Jun 13 16:41:27
@Vivisimo_Inc @eamcc bottom line measures sales not customer experience, satisfaction, retention. | Says who? #cxo
Choypw
Jun 13 16:40:35
If there really is one #cem measurement, that's the bottom line. #cxo
Choypw
Jun 13 16:39:42
But so many variables go into bottom line RT @Choypw: @ErikaLAndersen @caldercho Your bottom line will tell you how you are doing. :) #cxo
ErikaLAndersen
Jun 13 16:38:54
@ErikaLAndersen @caldercho Your bottom line will tell you how you are doing. :) #cxo
Choypw
Jun 13 16:36:44
@Choypw but how do you know if you're moving towards a better (or worse) experience? You'll never absolutely nail it.. #cxo
caldercho
Jun 13 16:36:40
But how to know whether still on track? RT @Choypw: Metrics dont matter if already nailed the experience. via @caldercho | AGREED!!! #cxo
ErikaLAndersen
Jun 13 16:36:25
And enabler value chain behind each tchpt RT @adelesage: Agreed RT @Choypw: @adelesage We have to go back to touchpoint mapping #cxo
clearaction
Jun 13 16:36:08
Accountability always needed RT@SMSJOE hmm disagree RT @caldercho: @Choypw metrics dont matter if youve already nailed the experience #cxo
RdLessTkn
Jun 13 16:35:47
Metrics don't matter if you've already nailed the experience. via @caldercho | AGREED!!! #cxo
Choypw
Jun 13 16:35:11
"There is nothing so useless as doing efficiently that which should not be done at all." Peter Drucker #cxo
Choypw
Jun 13 16:35:10
is there any company that doesn't need to improve? RT @caldercho: @Choypw metrics dont matter if youve already nailed the experience #cxo
adelesage
Jun 13 16:35:05
Customers are ALWAYS evolving - exp never nailed RT @caldercho: @Choypw metrics dont matter if youve already nailed the experience #CXO
Vivisimo_Inc
Jun 13 16:34:37
@adelesage Then we have to choose wisely. If we listen seriously, anything means something. #cxo
Choypw
Jun 13 16:34:22
@Choypw metrics don't matter if you've already nailed the experience #cxo
caldercho
Jun 13 16:32:37
@Michael_Ludwig @Vivisimo_Inc @caldercho Metrics are not relevant at all! #cxo
Choypw
Jun 13 16:31:01
But what if customers who don't matter tell you? RT @Choypw: Remember. People like to share. #cxo
adelesage
Jun 13 16:30:54
@adelesage We have to go back to touchpoint mapping. We just need to know where people interact. Then we can listen if we are willing. #cxo
Choypw
Jun 13 16:30:46
@Vivisimo_Inc @caldercho @Choypw metrics are not always indicators of an unforgettable experience. Wish there was a way 2 measure WOM #CXO
Michael_Ludwig
Jun 13 16:30:14
But then what? How to match good reaction with what you did? @Choypw: @adelesage Theyll tell you if you are really good enough. :) #cxo
ErikaLAndersen
Jun 13 16:29:26
Remember. People like to share. If you are good, they'll share everywhere. Vice versa. #cxo
Choypw
Jun 13 16:29:07
@Choypw But how will you listen? #cxo
adelesage
Jun 13 16:28:22
@ErikaLAndersen @Choypw Often, your customers will tell you (or tell someone on the Internet). And if they don't, ask! #cxo
JoeStanganelli
Jun 13 16:27:53
@adelesage @ErikaLAndersen They'll tell you if you are really good enough. :) #cxo
Choypw
Jun 13 16:27:50
@Choypw you need metrics, otherwise how will you know when you've created an 'unforgettable' experience? #cxo
caldercho
Jun 13 16:27:42
@RdLessTkn @Choypw then u need to define each target audience and help ur customer move to the right audience type #CXO
d_gammon
Jun 13 16:27:32
@Choypw Well said. Seth Godin describes in Free Prize Inside! how Amazon found success replacing its marketing budget w/ free shipping. #cxo
JoeStanganelli
Jun 13 16:27:27
How would u know if working if no metrics? RT @Choypw Instead of wasting resources designing metrics allocate resources to create #CEM #cxo
StacyLeidwinger
Jun 13 16:26:53
@Choypw But how do you know you're creating great experiences? How to know what to duplicate? #cxo
ErikaLAndersen
Jun 13 16:26:48
@Choypw Wouldn't it make it harder to measure what's the "right" or "wrong" experience? It needs to cater to defined trgt audience #CXO
RdLessTkn
Jun 13 16:26:11
@Choypw How will you know they're unforgettable? #cxo
adelesage
Jun 13 16:25:37
Instead of wasting resources on designing and measuring metrics, allocate resources to create unforgettable experience for customers! #cxo
Choypw
Jun 13 16:25:32
@Choypw Even if they don't orgs need to so that they can fix, react and better yet be proactive! #CXO
Natasha_D_G
Jun 13 16:24:38
I am not sure if customers care about the #cem metrics at all!? #cxo
Choypw
Jun 13 16:23:51
We should ask instead what have we done to deliver delightful experience for our customers? 2/2 #cxo
Choypw
Jun 13 16:23:20
What have you done to make your customer experience metrics more actionable? Sorry but it's a bad question! 1/2 #cxo
Choypw
Jun 13 16:22:11
Are we talking the customer language here? I'm afraid we're a bit off track here... :( #cxo
Choypw
Jun 13 16:20:47
What's a biz strategy for? To create profits? To create customers? To create customer's customers? To make customers happy? #cxo
Choypw
Jun 13 16:19:41
#cem metrics to dictate business strategy? Should #cem be part if not key of biz strategy? #cxo
Choypw
Jun 13 16:17:16
What gets measured gets managed? True? #cxo
Choypw
Jun 13 16:16:10
How about this? Buy once if positive. Buy more if very positive. Buy longer if consistently very positive? #cxo
Choypw
Jun 13 16:14:35
Excellent point - sometimes we don't hear full VOC RT @Choypw Can you trust what you measure? #cxo
StacyLeidwinger
Jun 13 16:14:11
@Choypw Relevancy of content, intrigue, ease of navigation, finding the right info and making life easier for customer #usguys
RdLessTkn
Jun 13 16:13:05
Can you trust what you measure? lol! #cxo
Choypw
Jun 13 16:12:29
@Choypw Ask customers to rate the quality of the experience #cxo
adelesage
Jun 13 16:11:55
What exactly is perception of experience? #cxo
Choypw
Jun 13 16:11:36
@Choypw I don't think there is only one good measure. Referrals are one aspect, surveys good too, in person interviews. etc, etc... #cxo
tmustacchio
Jun 13 16:11:19
Should analyze win-loss RT @Choypw Repeat business is not necessarily a direct result of positive experience #cxo
clearaction
Jun 13 16:10:57
There are 5 levels of experience? Very positive, positive, neutral, negative, and very negative? #cxo
Choypw
Jun 13 16:09:37
If referrals are good measure, then why not just use NPS? #cxo
Choypw
Jun 13 16:08:45
True for some products, loss customers can also be key @Choypw Repeat business not necessarily a result of positive experience #cxo
StacyLeidwinger
Jun 13 16:08:16
experience is an evaluation flow, and it happens at touchpoint. It's important to identify touchline and critical touchpoints. #cxo
Choypw
Jun 13 16:06:50
Repeat business is not necessarily a direct result of positive experience. cc @StacyLeidwinger #cxo
Choypw
Jun 13 16:05:32
Repeat business is #1 RT @Choypw: experience is emotional-driven. Is there any way to measure something emotional? #cxo
StacyLeidwinger
Jun 13 16:03:56
experience is emotional-driven. Is there any way to measure something emotional? #cxo
Choypw
Jun 13 16:01:03
What are the #cem metrics? #cxo
Choypw
Jun 13 15:25:53
"The customer is not always right, but they are the customer. So if they are wrong, let them be wrong with dignity and respect." @Hyken #cem
Choypw
Jun 13 14:08:41
7 Exceptional Customer Service Tips from Zappos http://bit.ly/kt0BZc via @Assistly #custserv
Choypw
Jun 13 10:12:47
"I'm truly sorry, and I hope you'll give us another chance in the future." @Amazon 2/2 #cem | Sure! I'm already your advocate!
Choypw
Jun 13 10:11:44
"One of our aims at Amazon.com is to provide convenient and efficient service; in this case, we haven't met that standard." @Amazon 1/2 #cem
Choypw
Jun 13 07:08:47
Change is nothing, as long as the change type is identified: step change, or leap change. #change
Choypw
Jun 13 06:54:39
Want a GREAT "Thinking Outside the Box" exercise you can use anytime? http://t.co/YrWCUXq via @michellebfranco @Brainzooming
Choypw
Jun 13 01:34:30
The Experience of Consistency is What Gets People Coming Back http://j.mp/m06lox via @meaning @DeliverBliss #cem
Choypw
Jun 12 16:11:55
What I Learned About Customer Experience from Anthony Weiner http://t.co/adWVhOk via @thecustomerblog #cem
Choypw
Jun 12 12:30:38
experience is a function of value. #cem
Choypw
Jun 12 08:55:25
Beyond #Gamification: 7 Core Concepts to Create Compelling Products by Amy Jo Kim http://is.gd/25YVq3 via @GrahamHill
Choypw
Jun 12 04:11:51
Why Measuring Customer Lifetime Value Matters for Lead Generation: http://t.co/mxPcFqw via @Reaburn @ChrisZane #custserv #CLV
Choypw
Jun 12 04:10:10
Do we need a new model for service marketing? http://is.gd/F5xjLU via @GrahamHill #sdlogic
Choypw
Jun 12 04:07:54
Whither Services Marketing http://is.gd/bf36zE via @GrahamHill #sdlogic
Choypw
Jun 12 04:06:19
The Right Way to Manage Unprofitable Customers: http://bit.ly/aeoLzT via @GrahamHill @ariegoldshlager
Choypw
Jun 11 19:24:26
Positive experience is all about managing love, or touch"l"ine, "o"utcome, "v"alue and "e"xpectations. #ux #cem
Choypw
Jun 11 12:18:43
How to Close the Loop With Customers to Drive Business Performance http://t.co/jxI0gQe via @thecustomerblog #cem
Choypw
Jun 11 07:28:12
"We can talk all we want, but what we do is telling." @lizstrauss via @KnowledgeBishop #leadbiz
Choypw
Jun 11 07:26:23
The customer is NOT always King http://is.gd/9kUGgt via @GrahamHill @wimrampen
Choypw
Jun 11 07:20:48
Build experiences openly with users http://bit.ly/h6AcZZ via @wimrampen @Jabaldaia
Choypw
Jun 10 23:10:47
In honor of Friday, 5 dead simple tips to improve your customer experience. http://bit.ly/kicluD via @lindaireland @MichaelHinshaw #cem
Choypw
Jun 10 15:41:58
Identify What Your Customers Value http://ow.ly/4mqql via @Customers_Shoes @ColinShaw_CX
Choypw
Jun 10 12:45:25
Why Brands Need a Digital Customer Experience Strategy To Stay Competitive http://t.co/jTqIKS9 via @mashbusiness @JeanneBliss #cem
Choypw
Jun 10 05:21:02
The one key to great customer service - own and solve the problem. http://bit.ly/jt7Hd4 via @Cogiva #custserv
Choypw
Jun 10 05:14:27
Bringing The Brand & Brand Promise To Life Is A Big Piece Of #CEM http://bit.ly/kF3O4q via @Meannie @WriteTheCompany
Choypw
Jun 09 16:00:48
Why do so many bathroom air fresheners smell like apples? I dont think a toilet shld smell like food of any kind. via @custexp_ba | lol!
Choypw
Jun 09 16:00:06
Your #Brand is out of Control http://goo.gl/fb/8ehWI via @YourCustomers
Choypw
Jun 09 03:56:17
Employees have to consistently receive great service before they can be expected to consistently give great service. via @Reaburn #custserv
Choypw
Jun 08 23:42:04
"Average listeners listen to respond: Great listeners listen to UNDERSTAND." via @LeadToday @KnowledgeBishop #leadfromwithin
Choypw
Jun 08 15:32:45
Holy! What's this? It takes forever to get in! http://www.touchpointexperience.net/ #fail
Choypw
Jun 08 15:16:09
Soft as iron. Hard as rain. Quiet as thunder. Still as hurricane. via @CarlRohde @joepine
Choypw
Jun 08 13:32:29
Apologies without change is meaningless. via @tedcoine @JAJolt #leadbiz
Choypw
Jun 08 12:02:49
Do apologies still work? 1. They have to understand what they did wrong 2. Actually be sorry 3. Fix it. via @tom_peters
Choypw
Jun 08 05:19:21
What customers want http://bit.ly/jGwcde via @responsetek @spokencomm #cem #custserv
Choypw
Jun 08 05:15:46
Great service behavior aligns w/ profit behavior. http://deck.ly/~FpBLM via @Reaburn #custserv #cem
Choypw
Jun 07 19:31:18
Why customers stop responding to marketing the longer their relationship with you http://is.gd/aklfvj via @GrahamHill
Choypw
Jun 07 19:25:41
How to Cross-Sell the Right Product to the Right Customer at the Right Time http://is.gd/umVyKg via @GrahamHill
Choypw
Jun 07 19:25:15
How to structure customers' first experiences with your product to drive future value-in-use http://is.gd/XwyXb2 via @GrahamHill
Choypw
Jun 07 14:30:51
Stay focused on the customer relationship. Uncover at least one new detail about your customer in every interaction. via @jimsmiller #cem
Choypw
Jun 07 13:13:09
Accenture on Strategy at the Edge http://is.gd/fdjEcQ via @GrahamHill
Choypw
Jun 07 13:04:39
Pitney Bowes on the Role of Trust in Customer Relationships http://is.gd/7zFjSp via @GrahamHill
Choypw
Jun 07 13:03:15
An Inquiry Into Customer Engagement – Making the Abstract Concrete http://goo.gl/fb/aExQc via @YourCustomers #sales
Choypw
Jun 07 13:01:15
Detailed and comprehensive presentations by @amyjokim on #Gamification http://is.gd/ZGReOP via @GrahamHill
Choypw
Jun 07 10:28:36
"Companies are currently operating as product-centric organizations in a customer-centric market environment." @thecustomerblog #fail
Choypw
Jun 07 00:26:46
A tale of "bad" profits: http://bit.ly/aqUhgQ via @davemitz @KnowledgeBishop #cem #custserv
Choypw
The Essence of Touchpoint eXperience Management.
Upside down drives everything negative. Downside up reverses negative to positive.
Stay positive. Stay downside up!
20 June 2011
Tweets of 31 May-6 Jun 2011
Jun 06 17:16:13
Organic Customer Experience Drives Thicker Value http://ow.ly/5bb0x via @responsetek @dawnamaclean #CEM
Choypw
Jun 06 14:02:59
Simple and not practiced- Six Building Blocks to Customer Trust: http://t.co/Lbrq1PR via @thecustomerblog #cem
Choypw
Jun 06 13:54:51
Design the customer experience inside-out http://bit.ly/l0AaaH via @SAlhir @j_rehm @JenKuhnPR #cem #leadership #custserv
Choypw
Jun 06 13:51:15
ROI Opportunities for B2B Customer Experience http://t.co/g28Zc5a via @thecustomerblog #cem
Choypw
Jun 06 13:50:26
You don't need to put employee "first." You just need to treat each employee as an indivdual "always." #cem
Choypw
Jun 06 13:44:22
Customer experience is THE differentiator in the market today. via @Assistly #cem
Choypw
Jun 06 09:21:49
#Innovation is Seeing the Invisible http://bit.ly/lFS4MG via @tdebaillon
Choypw
Jun 06 04:05:51
"The Importance of Customer Experience and Lessons from a goldfish" via @DesignThinkers @TedCurtin @Reaburn http://zite.to/lRyxz2 #cem
Choypw
Jun 05 14:35:30
How to really delight your customer http://bit.ly/krUDdl via @JenKuhnPR @Houthum #custserv #cem #leadership
Choypw
Jun 05 11:56:30
Three definitions of customer engagement http://bit.ly/jqxKXX via @thecustomerblog
Choypw
Jun 05 05:28:38
A great day starts with a #goodnight at a decent hour. via @KnowledgeBishop
Choypw
Jun 05 05:28:06
Average hides segments via @Reaburn @pricingright
Choypw
Jun 04 12:18:17
Existing customer theory is outdated - Re-envisioning customer value http://t.co/iQDsaOh via @thecustomerblog
Choypw
Jun 04 08:35:25
3 Pressing Questions Facing the Future of Social Media: http://bit.ly/mPMSGv
Choypw
Jun 03 20:10:25
In theory there's no difference between theory and practice. In practice there is. via @MARTYneumeier
Choypw
Jun 03 15:40:47
Positive exerience is all about managing LOVE, or touchLine/point, Outcome, Value, and Expectation. #ux #cem
Choypw
Jun 03 15:39:38
Customer first, employee always, brand "last." #ux #cem
Choypw
Jun 03 12:22:51
All in the mind #CustomerExperience http://t.co/LIQMNh9 via @thecustomerblog #cem
Choypw
Jun 03 12:19:42
Four interesting and useful perspectives on 'Customer Insight': http://wp.me/p13YWP-uz via @thecustomerblog
Choypw
Jun 03 12:17:03
Zero Moment of Truth from Google - 7 Key Steps to Winning It http://bit.ly/j8TJsp via @Brainzooming #BMAUnleash #b2b #Google
Choypw
Jun 02 23:38:12
Positive experience is all about managing love, or touch"l"ine, "o"utcome, "v"alue and "e"xpectations. #ux #cem
Choypw
Jun 02 19:46:00
Innovation starts w/ information. Have to create programs to anticipate both cust and tech. via @Brainzooming #BMAUnleash #in
Choypw
Jun 02 15:55:21
When Managing Complexity, Less is More - Ron Ashkenas http://is.gd/on8k9g via @GrahamHill @jorgebarba @HarvardBiz
Choypw
Jun 02 15:53:25
Beyond better http://feedly.com/k/k9pZp3 via @Reaburn @wimrampen
Choypw
Jun 02 15:52:00
What happens when value-in-exchange overrides value-in-use... stuff stops working! http://is.gd/4X4BgY via @GrahamHill #sdlogic
Choypw
Jun 02 15:50:03
Customer Experience Inhibitors from @JeanneBliss: http://bit.ly/msnpbi via @Reaburn @dawnamaclean @markorlan #cem
Choypw
Jun 02 15:47:23
Personalized ads do not always work; only when consumer has well-defined product preferences http://bit.ly/jSPmOf via @MediaPost @joepine
Choypw
Jun 02 15:46:05
In Pursuit of Customer Experience Excellence by @juliebhunt http://j.mp/mefBcj via @Marcio_Saito @berkson0 @Reaburn #custserv #cem
Choypw
Jun 02 02:11:25
Customer Experience Inhibitors http://t.co/z1hquN3 via @JeanneBliss @bitpakkit #cem #in
Choypw
Jun 01 23:29:25
Struggling with the ROI for CEx or SCRM?http://is.gd/9UNAhQ via @GrahamHill
Choypw
Jun 01 16:00:12
86% of consumers quit doing biz with company because of bad #cem, up from 59% 4 years ago (Harris Interactive) via @LindaIreland
Choypw
Jun 01 12:50:47
Advertising the Customer Experience http://t.co/rsDWnPc via @thecustomerblog #cem
Choypw
Jun 01 12:49:57
Sharing is a fundamental human need: http://eepurl.com/d4frD via @thecustomerblog #cem
Choypw
Jun 01 12:48:41
More-is-worse in info-rich and time-poor economy.
Choypw
Jun 01 01:50:48
Smart Brands in the Connected Age http://bit.ly/iDcNkn via @frogdesign #in
Choypw
May 31 17:23:46
Meaningful marketing implies that a product transcends a monetary exchange and evokes an emotional response. via @dustymeehan @joepine
Choypw
May 31 16:02:14
"Human capacity for choice is not an infinitely expandable commodity." Simplicity Marketing
Choypw
May 31 14:03:36
"Markets are segmented by demographics, firmographics, psychographics, and product usage." Simplicity Marketing #crm #marketing
Choypw
May 31 05:36:53
Dynamics of value propositions: insights from #sdlogic http://is.gd/1PIwHv via @GrahamHill
Choypw
May 31 05:34:23
Strong brands help users simplify decision-making processes thru consistent positive experience. #cem #ux
Choypw
May 31 05:27:16
"It's the number of decisions, not just the number of products." Simplicity #Marketing #cem
Choypw
May 31 05:21:23
Positive experience kills overchoice. #cem #ux
Choypw
May 31 03:20:00
Simple business goal: seek customer happiness in every interaction via @mrhoffman #crm #cem #mkt
Choypw
Organic Customer Experience Drives Thicker Value http://ow.ly/5bb0x via @responsetek @dawnamaclean #CEM
Choypw
Jun 06 14:02:59
Simple and not practiced- Six Building Blocks to Customer Trust: http://t.co/Lbrq1PR via @thecustomerblog #cem
Choypw
Jun 06 13:54:51
Design the customer experience inside-out http://bit.ly/l0AaaH via @SAlhir @j_rehm @JenKuhnPR #cem #leadership #custserv
Choypw
Jun 06 13:51:15
ROI Opportunities for B2B Customer Experience http://t.co/g28Zc5a via @thecustomerblog #cem
Choypw
Jun 06 13:50:26
You don't need to put employee "first." You just need to treat each employee as an indivdual "always." #cem
Choypw
Jun 06 13:44:22
Customer experience is THE differentiator in the market today. via @Assistly #cem
Choypw
Jun 06 09:21:49
#Innovation is Seeing the Invisible http://bit.ly/lFS4MG via @tdebaillon
Choypw
Jun 06 04:05:51
"The Importance of Customer Experience and Lessons from a goldfish" via @DesignThinkers @TedCurtin @Reaburn http://zite.to/lRyxz2 #cem
Choypw
Jun 05 14:35:30
How to really delight your customer http://bit.ly/krUDdl via @JenKuhnPR @Houthum #custserv #cem #leadership
Choypw
Jun 05 11:56:30
Three definitions of customer engagement http://bit.ly/jqxKXX via @thecustomerblog
Choypw
Jun 05 05:28:38
A great day starts with a #goodnight at a decent hour. via @KnowledgeBishop
Choypw
Jun 05 05:28:06
Average hides segments via @Reaburn @pricingright
Choypw
Jun 04 12:18:17
Existing customer theory is outdated - Re-envisioning customer value http://t.co/iQDsaOh via @thecustomerblog
Choypw
Jun 04 08:35:25
3 Pressing Questions Facing the Future of Social Media: http://bit.ly/mPMSGv
Choypw
Jun 03 20:10:25
In theory there's no difference between theory and practice. In practice there is. via @MARTYneumeier
Choypw
Jun 03 15:40:47
Positive exerience is all about managing LOVE, or touchLine/point, Outcome, Value, and Expectation. #ux #cem
Choypw
Jun 03 15:39:38
Customer first, employee always, brand "last." #ux #cem
Choypw
Jun 03 12:22:51
All in the mind #CustomerExperience http://t.co/LIQMNh9 via @thecustomerblog #cem
Choypw
Jun 03 12:19:42
Four interesting and useful perspectives on 'Customer Insight': http://wp.me/p13YWP-uz via @thecustomerblog
Choypw
Jun 03 12:17:03
Zero Moment of Truth from Google - 7 Key Steps to Winning It http://bit.ly/j8TJsp via @Brainzooming #BMAUnleash #b2b #Google
Choypw
Jun 02 23:38:12
Positive experience is all about managing love, or touch"l"ine, "o"utcome, "v"alue and "e"xpectations. #ux #cem
Choypw
Jun 02 19:46:00
Innovation starts w/ information. Have to create programs to anticipate both cust and tech. via @Brainzooming #BMAUnleash #in
Choypw
Jun 02 15:55:21
When Managing Complexity, Less is More - Ron Ashkenas http://is.gd/on8k9g via @GrahamHill @jorgebarba @HarvardBiz
Choypw
Jun 02 15:53:25
Beyond better http://feedly.com/k/k9pZp3 via @Reaburn @wimrampen
Choypw
Jun 02 15:52:00
What happens when value-in-exchange overrides value-in-use... stuff stops working! http://is.gd/4X4BgY via @GrahamHill #sdlogic
Choypw
Jun 02 15:50:03
Customer Experience Inhibitors from @JeanneBliss: http://bit.ly/msnpbi via @Reaburn @dawnamaclean @markorlan #cem
Choypw
Jun 02 15:47:23
Personalized ads do not always work; only when consumer has well-defined product preferences http://bit.ly/jSPmOf via @MediaPost @joepine
Choypw
Jun 02 15:46:05
In Pursuit of Customer Experience Excellence by @juliebhunt http://j.mp/mefBcj via @Marcio_Saito @berkson0 @Reaburn #custserv #cem
Choypw
Jun 02 02:11:25
Customer Experience Inhibitors http://t.co/z1hquN3 via @JeanneBliss @bitpakkit #cem #in
Choypw
Jun 01 23:29:25
Struggling with the ROI for CEx or SCRM?http://is.gd/9UNAhQ via @GrahamHill
Choypw
Jun 01 16:00:12
86% of consumers quit doing biz with company because of bad #cem, up from 59% 4 years ago (Harris Interactive) via @LindaIreland
Choypw
Jun 01 12:50:47
Advertising the Customer Experience http://t.co/rsDWnPc via @thecustomerblog #cem
Choypw
Jun 01 12:49:57
Sharing is a fundamental human need: http://eepurl.com/d4frD via @thecustomerblog #cem
Choypw
Jun 01 12:48:41
More-is-worse in info-rich and time-poor economy.
Choypw
Jun 01 01:50:48
Smart Brands in the Connected Age http://bit.ly/iDcNkn via @frogdesign #in
Choypw
May 31 17:23:46
Meaningful marketing implies that a product transcends a monetary exchange and evokes an emotional response. via @dustymeehan @joepine
Choypw
May 31 16:02:14
"Human capacity for choice is not an infinitely expandable commodity." Simplicity Marketing
Choypw
May 31 14:03:36
"Markets are segmented by demographics, firmographics, psychographics, and product usage." Simplicity Marketing #crm #marketing
Choypw
May 31 05:36:53
Dynamics of value propositions: insights from #sdlogic http://is.gd/1PIwHv via @GrahamHill
Choypw
May 31 05:34:23
Strong brands help users simplify decision-making processes thru consistent positive experience. #cem #ux
Choypw
May 31 05:27:16
"It's the number of decisions, not just the number of products." Simplicity #Marketing #cem
Choypw
May 31 05:21:23
Positive experience kills overchoice. #cem #ux
Choypw
May 31 03:20:00
Simple business goal: seek customer happiness in every interaction via @mrhoffman #crm #cem #mkt
Choypw
Tweets of 24-30 May 2011
May 30 17:06:27
Starbucks "Moments of Connection" http://t.co/PbYy9p9 via @adage @JeanneBliss #cem
Choypw
May 30 15:11:25
“Gamification” from the perspective of service marketing http://is.gd/2bGmLS via @stevevargo @designthinkers @GrahamHill
Choypw
May 30 14:15:36
Reducing your #customer defection rate by 5% can increase your profitability by 25 to 125% via @Houthum #custserv #marketing #strategy
Choypw
May 30 11:53:28
#Gamification of Business by IdeaEconomy.net http://bit.ly/evKnr2 via @GrahamHill @Paul4innovating @Competia #cem
Choypw
May 29 06:07:34
High-End Customers are First to Flee http://is.gd/0eOpa9 via @lindegaard @GrahamHill
Choypw
May 29 06:05:00
The early bird might get the worm, but the second mouse gets the cheese. via @tedcoine @DHLasker @ivalnaz
Choypw
May 28 13:36:54
Are you creating CONsumers or PROsumers? http://t.co/8MAZhKh via @tedcoine | I'm just a user.
Choypw
May 28 08:45:13
9 Ways to Rule Your Facebook Experience by Understanding EdgeRank http://ow.ly/4JTDE via @nateriggs
Choypw
May 28 05:48:40
Great Twitter cheat sheets http://ow.ly/54XR5 via @pramitjnathan @AnnTran_
Choypw
May 28 05:46:22
"No consumer ever buys a product. Consumers buy what products provide." Peter Drucker #cem #crm #scrm
Choypw
May 28 05:45:22
"You can't experience the experience until you experience it." @billmoggridge, founder of IDEO #ux #cem
Choypw
May 27 12:33:28
Value Management Using Outcome-driven Innovation http://is.gd/DwN0Tj via @MikeBoysen @GrahamHill
Choypw
May 27 10:50:23
Apple Store 2.0: Why Customer Experience Leaders Should Care http://j.mp/jmOhRH via @retailgeek @TheXPDesigner #cem
Choypw
May 27 09:15:05
The Importance Of Great Customer Experiences... http://buswk.co/mK1rEk #cem
Choypw
May 27 08:44:04
Don't be like a box of chocolates. Customers need to know what they are going to get! #custserv
Choypw
May 27 07:22:31
The Customer Experience Golden Rule for Employers: http://soc.li/80J5XhT
Choypw
May 27 05:20:00
Step 1 of Experience Innovation: uncover the needs via @btemkin 1/3 #cem
Choypw
May 27 05:18:41
Step 3 of Experience Innovation: evaluate the opportunity based on the R-W-W (real-win-worth it) screen via @btemkin 3/3 #cem
Choypw
May 27 05:18:02
Step 2 of Experience Innovation: design a disruptive strategy via @btemkin 2/3 #cem
Choypw
May 27 05:13:31
We designers can no longer define our roles as makers of artifacts. We need to become improvers of situations. via @MARTYneumeier
Choypw
May 27 04:35:07
The Internet Changes Everything — Except Four Things http://bit.ly/mHNFcR via @HarvardBiz
Choypw
May 26 17:52:59
It's All About Experience http://buswk.co/jXydCs #cem
Choypw
May 26 17:47:58
The New Frontier of Experience Innovation http://socialmediaclub.pbworks.com/f/cocreation.pdf #cem
Choypw
May 26 10:51:45
"The big wows are not sustainable, let's look at doing the small wows well." Nicole Lauria, Disney Institute. via @DocNicola #ECEW
Choypw
May 26 10:49:32
#ECEW http://tinyurl.com/tgecew via @btemkin #cem
Choypw
May 26 09:21:15
Don't know what the heck a touchpoint is in customer experience talk? http://bit.ly/lSAb37 via @custexp_ba #cem
Choypw
May 25 00:50:55
http://bit.ly/mrPkfq via @custexp_ba #cem
Choypw
May 24 22:51:36
35 Useful Free Fonts for Graphic Designers http://bit.ly/kBdRKF via @bkmacdaddy @jeanniecw @ShellyKramer
Choypw
May 24 13:26:08
@Choypw "Experience Innovation" was one article in the book Redesign the World from @wwwabcnl 's Espresso Book Machine http://bit.ly/lbcnEF
joepine
May 24 11:06:06
Managing the Double-Edged Sword of Collaboration http://s.hbr.org/mrnBk6 via @HarvardBiz
Choypw
May 24 11:03:57
85% of consumer to pay 5-25% more to ensure gr8 cust exp. 24% of consumer quit biz due to bad exp via @mich8elwu #ECEW
Choypw
May 24 11:00:57
People don't notice incremental changes. challenge is to create high contrast experience to force cust to pay attention via @mich8elwu #ecew
Choypw
May 24 11:00:18
People can only pay attention to about 7 thing among all the hundred of things we are experiencing. via @mich8elwu #ecew
Choypw
May 24 10:59:50
Customer retention prediction: C4 indicator: contentment, commitment, constancy, confidence via @mich8elwu #ecew
Choypw
May 24 06:02:55
Driving User Behavior with Game Dynamics and Behavioural Economics via @GrahamHill
Choypw
Starbucks "Moments of Connection" http://t.co/PbYy9p9 via @adage @JeanneBliss #cem
Choypw
May 30 15:11:25
“Gamification” from the perspective of service marketing http://is.gd/2bGmLS via @stevevargo @designthinkers @GrahamHill
Choypw
May 30 14:15:36
Reducing your #customer defection rate by 5% can increase your profitability by 25 to 125% via @Houthum #custserv #marketing #strategy
Choypw
May 30 11:53:28
#Gamification of Business by IdeaEconomy.net http://bit.ly/evKnr2 via @GrahamHill @Paul4innovating @Competia #cem
Choypw
May 29 06:07:34
High-End Customers are First to Flee http://is.gd/0eOpa9 via @lindegaard @GrahamHill
Choypw
May 29 06:05:00
The early bird might get the worm, but the second mouse gets the cheese. via @tedcoine @DHLasker @ivalnaz
Choypw
May 28 13:36:54
Are you creating CONsumers or PROsumers? http://t.co/8MAZhKh via @tedcoine | I'm just a user.
Choypw
May 28 08:45:13
9 Ways to Rule Your Facebook Experience by Understanding EdgeRank http://ow.ly/4JTDE via @nateriggs
Choypw
May 28 05:48:40
Great Twitter cheat sheets http://ow.ly/54XR5 via @pramitjnathan @AnnTran_
Choypw
May 28 05:46:22
"No consumer ever buys a product. Consumers buy what products provide." Peter Drucker #cem #crm #scrm
Choypw
May 28 05:45:22
"You can't experience the experience until you experience it." @billmoggridge, founder of IDEO #ux #cem
Choypw
May 27 12:33:28
Value Management Using Outcome-driven Innovation http://is.gd/DwN0Tj via @MikeBoysen @GrahamHill
Choypw
May 27 10:50:23
Apple Store 2.0: Why Customer Experience Leaders Should Care http://j.mp/jmOhRH via @retailgeek @TheXPDesigner #cem
Choypw
May 27 09:15:05
The Importance Of Great Customer Experiences... http://buswk.co/mK1rEk #cem
Choypw
May 27 08:44:04
Don't be like a box of chocolates. Customers need to know what they are going to get! #custserv
Choypw
May 27 07:22:31
The Customer Experience Golden Rule for Employers: http://soc.li/80J5XhT
Choypw
May 27 05:20:00
Step 1 of Experience Innovation: uncover the needs via @btemkin 1/3 #cem
Choypw
May 27 05:18:41
Step 3 of Experience Innovation: evaluate the opportunity based on the R-W-W (real-win-worth it) screen via @btemkin 3/3 #cem
Choypw
May 27 05:18:02
Step 2 of Experience Innovation: design a disruptive strategy via @btemkin 2/3 #cem
Choypw
May 27 05:13:31
We designers can no longer define our roles as makers of artifacts. We need to become improvers of situations. via @MARTYneumeier
Choypw
May 27 04:35:07
The Internet Changes Everything — Except Four Things http://bit.ly/mHNFcR via @HarvardBiz
Choypw
May 26 17:52:59
It's All About Experience http://buswk.co/jXydCs #cem
Choypw
May 26 17:47:58
The New Frontier of Experience Innovation http://socialmediaclub.pbworks.com/f/cocreation.pdf #cem
Choypw
May 26 10:51:45
"The big wows are not sustainable, let's look at doing the small wows well." Nicole Lauria, Disney Institute. via @DocNicola #ECEW
Choypw
May 26 10:49:32
#ECEW http://tinyurl.com/tgecew via @btemkin #cem
Choypw
May 26 09:21:15
Don't know what the heck a touchpoint is in customer experience talk? http://bit.ly/lSAb37 via @custexp_ba #cem
Choypw
May 25 00:50:55
http://bit.ly/mrPkfq via @custexp_ba #cem
Choypw
May 24 22:51:36
35 Useful Free Fonts for Graphic Designers http://bit.ly/kBdRKF via @bkmacdaddy @jeanniecw @ShellyKramer
Choypw
May 24 13:26:08
@Choypw "Experience Innovation" was one article in the book Redesign the World from @wwwabcnl 's Espresso Book Machine http://bit.ly/lbcnEF
joepine
May 24 11:06:06
Managing the Double-Edged Sword of Collaboration http://s.hbr.org/mrnBk6 via @HarvardBiz
Choypw
May 24 11:03:57
85% of consumer to pay 5-25% more to ensure gr8 cust exp. 24% of consumer quit biz due to bad exp via @mich8elwu #ECEW
Choypw
May 24 11:00:57
People don't notice incremental changes. challenge is to create high contrast experience to force cust to pay attention via @mich8elwu #ecew
Choypw
May 24 11:00:18
People can only pay attention to about 7 thing among all the hundred of things we are experiencing. via @mich8elwu #ecew
Choypw
May 24 10:59:50
Customer retention prediction: C4 indicator: contentment, commitment, constancy, confidence via @mich8elwu #ecew
Choypw
May 24 06:02:55
Driving User Behavior with Game Dynamics and Behavioural Economics via @GrahamHill
Choypw