Shep Hyken http://bit.ly/etPPwU via @Assistly #cem
Choypw

Feb 09 20:00:19
Absolutely RT @choypw: Brand is attractor when it delivers positive experience; else, it's worse than a name. cc @GrahamHill @tdebaillon ^KN
retexperience

Feb 09 19:40:01
RT @Choypw: Not motivated to tackle "the customer experience" yet? See a few of the advantages here: http://ht.ly/3S2Z5 via @retaincustomers
gregbeavers

Feb 09 19:10:12
Thank you :) @pacofdezreguero @RedChariot :):) @Murlu @Choypw :):) @MobilePayToday @jamesbickers @dealmakersmag ^KN
retexperience

Feb 09 17:01:13
"EVERY interaction is an opportunity to make a difference! Sheila Harrell, FedEx" via @MarshaCollier @KnowledgeBishop #custserv #cem
Choypw

Feb 09 16:59:23
IBM comes out with its own IBM Customer Experience Suite http://bit.ly/eU0Il6 via @joepine #IBM #cem
Choypw

Feb 09 16:03:22
Brand value creation by Synovate http://is.gd/o4tZVS via @GrahamHill
Choypw

Feb 09 13:44:02
@tdebaillon @Choypw Cusp catastrophe models are useful for looking at how brands are built... and destroyed http://is.gd/o4tZVS (see p17)
GrahamHill

Feb 09 13:30:20
@tdebaillon It's only a matter of time when the brand will die. What do you mean by category? From the book Brand Irrelevance?
Choypw

Feb 09 13:20:28
@Choypw It is presently the case in France with big telcos. Negative value created for category is even worse for category than for brands.
tdebaillon

Feb 09 13:19:13
@Choypw I didn't see so many brands dying from bad customer treatment. The impact on the category involved has to be considered.
tdebaillon

Feb 09 13:14:24
@tdebaillon In case of negative experience, empathy turns into hate, negative value is created, and brand is dead. @GrahamHill
Choypw

Feb 09 13:03:26
@Choypw ... the focus, which often taints the whole category. 2/2 @GrahamHill
tdebaillon

Feb 09 13:02:22
@Choypw Not sure. In case of negative experience, empathy turns into hate, negative value is created, but brands still hold 1/2 @GrahamHill
tdebaillon

Feb 09 12:52:53
@tdebaillon Brand is attractor when it delivers positive experience; else, it's worse than a name. cc @GrahamHill
Choypw

Feb 09 11:42:20
“@nickcoates: RT @Choypw: Excellent repot on Co-Creation: New Pathways to Value by Promise's @nickcoates (cont) http://tl.gd/8n5p2a
everydatalab

Feb 09 10:45:56
@Choypw I think about them as attractors in the relationships' complex space http://bit.ly/9Y9aZ1 @GrahamHill
tdebaillon

Feb 09 10:42:56
@tdebaillon @GrahamHill What exactly is brand? To customer? To employee? To the firm itself?
Choypw

Feb 09 10:38:48
@GrahamHill Those also affect value-in-use. How could we measure actual influence of expectations in consumption experience? @Choypw
tdebaillon

Feb 09 10:34:16
@Choypw What else is a brand but a set of emotions, feelings and expectations about the future consumption experience cc @tdebaillon
GrahamHill

Feb 09 09:33:07
Obsess about customer needs; Reinforce brand with every interaction; Treat CX as a competence http://bit.ly/dVwOIw (via @btemkin @choypw)
Cogiva

Feb 09 09:24:50
RT @Choypw: Excellent repot on Co-Creation: New Pathways to Value by Promise's @nickcoates http://is.gd/H6Y1x5 via @GrahamHill
nickcoates

Feb 09 09:19:27
@Choypw Agreed, informal + tacit knowledge are also part of experience, as they trigger actionable feeling.
tdebaillon

Feb 09 09:15:57
Should we be designing artificial brand-driven experiences or should we be helping people experience the real brand via @GrahamHill #cem
Choypw

Feb 09 09:15:37
Strive for perfection and settle for excellence via @vanbael @disneyinstitute #leadership #custserv
Choypw

Feb 09 09:14:50
Expectations raised by brand value is part of experience via @tdebaillon | Agreed! That's end-to-end... from mind to senses!
Choypw

Feb 09 09:13:34
As Sacha Guitry said, silence following a Mozart piece is still from Mozart via @tdebaillon | Love it!
Choypw

Feb 09 09:10:54
@Choypw As Sacha Guitry said, silence following a Mozart piece is still from Mozart.
tdebaillon

Feb 09 09:10:21
@Choypw Expectations raised by brand value, for instance. It is already part of the experience.
tdebaillon

Feb 09 09:08:22
@tdebaillon Hm... what exactly do you mean? Immaterial assets? :)
Choypw

Feb 09 09:07:45
Excellent repot on Co-Creation: New Pathways to Value by Promise's @nickcoates http://is.gd/H6Y1x5 via @GrahamHill
Choypw

Feb 09 08:35:47
@Choypw So immaterial assets may be qualified as touchpoints too
tdebaillon

Feb 09 08:32:25
Make Little Things Count Beta http://t.co/dHO0iso
Choypw

Feb 09 08:31:36
experience is the evaluation of value created at touchpoint, for touchline.
Choypw

Feb 09 08:28:39
@TeenWealth Appreciate the mention!
Choypw

Feb 09 08:28:35
@RhonaNBossa Appreciate the mention!
Choypw

Feb 09 08:26:48
Most branded experiences don't deliver their promises http://is.gd/sXi4Ic via @GrahamHill
Choypw

Feb 09 08:20:35
Experiences are Emotional http://t.co/Pe6Ya76 via @ElsbethBoes @wimrampen | experience is neither emotional nor rational.
Choypw

Feb 09 07:18:27
Make Little Things Count Beta: Tweets of 1-7 Feb 2011: @Choypw But what is a brand other than a habit? GrahamHil... http://bit.ly/dK82R9
TeenWealth

Feb 09 07:18:27
Make Little Things Count Beta: Tweets of 1-7 Feb 2011: @Choypw But what is a brand other than a habit? GrahamHil... http://bit.ly/dK82R9
RhonaNBossa

Feb 09 04:35:05
YW! RT @radiosalescafe: @SalesDuJour, @saltpeppergroup, @Choypw, @bartdecraene, @responsetek, @jenmfes - Thanks for the RT's!
jenmfes

Feb 09 02:35:01
EVERY employee influences customer experience, from product design to accounts receivable. via @KnowledgeBishop #custserv
Choypw

Feb 09 02:30:21
@SalesDuJour, @saltpeppergroup, @Choypw, @bartdecraene, @responsetek, @jenmfes - Thanks for the RT's - much appreciated!
RadioSalesCafe

Feb 09 02:22:47
RT @Marcio_Saito: "Service is what you do, Experience is how they feel, & both better be good" Co-creation by @Choypw and @KRCraft #custserv
RussLoL

Feb 09 02:20:41
RT @Marcio_Saito: "Service is what you do, Experience is how they feel, & both better be good" Co-creation by @Choypw and @KRCraft #custserv
tedcoine

Feb 09 02:19:57
RT @Marcio_Saito: "Service is what you do, Experience is how they feel, and both better be good" Co-creation @Choypw and @KRCraft #custserv
YouTernMark

Feb 09 02:19:20
"Service is what you do, Experience is how they feel, and both better be good" Co-creation by @Choypw and @KRCraft #custserv
Marcio_Saito

Feb 09 02:18:47
Experience is how the customer perceives the service via @PhaseWare @jeffharbert #cem #custserv
Choypw

Feb 09 02:17:46
Service is what you do, Experience is how they feel, and both better be good. Co-creation @Choypw and @KRCraft
Marcio_Saito

Feb 09 02:16:56
@JeffreyJKingman I'm from Hong Kong. :) #custserv
Choypw

Feb 09 02:16:30
And you want both to be good. RT @Marcio_Saito: RT @choypw: Service is what you do. Experience is how they feel. #custserv
KRCraft

Feb 09 02:16:27
I believe @choypw is in Asia, yes? #custserv
JeffreyJKingman

Feb 09 02:15:49
RT @choypw: Service is what you do. Experience is how they feel. #custserv
Marcio_Saito

Feb 09 02:15:09
Service is what you do. Experience is how they feel. cc @MarshaCollier @soxgal @RichardNatoli #custserv
Choypw

Feb 09 02:13:37
Welcome @bikespoke @DirecteurRemy @soxgal @jeffreycote @ldsilverstein @RobertvanL @RedBaronUSA @Choypw @thinkblotcom @jeffharbert #custserv
RoyAtkinson

Feb 09 02:12:06
Firm is responsible for providing a platform for customer and employee to interact effectively. 2/2 #custserv
Choypw

Feb 09 02:11:45
In the world of value co-creation, customer is also responsible for great customer service. Everything is mutual. 1/2 #custserv
Choypw

Feb 09 02:07:35
Every employee is a reflection of your company. Their actions and words represent your business. via @MarshaCollier #custserv
Choypw

Feb 09 01:59:51
@Choypw Hello Choy! #custserv
JeffreyJKingman

Feb 09 01:59:08
Is Every Employee Responsible For Customer Service? Hard to Say NO? :) #custserv
Choypw

Feb 09 01:41:25
@SylvieDahl By nothing, I mean experience in terms of people skills and hard skills relevant to firm... at least the first 90 days. #tchat
Choypw

Feb 09 01:35:01
@Choypw disagree, not everyone "starts w nothing" or gets equal oppty. But agree that everyone could be something. #TChat
SylvieDahl

Feb 09 01:33:45
Everyone starts off with nothing. But if given the right opportunities, everyone could be something. #tchat
Choypw

Feb 09 01:20:02
@choypw Thanks for the RT! :) Have a great night!
responsetek

Feb 09 00:29:59
"Perfection is not attainable, but if we chase perfection we can catch excellence." Vince Lombardi via @responsetek @radiosalescafe
Choypw

Feb 09 00:28:48
#Incompetence is not knowing when or whom to ask for help. via @JenniferSertl @CoCreatr @wisdomalive
Choypw

Feb 08 22:54:44
Thanks @bartdecraene @choypw for the RTs.
retaincustomers

Feb 08 20:30:26
RT @choypw: Loyalty now hinges on customer 'delight'. Netflix made it #1 http://ow.ly/3RAm7 via @LyleWetsch ^KN
retexperience

Feb 08 19:21:21
Crucial! > RT @Choypw: Not motivated 2 tackle #customerexperience yet? See advantages here: http://ht.ly/3S2Z5 via @retaincustomers #cem
bartdecraene

Feb 08 19:00:04
Not motivated to tackle "the customer experience" yet? See a few of the advantages here: http://ht.ly/3S2Z5 via @retaincustomers #cem
Choypw

Feb 08 16:50:49
Are Apple Stores eliminating boxed software? http://bit.ly/hXMnIu via @retexperience | Was that the original intent...? #cem
Choypw

Feb 08 15:58:56
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today via @sb_food @stirandenjoy @choypw @jfo360
PFSFoodGuy

Feb 08 15:48:40
Marc Hassenzahl on the Why, What, and How of Experience Design http://bit.ly/eBjJ5P via @joepine #cem
Choypw

Feb 08 14:12:01
touchpoint is subset of touchline, touchline is subset of relationship. #cem
Choypw

Feb 08 14:11:41
Every touchline begins with a need, but experience happens everywhere. #cem
Choypw

Feb 08 13:08:26
#DIKW model http://x.co/Muo3 via @rbgayle @CoCreatr | Love it!
Choypw

Feb 08 12:15:07
@Choypw best customers? Different for each business and market. You'll know when you watch them over time.
CoCreatr

Feb 08 12:01:47
Thanks for RT! RT @carmen_vronze: #Innovation – A New Match Between Need and Solution http://bit.ly/euz9LX via @ralph_ohr @wimrampen @Choypw
ralph_ohr

Feb 08 09:49:14
Innovation – A New Match Between Need and Solution http://bit.ly/euz9LX via @ralph_ohr @wimrampen @Choypw
carmen_vronze

Feb 08 04:13:32
Grateful for wise friends from all around the world like @LadyEleanorA @Choypw @senendp @JustinFlitter and @MarkFritz
KnowledgeBishop

Feb 08 01:04:00
Start building a better customer experience http://bit.ly/fkN88e via @retexperience @aymanelzeiny @gist @GregAtGist #cem #custserv
Choypw

Tweets of 1-7 Feb 2011

Feb 07 19:20:14
RT @choypw: If You Don't Know What To Do With Your Customers, Start Here http://su.pr/2ShRUC @YourCustomers #custserv cc:@responsetek ^KN
retexperience

Feb 07 18:32:31
@Choypw tnx u4 rt Thomas Sutton: Creating Space for Open Innovation http://is.gd/23qY7z
fredzimny

Feb 07 18:00:18
Good read! RT @choypw: It's Time to Take Your Customers Seriously http://is.gd/OdD58E via @wimrampen #cem #custserv
responsetek

Feb 07 16:48:21
@choypw Thanks for the RT! Happy Monday! =)
responsetek

Feb 07 16:45:25
It's Time to Take Your Customers Seriously http://is.gd/OdD58E via @wimrampen #cem #custserv
Choypw

Feb 07 16:37:18
Letting Customers Contribute to the Experience http://bit.ly/iaiJOD via @Assistly #cem
Choypw

Feb 07 15:16:34
Thanks for the RTs @RL_Harber01 @Choypw @GrahamHill @tipsstartups @vickioneill
LyleWetsch

Feb 07 14:15:00
Loyalty now hinges on customer 'delight'. Too bad some companies are not even hitting satisfaction. http://ow.ly/3RAm7 via @LyleWetsch
Choypw

Feb 07 12:19:47
RT @Choypw: Thomas Sutton: Creating Space for Open Innovation http://is.gd/23qY7z via @fredzimny @GrahamHill @FrogDesign
lindegaard

Feb 07 12:16:00
How should you treat your best customers? http://bit.ly/hhXHqy via @ThisIsSethsBlog @CoCreatr | Who's the best customer really?
Choypw

Feb 07 12:06:20
Thomas Sutton: Creating Space for Open Innovation http://is.gd/23qY7z via @fredzimny @GrahamHill @FrogDesign
Choypw

Feb 07 11:45:14
RT @choypw: Customer centricity http://bit.ly/ew5OqT via @Assistly
ecocustomers

Feb 07 08:57:54
"Social networks serve a purpose, or play important roles in getting our jobs done." via @wimrampen
Choypw

Feb 07 08:55:11
"We belong to networks centred around things where people interact. Social networks don't revolve around people." via @GrahamHill
Choypw

Feb 06 15:58:34
UNCORKED - Daily Foodservice News is out! http://bit.ly/frTuh9 ▸ Top stories today via @ajmontanaro @modimesiowa @choypw @eiowalife
PFSFoodGuy

Feb 06 15:29:19
@Choypw Business in general....if you get this formula right you invariably have a sound business.
Cogiva

Feb 06 13:31:41
thanks for the mentions and RTs @Choypw @creativeoncall @CIOLeader @GregAtGist @taciolobo @the_networks
DonPeppers

Feb 06 12:45:47
To be profitable you must deliver on time, to a high standard and without wastage via @Cogiva @nathj07 | What's the profit formula for?
Choypw

Feb 06 12:43:37
Forget lean, flexibility rules via @ccz1 @wimrampen | lol!!!
Choypw

Feb 06 10:19:32
Number of interactions is but one small antecedent of relationship strength via @GrahamHill | Quality of interactions is more important.
Choypw

Feb 06 06:51:53
Employee Experience + Customer Experience = “Awesomeness”!! http://ht.ly/3PIXQ by @JeffWaldmanHR #custserv #cem
Choypw

Feb 05 17:32:11
"Customers don't want to be treated equally. They want to be treated individually." @DonPeppers | Classic!
Choypw

Feb 05 08:52:46
Participation Design http://bit.ly/i8LfLZ via @prem_k #scrm
Choypw

Feb 05 07:25:29
RT @Choypw: The Psychology of Social Shopping: http://bit.ly/heHsFD via @frogdesign #scrm http://bit.ly/h9TCKO
superstarch

Feb 05 03:38:51
The Psychology of Social Shopping: http://bit.ly/heHsFD via @frogdesign #scrm
Choypw

Feb 05 03:36:42
@responsetek Appreciate the mention! Have a great weekend!
Choypw

Feb 05 03:35:02
Is Segmentation Useful in World of Long Tails, Niche Markets & Hyper-Personalization? http://bit.ly/eNrN2y via @JHenning @CommunispaceCEO
Choypw

Feb 05 03:30:49
"The positive thinker sees the invisible, feels the intangible & achieves the impossible." Unknown via @responsetek @misandi
Choypw

Feb 04 22:30:04
#FF We follow @Choypw bc he always has something insightful to say re: #CEM #CustServ
responsetek

Feb 04 20:05:45
If You Don't Know What To Do With Your Customers, Start Here http://su.pr/2ShRUC via @YourCustomers #custserv
Choypw

Feb 04 20:03:51
Business Objectives more important than user experience? http://is.gd/C6uvex via @wimrampen @uwehook
Choypw

Feb 04 19:39:58
What Increases the Odds of Happiness http://mitsmr.com/hmThhZ via @mitsmr
Choypw

Feb 04 17:37:17
@GrahamHill From our earlier discussion in Sep 10, emotions first, feelings second, experiences last. If it still holds, then brand is both.
Choypw

Feb 04 16:06:33
@Choypw LOL. You didn't answer the question. Emotion or Emotion + Feeling?
GrahamHill

Feb 04 16:05:14
@GrahamHill @tdebaillon That's why it's emotional connection.
Choypw

Feb 04 16:04:45
@GrahamHill Damn. You always make my English looks pretty poor :) You're right, there are dynamics behind that. @Choypw
tdebaillon

Feb 04 16:03:23
@GrahamHill Agreed! Just my "habit" to categorize everything into emotional and rational... :P
Choypw

Feb 04 16:01:18
@tdebaillon @Choypw Is a brand just an emotion or must there be an associated feeling too. There is a big difference.
GrahamHill

Feb 04 15:58:35
@Choypw Habit's generally don't require any cognitive (rational) activity. That's what makes them habits in the first place!
GrahamHill

Feb 04 15:58:00
@tdebaillon @GrahamHill Bingo! :)
Choypw

Feb 04 15:55:22
@GrahamHill Brand is emotional connection. Habit is rational move.
Choypw

Feb 04 15:54:45
@GrahamHill Brand is the "why." Habit is the "how."
Choypw

Feb 04 15:54:28
@GrahamHill @Choypw An emotion...
tdebaillon

Feb 04 15:51:44
@Choypw But what is a brand other than a habit?
GrahamHill

Feb 04 15:51:14
@GrahamHill Habit is only the beginning. Habit + Brand = Loyalty. 3/3
Choypw

Feb 04 15:47:01
@GrahamHill However, I'm a loyal Apple fan because I use mostly Apple products. I have to use PC because of pressure from critical mass. 2/3
Choypw

Feb 04 15:42:58
@GrahamHill Hm... Interesting! I tweet every day but it doesn't mean I'm loyal to Twitter. I'm just loyal to the act of tweeting! 1/3
Choypw

Feb 04 14:57:26
@Choypw It's not a linear relationship. See cusp catastrophe model in this paper http://is.gd/tRjrHh
GrahamHill

Feb 04 14:50:14
With habit comes loyalty. The question is, how to encourage customers to develop the habit of using the services?
Choypw

Feb 04 14:39:05
Customer centricity http://bit.ly/ew5OqT via @Assistly
Choypw

Feb 04 12:54:13
Not always co-creation: Introducing interactional co-destruction http://bit.ly/gLEocr #vcc
Choypw

Feb 04 09:58:04
The Keith Fiveson Daily is out! http://bit.ly/cBmnDj ▸ Top stories today via @seminozmorali @choypw @ipadomania @prda_asia
kfiveson

Feb 04 09:08:26
@choypw Hey thanks for the RT. Have a good weekend.
Cogiva

Feb 04 09:05:05
#ff people whose tweets I've favourited - @IATV @Choypw @growlerdesign @GrahamHill @loopdiloop @MichaelHyatt @GraceSmith @marketingwizdom
Cogiva

Feb 04 08:38:29
5 tips for crafting a killer elevator pitch http://bit.ly/i46d39 via @Cogiva
Choypw

Feb 04 06:35:34
More RT thanks! @responsetek @WriteTheCompany @JeffreySummers @PaulTTran @RBCfocus @Choypw @KnowledgeBishop @ToyotaHollywood
enthused

Feb 04 06:31:42
NPS is just a way to measure word-of-mouth? #nps2011 #scrm #cctr
Choypw

Feb 04 06:30:33
What is a Net Promoter Score? http://su.pr/17dK8g via @KnowledgeBishop #nps2011 #scrm #cctr
Choypw

Feb 04 03:43:52
@Choypw Thank you SO much for sharing the NPS message!
KnowledgeBishop

Feb 04 03:36:07
Engagement in real ideas: 4 ways to capture me and make me a buyer forever http://bit.ly/hMAuGH via @swoodruff
Choypw

Feb 04 03:34:03
RT @Choypw: Changing language to change customer exp won't fix it, but is quick win for frontlines http://ow.ly/3PHEq via @MichaelHinshaw
LindaIreland

Feb 04 03:32:21
Before you deny a tiny customer request, consider the LIFETIME value of the relationship. h/t @ChrisZane via @KnowledgeBishop #NPS2011 #cxp
Choypw

Feb 04 03:31:30
Changing language to change customer experience won't fix it, but represents quick win for frontlines http://ow.ly/3PHEq via @MichaelHinshaw
Choypw

Feb 04 03:27:00
When a company has CLEAR values and aligned guidelines, it frees employees to be creative. h/t @rgmarkey via @KnowledgeBishop #nps2011
Choypw

Feb 04 03:25:13
Un-stick the Sales Cycle: Give Your Buyers a Guide Help them help you http://bit.ly/eM1TmW via @eyesonsales @funnelholic @HeinzMarketing
Choypw

Feb 04 03:23:40
Branding Checkup: 3 Questions to Ask Yourself http://bit.ly/eXqFN2 via @Assistly
Choypw

Feb 04 02:30:02
Thank you - @expertsinservice @WriteTheCompany @MkCallConsult @samanthastarmer, @Choypw - for your RT's and mentions today. Appreciated!
LindaIreland

Feb 03 19:45:03
RT @choypw: "Customer Service starts when Customer Experience fails." @ChrisZane @KnowledgeBishop #custserv #cem | When CE fails, biz fails
responsetek

Feb 03 18:33:12
Great RTs form good people like -> @tefanbrandt1 @PacelineConsult @productful @scottsherrard @KevAtFennsQuay @alanceltic @choypw @MaxMckeown
thinktank_

Feb 03 18:29:39
@Choypw sure, but thinking of products as platforms provides a whole new set of opportunities
wimrampen

Feb 03 18:28:06
@wimrampen lol! I was thinking iPhone too. It's both. :)
Choypw

Feb 03 18:27:11
"Customer Service starts when Customer Experience fails." @ChrisZane via @KnowledgeBishop #NPS2011 #custserv #cem | When CE fails, biz fails
Choypw

Feb 03 18:26:47
@Choypw think Iphone.. is that a product or a platform?
wimrampen

Feb 03 18:24:16
@wimrampen Product? Platform? Are they the same?
Choypw

Feb 03 18:18:41
@Choypw isn't the product the platform on/with which value can be co-created?
wimrampen

Feb 03 18:18:40
The s-t-r-a-n-g-e psychology of panic buying http://fb.me/QpkFig11 via @thinktank_ #marketing #branding
Choypw

Feb 03 18:15:41
What's more important: the best product or the best delivery platform? http://bit.ly/f9Qqxn via @frogdesign
Choypw

Feb 03 18:13:09
Thrilled to be kicking off the convo about brand transformation at Liquid #brandsummit http://ow.ly/3JZTp on March 1 via @MARTYneumeier
Choypw

Feb 03 16:40:24
What is the job your customers are asking you to do? http://bit.ly/cZzGwN via @LindaIreland
Choypw

Feb 03 16:29:29
@choypw Thanks for the RT! Happy New Year!!
responsetek

Feb 03 12:39:04
RT @Choypw: Customer happiness and a need solved: 2 very different things. http://bit.ly/dYYW0H via @LindaIreland #cem #cex #custexp
AveusLLC

Feb 03 12:15:43
The space matters http://bit.ly/h8XM2u via @ThisIsSethsBlog @CoCreatr | To everywhere, or not to everywhere?
Choypw

Feb 03 11:05:34
@Choypw Nimble is a small-biz CRM application integrating Social Media channels/contacts too nimble.com
wimrampen

Feb 03 11:04:04
@wimrampen Wim, what's Nimble?
Choypw

Feb 03 09:56:28
Michael Mauboussin on Incentives, Motivation, and How They Interact http://is.gd/J7g1mi via @GrahamHill
Choypw

Feb 03 08:47:06
If you are interested in social networks and how value flows around them you MUST folow @vernaallee http://is.gd/xD48vX via @GrahamHill
Choypw

Feb 03 08:43:04
You have to look beyond tangibles to see the bigger picture http://is.gd/80D2B2 via @GrahamHill
Choypw

Feb 03 04:32:11
Service is a VERB via @enthused @KnowledgeBishop http://bit.ly/gyosCF #cem #custserv | Same applies to experience.
Choypw

Feb 03 04:29:27
Customer happiness and a need solved: 2 very different things. http://bit.ly/dYYW0H via @LindaIreland #cem #cex #custexp
Choypw

Feb 03 03:27:28
"When consumers are explicitly recommending your brand, that is the one metric that really counts." via @pblackshaw @YourCustomers #CRM
Choypw

Feb 03 03:25:49
Manage the Category Not the Brand http://bit.ly/hMn88p via @LindaIreland @DavidAaker
Choypw

Feb 03 03:15:33
Customer loyalty means engaging the "spenders" and the "senders" Customer Loyalty 3.0 http://bit.ly/f6z9ui via @responsetek @caroljsroth
Choypw

Feb 02 19:04:32
Like design thinking great #collaboration has goal clarity, sheds unnecessary for values http://bit.ly/gsuqsd via @matthewemay @KareAnderson
Choypw

Feb 02 18:58:37
Marketing 2.0: Webtrends' Engagement Marketing Guide http://is.gd/D5ydBU via @GrahamHill
Choypw

Feb 02 17:20:33
Thx @Choypw for the mention!
GuyWinch

Feb 02 17:12:35
@Choypw Do you really need a 360 degree view? Experience shows most business areas only need 10% of that to do their job
GrahamHill

Feb 02 17:12:09
Understanding + Empathy = Pulse of Customer via @GuyWinch #custserv
Choypw

Feb 02 17:09:18
Gaining a 360 Degree View of your Customers http://bit.ly/gVfv0G via @Assistly #crm
Choypw

Feb 02 16:10:19
Appreciate the mentions and RT! @DeliverBliss @Choypw @kimdsmith
Hyken

Feb 02 15:52:11
"Capabilities allow firm to co-create value. Competences are the basis of competitive advantage." via @GrahamHill
Choypw

Feb 02 14:59:36
Wish everyone a healthy, happy and prosperous Year of the Rabbit! Kung Hei Fat Choy!
Choypw

Feb 02 14:21:16
Managing the Customer Experience http://j.mp/ec3gMb via @hyken @DeliverBliss #custserv #cem
Choypw

Feb 02 13:01:00
RT @sales_eu_org make little things count... Make A Big Difference! - Favorite #Sales quote from @Choypw member ... http://bit.ly/ebqUDU
Quote2Quote

Feb 02 13:00:31
make little things count... Make A Big Difference! - Favorite #Sales quote from @Choypw member of our Grp http://ht.ly/1GnpO #in
sales_eu_org

Feb 02 04:42:38
Or B2C2B RT @berkson0: Important point, often lost RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not...
customercapital

Feb 02 03:35:43
THX 4 the convo @PaulSevcik @bikespoke @Choypw @EYellin @elliotross @captainchrysler @RichardNatoli @MarshaCollier @RoyAtkinson
Michael_Ludwig

Feb 02 03:33:27
@Choypw Yay. Thanks.
EYellin

Feb 02 03:29:18
@berkson0 :)
Choypw

Feb 02 03:11:39
That IS good RT @berkson0: RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not P2P #custserv cc: @eyellin
EYellin

Feb 02 03:10:38
RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not P2P #custserv cc: @eyellin
berkson0

Feb 02 03:09:04
So retweet it please. RT @berkson0: @Choypw You made my favorite point of the night! #custserv
EYellin

Feb 02 03:07:39
@Choypw You made my favorite point of the night! #custserv
berkson0

Feb 02 02:36:56
@craigmjamieson Huh? You lost me... #custserv @Choypw
berkson0

Feb 02 02:35:00
@berkson0 @Choypw (smile)
CraigMJamieson

Feb 02 02:34:24
@berkson0 @Choypw Well, that just ruined what little is left of my day
CraigMJamieson

Feb 02 02:33:17
Important point, often lost RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not P2P #custserv
berkson0

Feb 02 02:31:18
Never lose focus that everyone is a cust RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not P2P #custserv
Michael_Ludwig

Feb 02 02:28:42
@Choypw Ho again and welcome! #custserv
RoyAtkinson

Feb 02 02:27:41
RT @Choypw: There is still C in the B2B function. There's never B2B but B2B2C if not P2P. #custserv Lots of Bs Cs and Ps
PhaseWare

Feb 02 02:24:28
There is still C in the B2B function. There's never B2B but B2B2C if not P2P. #custserv
Choypw

Feb 02 02:17:38
RT @Choypw: At the end of the day, theres no B2B nor B2C but only P2P. Amen. | Gr8 basis 4 all serv. Then diff to meet expectation #custserv
KateNasser

Feb 02 02:17:00
@bevhillsporsche @Choypw Yes, Human to Human, it is possible that 1 is more complex and takes thought to reach that human element #custserv
mjayliebs

Feb 02 02:16:37
RT @bevhillsporsche: RT @Choypw: At the end of the day, theres no B2B nor B2C but only P2P. Amen. #custserv
1680PR

Feb 02 02:14:31
At the end of the day, there's no B2B nor B2C but only P2P. Amen. #custserv
Choypw

Feb 02 02:10:21
Richard Radka "Your process is worth nothing, your relationships with people are worth everything" via @DesignThinkers #UnBar
Choypw

Feb 02 02:08:22
The Interaction and User Experience Design Encyclopedia http://bit.ly/hvCiVT via @frogdesign
Choypw

Feb 01 21:29:14
Thx to @MDMktingSource @ggheorghiu @juliebhunt @enabledRambler @LaurenProctor32 @Choypw @MarcvanBennekom @keeswolters @RiaBreuer 4 RT's too
wimrampen

Feb 01 20:15:11
RT @choypw: Effectively managing the #brand experience http://bit.ly/hIsOMd #brandmanagement ^KN
retexperience

Feb 01 16:19:14
@Choypw @skip7547 Thanks for the mentions! Hope you're both having a lovely day!
responsetek

Feb 01 15:54:33
The #CEM Daily is out! http://bit.ly/dz1Kwf ▸ Top stories today by @msmanderson @jobsnewport @choypw @vivisimo_inc @fuchi0414
adrianswinscoe

Feb 01 15:52:14
Hard truths about soft-skills http://t.co/2BnhCEO via @JenKuhnPR #Leadchange #Leadership
Choypw

Feb 01 15:50:13
80% of brands claim to deliver "superior" experience: 8% of customers agree. http://bit.ly/hZNjlR via @KnowledgeBishop #custserv #nps11
Choypw

Feb 01 07:13:42
Engagement is for individual. Alignment is for team. Engagement first, Alignment next for one team one goal! #leadbiz
Choypw

Feb 01 06:55:23
Why "no one got fired for buying IBM?" #brand #cem
Choypw

Feb 01 05:43:49
Customer is top line giver. Employee is bottom line keeper. Brand is the platform for exchange. #ECB
Choypw

Feb 01 05:40:02
RT @choypw: It's not the brand, it's the connection that matters most http://wp.me/puCnS-e5 via @ideationz
ecocustomers

Feb 01 04:07:57
There's no "I" in team, but there is a "me" via @IHatePeople_ @SunniBrown | Reverse "me" implying "empathy" :)
Choypw

Feb 01 03:05:47
A mindshare manifesto http://bit.ly/i3aJN4 via Mercer Management Journal #brand
Choypw

Feb 01 02:55:33
Creating Mind Share thru Social Media http://bit.ly/htbLwx via @PennOlson #brand
Choypw

Feb 01 02:47:21
The 5 Benefits of Designing a Consistent #Brand http://bit.ly/h8l7De via @msdsbranding
Choypw

Feb 01 02:43:28
Effectively managing the #brand experience http://bit.ly/hIsOMd
Choypw

Feb 01 01:41:38
@ggheorghiu What exactly is fairness? Are developing countries being treated fairly? Is US treating others fairly? cc @wimrampen
Choypw

Feb 01 01:24:52
Infographic: The 8 Driving Forces for Retail in 2011 http://ow.ly/3NtL7 via @AMAnet #Retail #Management
Choypw

Feb 01 01:21:42
Customer Experience "Powered By Service" http://ow.ly/3NA57 via @Customer1CRM #custserv #cem
Choypw

Feb 01 01:19:24
The brand, it's more than just a logo http://bit.ly/gs2KJ2 via @Assistly
Choypw

Feb 01 01:14:44
Why transformation is better than change from @FranchiseKing http://bit.ly/h9x7r7 via @responsetek @ginidietrich
Choypw

Feb 01 01:11:27
The distinction btwn b2b & b2c is artificial...It's about business-to-people http://bit.ly/dKtdoI via @jackmorton | It's all P2P.
Choypw

Tweets of 25-31 Jan 2011

Jan 31 22:00:34
RT @choypw: Build Your Customer Experience Roadmap
http://bit.ly/dVwOIw via @btemkin #customerexperience ^KN
retexperience

Jan 31 19:55:18
Thanks a lot for your RT and mentions @flywhl @emmajenkins @joepine @Elenehvz @AkemanSolutions @Choypw @PR_ideas @baileyworkplay ^KN
retexperience

Jan 31 19:18:10
@Choypw @wimrampen Here's an interesting point from the article: "Fairness is key" - but isn't fairness highly subjective?
ggheorghiu

Jan 31 19:15:36
@Choypw: Despite knowing how service recovery relates to Customer retention, we still fail http://bit.ly/6roayz via @wimrampen #cem
ggheorghiu

Jan 31 17:35:45
@Choypw: Employees Are Customer Experience Pros’ Best Weapon http://bit.ly/hvxLnL via @sarah_gore @armano #cem @apmcinnes
ggheorghiu

Jan 31 17:23:24
@Choypw thx!
Assistly

Jan 31 16:45:03
Have a target CE for EE's too! RT @Choypw: Employees Are Customer Exp Pros’ Best Weapon http://bit.ly/hvxLnL via @sarah_gore @armano #cem
LindaIreland

Jan 31 16:39:54
Michael Fauscette: Designing User Experience http://bit.ly/eD9C0A via @Assistly
Choypw

Jan 31 16:11:38
IBM CEO study http://ht.ly/3NfBf via @pgreenbe @wimrampen #business
Choypw

Jan 31 16:07:38
Employees Are Customer Experience Pros’ Best Weapon http://pulsene.ws/VrHd via @sarah_gore @armano #cem
Choypw

Jan 31 13:35:30
Positive customer experience begins with the right promises http://goo.gl/fb/IqqYv via @YourCustomers #cem
Choypw

Jan 31 12:11:15
What is the purpose of advertising? http://feedly.com/k/ghXR4Z via @wimrampen
Choypw

Jan 31 08:29:03
@Choypw Free definitely takes away value. Clients can't claim anything on free goods/services.
bartdecraene

Jan 31 07:32:52
From the archive for @DeliverBliss who is tightening his tribe: http://ow.ly/1s0u9T @Choypw love to see refining and focusing.
johnflurry

Jan 31 07:11:40
Clients value what they pay for and tend not to value what is free. True or false?
Choypw

Jan 31 06:45:25
Build Your Customer Experience Roadmap http://bit.ly/dVwOIw via @btemkin #cem
Choypw

Jan 31 06:17:33
@Choypw Many reasons. As my friend @johnflurry said, I just "needed to cut some cords."
DeliverBliss

Jan 31 06:14:02
@DeliverBliss 60 people on Facebook? That's a lot! Any reasons behind?
Choypw

Jan 31 04:36:49
Feeling great! I'm unfollowing more tweeps today.
Choypw

Jan 31 01:41:59
It's not the brand, it's the connection that matters most http://wp.me/puCnS-e5 via @ideationz
Choypw

Jan 30 17:44:27
Employee is cost. Accountable employee is gift who creates advocate. Advocate is free employee who creates value. #leadbiz
Choypw

Jan 30 16:59:19
The effects of customer participation in co-created service recovery http://bit.ly/dI2Ov9 via @wimrampen #custserv #loyalty
Choypw

Jan 30 16:58:07
The relationship quality implications in service recovery http://bit.ly/efZF24 via @wimrampen #custserv #loyalty
Choypw

Jan 30 16:57:07
How service recovery and emotions that go with it have an effect on retention http://icio.us/2hTIqf via @wimrampen #loyalty #custserv
Choypw

Jan 30 16:55:29
Building Creative Collaboration http://bit.ly/euNS3t via @wimrampen
Choypw

Jan 30 10:42:37
@Cogiva Feel the same! Come on Murray!
Choypw

Jan 30 08:08:31
The Power of the Platform at Apple http://nyti.ms/hBeovn via @timoreilly
Choypw

Jan 30 02:09:36
Despite knowing how service recovery relates to Customer retention, we still fail http://bit.ly/6roayz via @wimrampen #cem
Choypw

Jan 30 02:06:43
In Every Sale http://ow.ly/3Mym1 via @retexperience #cem #marketing
Choypw

Jan 29 17:38:02
Value me as customer and treat me w/ respect and you’ll have customer for life http://bit.ly/egOjH3 via @margelaney @tedcoine #custserv
Choypw

Jan 29 15:58:44
UNCORKED - Daily Foodservice News is out! http://bit.ly/hK49ja ▸ Top stories today by @michaelatkinson @ryantaft @choypw @iowacitylocal
PFSFoodGuy

Jan 29 06:21:00
Micro-interactions Versus the End-to-End Experience http://bit.ly/ibcrDf via @GrahamHill #cem
Choypw

Jan 29 05:50:39
@Choypw Thanks for the RT! Hope all is well.
Reaburn

Jan 29 05:10:57
Employee Engagement Questions with New Management http://bit.ly/e7QYlX via @Reaburn @SybilQSM
Choypw

Jan 29 03:45:46
@LindaIreland Appreciate the mention. I'm flattered! Have a great weekend!
Choypw

Jan 29 03:42:19
RT @Choypw: How businesses measure the #ROI of investing in #CEM improvements http://bit.ly/foqIst via @LindaIreland @AdobeCEM @PerfectCEM
Reaburn

Jan 29 03:42:00
How businesses measure the #ROI of investing in #CEM improvements http://bit.ly/foqIst via @LindaIreland @AdobeCEM @PerfectCEM
Choypw

Jan 29 03:38:06
"Nobody should go to a meeting without an opinion." http://bit.ly/hCFZwx via @frogdesign @the99percent
Choypw

Jan 29 01:15:03
I feel welcomed from every corner of our earth because I #follow @LadyEleanorA @senendp @Choypw @katlegomog and @elsua
KnowledgeBishop

Jan 29 01:05:16
I find the world smaller and richer because I #follow @LadyEleanorA @senendp @Choypw @elsua @M_Ozgenli and @zendesk
KnowledgeBishop

Jan 28 23:45:06
RT @choypw: Why #CEM is uncommon sense... http://ow.ly/3KIWf via @MyCustomer @responsetek
ecocustomers

Jan 28 22:34:31
#FF for provocative #customerexperience thinking: @DeliverBliss @bsdalton @btemkin @Choypw @ColinShaw_CX @telefaction @wimrampen
LindaIreland

Jan 28 20:56:25
Thanks for the RTs and mentions this week! @Mousellaneous, @Advogada_Tati, @devhalena, @mollymoe508, @FelixCanHelp and @Choypw
DisneyInstitute

Jan 28 19:49:14
RT Customer Service Daily is out! http://bit.ly/f2dD09 ▸ Top stories today by @saltpeppergroup @choypw @houthum @coffeebeanbr @directlineinc
directlineinc

Jan 28 19:40:44
@choypw Of course-- and thank YOU for passing on our post! Hope you have a fabulous weekend as well!
PeopleMetrics

Jan 28 18:35:50
Just curious... why #followfriday? Just #ff anyone whenever you feel like.
Choypw

Jan 28 18:05:03
Have a fab wknd all! RT @peoplemetrics: #FF Solid tweeters w/ great info: @JeffreySummers @foodsho @jimsmiller @Chrltte_NEWStwt @Choypw
responsetek

Jan 28 17:38:50
The Greatest Marketing Geniuses of All Time http://ow.ly/3LkWx via @AMAnet #Marketing
Choypw

Jan 28 17:10:15
#FF Solid tweeters w/ great info: @JeffreySummers @foodsho @jimsmiller @Chrltte_NEWStwt @responsetek @Choypw Thx for mentions!
PeopleMetrics

Jan 28 13:06:58
Thx for recent RT's @crntmagazine @Choypw @mbjorn @v_abramides @tdebaillon @davidahood @BrianSJ3 @frankvanbergen @Arvid @GreenbizStartup
wimrampen

Jan 28 13:00:08
@Choypw Thanks for the RT.
Cogiva

Jan 28 12:26:11
Do right things right is no longer enough. Do right things best is the next practice! #betheone #leadbiz
Choypw

Jan 28 12:24:18
Fundamental Credos of Effective Client Management http://bit.ly/eo7pBl via @Customers_Shoes
Choypw

Jan 28 12:21:17
Carlson Marketing on Future of Relationship #Marketing http://bit.ly/gUzd6d via @wimrampen
Choypw

Jan 28 11:08:50
bom... “@Choypw: Why Do Firms Exist? http://feedly.com/k/hn3gwR via @wimrampen”
v_abramides

Jan 28 09:43:25
Why Do Firms Exist? http://feedly.com/k/hn3gwR via @wimrampen
Choypw

Jan 28 09:41:52
I Am The Customer Experience… Not! http://bit.ly/eFr243 via @Cogiva #cem
Choypw

Jan 28 04:46:15
Appreciating @LadyEleanorA @Choypw @feistycoach @FelixCanHelp @techcommdood @lrmeyer747 @larry_kunz and @juliov27612
KnowledgeBishop

Jan 28 02:17:49
The customer wants you to take their problems a way via @sarah_gore #CEBbootcamp
Choypw

Jan 28 02:16:56
Companies remain product centric via @sarah_gore . #CEMBootcamp
Choypw

Jan 28 02:13:43
What Would Einstein Say About Customer Service Complexity? http://bit.ly/fqH6sX via @mjayliebs @wimrampen #scrm #crm #custserv
Choypw

Jan 28 02:12:27
New on MIT SMR: how to respond to customer's online complaints http://t.co/mMKdsSR via @mitsmr #cem
Choypw

Jan 28 02:07:30
Experience driving satisfaction, predicting future behaviors and then financial performance via @Brainzooming #Kairos
Choypw

Jan 27 22:58:20
Wow! Thank you all for the RTs today. @JimHunt @brandleadership @costelloland @Choypw @Dale_Lawrence
KetelboeterPR

Jan 27 20:19:40
Appreciate your RT's! @KnowledgeBishop @mikehenrysr @ValueIntoWords @KetelboeterPR @LeadrshpAdvisor @Choypw @costelloland @avtoolman
SusanMazza

Jan 27 20:15:58
Thanks for the mentions folks. @KenRobbins @Cihanni @ahmetbulent @Choypw
DonPeppers

Jan 27 17:29:01
I commented on "3 Steps to Listening Better..." http://bit.ly/fp59jQ by @SusanMazza RT @Choypw @KetelboeterPR #hr #recruiting #leadchange
MikeRamer

Jan 27 17:15:02
@davechism @lindaireland @bsdalton @Choypw Thanks for the RTs and mentions! Happy Thursday!! =)
responsetek

Jan 27 14:32:53
3 Steps to Listening Better and Hearing More http://t.co/so76K41 via @SusanMazza @KetelboeterPR #leadchange #leadership
Choypw

Jan 27 14:18:28
Creating the Positive User Experience http://bit.ly/fvhdtG #cem
Choypw

Jan 27 14:04:32
Building Positive Customer Experiences http://bit.ly/eeawKe #cem
Choypw

Jan 27 11:29:32
@bsdalton @choypw @responsetek @jrcarvajal - thanks for your RTs, we're very grateful!
MyCustomer

Jan 27 09:58:13
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today by @socialmediabigw @choypw @sheelectric @businessplanweb
kfiveson

Jan 27 06:22:39
Record Employee Dissatisfaction - Growth, Recognition, Trust drive engagement http://bit.ly/gfy4SC via @DonPeppers @brianpeddle
Choypw

Jan 27 05:15:47
Why you need to offer customers more than just a product http://ow.ly/3L1vB via @designdamage @mich8elwu #marketing #brand #scrm #crm #cem
Choypw

Jan 27 05:10:10
Stop wasting money on #brand preference http://bit.ly/kent13d via @ExponentialEdge @DavidAaker @FastCompany @LindaIreland
Choypw

Jan 27 04:28:24
Smart post by @clearaction. Commented. RT @Choypw: Why #CEM is uncommon sense... http://ow.ly/3KIWf via @mycustomer @responsetek
LindaIreland

Jan 27 04:20:34
RT @PV_at_SAP: RT @Choypw: Why #CEM is uncommon sense... http://ow.ly/3KIWf via @mycustomer @responsetek
bsdalton

Jan 27 03:48:18
@Houthum Appreciate your RTs! Have a great weekend!
Choypw

Jan 27 03:46:15
111,111,111 x 111,111,111 = 12,345,678,987,654,321 via @clarityrules @CoCreatr @unorder @HansRuinemans
Choypw

Jan 27 02:33:24
Why #CEM is uncommon sense... http://ow.ly/3KIWf via @mycustomer @responsetek
Choypw

Jan 27 02:32:11
"People are more motivated by immediate consequences than by future possibilities." http://bit.ly/hiQb8U via @frogdesign #cem
Choypw

Jan 27 00:38:38
@Choypw @9INCHmarketing Thanks for the RTs - they are greatly appreciated.
jimsmiller

Jan 26 21:55:03
Why #CEM is uncommon sense... http://ow.ly/3KIWf (via @mycustomer)
responsetek

Jan 26 20:11:03
Fast facts on relationship building: it takes 5 interactions to connect; 10 to call it a relationship; 15 to do biz via @AxelS, @Choypw
gregbeavers

Jan 26 19:40:52
RT @Choypw: Why customer experience innovation matters http://bit.ly/gTqp45 via @Assistly #cem
Assistly

Jan 26 18:39:36
RT @Choypw: Fast facts on relationship building: it takes 5 interactions to connect; 10 to call it a relationship; 15 to do biz via @AxelS
bcarroll7

Jan 26 18:20:03
Great post @fredzimny ! RT @choypw: Why customer experience innovation matters http://bit.ly/gTqp45 via @Assistly #cem
responsetek

Jan 26 17:48:12
Fast facts on relationship building: it takes 5 interactions to connect; 10 to call it a relationship; 15 to do biz via @AxelS
Choypw

Jan 26 17:44:02
@thinktank_ @Cogiva TYVM! #experiencedesign
Choypw

Jan 26 17:36:34
@Cogiva <---> @choypw You guys need to hook up! #experiencedesign
thinktank_

Jan 26 17:23:47
Why customer experience innovation matters http://bit.ly/gTqp45 via @Assistly #cem
Choypw

Jan 26 17:07:01
@choypw Thanks for the RT's! Happy Wednesday!
responsetek

Jan 26 14:22:33
Manage Customer Experience through Small Details http://goo.gl/fb/srnfR via @YourCustomers #custserv #cem
Choypw

Jan 26 14:21:05
We believe it's not possible to design emotion, but experience that enhances/shapes it http://bit.ly/h9ZwiC via @joepine @kubearquitetura
Choypw

Jan 26 05:32:59
TY for RT's and mentions @jasonsparrow, @mikemyatt, @GuyLetts, @ericjacques, @Choypw, @Customers_Shoes, @CyberJMC66,
ITSoftSkills

Jan 26 04:56:52
84% of organizations think #cem will be more important in 2011 via @btemkin | So?
Choypw

Jan 26 03:26:32
The Pinnacle of Customer Engagement: Authenticity http://bit.ly/fTX3Nu via @responsetek @jimsmiller @PeopleMetrics #custserv #cem
Choypw

Jan 26 03:23:37
Emotion and user experience http://dlvr.it/F4L65 via @responsetek @mindtouch #opinion #user_experience
Choypw

Jan 26 02:16:05
RT @Choypw: Check these 6 metrics to see if your customer exp is driving great biz performance http://bit.ly/hla65u via @LindaIreland
gregbeavers

Jan 25 22:55:04
RT @choypw: Customer experience 2.0 http://ow.ly/3JmVb via @MichaelHinshaw Alas! We don't need 2.0 nor 1.0. We just need to get #cem right!
ecocustomers

Jan 25 21:14:07
Thx @lirons @MarkTamis @bhc3 @pgreenbe @futurescape @Choypw @DesignThinkers @GrahamHill @SemiraSK @mediapsycholoog @ggheorghiu 4 convo's :)
wimrampen

Jan 25 21:12:16
Thx @henningkj @matthewemay @goonth @nedkumar @KateNasser @mjayliebs @Robertzwamborn @Jabaldaia @Choypw @IdeaGov @prem_k 4 RT's
wimrampen

Jan 25 17:41:05
Check these 6 metrics to see if your customer experience is driving great biz performance http://bit.ly/hla65u via @LindaIreland #cem #CEX
Choypw

Jan 25 17:38:45
Evangelism (the 4th E) is advocates via @pgreenbe @rorysutherland #CBC311 | 4E from Ogilvy. Engagement is a better E.
Choypw

Jan 25 17:34:37
@Choypw got some future projects already in the works, will be in touch! #40IN240
toddschnick

Jan 25 17:01:33
Praxeology = Study of human action via @GrahamHill
Choypw

Jan 25 16:58:57
@toddschnick How to become part of #40IN240? I'd like to do a topic on brand/customer/employee experience.
Choypw

Jan 25 16:43:24
Why do business people keep quoting Sun Tzu? http://tinyurl.com/6xgonpz @DanielPink @M_Heffernan | It's Sun Zi for Christ's sake!
Choypw

Jan 25 16:16:01
@Choypw thanks for supporting #40IN240
toddschnick

Jan 25 15:45:39
Qwiki the Information Experience http://www.qwiki.com/ as introduced by Tribal Cafe http://bit.ly/exzUvk via @joepine
Choypw

Jan 25 14:35:31
The #40IN240 mini-MBA e-book is here! http://bit.ly/fDag7K via @rockinrobync @toddschnick
Choypw

Jan 25 14:33:13
Good whitepaper about improving employee engagement http://bit.ly/fb0GUl via @Assistly
Choypw

Jan 25 13:32:44
RT @Choypw #Innovation – A New Match Between Need and Solution http://bit.ly/euz9LX via @ralph_ohr @wimrampen #CustServ
KateNasser

Jan 25 12:29:21
@Choypw Thanks for the RT'S
Customers_Shoes

Jan 25 12:17:21
If you want to listen better don't just listen for the facts, listen for the emotion via @Customers_Shoes @ITSoftSkills @LeadToday #cem
Choypw

Jan 25 12:15:26
'Customer Experience Quote of the Day' at http://bit.ly/gVsrfr via @Customers_Shoes
Choypw

Jan 25 10:19:48
@Choypw ...emotional (how I feel about me) and social (how others feel about me). I add Relational too (how I relate to Friends & Family 2/2
GrahamHill

Jan 25 10:18:49
@Choypw The earlier paper reinforces looking at value from multiple perspectives: Functional value (what it does), ... ½
GrahamHill

Jan 25 10:18:16
RT @Choypw: @GrahamHill Holy Graham! You read my mind!!! http://is.gd/VOdHc1 via @wimrampen
Jabaldaia

Jan 25 10:15:41
@Choypw I use Woodruff's definition of value (adapted with newer SDL/VCC insights) n the form of a number of guiding principles
GrahamHill

Jan 25 10:12:10
@GrahamHill Holy Graham! You read my mind!!! http://is.gd/VOdHc1 cc @wimrampen thinktank_
Choypw

Jan 25 09:54:08
@Choypw Here it is: Customer Value from a Customer Perspective. A Comprehensive Review http://is.gd/VOdHc1
GrahamHill

Jan 25 09:50:33
@Choypw A starter: Customer Perceived Value in Banking Services http://is.gd/yplybz Good list of factors on p274
GrahamHill

Jan 25 09:47:45
@GrahamHill The problem is, I've also forgotten... I just remember the list of definitions in value at the last few pages...
Choypw

Jan 25 09:31:46
@Choypw Value as perceived by the customer... or value of the customer to the company?
GrahamHill

Jan 25 09:28:27
@GrahamHill Graham, do you remember there's an article on value? At the last few pages, it gives different definitions since 1950s?
Choypw

Jan 25 09:28:04
@wimrampen I'll have to check... I read it before, but I couldn't find it now...
Choypw

Jan 25 09:27:36
@thinktank_ TY, but I'm afraid it's not this one... :)
Choypw

Jan 25 09:25:05
The #Marketing Value of Customer Experience http://ht.ly/3IFIK cc @Choypw
thinktank_

Jan 25 08:56:03
@Choypw no.. do you have it?
wimrampen

Jan 25 08:55:16
@wimrampen Wim, do you remember there's an article on value? At the last few pages, it gives different definitions since 1950s?
Choypw

Jan 25 06:11:11
I really find it annoying when consultants keep creating the so-called next practices instead of focusing on the basics!
Choypw

Jan 25 05:48:16
How do I get rid of this "Wondering who this is?" in my Home timeline??? @Twitter #Twitter #fail
Choypw

Jan 25 05:46:38
For some unknown reason, I'm unfollowing tweeps. #ff
Choypw

Jan 25 04:51:53
"The benefits you provide, the outcomes you enable." Be Indispensable Instead of Sticky http://bit.ly/ei0tu4 via @Toni_Newman
Choypw

Jan 25 03:36:39
Customer experience 2.0? http://ow.ly/3JmVb via @MichaelHinshaw | Alas! We don't need 2.0 nor 1.0. We just need to get #cem right!
Choypw