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