Tweets of 12-18 Apr 2011

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