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