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