Tweets of 26 Jul-1 Aug 2011

Aug 01 23:38:12
The latest issue of design mind is live! Dig into the 'Connective' issue http://bit.ly/qYTh4i via @frogdesign
Choypw

Aug 01 23:36:28
Customer Satisfaction Means Success http://bit.ly/pxZqNF via @Assistly
Choypw

Aug 01 21:13:03
@rtarkoff @choypw They do go hand in hand. But perhaps not in the way you are thinking http://is.gd/WIvPHj #cocreation #crm
GrahamHill

Aug 01 16:29:30
Technology is an enabler; not holy grail via @tmustacchio #cem #cxo
Choypw

Aug 01 16:24:49
"Ask not, what your employee can do for you. Ask what, you can do for your employee." #cxo
Choypw

Aug 01 16:23:24
How do you ensure your employees have a full view of all customer interactions? It all starts from the TOP! #cxo
Choypw

Aug 01 16:21:46
@Choypw @berkshire_ideas Passion may not be "teachable" but engagement expectations are #cxo
tmustacchio

Aug 01 16:19:57
@berkshire_ideas Not sure about this: employees who are empowered HAVE passion. | Passion is something from within... #cxo
Choypw

Aug 01 16:17:15
Treat employee as customer. Then employee will understand how to connect and interact with customer at each touchpoint at any channel. #cxo
Choypw

Aug 01 16:14:43
@berkshire_ideas Love it! "Employees who have passion ARE empowered." YES! Passionate employees are POWER! #cxo
Choypw

Aug 01 16:14:21
@choypw May be that employees w/o passion are that way b/c they are not empowered - even discouraged from acting. #cxo
BarryBirkett

Aug 01 16:12:52
@Choypw Employees who have passion ARE empowered. #cxo
berkshire_ideas

Aug 01 16:12:19
Each touchpoint should reinforce brand story and add to customer journey via @Natasha_D_G #cem #cxo
Choypw

Aug 01 16:11:43
Employees who have passion don't need to be empowered. They "just do it!" #cxo
Choypw

Aug 01 16:09:51
Then, we need to hire the right people who have passion to delight customers to serve that communication channel. #cxo
Choypw

Aug 01 16:09:14
yes & understand that some will never adapt to new channels RT @Choypw First, we need to understand how customers communicate with us. #cxo
parissab

Aug 01 16:09:07
Second, we need to understand how customers prefer to be communicated. #cxo
Choypw

Aug 01 16:08:44
First, we need to understand how customers communicate with us. #cxo
Choypw

Aug 01 16:07:44
How can you uncover the needs that your customers cannot articulate? http://dld.bz/aHH8 via @Brainzooming @PaulSloane #ux
Choypw

Aug 01 16:06:49
What are the customer channels? #cxo
Choypw

Aug 01 14:01:44
The state of #marketing is worrying http://t.co/afj48db via @thecustomerblog
Choypw

Aug 01 13:33:20
'How brands got their names' ...fancy that http://ow.ly/5S2Zz via @method_inc
Choypw

Aug 01 09:08:19
Trim staff, fat profits? http://lnkd.in/yn8vee
Choypw

Aug 01 08:40:32
Do you want to improve the customer experience? Wondering where to start? Start here http://wp.me/p13YWP-Dg via @thecustomerblog #cem
Choypw

Aug 01 04:27:49
Customer Experience Design: The Ritz-Carlton vs. IKEA Philosophy http://bit.ly/9zb8eA via @Reaburn @cxlabs #cem
Choypw

Aug 01 00:42:55
Cocreation with customers requires a cultural shift: accept them as equals. Plenty talk about it, few do it. via @LiorStrativity #cem
Choypw

Jul 31 16:38:08
@GrahamHill Agreed. I was just wondering, does user care about how the job is being done? Me? Not really. Just give me what I need.
Choypw

Jul 31 15:36:26
@Choypw It matters if they are not the same thing. Alternatively, let's call EVERYTHING customer service. See! It Doesn't work. Be precise.
GrahamHill

Jul 31 14:07:11
@Choypw @JWvanEck Ah, the how do u define innovation question! One of my favorite discussions to avoid! :)
Brainzooming

Jul 31 13:52:16
New Framework: The Transformation of Business by @rossdawson http://bit.ly/qxOhUE via @wimrampen @ServiceDesigns
Choypw

Jul 31 13:48:35
Negate Competition by 'Owning' Your Space http://t.co/K620eSb via @BW #strategy #leadbiz
Choypw

Jul 31 13:14:30
Authenticity breeds trust; inauthenticity breeds fear. Be a trusted partner. #leadbiz #leadership #leadfromwithin
Choypw

Jul 31 13:12:47
@JWvanEck Well... I don't know. What's your definition of innovation? cc @Brainzooming
Choypw

Jul 31 13:08:50
Authenticity http://t.co/zrXzKum cc @joepine #cem #ux
Choypw

Jul 31 12:50:02
@Choypw do definitions matter? Is there an accepted one on "innovation" at all?
JWvanEck

Jul 31 12:15:28
"Whether a cat is black or white makes no difference. As long as it catches mice, it is a good cat." Deng Xiaoping cc @kerrybodine 2/2
Choypw

Jul 31 12:13:38
What's the difference between #cocreation and open innovation? Does it matter at all? cc @GrahamHill @kerrybodine @benmaxwell 1/2
Choypw

Jul 31 12:10:24
Whenever there is customization, there is #cocreation? cc @GrahamHill
Choypw

Jul 31 11:30:03
What Will You Do With All Those Discs Now That Apple's Killing The DVD? http://lnkd.in/ZkUzAx
Choypw

Jul 31 09:00:02
Customer Experience Guru Joe Pine: Authenticity Is the New Quality http://t.co/R3XXrfa cc @joepine #cem #ux
Choypw

Jul 31 08:45:09
10 Tips on Hiring for Creativity http://lnkd.in/tSDy3U
Choypw

Jul 31 07:40:16
How Fidelity Co-Creates Its Customer Experience Ecosystem http://is.gd/gZ4zJ8 via @kerrybodine @GrahamHill #CEM #UX #cocreation
Choypw

Jul 31 07:39:09
@GrahamHill IMHO, not many users know what they need. They thought they know but they actually don't. cc @benmaxwell @kerrybodine
Choypw

Jul 31 07:37:49
@GrahamHill Any brand crossover is example of #cocreation? cc @benmaxwell @kerrybodine
Choypw

Jul 31 06:45:21
@Choypw That's a big statement and it is not true. Many users know exactly what the need and how to get it cc @benmaxwell @kerrybodine
GrahamHill

Jul 31 06:27:52
@Choypw Be careful not to dumb #cocreation down by just thinking of it as open innovation. cc @GrahamHill @kerrybodine @benmaxwell
GrahamHill

Jul 31 06:26:29
@Choypw Give an example of #cocreation with a competitor cc @GrahamHill @kerrybodine @benmaxwell
GrahamHill

Jul 31 05:07:42
Which gives more value to user? #cocreation with user, or cocreation with competitor? cc @GrahamHill @kerrybodine @benmaxwell
Choypw

Jul 30 22:45:56
Good to swap thoughts with @Choypw on #cocreation. @kerrybodine is Spot on: don't ask participants, take them on a journey
benmaxwell

Jul 30 22:27:50
@Choypw true! I'm wary of it. But can be a good tool to inform, esp with niche audiences. Have you had a bad experience? ;)
benmaxwell

Jul 30 22:23:20
@kerrybodine Agreed. #cocreation only works with users who are motivated to cocreate, but definitely not for those who don't really care.
Choypw

Jul 30 22:22:47
@Choypw Love that quote. You don't ask them directly. Indirect questions and exercises reveal the answers.
kerrybodine

Jul 30 22:20:51
@Choypw Why would a customer want to fill out a survey? Be part of a focus group? Write a product review? People have lots of motivations.
kerrybodine

Jul 30 22:20:23
@benmaxwell Would that make a difference? They don't know what they don't know.
Choypw

Jul 30 22:19:23
@kerrybodine What if user just doesn't know? “If I'd asked people what they wanted, they would have said a faster horse.” Henry Ford
Choypw

Jul 30 22:16:28
@kerrybodine Why would the user want to collaborate with firm? There is transaction cost involved.
Choypw

Jul 30 22:01:07
RT @Choypw: users don't know what they need, so why #cocreation? It only creates confusion! >> use early to gather insight not answers :)
benmaxwell

Jul 30 21:47:23
@Choypw Its role also depends on what yr goal is. Create the next game-changer? Or make incremental improvements to customer experience?
kerrybodine

Jul 30 21:45:16
@Choypw #cocreation isn't just about asking customers what they need. It's about working with them collaboratively. Facilitation is key.
kerrybodine

Jul 30 21:26:48
Most users don't really know what they need, so why #cocreation? It's only going to create more confusion!
Choypw

Jul 30 21:23:47
@GrahamHill Honestly I just want firm to give me what I need. Don't ask me what I need because I just don't have a clue. 1/2
Choypw

Jul 30 16:49:21
Why user has to care about #cocreation? cc @GrahamHill
Choypw

Jul 30 11:23:15
Social Media is Forcing the Traditional #Sales Model to Evolve http://twrt.me/yunh9 via @JamieCrager @tedcoine
Choypw

Jul 30 09:16:58
Co-creation: How to Harness It For Your Business http://lnkd.in/dzZT_n
Choypw

Jul 30 08:36:20
How are outcome, value and customer experience related? http://bit.ly/nv5AWh #cem #ux #crm
Choypw

Jul 30 00:52:39
A good customer experience resonates with our challenges and needs, makes us feel warm... http://ow.ly/5QJGJ via @MichaelHinshaw #cem
Choypw

Jul 29 19:10:54
Real Life #Gamification: The Good, the Bad, and the Ugly http://ow.ly/5QC4I via @mich8elwu #cmo #ad #brand #pr #cem
Choypw

Jul 29 19:05:08
In The New Marketing Environment, Customer Experience Is King http://t.co/alk9abz via @thecustomerblog #cem
Choypw

Jul 29 19:01:20
The Best PowerPoint Tip You'll Ever Get @Forbes http://t.co/r8uYdQH via @DisneyInstitute
Choypw

Jul 29 16:03:12
RELATIVE ENJOYMENT OF EXPERIENCES AND POSSESSIONS by Thomas Gilovich + Travis Carter http://t.co/2CjBnuV via @joepine #TEE2 #cem
Choypw

Jul 29 14:38:16
A framework to help you to think about and make sense of Customer Experience Management http://wp.me/p13YWP-CZ via @thecustomerblog #cem
Choypw

Jul 29 09:07:02
The Eight Pillars of #Innovation | Think Quarterly by Google http://ow.ly/5Q7ur via @bill_gross @brianvellmure
Choypw

Jul 29 03:56:09
Customers who are fully engaged represent an average 23% premiu… http://deck.ly/~gsyEu via @LindaIreland @iclindberg @Vivisimo_Inc #cem
Choypw

Jul 29 00:48:08
"You don't know what you got 'til it's gone" via @Brainzooming #VeryTrueSongLyrics
Choypw

Jul 29 00:37:38
Need to manage customer service experience in different types of channels? http://ow.ly/5PUDi via @MichaelHinshaw #cem
Choypw

Jul 28 14:55:34
4 Myths: What Really Makes Customers Happy http://bit.ly/qHVH2A via @Assistly
Choypw

Jul 28 12:38:14
Apple's customer experience design secrets exposed http://ow.ly/5KXIB via @LindaIreland @CJDobson @mikewittenstein #cem
Choypw

Jul 28 12:37:28
Getting customers to choose you http://bit.ly/pkSYke via @LindaIreland @HBR #cem
Choypw

Jul 28 12:35:46
Touchpoint attribution: Cross-channel attribution for marketing optimisation http://t.co/SFnWUIk via @thecustomerblog #cem
Choypw

Jul 28 12:34:37
Create the Ultimate Customer Experience http://t.co/bR1iC1L via @thecustomerblog #cem
Choypw

Jul 28 09:20:41
How to shape customer behaviour and create delight at no extra cost http://wp.me/p13YWP-CG via @thecustomerblog #cem
Choypw

Jul 28 05:08:41
Bringing The Brand And Brand Promise To Life Is A Big Piece Of Customer Experience http://bit.ly/oK0uIi via @meannie @joepine #cem
Choypw

Jul 28 05:07:47
7 tips on Experience Design http://t.co/xRtorY9 via @joepine @GrowthStories #ideo #servicedesign #designthinking
Choypw

Jul 28 05:00:24
Valuable lessons to be learned from Cirque du Soleil http://bit.ly/qjoMZq via @joepine @robertmorris313 #cem
Choypw

Jul 27 13:52:45
The Business of Communicating Values http://sgp.cm/2ccff0 via @Cogiva
Choypw

Jul 27 13:50:09
Moving From Customer Service to Customer Experience http://t.co/0EeEpVp via @thecustomerblog #custserv #cem
Choypw

Jul 27 13:49:43
Top 5 ROI Benefits of Customer Experience Management by @dstrom http://t.co/XbWtaKW via @RWW @thecustomerblog #cem
Choypw

Jul 27 12:48:53
CARE (consistency, authenticity, relevance, empathy) can only deliver non-negative experience. For pos experience, it's more than CARE! #cem
Choypw

Jul 27 10:04:35
How brands co-create value with consumers http://t.co/kDkVAUQ via @hatemrama @GrahamHill @IndreJazz #cocreation
Choypw

Jul 27 05:43:03
How could any firm design positive experience without understanding how user gets what user wants? #cem #ux
Choypw

Jul 27 05:23:55
Increase value by reducing time to value and increasing value over time via @TheForumCorp #LearningWbr
Choypw

Jul 27 05:22:54
Learning happens in Classroom + Coaching and Mentoring + on the job + personal networks + value creation networks. via @TheForumCorp
Choypw

Jul 27 05:21:48
Reflection makes learning stick via @TheForumCorp #LearningWbr
Choypw

Jul 27 05:20:10
When you teach something you build new neuro pathways that improve ability to perform task via @TheForumCorp | Do we ever teach anything?
Choypw

Jul 27 00:43:17
Ogilvy: The age of PR spin is dead "individuals are demanding authentic communications" B&T http://bit.ly/qzC4Ok @joepine @GaryPHayes
Choypw

Jul 26 15:18:46
Customer expectations are formed from customer experience in the marketplace. via @rbacal #cem
Choypw

Jul 26 15:07:40
@GuyKawasaki 's 1st book is now a free download. The Macintosh Way http://fb.me/XsfJu0Gm via @thinktank_ #entrepreneurs
Choypw

Jul 26 15:07:04
Finally, more experiences should yield transformations http://amzn.to/j1Pvcj via @joepine
Choypw

Jul 26 15:06:49
Third, concerning experiences, more companies should explicitly find ways to charge admission http://bit.ly/kxCFER via @joepine
Choypw

Jul 26 15:06:33
Second, concerning services, more companies should direct their employees to act http://amzn.to/j1Pvcj via @joepine
Choypw

Jul 26 15:06:17
First, concerning goods, more offerings should be mass customized http://bit.ly/kxCFER via @joepine
Choypw

Jul 26 15:05:44
Absolutely great model from @GaryPHayes on 5 levels of experiential media http://bit.ly/iytSn6 via @joepine #cem
Choypw

Jul 26 15:04:37
Customer Emotions Can Help Drive ROI of CE Programs http://t.co/k9ECTOf via @jimsmiller @ColinShaw_CX #cem
Choypw

Jul 26 13:31:17
How Fidelity Co-Creates Its Customer Experience Ecosystem http://t.co/Fk8lkKW via @thecustomerblog #cem
Choypw

Jul 26 10:21:45
experience is evaluation of outcome against expectation. #ux #cem
Choypw