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