Tweets of 7-13 Jun 2011

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