Mar 21 16:57:54
@MatthewLiberty That's a lovely article. :)
Choypw
Mar 21 16:48:53
@Choypw @ArveyColumbus #Thanks for the RT, I really appreciate it!! :-)
MatthewLiberty
Mar 21 16:20:41
Shut Up and Create http://bit.ly/gmxU6a via @MatthewLiberty @ArveyColumbus
Choypw
Mar 21 16:08:05
Position the customer, not the #brand http://bit.ly/dYvRz7 via @tdebaillon #SDlogic
Choypw
Mar 21 15:48:46
Thanks a million for your RTs:-) @freespiritjain @sniukas @HNBD @cineandreea @EngesethsBlog @Choypw
thinktank_
Mar 21 14:53:54
The Age of Customer Capitalism by Roger Martin http://goo.gl/FNYRv via @GrahamHill @nedkumar #designthinking #scrmsummit
Choypw
Mar 21 12:57:23
RT @Choypw: The Perception Gap - Stop being a marketeer, start being your own customer. http://post.ly/1mZuf via @ErikPosthuma
LindaIreland
Mar 21 12:10:01
The Perception Gap - Stop being a marketeer, start being your own customer. http://post.ly/1mZuf via @ErikPosthuma
Choypw
Mar 21 10:57:43
I can feel the peace after I have unfollowed 10 more tweeps... :) #ff
Choypw
Mar 21 10:40:13
Stefan Moritz on Service Design: Practical Access to an Evolving Field http://is.gd/Ks0eyc via @GrahamHill
Choypw
Mar 21 09:44:09
Can employee experience have positive impact on your customer experience and bottom line? http://bit.ly/fabgrU via @LindaIreland #cem
Choypw
Mar 21 07:35:42
IDEO CEO Tim Brown: T-Shaped Stars: The Backbone of IDEO’s Collaborative Culture http://bit.ly/azqIhr via @openinnovation3
Choypw
Mar 21 03:50:37
It’s not the magic that makes it work: It's the work that makes it magic. - @DisneyInstitute via @Choypw #leadbiz
KnowledgeBishop
Mar 21 01:43:23
3 fundamental human values - Joy, Growth and Choice http://bit.ly/f7vTxT via @bengoertzel @VenessaMiemis
Choypw
Mar 21 01:20:39
Service Design In 90 Seconds http://t.co/cPnvgSp via @thinkdsignchnge @wimrampen
Choypw
Mar 21 01:18:15
The long-term leader values the "strength to finish" more than the "minutes between mile markers." via @KnowledgeBishop #LeadChange
Choypw
Mar 20 17:58:32
Why American Express Is Raising The Bar On Customer Service: http://bit.ly/hzfX6x via @wimrampen @ariegoldshlager #custserv #cem
Choypw
Mar 20 17:41:31
Positive out-of-expectation is more powerful than exceeding expectation. #cem
Choypw
Mar 20 12:02:25
thanks for RTs! http://bit.ly/g20nbY @dougsarr @Choypw @xupera @nedkumar @fabriciosaad @rotkapchen @cjpberry @onthewavelength @wimrampen
DonPeppers
Mar 20 04:16:28
The BeyondMorale Daily is out! http://bit.ly/gxqz5j ▸ Top stories today via @golf4beginners @choypw
BeyondMorale
Mar 20 04:13:57
"Think more, talk less, & do like crazy!" + 14 More Last Minute Proj Mgmt Ideas http://bit.ly/hsOSVw via @Brainzooming #pm
Choypw
Mar 19 19:33:26
New role for copy editors: information architects. Organizing information to make it easier for readers via @lacajag @suebb #ACES2011
Choypw
Mar 19 16:46:52
@Choypw @wimrampen @Digitaltonto @raesmaa @davidabrock LOL #Value = WIFM - WMID. There is no such thing as a free lunch. Someone always pays
GrahamHill
Mar 19 16:10:45
“@Choypw: What is successful co-creation made of? http://t.co/IBRWSSU via @vpsingh #vcc”
warrenng
Mar 19 15:44:14
Is 1:1 marketing dead? http://bit.ly/gVTZk7 via @DonPeppers
Choypw
Mar 19 14:17:48
@wimrampen @GrahamHill @Choypw @Digitaltonto @davidabrock Thank you for your abbreviation rich convo, I have nothing to add :)
raesmaa
Mar 19 12:20:38
@wimrampen @GrahamHill @Digitaltonto @raesmaa @davidabrock #WIIFM #WMID #WMIKURD I surrender... Never-ending jargons from consultants... :p
Choypw
Mar 19 12:17:52
@GrahamHill @wimrampen @Digitaltonto @raesmaa @davidabrock WIIFM is the most important first step, or mindset. WMID is the 2nd.
Choypw
Mar 19 12:00:42
@GrahamHill @Choypw @Digitaltonto @raesmaa @davidabrock and what must I know/understand/receive to be capable of doing it #WMIKURD ;)
wimrampen
Mar 19 11:55:32
@Choypw @wimrampen @Digitaltonto @raesmaa @davidabrock WIFM isn't the whole picture. You also have to ask What Must I Do too #WMID
GrahamHill
Mar 19 11:43:59
RT @Choypw: The World's 1st Dis-Loyalty Cards http://bit.ly/gXnahm via @thinktank_ @cafegusto #cem #scrm... http://bit.ly/etsf6l
superstarch
Mar 19 11:11:02
@tdebaillon Because value is co-created, WIIFM becomes more important. :) #vcc
Choypw
Mar 19 09:59:22
@Choypw Isn't value co-creation rather about WIIFY ?
tdebaillon
Mar 19 09:54:10
Value is in eye of beholder. Answer is question. Use WIIFM to define value. cc @GrahamHill @wimrampen @Digitaltonto @raesmaa @davidabrock
Choypw
Mar 19 08:43:01
Appreciate your kind RTs:-) @jabaldaia @Choypw @SabineBrunswick @dotpeople @idanezg @ChristianHughes @Orienteered @thinklongrange @LuSe87
thinktank_
Mar 19 08:17:09
RT @Choypw: What is successful co-creation made of? http://goo.gl/TyM9t via @vpsingh #vcc: http://bit.ly/dJedMA
tipsstartups
Mar 19 08:14:46
@Choypw @vpsingh This isn't real co-creation, but co-creation lite
GrahamHill
Mar 19 07:42:37
What is successful co-creation made of? http://goo.gl/TyM9t via @vpsingh #vcc
Choypw
Mar 19 06:16:04
RT @Choypw: The World's 1st Dis-Loyalty Cards http://bit.ly/gXnahm via @thinktank_ @cafegusto #cem #scrm #community... http://bit.ly/fXM78p
superstarch
Mar 19 04:06:15
RT @Choypw: The World's 1st Dis-Loyalty Cards http://bit.ly/gXnahm via @thinktank_ @cafegusto #cem #scrm #community #currency #p2 #wiunion
dotpeople
Mar 19 04:04:41
The art of #relationships is being able to distinguish truthful from tactful. via @wisdomalive
Choypw
Mar 19 04:04:11
Customer Service in B2B - 15 Ideas That Work | Dot Connector http://bit.ly/frgRSl via @Assistly #custserv
Choypw
Mar 19 03:30:16
It’s not the magic that makes it work, it’s the work that makes it magic. via @DisneyInstitute
Choypw
Mar 19 03:29:14
Engagement data are not business metrics. Fans and followers are not business goals. But what you do *with* them is via @mich8elwu @jowyang
Choypw
Mar 19 03:27:20
The World's 1st Dis-Loyalty Cards http://fb.me/NqaytLLR via @thinktank_ @cafegusto #cem #scrm
Choypw
Mar 18 23:31:48
Thanks so much for the RTs @jimsmiller @serve4impact @choypw - have a fabulous weekend!
dawnamaclean
Mar 18 20:35:29
Customer Experience Driving Purpose & Profits http://ow.ly/4hlpO via @LindaIreland @jedlangdon @dawnamaclean #cem
Choypw
Mar 18 20:32:19
Inspiration Points: The Steve Ballmer Guide to Keepin’ It Real http://bit.ly/hg3HoL via @Assistly
Choypw
Mar 18 19:55:01
TY Daryl! RT @Choypw: Can best practices be a trap? http://bit.ly/fZBEuq via @LindaIreland #cem
LindaIreland
Mar 18 16:27:45
Gen Y consumers crave a good experience: http://bit.ly/hGZVdH via @MediaPost #cem
Choypw
Mar 18 14:55:45
LUV the LUV! RT @ty_sullivan: #FF PPLU Must Know CookieCentral @jillmcfarland @Choypw @learngrow @barrypeters @steveolenski @bradspy @KaryD
CookieCentral
Mar 18 14:32:08
@ty_sullivan Appreciate the mention.
Choypw
Mar 18 13:56:33
I'm smiling :) RT @ty_sullivan @CookieCentral @jillmcfarland @Choypw @learngrow @barrypeters @steveolenski @KaryD @SMSJOE @rockandrollguru
bradspy
Mar 18 13:41:07
#FF PPLU Must Know! @CookieCentral @jillmcfarland @Choypw @learngrow @barrypeters @steveolenski @bradspy @KaryD @SMSJOE @rockandrollguru
ty_sullivan
Mar 18 13:27:07
Rethinking Value http://goo.gl/fb/EW3uK via @YourCustomers #custserv
Choypw
Mar 18 05:15:14
@Choypw Daryl, thanks for the RT
AssistlySupport
Mar 18 01:33:20
Want People to Connect With Your Brand? Learn how to Engage them. http://ow.ly/4gOD0 via @kabbenbock #cem (via @Choypw)
marc_c_mandel
Mar 18 01:28:55
Want People to Connect With Your Brand? Learn how to Engage them. http://ow.ly/4gOD0 via @kabbenbock #cem
Choypw
Mar 17 23:34:49
Loyal customers have "least effort experience" so make it easy for them & you. http://bit.ly/fXCYz1 via @jimsmiller @KateNasser #CEM
Choypw
Mar 17 23:32:44
What’s Holding You Back? | Maximum Customer Experience Blog http://bit.ly/h2hlqU via @Assistly #custserv #cem
Choypw
Mar 17 23:30:25
What 66,000 people can teach us about the #customerexperience. http://bit.ly/hrvE8M via @MichaelHinshaw @andy_mcf #cem
Choypw
Mar 17 23:26:43
What It Means When “Customer Experience” Appears In Marketing And Advertising http://ow.ly/4g3Gq via @MichaelHinshaw #cem
Choypw
Mar 17 21:50:55
Thanks for the RTs! @SOCAPiE @socioinnovation @marioayalab @Choypw
DonPeppers
Mar 17 15:10:06
TY Daryl! RT @Choypw: Can best practices be a trap? http://bit.ly/fZBEuq via @LindaIreland #cem
LindaIreland
Mar 17 14:49:39
TY much Kelly RT @KRCraft: Love the 'cover the logo' test. And Prasad Setty quote RT @Choypw: Can best practic… (cont) http://deck.ly/~R8Rlq
LindaIreland
Mar 17 12:29:09
The Customers' Role in the Customer Experience: http://dlvr.it/KZ9VV via @DonPeppers #custserv #CEM
Choypw
Mar 17 12:24:14
More than 40% of US consumers say they've had a negative experience with a cust loyalty program http://bit.ly/hBXiVf via @DonPeppers
Choypw
Mar 17 09:14:56
Here are all 892 ways to lay out a 3x4 grid http://bit.ly/fndI47 via @nancyduarte
Choypw
Mar 17 07:42:09
@KRCraft @Choypw @LindaIreland Develop your own with the "end in mind." Be the best practice and who cares what the others do? Good stuff.
Versalytics
Mar 17 06:44:44
Love the 'cover the logo' test. And Prasad Setty quote RT @Choypw: Can best practices be a trap? http://bit.ly/fZBEuq via @LindaIreland #cem
KRCraft
Mar 17 05:40:40
Can best practices be a trap? http://bit.ly/fZBEuq via @LindaIreland #cem
Choypw
Mar 16 22:38:36
RT @choypw: Renewable Service in Disposable Industries http://t.co/j6eRTor /via @retexperience @knowledgebishop #cem #custserv
MichaelHinshaw
Mar 16 16:58:28
@Choypw: Thanks for the RT on Customer Experience with Bank Teller Transactions http://bit.ly/huG6om via @jimsmiller #cem
jimsmiller
Mar 16 14:51:54
Customer Experience Defined http://bit.ly/iig9Ig via @Assistly #cem
Choypw
Mar 16 14:14:10
Thx @Choypw 4 RT: The practice of customer blacklists http://bit.ly/eLxVC2 #custserv #cem #crm #cctr
GuyWinch
Mar 16 12:36:16
RT @Choypw: The big 3 questions: 1) what user needs 2) how to deliver what user needs 3) how to deliver what user needs right. #cem
LindaIreland
Mar 16 12:16:02
@choypw Hey thanks for RT.
Cogiva
Mar 16 11:51:28
Customer Experience Journal - How Consumers Give Feedback http://ow.ly/4fxlY via @Cogiva #cem
Choypw
Mar 16 11:34:35
RT @choypw: Brand Preference vs. Brand Relevance—Two Ways to Compete http://feedly.com/k/hcjs6K via @wimrampen
Twistan_Shout
Mar 16 09:55:16
Differentiating on customer experience | Forrester Blogs http://bit.ly/fw7lhX #cem
Choypw
Mar 16 06:27:28
The big 3 questions: 1) what user needs 2) how to deliver what user needs 3) how to deliver what user needs right. #cem
Choypw
Mar 16 06:23:02
Customers don't need you to be different. They just need you to give what they want. #cem
Choypw
Mar 16 02:52:27
The practice of customer blacklists http://bit.ly/eLxVC2 via @GuyWinch #custserv #cem
Choypw
Mar 16 02:49:57
@KnowledgeBishop I like that post much. Inspiring! :)
Choypw
Mar 16 02:42:23
@choypw Hello, Daryl! Thank you so much for sharing that post. I'm glad we share a common care for customer experience and loyalty. :)
KnowledgeBishop
Mar 16 02:16:43
Fanatical loyalty via positive brand experience. http://ow.ly/4fbXu via @MichaelHinshaw
Choypw
Mar 16 02:15:06
Renewable Service in Disposable Industries http://t.co/j6eRTor via @retexperience @knowledgebishop #cem #custserv
Choypw
Mar 16 02:12:07
Customer Experience with Bank Teller Transactions http://bit.ly/huG6om via @jimsmiller #cem
Choypw
Mar 15 15:02:03
RT @Choypw: Are Your Employees the Chicken or the Egg? http://bit.ly/hfmrUd via @Assistly #custserv
Reaburn
Mar 15 15:01:28
Are Your Employees the Chicken or the Egg? http://bit.ly/hfmrUd via @Assistly #custserv
Choypw
Mar 15 08:03:29
May forgiveness for today, hope for tomorrow, and joy for the moment bring delight to your heart as you find sleep. via @sethsimonds
Choypw
Mar 15 00:21:18
Is simplicity at the heart of your customer experience? http://bit.ly/hZE7m6 via @adrianswinscoe #cem
Choypw
Mar 15 00:18:08
Product needs to be 9x better than existing products to disrupt. via @jeanniecw #criticalUX #sxsw
Choypw
22 March 2011
Tweets of 8-14 Mar 2011
Mar 14 16:54:46
Evaluating experience based on value of outcomes...? cc @mkrigsman @GrahmaHill #cem
Choypw
Mar 14 14:10:29
"Facts don't sell; benefits do!" #cem
Choypw
Mar 14 07:30:18
touchpoint has 3 core elements: people, info, and deliverables (pid).
Choypw
Mar 13 16:58:46
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @johnflurry @pepsico @trend_land @choypw
LaurenceBody
Mar 13 14:43:22
RT @Choypw: Measurement & Metrics, or People & Relationships? http://goo.gl/fb/o1sYR via @YourCustomers #custserv #cem
greg_levin
Mar 13 14:38:23
Measurement and Metrics? Or People and Relationships? http://goo.gl/fb/o1sYR via @YourCustomers #custserv
Choypw
Mar 13 14:37:45
Challenges in Managing the Customer Experience http://bit.ly/hQvdZC via @JeanneBliss #cem
Choypw
Mar 13 09:07:21
The value is in the consumption of experiences, one touchpoint at a time. A CEx is a PLATFORM for experience co-creation via @GrahamHill
Choypw
Mar 13 08:37:29
How to quantify #value: http://futurecurve.com/how-to-quantify-value/ via @Futurecurve
Choypw
Mar 13 07:58:51
#Value defined: http://www.businessdictionary.com/definition/value.html
Choypw
Mar 12 20:02:08
@Choypw @crealoop Thanks for the RT's :)
sethetter
Mar 12 18:44:16
Exceeding expectation is no guarantee of positive experience. 2/2 #cem
Choypw
Mar 12 18:43:16
expectation is just one of the factors affecting experience. 1/2 #cem
Choypw
Mar 12 18:38:05
touchpoint is interaction of people, info, and deliverables (pid) for a purpose. #ux #cem
Choypw
Mar 12 18:35:05
Designing Services that Matter: http://bit.ly/gxziLA via @semanticwill @designthinkers @whatterz #servicedesign #ux
Choypw
Mar 12 18:33:14
The Value of Contrast in User Experience http://t.co/iIwHGAa via @sethetter #ux
Choypw
Mar 12 13:09:10
A useful framework for service designers http://is.gd/oIUiC8 via @GrahamHill
Choypw
Mar 12 07:44:55
Brand Preference vs. Brand Relevance—Two Ways to Compete http://feedly.com/k/hcjs6K via @wimrampen
Choypw
Mar 12 05:19:54
If you fail, and fail to learn from it, then you really have failed. via @richardsona
Choypw
Mar 11 22:15:03
Thx @9INCHmarketing @solvis @bikespoke @KRCraft @scrm_ac @ConicheNL @Choypw @Agotthelf @LouisColumbus @CRMStrategies @tdebaillon for RT's
wimrampen
Mar 11 14:42:32
An Inside View of IBM’s ‘Innovation Jam’ http://is.gd/gH1VmH via @GrahamHill
Choypw
Mar 11 14:41:53
Fantastic #CustServ tweeps! #FF @MarshaCollier @MKCallConsult @ericjacques @dawnamaclean @adrianswinscoe @KateNasser @spokencomm @Choypw
responsetek
Mar 11 13:36:59
Content trumps cosmetics. Are you catching people’s eyes with beauty or capturing people’s hearts with brilliance? via @nametagscott
Choypw
Mar 11 12:12:53
@wimrampen @Choypw @ConicheNL TY for the RT and have a nice day !
artduservice
Mar 11 12:00:56
Innovation in Customer Experience http://tinyurl.com/6gjspqk via @artduservice @wimrampen #custexp #custserv #cem
Choypw
Mar 11 07:38:41
@choypw Thanks for the RT!
ErikPosthuma
Mar 11 05:42:08
You're welcome.. :)RT @responsetek: Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @davechism @taufik_rmdnsyah @Choypw
Taufik_Rmdnsyah
Mar 11 03:28:37
How the internet is changing story telling, and how this should change brand/consumer relationship http://post.ly/1jMvK via @ErikPosthuma
Choypw
Mar 10 23:12:48
"If I were my customer, what would I expect?" http://ow.ly/4bh9Y via @MichaelHinshaw #cem
Choypw
Mar 10 20:47:07
UR welcome RT @responsetek: Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @DaveChism @Taufik_Rmdnsyah @Choypw
tetka
Mar 10 16:54:14
Thx @Choypw Make Customer Experience Memorable like @CDBaby ! http://bit.ly/fScIgv via @responsetek @KateNasser #CEM #CustServ #CEX
KateNasser
Mar 10 15:54:19
The #CEM Daily is out! http://bit.ly/gyL7nj ▸ Top stories today via @annemiekvmoorst @jobldbcsupport @sigmarofficepro @choypw @collsdad
adrianswinscoe
Mar 10 14:46:03
Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @davechism @taufik_rmdnsyah @Choypw
responsetek
Mar 10 12:52:47
RT @Choypw: Is #custserv worth paying for? http://is.gd/4HsJUB #cem #cctr (Extra price is ALREADY bad #custserv, if you ask me.)
greg_levin
Mar 10 12:50:32
@DeliverBliss And its role is becoming less significant... so I'd like to learn more about your pov since you've been discussing this. 5/5
Choypw
Mar 10 12:49:53
@Choypw I do.
DeliverBliss
Mar 10 12:49:47
@DeliverBliss And they all argue that expectation is just one of the many factors affecting experience... 4/n
Choypw
Mar 10 12:49:03
@DeliverBliss I was discussing this expectation thing with my team members recently... 3/n
Choypw
Mar 10 12:47:55
@DeliverBliss Do you seriously think expectation plays an important role in customer experience? Or do you not? 2/n
Choypw
Mar 10 12:47:04
@DeliverBliss Hi Tim... I was reading your posts on customer expectation the other day, and would like to learn more about your pov. 1/n
Choypw
Mar 10 12:43:26
Is #custserv worth paying for? Or you had already paid for some in the price? http://is.gd/4HsJUB via @ariegoldshlager @GrahamHill #cem
Choypw
Mar 10 04:35:05
Eight Steps to Superior Customer Experiences: http://dlvr.it/Jm8JL via @sarah_gore @DarnCustomers #cem
Choypw
Mar 09 22:42:33
@annemiekvMoorst Wow! Appreciate the mentions!
Choypw
Mar 09 22:31:14
@Choypw: Consumers willing 2 pay premium 4 excellent consistent customer exp http://ow.ly/4b4YO via @mich8elwu @crmstrategies @SMSJOE #cem
annemiekvMoorst
Mar 09 22:27:25
RT @Choypw: Make Customer Experience Memorable! http://ow.ly/1s8LOS via @responsetek @KateNasser #CEM see also http://ow.ly/1s8LOR
annemiekvMoorst
Mar 09 22:19:22
RT @Choypw: People factor in customer experience by @ShaunSmith_CEM http://bit.ly/hfYTmM via @joepine #cem
annemiekvMoorst
Mar 09 21:58:42
Consumers r willing 2 pay premium 4 excellent consistent customer experience http://ow.ly/4b4YO via @mich8elwu @crmstrategies @SMSJOE #cem
Choypw
Mar 09 21:54:08
Make Customer Experience Memorable! http://bit.ly/fScIgv via @responsetek @KateNasser #CEM
Choypw
Mar 09 21:51:33
People factor in customer experience by @ShaunSmith_CEM http://bit.ly/hfYTmM via @joepine #cem
Choypw
Mar 09 15:01:58
@KnowledgeBishop @choypw thanks for the blog RT gents!
bsdalton
Mar 09 12:58:56
Customer journey mapping 1. http://is.gd/flVqNa 2. http://is.gd/iOzQID 3. http://is.gd/cigJ3W 4. http://is.gd/cJ2yI8 via @GrahamHill
Choypw
Mar 09 12:11:51
Rethink #Marketing http://is.gd/RPA7eE via @GrahamHill
Choypw
Mar 09 09:40:33
'Meets Expectations': The New 'Exceeds Expectations' - BusinessWeek http://t.co/T2oax9x
Choypw
Mar 09 02:09:45
@Choypw @mjayliebs @btaylorSEO @gregortbach Hello and welcome! #custserv
CustServGreeter
Mar 09 02:08:32
30 Things We Need and 30 We Don't http://s.hbr.org/fTOtxn via @HarvardBiz
Choypw
Mar 09 02:06:33
Do Brands Create Customer Expectations? A #cxp post by @bsdalton http://bit.ly/ho4wtF via @KnowledgeBishop #custserv
Choypw
Mar 09 00:15:18
@choypw @LaurenceBody @ecocustomers Thanks for the RTs and mentions! They're always appreciated.
ericjacques
Mar 08 17:25:07
RT @choypw: Every employee can contribute to customer service excellence http://feedly.com/k/dUeJpE via @ericjacques #custserv #cem
ecocustomers
Mar 08 16:33:26
When Z Comes Before A http://t.co/U9LiBOx via @marketingprofs @Veronica_Jarski #cem
Choypw
Mar 08 14:37:29
@GrahamHill Fav all your hashtagged tweets, then backup using tweetake. Hope it helps.
Choypw
Mar 08 10:26:56
What goes on between customers is more important than what goes on between marketers and customers via @GrahamHill #es20 #scrm
Choypw
Mar 08 09:44:48
Do words only account for 7% of personal influence? Busting the Mehrabian Myth http://youtu.be/7dboA8cag1M via @dirkvl @GrahamHill
Choypw
Mar 08 08:51:23
Difference Between Mood and Emotion http://bit.ly/dYEz4c #cem
Choypw
Mar 08 05:36:49
Thanks @Choypw @GrahamHill @wimrampen @LindaIreland @ralph_ohr @ecocustomers @Brioneja for RTs and convos.
nedkumar
Mar 08 05:34:50
@GrahamHill Need is similar to J&DO... then that's consistent with my thinking: http://bit.ly/fRiLga :) 3/3
Choypw
Mar 08 05:31:39
@GrahamHill If value equals benefits minus costs, then value doesn't need to be positive. 2/n
Choypw
Mar 08 05:28:24
@GrahamHill Not all touchpoints deliver value... IMHO, they all deliver value if value could be positive, neutral, and negative. 1/n
Choypw
Mar 08 04:33:06
@Choypw Value is benefit (jobs and desired outcomes minus costs of doing). Need is most similar to J&DO. It's not the whole picture
GrahamHill
Mar 08 04:31:39
@Choypw Not all touchpoints deliver value (= satisfy a need). Some are things others force you to do, e.g. activating a mobile phone
GrahamHill
Mar 08 04:30:08
@Choypw Agreed. You can experience something without having a need for the category or the product. It's called sentience.
GrahamHill
Mar 08 03:14:04
@LindaIreland It's interesting to see how difficult it is to align the defintion of one concept. cc @GrahamHill @wimrampen @nedkumar 2/2
Choypw
Mar 08 03:12:05
@LindaIreland #Value=what it's worth to have need solved well. Same as benefits - costs of outcome? cc @GrahamHill @wimrampen @nedkumar 1/n
Choypw
Mar 08 03:05:08
@LindaIreland Each touchpoint is interaction with purpose to fulfill that need. cc @GrahamHill @wimrampen @nedkumar 4/4 #cem
Choypw
Mar 08 03:02:28
@LindaIreland Every touchline begins with a need. cc @GrahamHill @wimrampen @nedkumar 3/n #cem
Choypw
Mar 08 02:59:52
@LindaIreland IMHO, experience happens everywhere, so it doesn't necessarily begin with a need. @GrahamHill @wimrampen @nedkumar 2/n #cem
Choypw
Mar 08 02:57:31
@LindaIreland Every experience begins with need? Hm... cc @GrahamHill @wimrampen @nedkumar 1/n #cem
Choypw
Mar 08 02:52:16
@MKCallConsult Appreciate the mention! Have a great day!
Choypw
Mar 08 02:39:15
Every employee can contribute to customer service excellence http://feedly.com/k/dUeJpE via @ericjacques #custserv #cem
Choypw
Mar 08 02:33:48
"Good experiences are designed for the ideal. Great experiences allow for the unexpected." @AndrewCrow via @LindaIreland #cem
Choypw
Mar 08 00:42:32
Great conversation w/ @Choypw @GrahamHill on nature of "value" as measured from customer's view. For customers… (cont) http://deck.ly/~twKrN
LindaIreland
Evaluating experience based on value of outcomes...? cc @mkrigsman @GrahmaHill #cem
Choypw
Mar 14 14:10:29
"Facts don't sell; benefits do!" #cem
Choypw
Mar 14 07:30:18
touchpoint has 3 core elements: people, info, and deliverables (pid).
Choypw
Mar 13 16:58:46
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @johnflurry @pepsico @trend_land @choypw
LaurenceBody
Mar 13 14:43:22
RT @Choypw: Measurement & Metrics, or People & Relationships? http://goo.gl/fb/o1sYR via @YourCustomers #custserv #cem
greg_levin
Mar 13 14:38:23
Measurement and Metrics? Or People and Relationships? http://goo.gl/fb/o1sYR via @YourCustomers #custserv
Choypw
Mar 13 14:37:45
Challenges in Managing the Customer Experience http://bit.ly/hQvdZC via @JeanneBliss #cem
Choypw
Mar 13 09:07:21
The value is in the consumption of experiences, one touchpoint at a time. A CEx is a PLATFORM for experience co-creation via @GrahamHill
Choypw
Mar 13 08:37:29
How to quantify #value: http://futurecurve.com/how-to-quantify-value/ via @Futurecurve
Choypw
Mar 13 07:58:51
#Value defined: http://www.businessdictionary.com/definition/value.html
Choypw
Mar 12 20:02:08
@Choypw @crealoop Thanks for the RT's :)
sethetter
Mar 12 18:44:16
Exceeding expectation is no guarantee of positive experience. 2/2 #cem
Choypw
Mar 12 18:43:16
expectation is just one of the factors affecting experience. 1/2 #cem
Choypw
Mar 12 18:38:05
touchpoint is interaction of people, info, and deliverables (pid) for a purpose. #ux #cem
Choypw
Mar 12 18:35:05
Designing Services that Matter: http://bit.ly/gxziLA via @semanticwill @designthinkers @whatterz #servicedesign #ux
Choypw
Mar 12 18:33:14
The Value of Contrast in User Experience http://t.co/iIwHGAa via @sethetter #ux
Choypw
Mar 12 13:09:10
A useful framework for service designers http://is.gd/oIUiC8 via @GrahamHill
Choypw
Mar 12 07:44:55
Brand Preference vs. Brand Relevance—Two Ways to Compete http://feedly.com/k/hcjs6K via @wimrampen
Choypw
Mar 12 05:19:54
If you fail, and fail to learn from it, then you really have failed. via @richardsona
Choypw
Mar 11 22:15:03
Thx @9INCHmarketing @solvis @bikespoke @KRCraft @scrm_ac @ConicheNL @Choypw @Agotthelf @LouisColumbus @CRMStrategies @tdebaillon for RT's
wimrampen
Mar 11 14:42:32
An Inside View of IBM’s ‘Innovation Jam’ http://is.gd/gH1VmH via @GrahamHill
Choypw
Mar 11 14:41:53
Fantastic #CustServ tweeps! #FF @MarshaCollier @MKCallConsult @ericjacques @dawnamaclean @adrianswinscoe @KateNasser @spokencomm @Choypw
responsetek
Mar 11 13:36:59
Content trumps cosmetics. Are you catching people’s eyes with beauty or capturing people’s hearts with brilliance? via @nametagscott
Choypw
Mar 11 12:12:53
@wimrampen @Choypw @ConicheNL TY for the RT and have a nice day !
artduservice
Mar 11 12:00:56
Innovation in Customer Experience http://tinyurl.com/6gjspqk via @artduservice @wimrampen #custexp #custserv #cem
Choypw
Mar 11 07:38:41
@choypw Thanks for the RT!
ErikPosthuma
Mar 11 05:42:08
You're welcome.. :)RT @responsetek: Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @davechism @taufik_rmdnsyah @Choypw
Taufik_Rmdnsyah
Mar 11 03:28:37
How the internet is changing story telling, and how this should change brand/consumer relationship http://post.ly/1jMvK via @ErikPosthuma
Choypw
Mar 10 23:12:48
"If I were my customer, what would I expect?" http://ow.ly/4bh9Y via @MichaelHinshaw #cem
Choypw
Mar 10 20:47:07
UR welcome RT @responsetek: Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @DaveChism @Taufik_Rmdnsyah @Choypw
tetka
Mar 10 16:54:14
Thx @Choypw Make Customer Experience Memorable like @CDBaby ! http://bit.ly/fScIgv via @responsetek @KateNasser #CEM #CustServ #CEX
KateNasser
Mar 10 15:54:19
The #CEM Daily is out! http://bit.ly/gyL7nj ▸ Top stories today via @annemiekvmoorst @jobldbcsupport @sigmarofficepro @choypw @collsdad
adrianswinscoe
Mar 10 14:46:03
Thanks for the RT's and mentions @spokencomm @tetka @annemiekvMoorst @davechism @taufik_rmdnsyah @Choypw
responsetek
Mar 10 12:52:47
RT @Choypw: Is #custserv worth paying for? http://is.gd/4HsJUB #cem #cctr (Extra price is ALREADY bad #custserv, if you ask me.)
greg_levin
Mar 10 12:50:32
@DeliverBliss And its role is becoming less significant... so I'd like to learn more about your pov since you've been discussing this. 5/5
Choypw
Mar 10 12:49:53
@Choypw I do.
DeliverBliss
Mar 10 12:49:47
@DeliverBliss And they all argue that expectation is just one of the many factors affecting experience... 4/n
Choypw
Mar 10 12:49:03
@DeliverBliss I was discussing this expectation thing with my team members recently... 3/n
Choypw
Mar 10 12:47:55
@DeliverBliss Do you seriously think expectation plays an important role in customer experience? Or do you not? 2/n
Choypw
Mar 10 12:47:04
@DeliverBliss Hi Tim... I was reading your posts on customer expectation the other day, and would like to learn more about your pov. 1/n
Choypw
Mar 10 12:43:26
Is #custserv worth paying for? Or you had already paid for some in the price? http://is.gd/4HsJUB via @ariegoldshlager @GrahamHill #cem
Choypw
Mar 10 04:35:05
Eight Steps to Superior Customer Experiences: http://dlvr.it/Jm8JL via @sarah_gore @DarnCustomers #cem
Choypw
Mar 09 22:42:33
@annemiekvMoorst Wow! Appreciate the mentions!
Choypw
Mar 09 22:31:14
@Choypw: Consumers willing 2 pay premium 4 excellent consistent customer exp http://ow.ly/4b4YO via @mich8elwu @crmstrategies @SMSJOE #cem
annemiekvMoorst
Mar 09 22:27:25
RT @Choypw: Make Customer Experience Memorable! http://ow.ly/1s8LOS via @responsetek @KateNasser #CEM see also http://ow.ly/1s8LOR
annemiekvMoorst
Mar 09 22:19:22
RT @Choypw: People factor in customer experience by @ShaunSmith_CEM http://bit.ly/hfYTmM via @joepine #cem
annemiekvMoorst
Mar 09 21:58:42
Consumers r willing 2 pay premium 4 excellent consistent customer experience http://ow.ly/4b4YO via @mich8elwu @crmstrategies @SMSJOE #cem
Choypw
Mar 09 21:54:08
Make Customer Experience Memorable! http://bit.ly/fScIgv via @responsetek @KateNasser #CEM
Choypw
Mar 09 21:51:33
People factor in customer experience by @ShaunSmith_CEM http://bit.ly/hfYTmM via @joepine #cem
Choypw
Mar 09 15:01:58
@KnowledgeBishop @choypw thanks for the blog RT gents!
bsdalton
Mar 09 12:58:56
Customer journey mapping 1. http://is.gd/flVqNa 2. http://is.gd/iOzQID 3. http://is.gd/cigJ3W 4. http://is.gd/cJ2yI8 via @GrahamHill
Choypw
Mar 09 12:11:51
Rethink #Marketing http://is.gd/RPA7eE via @GrahamHill
Choypw
Mar 09 09:40:33
'Meets Expectations': The New 'Exceeds Expectations' - BusinessWeek http://t.co/T2oax9x
Choypw
Mar 09 02:09:45
@Choypw @mjayliebs @btaylorSEO @gregortbach Hello and welcome! #custserv
CustServGreeter
Mar 09 02:08:32
30 Things We Need and 30 We Don't http://s.hbr.org/fTOtxn via @HarvardBiz
Choypw
Mar 09 02:06:33
Do Brands Create Customer Expectations? A #cxp post by @bsdalton http://bit.ly/ho4wtF via @KnowledgeBishop #custserv
Choypw
Mar 09 00:15:18
@choypw @LaurenceBody @ecocustomers Thanks for the RTs and mentions! They're always appreciated.
ericjacques
Mar 08 17:25:07
RT @choypw: Every employee can contribute to customer service excellence http://feedly.com/k/dUeJpE via @ericjacques #custserv #cem
ecocustomers
Mar 08 16:33:26
When Z Comes Before A http://t.co/U9LiBOx via @marketingprofs @Veronica_Jarski #cem
Choypw
Mar 08 14:37:29
@GrahamHill Fav all your hashtagged tweets, then backup using tweetake. Hope it helps.
Choypw
Mar 08 10:26:56
What goes on between customers is more important than what goes on between marketers and customers via @GrahamHill #es20 #scrm
Choypw
Mar 08 09:44:48
Do words only account for 7% of personal influence? Busting the Mehrabian Myth http://youtu.be/7dboA8cag1M via @dirkvl @GrahamHill
Choypw
Mar 08 08:51:23
Difference Between Mood and Emotion http://bit.ly/dYEz4c #cem
Choypw
Mar 08 05:36:49
Thanks @Choypw @GrahamHill @wimrampen @LindaIreland @ralph_ohr @ecocustomers @Brioneja for RTs and convos.
nedkumar
Mar 08 05:34:50
@GrahamHill Need is similar to J&DO... then that's consistent with my thinking: http://bit.ly/fRiLga :) 3/3
Choypw
Mar 08 05:31:39
@GrahamHill If value equals benefits minus costs, then value doesn't need to be positive. 2/n
Choypw
Mar 08 05:28:24
@GrahamHill Not all touchpoints deliver value... IMHO, they all deliver value if value could be positive, neutral, and negative. 1/n
Choypw
Mar 08 04:33:06
@Choypw Value is benefit (jobs and desired outcomes minus costs of doing). Need is most similar to J&DO. It's not the whole picture
GrahamHill
Mar 08 04:31:39
@Choypw Not all touchpoints deliver value (= satisfy a need). Some are things others force you to do, e.g. activating a mobile phone
GrahamHill
Mar 08 04:30:08
@Choypw Agreed. You can experience something without having a need for the category or the product. It's called sentience.
GrahamHill
Mar 08 03:14:04
@LindaIreland It's interesting to see how difficult it is to align the defintion of one concept. cc @GrahamHill @wimrampen @nedkumar 2/2
Choypw
Mar 08 03:12:05
@LindaIreland #Value=what it's worth to have need solved well. Same as benefits - costs of outcome? cc @GrahamHill @wimrampen @nedkumar 1/n
Choypw
Mar 08 03:05:08
@LindaIreland Each touchpoint is interaction with purpose to fulfill that need. cc @GrahamHill @wimrampen @nedkumar 4/4 #cem
Choypw
Mar 08 03:02:28
@LindaIreland Every touchline begins with a need. cc @GrahamHill @wimrampen @nedkumar 3/n #cem
Choypw
Mar 08 02:59:52
@LindaIreland IMHO, experience happens everywhere, so it doesn't necessarily begin with a need. @GrahamHill @wimrampen @nedkumar 2/n #cem
Choypw
Mar 08 02:57:31
@LindaIreland Every experience begins with need? Hm... cc @GrahamHill @wimrampen @nedkumar 1/n #cem
Choypw
Mar 08 02:52:16
@MKCallConsult Appreciate the mention! Have a great day!
Choypw
Mar 08 02:39:15
Every employee can contribute to customer service excellence http://feedly.com/k/dUeJpE via @ericjacques #custserv #cem
Choypw
Mar 08 02:33:48
"Good experiences are designed for the ideal. Great experiences allow for the unexpected." @AndrewCrow via @LindaIreland #cem
Choypw
Mar 08 00:42:32
Great conversation w/ @Choypw @GrahamHill on nature of "value" as measured from customer's view. For customers… (cont) http://deck.ly/~twKrN
LindaIreland
08 March 2011
Tweets of 1-7 Mar 2011
Mar 07 19:55:37
Thx @gertbuist @Marcel_Wouters @NCCCongres @wtijssen @ekolsky @LindaIreland @Choypw @GrahamHill @nedkumar @Think_Write for Rt's & convo
wimrampen
Mar 07 19:46:30
Yes! RT @choypw: There is no such thing as negative experience when the user accepts "this too shall pass." #in #attitude #inspire
MKCallConsult
Mar 07 18:41:06
@LindaIreland agree.. but all in the eye of the beholder of course ;) @Choypw @GrahamHill @nedkumar
wimrampen
Mar 07 17:17:06
@Choypw @GrahamHill @wimrampen @nedkumar SO! Value for customer =what it's worth to have that need solved well. If you invest > that, waste.
LindaIreland
Mar 07 17:16:01
@Choypw @GrahamHill @wimrampen @nedkumar ...what need you solve + ideally what should happen & how cust's should feel as they act.
LindaIreland
Mar 07 17:13:22
@Choypw @GrahamHill @wimrampen @nedkumar Their measure of success is wheterh - & how well - need was solved. Graham agree must know...
LindaIreland
Mar 07 17:11:36
@Choypw @GrahamHill @wimrampen @nedkumar Late to a gr8 conversation. Every experience begins with a need, pro… (cont) http://deck.ly/~loNPq
LindaIreland
Mar 07 16:59:08
@nedkumar @Choypw @wimrampen It is a fundamental proposition of SDLogic/Value Co-Creation that value is ALWAYS in the eyes of the beholder
GrahamHill
Mar 07 16:59:02
*XPM Daily nouvelle édition http://bit.ly/hwJMnA ▸ Aujourd'hui à la UNE: @choypw @guchocolatepuds
LaurenceBody
Mar 07 16:51:09
Shaun Smith: The eight brand traits separating the best from the rest http://t.co/0YRtWKl #cem
Choypw
Mar 07 15:39:09
@nedkumar Appreciate your input Ned. I'm trying to summarize my thoughts here: http://bit.ly/fRiLga cc @GrahamHill @wimrampen
Choypw
Mar 07 15:33:16
@Choypw @GrahamHill @wimrampen Also,an outcome is just an end result. Whether it is of #value to the customer has to be defined by the cust.
nedkumar
Mar 07 15:30:56
@Choypw @GrahamHill @wimrampen How you solve the needs and how much it costs me to solve it is also important.
nedkumar
Mar 07 15:30:29
@Choypw Agree with @GrahamHill that 'value' cannot be defined in isolation. So value/job done=needs solved is not complete /@wimrampen
nedkumar
Mar 07 15:17:35
There is no such thing as negative experience when the user accepts "this too shall pass." #cem #custserv
Choypw
Mar 07 14:00:43
Relationship With Self: Base Point for All Other Relationships http://bit.ly/gZz9kr via @CoCreatr @DavidHolzmer @sebpaquet @SheriHerndon
Choypw
Mar 07 11:16:41
Empathy http://bit.ly/eSyAkA via @CoCreatr @ThisIsSethsBlog
Choypw
Mar 07 11:06:47
Are You Speaking Your Customer's Language? http://bit.ly/fRiLga cc @GrahamHill @wimrampen @nedkumar @LindaIreland #cem #custserv
Choypw
Mar 07 07:33:49
Is this statement true? "Job done is need solved." cc @GrahamHill @wimrampen @nedkumar @LindaIreland #cem #custserv
Choypw
Mar 07 07:18:29
Why brand promises start with well designed products: A cascade of broken promises by Apple http://j.mp/dUevgJ via @sethgodin @GrahamHill
Choypw
Mar 07 07:15:38
@GrahamHill Every job should produce outcome. Is that outcome also value? And what's need? Need is to get job done?
Choypw
Mar 07 07:13:35
@GrahamHill If value equals benefit minus cost, then what is outcome? cc @LindaIreland
Choypw
Mar 07 07:05:19
@Choypw @LindaIreland suggestion that 'value = need solved' doesn't really help you understand value, nor what to do to create more of it
GrahamHill
Mar 07 06:59:48
@GrahamHill @wimrampen @nedkumar So what's the relationship between value and benefit? @LindaIreland suggests value equals need solved...
Choypw
Mar 07 06:27:03
@Choypw @wimrampen @nedkumar The costs of the resources used at each point of value co-creation covers the other side of the equation 3/2
GrahamHill
Mar 07 06:24:49
@Choypw @wimrampen @nedkumar Outcomes are the best proxy for benefits we have, especially as outcome statements define them clearly 2/3
GrahamHill
Mar 07 06:23:25
@Choypw @wimrampen @nedkumar #Value is the difference between the benefits a customer receives and the costs accrued to get them ½
GrahamHill
Mar 07 06:21:28
@Choypw @wimrampen @nedkumar Giving Customers a Fair Hearing describes the difference between a job and an outcome http://is.gd/TBHJ9s
GrahamHill
Mar 07 05:59:27
@GrahamHill @wimrampen @nedkumar Gents, I need help. What's the difference between job, outcome and value? Please help.
Choypw
Mar 07 05:55:02
Not Every Customer Wants a Solution: http://bit.ly/dJFv8p via @JanTriplett
Choypw
Mar 07 04:11:13
@bsdalton @Choypw Thanks for the mentions gentlemen. Hope all is well w/ you.
Reaburn
Mar 07 04:02:19
Is the concept of “hours of business” outdated? I get annoyed when someone doesn’t have a channel open 24/7/365 via @Reaburn #custserv #cem
Choypw
Mar 06 05:27:00
Facebook controls everything you do! Twitter allows you to do everything you want. That's why I like Twitter. :)
Choypw
Mar 06 02:37:05
Trust is the new social currency! 5 Simple Rules for #socbiz applies to relationships: http://bit.ly/f3yUy0 #CIO via @rwang0
Choypw
Mar 06 02:35:28
Giving Customers a Fair Hearing: http://bit.ly/YOfoH via @GrahamHill #cem #custserv
Choypw
Mar 05 17:40:07
When measuring #customersat have you thought of using a Kano Model? http://bit.ly/efX2QI via @cventsurvey #custserv
Choypw
Mar 05 17:08:41
@BridgetHaymond Appreciate the mention! Have a great weekend.
Choypw
Mar 05 16:51:47
RT @Choypw Be The Miracle! #betheone
BridgetHaymond
Mar 05 14:53:47
#BeTheOne to say no to no! #betheone
Choypw
Mar 05 14:45:01
Be The Miracle! #betheone
Choypw
Mar 05 14:40:07
4 U #innovators! > http://bit.ly/dRv5NN @angel189 @choypw @monk51295 @TweetRightBrain @CoCreatr @KenwharperII @navicomm @Ce_Con
blogbrevity
Mar 05 12:56:07
Thx Tristan! RT @knowledgebishop: For customer insights, I #follow @ty_sullivan @Geoff_Snyder @Marcio_Saito @RussLoL @Choypw @MKCallConsult
MKCallConsult
Mar 05 10:09:43
Thanks for RT. Have a great weekend! --> RT @Choypw: 10 Ads Worth Sharing, Courtesy Of TED http://bit.ly/egITjn via @Cogiva
Cogiva
Mar 05 09:57:57
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today via @core_humans @choypw @businessplanweb @kacystoa
kfiveson
Mar 05 09:55:19
Five habits of great innovators: http://bit.ly/hbQX9O from @fastcompany via @blogbrevity #innovation #creativity #ideachat
Choypw
Mar 05 09:53:24
10 Ads Worth Sharing, Courtesy Of TED http://bit.ly/egITjn via @Cogiva
Choypw
Mar 05 04:29:13
@Choypw Most welcome, Daryl! You do the same.
KnowledgeBishop
Mar 05 03:14:05
@KnowledgeBishop Appreciate the mention. Have a great weekend!
Choypw
Mar 05 03:13:48
@sarah_gore Appreciate the mention! Have a great weekend.
Choypw
Mar 05 03:09:31
"Life is like a coin. You can spend it any way you wish, but you only spend it once." Lillian Dickson via @KetelboeterPR
Choypw
Mar 05 01:47:41
RT @Choypw Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #custserv
ClaudineOuellet
Mar 05 01:25:37
@Choypw @stephaniethum @simasays thank you! Happy weekend!
jeanniecw
Mar 05 00:47:53
Vive le client RT @sarah_gore: #ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler
9INCHmarketing
Mar 04 23:56:50
For customer insights, I #follow @krcraft @ty_sullivan @Geoff_Snyder @maldyj @Marcio_Saito @RussLol @choypw and @MKCallConsult
KnowledgeBishop
Mar 04 22:42:08
And you feel better too! -> RT @retexperience: RT @Choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques
m2ky
Mar 04 22:13:32
Well said Sarah RT @sarah_gore: #ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler @9INCHmarketing
LindaIreland
Mar 04 22:12:59
#ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler @9INCHmarketing
sarah_gore
Mar 04 22:10:03
LOVE! RT @lindaireland: RT @Choypw: 6 pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
responsetek
Mar 04 22:05:05
RT @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv ^KN
retexperience
Mar 04 18:54:00
TY- what great company! RT @annemiekvMoorst: My Twitter BFFs: @wimrampen @choypw @grahamhill @lindaireland @an… (cont) http://deck.ly/~gYATQ
LindaIreland
Mar 04 18:43:58
RT @Choypw: The best answers come from the best questions. Ask Impossible questions to improve #cem - http://twurl.nl/m4fvmy via @jeanniecw
annemiekvMoorst
Mar 04 18:30:37
My Twitter BFFs: @wimrampen @choypw @grahamhill @lindaireland @andressilvaa @bartgotte @professorgary. Find yours @ http://twitterbffs.com
annemiekvMoorst
Mar 04 17:20:27
RT @Choypw: Six pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
LindaIreland
Mar 04 16:59:34
Six pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
Choypw
Mar 04 16:00:07
RT @Choypw: Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #cem
jimsmiller
Mar 04 15:32:21
Don't Focus on the Customer; Engage the Customer - http://dlvr.it/JG313 via @DarnCustomers @sarah_gore #cem
Choypw
Mar 04 15:27:59
Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #cem
Choypw
Mar 04 12:42:50
The best answers come from the best questions. Ask Impossible questions to improve #cem - http://twurl.nl/m4fvmy via @jeanniecw
Choypw
Mar 04 12:26:49
Connecting the dots of user experience - http://www.slideshare.net/frogdesign/brugnoli-system-ux-1061731#
Choypw
Mar 04 10:28:14
Mythodrama - http://bit.ly/eFUlv9 and http://bit.ly/hwG4qM via @joepine
Choypw
Mar 04 08:08:29
Brand driven service innovation - http://bit.ly/iiakE7 #cem
Choypw
Mar 04 07:59:01
Thriving in the Relationship Economy http://prezi.com/3igqdq90g-y0/thriving-in-the-relationship-economy/
Choypw
Mar 04 06:20:10
RT @Choypw: Customer Journey Mapping http://bit.ly/gVNPCi #cem
cxpbootcamp
Mar 04 05:16:49
Customer Journey Mapping http://bit.ly/gVNPCi #cem
Choypw
Mar 03 19:23:21
RT @Choypw: What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych cc @paulaseguin
spirospiliadis
Mar 03 18:55:03
@Choypw Thanks Daryl! Glad you enjoyed it.
tedcoine
Mar 03 18:54:13
RT @Choypw: Company of One - http://t.co/sIq7uEi #leadbiz #tchat
tedcoine
Mar 03 18:07:36
RT @Choypw What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych
psychbot
Mar 03 18:05:22
Company of One - http://t.co/sIq7uEi via @tedcoine
Choypw
Mar 03 18:02:30
What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych
Choypw
Mar 03 16:39:32
@LindaIreland lol! Ditto. :)
Choypw
Mar 03 14:18:40
@Choypw Greatly appreciate the RT's and mentions of late, Daryl. Hope all is well on your side of the world.
LindaIreland
Mar 03 12:25:14
Thank you for the RTs! @Choypw @HaggbergConsult
splove1
Mar 03 07:31:56
Excellent issue of @rotmanschool magazine on "Wicked Problems" (PDF) - http://bit.ly/fobmUr via @nedkumar @ralph_ohr #innovation
Choypw
Mar 03 05:07:01
In case you're wondering if CEO can create emotional connection for a company: http://getwellsteve.com/ via @LindaIreland
Choypw
Mar 03 04:39:43
RT @choypw: 12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #custserv
actionink
Mar 03 03:49:39
4 Square is very creepy! @CloudNineTalk @Choypw @AmandaSains The tweet is coming from inside the house!!!! LOL!
JenKuhnPR
Mar 03 02:45:01
4square is the most useless social media tool! cc @JenKuhnPR @foursquare #fail
Choypw
Mar 03 01:39:58
People develop emotional connection to logo. Will JCPenny's redesign fare better than Gap's? http://ow.ly/46ITa via @MichaelHinshaw #cem
Choypw
Mar 02 22:29:29
Thx for RT! - @retexperience: RT @Choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
ericjacques
Mar 02 20:10:05
RT @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv ^KN
retexperience
Mar 02 19:53:59
@TracyShouldice @Choypw @DeliverBliss @ecocustomers @vivisimo_Inc @Natasha_D_G Thanks very much for your kind RT's, mentions.
LindaIreland
Mar 02 18:55:02
RT @choypw: The Best Experiences in the World and What Makes Them Work http://ow.ly/46hqH via @retexperience #cem
responsetek
Mar 02 17:23:52
The Best Experiences in the World and What Makes Them Work http://ow.ly/46hqH via @retexperience #cem
Choypw
Mar 02 17:11:51
Thx for RT Daryl! @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
ericjacques
Mar 02 17:00:51
Recognizing the Touch Points That Make Up the Customer Experience http://t.co/0YA5ASu via @ricksegel
Choypw
Mar 02 15:51:21
Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
Choypw
Mar 02 15:26:27
RT @bhairavisagar: RT @Choypw: 12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #cxp
TracyShouldice
Mar 02 15:07:04
@choypw thank you sir :)
nateriggs
Mar 02 14:46:27
12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #custserv
Choypw
Mar 02 14:41:10
Why Values Simplify Work http://goo.gl/fb/8R6cc via @nateriggs
Choypw
Mar 02 13:50:06
Great to see this crew in #custserv chat! @FehmidaMalik @Choypw @RebeccaHappy @JustinFlitter @ianclayton @bwboykin @ScottMTownsend
ty_sullivan
Mar 02 10:27:56
Brand strategy: Create your entire brand as a customer-focused application http://bit.ly/f1gT79 via @tdebaillon
Choypw
Mar 02 03:08:52
Thanks for RT's & mentions @FehmidaMalik @Choypw @RebeccaHappy @JustinFlitter @ianclayton @ty_sullivan @bwboykin @ScottMTownsend
RoyAtkinson
Mar 02 02:47:57
@choypw Thanks Daryl - based on your bio this #custserv discussion is perfect for you.
LindaSherman
Mar 02 02:47:05
@Choypw Glad to see you in the chat this evening! #custserv
RoyAtkinson
Mar 02 02:43:38
I always check customer reviews before major purchases and #custserv is a huge factor in decision making so it Sticks via @LindaSherman
Choypw
Mar 02 02:42:46
Let's get back to basics. Products are both goods and services. #custserv
Choypw
Mar 02 02:40:26
50 Facts about Customer Experience « Return on Behavior Magazine http://t.co/q8FDj2v via @wibiya
Choypw
Mar 02 02:32:01
@Choypw Thanks Daryl for the blog RT. Glad you enjoyed it; thanks for sharing!
TanveerNaseer
Mar 02 02:07:19
Making a difference #isbetterthan making an impression. via @KnowledgeBishop #BeTheOne
Choypw
Mar 01 18:06:24
@Choypw I like your take on irrational loyalty. Check out this http://EPMedge.com and check out the post on "to meet or exceed expectations"
bobchampagne
Mar 01 18:02:05
touchpoint is experience enabler!
Choypw
Mar 01 17:59:33
Irrational loyalty: What you get when your #custserv model consistently enables awesome customer experiences. via @splove1
Choypw
Mar 01 17:34:17
Why It's Time to Rethink Your Brand's Message - http://su.pr/1qJgPB by @TanveerNaseer via @KetelboeterPR
Choypw
Mar 01 16:59:12
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @choypw
LaurenceBody
Mar 01 16:29:02
The World's Most Beautiful Scrabble Set - http://bit.ly/gjpSLf via @fastcodesign
Choypw
Mar 01 13:59:29
5 Reasons Why Sales Process Trumps #Sales Heroics http://bit.ly/dY2Tfr via @bobapollo @DeliverBliss
Choypw
Mar 01 13:16:08
"The fear of death follows from the fear of life. A man who lives fully is prepared to die at any time." Mark Twain | Are you ready?
Choypw
Mar 01 02:17:15
Ten Compelling Reasons to Deliver an Amazing Customer Service Experience http://bit.ly/gW6FBE via @assistly #cem #custserv
Choypw
Mar 01 01:22:42
experience is always differentiated, because experience is in the eye of beholder. Firm just can't design differentiated experience!
Choypw
Mar 01 01:06:02
CXO @lomcovak on how Authenticity is king because branding bores everyone http://bit.ly/fWIYk4 via @joepine
Choypw
Thx @gertbuist @Marcel_Wouters @NCCCongres @wtijssen @ekolsky @LindaIreland @Choypw @GrahamHill @nedkumar @Think_Write for Rt's & convo
wimrampen
Mar 07 19:46:30
Yes! RT @choypw: There is no such thing as negative experience when the user accepts "this too shall pass." #in #attitude #inspire
MKCallConsult
Mar 07 18:41:06
@LindaIreland agree.. but all in the eye of the beholder of course ;) @Choypw @GrahamHill @nedkumar
wimrampen
Mar 07 17:17:06
@Choypw @GrahamHill @wimrampen @nedkumar SO! Value for customer =what it's worth to have that need solved well. If you invest > that, waste.
LindaIreland
Mar 07 17:16:01
@Choypw @GrahamHill @wimrampen @nedkumar ...what need you solve + ideally what should happen & how cust's should feel as they act.
LindaIreland
Mar 07 17:13:22
@Choypw @GrahamHill @wimrampen @nedkumar Their measure of success is wheterh - & how well - need was solved. Graham agree must know...
LindaIreland
Mar 07 17:11:36
@Choypw @GrahamHill @wimrampen @nedkumar Late to a gr8 conversation. Every experience begins with a need, pro… (cont) http://deck.ly/~loNPq
LindaIreland
Mar 07 16:59:08
@nedkumar @Choypw @wimrampen It is a fundamental proposition of SDLogic/Value Co-Creation that value is ALWAYS in the eyes of the beholder
GrahamHill
Mar 07 16:59:02
*XPM Daily nouvelle édition http://bit.ly/hwJMnA ▸ Aujourd'hui à la UNE: @choypw @guchocolatepuds
LaurenceBody
Mar 07 16:51:09
Shaun Smith: The eight brand traits separating the best from the rest http://t.co/0YRtWKl #cem
Choypw
Mar 07 15:39:09
@nedkumar Appreciate your input Ned. I'm trying to summarize my thoughts here: http://bit.ly/fRiLga cc @GrahamHill @wimrampen
Choypw
Mar 07 15:33:16
@Choypw @GrahamHill @wimrampen Also,an outcome is just an end result. Whether it is of #value to the customer has to be defined by the cust.
nedkumar
Mar 07 15:30:56
@Choypw @GrahamHill @wimrampen How you solve the needs and how much it costs me to solve it is also important.
nedkumar
Mar 07 15:30:29
@Choypw Agree with @GrahamHill that 'value' cannot be defined in isolation. So value/job done=needs solved is not complete /@wimrampen
nedkumar
Mar 07 15:17:35
There is no such thing as negative experience when the user accepts "this too shall pass." #cem #custserv
Choypw
Mar 07 14:00:43
Relationship With Self: Base Point for All Other Relationships http://bit.ly/gZz9kr via @CoCreatr @DavidHolzmer @sebpaquet @SheriHerndon
Choypw
Mar 07 11:16:41
Empathy http://bit.ly/eSyAkA via @CoCreatr @ThisIsSethsBlog
Choypw
Mar 07 11:06:47
Are You Speaking Your Customer's Language? http://bit.ly/fRiLga cc @GrahamHill @wimrampen @nedkumar @LindaIreland #cem #custserv
Choypw
Mar 07 07:33:49
Is this statement true? "Job done is need solved." cc @GrahamHill @wimrampen @nedkumar @LindaIreland #cem #custserv
Choypw
Mar 07 07:18:29
Why brand promises start with well designed products: A cascade of broken promises by Apple http://j.mp/dUevgJ via @sethgodin @GrahamHill
Choypw
Mar 07 07:15:38
@GrahamHill Every job should produce outcome. Is that outcome also value? And what's need? Need is to get job done?
Choypw
Mar 07 07:13:35
@GrahamHill If value equals benefit minus cost, then what is outcome? cc @LindaIreland
Choypw
Mar 07 07:05:19
@Choypw @LindaIreland suggestion that 'value = need solved' doesn't really help you understand value, nor what to do to create more of it
GrahamHill
Mar 07 06:59:48
@GrahamHill @wimrampen @nedkumar So what's the relationship between value and benefit? @LindaIreland suggests value equals need solved...
Choypw
Mar 07 06:27:03
@Choypw @wimrampen @nedkumar The costs of the resources used at each point of value co-creation covers the other side of the equation 3/2
GrahamHill
Mar 07 06:24:49
@Choypw @wimrampen @nedkumar Outcomes are the best proxy for benefits we have, especially as outcome statements define them clearly 2/3
GrahamHill
Mar 07 06:23:25
@Choypw @wimrampen @nedkumar #Value is the difference between the benefits a customer receives and the costs accrued to get them ½
GrahamHill
Mar 07 06:21:28
@Choypw @wimrampen @nedkumar Giving Customers a Fair Hearing describes the difference between a job and an outcome http://is.gd/TBHJ9s
GrahamHill
Mar 07 05:59:27
@GrahamHill @wimrampen @nedkumar Gents, I need help. What's the difference between job, outcome and value? Please help.
Choypw
Mar 07 05:55:02
Not Every Customer Wants a Solution: http://bit.ly/dJFv8p via @JanTriplett
Choypw
Mar 07 04:11:13
@bsdalton @Choypw Thanks for the mentions gentlemen. Hope all is well w/ you.
Reaburn
Mar 07 04:02:19
Is the concept of “hours of business” outdated? I get annoyed when someone doesn’t have a channel open 24/7/365 via @Reaburn #custserv #cem
Choypw
Mar 06 05:27:00
Facebook controls everything you do! Twitter allows you to do everything you want. That's why I like Twitter. :)
Choypw
Mar 06 02:37:05
Trust is the new social currency! 5 Simple Rules for #socbiz applies to relationships: http://bit.ly/f3yUy0 #CIO via @rwang0
Choypw
Mar 06 02:35:28
Giving Customers a Fair Hearing: http://bit.ly/YOfoH via @GrahamHill #cem #custserv
Choypw
Mar 05 17:40:07
When measuring #customersat have you thought of using a Kano Model? http://bit.ly/efX2QI via @cventsurvey #custserv
Choypw
Mar 05 17:08:41
@BridgetHaymond Appreciate the mention! Have a great weekend.
Choypw
Mar 05 16:51:47
RT @Choypw Be The Miracle! #betheone
BridgetHaymond
Mar 05 14:53:47
#BeTheOne to say no to no! #betheone
Choypw
Mar 05 14:45:01
Be The Miracle! #betheone
Choypw
Mar 05 14:40:07
4 U #innovators! > http://bit.ly/dRv5NN @angel189 @choypw @monk51295 @TweetRightBrain @CoCreatr @KenwharperII @navicomm @Ce_Con
blogbrevity
Mar 05 12:56:07
Thx Tristan! RT @knowledgebishop: For customer insights, I #follow @ty_sullivan @Geoff_Snyder @Marcio_Saito @RussLoL @Choypw @MKCallConsult
MKCallConsult
Mar 05 10:09:43
Thanks for RT. Have a great weekend! --> RT @Choypw: 10 Ads Worth Sharing, Courtesy Of TED http://bit.ly/egITjn via @Cogiva
Cogiva
Mar 05 09:57:57
The Keith Fiveson Daily is out! http://bit.ly/ieDhkl ▸ Top stories today via @core_humans @choypw @businessplanweb @kacystoa
kfiveson
Mar 05 09:55:19
Five habits of great innovators: http://bit.ly/hbQX9O from @fastcompany via @blogbrevity #innovation #creativity #ideachat
Choypw
Mar 05 09:53:24
10 Ads Worth Sharing, Courtesy Of TED http://bit.ly/egITjn via @Cogiva
Choypw
Mar 05 04:29:13
@Choypw Most welcome, Daryl! You do the same.
KnowledgeBishop
Mar 05 03:14:05
@KnowledgeBishop Appreciate the mention. Have a great weekend!
Choypw
Mar 05 03:13:48
@sarah_gore Appreciate the mention! Have a great weekend.
Choypw
Mar 05 03:09:31
"Life is like a coin. You can spend it any way you wish, but you only spend it once." Lillian Dickson via @KetelboeterPR
Choypw
Mar 05 01:47:41
RT @Choypw Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #custserv
ClaudineOuellet
Mar 05 01:25:37
@Choypw @stephaniethum @simasays thank you! Happy weekend!
jeanniecw
Mar 05 00:47:53
Vive le client RT @sarah_gore: #ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler
9INCHmarketing
Mar 04 23:56:50
For customer insights, I #follow @krcraft @ty_sullivan @Geoff_Snyder @maldyj @Marcio_Saito @RussLol @choypw and @MKCallConsult
KnowledgeBishop
Mar 04 22:42:08
And you feel better too! -> RT @retexperience: RT @Choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques
m2ky
Mar 04 22:13:32
Well said Sarah RT @sarah_gore: #ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler @9INCHmarketing
LindaIreland
Mar 04 22:12:59
#ff for love of the customer. @bsdalton @Choypw @ericjacques @JeffCutler @9INCHmarketing
sarah_gore
Mar 04 22:10:03
LOVE! RT @lindaireland: RT @Choypw: 6 pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
responsetek
Mar 04 22:05:05
RT @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv ^KN
retexperience
Mar 04 18:54:00
TY- what great company! RT @annemiekvMoorst: My Twitter BFFs: @wimrampen @choypw @grahamhill @lindaireland @an… (cont) http://deck.ly/~gYATQ
LindaIreland
Mar 04 18:43:58
RT @Choypw: The best answers come from the best questions. Ask Impossible questions to improve #cem - http://twurl.nl/m4fvmy via @jeanniecw
annemiekvMoorst
Mar 04 18:30:37
My Twitter BFFs: @wimrampen @choypw @grahamhill @lindaireland @andressilvaa @bartgotte @professorgary. Find yours @ http://twitterbffs.com
annemiekvMoorst
Mar 04 17:20:27
RT @Choypw: Six pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
LindaIreland
Mar 04 16:59:34
Six pieces of customer experience common sense: http://bit.ly/gHBdFR via @1to1Media @Customers_Shoes #cem
Choypw
Mar 04 16:00:07
RT @Choypw: Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #cem
jimsmiller
Mar 04 15:32:21
Don't Focus on the Customer; Engage the Customer - http://dlvr.it/JG313 via @DarnCustomers @sarah_gore #cem
Choypw
Mar 04 15:27:59
Six universal drivers to assure customer satisfaction - http://bit.ly/fRATgJ #cem
Choypw
Mar 04 12:42:50
The best answers come from the best questions. Ask Impossible questions to improve #cem - http://twurl.nl/m4fvmy via @jeanniecw
Choypw
Mar 04 12:26:49
Connecting the dots of user experience - http://www.slideshare.net/frogdesign/brugnoli-system-ux-1061731#
Choypw
Mar 04 10:28:14
Mythodrama - http://bit.ly/eFUlv9 and http://bit.ly/hwG4qM via @joepine
Choypw
Mar 04 08:08:29
Brand driven service innovation - http://bit.ly/iiakE7 #cem
Choypw
Mar 04 07:59:01
Thriving in the Relationship Economy http://prezi.com/3igqdq90g-y0/thriving-in-the-relationship-economy/
Choypw
Mar 04 06:20:10
RT @Choypw: Customer Journey Mapping http://bit.ly/gVNPCi #cem
cxpbootcamp
Mar 04 05:16:49
Customer Journey Mapping http://bit.ly/gVNPCi #cem
Choypw
Mar 03 19:23:21
RT @Choypw: What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych cc @paulaseguin
spirospiliadis
Mar 03 18:55:03
@Choypw Thanks Daryl! Glad you enjoyed it.
tedcoine
Mar 03 18:54:13
RT @Choypw: Company of One - http://t.co/sIq7uEi #leadbiz #tchat
tedcoine
Mar 03 18:07:36
RT @Choypw What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych
psychbot
Mar 03 18:05:22
Company of One - http://t.co/sIq7uEi via @tedcoine
Choypw
Mar 03 18:02:30
What #motivate your customers http://ow.ly/47jff via @mich8elwu #gamification #psych
Choypw
Mar 03 16:39:32
@LindaIreland lol! Ditto. :)
Choypw
Mar 03 14:18:40
@Choypw Greatly appreciate the RT's and mentions of late, Daryl. Hope all is well on your side of the world.
LindaIreland
Mar 03 12:25:14
Thank you for the RTs! @Choypw @HaggbergConsult
splove1
Mar 03 07:31:56
Excellent issue of @rotmanschool magazine on "Wicked Problems" (PDF) - http://bit.ly/fobmUr via @nedkumar @ralph_ohr #innovation
Choypw
Mar 03 05:07:01
In case you're wondering if CEO can create emotional connection for a company: http://getwellsteve.com/ via @LindaIreland
Choypw
Mar 03 04:39:43
RT @choypw: 12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #custserv
actionink
Mar 03 03:49:39
4 Square is very creepy! @CloudNineTalk @Choypw @AmandaSains The tweet is coming from inside the house!!!! LOL!
JenKuhnPR
Mar 03 02:45:01
4square is the most useless social media tool! cc @JenKuhnPR @foursquare #fail
Choypw
Mar 03 01:39:58
People develop emotional connection to logo. Will JCPenny's redesign fare better than Gap's? http://ow.ly/46ITa via @MichaelHinshaw #cem
Choypw
Mar 02 22:29:29
Thx for RT! - @retexperience: RT @Choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
ericjacques
Mar 02 20:10:05
RT @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv ^KN
retexperience
Mar 02 19:53:59
@TracyShouldice @Choypw @DeliverBliss @ecocustomers @vivisimo_Inc @Natasha_D_G Thanks very much for your kind RT's, mentions.
LindaIreland
Mar 02 18:55:02
RT @choypw: The Best Experiences in the World and What Makes Them Work http://ow.ly/46hqH via @retexperience #cem
responsetek
Mar 02 17:23:52
The Best Experiences in the World and What Makes Them Work http://ow.ly/46hqH via @retexperience #cem
Choypw
Mar 02 17:11:51
Thx for RT Daryl! @choypw: Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
ericjacques
Mar 02 17:00:51
Recognizing the Touch Points That Make Up the Customer Experience http://t.co/0YA5ASu via @ricksegel
Choypw
Mar 02 15:51:21
Five Ways to Increase Customer Loyalty http://goo.gl/fb/XTs8h via @ericjacques #custserv
Choypw
Mar 02 15:26:27
RT @bhairavisagar: RT @Choypw: 12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #cxp
TracyShouldice
Mar 02 15:07:04
@choypw thank you sir :)
nateriggs
Mar 02 14:46:27
12 must-read customer experience books for 2011 http://bit.ly/fKCSRj via @LindaIreland #cem #custserv
Choypw
Mar 02 14:41:10
Why Values Simplify Work http://goo.gl/fb/8R6cc via @nateriggs
Choypw
Mar 02 13:50:06
Great to see this crew in #custserv chat! @FehmidaMalik @Choypw @RebeccaHappy @JustinFlitter @ianclayton @bwboykin @ScottMTownsend
ty_sullivan
Mar 02 10:27:56
Brand strategy: Create your entire brand as a customer-focused application http://bit.ly/f1gT79 via @tdebaillon
Choypw
Mar 02 03:08:52
Thanks for RT's & mentions @FehmidaMalik @Choypw @RebeccaHappy @JustinFlitter @ianclayton @ty_sullivan @bwboykin @ScottMTownsend
RoyAtkinson
Mar 02 02:47:57
@choypw Thanks Daryl - based on your bio this #custserv discussion is perfect for you.
LindaSherman
Mar 02 02:47:05
@Choypw Glad to see you in the chat this evening! #custserv
RoyAtkinson
Mar 02 02:43:38
I always check customer reviews before major purchases and #custserv is a huge factor in decision making so it Sticks via @LindaSherman
Choypw
Mar 02 02:42:46
Let's get back to basics. Products are both goods and services. #custserv
Choypw
Mar 02 02:40:26
50 Facts about Customer Experience « Return on Behavior Magazine http://t.co/q8FDj2v via @wibiya
Choypw
Mar 02 02:32:01
@Choypw Thanks Daryl for the blog RT. Glad you enjoyed it; thanks for sharing!
TanveerNaseer
Mar 02 02:07:19
Making a difference #isbetterthan making an impression. via @KnowledgeBishop #BeTheOne
Choypw
Mar 01 18:06:24
@Choypw I like your take on irrational loyalty. Check out this http://EPMedge.com and check out the post on "to meet or exceed expectations"
bobchampagne
Mar 01 18:02:05
touchpoint is experience enabler!
Choypw
Mar 01 17:59:33
Irrational loyalty: What you get when your #custserv model consistently enables awesome customer experiences. via @splove1
Choypw
Mar 01 17:34:17
Why It's Time to Rethink Your Brand's Message - http://su.pr/1qJgPB by @TanveerNaseer via @KetelboeterPR
Choypw
Mar 01 16:59:12
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @choypw
LaurenceBody
Mar 01 16:29:02
The World's Most Beautiful Scrabble Set - http://bit.ly/gjpSLf via @fastcodesign
Choypw
Mar 01 13:59:29
5 Reasons Why Sales Process Trumps #Sales Heroics http://bit.ly/dY2Tfr via @bobapollo @DeliverBliss
Choypw
Mar 01 13:16:08
"The fear of death follows from the fear of life. A man who lives fully is prepared to die at any time." Mark Twain | Are you ready?
Choypw
Mar 01 02:17:15
Ten Compelling Reasons to Deliver an Amazing Customer Service Experience http://bit.ly/gW6FBE via @assistly #cem #custserv
Choypw
Mar 01 01:22:42
experience is always differentiated, because experience is in the eye of beholder. Firm just can't design differentiated experience!
Choypw
Mar 01 01:06:02
CXO @lomcovak on how Authenticity is king because branding bores everyone http://bit.ly/fWIYk4 via @joepine
Choypw
07 March 2011
Are You Speaking Your Customer's Language? (version 11.3.7)
What is need?
Get job done.
What does user need?
User needs to get job done.
What job does user need to get done?
1) Prevent pain
2) Reduce pain
3) Resolve pain
4) Maintain status quo
5) Create pleasure
6) Enhance pleasure
What type of job does user need to get done?
1) Rational must-have
2) Emotional must-have
3) Rational nice-to-have (want)
4) Emotional nice-to-have (want)
What does user get when job is done, or when need is solved (assuming job done is need solved)?
If job is done, there is outcome.
If job is not done, then there is no outcome.
It's not value yet.
What is value?
Value is benefit received from outcome minus cost of getting outcome.
Value could be positive or negative.
What is experience?
experience is evaluation of value based on gap between expectation and outcome.
To be more exact...
experience is evaluation of "difference between benefit received from need solved and cost of having need solved" based on gap between expectation and outcome.
What experience does user have when getting job done?
1) Great
2) Good
3) Neutral, or ok
4) Bad
5) Terrible
What makes experience great, good, ok, bad, or terrible?
TBD...
How does user behave when experience is great, good, ok, bad, or terrible?
TBD...
Get job done.
What does user need?
User needs to get job done.
What job does user need to get done?
1) Prevent pain
2) Reduce pain
3) Resolve pain
4) Maintain status quo
5) Create pleasure
6) Enhance pleasure
What type of job does user need to get done?
1) Rational must-have
2) Emotional must-have
3) Rational nice-to-have (want)
4) Emotional nice-to-have (want)
What does user get when job is done, or when need is solved (assuming job done is need solved)?
If job is done, there is outcome.
If job is not done, then there is no outcome.
It's not value yet.
What is value?
Value is benefit received from outcome minus cost of getting outcome.
Value could be positive or negative.
What is experience?
experience is evaluation of value based on gap between expectation and outcome.
To be more exact...
experience is evaluation of "difference between benefit received from need solved and cost of having need solved" based on gap between expectation and outcome.
What experience does user have when getting job done?
1) Great
2) Good
3) Neutral, or ok
4) Bad
5) Terrible
What makes experience great, good, ok, bad, or terrible?
TBD...
How does user behave when experience is great, good, ok, bad, or terrible?
TBD...
04 March 2011
Tweets of 22-28 Feb 2011
Feb 28 20:00:24
RT@joepine On winning w/ social media RT @Choypw: Gartner on the future of collaborative commerce http://bit.ly/ihPV2d #PSheartbeat
BarbaravB
Feb 28 17:30:17
TYVM 4 RTs! @JedLangdon @StephanieThum @AHawkCollinger @ChoyPW @MKCallConsult @StandardOfTrust @ExpertInService @Aimee_Lucas @TalentCulture
WriteTheCompany
Feb 28 16:53:40
On winning w/ social media RT @Choypw: Gartner on the future of collaborative commerce http://bit.ly/ihPV2d via @GrahamHill
joepine
Feb 28 16:47:47
Gartner on the future of collaborative commerce http://bit.ly/ihPV2d via @GrahamHill
Choypw
Feb 28 15:42:59
@Choypw Thank you for the RT, Daryl! Hope you have a fantastic week.
jen_reyna
Feb 28 15:04:16
RT @Choypw You should be worried when customers stop giving feedback. Indifference has no place in loyalty equation via @jen_reyna #custserv
CustThermometer
Feb 28 15:02:25
...and an opportunity to lose them! RT @Choypw: EVERY customer touchpoint is an opportunity to win hearts, minds, dollars and advocacy! #cem
Jeroen_Bouserie
Feb 28 14:17:53
RT @Choypw: Use lifetime customer value to increase sales http://bit.ly/h7hRnf via @Assistly
sarah_gore
Feb 28 14:16:33
You should be worried when your customers stop giving feedback. Indifference has no place in the loyalty equation. via @jen_reyna #custserv
Choypw
Feb 28 14:15:28
EVERY customer touchpoint is an opportunity to win hearts, minds, dollars and advocacy! via @jaybaer @AmberCadabra @KnowledgeBishop #cem
Choypw
Feb 28 14:14:33
Use lifetime customer value to increase sales http://bit.ly/h7hRnf via @Assistly
Choypw
Feb 28 12:24:48
RT @tdebaillon: @Choypw Positive word-of-mouth is only useful if products are helpful in customers job-to-be-done
kyraocity
Feb 28 12:19:43
Two Musts for Customer Experience Excellence http://t.co/6ou9FcJ #cem
Choypw
Feb 28 01:13:12
The Secrets of Black and White by Becky Blanton http://clrlv.rs/f6Xr54 via @colourlovers
Choypw
Feb 28 01:12:36
It takes calculated risks to improve a product. via @DisneyInstitute #creativity
Choypw
Feb 27 18:29:31
@Choypw customertransparententerprise.com, amazon.com
DeGregor
Feb 27 05:33:27
@DeGregor Any links for reference re Customer-Transparent Enterprise?
Choypw
Feb 27 03:10:09
@Choypw @GrahamHill See The Customer-Transparent Enterprise for the Radical Transparency model
DeGregor
Feb 27 03:08:38
Everyone is talking about RADICAL innovation as though more is better http://is.gd/5dUBaE Just how radical do we need to be? via @GrahamHill
Choypw
Feb 27 03:05:22
What innovation teams can learn from behavioral economics http://is.gd/rwI9RU via @GrahamHill #innochat #servdes
Choypw
Feb 27 02:55:03
Making Better Business by Exceeding Customer Expectations http://goo.gl/fb/ZkTIH via @YourCustomers #custserv #cem
Choypw
Feb 26 20:12:52
Should you keep an eye on your ex-customers? http://bit.ly/flhEwD via @wimrampen #sCRM #crm
Choypw
Feb 26 16:59:04
*XPM Daily nouvelle édition http://bit.ly/hwJMnA ▸ Aujourd'hui à la UNE: @adobecem @mindsharevoice @choypw
LaurenceBody
Feb 26 06:31:59
Thx @SteveVargo @GrahamHill @prem_k @mikeboysen @nedkumar @mjayliebs @tdebaillon @elliotross @Choypw for an interesting convo
wimrampen
Feb 26 05:50:08
Thanks @Choypw @wwjimd @spirospiliadis @cjpberry @vijaysankaran @Design4people @LeilaOliva for RTs & mentions. Have a great weekend.
nedkumar
Feb 26 00:40:00
How respectful brands can honor a customer's time http://su.pr/1euBuY via @KnowledgeBishop #cctr #custserv #cem
Choypw
Feb 26 00:34:04
Customer Service Wisdom to Up Customer Loyalty! http://bit.ly/dPxtsE via @KateNasser @WriteTheCompany #CustServ
Choypw
Feb 25 21:01:23
#FF @PeopleMetrics @responsetek @Choypw @gregbeavers @WriteTheCompany Great to follow for #custserv
jimsmiller
Feb 25 18:45:16
RT @choypw: Execution: Getting The Right Things Done Right. http://ow.ly/42TfG via @sreardon @AMAnet #Leadership
ecocustomers
Feb 25 16:38:43
If someone is engaged but doesn't contribute value, the fault may lie with the Co rather than the customer via @GrahamHill
Choypw
Feb 25 16:30:29
@GrahamHill Follow-up Q: What if someone is engaged but does not contribute in any fashion? Is it worth paying attention / how much?@Choypw
nedkumar
Feb 25 16:29:30
@GrahamHill Agree. With those who don't buy one also has to set up a longer 'window' for evaluation. @Choypw
nedkumar
Feb 25 16:27:25
@Choypw Hmmm. I would suggest that investing in understanding the methodologically flawed NPS construct falls firmly in the cost category.
GrahamHill
Feb 25 16:26:34
@GrahamHill Agreed... that's why I never understand NPS...
Choypw
Feb 25 16:24:35
@Choypw If you buy my stuff I can calculate your value easily. If you don't buy, but contribute ideas or WOM, the calculation is much harder
GrahamHill
Feb 25 16:24:34
@GrahamHill You're just being too humble! You inspired a lot of people... and I'm definitely one of them!
Choypw
Feb 25 16:23:19
@Choypw LOL Just because I ask the Twittersphere a question doesn't mean I don't know the answer :-)
GrahamHill
Feb 25 16:21:39
Primary goal in business is to build highly referable reputation. Rocket fuel for business growth via @saltpeppergroup @tedcoine #leadbiz
Choypw
Feb 25 16:20:28
@GrahamHill Absolutely! Positive and negative value!
Choypw
Feb 25 16:20:02
@Choypw It looks like @ replies are broken for a few days :-/
tdebaillon
Feb 25 16:19:58
@GrahamHill There you go Graham. Value of non-customers! :) cc @tdebaillon
Choypw
Feb 25 16:19:08
@tdebaillon Agreed! Strange... somehow your tweets just don't show up in my timeline...
Choypw
Feb 25 16:17:23
@Choypw #Value consists of two sides. The benefit side AND the cost side. If you ignore either you will quickly be out of business.
GrahamHill
Feb 25 16:15:38
@Choypw Positive word-of-mouth is only useful if products are helpful in customers job-to-be-done @GrahamHill @elliotross @wimrampen
tdebaillon
Feb 25 16:13:34
Non-customers can create value by spreading positive word-of-mouth. @GrahamHill @tdebaillon @elliotross @wimrampen @nedkumar 3/3
Choypw
Feb 25 16:11:33
The question is not what costs companies money, but what brings value to companies. @GrahamHill @tdebaillon @elliotross @wimrampen 2/n
Choypw
Feb 25 16:10:51
Everything costs companies money, including employees and customers. 1/n @GrahamHill @tdebaillon @elliotross @wimrampen
Choypw
Feb 25 15:08:05
Value from the Customer's Perspective http://goo.gl/fb/X0xiY via @YourCustomers #sales
Choypw
Feb 25 14:49:03
#Thanks for the RT!! RT @Choypw: The Key to Customer Loyalty: Delight http://bit.ly/gVrqM6 via @MatthewLiberty #custserv #business
MatthewLiberty
Feb 25 14:29:31
The Key to Customer Loyalty: Delight http://bit.ly/gVrqM6 via @MatthewLiberty #custserv #business
Choypw
Feb 25 14:18:55
To men, sex is must-have. To women, sex is nice-to-have. http://bit.ly/fLDGOj #cem
Choypw
Feb 25 14:17:31
Peer review is only useful if the user is dumb. #cem
Choypw
Feb 25 14:05:04
#FF @JoannaHiggins, @Choypw, @MichaelHinshaw Thanks for the mentions!
andy_mcf
Feb 25 13:48:22
Will customers take on that role? RT @Choypw: When 'bottom-up' becomes the new normal http://bit.ly/eOMPnr via @ariegoldshlager @GrahamHill
Reaburn
Feb 25 13:31:46
When 'bottom-up' becomes the new normal http://bit.ly/eOMPnr via @ariegoldshlager @GrahamHill #cem
Choypw
Feb 25 13:31:12
RT @tdebaillon RT @Choypw: Expectations or Emotions? http://t.co/Wbsw28W via @DeliverBliss #cem
SAlhir
Feb 25 13:28:28
RT @Choypw: Expectations or Emotions? http://bit.ly/euewHt via @DeliverBliss #cem
tdebaillon
Feb 25 13:24:03
Expectations or Emotions? http://t.co/NPcgYBs via @DeliverBliss #cem
Choypw
Feb 25 10:02:03
#FF Thanks for a great week: @DonPeppers @Choypw @communications9 @loisgeller @IC_Bali @mdreamland @johncmaxwell
kommboutique
Feb 25 06:10:25
Is want need? Is need want? http://bit.ly/fLDGOj #cem
Choypw
Feb 25 04:53:48
Use Lifetime Customer Value to grow your business with No Excuses Marketing | The Social Customer http://t.co/nuKIVyd
Choypw
Feb 25 03:17:35
Execution: Getting The Right Things Done Right. http://ow.ly/42TfG via @sreardon @AMAnet #Leadership
Choypw
Feb 25 03:14:30
"Understanding users" is about whole cust lifecycle. Focus groups don't work since they're pre-market insights via @tdebaillon #innochat
Choypw
Feb 24 17:06:42
@choypw Thanks for the RT! Hope you're having a great day!
responsetek
Feb 24 16:46:52
@choypw Appreciate the RT :)
nateriggs
Feb 24 16:36:22
Hello Customer - How Culture & Operating Policies Create Customer Experience http://bit.ly/fZDxIV via @nateriggs @Brainzooming #cem
Choypw
Feb 24 16:35:27
Stop blaming your culture. Start using it instead. http://mitsmr.com/fXUcr8 via @mitsmr
Choypw
Feb 24 15:38:19
Great paper on Rethinking Marketing: Peter Drucker’s Challenge http://is.gd/bfJJqh via @GrahamHill
Choypw
Feb 24 15:26:33
@Choypw Here it is again http://is.gd/bfJJqh DM me your email if it doesn't work and I will send it to you
GrahamHill
Feb 24 15:16:54
@GrahamHill The link for Peter Drucker’s Challenge isn't working...
Choypw
Feb 24 00:54:13
When customers get clever: http://bit.ly/h6KCpc via @responsetek @ariegoldshlager #cocreation
Choypw
Feb 23 17:54:08
@Choypw Thanks for the RT Daryl
jimsmiller
Feb 23 17:03:13
"Delivering value. Driving growth" Wiley http://bit.ly/h9KzQV #business
Choypw
Feb 23 16:59:58
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @assistly @ericjacques @choypw @gregbeavers @deliverbliss
LaurenceBody
Feb 23 15:27:40
#Coopetition is much more widespread than #collaboration http://bit.ly/h4sLP2 via @GrahamHill @prem_k
Choypw
Feb 23 15:20:11
Because everything is in the eye of the beholder, such as #value and #experience, always ask WIIFM! #cem
Choypw
Feb 23 09:19:09
Fulfill need. Invent want. Turn want into need. That's the basics of #cem.
Choypw
Feb 23 01:24:58
7 truths common to every #customerexperience. How can they help you? http://bit.ly/frbSmX via @LindaIreland #cem #cex
Choypw
Feb 23 01:14:56
What kind of #customerexperience would you want to provide to last customer on earth? http://bit.ly/d7aKeK via @andy_mcf @MichaelHinshaw
Choypw
Feb 23 01:09:07
Forget customer experience-It's all customer service to customers! http://amplify.com/u/brc9g via @jimsmiller @vovici @nporte #cem #voc
Choypw
Feb 22 17:45:12
RT @choypw: Even Tesco using co-creation/open innovation 2 improve the shopping exp http://is.gd/qQtLBn via @openinnov8tor @GrahamHill #cem
ecocustomers
Feb 22 16:04:40
experience is in the eye of the beholder. #cem
Choypw
Feb 22 13:43:35
thanks for the RTs @AveusLLC @czalambani @brandexpression @shannonholato @davidzinger @MKCallConsult @wendytarr @Choypw @kommboutique
DonPeppers
Feb 22 12:02:01
RT @Choypw: Disney's 3-step approach to creative and effective brainstorming http://tinyurl.com/4cpbp4j via @DonPeppers #in
MKCallConsult
Feb 22 10:35:13
Disney's 3-step approach to creative and effective brainstorming http://tinyurl.com/4cpbp4j via @DonPeppers
Choypw
Feb 22 10:33:48
5 employee engagement myths http://tinyurl.com/4f8due4 via @kommboutique @DonPeppers #employeeengagement
Choypw
Feb 22 10:04:05
thanks for the RTs and mentions @Aschettino @Choypw @buchanla @guy1067 @JSemmelhack @CustThermometer
DonPeppers
Feb 22 05:17:25
1-to-Everything: Innovation using the customer's eyes http://t.co/mlkX3IC via @DonPeppers
Choypw
Feb 22 00:14:42
@Choypw Thanks so much for the RT! Customer Satisfaction Through Customer Intimacy http://j.mp/hjWerv via @kristinaevey #custserv
KristinaEvey
RT@joepine On winning w/ social media RT @Choypw: Gartner on the future of collaborative commerce http://bit.ly/ihPV2d #PSheartbeat
BarbaravB
Feb 28 17:30:17
TYVM 4 RTs! @JedLangdon @StephanieThum @AHawkCollinger @ChoyPW @MKCallConsult @StandardOfTrust @ExpertInService @Aimee_Lucas @TalentCulture
WriteTheCompany
Feb 28 16:53:40
On winning w/ social media RT @Choypw: Gartner on the future of collaborative commerce http://bit.ly/ihPV2d via @GrahamHill
joepine
Feb 28 16:47:47
Gartner on the future of collaborative commerce http://bit.ly/ihPV2d via @GrahamHill
Choypw
Feb 28 15:42:59
@Choypw Thank you for the RT, Daryl! Hope you have a fantastic week.
jen_reyna
Feb 28 15:04:16
RT @Choypw You should be worried when customers stop giving feedback. Indifference has no place in loyalty equation via @jen_reyna #custserv
CustThermometer
Feb 28 15:02:25
...and an opportunity to lose them! RT @Choypw: EVERY customer touchpoint is an opportunity to win hearts, minds, dollars and advocacy! #cem
Jeroen_Bouserie
Feb 28 14:17:53
RT @Choypw: Use lifetime customer value to increase sales http://bit.ly/h7hRnf via @Assistly
sarah_gore
Feb 28 14:16:33
You should be worried when your customers stop giving feedback. Indifference has no place in the loyalty equation. via @jen_reyna #custserv
Choypw
Feb 28 14:15:28
EVERY customer touchpoint is an opportunity to win hearts, minds, dollars and advocacy! via @jaybaer @AmberCadabra @KnowledgeBishop #cem
Choypw
Feb 28 14:14:33
Use lifetime customer value to increase sales http://bit.ly/h7hRnf via @Assistly
Choypw
Feb 28 12:24:48
RT @tdebaillon: @Choypw Positive word-of-mouth is only useful if products are helpful in customers job-to-be-done
kyraocity
Feb 28 12:19:43
Two Musts for Customer Experience Excellence http://t.co/6ou9FcJ #cem
Choypw
Feb 28 01:13:12
The Secrets of Black and White by Becky Blanton http://clrlv.rs/f6Xr54 via @colourlovers
Choypw
Feb 28 01:12:36
It takes calculated risks to improve a product. via @DisneyInstitute #creativity
Choypw
Feb 27 18:29:31
@Choypw customertransparententerprise.com, amazon.com
DeGregor
Feb 27 05:33:27
@DeGregor Any links for reference re Customer-Transparent Enterprise?
Choypw
Feb 27 03:10:09
@Choypw @GrahamHill See The Customer-Transparent Enterprise for the Radical Transparency model
DeGregor
Feb 27 03:08:38
Everyone is talking about RADICAL innovation as though more is better http://is.gd/5dUBaE Just how radical do we need to be? via @GrahamHill
Choypw
Feb 27 03:05:22
What innovation teams can learn from behavioral economics http://is.gd/rwI9RU via @GrahamHill #innochat #servdes
Choypw
Feb 27 02:55:03
Making Better Business by Exceeding Customer Expectations http://goo.gl/fb/ZkTIH via @YourCustomers #custserv #cem
Choypw
Feb 26 20:12:52
Should you keep an eye on your ex-customers? http://bit.ly/flhEwD via @wimrampen #sCRM #crm
Choypw
Feb 26 16:59:04
*XPM Daily nouvelle édition http://bit.ly/hwJMnA ▸ Aujourd'hui à la UNE: @adobecem @mindsharevoice @choypw
LaurenceBody
Feb 26 06:31:59
Thx @SteveVargo @GrahamHill @prem_k @mikeboysen @nedkumar @mjayliebs @tdebaillon @elliotross @Choypw for an interesting convo
wimrampen
Feb 26 05:50:08
Thanks @Choypw @wwjimd @spirospiliadis @cjpberry @vijaysankaran @Design4people @LeilaOliva for RTs & mentions. Have a great weekend.
nedkumar
Feb 26 00:40:00
How respectful brands can honor a customer's time http://su.pr/1euBuY via @KnowledgeBishop #cctr #custserv #cem
Choypw
Feb 26 00:34:04
Customer Service Wisdom to Up Customer Loyalty! http://bit.ly/dPxtsE via @KateNasser @WriteTheCompany #CustServ
Choypw
Feb 25 21:01:23
#FF @PeopleMetrics @responsetek @Choypw @gregbeavers @WriteTheCompany Great to follow for #custserv
jimsmiller
Feb 25 18:45:16
RT @choypw: Execution: Getting The Right Things Done Right. http://ow.ly/42TfG via @sreardon @AMAnet #Leadership
ecocustomers
Feb 25 16:38:43
If someone is engaged but doesn't contribute value, the fault may lie with the Co rather than the customer via @GrahamHill
Choypw
Feb 25 16:30:29
@GrahamHill Follow-up Q: What if someone is engaged but does not contribute in any fashion? Is it worth paying attention / how much?@Choypw
nedkumar
Feb 25 16:29:30
@GrahamHill Agree. With those who don't buy one also has to set up a longer 'window' for evaluation. @Choypw
nedkumar
Feb 25 16:27:25
@Choypw Hmmm. I would suggest that investing in understanding the methodologically flawed NPS construct falls firmly in the cost category.
GrahamHill
Feb 25 16:26:34
@GrahamHill Agreed... that's why I never understand NPS...
Choypw
Feb 25 16:24:35
@Choypw If you buy my stuff I can calculate your value easily. If you don't buy, but contribute ideas or WOM, the calculation is much harder
GrahamHill
Feb 25 16:24:34
@GrahamHill You're just being too humble! You inspired a lot of people... and I'm definitely one of them!
Choypw
Feb 25 16:23:19
@Choypw LOL Just because I ask the Twittersphere a question doesn't mean I don't know the answer :-)
GrahamHill
Feb 25 16:21:39
Primary goal in business is to build highly referable reputation. Rocket fuel for business growth via @saltpeppergroup @tedcoine #leadbiz
Choypw
Feb 25 16:20:28
@GrahamHill Absolutely! Positive and negative value!
Choypw
Feb 25 16:20:02
@Choypw It looks like @ replies are broken for a few days :-/
tdebaillon
Feb 25 16:19:58
@GrahamHill There you go Graham. Value of non-customers! :) cc @tdebaillon
Choypw
Feb 25 16:19:08
@tdebaillon Agreed! Strange... somehow your tweets just don't show up in my timeline...
Choypw
Feb 25 16:17:23
@Choypw #Value consists of two sides. The benefit side AND the cost side. If you ignore either you will quickly be out of business.
GrahamHill
Feb 25 16:15:38
@Choypw Positive word-of-mouth is only useful if products are helpful in customers job-to-be-done @GrahamHill @elliotross @wimrampen
tdebaillon
Feb 25 16:13:34
Non-customers can create value by spreading positive word-of-mouth. @GrahamHill @tdebaillon @elliotross @wimrampen @nedkumar 3/3
Choypw
Feb 25 16:11:33
The question is not what costs companies money, but what brings value to companies. @GrahamHill @tdebaillon @elliotross @wimrampen 2/n
Choypw
Feb 25 16:10:51
Everything costs companies money, including employees and customers. 1/n @GrahamHill @tdebaillon @elliotross @wimrampen
Choypw
Feb 25 15:08:05
Value from the Customer's Perspective http://goo.gl/fb/X0xiY via @YourCustomers #sales
Choypw
Feb 25 14:49:03
#Thanks for the RT!! RT @Choypw: The Key to Customer Loyalty: Delight http://bit.ly/gVrqM6 via @MatthewLiberty #custserv #business
MatthewLiberty
Feb 25 14:29:31
The Key to Customer Loyalty: Delight http://bit.ly/gVrqM6 via @MatthewLiberty #custserv #business
Choypw
Feb 25 14:18:55
To men, sex is must-have. To women, sex is nice-to-have. http://bit.ly/fLDGOj #cem
Choypw
Feb 25 14:17:31
Peer review is only useful if the user is dumb. #cem
Choypw
Feb 25 14:05:04
#FF @JoannaHiggins, @Choypw, @MichaelHinshaw Thanks for the mentions!
andy_mcf
Feb 25 13:48:22
Will customers take on that role? RT @Choypw: When 'bottom-up' becomes the new normal http://bit.ly/eOMPnr via @ariegoldshlager @GrahamHill
Reaburn
Feb 25 13:31:46
When 'bottom-up' becomes the new normal http://bit.ly/eOMPnr via @ariegoldshlager @GrahamHill #cem
Choypw
Feb 25 13:31:12
RT @tdebaillon RT @Choypw: Expectations or Emotions? http://t.co/Wbsw28W via @DeliverBliss #cem
SAlhir
Feb 25 13:28:28
RT @Choypw: Expectations or Emotions? http://bit.ly/euewHt via @DeliverBliss #cem
tdebaillon
Feb 25 13:24:03
Expectations or Emotions? http://t.co/NPcgYBs via @DeliverBliss #cem
Choypw
Feb 25 10:02:03
#FF Thanks for a great week: @DonPeppers @Choypw @communications9 @loisgeller @IC_Bali @mdreamland @johncmaxwell
kommboutique
Feb 25 06:10:25
Is want need? Is need want? http://bit.ly/fLDGOj #cem
Choypw
Feb 25 04:53:48
Use Lifetime Customer Value to grow your business with No Excuses Marketing | The Social Customer http://t.co/nuKIVyd
Choypw
Feb 25 03:17:35
Execution: Getting The Right Things Done Right. http://ow.ly/42TfG via @sreardon @AMAnet #Leadership
Choypw
Feb 25 03:14:30
"Understanding users" is about whole cust lifecycle. Focus groups don't work since they're pre-market insights via @tdebaillon #innochat
Choypw
Feb 24 17:06:42
@choypw Thanks for the RT! Hope you're having a great day!
responsetek
Feb 24 16:46:52
@choypw Appreciate the RT :)
nateriggs
Feb 24 16:36:22
Hello Customer - How Culture & Operating Policies Create Customer Experience http://bit.ly/fZDxIV via @nateriggs @Brainzooming #cem
Choypw
Feb 24 16:35:27
Stop blaming your culture. Start using it instead. http://mitsmr.com/fXUcr8 via @mitsmr
Choypw
Feb 24 15:38:19
Great paper on Rethinking Marketing: Peter Drucker’s Challenge http://is.gd/bfJJqh via @GrahamHill
Choypw
Feb 24 15:26:33
@Choypw Here it is again http://is.gd/bfJJqh DM me your email if it doesn't work and I will send it to you
GrahamHill
Feb 24 15:16:54
@GrahamHill The link for Peter Drucker’s Challenge isn't working...
Choypw
Feb 24 00:54:13
When customers get clever: http://bit.ly/h6KCpc via @responsetek @ariegoldshlager #cocreation
Choypw
Feb 23 17:54:08
@Choypw Thanks for the RT Daryl
jimsmiller
Feb 23 17:03:13
"Delivering value. Driving growth" Wiley http://bit.ly/h9KzQV #business
Choypw
Feb 23 16:59:58
*XPM Daily nouvelle édition http://bit.ly/gMhvkC ▸ Aujourd'hui à la UNE: @assistly @ericjacques @choypw @gregbeavers @deliverbliss
LaurenceBody
Feb 23 15:27:40
#Coopetition is much more widespread than #collaboration http://bit.ly/h4sLP2 via @GrahamHill @prem_k
Choypw
Feb 23 15:20:11
Because everything is in the eye of the beholder, such as #value and #experience, always ask WIIFM! #cem
Choypw
Feb 23 09:19:09
Fulfill need. Invent want. Turn want into need. That's the basics of #cem.
Choypw
Feb 23 01:24:58
7 truths common to every #customerexperience. How can they help you? http://bit.ly/frbSmX via @LindaIreland #cem #cex
Choypw
Feb 23 01:14:56
What kind of #customerexperience would you want to provide to last customer on earth? http://bit.ly/d7aKeK via @andy_mcf @MichaelHinshaw
Choypw
Feb 23 01:09:07
Forget customer experience-It's all customer service to customers! http://amplify.com/u/brc9g via @jimsmiller @vovici @nporte #cem #voc
Choypw
Feb 22 17:45:12
RT @choypw: Even Tesco using co-creation/open innovation 2 improve the shopping exp http://is.gd/qQtLBn via @openinnov8tor @GrahamHill #cem
ecocustomers
Feb 22 16:04:40
experience is in the eye of the beholder. #cem
Choypw
Feb 22 13:43:35
thanks for the RTs @AveusLLC @czalambani @brandexpression @shannonholato @davidzinger @MKCallConsult @wendytarr @Choypw @kommboutique
DonPeppers
Feb 22 12:02:01
RT @Choypw: Disney's 3-step approach to creative and effective brainstorming http://tinyurl.com/4cpbp4j via @DonPeppers #in
MKCallConsult
Feb 22 10:35:13
Disney's 3-step approach to creative and effective brainstorming http://tinyurl.com/4cpbp4j via @DonPeppers
Choypw
Feb 22 10:33:48
5 employee engagement myths http://tinyurl.com/4f8due4 via @kommboutique @DonPeppers #employeeengagement
Choypw
Feb 22 10:04:05
thanks for the RTs and mentions @Aschettino @Choypw @buchanla @guy1067 @JSemmelhack @CustThermometer
DonPeppers
Feb 22 05:17:25
1-to-Everything: Innovation using the customer's eyes http://t.co/mlkX3IC via @DonPeppers
Choypw
Feb 22 00:14:42
@Choypw Thanks so much for the RT! Customer Satisfaction Through Customer Intimacy http://j.mp/hjWerv via @kristinaevey #custserv
KristinaEvey
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