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
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