Apr 18 16:52:55
What one thing can an organization do to improve the customer experience? Always ask WIIFM. #cxo
Choypw
Apr 18 16:51:54
Pos experience is also about touchline effectiveness, touchpoint design, outcome measure and value. 2/2 #cxo
Choypw
Apr 18 16:49:28
Positive experience is not just about meeting or exceeding expectation. 1/n #cxo
Choypw
Apr 18 16:47:22
@clearaction Agreed. The user just wants to get the job done. So what's expectation? Just to get the job done! :) #cxo
Choypw
Apr 18 16:46:55
@Choypw I think we expect that communication will get better and with technology more would be possible with mobile tech #cxo
stacymonarko
Apr 18 16:45:53
@Choypw not about the product, it's about capability-enabling. ppl didn't know about microwwave, but wanted fast cooking capability #cxo
clearaction
Apr 18 16:44:06
@clearaction @stacymonarko Ongoing experience is more important than past experience... Ongoing experience has to be better than past. #cxo
Choypw
Apr 18 16:43:50
@Choypw @stacymonarko This isn't chicken-&-egg syndrome; expectations exist before product exists. What the customer needs to get done. #cxo
clearaction
Apr 18 16:43:14
@Choypw @clearaction @stacymonarko Past behavior it the best predictor of future behavior. #cxo
tmustacchio
Apr 18 16:43:03
@clearaction @stacymonarko Each interaction must match customer expectation... matching expectation doesn't guarantee pos experience. #cxo
Choypw
Apr 18 16:42:26
@Choypw yes expectations are set by past experiences with any person or org - our environment & personal habit drive our expectations #cxo
stacymonarko
Apr 18 16:41:09
@clearaction @stacymonarko lol! So what's expectation? How is it formed? Based on past experience? #cxo
Choypw
Apr 18 16:40:22
@Vivisimo_Inc Unforgettable... unconsciously it's just there. Memorable... consciously it's there. #cxo
Choypw
Apr 18 16:37:30
@stacymonarko Unforgettable is preferred to memorable. #cxo
Choypw
Apr 18 16:33:17
expectation is just one of the many elements in shaping positive experience. #cxo
Choypw
Apr 18 16:32:46
@Natasha_D_G lol! Yep. Of course we do have expectation. I'm just suggesting that it's not everything. #cxo
Choypw
Apr 18 16:31:23
Yet the human in me still has them sigh RT @Choypw: The higher the expectation, the bigger the fall. #cxo
Natasha_D_G
Apr 18 16:30:47
The higher the expectation, the bigger the fall. #cxo
Choypw
Apr 18 16:30:29
@Choypw so if you buy online you don't expect to get the product - interesting discussion as I believe I have high expectations always #cxo
stacymonarko
Apr 18 16:29:33
@clearaction @natasha_d_g Honestly I don't have expectations because I don't want to be disappointed. #cxo
Choypw
Apr 18 16:28:28
@Choypw I believe regardless of the interaction there is always an expectation - if no expectation there would be no interaction #cxo
stacymonarko
Apr 18 16:27:47
No becaus we're human RT @Choypw: What exactly is expectation? Is there any possibility that customer doesn't set any expectation? #cxo
Natasha_D_G
Apr 18 16:27:40
@Choypw How about your personal buying? You have no expectations? Customers are people. So a rule of thumb is think how you do it #cxo
clearaction
Apr 18 16:27:09
What exactly is expectation? Is there any possibility that customer doesn't set any expectation? #cxo
Choypw
Apr 18 16:26:45
@Vivisimo_Inc @Choypw In addition to optimizing touchpoints, enable behind-the-scenes of each touchpoint throughout the company #cxo
clearaction
Apr 18 16:26:21
How does customer set expectation? And is there any proof that customer sets expectation all the time? #cxo
Choypw
Apr 18 16:24:44
@clearaction There is no B2B nor B2C but P2P. Even B2B has personal motive. #cxo
Choypw
Apr 18 16:24:10
@stacymonarko @Choypw Anticipating customer expectations post-purchase is as relevant as pre- and in-purchase #cxo
clearaction
Apr 18 16:23:59
Evry where we interact RT @Choypw: experience happens at touchpoint. So it's also important to understand what touchpoint is. #cxo
Vivisimo_Inc
Apr 18 16:23:36
experience happens at touchpoint. So it's also important to understand what touchpoint is. #cxo
Choypw
Apr 18 16:23:16
@Choypw not every customer, especially B2B cares about peer group -- their own expectations outweigh friend comments #cxo
clearaction
Apr 18 16:23:08
@Choypw Post purchase, it's the Customer-Transparent experience. http://goo.gl/OkEf0
DeGregor
Apr 18 16:21:35
@Choypw I think more and more orgs are striving for lifetime customers so post-purchase can be even more important at times #cxo
stacymonarko
Apr 18 16:21:14
If job outcome is uncertain, positive feedback from peer group would turn negative experience into positive. #cxo
Choypw
Apr 18 16:20:25
True but it shapes it yes? RT @Choypw: Impact of expectation fades during post purchase experience. . #cxo
Natasha_D_G
Apr 18 16:20:25
@Choypw That really depends if it is a one time sale or an ongoing partnership. continued positive experience is key in partnership #CXO
danielnewmanUV
Apr 18 16:19:40
Impact of expectation fades during post purchase experience. All that matters is recognition from peer group. #cxo
Choypw
Apr 18 16:18:15
@Choypw Expecations of customers is what it's all about! THEY decide whether it's good or bad - not the company #cxo
clearaction
Apr 18 16:17:58
@clearaction That's why co needs to create positive experience for employee. #cxo
Choypw
Apr 18 16:16:59
@Choypw see The Customer-Transparent Enterprise http://goo.gl/OkEf0
DeGregor
Apr 18 16:16:48
expectation plays minimal role in experience. #cxo
Choypw
Apr 18 16:16:36
@Choypw CX is about interactions with employees, but it's also about how successful the rest of the co allows that employee to be! #cxo
clearaction
Apr 18 16:15:36
RT @Choypw: During purchase, it's customer experience based on interaction with employee. #cxo
tmustacchio
Apr 18 16:15:29
Post purchase, it's experience with peer group. #cxo
Choypw
Apr 18 16:15:16
This is true before they pick up the phone or enter store RT @Choypw: Pre purchase, it's brand experience. #cxo
Vivisimo_Inc
Apr 18 16:15:03
During purchase, it's customer experience based on interaction with employee. #cxo
Choypw
Apr 18 16:14:42
Pre purchase, it's brand experience. #cxo
Choypw
Apr 18 16:12:31
@Choypw @clearaction Experience = conscious/subconscious eval of what the customer gets vs expectation #cxo
clearaction
Apr 18 16:11:03
@Choypw I agree, I think it also factors in multiple channels of communication that a customer has with an org #cxo
stacymonarko
Apr 18 16:10:08
experience is not simply about 5 senses, but an evaluation process. #cxo
Choypw
Apr 18 14:38:48
@choypw @grahamhill similar to supply-demand-price trade off. very interesting. thx for keeping up w/ the discussion. I've learned something
mich8elwu
Apr 18 14:36:48
@choypw 1 may be an idealism, or the price will be too high to be practical. just curious what's the optimal trade off @grahamhill
mich8elwu
Apr 18 14:34:56
@choypw @grahamhill It's probably not 1 as in Jerry Maguire, but the fact that most company can't serve exist cust well point toward smaller
mich8elwu
Apr 18 14:32:30
@choypw @grahamhill interesting. Now I'm curious what's optimal size of customer base 4 co? determinable? why so many co still want to grow?
mich8elwu
Apr 18 14:20:00
@mich8elwu @grahamhill That reminds me of Jerry Maguire. Serve one client with all your heart, and everyone wins at the end of the day!
Choypw
Apr 18 13:44:31
@grahamhill That seem to be the logical conclusion. But just wasn't sure how that sells to big co who focus on scale > quality cc @choypw
mich8elwu
Apr 18 13:33:19
@choypw @grahamhill understand & agree w/ all that & read SDL too. R u saying company shd hav fewer cust, serve them better 4 higher price?
mich8elwu
Apr 18 10:26:28
@GrahamHill @mich8elwu It's about choosing customers, jobs and touchpoints you want to serve really well. | So stay focused!
Choypw
Apr 18 09:26:19
@Choypw It is basic but it is something many Cos forget to do. They produce piggy-in-the-middle products that service everyone poorly.
GrahamHill
Apr 18 08:32:58
@mich8elwu Exactly!!! cc @GrahamHill
Choypw
Apr 18 06:40:27
@choypw @grahamhill there's trade off btwn amount u customize & # u can serve. more customize sol'n, better UX, but smaller market.
mich8elwu
Apr 18 06:37:06
@choypw @grahamhill understood. just curious about implication of massive customization. seems it will limit the potential market size.
mich8elwu
Apr 18 06:24:09
@GrahamHill You have to pick the customers you can serve. | That's really basic marketing: STP. cc @mich8elwu
Choypw
Apr 18 05:42:08
@choypw @grahamhill does this mean it'll b difficult 4 Co's 2 scale up due 2 req 4 massive customization. They obviously can't server every1
mich8elwu
Apr 18 05:06:18
@GrahamHill Yin Yang is just a binary system. I like its structure, and I also have difficulties understanding everything there. :)
Choypw
Apr 18 05:01:54
@Choypw Agreed. But Yin & Yang is way too high level to be useful for most people not schooled in Eastern philosophy
GrahamHill
Apr 18 04:28:42
@GrahamHill lol! But detail sometimes confuses people, so direction is still needed to make life easier. Let's say we need to balance both.
Choypw
Apr 18 04:24:24
@Choypw The devil is in the detail. ;-)
GrahamHill
Apr 18 04:19:28
@GrahamHill Agreed! But that's the root of everything. Still remember the Yin-Yang thing I mentiond earlier? That's a system! cc @mich8elwu
Choypw
Apr 18 04:17:30
@mich8elwu Couldn't agree more. When I'm in bad mood, pain is pleasure to me. Drug is another good example. cc @GrahamHill 1/n
Choypw
Apr 18 04:10:54
@Choypw Too high a level to be practically useful. Drill down to functional, emotional, relational and social jobs.
GrahamHill
Apr 18 03:23:43
@choypw not sure if that works, b/c every1 wants happiness, but every1 has diff def. ppl's def of pain & pleasure can diff 2 cc @grahamhill
mich8elwu
Apr 18 03:20:55
@mich8elwu @grahamhill 2 main jobs to be done: avoid plain + enhance pleasure.
Choypw
Apr 18 02:30:25
Drop the top-down “Chain of Command” model and pick up the all-encompassing “Chain of Excellence.” @DisneyInstitute #leadership
Choypw
Apr 17 17:20:00
Start a Customer Service War http://bit.ly/gxXrg7 via @retexperience #cem #custserv
Choypw
Apr 17 10:49:11
Price Is NEVER The Only Decision Criteria! http://feedly.com/k/ikzIQS via @wimrampen
Choypw
Apr 16 09:37:43
Dear CEO: Customer Experience Starts With You http://zite.to/fOmQ6v via @bsdalton #cem #cex #crm
Choypw
Apr 16 09:34:01
Are you being served? http://is.gd/1i7pMW via @wimrampen
Choypw
Apr 16 09:33:39
The art of meeting customer expectations http://j.mp/dGoYRm via @DeliverBliss #cem
Choypw
Apr 16 09:32:17
Succeeding through Service Innovation http://bit.ly/ifFZyb via @wimrampen
Choypw
Apr 16 00:21:47
What is customer experience? http://bit.ly/fx867m via @joepine #cem
Choypw
Apr 16 00:20:40
Nussbaum: 3 Reasons You Should Treat Creativity Like A Game http://t.co/WP92d3s via @alicarnold #innochat
Choypw
Apr 15 07:21:22
The Business of Average http://j.mp/dWTLlZ via @ajleon @DeliverBliss
Choypw
Apr 15 07:20:22
A brilliant brainstorming technique http://j.mp/eMQAgj via @EdwardBoches @DeliverBliss
Choypw
Apr 15 07:19:56
What Influences Behavior http://j.mp/fDIwNq via @DeliverBliss
Choypw
Apr 15 02:24:40
Customer Service Secrets from Disney via Sarah Barrett - http://ow.ly/4vHXj via @WriteTheCompany @ExpertInService #CustServ
Choypw
Apr 15 02:17:21
Customer Experience Mapping is a graphical representation of customer journey at every point. http://plixi.com/p/92429669 via @sarah_gore
Choypw
Apr 15 02:14:43
Selling the Customer Experience http://ow.ly/4Ao6e via @AMAnet #Marketing #Management | Any difference from FAB?
Choypw
Apr 15 02:11:51
Times don't always define us, but attitudes surely do. via @DisneyInstitute
Choypw
Apr 15 02:09:22
"The next wave of experience design" - another great post from John Hagel http://bit.ly/hGqUpV via @frogdesign #onthecusp #cem
Choypw
Apr 14 17:42:45
Planned Inconvenience http://t.co/rG0CXm7 via @KnowledgeBishop #cem #leadbiz #custserv
Choypw
Apr 14 17:28:14
Sparking #creativity in teams: An executive’s guide http://t.co/bGFpaul via @McKQuarterly @mitsmr
Choypw
Apr 14 17:14:57
Customers Need Less Choice not More http://ht.ly/4zRMS via @ThinkAboutCRM @ecocustomers #cem
Choypw
Apr 14 16:47:57
On the value of connection vs interaction http://ow.ly/4zW4f via @mich8elwu #cem #scrm #crm #gamification #cmo #socbiz #smm
Choypw
Apr 14 14:25:56
Segment Your Emails to Increase Effectiveness; 4 Potential Segments http://bit.ly/hJaeaT via @Assistly
Choypw
Apr 14 11:53:11
Understanding Our Customers’ Decision-making Processes http://goo.gl/fb/zbBiV via @YourCustomers #custserv
Choypw
Apr 14 10:16:34
"You don't earn loyalty in a day. You earn loyalty day-by-day." @GITOMER
Choypw
Apr 13 16:39:29
@mich8elwu Agreed. Still, it has to be relevant data otherwise more is less. There is already enough junk.
Choypw
Apr 13 16:29:15
@choypw I wouldn't say data means nothing at all to customer, some ppl do make use of their data, but maybe that's b/c I'm a mathematician
mich8elwu
Apr 13 16:17:34
@GrahamHill Control is an illusion, particularly when it comes to your own data. | Data means nothing to customers but value. cc @mich8elwu
Choypw
Apr 13 16:06:50
3 Ideas Around Customer Loyalty - what would you add? http://bit.ly/eoEIqx via @jeanniecw
Choypw
Apr 13 16:05:29
Research from Wharton: Starting mood is predictor of #custserv performance that day! http://bit.ly/fojJOh via @jimsmiller @KateNasser
Choypw
Apr 13 15:37:30
@grahamhill yes, that is why at the end I qualify it with "or a sense of control" meaning that control may not be real :-) cc @choypw
mich8elwu
Apr 13 15:02:10
@Choypw yup, If u can't give what's useful, valuable, & desirable to customers, at least give them control, or sense of ctrl cc @grahamhill
mich8elwu
Apr 13 14:51:30
Let the customer decide for themselves via @mich8elwu #cem
Choypw
Apr 13 13:48:22
From Values to Action http://ow.ly/1su9AN via @Cogiva #Leadership
Choypw
Apr 13 08:30:58
An article on Random Acts of Kindness. http://lnkd.in/tMGZi3. via @ShaunSmith_CEM
Choypw
Apr 13 08:12:32
Fact first, point-of-view second. #leadership
Choypw
Apr 12 16:39:18
How to Respond to a Rude E-mail. http://ow.ly/4ypsJ via @AMAnet @alevit @IntuitQuickBase #custserv
Choypw
Apr 12 14:26:32
1 in 4 customers does Post-Purchase Research – Who, What and Why? http://bit.ly/fGu6YQ via @Assistly
Choypw
Apr 12 14:08:03
Customers build relationships w/ people who help them. Helping a customer solve a problem leads to ongoing relationship. via @gregbeavers
Choypw
Apr 12 00:32:52
David Kelley on Designing Curious Employees: http://bit.ly/hmuuUe via @ariegoldshlager @curiositychat @joepine
Choypw
19 April 2011
13 April 2011
Tweets of 5-11 Apr 2011
Apr 11 19:42:06
Evolution of the Innovation Funnel http://feedly.com/k/hklJR7 via @wimrampen
Choypw
Apr 11 17:44:18
When experience becomes habit, pain and pleasure are irrelevant. #cem
Choypw
Apr 11 17:41:36
Making Routine Customer Experiences Fun http://sloanreview.mit.edu/files/saleable-pdfs/45117.pdf #cem
Choypw
Apr 11 17:34:22
Want to perfect your company's service? http://www.ifm.eng.cam.ac.uk/ssme/references/Chase_ref_cambridgessme07.pdf #custserv #cem
Choypw
Apr 11 17:33:17
Making #Change Happen: www.processgroup.com/making-change-happen.pdf
Choypw
Apr 11 17:06:05
Feedback is the most powerful, most under-used and most ill-used management tool http://bit.ly/cDt0iu via @BeyondMorale @tedcoine #leadbiz
Choypw
Apr 11 15:47:00
"We are all speaking the same language now. That is 0 & 1. Binary language eliminates boundaries" Designer Karim Rashid via @frogdesign
Choypw
Apr 11 14:17:20
Zappos' Tony Hsieh Delivers Happiness Through Service and Innovation (via @BrianSolis) http://bit.ly/ePGWJu via @Cogiva
Choypw
Apr 11 13:31:33
What is the difference between #cem and #custserv http://bit.ly/9ROWeM via @customerready @sarah_gore
Choypw
Apr 11 10:00:31
Why do weeks have to follow customer experience design peak-end rule? Mondays start bad and Fridays usually end great! via @ShaunSmith_CEM
Choypw
Apr 11 01:49:00
"Flipping Traditional #Marketing on its Head http://bit.ly/4EIbvX Lessons fr Pareto's via
@LindaIreland @9inchmarketing @joebobhester"
Choypw
Apr 11 01:43:09
The Purchase Funnel is Dead http://feedly.com/k/eaXjGL via @wimrampen #marketing
Choypw
Apr 10 13:21:18
Today's effort determines tomorrow's outcome via @KnowledgeBishop #motivation
Choypw
Apr 10 05:42:56
Strategy or execution? via @fernstrategy @rsukumar @nilofer http://bit.ly/fjGt9l #business
Choypw
Apr 10 05:41:04
How People Solve Problems - http://bit.ly/ej1EOq via @BMGI @ralph_ohr #creativity #innovation
Choypw
Apr 10 03:23:01
Customer experience is an integral part of customer service http://bit.ly/eANKuL via @cxpbootcamp @GoodService #cem
Choypw
Apr 09 08:44:33
Life is about value you get from using stuff via @per_kristensson @GrahamHill http://bit.ly/fCoUVJ #cem #ux #servicedesign
Choypw
Apr 09 06:30:44
The Language of Interaction http://t.co/qG2ABMn via @wimrampen #ux
Choypw
Apr 09 06:29:07
@KnowledgeBishop Appreciate the mentions! Have a great weekend!
Choypw
Apr 09 06:24:19
Hidden in plain sight http://feedly.com/k/homrna via @wimrampen #marketing
Choypw
Apr 09 06:21:21
Customers do not want a relationship w/ your business, they want the benefits a relationship can offer via @mjayliebs http://bit.ly/dSfj5r
Choypw
Apr 09 06:13:29
Relationships – The Lost Art of Leadership http://ow.ly/4vZLq via @AMAnet @gestiodelcanvi #Leadership
Choypw
Apr 08 14:07:36
Emotional surplus http://bit.ly/evSIMX via @tdebaillon #brands #CAS
Choypw
Apr 08 12:44:09
Q: How might we create positive experience? A: Whatever it takes! #cem #custserv
Choypw
Apr 08 06:13:26
The secret to improving #cxp is to have an attitude of "WHATEVER IT Takes!" via @KnowledgeBishop @mbcxp #custserv
Choypw
Apr 07 23:42:52
@LindaIreland @GetBillG Appreciate the mention! Stay positive! Stay downside up!!!
Choypw
Apr 07 23:40:33
5 Customer Values - Time - Money - Prestige - Reliability - Knowledge #BecomePreferred #Success #Vickers via @tedcoine @danielnewmanUV
Choypw
Apr 07 17:45:44
Top 10 Management Myths http://ow.ly/4visx via @AMAnet #Management
Choypw
Apr 07 11:56:36
Win-Win = what I want = what they want = what they need. #cem
Choypw
Apr 07 07:02:46
Achieving customer delight http://bit.ly/eL5SUD via @Customers_Shoes @andyhanselman @paintycait #custserv #cem
Choypw
Apr 07 01:58:11
Are you ready to take a deep dive into staging great customer experiences? http://bit.ly/lp4Ek via @joepine @GetBillG
Choypw
Apr 07 01:53:51
@RichardBranson on culture of #custserv: http://bit.ly/eLrhUm via @tedcoine #leadbiz
Choypw
Apr 07 01:50:08
Be Honest? Do you really love your customers? Or they are merely a way to meet your numbers? via @LiorStrativity #cem
Choypw
Apr 06 16:35:31
The Link Between Lead Nurturing and Buyer Experience Marketing http://goo.gl/fb/p82a1 via @YourCustomers #sales #cem
Choypw
Apr 06 10:51:40
@DeliverBliss Trying to prove expectation has limited role in experience design. :P
Choypw
Apr 06 10:49:27
Who's responsible for service design? http://j.mp/hywlxa via @sethgodin @DeliverBliss #custserv #cem
Choypw
Apr 06 00:46:33
Don’t forget to say thank you for your business http://j.mp/fdor3Q via @DeliverBliss #custserv #cem
Choypw
Apr 06 00:14:50
We try 2 make a customer experience better, but better in their terms. Simple+brilliant (from P&G). via @catyfromfocus #scon11
Choypw
Apr 06 00:12:47
Demanding customers - how do you manage their expectations? http://bit.ly/fIAyxA via @crmetrics #cctr #contactcenter #custserv #cem
Choypw
Apr 05 15:51:06
Treat colleagues politely. Remember that customers watch and listen to the interaction with your coworkers via @jimsmiller #custserv #cem
Choypw
Apr 05 13:07:37
Fundamental Techniques and Building Blocks to Create a Powerful and Profitable Brand http://bit.ly/gaFqqF via @Assistly
Choypw
Apr 05 13:01:56
Sustainability, Brand and Customer Experience Management http://goo.gl/fb/rmUEr via @YourCustomers #custserv #cem
Choypw
Apr 05 03:23:18
Experience Marketing, Take Two. http://bit.ly/hHFztK via @Reaburn cc @joepine #CEM #serviceencounters
Choypw
Apr 05 03:18:25
Satisfaction is more closely tied to expectations of service than actual quality of service. http://ow.ly/4sYlk via @MichaelHinshaw #cem
Choypw
Evolution of the Innovation Funnel http://feedly.com/k/hklJR7 via @wimrampen
Choypw
Apr 11 17:44:18
When experience becomes habit, pain and pleasure are irrelevant. #cem
Choypw
Apr 11 17:41:36
Making Routine Customer Experiences Fun http://sloanreview.mit.edu/files/saleable-pdfs/45117.pdf #cem
Choypw
Apr 11 17:34:22
Want to perfect your company's service? http://www.ifm.eng.cam.ac.uk/ssme/references/Chase_ref_cambridgessme07.pdf #custserv #cem
Choypw
Apr 11 17:33:17
Making #Change Happen: www.processgroup.com/making-change-happen.pdf
Choypw
Apr 11 17:06:05
Feedback is the most powerful, most under-used and most ill-used management tool http://bit.ly/cDt0iu via @BeyondMorale @tedcoine #leadbiz
Choypw
Apr 11 15:47:00
"We are all speaking the same language now. That is 0 & 1. Binary language eliminates boundaries" Designer Karim Rashid via @frogdesign
Choypw
Apr 11 14:17:20
Zappos' Tony Hsieh Delivers Happiness Through Service and Innovation (via @BrianSolis) http://bit.ly/ePGWJu via @Cogiva
Choypw
Apr 11 13:31:33
What is the difference between #cem and #custserv http://bit.ly/9ROWeM via @customerready @sarah_gore
Choypw
Apr 11 10:00:31
Why do weeks have to follow customer experience design peak-end rule? Mondays start bad and Fridays usually end great! via @ShaunSmith_CEM
Choypw
Apr 11 01:49:00
"Flipping Traditional #Marketing on its Head http://bit.ly/4EIbvX Lessons fr Pareto's via
@LindaIreland @9inchmarketing @joebobhester"
Choypw
Apr 11 01:43:09
The Purchase Funnel is Dead http://feedly.com/k/eaXjGL via @wimrampen #marketing
Choypw
Apr 10 13:21:18
Today's effort determines tomorrow's outcome via @KnowledgeBishop #motivation
Choypw
Apr 10 05:42:56
Strategy or execution? via @fernstrategy @rsukumar @nilofer http://bit.ly/fjGt9l #business
Choypw
Apr 10 05:41:04
How People Solve Problems - http://bit.ly/ej1EOq via @BMGI @ralph_ohr #creativity #innovation
Choypw
Apr 10 03:23:01
Customer experience is an integral part of customer service http://bit.ly/eANKuL via @cxpbootcamp @GoodService #cem
Choypw
Apr 09 08:44:33
Life is about value you get from using stuff via @per_kristensson @GrahamHill http://bit.ly/fCoUVJ #cem #ux #servicedesign
Choypw
Apr 09 06:30:44
The Language of Interaction http://t.co/qG2ABMn via @wimrampen #ux
Choypw
Apr 09 06:29:07
@KnowledgeBishop Appreciate the mentions! Have a great weekend!
Choypw
Apr 09 06:24:19
Hidden in plain sight http://feedly.com/k/homrna via @wimrampen #marketing
Choypw
Apr 09 06:21:21
Customers do not want a relationship w/ your business, they want the benefits a relationship can offer via @mjayliebs http://bit.ly/dSfj5r
Choypw
Apr 09 06:13:29
Relationships – The Lost Art of Leadership http://ow.ly/4vZLq via @AMAnet @gestiodelcanvi #Leadership
Choypw
Apr 08 14:07:36
Emotional surplus http://bit.ly/evSIMX via @tdebaillon #brands #CAS
Choypw
Apr 08 12:44:09
Q: How might we create positive experience? A: Whatever it takes! #cem #custserv
Choypw
Apr 08 06:13:26
The secret to improving #cxp is to have an attitude of "WHATEVER IT Takes!" via @KnowledgeBishop @mbcxp #custserv
Choypw
Apr 07 23:42:52
@LindaIreland @GetBillG Appreciate the mention! Stay positive! Stay downside up!!!
Choypw
Apr 07 23:40:33
5 Customer Values - Time - Money - Prestige - Reliability - Knowledge #BecomePreferred #Success #Vickers via @tedcoine @danielnewmanUV
Choypw
Apr 07 17:45:44
Top 10 Management Myths http://ow.ly/4visx via @AMAnet #Management
Choypw
Apr 07 11:56:36
Win-Win = what I want = what they want = what they need. #cem
Choypw
Apr 07 07:02:46
Achieving customer delight http://bit.ly/eL5SUD via @Customers_Shoes @andyhanselman @paintycait #custserv #cem
Choypw
Apr 07 01:58:11
Are you ready to take a deep dive into staging great customer experiences? http://bit.ly/lp4Ek via @joepine @GetBillG
Choypw
Apr 07 01:53:51
@RichardBranson on culture of #custserv: http://bit.ly/eLrhUm via @tedcoine #leadbiz
Choypw
Apr 07 01:50:08
Be Honest? Do you really love your customers? Or they are merely a way to meet your numbers? via @LiorStrativity #cem
Choypw
Apr 06 16:35:31
The Link Between Lead Nurturing and Buyer Experience Marketing http://goo.gl/fb/p82a1 via @YourCustomers #sales #cem
Choypw
Apr 06 10:51:40
@DeliverBliss Trying to prove expectation has limited role in experience design. :P
Choypw
Apr 06 10:49:27
Who's responsible for service design? http://j.mp/hywlxa via @sethgodin @DeliverBliss #custserv #cem
Choypw
Apr 06 00:46:33
Don’t forget to say thank you for your business http://j.mp/fdor3Q via @DeliverBliss #custserv #cem
Choypw
Apr 06 00:14:50
We try 2 make a customer experience better, but better in their terms. Simple+brilliant (from P&G). via @catyfromfocus #scon11
Choypw
Apr 06 00:12:47
Demanding customers - how do you manage their expectations? http://bit.ly/fIAyxA via @crmetrics #cctr #contactcenter #custserv #cem
Choypw
Apr 05 15:51:06
Treat colleagues politely. Remember that customers watch and listen to the interaction with your coworkers via @jimsmiller #custserv #cem
Choypw
Apr 05 13:07:37
Fundamental Techniques and Building Blocks to Create a Powerful and Profitable Brand http://bit.ly/gaFqqF via @Assistly
Choypw
Apr 05 13:01:56
Sustainability, Brand and Customer Experience Management http://goo.gl/fb/rmUEr via @YourCustomers #custserv #cem
Choypw
Apr 05 03:23:18
Experience Marketing, Take Two. http://bit.ly/hHFztK via @Reaburn cc @joepine #CEM #serviceencounters
Choypw
Apr 05 03:18:25
Satisfaction is more closely tied to expectations of service than actual quality of service. http://ow.ly/4sYlk via @MichaelHinshaw #cem
Choypw
10 April 2011
Tweets of 29 Mar-4 Apr 2011
Apr 04 19:17:02
How many customers are silently yelling at us, “Just listen!” http://bit.ly/ibeCm1 via @jimsmiller @tmustacchio @Vivisimo_Inc #custserv #cem
Choypw
Apr 04 16:21:45 12
Quick Tips To #Search Google Like An Expert - http://ow.ly/4sbXS via @DonPeppers @2cre8
Choypw
Apr 04 13:14:42
A complaining customer is a loyal #customer: http://bit.ly/eNrIBP via @RedLorryComms @custexpmagazine @greg_levin #custserv #cctr #cem
Choypw
Apr 04 12:13:25
Touchpoints a key to understanding how to shape your brand: http://bit.ly/gH8yGD #cem
Choypw
Apr 04 10:52:41
March’s Top Ten #Innovation and Marketing Articles http://feedly.com/k/hJmNxk via @wimrampen
Choypw
Apr 04 10:52:05
The importance of asking the right questions http://j.mp/hrFKaU via @EdwardBoches @DeliverBliss
Choypw
Apr 04 06:37:56
"You’re using an older version of Twitter that won’t be around for much longer..." What's the definition of "longer?"
Choypw
Apr 03 19:19:53
The Value of a Free Customer (in a networked setting) - http://icio.us/FRuOs6 via @wimrampen
Choypw
Apr 03 17:26:29 7
Ways to Write a Better 'About Us' Page. (BNET) http://ow.ly/4rkwK via @AMAnet #Marketing #PR
Choypw
Apr 03 17:01:56
The Consumer Decision Journey http://icio.us/ynqenh via @wimrampen #cem
Choypw
Apr 03 16:58:51
The Psychology of Making Choices - 5 perspectives http://t.co/LC7JyZ2 via @wimrampen
Choypw
Apr 03 16:56:24
Insightful website with great innovation content courtesy of @Paul4innovating http://is.gd/I8Rnuw via @GrahamHill #innochat
Choypw
Apr 03 16:50:50
Why We Buy: How to Avoid 10 Costly Cognitive Biases http://t.co/xLU9b8c via @ariegoldshlager @wimrampen
Choypw
Apr 03 12:33:45
Customer’s Role in Breakthrough Innovation? http://feedly.com/k/hZ2nW0 via @wimrampen
Choypw
Apr 03 11:18:00
"The 50 New Rules of Work": http://bit.ly/50-new-rules-of-work via @tedcoine @_robin_sharma #leadbiz
Choypw
Apr 02 16:32:56
Is Delighting The Customer Profitable? http://bit.ly/hlJCXu via @forbes @stevedenning @ralph_ohr #innovation
Choypw
Apr 02 10:01:40
@GrahamHill And I'm finalizing one pos experience process. Will share with you when done. 2/2
Choypw
Apr 02 10:00:46
@GrahamHill I think the one you sent earlier is good. Just checking for more. :) ½
Choypw
Apr 02 09:43:58
@Choypw Am creating one at the moment. In MVP phase. Watch this space.
GrahamHill
Apr 02 09:25:06
Is there any good step-by-step process on value co-creation? cc @GrahamHill #vcc
Choypw
Apr 02 03:17:34
Stop making assumption on commom sense. Pos experience is never about the obvious. #cem #ux
Choypw
Apr 02 03:14:46
Design Fundamentals - http://tinyurl.com/3uumwdq via @nedkumar @ralph_ohr #in #designthinking #innovation
Choypw
Apr 02 03:12:54
7 Finishing Touches for Your Customer Service Strategy http://bit.ly/gZGF5a via @Assistly #custserv
Choypw
Apr 02 03:11:18
Baby steps. As long as each one is solid - you can walk a mile... http://ow.ly/4rpGl via @MichaelHinshaw #cem
Choypw
Apr 02 03:07:29
Balance is crucial: We need BOTH Innovation AND Best Practices http://t.co/jC7uSdP via @KnowledgeBishop @KateNasser #leadbiz
Choypw
Apr 02 02:38:32
PepsiCo's Salman Amin: The 6 Principles of Success http://ow.ly/4reQm via @AMAnet #Leadership #Career
Choypw
Apr 02 02:31:10
"Closed loop feedback and your customer: What, why and how?" http://ow.ly/4rpKf via @MichaelHinshaw #cem
Choypw
Apr 01 09:37:44
@Choypw The half you refer to obviously don't get it.
adrianswinscoe
Apr 01 08:17:49
As a project evolves, never lose sight of why you started it. via @DisneyInstitute
Choypw
Apr 01 07:53:50
6 paradigm shifts discussed: Insights into business model dynamics in media industry http://bit.ly/fbvWpR via @wimrampen
Choypw
Apr 01 03:37:49
@Choypw Yes - huge opportunity indeed! Opening door, now to help folks see the way to step through...!
LindaIreland
Apr 01 02:10:21
40 Reasons Why A Salesperson Like You Isn’t Getting Called Back - http://bit.ly/fQQZnE via @toddschnick #sales
Choypw
Apr 01 01:57:22
Met a dozen leaders in the last day. About half think stronger #cem is a tradeoff to profits. Sad. via @LindaIreland | Huge opportunity!
Choypw
Mar 31 17:52:20
My 400th follower: @gregbeavers. A #custserv advocate. #ff
Choypw
Mar 31 17:51:12
@gregbeavers lol! Welcome!
Choypw
Mar 31 17:49:30
These behavioral science findings could be impactful in how you define your #cem: http://bit.ly/hxpNPv via @LindaIreland #strategy
Choypw
Mar 31 17:19:32
@Choypw #400 ;-)
gregbeavers
Mar 31 17:00:46
Who's going to be my 400th follower...? #ff
Choypw
Mar 31 16:58:35
Consumer Pathway http://www.zenith-optimedia.com.ua/expertise/pathway.html via @ZenithOptimedia #cem
Choypw
Mar 31 16:35:35
@Choypw well replied. You take the point.
paulwiggins
Mar 31 16:33:56
@paulwiggins And people don't know what they want most of the time. iPhone is the best example.
Choypw
Mar 31 16:26:33
@Choypw customers and clients are probably people too.
paulwiggins
Mar 31 16:13:03
Do we need to understand customer requirements? Or should we invent customer requirements? #innochat
Choypw
Mar 31 15:18:02
The Surprising Psychology of Customer Loyalty http://bit.ly/i7QvwR via @GuyWinch @jimsmiller #CustServ #CRM #CEM #Leadchange #usguys
Choypw
Mar 31 14:25:17
What's next in experience design. http://tinyurl.com/4eumtwp via @jhagel @LindaIreland #cem #strategy
Choypw
Mar 31 05:59:23
If #leaders cannot answer, "what is our top priority?" How can you expect staff to step up or engage? via @KetelboeterPR #leadchange
Choypw
Mar 31 04:49:17
[The Experience Economy] Are You Experienced? http://bit.ly/h7bgnL via @ariegoldshlager @Reaburn cc @joepine #cem
Choypw
Mar 31 04:00:44
From Employee to Brand Champion: http://bit.ly/hDYfPn via @SybilQSM @Reaburn #employee #engagement
Choypw
Mar 31 03:26:30
@SDNetwork It's ok. Birgit is currently handling it. TY. :)
Choypw
Mar 31 03:02:20
Interviewed by a Harvard grad student on future of #leadership. Interesting initial findings: http://bit.ly/gcrbjL via @TheForumCorp
Choypw
Mar 31 00:42:47
8 #cem quotes that spell out success for you: http://bit.ly/gz17pF via @conversationage @Engagingbrand @LindaIreland
Choypw
Mar 30 17:22:55
8 Customer Service Issues That Impede Loyalty [Infographic] - http://bit.ly/fb9V7h via @Assistly #custserv
Choypw
Mar 30 09:24:43
@Choypw we are very sorry for that Daryl. Please contact us at: support@service-design-network.org, and we will immediately send them to you
SDNetwork
Mar 30 09:16:30
Meeting expectation is only the prerequisite for positive experience. #cem
Choypw
Mar 30 08:40:26
Creative Marketing Secrets for #SMEs and #startups http://fb.me/KKd0iMn0 via @thinktank_
Choypw
Mar 30 07:27:21
Social CRM: What's Right, What's Wrong, What's Next? Inside Scoop with @grahamhill http://bit.ly/gBukkK #CRM #CEM
Choypw
Mar 30 06:51:52
Interactive entrepreneurial map. http://goo.gl/FmW7p via @blogbrevity @nedkumar #innovation #business
Choypw
Mar 30 03:49:09
Time is the system that must prevent everything happening at once. via @dewiarumnawang @Brainzooming
Choypw
Mar 30 03:07:21
I ordered #touchpoint magazines 3 months ago, and they haven't arrived yet. What should I do now? @SDNetwork cc @GrahamHill #fail
Choypw
Mar 30 02:28:43
@sumnermusolf Agreed. So both pre and post are critical touchpoints. #custserv
Choypw
Mar 30 02:27:27
@moconference If you can't tell whether your user is happy or not, you're in big trouble anyway. #custserv
Choypw
Mar 30 01:48:38
Hve intimate relationship with cust. - prov. info access and insight at every touch point - @moconference: @ambercleveland @Choypw #custserv
Vivisimo_Inc
Mar 30 01:48:01
& then post-sell what fits cust needs RT @choypw:..Get right things done right: delight user with positive experience.... #custserv #cem
DonKincaid
Mar 30 01:46:07
@ambercleveland @Choypw: delight user with pos. experience at every touchpoint #custserv // how do u know u did or didn't in large orgs?
moconference
Mar 30 01:45:02
ya mean something novel #DoTheRightThing <<-- @ambercleveland @Choypw #custserv
LewisPoretz
Mar 30 01:44:07
@Choypw - agree with everything in there. But the event of a sale - in some way/shape/form - naturally sets a pre-/post-event. #custserv
sumnermusolf
Mar 30 01:42:07
Forget pre and post. Get right things done right: delight user with positive experience at every critical touchpoint. #custserv #cem
Choypw
Mar 30 01:40:39
Pre-sale is once. For most co's, post-sale repeats the revenue again and again for life. via @tedcoine #custserv
Choypw
Mar 30 01:39:03
Even in recurring revenue business, you must continue to earn bus..w/ each interaction. It's never for life.via @DonKincaid #custserv
Choypw
Mar 29 20:17:26
When filling customer experience gaps @MaldyJ advises: Don’t Just Mind the Gap; Bridge It! - http://bit.ly/hNpnmd - #cem
WriteTheCompany
Mar 29 20:10:00
This Is What Advocacy Looks Like (Part 1 of 2) | The Customer Collective http://bit.ly/f3uQon #custserv
Assistly
Mar 29 17:00:39
RT @erinclaire: Infinity of human emotion boiled down to 6 feelings: joy, sadness, anger, fear, surprise & dis… (cont) http://deck.ly/~V5yyo
LindaIreland
Mar 29 16:33:34
Why Understanding Your Customers is the First Step to Delivering a Better Customer Experience http://t.co/HwOYMX2 via @MichaelHinshaw #cem
Choypw
Mar 29 16:29:47
Anticipating the Next Wave of Experience Design http://j.mp/ffmRzK by @jhagel via @joepine #cem
Choypw
Mar 29 13:30:34
It's ok to not meet expectation sometimes. What matters is how unmet expectation is being handled. #cem #custserv
Choypw
Mar 29 11:20:36
The Proposition of Automation: http://bit.ly/hp1ZIp via @tdebaillon @armano
Choypw
Mar 29 11:19:14
@tdebaillon lol! I couldn't help laughing! True!!!
Choypw
Mar 29 08:52:50
@Choypw Isn't that what some do? :)
tdebaillon
Mar 29 08:40:59
Is faster really always better? If that's true, everyone should rush to hell as long as the person has lived. :) cc @tdebaillon
Choypw
Mar 29 02:12:21
@writethecompany @choypw @yourcustomers Timely topic 4 me! Planning cust advisory board mtg 2 compare our value props w/their experiences!
maldyj
How many customers are silently yelling at us, “Just listen!” http://bit.ly/ibeCm1 via @jimsmiller @tmustacchio @Vivisimo_Inc #custserv #cem
Choypw
Apr 04 16:21:45 12
Quick Tips To #Search Google Like An Expert - http://ow.ly/4sbXS via @DonPeppers @2cre8
Choypw
Apr 04 13:14:42
A complaining customer is a loyal #customer: http://bit.ly/eNrIBP via @RedLorryComms @custexpmagazine @greg_levin #custserv #cctr #cem
Choypw
Apr 04 12:13:25
Touchpoints a key to understanding how to shape your brand: http://bit.ly/gH8yGD #cem
Choypw
Apr 04 10:52:41
March’s Top Ten #Innovation and Marketing Articles http://feedly.com/k/hJmNxk via @wimrampen
Choypw
Apr 04 10:52:05
The importance of asking the right questions http://j.mp/hrFKaU via @EdwardBoches @DeliverBliss
Choypw
Apr 04 06:37:56
"You’re using an older version of Twitter that won’t be around for much longer..." What's the definition of "longer?"
Choypw
Apr 03 19:19:53
The Value of a Free Customer (in a networked setting) - http://icio.us/FRuOs6 via @wimrampen
Choypw
Apr 03 17:26:29 7
Ways to Write a Better 'About Us' Page. (BNET) http://ow.ly/4rkwK via @AMAnet #Marketing #PR
Choypw
Apr 03 17:01:56
The Consumer Decision Journey http://icio.us/ynqenh via @wimrampen #cem
Choypw
Apr 03 16:58:51
The Psychology of Making Choices - 5 perspectives http://t.co/LC7JyZ2 via @wimrampen
Choypw
Apr 03 16:56:24
Insightful website with great innovation content courtesy of @Paul4innovating http://is.gd/I8Rnuw via @GrahamHill #innochat
Choypw
Apr 03 16:50:50
Why We Buy: How to Avoid 10 Costly Cognitive Biases http://t.co/xLU9b8c via @ariegoldshlager @wimrampen
Choypw
Apr 03 12:33:45
Customer’s Role in Breakthrough Innovation? http://feedly.com/k/hZ2nW0 via @wimrampen
Choypw
Apr 03 11:18:00
"The 50 New Rules of Work": http://bit.ly/50-new-rules-of-work via @tedcoine @_robin_sharma #leadbiz
Choypw
Apr 02 16:32:56
Is Delighting The Customer Profitable? http://bit.ly/hlJCXu via @forbes @stevedenning @ralph_ohr #innovation
Choypw
Apr 02 10:01:40
@GrahamHill And I'm finalizing one pos experience process. Will share with you when done. 2/2
Choypw
Apr 02 10:00:46
@GrahamHill I think the one you sent earlier is good. Just checking for more. :) ½
Choypw
Apr 02 09:43:58
@Choypw Am creating one at the moment. In MVP phase. Watch this space.
GrahamHill
Apr 02 09:25:06
Is there any good step-by-step process on value co-creation? cc @GrahamHill #vcc
Choypw
Apr 02 03:17:34
Stop making assumption on commom sense. Pos experience is never about the obvious. #cem #ux
Choypw
Apr 02 03:14:46
Design Fundamentals - http://tinyurl.com/3uumwdq via @nedkumar @ralph_ohr #in #designthinking #innovation
Choypw
Apr 02 03:12:54
7 Finishing Touches for Your Customer Service Strategy http://bit.ly/gZGF5a via @Assistly #custserv
Choypw
Apr 02 03:11:18
Baby steps. As long as each one is solid - you can walk a mile... http://ow.ly/4rpGl via @MichaelHinshaw #cem
Choypw
Apr 02 03:07:29
Balance is crucial: We need BOTH Innovation AND Best Practices http://t.co/jC7uSdP via @KnowledgeBishop @KateNasser #leadbiz
Choypw
Apr 02 02:38:32
PepsiCo's Salman Amin: The 6 Principles of Success http://ow.ly/4reQm via @AMAnet #Leadership #Career
Choypw
Apr 02 02:31:10
"Closed loop feedback and your customer: What, why and how?" http://ow.ly/4rpKf via @MichaelHinshaw #cem
Choypw
Apr 01 09:37:44
@Choypw The half you refer to obviously don't get it.
adrianswinscoe
Apr 01 08:17:49
As a project evolves, never lose sight of why you started it. via @DisneyInstitute
Choypw
Apr 01 07:53:50
6 paradigm shifts discussed: Insights into business model dynamics in media industry http://bit.ly/fbvWpR via @wimrampen
Choypw
Apr 01 03:37:49
@Choypw Yes - huge opportunity indeed! Opening door, now to help folks see the way to step through...!
LindaIreland
Apr 01 02:10:21
40 Reasons Why A Salesperson Like You Isn’t Getting Called Back - http://bit.ly/fQQZnE via @toddschnick #sales
Choypw
Apr 01 01:57:22
Met a dozen leaders in the last day. About half think stronger #cem is a tradeoff to profits. Sad. via @LindaIreland | Huge opportunity!
Choypw
Mar 31 17:52:20
My 400th follower: @gregbeavers. A #custserv advocate. #ff
Choypw
Mar 31 17:51:12
@gregbeavers lol! Welcome!
Choypw
Mar 31 17:49:30
These behavioral science findings could be impactful in how you define your #cem: http://bit.ly/hxpNPv via @LindaIreland #strategy
Choypw
Mar 31 17:19:32
@Choypw #400 ;-)
gregbeavers
Mar 31 17:00:46
Who's going to be my 400th follower...? #ff
Choypw
Mar 31 16:58:35
Consumer Pathway http://www.zenith-optimedia.com.ua/expertise/pathway.html via @ZenithOptimedia #cem
Choypw
Mar 31 16:35:35
@Choypw well replied. You take the point.
paulwiggins
Mar 31 16:33:56
@paulwiggins And people don't know what they want most of the time. iPhone is the best example.
Choypw
Mar 31 16:26:33
@Choypw customers and clients are probably people too.
paulwiggins
Mar 31 16:13:03
Do we need to understand customer requirements? Or should we invent customer requirements? #innochat
Choypw
Mar 31 15:18:02
The Surprising Psychology of Customer Loyalty http://bit.ly/i7QvwR via @GuyWinch @jimsmiller #CustServ #CRM #CEM #Leadchange #usguys
Choypw
Mar 31 14:25:17
What's next in experience design. http://tinyurl.com/4eumtwp via @jhagel @LindaIreland #cem #strategy
Choypw
Mar 31 05:59:23
If #leaders cannot answer, "what is our top priority?" How can you expect staff to step up or engage? via @KetelboeterPR #leadchange
Choypw
Mar 31 04:49:17
[The Experience Economy] Are You Experienced? http://bit.ly/h7bgnL via @ariegoldshlager @Reaburn cc @joepine #cem
Choypw
Mar 31 04:00:44
From Employee to Brand Champion: http://bit.ly/hDYfPn via @SybilQSM @Reaburn #employee #engagement
Choypw
Mar 31 03:26:30
@SDNetwork It's ok. Birgit is currently handling it. TY. :)
Choypw
Mar 31 03:02:20
Interviewed by a Harvard grad student on future of #leadership. Interesting initial findings: http://bit.ly/gcrbjL via @TheForumCorp
Choypw
Mar 31 00:42:47
8 #cem quotes that spell out success for you: http://bit.ly/gz17pF via @conversationage @Engagingbrand @LindaIreland
Choypw
Mar 30 17:22:55
8 Customer Service Issues That Impede Loyalty [Infographic] - http://bit.ly/fb9V7h via @Assistly #custserv
Choypw
Mar 30 09:24:43
@Choypw we are very sorry for that Daryl. Please contact us at: support@service-design-network.org, and we will immediately send them to you
SDNetwork
Mar 30 09:16:30
Meeting expectation is only the prerequisite for positive experience. #cem
Choypw
Mar 30 08:40:26
Creative Marketing Secrets for #SMEs and #startups http://fb.me/KKd0iMn0 via @thinktank_
Choypw
Mar 30 07:27:21
Social CRM: What's Right, What's Wrong, What's Next? Inside Scoop with @grahamhill http://bit.ly/gBukkK #CRM #CEM
Choypw
Mar 30 06:51:52
Interactive entrepreneurial map. http://goo.gl/FmW7p via @blogbrevity @nedkumar #innovation #business
Choypw
Mar 30 03:49:09
Time is the system that must prevent everything happening at once. via @dewiarumnawang @Brainzooming
Choypw
Mar 30 03:07:21
I ordered #touchpoint magazines 3 months ago, and they haven't arrived yet. What should I do now? @SDNetwork cc @GrahamHill #fail
Choypw
Mar 30 02:28:43
@sumnermusolf Agreed. So both pre and post are critical touchpoints. #custserv
Choypw
Mar 30 02:27:27
@moconference If you can't tell whether your user is happy or not, you're in big trouble anyway. #custserv
Choypw
Mar 30 01:48:38
Hve intimate relationship with cust. - prov. info access and insight at every touch point - @moconference: @ambercleveland @Choypw #custserv
Vivisimo_Inc
Mar 30 01:48:01
& then post-sell what fits cust needs RT @choypw:..Get right things done right: delight user with positive experience.... #custserv #cem
DonKincaid
Mar 30 01:46:07
@ambercleveland @Choypw: delight user with pos. experience at every touchpoint #custserv // how do u know u did or didn't in large orgs?
moconference
Mar 30 01:45:02
ya mean something novel #DoTheRightThing <<-- @ambercleveland @Choypw #custserv
LewisPoretz
Mar 30 01:44:07
@Choypw - agree with everything in there. But the event of a sale - in some way/shape/form - naturally sets a pre-/post-event. #custserv
sumnermusolf
Mar 30 01:42:07
Forget pre and post. Get right things done right: delight user with positive experience at every critical touchpoint. #custserv #cem
Choypw
Mar 30 01:40:39
Pre-sale is once. For most co's, post-sale repeats the revenue again and again for life. via @tedcoine #custserv
Choypw
Mar 30 01:39:03
Even in recurring revenue business, you must continue to earn bus..w/ each interaction. It's never for life.via @DonKincaid #custserv
Choypw
Mar 29 20:17:26
When filling customer experience gaps @MaldyJ advises: Don’t Just Mind the Gap; Bridge It! - http://bit.ly/hNpnmd - #cem
WriteTheCompany
Mar 29 20:10:00
This Is What Advocacy Looks Like (Part 1 of 2) | The Customer Collective http://bit.ly/f3uQon #custserv
Assistly
Mar 29 17:00:39
RT @erinclaire: Infinity of human emotion boiled down to 6 feelings: joy, sadness, anger, fear, surprise & dis… (cont) http://deck.ly/~V5yyo
LindaIreland
Mar 29 16:33:34
Why Understanding Your Customers is the First Step to Delivering a Better Customer Experience http://t.co/HwOYMX2 via @MichaelHinshaw #cem
Choypw
Mar 29 16:29:47
Anticipating the Next Wave of Experience Design http://j.mp/ffmRzK by @jhagel via @joepine #cem
Choypw
Mar 29 13:30:34
It's ok to not meet expectation sometimes. What matters is how unmet expectation is being handled. #cem #custserv
Choypw
Mar 29 11:20:36
The Proposition of Automation: http://bit.ly/hp1ZIp via @tdebaillon @armano
Choypw
Mar 29 11:19:14
@tdebaillon lol! I couldn't help laughing! True!!!
Choypw
Mar 29 08:52:50
@Choypw Isn't that what some do? :)
tdebaillon
Mar 29 08:40:59
Is faster really always better? If that's true, everyone should rush to hell as long as the person has lived. :) cc @tdebaillon
Choypw
Mar 29 02:12:21
@writethecompany @choypw @yourcustomers Timely topic 4 me! Planning cust advisory board mtg 2 compare our value props w/their experiences!
maldyj
Tweets of 22-28 Mar 2011
Mar 28 23:39:27
What's best? Fail First, Fail Fast or Plan to Succeed? @GrahamHill #innochat
Choypw
Mar 28 23:37:34
The Art and Science of Experience Design - Experience Delivers http://adobe.ly/gSpfuZ via @Assistly #cem
Choypw
Mar 28 10:17:23
Don't get this wrong: no negative does not mean positive! #cem
Choypw
Mar 27 19:32:13
@Choypw You're welcome - and thx for your patience! I was traveling this week and some things (copying URL's) are not easy yet on my iPad...
LindaIreland
Mar 27 15:29:42
@LindaIreland Appreciate much.
Choypw
Mar 27 13:41:54
You might find this interesting, leadershipwise: http://bit.ly/dNkH5O via @tedcoine @GuyWinch #leadchange #leadbiz
Choypw
Mar 27 09:51:52
3 Levels of Strategy http://feedly.com/k/gb79ZO via @wimrampen
Choypw
Mar 26 23:44:40
@Choypw A very belated answer to your ? about steps of #cem. Here's a post on the final step w/links to rest: http://bit.ly/9whHMt Thoughts?
LindaIreland
Mar 26 06:19:14
Putting the ‘Relationship’ Back Into CRM – MIT Sloan Management Review http://bit.ly/f81yIr via @wimrampen @prem_k #scrm #crm
Choypw
Mar 26 06:17:10
9 ways to get your team ready for co-creation http://bit.ly/gBWNcx via @Jabaldaia @wimrampen #vcc
Choypw
Mar 25 12:26:17
$100 Billion Spent on Customer Engagement Solutions? http://bit.ly/gEziCI via @bsdalton @robinklein #cem
Choypw
Mar 25 08:49:24
The Customers’ Experience Does Not Happen At Your Touchpoints! http://bit.ly/gpqCSt via @experiencemind #cem
Choypw
Mar 24 23:44:55
“The most powerful form of marketing is an advocacy message from a trusted friend.” http://t.co/NT3Yge8 via @KnowledgeBishop #smm #leadbiz
Choypw
Mar 24 23:40:46
Think further out. It's much easier to tame a wild idea than reanimate a dead one. via @MARTYneumeier
Choypw
Mar 24 15:55:27
Top 50 Countdown: Key Behaviors that Help Create a Great Client Experience http://bit.ly/e01exd via @jimsmiller #custserv #cem
Choypw
Mar 24 14:41:13
Jobs MUST be prioritised. You should focus on those jobs that have the greatest value potential via @GrahamHill
Choypw
Mar 24 14:39:42
What Type Of Advertising Has The Most Influence? http://goo.gl/nD1bk via @mfauscette
Choypw
Mar 24 14:37:12
Value Creation Through Buyer Experience http://su.pr/2BPXsT via @YourCustomers #cem
Choypw
Mar 24 14:14:23
Companies rather hopefully believe customers join communitirs to do emotional, relational and social jobs via @GrahamHill 2/2
Choypw
Mar 24 14:13:36
IBM research shows customers mostly join comminities to get functional jobs done better, faster and cheaper via @GrahamHill ½
Choypw
Mar 24 12:28:30
Customer hire tools to do jobs. They may DIY if the tools make it faster, cheaper or easier via @GrahamHill
Choypw
Mar 24 09:12:16
The Art and Science of Experience Design http://t.co/whz4ilS via @AddThis @tdebaillon #cem
Choypw
Mar 24 06:07:06
Are you making something? http://j.mp/htdnR1 via @sethgodin #gtd
Choypw
Mar 24 06:05:22
Trust = your expertise offered in service of others, divided by your drive to push your brand. via @malfletcher #custserv #leader #cem
Choypw
Mar 23 15:53:06
Unravelling the Gordian knot of brand contact http://bit.ly/e3hcmJ via @ZenithOptimedia #cem
Choypw
Mar 23 15:51:55
"Personal Communication, the most important touchpoint." http://bit.ly/ev3OVL via @ZenithOptimedia #cem
Choypw
Mar 23 15:47:28
Touchpoints Across China: The Global Context http://bit.ly/hFMMvp #cem
Choypw
Mar 23 12:49:31
Best-Practices in Customer-Experience Leadership http://ow.ly/4jDJX via @AMAnet #Marketing #Management #cem
Choypw
Mar 23 12:05:04
Per Forrester, 76% of brands seek to differentiate on #cxp! http://bit.ly/fw7lhX via @Choypw #custserv
KnowledgeBishop
Mar 23 10:42:44
@LindaIreland I was reading your article http://read.bi/eH0SQu, and you have identified steps of #cem. May I have all steps please?
Choypw
Mar 23 10:24:40
Innovation Always Starts With Empathy; Look at Zipcar & Even Apple http://t.co/kaEQ4Ri via @VenessaMiemis @choypw
JohnReaves
Mar 23 09:12:40
Design Thinking Won't Save You... (But It Really Might Help) by @helenwalters http://is.gd/F4meRo via @JohnReaves @GrahamHill
Choypw
Mar 23 08:40:30
"Would you like fries with that?" http://read.bi/eH0SQu via @Houthum #custserv #cem
Choypw
Mar 23 05:19:40
Engage your customer. Give them a great experience. AND help them reach their goal. http://post.ly/1n5V2 via @ErikPosthuma
Choypw
Mar 23 01:13:42
When Values push comes to Value shove, it is VALUE that comes out on top http://is.gd/AmLsqy via @GrahamHill
Choypw
Mar 22 16:07:25
Innovation Always Starts With Empathy; Look at Zipcar and Even Apple http://t.co/kaEQ4Ri via @VenessaMiemis
Choypw
Mar 22 14:22:18
Does Our “Value” Align With How Customers Define #Value? http://su.pr/1ybioO via @YourCustomers
Choypw
Mar 22 10:29:02
Some models for the design thinking process http://bit.ly/etzm9A via @tdebaillon
Choypw
Mar 22 05:18:24
What jobs are your customers hiring your products to do? http://bit.ly/eA1mG4
Choypw
Mar 22 01:12:08
10 essential quotes from Tennyson http://bbc.in/fpjrm0 via @LindaIreland @Engagingbrand
Choypw
Mar 22 01:08:43
Defining Value http://feedly.com/k/i3IDul via @wimrampen
Choypw
What's best? Fail First, Fail Fast or Plan to Succeed? @GrahamHill #innochat
Choypw
Mar 28 23:37:34
The Art and Science of Experience Design - Experience Delivers http://adobe.ly/gSpfuZ via @Assistly #cem
Choypw
Mar 28 10:17:23
Don't get this wrong: no negative does not mean positive! #cem
Choypw
Mar 27 19:32:13
@Choypw You're welcome - and thx for your patience! I was traveling this week and some things (copying URL's) are not easy yet on my iPad...
LindaIreland
Mar 27 15:29:42
@LindaIreland Appreciate much.
Choypw
Mar 27 13:41:54
You might find this interesting, leadershipwise: http://bit.ly/dNkH5O via @tedcoine @GuyWinch #leadchange #leadbiz
Choypw
Mar 27 09:51:52
3 Levels of Strategy http://feedly.com/k/gb79ZO via @wimrampen
Choypw
Mar 26 23:44:40
@Choypw A very belated answer to your ? about steps of #cem. Here's a post on the final step w/links to rest: http://bit.ly/9whHMt Thoughts?
LindaIreland
Mar 26 06:19:14
Putting the ‘Relationship’ Back Into CRM – MIT Sloan Management Review http://bit.ly/f81yIr via @wimrampen @prem_k #scrm #crm
Choypw
Mar 26 06:17:10
9 ways to get your team ready for co-creation http://bit.ly/gBWNcx via @Jabaldaia @wimrampen #vcc
Choypw
Mar 25 12:26:17
$100 Billion Spent on Customer Engagement Solutions? http://bit.ly/gEziCI via @bsdalton @robinklein #cem
Choypw
Mar 25 08:49:24
The Customers’ Experience Does Not Happen At Your Touchpoints! http://bit.ly/gpqCSt via @experiencemind #cem
Choypw
Mar 24 23:44:55
“The most powerful form of marketing is an advocacy message from a trusted friend.” http://t.co/NT3Yge8 via @KnowledgeBishop #smm #leadbiz
Choypw
Mar 24 23:40:46
Think further out. It's much easier to tame a wild idea than reanimate a dead one. via @MARTYneumeier
Choypw
Mar 24 15:55:27
Top 50 Countdown: Key Behaviors that Help Create a Great Client Experience http://bit.ly/e01exd via @jimsmiller #custserv #cem
Choypw
Mar 24 14:41:13
Jobs MUST be prioritised. You should focus on those jobs that have the greatest value potential via @GrahamHill
Choypw
Mar 24 14:39:42
What Type Of Advertising Has The Most Influence? http://goo.gl/nD1bk via @mfauscette
Choypw
Mar 24 14:37:12
Value Creation Through Buyer Experience http://su.pr/2BPXsT via @YourCustomers #cem
Choypw
Mar 24 14:14:23
Companies rather hopefully believe customers join communitirs to do emotional, relational and social jobs via @GrahamHill 2/2
Choypw
Mar 24 14:13:36
IBM research shows customers mostly join comminities to get functional jobs done better, faster and cheaper via @GrahamHill ½
Choypw
Mar 24 12:28:30
Customer hire tools to do jobs. They may DIY if the tools make it faster, cheaper or easier via @GrahamHill
Choypw
Mar 24 09:12:16
The Art and Science of Experience Design http://t.co/whz4ilS via @AddThis @tdebaillon #cem
Choypw
Mar 24 06:07:06
Are you making something? http://j.mp/htdnR1 via @sethgodin #gtd
Choypw
Mar 24 06:05:22
Trust = your expertise offered in service of others, divided by your drive to push your brand. via @malfletcher #custserv #leader #cem
Choypw
Mar 23 15:53:06
Unravelling the Gordian knot of brand contact http://bit.ly/e3hcmJ via @ZenithOptimedia #cem
Choypw
Mar 23 15:51:55
"Personal Communication, the most important touchpoint." http://bit.ly/ev3OVL via @ZenithOptimedia #cem
Choypw
Mar 23 15:47:28
Touchpoints Across China: The Global Context http://bit.ly/hFMMvp #cem
Choypw
Mar 23 12:49:31
Best-Practices in Customer-Experience Leadership http://ow.ly/4jDJX via @AMAnet #Marketing #Management #cem
Choypw
Mar 23 12:05:04
Per Forrester, 76% of brands seek to differentiate on #cxp! http://bit.ly/fw7lhX via @Choypw #custserv
KnowledgeBishop
Mar 23 10:42:44
@LindaIreland I was reading your article http://read.bi/eH0SQu, and you have identified steps of #cem. May I have all steps please?
Choypw
Mar 23 10:24:40
Innovation Always Starts With Empathy; Look at Zipcar & Even Apple http://t.co/kaEQ4Ri via @VenessaMiemis @choypw
JohnReaves
Mar 23 09:12:40
Design Thinking Won't Save You... (But It Really Might Help) by @helenwalters http://is.gd/F4meRo via @JohnReaves @GrahamHill
Choypw
Mar 23 08:40:30
"Would you like fries with that?" http://read.bi/eH0SQu via @Houthum #custserv #cem
Choypw
Mar 23 05:19:40
Engage your customer. Give them a great experience. AND help them reach their goal. http://post.ly/1n5V2 via @ErikPosthuma
Choypw
Mar 23 01:13:42
When Values push comes to Value shove, it is VALUE that comes out on top http://is.gd/AmLsqy via @GrahamHill
Choypw
Mar 22 16:07:25
Innovation Always Starts With Empathy; Look at Zipcar and Even Apple http://t.co/kaEQ4Ri via @VenessaMiemis
Choypw
Mar 22 14:22:18
Does Our “Value” Align With How Customers Define #Value? http://su.pr/1ybioO via @YourCustomers
Choypw
Mar 22 10:29:02
Some models for the design thinking process http://bit.ly/etzm9A via @tdebaillon
Choypw
Mar 22 05:18:24
What jobs are your customers hiring your products to do? http://bit.ly/eA1mG4
Choypw
Mar 22 01:12:08
10 essential quotes from Tennyson http://bbc.in/fpjrm0 via @LindaIreland @Engagingbrand
Choypw
Mar 22 01:08:43
Defining Value http://feedly.com/k/i3IDul via @wimrampen
Choypw
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