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
The Essence of Touchpoint eXperience Management.
Upside down drives everything negative. Downside up reverses negative to positive.
Stay positive. Stay downside up!
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