How are outcome, value and customer experience related?
Jim Lever
Customer Care Extraordinaire
The customer experience has everything to do with the perceived value of the goods or services encountered. The greatest product in the world may go unbought or underutilized if the customer had to purchase in spite of the customer experience. Most customers will not buy due to an unfortunate experience, and there is not a clearer harbinger of outcome than sale/no sale.
I'm confident that many if not all reading this have purchased a product in spite of a terrible customer service reaction. By terrible I mean that the purveyor was inattentive, rude, unavailable, unhelpful or any and all of the above. If the need for the product is instilled by need, advertising, or perceived desire we go ahead and buy the thing even though we may mutter "this is the last time I do business with these..." on the way out.
Mihai Lefter
Service expert
From a goods or service supplier it's like building a pyramid. At it's base you have the customer experience(based on awareness, discovery, purchase, use of the specific product/service), than you have the value(in my perception this means the sell price of the product including production costs) and on top is the outcome(net profit). all these are correlated as it is unlikely to have profit if the customer experience is terrible or the production costs are too high.
Lee Williams
Managing Director & Customer Champion at Text Your View
Value is determined through an experience or a series of experiences which are made up of the outcomes from processes.
Customers experience is made up from outcomes. However this experience is not limited to touchpoints with a specific company.
Outputs are tangible an normally measured by a business, however not all of them have an outcome for the customer. Outputs are always business measures, outcomes are customer measures. Outcomes are both tangible (functional) and also intangible (emotional) in terms of the customer experience. An emotion is not an output from a process but it is an outcome. This is one of the clear differences.
Value is generally delivered by both processes and people. However there are other elements of the value proposition as well, such as product innovation, brand, bundling, product associations (merchandising) etc. Aspects such as Physcial Evidence, i.e. the look and feel of your office building or shop impact the customers experience.
Bob Zabiyaka
Marketing Manager at BPMonline
If by value you mean Customer Lifetime Value, than the relation between CLV and CE is quite straightforward :) The great example is SaaS companies - if the company doesn't meet customer's expectation he/she leave this company ASAP.
Doug Morse
Customer Experience Strategy Executive
I am not sure what the real question might be that you are asking. There can be a lot of answers. For our clients,when we talk about Customer Experience we do talk about Value and outcomes that result from CE strategies. The value is a direct result of outcomes.If you can deliver successful outcomes to your customers it co-creates value. In "Service Dominate Logic" one of the founding principles states that a product"s value is only in the intended outcome. For example you sell someone an APP but if the APP does not do what the customer expected it to do, it has little value. To the extent that a product exceeds expected outcomes then the value to customer is increased and also creates a better Customer Experience.
Strategically speaking, our work shows how customer focused outcomes is (or should be) the driver for much of the CE work. It closely ties in VOC, use of VOC and expert knowledge that can provide outcomes that customers NEED that they may not know they want. Expert VOC programs understand what problems customers need solved and solving those creates value because the outcome exceeds the customer expectation. If you create successful customer outcomes, you build great customer relationships and loyaly. All of this will creat internal value (financial ) or brand value.
For brevity, this was just one example. Our CE strategy framework looks across 7 core business focus areas designed to deliver greater value by driving to improving customer outcomes. This CE framework is all about creating value for all players.
If your questions becomes more specific, I can certainly go into more detail. Hope this makes some sense. it is a complex topic.
Joseph Kamiru
Telecommunications Marketing at Safaricom
Customer experience is usually an end to end process through the various touch-points and associated channels across the entire customer lifecycle. So it is not a one off event at a specific touch point since each touch point is unique and contributes to the overall customer experience. The process on the other hand puts the customer on one end and the business supplier on the other in the value addition process…...what is referred to as the customer- supplier relationship. The outcome is the result…a win-win situation i.e…a satisfied customer and a profitable business.
Maz Iqbal
Customer Based Strategist
Customer hire products/services to get a job done. Put differently, they hire products and services to achieve specific outcomes. The classic example of this is that people buy drills to get an outcome: holes in various substances.
In the process of hiring and using products and services customers experience. There is the experience of search, of evaluation, of decision, of making your way to the store, of making your way around the store to find what you are looking for, asking for help, talking with store staff, paying, using the product and so forth. Each of these 'interactions' leaves a footprint if the experience is memorable (positive or negative). If it is not then these interactions fade into the background as they do not leave a strong enough trace. Collectively these interactions also constitute an experience. This is what is labelled as Customer Experience.
If you do it right then in helping the customer get her outcome and in co-creating positive memorable experience you have created value for the customer. And most customers will reciprocate by paying you an economic rent (the price), by buying from you again, by talking positively about you (leaving recommendations) and recommending you. That in turn creates value for you. First, from the customer herself and then from the stream of new customers that delivers to you.
Do this enough times and you build a reputation as a brand that customers can count on to get the job done and which leaves them feeling good about themselves and you. And you prosper - until you fall: that usually happens when there is a disruption and it does not matter how good you were in the buggy market because the market is now for cars!
Jorge Restrepo
CEO & Chief Analyst, EurekaFacts Research & Analysis
This could also be seen slightly differently. The customer experience (emotional) and outcomes will be processed rationally to arrive at perceived value and at least partially drive repurchase, price preference and w.o.m. Behavior. The order of these drivers and their direction will impact all relevant strategy and tactics.
Paul Ward
Partner at Avos Global Media
I think that the farther away a product or service veers from sheer utility (the drill example), the blurrier the distinction is between outcome and experience. For example, buying a luxury item can create "value" as much from the experience of buying and, say, wearing, as from the quality and utility of the item.
There is no question that the scorecard of rational and non-rational components of the customer's experience throughout their relationship with the company/product/service is the "value vector". Depending on the importance of different elements (weightings), you'd be able to develop strategies. So looking for clusters of customers whose weightings are similar can help you provide solutions at some scale. OTOH, for certain high-touch brands, or at moments of truth for the customer, an individual approach is most appropriate. The book Human Sigma covers these general principles nicely.
30 July 2011
Tweets of 19-25 Jul 2011
Jul 25 18:26:51
@Choypw @Marcio_Saito Fmr chairman of HP: Lew Platt, "I wish we knew what we know at HP we would be 3x more pr… (cont) http://deck.ly/~1Zu3c
conniechan8
Jul 25 16:35:42
Great new whitepaper on Apple’s Customer Experience Secrets Exposed by @mikewittenstein http://bit.ly/rpexWt via @joepine #cem
Choypw
Jul 25 16:24:59
Agreed but 2 service w/ good data need tools @Choypw + experience couldn't be achieved thru data mining Treat user as an individual! #cxo
StacyLeidwinger
Jul 25 16:24:57
Don't fall into the trap of CRM again! #cxo
Choypw
Jul 25 16:23:32
Positive experience couldn't be achieved thru data mining! Treat each user as an individual! #cxo
Choypw
Jul 25 16:12:54
Info means nothing if it cannot be turned into meaningful action. Don't forget DIKW. #cxo
Choypw
Jul 25 16:10:32
Based on user & customer profile u can get close to predict context, but need flexibility for users to find info too @Choypw #cxo
StacyLeidwinger
Jul 25 16:10:01
At least latest encounters w/customer, prevent repeat info RT @Choypw: What info do employees need to support customers? #cxo
clearaction
Jul 25 16:08:51
What info do employees need to support customers? Do they know what they need to know? #cxo
Choypw
Jul 25 16:02:34
@choypw While preconceptions of value can affect the exp, wouldn't an analytical eval of value by custs include exp? #cxo
BarryBirkett
Jul 25 15:57:36
What's the relationship between experience and value? Does experience determine value, or the other way around? #cxo
Choypw
Jul 25 15:23:54
What is innovation? Inventions that help improve human condition with large scale, long-lasting impact http://t.co/DYzpsQf via @frogdesign
Choypw
Jul 25 14:30:11
experience is evaluation of outcome against expectation. #ux #cem
Choypw
Jul 25 13:10:43
Confused about Customer Experience http://t.co/vXQi4qB via @DeliverBliss #cem
Choypw
Jul 25 13:10:12
Customer Value Management http://t.co/wMstq55 via @thecustomerblog
Choypw
Jul 24 21:12:52
"Hypothesize-test-learn-revise" why not use original terminology "Plan-do-check-act" via @pujalords @urnamma | Same to job and need!
Choypw
Jul 24 21:11:25
The future is applying customer #CoCreation more broadly. http://t.co/g0TJGLm via @ericwanta @GrahamHill #CRM #CEM
Choypw
Jul 24 20:53:19
"More is good up to a point. More is bad after a point." Dr Evans cc @GlobalEcon #ux #cem
Choypw
Jul 24 20:34:35
"People don't want to buy a quarter-inch drill. They want a quarter-inch hole!" Theodore Levitt | The hole is real need! It ain't job! #cem
Choypw
Jul 24 20:31:29
What Customers Want from Your Products http://t.co/dr5kxAS | "Customers want to hire a product to do a job..." Why hire? That's absurd! #cem
Choypw
Jul 24 20:28:46
The idea of job is confusing. From user's pov, job means nothing. Just forget about job but fulfill the need!
Choypw
Jul 24 06:04:51
Classic 1999 loyalty paper by Oliver: "Whence Customer Loyalty" http://bit.ly/mSBt2j via @wimrampen
Choypw
Jul 23 18:00:24
And the space between the touchpoints... RT @tedcoine: RT @Choypw: Want to master relationship? Master touchpoints. #leadbiz
meannie
Jul 23 13:42:38
Facebook Investor Roger McNamee Explains Why Social Is Over http://lnkd.in/MEb3Bv
Choypw
Jul 23 03:27:42
@Choypw Value is what matters most to each individual: Price for some, quality for others. My thought on it.
KnowledgeBishop
Jul 23 02:18:37
Don't compete on price: Compete on value. via @ShellyKramer @KnowledgeBishop #leadbiz | But what is #value?
Choypw
Jul 23 02:15:49
4 Things to Know About Brand Value http://bit.ly/ndsxVF via @Digitaltonto
Choypw
Jul 22 21:44:26
Non-negative is not positive.
Choypw
Jul 22 21:42:25
Want to master business? Master relationships. via @tedcoine | Want to master relationship? Master touchpoints.
Choypw
Jul 22 20:21:02
Each interaction has context & customers expect that context to be maintained thruout each engagement http://ow.ly/5KBtp via @MichaelHinshaw
Choypw
Jul 22 11:19:56
Easy ways for smaller businesses to improve the customer experience http://wp.me/p13YWP-BZ via @thecustomerblog #cem
Choypw
Jul 22 10:43:24
How to co-create with your customers http://tinyurl.com/6gx6kbp via @thinktank_ @Toffeemen68 #vcc #cem
Choypw
Jul 22 05:13:30
Stop Surprising And Delighting Customers; Just Solve Their Problem http://deck.ly/~5a7Ru via @LindaIreland #cem | From rational to emotional
Choypw
Jul 22 05:09:46
Getting Customers to Choose You http://s.hbr.org/nKk2CG via @LindaIreland @iclindberg @HarvardBiz #cem #crm
Choypw
Jul 22 00:54:35
Uncover the Best Experience: three tips - http://t.co/x5SzaQ9 via @thecustomerblog #cem
Choypw
Jul 21 15:32:45
"To finish first, first you must finish." #leadbiz #wisdom
Choypw
Jul 21 15:31:26
User advocacy comes from consistent authenticity. #ux #cem
Choypw
Jul 21 15:15:43
"You can lie at one person all the time; you can lie at different people one time; but you can’t lie at all people all the time." Rami
Choypw
Jul 21 15:11:19
Without authenticity, relevance becomes irrelevance. Authenticity is the ability to say what you mean and mean what you say. #ux #cem
Choypw
Jul 21 15:06:36
With empathy comes relevance. Relevance is the ability to deliver unique and personal experience. #ux #cem
Choypw
Jul 21 15:05:04
Empathy is the ability to ask WIIFM. Without empathy, positive user experience is impossible. #ux #cem
Choypw
Jul 21 13:34:21
Positive user experience is achieved by CARE: Consistency, Authenticity, Relevance, and Empathy. #ux #cem
Choypw
Jul 21 13:09:36
@joepine @synspiredk @2jorrit @choypw thx for sharing my customer experience framework | here's more on topic: http://ow.ly/5JSR7
deniseleeyohn
Jul 21 01:23:04
Approach to Customer Experience Architecture by @deniseleeyohn http://bit.ly/qHXq0b via @joepine #cem
Choypw
Jul 20 17:34:46
Understand how executives make decisions: Why? How? Who? Where do you focus first: who, how, or why? 45% begin with why. via @TheForumCorp
Choypw
Jul 20 16:47:11
Embrace Irrationality: Human- vs Customer-Centric Approach to Marketing http://t.co/Uj9Mejt via @thecustomerblog
Choypw
Jul 20 16:45:31
Customer experience is a subset of brand experience, but brand experience depends on employee experience. #cem #ux
Choypw
Jul 20 16:04:11
Cross-Channel Customer Experience Below Expectations http://bit.ly/pQfHpD via @tdebaillon #cem
Choypw
Jul 20 14:39:54
Lessons In Customer Expectations http://nblo.gs/kDHaY via @jeanniecw
Choypw
Jul 20 12:43:41
With need comes job. Each need can generate unlimited jobs, but only one job can fulfill the need. cc @GrahamHill @wimrampen #ux #cem
Choypw
Jul 20 12:37:31
This article http://bit.ly/nOVYKa is a good reason to use the #custumerexperiencegame http://bit.ly/qElGnp via @joepine @erikvanstraaten
Choypw
Jul 20 11:55:29
Co-creation is how firm should get job done. CEM is what firm should focus on. They should go hand in hand. cc @GrahamHill
Choypw
Jul 20 11:51:19
What’s Your Platform for Value Co-Creation? http://is.gd/WIvPHj via @GrahamHill #CRM #SCRM #cocreation #cem
Choypw
Jul 20 04:28:31
Creativity - 37 Articles to Get Your Brainzooming http://bit.ly/eQ2w9k via @Brainzooming #creativity
Choypw
Jul 20 03:03:58
How to Prevent Your Customers From Failing http://bit.ly/ppy1Np #crm #cem
Choypw
Jul 20 02:46:03
Action, not Trust, is Social Currency http://twrt.me/xfikj via @samfiorella @jeanniecw
Choypw
Jul 20 01:34:06
Improve your customer's retail experience and boost sales with digital signage http://ow.ly/5IhJu via @method_inc
Choypw
Jul 20 01:31:31
12 Most Basic Elements For Building A Community Around Your Brand http://twrt.me/bz4bt via @SeanMcGinnis @tedcoine
Choypw
Jul 20 01:29:15
Predicting customer's next move and exceeding their expectations is critical to success in 2012 via @mrhoffman #crm #cem
Choypw
Jul 20 01:27:27
"Love the people who treat you right. Forget about the ones who don't." [Works for brands too, ya know...] via @MichaelHinshaw
Choypw
Jul 19 16:48:36
A Brand is Bigger Than Performance http://lnkd.in/PDt6z6
Choypw
Jul 19 08:32:47
9 observations on the retail shopping experience http://wp.me/p13YWP-BN via @thecustomerblog #cem
Choypw
Jul 19 02:50:34
Smart brands retain the ability to “feel” even if they may obsess over analytics. http://t.co/UpgElUQ via @frogdesign
Choypw
Jul 19 00:40:48
Interactions, Engagement & Ecosystems http://ow.ly/5Hisn via @MichaelHinshaw
Choypw
@Choypw @Marcio_Saito Fmr chairman of HP: Lew Platt, "I wish we knew what we know at HP we would be 3x more pr… (cont) http://deck.ly/~1Zu3c
conniechan8
Jul 25 16:35:42
Great new whitepaper on Apple’s Customer Experience Secrets Exposed by @mikewittenstein http://bit.ly/rpexWt via @joepine #cem
Choypw
Jul 25 16:24:59
Agreed but 2 service w/ good data need tools @Choypw + experience couldn't be achieved thru data mining Treat user as an individual! #cxo
StacyLeidwinger
Jul 25 16:24:57
Don't fall into the trap of CRM again! #cxo
Choypw
Jul 25 16:23:32
Positive experience couldn't be achieved thru data mining! Treat each user as an individual! #cxo
Choypw
Jul 25 16:12:54
Info means nothing if it cannot be turned into meaningful action. Don't forget DIKW. #cxo
Choypw
Jul 25 16:10:32
Based on user & customer profile u can get close to predict context, but need flexibility for users to find info too @Choypw #cxo
StacyLeidwinger
Jul 25 16:10:01
At least latest encounters w/customer, prevent repeat info RT @Choypw: What info do employees need to support customers? #cxo
clearaction
Jul 25 16:08:51
What info do employees need to support customers? Do they know what they need to know? #cxo
Choypw
Jul 25 16:02:34
@choypw While preconceptions of value can affect the exp, wouldn't an analytical eval of value by custs include exp? #cxo
BarryBirkett
Jul 25 15:57:36
What's the relationship between experience and value? Does experience determine value, or the other way around? #cxo
Choypw
Jul 25 15:23:54
What is innovation? Inventions that help improve human condition with large scale, long-lasting impact http://t.co/DYzpsQf via @frogdesign
Choypw
Jul 25 14:30:11
experience is evaluation of outcome against expectation. #ux #cem
Choypw
Jul 25 13:10:43
Confused about Customer Experience http://t.co/vXQi4qB via @DeliverBliss #cem
Choypw
Jul 25 13:10:12
Customer Value Management http://t.co/wMstq55 via @thecustomerblog
Choypw
Jul 24 21:12:52
"Hypothesize-test-learn-revise" why not use original terminology "Plan-do-check-act" via @pujalords @urnamma | Same to job and need!
Choypw
Jul 24 21:11:25
The future is applying customer #CoCreation more broadly. http://t.co/g0TJGLm via @ericwanta @GrahamHill #CRM #CEM
Choypw
Jul 24 20:53:19
"More is good up to a point. More is bad after a point." Dr Evans cc @GlobalEcon #ux #cem
Choypw
Jul 24 20:34:35
"People don't want to buy a quarter-inch drill. They want a quarter-inch hole!" Theodore Levitt | The hole is real need! It ain't job! #cem
Choypw
Jul 24 20:31:29
What Customers Want from Your Products http://t.co/dr5kxAS | "Customers want to hire a product to do a job..." Why hire? That's absurd! #cem
Choypw
Jul 24 20:28:46
The idea of job is confusing. From user's pov, job means nothing. Just forget about job but fulfill the need!
Choypw
Jul 24 06:04:51
Classic 1999 loyalty paper by Oliver: "Whence Customer Loyalty" http://bit.ly/mSBt2j via @wimrampen
Choypw
Jul 23 18:00:24
And the space between the touchpoints... RT @tedcoine: RT @Choypw: Want to master relationship? Master touchpoints. #leadbiz
meannie
Jul 23 13:42:38
Facebook Investor Roger McNamee Explains Why Social Is Over http://lnkd.in/MEb3Bv
Choypw
Jul 23 03:27:42
@Choypw Value is what matters most to each individual: Price for some, quality for others. My thought on it.
KnowledgeBishop
Jul 23 02:18:37
Don't compete on price: Compete on value. via @ShellyKramer @KnowledgeBishop #leadbiz | But what is #value?
Choypw
Jul 23 02:15:49
4 Things to Know About Brand Value http://bit.ly/ndsxVF via @Digitaltonto
Choypw
Jul 22 21:44:26
Non-negative is not positive.
Choypw
Jul 22 21:42:25
Want to master business? Master relationships. via @tedcoine | Want to master relationship? Master touchpoints.
Choypw
Jul 22 20:21:02
Each interaction has context & customers expect that context to be maintained thruout each engagement http://ow.ly/5KBtp via @MichaelHinshaw
Choypw
Jul 22 11:19:56
Easy ways for smaller businesses to improve the customer experience http://wp.me/p13YWP-BZ via @thecustomerblog #cem
Choypw
Jul 22 10:43:24
How to co-create with your customers http://tinyurl.com/6gx6kbp via @thinktank_ @Toffeemen68 #vcc #cem
Choypw
Jul 22 05:13:30
Stop Surprising And Delighting Customers; Just Solve Their Problem http://deck.ly/~5a7Ru via @LindaIreland #cem | From rational to emotional
Choypw
Jul 22 05:09:46
Getting Customers to Choose You http://s.hbr.org/nKk2CG via @LindaIreland @iclindberg @HarvardBiz #cem #crm
Choypw
Jul 22 00:54:35
Uncover the Best Experience: three tips - http://t.co/x5SzaQ9 via @thecustomerblog #cem
Choypw
Jul 21 15:32:45
"To finish first, first you must finish." #leadbiz #wisdom
Choypw
Jul 21 15:31:26
User advocacy comes from consistent authenticity. #ux #cem
Choypw
Jul 21 15:15:43
"You can lie at one person all the time; you can lie at different people one time; but you can’t lie at all people all the time." Rami
Choypw
Jul 21 15:11:19
Without authenticity, relevance becomes irrelevance. Authenticity is the ability to say what you mean and mean what you say. #ux #cem
Choypw
Jul 21 15:06:36
With empathy comes relevance. Relevance is the ability to deliver unique and personal experience. #ux #cem
Choypw
Jul 21 15:05:04
Empathy is the ability to ask WIIFM. Without empathy, positive user experience is impossible. #ux #cem
Choypw
Jul 21 13:34:21
Positive user experience is achieved by CARE: Consistency, Authenticity, Relevance, and Empathy. #ux #cem
Choypw
Jul 21 13:09:36
@joepine @synspiredk @2jorrit @choypw thx for sharing my customer experience framework | here's more on topic: http://ow.ly/5JSR7
deniseleeyohn
Jul 21 01:23:04
Approach to Customer Experience Architecture by @deniseleeyohn http://bit.ly/qHXq0b via @joepine #cem
Choypw
Jul 20 17:34:46
Understand how executives make decisions: Why? How? Who? Where do you focus first: who, how, or why? 45% begin with why. via @TheForumCorp
Choypw
Jul 20 16:47:11
Embrace Irrationality: Human- vs Customer-Centric Approach to Marketing http://t.co/Uj9Mejt via @thecustomerblog
Choypw
Jul 20 16:45:31
Customer experience is a subset of brand experience, but brand experience depends on employee experience. #cem #ux
Choypw
Jul 20 16:04:11
Cross-Channel Customer Experience Below Expectations http://bit.ly/pQfHpD via @tdebaillon #cem
Choypw
Jul 20 14:39:54
Lessons In Customer Expectations http://nblo.gs/kDHaY via @jeanniecw
Choypw
Jul 20 12:43:41
With need comes job. Each need can generate unlimited jobs, but only one job can fulfill the need. cc @GrahamHill @wimrampen #ux #cem
Choypw
Jul 20 12:37:31
This article http://bit.ly/nOVYKa is a good reason to use the #custumerexperiencegame http://bit.ly/qElGnp via @joepine @erikvanstraaten
Choypw
Jul 20 11:55:29
Co-creation is how firm should get job done. CEM is what firm should focus on. They should go hand in hand. cc @GrahamHill
Choypw
Jul 20 11:51:19
What’s Your Platform for Value Co-Creation? http://is.gd/WIvPHj via @GrahamHill #CRM #SCRM #cocreation #cem
Choypw
Jul 20 04:28:31
Creativity - 37 Articles to Get Your Brainzooming http://bit.ly/eQ2w9k via @Brainzooming #creativity
Choypw
Jul 20 03:03:58
How to Prevent Your Customers From Failing http://bit.ly/ppy1Np #crm #cem
Choypw
Jul 20 02:46:03
Action, not Trust, is Social Currency http://twrt.me/xfikj via @samfiorella @jeanniecw
Choypw
Jul 20 01:34:06
Improve your customer's retail experience and boost sales with digital signage http://ow.ly/5IhJu via @method_inc
Choypw
Jul 20 01:31:31
12 Most Basic Elements For Building A Community Around Your Brand http://twrt.me/bz4bt via @SeanMcGinnis @tedcoine
Choypw
Jul 20 01:29:15
Predicting customer's next move and exceeding their expectations is critical to success in 2012 via @mrhoffman #crm #cem
Choypw
Jul 20 01:27:27
"Love the people who treat you right. Forget about the ones who don't." [Works for brands too, ya know...] via @MichaelHinshaw
Choypw
Jul 19 16:48:36
A Brand is Bigger Than Performance http://lnkd.in/PDt6z6
Choypw
Jul 19 08:32:47
9 observations on the retail shopping experience http://wp.me/p13YWP-BN via @thecustomerblog #cem
Choypw
Jul 19 02:50:34
Smart brands retain the ability to “feel” even if they may obsess over analytics. http://t.co/UpgElUQ via @frogdesign
Choypw
Jul 19 00:40:48
Interactions, Engagement & Ecosystems http://ow.ly/5Hisn via @MichaelHinshaw
Choypw
Tweets of 12-18 Jul 2011
Jul 18 17:59:07
How Good Designers Think : http://t.co/889YMTo via @thecustomerblog
Choypw
Jul 18 17:44:42
#CXO Chat wra > #SupplyChain or Cust Value Chain? http://bit.ly/nppLk3 @Marcio_Saito @SteveMassi @ThinDifference @KreusslerInc @Choypw
Natasha_D_G
Jul 18 17:20:38
Appreciate the RT! @Natasha_D_G | Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, +ER! #cem
Choypw
Jul 18 16:58:17
Customer first, employee always, brand "last." #cxo
Choypw
Jul 18 16:55:00
Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, +ER! #cxo
Choypw
Jul 18 16:36:23
Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, ???ER!!! #cxo
Choypw
Jul 18 16:32:27
Yes, yet I like idea of turbocharging hearts for more impact RT @Choypw: The best experience doesnt come from tech but heart #cxo
Ken_Rosen
Jul 18 16:31:08
The best experience doesn't come from tech but heart. #cxo
Choypw
Jul 18 16:29:32
Why Winners Win: 1st they win against their own fear, doubt & insecurity, then read on http://t.co/kbnt1Ay via @mich8elwu #psych #biz
Choypw
Jul 18 16:28:23
Even emoticon is just an icon... :( #cxo
Choypw
Jul 18 16:26:25
Never rely on tech for delightful customer experience! Experience is about emotion! Tech is emotionless!!! #cxo
Choypw
Jul 18 16:22:49
incentives & recognition boost goal alignment RT @Choypw: Break silos first by goal alignment then employee engagement. #cxo
clearaction
Jul 18 16:21:55
Break silos first by goal alignment then employee engagement. #cxo
Choypw
Jul 18 16:18:52
WIIFM (from top to bottom) is key to customer centricity. NQA! #cxo
Choypw
Jul 18 16:09:47
WIIFC (whats in it for the customer) RT @Choypw: Empathy is the big word. Just ask WIIFM. Always ask WIIFM. #cxo
clearaction
Jul 18 16:08:40
Empathy is the big word. Just ask WIIFM. Always ask WIIFM. #cxo
Choypw
Jul 18 14:18:47
My simple defintion of customer centricity: The ONE who pays you money placed at the center of everything you do via @joepine
Choypw
Jul 18 01:56:56
Creating “value” beyond the point of production: branding, financialization and market capitalization http://bit.ly/mZt5BG via @wimrampen
Choypw
Jul 17 18:37:24
User needs to get job done +ER! Fulfill that need with +ER JOB! Tool is to make JOB happen! #cem
Choypw
Jul 17 18:28:44
@Choypw also check out this video http://bit.ly/mRn4gv
wimrampen
Jul 17 18:13:32
@wimrampen So milkshake is neither job nor need. It's just a tool. The job is to employ a tool to kill time. That's rational need? 2/2
Choypw
Jul 17 18:11:27
@wimrampen I remember one milkshake example. User buys milkshake not for milkshake. User buys it to kill time while driving long haul. 1/2
Choypw
Jul 17 18:11:07
@Choypw don't get carried away now with words Daryl.. this is not lingo ;) Here's the approach: http://bit.ly/fzh6Kl
wimrampen
Jul 17 18:09:34
@wimrampen You could see how the job concept complicates everything when we also consider the difference between want and need.
Choypw
Jul 17 18:01:01
@Choypw I use "job", "customer job" or "job-to-be-done" all for same thing.. twitter only has 140 chars you know.. ;)
wimrampen
Jul 17 17:56:49
@wimrampen So does user initiate need, or job, or job-to-be-done? 3/3 cc @GrahamHill
Choypw
Jul 17 17:55:25
@wimrampen User needs to get job done. So to get job done is need, right? 2/x cc @GrahamHill
Choypw
Jul 17 17:54:05
@wimrampen Wim, it's not right. If job is need, then how could job-to-be-done is also need? 1/x cc @GrahamHill
Choypw
Jul 17 17:46:10
@Choypw yes :) and I hope you'll start using the Job-to-be-done approach to see what Customer needs your company is not yet satisfying..
wimrampen
Jul 17 17:45:43
@GrahamHill Graham, do you agree that job is need and need is job? cc @wimrampen
Choypw
Jul 17 17:44:50
@wimrampen My take is... job-to-be-done = desired outcome = need.
Choypw
Jul 17 17:43:20
@wimrampen That's important Wim. So job is need and need is job, is that right?
Choypw
Jul 17 17:41:35
@Choypw for job 2: friend-bucket of chicken wings, and the movie theater playing scheme on a screen with clock to ensure you are on time :)
wimrampen
Jul 17 17:39:12
@Choypw depending on which job/need you are trying to satisfy, you may expect different stuff from KFC.. For Job 1: good food quick 3/x
wimrampen
Jul 17 17:37:46
@Choypw or it could be to pass some time b4 you hit the cinema with your friends and some drinks afterwards.. 2/x
wimrampen
Jul 17 17:36:37
@Choypw [KFC xmpl] job could be to satisfy appetite 4 chicken in convenient way (don't need to prepare) before you go home from work 1/2
wimrampen
Jul 17 17:30:30
@Choypw job & need are different words for the same thing.. BUT, job-to-be-done is a lens/approach/method to uncover needs not satisfied
wimrampen
Jul 17 17:13:55
@wimrampen Another example. I tweet. Because I need to learn? I need to connect with people like you. Need is to learn? What's the job?
Choypw
Jul 17 17:07:29
@wimrampen Another example. I go dinner at KFC. Need is food? Job is to get full? Or not to get hungry again?
Choypw
Jul 17 17:05:41
@wimrampen Take sleep as example. I need to sleep. Why? I am tired? I need energy for next day? Then sleep is need? Energy is job?
Choypw
Jul 17 17:01:15
@GrahamHill @wimrampen Movie is tool. Pacific Place is another. The job is to experience emotional and social pleasure. So what's the need?
Choypw
Jul 17 17:00:41
@Choypw innosight has a good view on the theme too http://bit.ly/du31s
wimrampen
Jul 17 16:47:12
@GrahamHill @wimrampen Job-to-be-done = desired outcome = need?
Choypw
Jul 17 16:38:09
@wimrampen And now the movie is a tool? Do I need to care about the tool? Then what's the job I'm trying to get done? Again, what's my need?
Choypw
Jul 17 16:36:37
@wimrampen When I go movie, I want to be entertained. My need is to be entertained. That's it? So what's the job? I don't know I have a job.
Choypw
Jul 17 15:54:42
@Choypw we are trying to better understand Customer needs.. not jargon.. but need language to explain how we are trying to understand needs
wimrampen
Jul 17 15:53:02
@GrahamHill Now we have tool! Why movie is a tool? In the movie case, what's need? What's job? cc @wimrampen
Choypw
Jul 17 15:46:05
@Choypw The movie is a tool. You could have used other tools to do the same jobs, like going for a meal at Pacific Place cc @wimrampen
GrahamHill
Jul 17 15:43:00
@wimrampen Are we really creating too much unnecessary jargons here?I'm more confused now. Need? Job?Job-to-be-done? What's the difference?
Choypw
Jul 17 15:42:36
@Choypw Going to the movies is a TOOL you hire to do e.g. emotional (entertainment) and social (going with friends jobs. cc @wimrampen
GrahamHill
Jul 17 15:36:23
Building a Customer Experience that Creates Value for Customers... And for Companies: http://t.co/48hvn3Q via @wimrampen #cem
Choypw
Jul 17 15:32:55
@Choypw it's not "needs" or "jobs". Job-to-be-done is a lens to help you understand customer needs better http://bit.ly/ncaAua (pdf)
wimrampen
Jul 17 14:16:24
@Choypw what this does to the way you think abt who is competition? Jobs-tb-done provides a wider and sharper lens, for a better picture 3/3
wimrampen
Jul 17 14:14:47
@Choypw think of possibilities for the movie theater to adjust their offering, depending on the job you want to get done.. And think of 2/x
wimrampen
Jul 17 14:12:56
@Choypw so, "the movies" is your tool for different jobs you want done and outcomes you desire.. An alternative way to describe "needs" 1/x
wimrampen
Jul 17 13:59:05
@wimrampen @GrahamHill I go movie to kill time, spend time with friends, be entertained? So why I do sth is job? And that sth is need?
Choypw
Jul 17 12:53:25
@Choypw why do you go to the movies? cc. @GrahamHill
wimrampen
Jul 17 12:11:48
@wimrampen @GrahamHill Job and need are confusing. I go watch movie. Is that job or need? I go pee. Is that job or need?
Choypw
Jul 17 12:05:30
@GrahamHill @wimrampen So job is need-based?
Choypw
Jul 17 11:38:06
@Choypw I use the concept of customer jobs to be doe and desired outcomes as a way to understand customer needs pragmatically cc @wimrampen
GrahamHill
Jul 17 11:33:25
FB sucks. http://lnkd.in/KHeCe5
Choypw
Jul 17 11:25:36
What exactly is the difference between job and need? cc @GrahamHill @wimrampen
Choypw
Jul 16 09:03:04
#CoCreation isn't about SHARING value. That's GDLogic thinking. It's about CREATING value together #SDLogic. via @GrahamHill @markjbradford
Choypw
Jul 16 05:28:39
Baseball and The Customer Experience http://j.mp/n6OwSI via @bsdalton @DeliverBliss #cem #slow
Choypw
Jul 15 15:50:46
Seven Personality Traits of Top Salespeople - Harvard Business Review http://ow.ly/5s5bK via @peterfromottawa #bizdev #usguys #sales
Choypw
Jul 15 15:35:09
When interacting with customers, did you create a 10 seconds memory or a 10 year memory? Its all in the memories via @LiorStrativity #cem
Choypw
Jul 15 15:34:28
A Five Star Learning Experience from Strategic Horizons; It transformed my company http://t.co/rRV69DE via @joepine @GetBillG
Choypw
Jul 15 15:32:31
Memory and engagement are keys to experiences. via @joepine #cem
Choypw
Jul 15 14:34:26
Co-creation – From the existing users to new users http://bit.ly/hnQVns via @joepine @Jabaldaia
Choypw
Jul 15 14:32:10
Business as unusual: How do you approach customer experience in the 'new normal'? http://t.co/5JAhJkx via @thecustomerblog #cem
Choypw
Jul 15 12:09:55
The Psychology of Sharing reveals groundbreaking research filling this knowledge gap. http://t.co/WNN4j1D via @thecustomerblog
Choypw
Jul 15 08:33:18
Great compagnies solve problems customers have yet to anticipate http://flpbd.it/PvPC @eYeka via @GrahamHill @nborgis
Choypw
Jul 15 05:34:20
How user gets what user needs: initiate job, search choice, use value, share experience. #cem
Choypw
Jul 15 01:36:04
Brand only lives once. Do experience right everytime. #cem
Choypw
Jul 14 14:21:33
It's hard to change perceptions, so do experience right the first time then everytime.
Choypw
Jul 14 12:34:08
With the "design well" model, communicate more deeply to more people over a longer period of time. http://t.co/qj9q9iD via @MARTYneumeier
Choypw
Jul 14 00:20:55
Brand promises must match customer experience: If they don't align, word will travel. via @KnowledgeBishop #custserv #cem
Choypw
Jul 13 04:48:34
7 Value Levers to Improve Marketing Productivity http://t.co/KupyVlt via @thecustomerblog
Choypw
Jul 12 15:54:04
Importance of employee level measurement in customer satisfaction tracking http://bit.ly/fn8YWi via @jimsmiller @gregbeavers #CEM #custsat
Choypw
Jul 12 15:53:07
Prof Edward Lawler on mass customizing employee relationships http://onforb.es/p6hwzx via @joepine
Choypw
Jul 12 14:12:33
On the gap between what is and what could be http://bit.ly/jkEeAr via @nancyduarte @tamardull @nedkumar
Choypw
Jul 12 14:10:46
What would your customers no longer be able to do or be if your product or service didn't exist? via @LindaIreland #cem
Choypw
Jul 12 14:07:15
Don't give customers what they want (you'll go bankrupt), give them what they value via @LindaIreland @cmexchange #CEM
Choypw
How Good Designers Think : http://t.co/889YMTo via @thecustomerblog
Choypw
Jul 18 17:44:42
#CXO Chat wra > #SupplyChain or Cust Value Chain? http://bit.ly/nppLk3 @Marcio_Saito @SteveMassi @ThinDifference @KreusslerInc @Choypw
Natasha_D_G
Jul 18 17:20:38
Appreciate the RT! @Natasha_D_G | Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, +ER! #cem
Choypw
Jul 18 16:58:17
Customer first, employee always, brand "last." #cxo
Choypw
Jul 18 16:55:00
Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, +ER! #cxo
Choypw
Jul 18 16:36:23
Add "er" to every touchpoint to create a unique experience: fastER, cheapER, bettER, ???ER!!! #cxo
Choypw
Jul 18 16:32:27
Yes, yet I like idea of turbocharging hearts for more impact RT @Choypw: The best experience doesnt come from tech but heart #cxo
Ken_Rosen
Jul 18 16:31:08
The best experience doesn't come from tech but heart. #cxo
Choypw
Jul 18 16:29:32
Why Winners Win: 1st they win against their own fear, doubt & insecurity, then read on http://t.co/kbnt1Ay via @mich8elwu #psych #biz
Choypw
Jul 18 16:28:23
Even emoticon is just an icon... :( #cxo
Choypw
Jul 18 16:26:25
Never rely on tech for delightful customer experience! Experience is about emotion! Tech is emotionless!!! #cxo
Choypw
Jul 18 16:22:49
incentives & recognition boost goal alignment RT @Choypw: Break silos first by goal alignment then employee engagement. #cxo
clearaction
Jul 18 16:21:55
Break silos first by goal alignment then employee engagement. #cxo
Choypw
Jul 18 16:18:52
WIIFM (from top to bottom) is key to customer centricity. NQA! #cxo
Choypw
Jul 18 16:09:47
WIIFC (whats in it for the customer) RT @Choypw: Empathy is the big word. Just ask WIIFM. Always ask WIIFM. #cxo
clearaction
Jul 18 16:08:40
Empathy is the big word. Just ask WIIFM. Always ask WIIFM. #cxo
Choypw
Jul 18 14:18:47
My simple defintion of customer centricity: The ONE who pays you money placed at the center of everything you do via @joepine
Choypw
Jul 18 01:56:56
Creating “value” beyond the point of production: branding, financialization and market capitalization http://bit.ly/mZt5BG via @wimrampen
Choypw
Jul 17 18:37:24
User needs to get job done +ER! Fulfill that need with +ER JOB! Tool is to make JOB happen! #cem
Choypw
Jul 17 18:28:44
@Choypw also check out this video http://bit.ly/mRn4gv
wimrampen
Jul 17 18:13:32
@wimrampen So milkshake is neither job nor need. It's just a tool. The job is to employ a tool to kill time. That's rational need? 2/2
Choypw
Jul 17 18:11:27
@wimrampen I remember one milkshake example. User buys milkshake not for milkshake. User buys it to kill time while driving long haul. 1/2
Choypw
Jul 17 18:11:07
@Choypw don't get carried away now with words Daryl.. this is not lingo ;) Here's the approach: http://bit.ly/fzh6Kl
wimrampen
Jul 17 18:09:34
@wimrampen You could see how the job concept complicates everything when we also consider the difference between want and need.
Choypw
Jul 17 18:01:01
@Choypw I use "job", "customer job" or "job-to-be-done" all for same thing.. twitter only has 140 chars you know.. ;)
wimrampen
Jul 17 17:56:49
@wimrampen So does user initiate need, or job, or job-to-be-done? 3/3 cc @GrahamHill
Choypw
Jul 17 17:55:25
@wimrampen User needs to get job done. So to get job done is need, right? 2/x cc @GrahamHill
Choypw
Jul 17 17:54:05
@wimrampen Wim, it's not right. If job is need, then how could job-to-be-done is also need? 1/x cc @GrahamHill
Choypw
Jul 17 17:46:10
@Choypw yes :) and I hope you'll start using the Job-to-be-done approach to see what Customer needs your company is not yet satisfying..
wimrampen
Jul 17 17:45:43
@GrahamHill Graham, do you agree that job is need and need is job? cc @wimrampen
Choypw
Jul 17 17:44:50
@wimrampen My take is... job-to-be-done = desired outcome = need.
Choypw
Jul 17 17:43:20
@wimrampen That's important Wim. So job is need and need is job, is that right?
Choypw
Jul 17 17:41:35
@Choypw for job 2: friend-bucket of chicken wings, and the movie theater playing scheme on a screen with clock to ensure you are on time :)
wimrampen
Jul 17 17:39:12
@Choypw depending on which job/need you are trying to satisfy, you may expect different stuff from KFC.. For Job 1: good food quick 3/x
wimrampen
Jul 17 17:37:46
@Choypw or it could be to pass some time b4 you hit the cinema with your friends and some drinks afterwards.. 2/x
wimrampen
Jul 17 17:36:37
@Choypw [KFC xmpl] job could be to satisfy appetite 4 chicken in convenient way (don't need to prepare) before you go home from work 1/2
wimrampen
Jul 17 17:30:30
@Choypw job & need are different words for the same thing.. BUT, job-to-be-done is a lens/approach/method to uncover needs not satisfied
wimrampen
Jul 17 17:13:55
@wimrampen Another example. I tweet. Because I need to learn? I need to connect with people like you. Need is to learn? What's the job?
Choypw
Jul 17 17:07:29
@wimrampen Another example. I go dinner at KFC. Need is food? Job is to get full? Or not to get hungry again?
Choypw
Jul 17 17:05:41
@wimrampen Take sleep as example. I need to sleep. Why? I am tired? I need energy for next day? Then sleep is need? Energy is job?
Choypw
Jul 17 17:01:15
@GrahamHill @wimrampen Movie is tool. Pacific Place is another. The job is to experience emotional and social pleasure. So what's the need?
Choypw
Jul 17 17:00:41
@Choypw innosight has a good view on the theme too http://bit.ly/du31s
wimrampen
Jul 17 16:47:12
@GrahamHill @wimrampen Job-to-be-done = desired outcome = need?
Choypw
Jul 17 16:38:09
@wimrampen And now the movie is a tool? Do I need to care about the tool? Then what's the job I'm trying to get done? Again, what's my need?
Choypw
Jul 17 16:36:37
@wimrampen When I go movie, I want to be entertained. My need is to be entertained. That's it? So what's the job? I don't know I have a job.
Choypw
Jul 17 15:54:42
@Choypw we are trying to better understand Customer needs.. not jargon.. but need language to explain how we are trying to understand needs
wimrampen
Jul 17 15:53:02
@GrahamHill Now we have tool! Why movie is a tool? In the movie case, what's need? What's job? cc @wimrampen
Choypw
Jul 17 15:46:05
@Choypw The movie is a tool. You could have used other tools to do the same jobs, like going for a meal at Pacific Place cc @wimrampen
GrahamHill
Jul 17 15:43:00
@wimrampen Are we really creating too much unnecessary jargons here?I'm more confused now. Need? Job?Job-to-be-done? What's the difference?
Choypw
Jul 17 15:42:36
@Choypw Going to the movies is a TOOL you hire to do e.g. emotional (entertainment) and social (going with friends jobs. cc @wimrampen
GrahamHill
Jul 17 15:36:23
Building a Customer Experience that Creates Value for Customers... And for Companies: http://t.co/48hvn3Q via @wimrampen #cem
Choypw
Jul 17 15:32:55
@Choypw it's not "needs" or "jobs". Job-to-be-done is a lens to help you understand customer needs better http://bit.ly/ncaAua (pdf)
wimrampen
Jul 17 14:16:24
@Choypw what this does to the way you think abt who is competition? Jobs-tb-done provides a wider and sharper lens, for a better picture 3/3
wimrampen
Jul 17 14:14:47
@Choypw think of possibilities for the movie theater to adjust their offering, depending on the job you want to get done.. And think of 2/x
wimrampen
Jul 17 14:12:56
@Choypw so, "the movies" is your tool for different jobs you want done and outcomes you desire.. An alternative way to describe "needs" 1/x
wimrampen
Jul 17 13:59:05
@wimrampen @GrahamHill I go movie to kill time, spend time with friends, be entertained? So why I do sth is job? And that sth is need?
Choypw
Jul 17 12:53:25
@Choypw why do you go to the movies? cc. @GrahamHill
wimrampen
Jul 17 12:11:48
@wimrampen @GrahamHill Job and need are confusing. I go watch movie. Is that job or need? I go pee. Is that job or need?
Choypw
Jul 17 12:05:30
@GrahamHill @wimrampen So job is need-based?
Choypw
Jul 17 11:38:06
@Choypw I use the concept of customer jobs to be doe and desired outcomes as a way to understand customer needs pragmatically cc @wimrampen
GrahamHill
Jul 17 11:33:25
FB sucks. http://lnkd.in/KHeCe5
Choypw
Jul 17 11:25:36
What exactly is the difference between job and need? cc @GrahamHill @wimrampen
Choypw
Jul 16 09:03:04
#CoCreation isn't about SHARING value. That's GDLogic thinking. It's about CREATING value together #SDLogic. via @GrahamHill @markjbradford
Choypw
Jul 16 05:28:39
Baseball and The Customer Experience http://j.mp/n6OwSI via @bsdalton @DeliverBliss #cem #slow
Choypw
Jul 15 15:50:46
Seven Personality Traits of Top Salespeople - Harvard Business Review http://ow.ly/5s5bK via @peterfromottawa #bizdev #usguys #sales
Choypw
Jul 15 15:35:09
When interacting with customers, did you create a 10 seconds memory or a 10 year memory? Its all in the memories via @LiorStrativity #cem
Choypw
Jul 15 15:34:28
A Five Star Learning Experience from Strategic Horizons; It transformed my company http://t.co/rRV69DE via @joepine @GetBillG
Choypw
Jul 15 15:32:31
Memory and engagement are keys to experiences. via @joepine #cem
Choypw
Jul 15 14:34:26
Co-creation – From the existing users to new users http://bit.ly/hnQVns via @joepine @Jabaldaia
Choypw
Jul 15 14:32:10
Business as unusual: How do you approach customer experience in the 'new normal'? http://t.co/5JAhJkx via @thecustomerblog #cem
Choypw
Jul 15 12:09:55
The Psychology of Sharing reveals groundbreaking research filling this knowledge gap. http://t.co/WNN4j1D via @thecustomerblog
Choypw
Jul 15 08:33:18
Great compagnies solve problems customers have yet to anticipate http://flpbd.it/PvPC @eYeka via @GrahamHill @nborgis
Choypw
Jul 15 05:34:20
How user gets what user needs: initiate job, search choice, use value, share experience. #cem
Choypw
Jul 15 01:36:04
Brand only lives once. Do experience right everytime. #cem
Choypw
Jul 14 14:21:33
It's hard to change perceptions, so do experience right the first time then everytime.
Choypw
Jul 14 12:34:08
With the "design well" model, communicate more deeply to more people over a longer period of time. http://t.co/qj9q9iD via @MARTYneumeier
Choypw
Jul 14 00:20:55
Brand promises must match customer experience: If they don't align, word will travel. via @KnowledgeBishop #custserv #cem
Choypw
Jul 13 04:48:34
7 Value Levers to Improve Marketing Productivity http://t.co/KupyVlt via @thecustomerblog
Choypw
Jul 12 15:54:04
Importance of employee level measurement in customer satisfaction tracking http://bit.ly/fn8YWi via @jimsmiller @gregbeavers #CEM #custsat
Choypw
Jul 12 15:53:07
Prof Edward Lawler on mass customizing employee relationships http://onforb.es/p6hwzx via @joepine
Choypw
Jul 12 14:12:33
On the gap between what is and what could be http://bit.ly/jkEeAr via @nancyduarte @tamardull @nedkumar
Choypw
Jul 12 14:10:46
What would your customers no longer be able to do or be if your product or service didn't exist? via @LindaIreland #cem
Choypw
Jul 12 14:07:15
Don't give customers what they want (you'll go bankrupt), give them what they value via @LindaIreland @cmexchange #CEM
Choypw
Tweets of 5-11 Jul 2011
Jul 11 16:24:12
Relevancy factor - true RT @Choypw: Right time is preferred to real time. :) #CXO
Vivisimo_Inc
Jul 11 16:24:06
and right info RT @Choypw: Right time is preferred to real time. :) #cxo
parissab
Jul 11 16:23:47
Right time is preferred to real time. :) #cxo
Choypw
Jul 11 16:22:55
Manage value chain leading to each touchpoint RT @Choypw: Make every touchpoint valuable, then the chain will be valuable. #cxo
clearaction
Jul 11 16:21:40
Make every touchpoint valuable, then the chain will be valuable. #cxo
Choypw
Jul 11 16:19:23
The better communication throughout the company, the better customer experience. via @LovelyLu #cem #cxo
Choypw
Jul 11 16:18:29
The chain is just like touchline. Be effective! Be efficient! Faster! Cheaper! Better! #cxo
Choypw
Jul 11 16:16:41
The stronger the chain, the better the experience. Not just supply chain, but value chain! #cxo
Choypw
Jul 11 16:15:20
Figure out who the next downstream internal/external customer is and what they need. via @morrismichellek 2/2 #cxo
Choypw
Jul 11 16:14:50
Everyone in the chain has a customer. via @morrismichellek 1/2 #cxo
Choypw
Jul 11 16:10:14
@Choypw loyalty is a two way street... excellent comment #cxo
parissab
Jul 11 16:09:41
I'd add consider employee viewpoint, too. RT @Choypw: Treat vendor as customer, then include them in the communication loop. :) #cxo
jeanniecw
Jul 11 16:08:53
Treat vendor as customer, then you will never forget to include them in the communication loop. :) #cxo
Choypw
Jul 11 16:06:57
How do you manage updating partners on latest company information to foster dynamic relations? | Is that about accountability? #scm #cxo
Choypw
Jul 11 15:44:02
The Updated Edition of The Experience Economy: http://t.co/5NITRC9 via @joepine #cem
Choypw
Jul 11 12:46:36
Download the guide Co-Creation for Positive Impact http://bit.ly/qzgUMe via @GrahamHill @openp2pdesign @onsustain @Enviu #cocreation
Choypw
Jul 10 18:08:21
How To Download All Your Twitter Updates http://t.co/xu6vKCb
Choypw
Jul 10 10:49:29
If #zmot is not a project initiated by #Google, would it get the attention it deserves?
Choypw
Jul 10 09:31:43
ZMOT is just about interaction with mind. FMOT is about interaction with 5 senses. That's it. #zmot #cem
Choypw
Jul 09 16:39:17
@nedkumar @Choypw I got Observe Orient Decide Act: http://en.wikipedia.org/wiki/OODA_loop Always loop it!
Kim_Bruning
Jul 09 07:34:46
"First we make our habits, then our habits make us." Charles Noble via @nedkumar
Choypw
Jul 09 07:33:55
The top 6 business books of all time - http://econ.st/rrdxwY via @claychristensen
Choypw
Jul 09 06:08:25
Harnessing the Power of Feedback Loops http://goo.gl/stxiw via @nedkumar #gamification #psychology #strategy
Choypw
Jul 08 18:40:25
Three Steps to Handling the Unexpected - Peter Bregman - Harvard Business Review: http://bit.ly/pJ2HvE
Choypw
Jul 08 18:35:27
Apple’s Retail Success Is More Than Magic - Steve Denning - RETHINK - Forbes http://lnkd.in/ds36AA
Choypw
Jul 08 18:26:12
Motivating Employees Who Fail to Finish | BNET http://lnkd.in/Sz65gH
Choypw
Jul 08 18:19:08
The Most Important Question Peter Thiel Asks Any Startup Looking For Money http://lnkd.in/cxnx6a
Choypw
Jul 08 18:12:17
Are you trying to generate WOM, or are you trying to help your Customers so that they recommend you to their friends? via @wimrampen #cem
Choypw
Jul 08 15:37:18
How about doing this in business and the customer experience? http://t.co/AmpGKv7 via @thecustomerblog #cem
Choypw
Jul 08 08:52:09
Give your customers a story to tell and they'll tell it for free. http://wp.me/prvep-1S via @Cogiva
Choypw
Jul 08 00:16:16
The secret of customer experience innovation http://t.co/wAu7a56 via @thecustomerblog #cem
Choypw
Jul 08 00:15:32
The Best Elevator Pitch EVER!! http://ow.ly/5z5Kw via @tedcoine @westfallonline
Choypw
Jul 06 13:27:51
The Difference Between Great Versus Good Customer Service is Anticipation Versus Asking http://bit.ly/iUqaH5 via @Assistly #custserv
Choypw
Jul 06 10:42:56
Customer Experience Is More Important Than Advertising http://t.co/w1th2Ob via @TomEggemeier #custserv #cem
Choypw
Jul 06 10:42:05
Use "and" not "but" - "but" is an eraser. "Top 25 Ways to Win Arguments" http://bit.ly/janSZ5 via @Leadershipfreak @tedcoine
Choypw
Jul 06 05:38:32
"There is both art and science to building a great customer experience." http://ow.ly/5xat7 via @MichaelHinshaw #cem
Choypw
Jul 06 05:29:34
Brands as information services http://bit.ly/kBkm0N via @wimrampen @tdebaillon
Choypw
Jul 06 05:28:19
Find ways to improve customer experience while also producing business value. http://ow.ly/5xbac via @MichaelHinshaw #cem
Choypw
Jul 06 05:23:14
Personal channel preference: 1) self-service 2) chat 3) social 4) email 5) WALK to store 6) call on phone via @KnowledgeBishop #cem
Choypw
Jul 06 04:33:14
50 Facts about Customer Experience http://t.co/PyM8hen via @wibiya @ErikPosthuma @pchando #cem
Choypw
Jul 05 13:34:01
Marketing vs customer value: http://t.co/uBG6VIh via @thecustomerblog
Choypw
Jul 05 13:00:33
Success is available to ALL who choose "want most" over "want now." via @KnowledgeBishop #motivation #wisdom
Choypw
Jul 05 12:59:38
7 lessons in service design http://wp.me/p13YWP-Ag via @thecustomerblog #cem
Choypw
Jul 05 05:14:20
Consistent integrity produces credibility. #leadbiz #leadership
Choypw
Relevancy factor - true RT @Choypw: Right time is preferred to real time. :) #CXO
Vivisimo_Inc
Jul 11 16:24:06
and right info RT @Choypw: Right time is preferred to real time. :) #cxo
parissab
Jul 11 16:23:47
Right time is preferred to real time. :) #cxo
Choypw
Jul 11 16:22:55
Manage value chain leading to each touchpoint RT @Choypw: Make every touchpoint valuable, then the chain will be valuable. #cxo
clearaction
Jul 11 16:21:40
Make every touchpoint valuable, then the chain will be valuable. #cxo
Choypw
Jul 11 16:19:23
The better communication throughout the company, the better customer experience. via @LovelyLu #cem #cxo
Choypw
Jul 11 16:18:29
The chain is just like touchline. Be effective! Be efficient! Faster! Cheaper! Better! #cxo
Choypw
Jul 11 16:16:41
The stronger the chain, the better the experience. Not just supply chain, but value chain! #cxo
Choypw
Jul 11 16:15:20
Figure out who the next downstream internal/external customer is and what they need. via @morrismichellek 2/2 #cxo
Choypw
Jul 11 16:14:50
Everyone in the chain has a customer. via @morrismichellek 1/2 #cxo
Choypw
Jul 11 16:10:14
@Choypw loyalty is a two way street... excellent comment #cxo
parissab
Jul 11 16:09:41
I'd add consider employee viewpoint, too. RT @Choypw: Treat vendor as customer, then include them in the communication loop. :) #cxo
jeanniecw
Jul 11 16:08:53
Treat vendor as customer, then you will never forget to include them in the communication loop. :) #cxo
Choypw
Jul 11 16:06:57
How do you manage updating partners on latest company information to foster dynamic relations? | Is that about accountability? #scm #cxo
Choypw
Jul 11 15:44:02
The Updated Edition of The Experience Economy: http://t.co/5NITRC9 via @joepine #cem
Choypw
Jul 11 12:46:36
Download the guide Co-Creation for Positive Impact http://bit.ly/qzgUMe via @GrahamHill @openp2pdesign @onsustain @Enviu #cocreation
Choypw
Jul 10 18:08:21
How To Download All Your Twitter Updates http://t.co/xu6vKCb
Choypw
Jul 10 10:49:29
If #zmot is not a project initiated by #Google, would it get the attention it deserves?
Choypw
Jul 10 09:31:43
ZMOT is just about interaction with mind. FMOT is about interaction with 5 senses. That's it. #zmot #cem
Choypw
Jul 09 16:39:17
@nedkumar @Choypw I got Observe Orient Decide Act: http://en.wikipedia.org/wiki/OODA_loop Always loop it!
Kim_Bruning
Jul 09 07:34:46
"First we make our habits, then our habits make us." Charles Noble via @nedkumar
Choypw
Jul 09 07:33:55
The top 6 business books of all time - http://econ.st/rrdxwY via @claychristensen
Choypw
Jul 09 06:08:25
Harnessing the Power of Feedback Loops http://goo.gl/stxiw via @nedkumar #gamification #psychology #strategy
Choypw
Jul 08 18:40:25
Three Steps to Handling the Unexpected - Peter Bregman - Harvard Business Review: http://bit.ly/pJ2HvE
Choypw
Jul 08 18:35:27
Apple’s Retail Success Is More Than Magic - Steve Denning - RETHINK - Forbes http://lnkd.in/ds36AA
Choypw
Jul 08 18:26:12
Motivating Employees Who Fail to Finish | BNET http://lnkd.in/Sz65gH
Choypw
Jul 08 18:19:08
The Most Important Question Peter Thiel Asks Any Startup Looking For Money http://lnkd.in/cxnx6a
Choypw
Jul 08 18:12:17
Are you trying to generate WOM, or are you trying to help your Customers so that they recommend you to their friends? via @wimrampen #cem
Choypw
Jul 08 15:37:18
How about doing this in business and the customer experience? http://t.co/AmpGKv7 via @thecustomerblog #cem
Choypw
Jul 08 08:52:09
Give your customers a story to tell and they'll tell it for free. http://wp.me/prvep-1S via @Cogiva
Choypw
Jul 08 00:16:16
The secret of customer experience innovation http://t.co/wAu7a56 via @thecustomerblog #cem
Choypw
Jul 08 00:15:32
The Best Elevator Pitch EVER!! http://ow.ly/5z5Kw via @tedcoine @westfallonline
Choypw
Jul 06 13:27:51
The Difference Between Great Versus Good Customer Service is Anticipation Versus Asking http://bit.ly/iUqaH5 via @Assistly #custserv
Choypw
Jul 06 10:42:56
Customer Experience Is More Important Than Advertising http://t.co/w1th2Ob via @TomEggemeier #custserv #cem
Choypw
Jul 06 10:42:05
Use "and" not "but" - "but" is an eraser. "Top 25 Ways to Win Arguments" http://bit.ly/janSZ5 via @Leadershipfreak @tedcoine
Choypw
Jul 06 05:38:32
"There is both art and science to building a great customer experience." http://ow.ly/5xat7 via @MichaelHinshaw #cem
Choypw
Jul 06 05:29:34
Brands as information services http://bit.ly/kBkm0N via @wimrampen @tdebaillon
Choypw
Jul 06 05:28:19
Find ways to improve customer experience while also producing business value. http://ow.ly/5xbac via @MichaelHinshaw #cem
Choypw
Jul 06 05:23:14
Personal channel preference: 1) self-service 2) chat 3) social 4) email 5) WALK to store 6) call on phone via @KnowledgeBishop #cem
Choypw
Jul 06 04:33:14
50 Facts about Customer Experience http://t.co/PyM8hen via @wibiya @ErikPosthuma @pchando #cem
Choypw
Jul 05 13:34:01
Marketing vs customer value: http://t.co/uBG6VIh via @thecustomerblog
Choypw
Jul 05 13:00:33
Success is available to ALL who choose "want most" over "want now." via @KnowledgeBishop #motivation #wisdom
Choypw
Jul 05 12:59:38
7 lessons in service design http://wp.me/p13YWP-Ag via @thecustomerblog #cem
Choypw
Jul 05 05:14:20
Consistent integrity produces credibility. #leadbiz #leadership
Choypw
Tweets of 28 Jun-4 Jul 2011
Jul 04 19:33:20
"When Every Customer Is a New Customer http://t.co/eJBCgC9
via @wimrampen #cem"
Choypw
Jul 04 14:23:38
Measuring the Success of Customer Experience Efforts: http://adobe.ly/lGuWzo via @AdobeCEM @LindaIreland #cem
Choypw
Jul 04 12:06:49
Relationship Marketing: Old wine in a new bottle? http://t.co/H4achkE via @thecustomerblog
Choypw
Jul 04 12:04:30
"A Guide To Customer Expectations Regarding Customer Service and Customer Experience http://t.co/wMocYJS via @AddThis @Cogiva #cem"
Choypw
Jul 04 01:59:13
Comparing gamer and employee engagement http://t.co/qACsqBa via @timkastelle @johnt
Choypw
Jul 04 01:58:09
The 4 Levels of Customer Experience http://t.co/h9mVpRf via @simplicableanna #cem
Choypw
Jul 04 01:56:30
15,000 Thoughts per Day http://t.co/GZJwYUa via @wimrampen
Choypw
Jul 03 08:03:16
Harvard study shows customers are an important source of new product ideas http://bit.ly/jUBgHH via @GrahamHill #cocreation #innovation
Choypw
Jul 03 07:58:25
PDCA for knowledge workers = LAMDA http://is.gd/9eDH6d Strong similarities to Design Thinking via @GrahamHill #servdes
Choypw
Jul 02 08:09:27
The 10 Greatest Salespeople of All Time | Inc.com http://lnkd.in/Rmyx-i
Choypw
Jul 01 17:42:49
The future is about connecting the dots rather than focusing on the dots. via @nedkumar @JenniferSertl
Choypw
Jul 01 17:39:26
55% of customers recommend a company because of #customerexperience via @jimsmiller @sirteace @Vivisimo_Inc #cem
Choypw
Jul 01 07:40:35
To create a great #cem, throw out customer or two http://t.co/DjAsxTQ < dont try 2 be all things to all customers via @bsdalton
Choypw
Jun 30 19:41:09
Not just products & services but experiences too! Innovation beyond what we observe http://t.co/0gvbVrb via @joepine @Jabaldaia #cem
Choypw
Jun 30 12:23:43
The Customer Experience Ecosystem — Visualized! http://bit.ly/iNjR5f #cem
Choypw
Jun 30 11:41:35
The importance of design thinking - The New Art And Science Of Great Customer Experience http://t.co/6pcmSVC via @thecustomerblog #cem
Choypw
Jun 30 11:30:09
Mapping the Customer Experience Journey http://t.co/GlbhKjJ via @thecustomerblog #cem
Choypw
Jun 30 11:00:09
Does Your Passion Match Your Aspiration? http://lnkd.in/uwAVAa
Choypw
Jun 30 10:56:12
Make Your Company a Habit http://lnkd.in/MvX4cC
Choypw
Jun 30 10:02:44
Fantastic Cartoons on the Innovation process http://bit.ly/eXTQnG via @joepine @Redesignme @andyc172 @andymayer #innovation
Choypw
Jun 30 10:00:20
Customers are not just data points. Can you put a face to your customers? http://ow.ly/5sfTe via @MichaelHinshaw
Choypw
Jun 30 09:55:12
Revolution tends to get more attention, but don't minimize the importance of evolution. http://ow.ly/5sgvB via @MichaelHinshaw
Choypw
Jun 30 09:52:39
Gamifying exercise: Keas profiled in Fast Company http://ow.ly/5tcGz via @DDDiabetes
Choypw
Jun 30 09:49:52
Co-Creation is nothing unless you understand the principles of #sdlogic http://is.gd/3jfjnG http://bit.ly/jVVZSv via @tipsstartups
Choypw
Jun 29 01:26:00
Enabling the Right Customer Experience Strategy http://tribr.it/eqiko via @Natasha_D_G @jeanniecw #cem
Choypw
Jun 28 05:09:52
Culture Brand http://bit.ly/eBgW4s via @LiorStrativity #employees #cem
Choypw
Jun 28 00:16:58
Every task is an opportunity. Every action has a recipient. Everything you do matters. via @LiorStrativity
Choypw
Jun 28 00:16:04
Originality is the child of knowledge and imagination. via @MARTYneumeier
Choypw
Jun 28 00:14:59
There is no such a thing as a social customer experience - it is a TOTAL customer experience that matters via @glfceo @mich8elwu #cem
Choypw
Jun 28 00:11:04
Return on relationships is trust. via @darbyDARNIT @MakeAWish @bcarroll7 #csmsf
Choypw
"When Every Customer Is a New Customer http://t.co/eJBCgC9
via @wimrampen #cem"
Choypw
Jul 04 14:23:38
Measuring the Success of Customer Experience Efforts: http://adobe.ly/lGuWzo via @AdobeCEM @LindaIreland #cem
Choypw
Jul 04 12:06:49
Relationship Marketing: Old wine in a new bottle? http://t.co/H4achkE via @thecustomerblog
Choypw
Jul 04 12:04:30
"A Guide To Customer Expectations Regarding Customer Service and Customer Experience http://t.co/wMocYJS via @AddThis @Cogiva #cem"
Choypw
Jul 04 01:59:13
Comparing gamer and employee engagement http://t.co/qACsqBa via @timkastelle @johnt
Choypw
Jul 04 01:58:09
The 4 Levels of Customer Experience http://t.co/h9mVpRf via @simplicableanna #cem
Choypw
Jul 04 01:56:30
15,000 Thoughts per Day http://t.co/GZJwYUa via @wimrampen
Choypw
Jul 03 08:03:16
Harvard study shows customers are an important source of new product ideas http://bit.ly/jUBgHH via @GrahamHill #cocreation #innovation
Choypw
Jul 03 07:58:25
PDCA for knowledge workers = LAMDA http://is.gd/9eDH6d Strong similarities to Design Thinking via @GrahamHill #servdes
Choypw
Jul 02 08:09:27
The 10 Greatest Salespeople of All Time | Inc.com http://lnkd.in/Rmyx-i
Choypw
Jul 01 17:42:49
The future is about connecting the dots rather than focusing on the dots. via @nedkumar @JenniferSertl
Choypw
Jul 01 17:39:26
55% of customers recommend a company because of #customerexperience via @jimsmiller @sirteace @Vivisimo_Inc #cem
Choypw
Jul 01 07:40:35
To create a great #cem, throw out customer or two http://t.co/DjAsxTQ < dont try 2 be all things to all customers via @bsdalton
Choypw
Jun 30 19:41:09
Not just products & services but experiences too! Innovation beyond what we observe http://t.co/0gvbVrb via @joepine @Jabaldaia #cem
Choypw
Jun 30 12:23:43
The Customer Experience Ecosystem — Visualized! http://bit.ly/iNjR5f #cem
Choypw
Jun 30 11:41:35
The importance of design thinking - The New Art And Science Of Great Customer Experience http://t.co/6pcmSVC via @thecustomerblog #cem
Choypw
Jun 30 11:30:09
Mapping the Customer Experience Journey http://t.co/GlbhKjJ via @thecustomerblog #cem
Choypw
Jun 30 11:00:09
Does Your Passion Match Your Aspiration? http://lnkd.in/uwAVAa
Choypw
Jun 30 10:56:12
Make Your Company a Habit http://lnkd.in/MvX4cC
Choypw
Jun 30 10:02:44
Fantastic Cartoons on the Innovation process http://bit.ly/eXTQnG via @joepine @Redesignme @andyc172 @andymayer #innovation
Choypw
Jun 30 10:00:20
Customers are not just data points. Can you put a face to your customers? http://ow.ly/5sfTe via @MichaelHinshaw
Choypw
Jun 30 09:55:12
Revolution tends to get more attention, but don't minimize the importance of evolution. http://ow.ly/5sgvB via @MichaelHinshaw
Choypw
Jun 30 09:52:39
Gamifying exercise: Keas profiled in Fast Company http://ow.ly/5tcGz via @DDDiabetes
Choypw
Jun 30 09:49:52
Co-Creation is nothing unless you understand the principles of #sdlogic http://is.gd/3jfjnG http://bit.ly/jVVZSv via @tipsstartups
Choypw
Jun 29 01:26:00
Enabling the Right Customer Experience Strategy http://tribr.it/eqiko via @Natasha_D_G @jeanniecw #cem
Choypw
Jun 28 05:09:52
Culture Brand http://bit.ly/eBgW4s via @LiorStrativity #employees #cem
Choypw
Jun 28 00:16:58
Every task is an opportunity. Every action has a recipient. Everything you do matters. via @LiorStrativity
Choypw
Jun 28 00:16:04
Originality is the child of knowledge and imagination. via @MARTYneumeier
Choypw
Jun 28 00:14:59
There is no such a thing as a social customer experience - it is a TOTAL customer experience that matters via @glfceo @mich8elwu #cem
Choypw
Jun 28 00:11:04
Return on relationships is trust. via @darbyDARNIT @MakeAWish @bcarroll7 #csmsf
Choypw
Tweets of 21-27 Jun 2011
Jun 27 14:57:53
Love Is the Killer App http://bit.ly/m8uPIk via @thestartupdaily @joepine @sanderssays
Choypw
Jun 26 11:31:23
The #BMGEN canvas for Value Co-Creation http://is.gd/SjNuC2 via @GrahamHill cc @wimranpen | Don't quite get it...
Choypw
Jun 26 09:01:05
The Truth About the Economy -Robert Reich connects the dots in less than 2 minutes. http://goo.gl/xBkiE via @nedkumar #economy
Choypw
Jun 26 08:51:15
Want success? "Be so good they can't ignore you." Steve Martin. http://bit.ly/lHWRpO via @Cogiva
Choypw
Jun 26 08:48:57
Are your customers satisfied? http://bit.ly/mbtEEk via @Cogiva
Choypw
Jun 26 06:18:04
Gamification time: what if everything were just a game? http://bbc.in/jVnPng via @welivetoplay @tm_gaming
Choypw
Jun 26 06:12:30
Co-creation and mass customization http://t.co/89tUgV2 via @GrahamHill @surflightroy @ariegoldshlager #cocreation
Choypw
Jun 26 06:09:44
#servicedesign slidesha.re/kI6VSR via @ServiceDesigns @ServiceDesignLK
Choypw
Jun 26 02:21:51
These people are after my own heart: http://t.co/Ls4y9yy via @SunniBrown
Choypw
Jun 25 18:23:30
Our latest 10x10 piece just launched! "Brands as Patterns" discusses how brands should evolve: http://t.co/iEBIElL via @method_inc
Choypw
Jun 25 15:37:03
Creating unified customer experiences - http://bit.ly/mO4RiR via @fgossieaux #cem
Choypw
Jun 25 13:52:25
Customer Experience and Making Good Companies Great: http://t.co/obgesQ9 via @thecustomerblog #cem
Choypw
Jun 25 10:12:08
What is "The Customer Expectation Paradox?" http://dlvr.it/XPjbH via @rbacal #cctr #cem
Choypw
Jun 25 00:34:34
"The We Experience" http://ow.ly/1u3SW8 via @slideshare @BeGamechanger
Choypw
Jun 25 00:30:45
“How do I sell customer experience to the Tops?” http://bit.ly/mzTv6b via @Assistly #cem
Choypw
Jun 24 11:22:00
What 'good' means to me: http://t.co/Mo9Wn60 via @richardbranson
Choypw
Jun 23 23:51:23
Why CMOs Must Learn to Understand the Customer-Experience Ecosystem http://t.co/sDSAvOK via @thecustomerblog #cem
Choypw
Jun 23 23:48:48
"Customer Advocacy and the Branded Experience" http://ow.ly/5oUkZ via @MichaelHinshaw #cem
Choypw
Jun 23 11:51:16
Interesting insight into human behaviour and emotions - http://t.co/YeC0heC via @thecustomerblog
Choypw
Jun 22 16:42:23
Connecting Customer Experience, Metrics and Business Strategy http://tribr.it/2eenw via @Natasha_D_G @LindaIreland #cem
Choypw
Jun 22 14:30:39
Most of the things we take for granted today were once thought "impossible." via @LeadToday @KnowledgeBishop #LeadChange
Choypw
Jun 22 05:43:03
Careful shaping of behaviors helps you deliver good and consistent customer experience. http://ow.ly/5ncKc via @MichaelHinshaw #cem
Choypw
Jun 22 05:37:49
logos (content) + pathos (IxD) + ethos (visual design) = the centre. THEN transfer to touchpoints (mob/web/desk/...) via @frogdesign
Choypw
Jun 21 03:07:05
3 words that make me untrust you in your profile: guru, thinker, 'any religion' via @howardlindzon | lol! I'm just a humble researcher.
Choypw
Jun 21 02:59:05
#cem has a lot to do w/ design, but more to do w/ the people that execute it. via @DeliverBliss @Reaburn http://bit.ly/ihvy2M
Choypw
Jun 21 01:19:16
How deep does your #fans #engage: How much interaction? with how many other fans? and how quickly? http://ow.ly/5m3e7 via @mich8elwu #scrm
Choypw
Jun 21 01:16:50
Achieving Deep Customer Focus: http://t.co/aJ7wRP6 via @wimrampen @ariegoldshlager @mitsmr @smbrown
Choypw
Love Is the Killer App http://bit.ly/m8uPIk via @thestartupdaily @joepine @sanderssays
Choypw
Jun 26 11:31:23
The #BMGEN canvas for Value Co-Creation http://is.gd/SjNuC2 via @GrahamHill cc @wimranpen | Don't quite get it...
Choypw
Jun 26 09:01:05
The Truth About the Economy -Robert Reich connects the dots in less than 2 minutes. http://goo.gl/xBkiE via @nedkumar #economy
Choypw
Jun 26 08:51:15
Want success? "Be so good they can't ignore you." Steve Martin. http://bit.ly/lHWRpO via @Cogiva
Choypw
Jun 26 08:48:57
Are your customers satisfied? http://bit.ly/mbtEEk via @Cogiva
Choypw
Jun 26 06:18:04
Gamification time: what if everything were just a game? http://bbc.in/jVnPng via @welivetoplay @tm_gaming
Choypw
Jun 26 06:12:30
Co-creation and mass customization http://t.co/89tUgV2 via @GrahamHill @surflightroy @ariegoldshlager #cocreation
Choypw
Jun 26 06:09:44
#servicedesign slidesha.re/kI6VSR via @ServiceDesigns @ServiceDesignLK
Choypw
Jun 26 02:21:51
These people are after my own heart: http://t.co/Ls4y9yy via @SunniBrown
Choypw
Jun 25 18:23:30
Our latest 10x10 piece just launched! "Brands as Patterns" discusses how brands should evolve: http://t.co/iEBIElL via @method_inc
Choypw
Jun 25 15:37:03
Creating unified customer experiences - http://bit.ly/mO4RiR via @fgossieaux #cem
Choypw
Jun 25 13:52:25
Customer Experience and Making Good Companies Great: http://t.co/obgesQ9 via @thecustomerblog #cem
Choypw
Jun 25 10:12:08
What is "The Customer Expectation Paradox?" http://dlvr.it/XPjbH via @rbacal #cctr #cem
Choypw
Jun 25 00:34:34
"The We Experience" http://ow.ly/1u3SW8 via @slideshare @BeGamechanger
Choypw
Jun 25 00:30:45
“How do I sell customer experience to the Tops?” http://bit.ly/mzTv6b via @Assistly #cem
Choypw
Jun 24 11:22:00
What 'good' means to me: http://t.co/Mo9Wn60 via @richardbranson
Choypw
Jun 23 23:51:23
Why CMOs Must Learn to Understand the Customer-Experience Ecosystem http://t.co/sDSAvOK via @thecustomerblog #cem
Choypw
Jun 23 23:48:48
"Customer Advocacy and the Branded Experience" http://ow.ly/5oUkZ via @MichaelHinshaw #cem
Choypw
Jun 23 11:51:16
Interesting insight into human behaviour and emotions - http://t.co/YeC0heC via @thecustomerblog
Choypw
Jun 22 16:42:23
Connecting Customer Experience, Metrics and Business Strategy http://tribr.it/2eenw via @Natasha_D_G @LindaIreland #cem
Choypw
Jun 22 14:30:39
Most of the things we take for granted today were once thought "impossible." via @LeadToday @KnowledgeBishop #LeadChange
Choypw
Jun 22 05:43:03
Careful shaping of behaviors helps you deliver good and consistent customer experience. http://ow.ly/5ncKc via @MichaelHinshaw #cem
Choypw
Jun 22 05:37:49
logos (content) + pathos (IxD) + ethos (visual design) = the centre. THEN transfer to touchpoints (mob/web/desk/...) via @frogdesign
Choypw
Jun 21 03:07:05
3 words that make me untrust you in your profile: guru, thinker, 'any religion' via @howardlindzon | lol! I'm just a humble researcher.
Choypw
Jun 21 02:59:05
#cem has a lot to do w/ design, but more to do w/ the people that execute it. via @DeliverBliss @Reaburn http://bit.ly/ihvy2M
Choypw
Jun 21 01:19:16
How deep does your #fans #engage: How much interaction? with how many other fans? and how quickly? http://ow.ly/5m3e7 via @mich8elwu #scrm
Choypw
Jun 21 01:16:50
Achieving Deep Customer Focus: http://t.co/aJ7wRP6 via @wimrampen @ariegoldshlager @mitsmr @smbrown
Choypw
Tweets of 14-20 Jun 2011
Jun 20 16:16:47
B2B and B2C are long irrelevant. Now it's P2P. #cxo
Choypw
Jun 20 06:07:59
Every touchpoint delivers an experience. #ux #cem
Choypw
Jun 20 06:07:24
Focus not on what product does, but how it works instead. That's the basics of positive user experience. #ux #cem
Choypw
Jun 20 03:35:29
"A 1% increase in customer experience quality is equivalent to a 2.2% stock value growth." CFI group via @spokencomm #cem
Choypw
Jun 19 17:28:09
White Crayon Employee Engagement http://icymi.me/uqz2 via @LeadrshpAdvisor @jeanniecw
Choypw
Jun 19 13:12:21
"User has unknown need. Identify it. User has unmet need. Fulfill it.
User has fulfilled need. Improve it. #cem #ux"
Choypw
Jun 19 12:51:59
#Innovation on the Edge http://is.gd/0GtSKx via @GrahamHill @jhagel
Choypw
Jun 19 08:03:20
'By delighting the customer, Apple makes more money than would if set out to make money' http://goo.gl/DJiOy via @GrahamHill @tetradian
Choypw
Jun 19 04:14:17
Panera's Pay-What-You-Want Model http://ow.ly/5l02t via @sly #bmi #servicedesign #socialbusiness #cem
Choypw
Jun 19 04:12:23
When creating customer experiences, what "priceless" experience can you create with an event? via @Brainzooming #cem
Choypw
Jun 18 10:17:25
Customer behaviour: How to navigate the customer journey http://bit.ly/kQpyH7 via @thecustomerblog #cem
Choypw
Jun 18 09:26:45
What does user want? Get more right jobs done right with more positive outcomes! 2/2
Choypw
Jun 18 09:26:01
What does user need? Just get the right job done right with positive outcome! 1/2
Choypw
Jun 18 09:23:50
Marketers are really good at confusing users with jargons: solution, specification, need, benefit, job, outcome, value. Give me a break!
Choypw
Jun 18 09:14:27
Want is mostly nice-to-have, both emotional and social. Need is about must-have, both rational and emotional.
Choypw
Jun 17 16:48:03
Value Management Using Outcome-driven Innovation http://t.co/zP5kgxp via @Strategyn
Choypw
Jun 17 16:09:32
The Economist on Re-envisioning Customer Value http://is.gd/GCSxuU This is based on pundit interviews NOT proper research via @GrahamHill
Choypw
Jun 17 15:24:04
What's the #bestacronym for customer service you've used? Apple's is A.P.P.L.E. http://bit.ly/mG6oAC via @YourCustomers #custserv #cem
Choypw
Jun 17 06:38:53
@Choypw Not so much mkt of nobody as "bloggers buy content about better blogging" model seen online. Comparable oppty was suggested to me.
Brainzooming
Jun 17 06:32:45
@Brainzooming So is that similar to Seth's market of nobody? http://sethgodin.typepad.com/seths_blog/2011/05/marketing-to-nobody.html
Choypw
Jun 17 06:30:32
@Choypw LOL Not everyone got it right... Enjoy http://youtu.be/w_mkwB9ayK4
GrahamHill
Jun 17 06:28:27
@Choypw For me, it means someone pointed out an audience segment to me which is apparent, but I never thought I had anything to offer them.
Brainzooming
Jun 17 06:26:01
Are there potential customers waiting around to buy something you've refused to sell them? via @Brainzooming | What does that mean?
Choypw
Jun 17 06:25:13
If you are in a race and you overtake the person who is second, what position are you in? | First? cc @GrahamHill
Choypw
Jun 17 05:25:52
@Choypw 1. Customers are looking for valuable outcomes. 2. They hire touchpoints to achieve them. 3. The touchpoints are part of the CEx
GrahamHill
Jun 17 02:45:29
@DeliverBliss I got this from #in. Value is determined through a series of experiences which are made up of outcomes from processes. #cem
Choypw
Jun 17 02:41:37
"The quiet moments teach us the most." @KnowledgeBishop #leadfromwithin
Choypw
Jun 17 02:40:32
@Choypw @grahamhill @lindaireland @liorstrativity @jeannebliss I'd say that the #custexp outcome is largely dependent on perceived value.
DeliverBliss
Jun 16 23:59:28
Customers First, or Employees First? http://bit.ly/kmGT2B via @Assistly
Choypw
Jun 16 16:57:21
3F approach (Focus, Filter, Forget) helps better manage info and ensure right info is accessed via @nedkumar #innochat
Choypw
Jun 16 16:11:27
Problems and unarticulated or hidden needs http://bit.ly/hBrzWZ via @Jabaldaia @GrahamHill
Choypw
Jun 16 14:00:43
The Link Between Employee Engagement and Customer Engagement http://bit.ly/bTLNxy #cem
Choypw
Jun 16 13:55:57
Aligning coordination, collaboration and cooperation for service excellence http://bit.ly/ijShrB via @Assistly #custserv
Choypw
Jun 16 13:49:18
Top ten ways to create a good customer experience by Christina Pomoni http://bit.ly/jNk9kM via @Assistly #cem
Choypw
Jun 16 11:05:06
@GrahamHill @LindaIreland @LiorStrativity @DeliverBliss @JeanneBliss How are outcome, value and customer experience related? Pls help. #cem
Choypw
Jun 16 09:59:15
Pitch w/ stakeholders: Build empathy, then build tension & curiosity, then build belief in value - @lukegwilliams via @frogdesign #LRI11
Choypw
Jun 15 10:22:34
The four schools of customer experience http://wp.me/p13YWP-wg via @thecustomerblog #cem
Choypw
Jun 15 02:32:35
Focus, Focus, Focus. http://bit.ly/lcNiAo via @DeliverBliss #cem
Choypw
Jun 14 21:19:45
Rethinking "Good To Great" - why Jim Collins got it wrong: http://bit.ly/4FWXE5 via @mikemyatt #Leadership
Choypw
Jun 14 16:25:01
Creativity is a set of experiments in a white space http://bit.ly/mBQ7Gq via @GrahamHill @Digitaltonto @jabaldaia
Choypw
Jun 14 12:12:59
Spend not in advertising but customer experience via @LindaIreland @lbfme | Advertising is part of #cem...
Choypw
Jun 14 11:11:43
@ShaunSmith_CEM How do you align employee and customer experience? See my latest blog. | Bad links.
Choypw
Jun 14 05:24:56
Google's Zero Moment of Truth http://bit.ly/j8TJsp via @Brainzooming #cem
Choypw
Jun 14 04:49:40
A great review of Marketing Models of Service and Relationships http://is.gd/iMfdPA Ignorance is no longer an option via @GrahamHill
Choypw
Jun 14 03:53:34
Roland Rust on Return on Marketing: Using Customer Equity to Focus Marketing Strategy http://is.gd/AGX0cY via @GrahamHill
Choypw
Jun 14 01:06:22
"Customers do not want more choices. They want exactly what they want--when, where, and how they want it." @joepine #cem
Choypw
Jun 14 01:05:10
"Delighting" customers just isn't enough to WOW them! Here's the missing element: http://Ez.com/4syl via @scottmckain #cem
Choypw
B2B and B2C are long irrelevant. Now it's P2P. #cxo
Choypw
Jun 20 06:07:59
Every touchpoint delivers an experience. #ux #cem
Choypw
Jun 20 06:07:24
Focus not on what product does, but how it works instead. That's the basics of positive user experience. #ux #cem
Choypw
Jun 20 03:35:29
"A 1% increase in customer experience quality is equivalent to a 2.2% stock value growth." CFI group via @spokencomm #cem
Choypw
Jun 19 17:28:09
White Crayon Employee Engagement http://icymi.me/uqz2 via @LeadrshpAdvisor @jeanniecw
Choypw
Jun 19 13:12:21
"User has unknown need. Identify it. User has unmet need. Fulfill it.
User has fulfilled need. Improve it. #cem #ux"
Choypw
Jun 19 12:51:59
#Innovation on the Edge http://is.gd/0GtSKx via @GrahamHill @jhagel
Choypw
Jun 19 08:03:20
'By delighting the customer, Apple makes more money than would if set out to make money' http://goo.gl/DJiOy via @GrahamHill @tetradian
Choypw
Jun 19 04:14:17
Panera's Pay-What-You-Want Model http://ow.ly/5l02t via @sly #bmi #servicedesign #socialbusiness #cem
Choypw
Jun 19 04:12:23
When creating customer experiences, what "priceless" experience can you create with an event? via @Brainzooming #cem
Choypw
Jun 18 10:17:25
Customer behaviour: How to navigate the customer journey http://bit.ly/kQpyH7 via @thecustomerblog #cem
Choypw
Jun 18 09:26:45
What does user want? Get more right jobs done right with more positive outcomes! 2/2
Choypw
Jun 18 09:26:01
What does user need? Just get the right job done right with positive outcome! 1/2
Choypw
Jun 18 09:23:50
Marketers are really good at confusing users with jargons: solution, specification, need, benefit, job, outcome, value. Give me a break!
Choypw
Jun 18 09:14:27
Want is mostly nice-to-have, both emotional and social. Need is about must-have, both rational and emotional.
Choypw
Jun 17 16:48:03
Value Management Using Outcome-driven Innovation http://t.co/zP5kgxp via @Strategyn
Choypw
Jun 17 16:09:32
The Economist on Re-envisioning Customer Value http://is.gd/GCSxuU This is based on pundit interviews NOT proper research via @GrahamHill
Choypw
Jun 17 15:24:04
What's the #bestacronym for customer service you've used? Apple's is A.P.P.L.E. http://bit.ly/mG6oAC via @YourCustomers #custserv #cem
Choypw
Jun 17 06:38:53
@Choypw Not so much mkt of nobody as "bloggers buy content about better blogging" model seen online. Comparable oppty was suggested to me.
Brainzooming
Jun 17 06:32:45
@Brainzooming So is that similar to Seth's market of nobody? http://sethgodin.typepad.com/seths_blog/2011/05/marketing-to-nobody.html
Choypw
Jun 17 06:30:32
@Choypw LOL Not everyone got it right... Enjoy http://youtu.be/w_mkwB9ayK4
GrahamHill
Jun 17 06:28:27
@Choypw For me, it means someone pointed out an audience segment to me which is apparent, but I never thought I had anything to offer them.
Brainzooming
Jun 17 06:26:01
Are there potential customers waiting around to buy something you've refused to sell them? via @Brainzooming | What does that mean?
Choypw
Jun 17 06:25:13
If you are in a race and you overtake the person who is second, what position are you in? | First? cc @GrahamHill
Choypw
Jun 17 05:25:52
@Choypw 1. Customers are looking for valuable outcomes. 2. They hire touchpoints to achieve them. 3. The touchpoints are part of the CEx
GrahamHill
Jun 17 02:45:29
@DeliverBliss I got this from #in. Value is determined through a series of experiences which are made up of outcomes from processes. #cem
Choypw
Jun 17 02:41:37
"The quiet moments teach us the most." @KnowledgeBishop #leadfromwithin
Choypw
Jun 17 02:40:32
@Choypw @grahamhill @lindaireland @liorstrativity @jeannebliss I'd say that the #custexp outcome is largely dependent on perceived value.
DeliverBliss
Jun 16 23:59:28
Customers First, or Employees First? http://bit.ly/kmGT2B via @Assistly
Choypw
Jun 16 16:57:21
3F approach (Focus, Filter, Forget) helps better manage info and ensure right info is accessed via @nedkumar #innochat
Choypw
Jun 16 16:11:27
Problems and unarticulated or hidden needs http://bit.ly/hBrzWZ via @Jabaldaia @GrahamHill
Choypw
Jun 16 14:00:43
The Link Between Employee Engagement and Customer Engagement http://bit.ly/bTLNxy #cem
Choypw
Jun 16 13:55:57
Aligning coordination, collaboration and cooperation for service excellence http://bit.ly/ijShrB via @Assistly #custserv
Choypw
Jun 16 13:49:18
Top ten ways to create a good customer experience by Christina Pomoni http://bit.ly/jNk9kM via @Assistly #cem
Choypw
Jun 16 11:05:06
@GrahamHill @LindaIreland @LiorStrativity @DeliverBliss @JeanneBliss How are outcome, value and customer experience related? Pls help. #cem
Choypw
Jun 16 09:59:15
Pitch w/ stakeholders: Build empathy, then build tension & curiosity, then build belief in value - @lukegwilliams via @frogdesign #LRI11
Choypw
Jun 15 10:22:34
The four schools of customer experience http://wp.me/p13YWP-wg via @thecustomerblog #cem
Choypw
Jun 15 02:32:35
Focus, Focus, Focus. http://bit.ly/lcNiAo via @DeliverBliss #cem
Choypw
Jun 14 21:19:45
Rethinking "Good To Great" - why Jim Collins got it wrong: http://bit.ly/4FWXE5 via @mikemyatt #Leadership
Choypw
Jun 14 16:25:01
Creativity is a set of experiments in a white space http://bit.ly/mBQ7Gq via @GrahamHill @Digitaltonto @jabaldaia
Choypw
Jun 14 12:12:59
Spend not in advertising but customer experience via @LindaIreland @lbfme | Advertising is part of #cem...
Choypw
Jun 14 11:11:43
@ShaunSmith_CEM How do you align employee and customer experience? See my latest blog. | Bad links.
Choypw
Jun 14 05:24:56
Google's Zero Moment of Truth http://bit.ly/j8TJsp via @Brainzooming #cem
Choypw
Jun 14 04:49:40
A great review of Marketing Models of Service and Relationships http://is.gd/iMfdPA Ignorance is no longer an option via @GrahamHill
Choypw
Jun 14 03:53:34
Roland Rust on Return on Marketing: Using Customer Equity to Focus Marketing Strategy http://is.gd/AGX0cY via @GrahamHill
Choypw
Jun 14 01:06:22
"Customers do not want more choices. They want exactly what they want--when, where, and how they want it." @joepine #cem
Choypw
Jun 14 01:05:10
"Delighting" customers just isn't enough to WOW them! Here's the missing element: http://Ez.com/4syl via @scottmckain #cem
Choypw
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