Tweets of 13-19 Sep 2011

Sep 19 17:16:56
Corporate customer experiences need start-up mojo to make the most of small customer touchpoints: http://t.co/oOl6Gj08 via @forrester #cem
Choypw

Sep 19 11:56:17
Brand values and the customer experience - a perfect match? http://t.co/dHyTY8Ds via @thecustomerblog #cem
Choypw

Sep 18 03:18:17
What is the impact of Word-of-Mouth (WOM) on brand purchase probability ? http://t.co/pcbVXu2w via @VernetteE #cem
Choypw

Sep 17 17:34:44
Gamification by @mich8elwu http://t.co/Yiy8IoU3 & http://t.co/5pZMFEwb #gsummit
Choypw

Sep 17 15:16:45
Does Your Company Have a Culture of Trust? - Dorie Clark - Harvard Business Review http://t.co/zaXXrBxu
Choypw

Sep 17 12:38:22
Positive brand experience only encourages propensity to buy but not actual purchase unless user can afford. #cem #ux
Choypw

Sep 17 08:33:39
A lesson experienced is a lesson learned via @OnionInsights @jvdt
Choypw

Sep 17 08:33:20
Don't waste #CustServ experiences. Every interaction can empower an employee to do better. via @OnionInsights @jvdt | #custserv is not #cem.
Choypw

Sep 17 08:32:38
The Magic Behavior Formula in #Gamification http://t.co/TEsFrUjw via @GrahamHill @webtechman
Choypw

Sep 16 18:02:21
8 Checkpoints for Customer Engagement http://t.co/iUB792rR via @Assistly #cem
Choypw

Sep 16 16:47:53
Understanding the customer experience competition http://t.co/fuwX7JgE via @Assistly #cem
Choypw

Sep 16 12:09:28
The 4 components of customer relationship & how to influence them http://ow.ly/6waZ0 on @MyCustomer via @mich8elwu #crm #scrm #custserv #cem
Choypw

Sep 16 12:00:34
Voice of the Customer (#VOC) that’s Meaningful and Actionable http://t.co/UyzLfmWC via @thecustomerblog #cem
Choypw

Sep 16 10:42:24
Design Thinking Through Empathy http://t.co/HZbHhfyL via @tdebaillon #cem #ux
Choypw

Sep 16 10:39:33
Customer Interaction: who leads the delivery? http://t.co/KOXxoHP0 via @Mjpfeekes #cem
Choypw

Sep 16 06:27:41
What do you think of our new #TiSDT online touchpoint? http://t.co/LyAoE7od via @wimrampen @MrStickdorn #servicedesign #designthinking
Choypw

Sep 16 00:24:52
Memories of emotional experiences are a source of creativity http://t.co/Fmf7xw1Q via @nedkumar @Jabaldaia #cem #ux
Choypw

Sep 16 00:20:40
@Choypw Those that are born 'instantly' out of pain points or an experience as opposed to a structured ideation
nedkumar

Sep 15 17:55:28
Five ways to create a dramatic user experience http://t.co/HG2gauae via @thecustomerblog #cem
Choypw

Sep 15 17:52:53
Eight pillars of #innovation from Google http://t.co/FOJ9zRN3 via @thecustomerblog
Choypw

Sep 15 17:51:19
What young Chinese are thinking: http://t.co/wtP4JMUC (@chinasmack) and http://t.co/MFlQxMB6 (@janchip) via @frogdesign
Choypw

Sep 15 17:01:03
Communities are good to capture feedback but firm should have process set up to listen to 'moments of truths' ideas via @nedkumar #innochat
Choypw

Sep 15 16:25:50
Review of "Gamification by Design" by @dingstweets http://t.co/njxbt3b4 via @joepine @amyjokim #gsummit #gamification
Choypw

Sep 15 08:53:54
Building Customer-Centric processes for Positive Customer Experience http://t.co/jisoMW9m via @OnionInsights @CC_Subhro #cem #ux
Choypw

Sep 15 00:51:00
Defining the right target consumer doesn’t automatically mean they will engage with your brand. http://ow.ly/6uo0e via @MichaelHinshaw #cem
Choypw

Sep 15 00:41:08
Innovation metric: The potential of a new idea is inversely proportional to its comfort factor. via @MARTYneumeier
Choypw

Sep 14 17:43:35
@Choypw WIFM is only a part of the #value equation. What do I have to do for it and how risky is that are the other parts. cc @mich8elwu
GrahamHill

Sep 14 17:24:49
Interacting in real life is a good way to learn #servicedesign #CEM #CRM via @ron_verweij cc @wimrampen
Choypw

Sep 14 17:22:15
The value equation: what's in it for me and what do I have to do for it? via @GrahamHill | Is WIIFM the value equation? cc @mich8elwu
Choypw

Sep 14 16:44:47
Positive experience turns want into need. #ux #cem
Choypw

Sep 14 09:48:38
The missing piece of the customer experience puzzle http://t.co/KH0ZThp via @thecustomerblog #cem
Choypw

Sep 14 09:42:38
Creating TouchPoints at Campbell Soup Company - Forbes http://t.co/uUAxrr6
Choypw

Sep 14 09:40:20
The Most Successful Companies Embrace the Promise of their Culture - Forbes http://t.co/mXXMUP8
Choypw

Sep 14 09:36:57
Being Different and Better http://t.co/hPKOVga #cem
Choypw

Sep 14 04:13:44
How to Fix a Fragmented Customer Experience http://t.co/dG3AVgG via @OnionInsights #CEM
Choypw

Sep 14 04:11:44
A Great Customer Experience Depends on Customer Understanding http://t.co/75ty8wa via @1to1media #cem #ux
Choypw

Sep 14 00:14:48
"Customer experience is based on serving customers better than competitors care to." http://ow.ly/6te3d via @MichaelHinshaw #cem
Choypw

Sep 14 00:11:33
How Porsche applies social media to build their #customerexperience http://t.co/Qwncsky via @MichaelHinshaw @geert_martens #CEM
Choypw

Sep 13 17:37:13
A Guide To Customer Expectations http://t.co/Z4RHA5H via @rbacal #custserv #cem
Choypw

Sep 13 04:22:02
8 Reasons Your Employees Don’t Care | BNET http://t.co/5RwF8QM
Choypw

Sep 13 03:26:54
The biggest enemy of top-line growth is analysis; its best friend is appreciation. http://t.co/C9CTNrJ via @harvardbiz @johnsonwhitney
Choypw

Sep 13 02:07:04
Don't Play Games With Me! Promises and Pitfalls of Gameful Design http://t.co/34fueW5 via @GrahamHill @dingstweets
Choypw

Tweets of 6-12 Sep 2011

Sep 12 18:50:40
Innovating with services - http://t.co/bnWQ47T via @GrowthStories #service #innovation #servicedesign
Choypw

Sep 12 18:25:49
Don't forget 2 log into special CEO Panel at AMA Rsrch & Strategy Summit LIVE, today, 3 CST http://t.co/irKNeE5 #amaresearch
marketing_power

Sep 12 16:47:10
Self-service offers access, but face-to-face builds relationships. via @briandshelton #cem #ux
Choypw

Sep 12 16:39:05
Focusing on competition/other industries is reactive. Customer focus is proactive. via @samfiorella #cem #cxo
Choypw

Sep 12 16:38:04
@sanchezjb Without touchpoint, there is no experience. Service is part of experience. #cxo
Choypw

Sep 12 16:36:23
Respect your limits, own your niche, don't mislead your customers via @amoyal #cxo
Choypw

Sep 12 16:34:15
Successful companies keep up with changing customer preferences, while consistently providing a satisfying experience via @jimsmiller #cxo
Choypw

Sep 12 16:33:55
@choypw The customer's experience requires a service. W/o that service, there is no customer experience. #cxo
sanchezjb

Sep 12 16:23:37
The Evolution of CRM http://t.co/52fvmCQ via @GrahamHill @funnelholic @mikeboysen @mjayliebs #scrm #crm
Choypw

Sep 12 16:22:01
@sanchezjb The service does not define the experience. experience is in the eye of beholder, and thus is defined by user. #cxo
Choypw

Sep 12 16:15:24
A2: Trust is everything. Say what you mean; mean what you say. #cxo
Choypw

Sep 12 16:13:23
And human engagement becomes more critical! RT @Choypw: A1: In service industries, people are product. #cxo
DianaSefkow

Sep 12 16:12:12
A1: In both product and service industries, experience matters! #cxo
Choypw

Sep 12 16:10:31
A1: In service industries, people are product. #cxo
Choypw

Sep 12 16:08:26
A1: There are only 4Ps in product but 7Ps in service. That's one of the differences between service and product. #cxo
Choypw

Sep 12 16:03:17
But even when they spend time, capturing attention not so easy as they bring along their attention-deficit devices via @joepine 2/2
Choypw

Sep 12 16:03:05
In today's Experience Economy, companies compete for the time, attention, & money of individual consumers. via @joepine ½
Choypw

Sep 12 15:20:07
Creating Customer Value on the Digital Frontier http://t.co/Qt3n4pK via @GrowthStories @joepine #ux #cem
Choypw

Sep 12 15:17:21
Steve Jobs on customer experience: http://t.co/uKw5rDJ via @Assistly #cem #ux
Choypw

Sep 12 14:22:34
An insight into culture at Method - http://t.co/YkHg5oi via @fastcompany @thecustomerblog
Choypw

Sep 12 13:32:06
The Trust Funnel http://t.co/OIyws9h via @dougricehdtmyb @tedcoine #cem
Choypw

Sep 12 09:18:34
Are You Building The Right Product? - TechCrunch http://t.co/GHaxs4v
Choypw

Sep 12 09:14:56
Ten Principles To Live By In Fiercely Complex Times http://t.co/j2fTrRj
Choypw

Sep 12 09:11:46
Six Keys to Being Excellent at Anything http://t.co/iutgqj9
Choypw

Sep 11 15:13:25
Designing a Differentiated Customer Experience – Where to Begin? http://t.co/uQu1W5N via @thecustomerblog #cem
Choypw

Sep 11 09:19:01
Upmarket customers most likely to switch if customer experience not to their liking. via @rbacal http://t.co/2aiOOgl #custserv
Choypw

Sep 10 16:30:53
Effects of positive & negative Word of Mouth: http://t.co/0re3SMW via @ariegoldshlager @VernetteE #cem #ux
Choypw

Sep 10 16:29:00
Positive Effect of Negative Information: http://t.co/ko92CcO via @ariegoldshlager #cem #ux
Choypw

Sep 10 07:47:46
15 Truths About Great Customer Service http://t.co/dzyoqcn via @TheLadyD @thecustomerblog @GrahamHill #custserv #crm #cem
Choypw

Sep 09 19:54:10
Planning for Customers, Not Channels http://t.co/rgthkSs via @wimrampen @adrianswinscoe | That's just #IMC. #cem
Choypw

Sep 09 17:54:50
Proving ROI on Customer Experience http://t.co/sbIM3fe via @MichaelHinshaw #cem
Choypw

Sep 09 11:23:28
"Design For Yourself, Not For Your Customer?" http://t.co/nXJo1UN via @rbacal #cem | Still #cocreation ? cc @GrahamHill
Choypw

Sep 09 08:38:57
"Why large companies cannot cultivate customer intimacy & customer relationship theory is misguided http://t.co/XXEUuV2 via @thecustomerblog"
Choypw

Sep 08 23:54:16
Issue-centric versus customer-centric customer service http://t.co/zn9hP8x via @GrowthStories @Polledemaagt #cem #custserv
Choypw

Sep 08 16:36:54
There’s efficiency and there’s experience... http://t.co/PZgeSIa via @MichaelHinshaw #cem #ux
Choypw

Sep 08 16:19:29
Little Things Make Big Differences in Customer Experience: http://t.co/vdQYuuN via @thecustomerblog #cem
Choypw

Sep 08 16:18:28
The Value of Customer Journey Maps: A #UX Designer’s Personal Journey - http://t.co/x288yc5 via @thecustomerblog #cem
Choypw

Sep 08 03:48:28
Will Brand Journalism Replace Public Relations? via @tedcoine @TomMartin
Choypw

Sep 07 18:26:12
@Choypw The eye of the beholder is valuable:-) cc @WimRampen
GrahamHill

Sep 07 15:00:43
The Four Elements of Delivering Customer Satisfaction http://t.co/wpVEiSY via @Assistly #cem
Choypw

Sep 07 13:13:53
@Choypw Yes, tell HK Institute of Marketing that in today's Experience Economy the experience IS the marketing! #TEE2
joepine

Sep 07 11:43:15
@joepine Is there any message you'd like me to pass to them? Would you like to write something so I can share with them? 2/2
Choypw

Sep 07 11:42:36
@joepine I'm going to talk about CE development for HK Institute of Marketing this Dec, and I'll introduce your book. ½
Choypw

Sep 07 01:47:38
Those who jump in will move with it and succeed, or be exhausted from swimming upstream. via @DisneyInstitute 2/2
Choypw

Sep 07 01:47:22
Culture is a current that flows through a business. via @DisneyInstitute 1/x
Choypw

Sep 07 01:44:08
"Being Predictable: The First Essential of a Customer Centric Business" http://ow.ly/6mJbj via @MichaelHinshaw #ux #cem
Choypw

Sep 06 16:38:51
Survey of #Gamification & Behavioral Economics Resources http://t.co/TapbvkK via @GrahamHill @elmook #ux #psychology #economics
Choypw

Sep 06 13:51:21
10 principles for effective collaboration http://t.co/OXLKHkc via @GrahamHill @mkrigsman #df11 #socbiz #CIO #EnSW
Choypw

Sep 06 09:46:34
How the AA excels at delivering the perfect service experience - 11 lessons (Part II) http://t.co/5NstAwo via @thecustomerblog #cem
Choypw

Sep 06 03:46:52
@stephenanderson on Seductive Interactions (Idea 09 Version) http://t.co/XCDwgeS via @GrahamHill #gamification
Choypw

Sep 06 03:35:29
Steve Jobs in 1997: start with the Customer Experience, not the technology via @jonaspersson @robvanvlokhoven @geert_martens #cem
Choypw

Tweets of 30 Aug-5 Sep 2011

Sep 05 17:25:37
Originality is the child of knowledge and imagination. via @MARTYneumeier
Choypw

Sep 05 17:24:52
With "design well" model, communicate more deeply to more people over longer period of time. http://t.co/4XLrdnj via @MARTYneumeier #ux #cem
Choypw

Sep 05 16:45:59
The Minimalist Approach To The Hotel Experience: 9 Hours http://t.co/52dcIJn via @BarrenCode @GreatDismal #ux #cem
Choypw

Sep 05 16:42:27
"Minimalist posters sum up philosophical beliefs http://t.co/X1PDujk
via @designtaxi #ux"
Choypw

Sep 05 16:41:07
30 Creative Minimalist Print Ads http://t.co/lUhly1E #ux #design
Choypw

Sep 05 13:59:57
@Choypw english version should be available. Empathy=understanding someone's perspective well enough to 'taste' how they feel in a situation
GuyWinch

Sep 05 13:05:19
"Character is like a tree; reputation like a shadow. The shadow is what we think of it; the tree is the real thing." Lincoln via @ValaAfshar
Choypw

Sep 05 12:54:23
The Squeaky Wheel http://t.co/PMKxC11 via @GuyWinch #custserv #marketing #psychology #complaints
Choypw

Sep 05 12:51:14
How to Test Your #Empathy http://t.co/S79Hl9q via @GuyWinch #psych #communication #kindness #relationships
Choypw

Sep 05 12:33:48
Is it Urgent, or is it Important? http://j.mp/odFA9V via @conversationage @DeliverBliss #gtd
Choypw

Sep 05 12:29:21
Tom Fishburne on #Gamificatin (funy cartoon) http://t.co/SyCuhls via @GrahamHill
Choypw

Sep 05 09:45:13
Unpredictability is the New Consistency http://t.co/eqzkp4T via @tdebaillon
Choypw

Sep 05 09:37:32
How the AA excels at delivering the perfect service experience http://t.co/b1I2Zjq via @thecustomerblog | experience is part of outcome.
Choypw

Sep 05 09:33:51
50 Things your #customer wish you knew http://t.co/9zOQ3zS via @GreenbizStartup @ADHumlen @GrahamHill #marketing #brand #scrm
Choypw

Sep 05 05:16:50
7 Steps to a Culture of Innovation http://t.co/0XYcRTp
Choypw

Sep 05 03:13:40
@choypw for export, i use twUniverse http://ow.ly/6ljU4 Hav u try that? was hoping there are some web tool that organize search result 4 me
mich8elwu

Sep 04 17:49:12
#Gamification should be like a box of chocolates. Users should never be able to know what they're gonna get. Just like #magic.
Choypw

Sep 04 17:45:39
4 #gamification preso: 3. Gaming the Web http://t.co/lGnCFIY 4. Beyond Gamification http://t.co/1fLIYsD via @GrahamHill 2/2
Choypw

Sep 04 17:44:58
4 #gamification preso: 1. Seductive Interactions http://t.co/3ejNnnA 2. Just Add Points? http://t.co/yVinAyJ via @GrahamHill ½
Choypw

Sep 04 17:42:06
Richard Branson on Embracing Change http://t.co/q3CYwMu
Choypw

Sep 04 14:08:51
A #Gamification Framework for Interaction #Designers http://j.mp/pn7cpw via @GrahamHill @favstar_pop @semanticwill #IxD
Choypw

Sep 04 13:57:24
@wimrampen #crm is just #crm. Focus on how. Who cares the what?
Choypw

Sep 04 11:33:04
Your Biggest Management Problems -- Solved! | BNET http://t.co/hil1YtA
Choypw

Sep 04 11:31:09
3 Ways to Pitch Yourself in 30 Seconds - Jodi Glickman - Harvard Business Review http://t.co/nScsu9Q
Choypw

Sep 04 11:28:30
Steve Jobs, World's Greatest Philanthropist http://t.co/GaRVsES
Choypw

Sep 04 07:40:59
All I need to know about #Gamification I can learn from Mario, #Tetris and Words with Friends. :)
Choypw

Sep 04 07:30:56
How #gamification drives #crowdsourcing via @CrowdSourcingDE @GrahamHill @martin_k http://t.co/AcIzwKY
Choypw

Sep 04 03:53:47
4 Lies Marketers Tell Themselves - Wide Angle http://t.co/7YVcH4I via @CEB_MLC @wimrampen #marketing #cem
Choypw

Sep 04 03:52:29
The Company + Customer Pact http://t.co/WOkij2B via @wimrampen
Choypw

Sep 04 03:52:09
27 More Business Ideas http://t.co/Nwaeb2D via @jeanniecw @knealemann
Choypw

Sep 03 16:24:54
Infographic Of The Day: What's The Value Of A New Customer? http://t.co/FtBLOt1 via @thecustomerblog
Choypw

Sep 03 04:04:31
How To Map The Emotional Customer Experience http://t.co/02YLRem via @jeanniecw @marcireynolds12 #cem #ux
Choypw

Sep 03 04:01:40
A Spark Can Turn Into a Flame http://t.co/3TIcnlk via @CEO_INGDIRECT
Choypw

Sep 03 03:55:17
People Are the Puck http://t.co/wMxFCsr via @HarvardBiz
Choypw

Sep 02 19:12:26
@Choypw Looks like Play is about releasing the inner child to lighten-up whereas #gamification is about motivation through game mechanics
GrahamHill

Sep 02 19:09:34
@GrahamHill @mich8elwu Is there any difference between "play" in FISH! http://t.co/4cRufYw and #Gamification? They both aim to engage user.
Choypw

Sep 02 18:59:09
The Science of #Gamification http://t.co/c97p2Oa via @gzicherm @mich8elwu
Choypw

Sep 02 18:42:10
@Choypw @GrahamHill @tedcoine Ah yes, that post is "Kindness Transcends Constraints" http://t.co/2z74Mgm #cxp #leadbiz
KnowledgeBishop

Sep 02 18:17:29
@GrahamHill @tedcoine @KnowledgeBishop Can high quality come with low price? I'll pick fast service and high quality. :) #cem #ux
Choypw

Sep 02 18:16:15
@GrahamHill @tedcoine High quality, fast service or low price. Pick two. Your choice? | @KnowledgeBishop has written an article on this?
Choypw

Sep 02 18:10:45
@Choypw You can have high quality, fast service or low prices. You can pick only two. What is your choice? cc @tedcoine
GrahamHill

Sep 02 18:09:39
"Compete on quality, at a fair price." http://t.co/6v9DgIi via @tedcoine @speak_ink
Choypw

Sep 02 18:07:35
If you start with a heart of kindness, you'll win before you begin. via @KnowledgeBishop #leadfromwithin | Random Acts of Kindness!
Choypw

Sep 02 14:09:48
Why large Cos place too much emphasis on service automation and not enough on service quality http://t.co/GjyOrat via @GrahamHill
Choypw

Sep 02 11:16:51
Urgency can be created by showing user the consequence of not doing it now. #ux #cem #sales
Choypw

Sep 02 11:13:30
"Anything the user can’t figure out is just bad #design" http://t.co/oD0Xl9u via @Jose_GD @ThomasMarzano #UX #cem
Choypw

Sep 02 05:57:52
#Cocreation to better understand Chinese consumers. http://t.co/nEOPMJv via @fpetavy @eYeka @VernetteE @GrahamHill | Crap!
Choypw

Sep 02 01:28:51
#Customer service begins BEFORE you expect it to http://t.co/Q5R4XVn via @jimsmiller @micahsolomon #custserv #cem
Choypw

Sep 02 01:26:54
"Step into your customer’s mind and deliver a brand experience." http://ow.ly/6j0U2 via @MichaelHinshaw #cem
Choypw

Sep 02 01:24:33
Bottling Customer Experience: http://t.co/XcaIfSf via @johnsonwhitney @ariegoldshlager #cem #disruptiveinnovation
Choypw

Sep 01 13:19:26
Meters + value = customer trust + engagement? | Intelligent Utility http://t.co/MQ0D1QA via @thecustomerblog
Choypw

Sep 01 10:30:10
What I learn from #Wharton about #Gamification http://ow.ly/6ised via @mich8elwu #scrm #custserv #cem #ux
Choypw

Sep 01 10:25:54
The Intersection of #Marketing and User Experience | http://t.co/EiAFaZW via @amolkadam @GrahamHill @suijkerwerk #crm #cem #ux
Choypw

Sep 01 04:55:20
Human Capability: The Key to Value Creation http://t.co/GHcJpj2 via @joepine @KimKorn #InfinitePossibility
Choypw

Sep 01 01:44:24
"We suck less than our competition." How's that for a company motto? via @tedcoine @danielnewmanUV #tchat | lol!!!
Choypw

Aug 31 16:06:13
The One Thing Your Employees Need Most | BNET http://t.co/RAWr3Qj
Choypw

Aug 31 16:03:35
The Art of Asking Questions http://t.co/3CyZrlK
Choypw

Aug 31 15:38:21
Why You Should Use Co-Creation To Build A Better Product http://t.co/Ad35J4u via @Netnoblography @scoopit #openbusiness #cocreation
Choypw

Aug 31 10:01:30
@richardsona @marc_c_mandel experience is evaluation of outcome against expectation. 4/x
Choypw

Aug 31 10:00:48
@richardsona @marc_c_mandel touchpoint elements are: people, info, environment, device, output. 3/x
Choypw

Aug 31 09:59:52
@richardsona @marc_c_mandel touchpoint is interaction of touchpoint elements for an outcome. 2/x
Choypw

Aug 31 09:59:08
@richardsona @marc_c_mandel That's why experience without touchpoint is uninteresting. touchpoint is platform for experience. 1/x
Choypw

Aug 31 09:52:45
Nobody Really Wants "Unlimited" http://t.co/LKSdR6Q via @tedcoine @groupthrive #biztip #smallbiz #leadbiz
Choypw

Aug 31 03:59:38
Taking A Customer From Like To Love: The #UX Of Long-Term Relationships http://t.co/N3WDoqc via @responsetek #cem
Choypw

Aug 31 03:57:47
Brand is... http://ow.ly/6gDgj via @MichaelHinshaw
Choypw

Aug 31 03:56:10
Elegant #Communication - The Precision Model http://t.co/lj8yesF via @rbacal #custserv
Choypw

Aug 31 03:53:13
Your brand has to be experienced to be believed & valued http://t.co/rSh6e33 via @thecustomerblog #cem #ux
Choypw

Aug 31 03:51:38
One touchpoint, multiple experiences http://t.co/tQDOnnt via @MichaelHinshaw #cem #ux
Choypw

Aug 31 03:11:05
DIY Marketing Tip: The Four Main Forces Affecting Your Marketing Mix http://t.co/Z3QZFx8 via @ShennandoahDiaz @jeanniecw
Choypw

Aug 31 03:10:13
How do You Accelerate Word of Mouth? http://t.co/9c62yl5 via @bsdalton #WOM #cem
Choypw

Aug 30 02:28:13
touchpoint without experience is unsustainable. experience without touchpoint is untouchable. #cem #ux
Choypw

Aug 30 00:55:06
CEO Guide to Business #gamification http://t.co/xocs2a3 via @beingniche @GrahamHill @Competia
Choypw

Tweets of 23-29 Aug 2011

Aug 29 23:53:14
Just not "32B". http://ow.ly/6fILE via @MichaelHinshaw #cem
Choypw

Aug 29 23:50:34
When the Brand’s Message Contradicts the Customer's Experience http://ow.ly/6e3Sp via @MichaelHinshaw
Choypw

Aug 29 17:08:33
touchpoint without experience is unsustainable. experience without touchpoint is uninteresting. #cem #ux
Choypw

Aug 29 16:55:03
A complaint is a critical touchpoint. Fix it right... more touchpoints to come. Ignore it? Endpoint immediately! #cxo
Choypw

Aug 29 16:53:05
A complaint is a critical touchpoint. #cxo
Choypw

Aug 29 16:49:18
What can companies gain by resolving complaints? | Happiness everywhere, from employee to customer to community! #cxo
Choypw

Aug 29 16:47:33
What can companies gain by resolving complaints? | What can companies lose by ignoring complaints? #cxo
Choypw

Aug 29 16:44:48
If you can't listen well, you are doomed to fail. #cxo
Choypw

Aug 29 16:43:01
12 perspective snippets on customer experience http://t.co/8A8CN5g via @MichaelHinshaw #cem
Choypw

Aug 29 16:42:26
Are customer complaints a sign of failure or success? | It's sign of success if it's not repeated. Failure if repeat. #cxo
Choypw

Aug 29 16:41:05
New problems are acceptable. Old problems aren't. #cxo
Choypw

Aug 29 16:36:25
"Results are obtained by exploiting opportunities, not by solving problems." Peter Drucker #leadbiz #cxo
Choypw

Aug 29 16:35:10
Is it more beneficial to solve a problem or prevent recurrence? How so? | Both only if firm can learn from mistakes. #cxo
Choypw

Aug 29 16:34:10
Customer is just one of the reasons for any job. Employee is another. #cxo
Choypw

Aug 29 16:30:08
A complaint is not really a complaint. It's just another type of #voc. So face it positively. #cxo
Choypw

Aug 29 16:29:26
Even Steve Jobs handled complaints himself... he'll be forever missed... #cxo
Choypw

Aug 29 16:27:12
If the top doesn't care about #cem, why should the bottom? #cxo
Choypw

Aug 29 16:26:14
Who in the company should champion complaints? Why? | It always starts from the top. Lead by example. #cxo
Choypw

Aug 29 16:25:00
A complaint is a gift only when wowing user is the ultimate goal. #cxo
Choypw

Aug 29 15:22:19
The Variables of #Experience http://t.co/WguwAEN via @joepine @KimKorn #InfinitePossibility
Choypw

Aug 29 13:34:52
What is the difference between #Gamification and Serious #Games? http://ow.ly/6fmft via @mich8elwu #wharton #cem #socbiz #scrm #ux
Choypw

Aug 29 09:53:30
Why You Should Use Co-Creation To Build A Better Product In 2011 | @scoopit http://t.co/wr9xgaZ #openbusiness #cocreation
Netnoblography

Aug 29 09:17:42
Making Service Science Mainstream http://t.co/f7f5zva via @GrahamHill #servicedesign #servicescience
Choypw

Aug 29 08:48:11
#Gamification http://t.co/spil9Ot http://t.co/44JkvIh http://t.co/iqMAtX5 via @gzicherm @avantgame @GrahamHill
Choypw

Aug 29 01:47:04
What marketing executives should know about user experience http://t.co/ipXuSSt via @cooper_journal #ux #cem
Choypw

Aug 29 00:57:59
The New Art And Science Of Great Customer Experience - Forbes http://t.co/7PMMAyL #cem #ux
Choypw

Aug 28 16:38:35
Mapping then sequencing touchpoint is just the first step to positive experience. Innovating experience is what matters. #ux #cem
Choypw

Aug 28 15:00:57
Can customer communities actually destroy #value? http://t.co/LGLO33F via @ariegoldshlager #cocreation #collaboration
Choypw

Aug 28 13:40:35
The Ninja - Power of Expectations http://t.co/aEhdPX0 via @bsdalton @tedcoine #custserv #cem
Choypw

Aug 28 08:04:42
Education #Gamification for motivation in the classroom http://t.co/aclAhC3 via @avantgame @krcraft @webtechman @GrahamHill
Choypw

Aug 28 01:58:55
Does Jobs Have Place In History Beside Edison, Ford? http://n.pr/n7cCCU
Choypw

Aug 27 18:13:17
Is There a Secret to a Great Customer Experience? http://t.co/YDsSy43 via @thecustomerblog #cem #ux
Choypw

Aug 27 13:25:00
Don't Forget To Be Human http://j.mp/nC9XuD via @mitchjoel @DeliverBliss
Choypw

Aug 27 10:48:06
Making your CRM work http://t.co/GRBNCIw via @wimrampen #crm
Choypw

Aug 27 03:56:09
Amazing graphic of customer experience touchpoints http://t.co/jNZGnNn #cem #ux
Choypw

Aug 27 03:51:19
No News Is Good News? 33 Things "No News" Means Besides "Good News" | The Brainzooming Group | Str.. http://t.co/5Dt0jKj
Choypw

Aug 27 03:46:38
How does Federer handle disappointments? http://t.co/nEWsdck
Choypw

Aug 27 03:40:42
Steve Jobs, The Man At Apple's Core http://n.pr/qxKU95
Choypw

Aug 27 02:05:31
What does your customer's memory say about you? http://t.co/AIUH3bX via @MichaelHinshaw @colinshaw_cx #CEM
Choypw

Aug 26 18:54:28
A Good Way to Change a Corporate Culture http://t.co/aD69Z8f
Choypw

Aug 26 06:27:15
Dont just "A Better Mousetrap", make sure the customer knows they'll get less mice! http://t.co/ENVQI8M via @Cogiva #cem
Choypw

Aug 26 06:24:27
Four Elements of Customer Satisfaction http://t.co/nS4EEx7 via @bsdalton @micahsolomon #custserv #cem
Choypw

Aug 26 06:22:22
Why Are #LEGOs So Expensive - the emotional factor http://j.mp/oSPNAj via @Competia #brand #cem
Choypw

Aug 26 06:15:45
Valuing Customer Value Management http://t.co/VxpZhTP via @clearaction @jeanniecw
Choypw

Aug 26 06:14:04
#SteveJobs Best #Quotes http://ow.ly/6cJXf via @mich8elwu #innovation
Choypw

Aug 26 06:10:39
Measuring the Lift from Improved Customer Experience http://t.co/185P1T8 via @Assistly #cem
Choypw

Aug 25 13:44:30
Exposing The Values Myth http://t.co/0m4U9oH via @jeanniecw @LeadrshpAdvisor
Choypw

Aug 25 11:12:50
Insights in the user experience of 18 leading travel websites: http://t.co/d4iiGew via @vanbael #cem #ux
Choypw

Aug 25 04:03:14
Three Trends in Customer Service Experience http://t.co/v8Ftl7L via @Assistly #cem #ux
Choypw

Aug 25 04:01:46
"Small, daily 'wows' turn into big 'wows' for your brand over time" via @JZMcBridePR @disneyinstitute #cem #ux
Choypw

Aug 25 04:00:06
The Brandsphere #Infographic http://t.co/oyijD5b via @mich8elwu @briansolis #brand #pr #cem #scrm
Choypw

Aug 25 03:57:49
Are you setting the right customer expectations? http://t.co/XWE2t1q via @jeanniecw #cem #custserv
Choypw

Aug 25 03:54:56
"Every act of creation is first of all an act of destruction." Picasso via @MichaelHinshaw
Choypw

Aug 25 03:51:12
We need to think through the entire #cem from dreaming, planning, booking, travelling and sharing http://t.co/H1h1AHO via @MartineBakkeren
Choypw

Aug 24 05:25:55
Retail trends, customer experience and customer expectations: http://t.co/n8bSuhO via @thecustomerblog #cem #custserv
Choypw

Aug 24 05:17:46
Putting employees before customers http://t.co/tUN8C4z via @gloriakcheung #custserv #cem
Choypw

Aug 24 05:15:02
Is your customer experience winning customers? http://t.co/S74EEwc via @bsdalton #cem #custserv
Choypw

Aug 24 05:14:17
The Eight Realms of Experience http://t.co/8KybwNr via @joepine #InfinitePossibility
Choypw

Aug 24 05:12:55
What do you do when your product basically works? Engage, surprise and delight the UX way http://t.co/1MFK3jk via @GrahamHill #gamification
Choypw

Aug 24 05:12:06
Winning & Failing Co-Creation Platforms (by boardofinnovation.com) http://t.co/rbwl8xw via @GrahamHill @wimrampen
Choypw

Aug 23 15:06:41
retail trends, customer experience and customer expectations: http://t.co/WPi4lLD
thecustomerblog

Aug 23 14:08:32
Lame Customer Service Excuses and Hidden Masterminds: http://t.co/gVC7FtL via @thecustomerblog @HarvardBiz
Choypw

Aug 23 13:47:53
Great experience is like a flow. Negative experience is just another drop. #cem #ux
Choypw

Tweets of 16-22 Aug 2011

Aug 22 08:31:37
Understanding the Consumer of the Future http://t.co/HYcAqgT
Choypw

Aug 22 08:26:13
For those enamored by @Mortons please read this http://t.co/Yf9BZUV discussion, started by @ekolsky via @GrahamHill
Choypw

Aug 22 04:45:47
What Is the #Multiverse? http://t.co/IBuZwi6 via @joepine #InfinitePossibility
Choypw

Aug 22 01:47:10
Booz & co 10 clues to opportunity http://t.co/nls4rGQ via @wimrampen @serve4impact
Choypw

Aug 21 13:58:33
Morton’s Story Is Not About Great Customer Service http://t.co/lagvUgM via @Cogiva #cem
Choypw

Aug 21 13:00:18
12 Mind-Blowing Concepts From Malcolm Gladwell's Bestsellers http://t.co/541is7Z
Choypw

Aug 21 08:28:06
Connecting the Future Across Three Horizons combining Strategy and Innovation http://t.co/SlM65w9 via @GrahamHill @Paul4innovating
Choypw

Aug 21 06:34:39
5 Simple Things to Say to Win Over a Customer. http://t.co/kVILgme via @WriteTheCompany @AMAnet @BNET @ElliottDotOrg #CustServ
Choypw

Aug 21 00:09:19
Be Unhappy http://t.co/UZZcDQU via @wimrampen
Choypw

Aug 20 15:46:36
The present-future balance http://t.co/DP9Tucl via @ErikPosthuma
Choypw

Aug 20 08:32:42
Gap Inc. Says Marketing Has Been Ineffective | News - Advertising Age http://t.co/IJBRDyD via @ErikPosthuma
Choypw

Aug 20 03:16:23
How to Turn Customers Into Loyal, Raving Fans http://t.co/ho62knh via @CustomerProfit @WSJ
Choypw

Aug 20 02:55:34
SMART versus ITOCA Goals http://t.co/7ULTRnv via @Riander
Choypw

Aug 20 02:53:13
Never ask "how possible is it?" Ask "is it impossible?"
Choypw

Aug 20 02:12:48
Customer & employee experience: Can't we just hang inspirational posters? http://ow.ly/68483 via @marc_c_mandel #CEM
Choypw

Aug 20 01:55:50
Five perspectives on happiness: http://t.co/xHfuR4E via @bakadesuyo @ResearchDigest @tedtalks @aaker
Choypw

Aug 20 01:54:03
The "New Age of Customer Service" - Getting It Right About Twitter, and Customer Complaints http://t.co/G19jwwL via @rbacal #custserv
Choypw

Aug 20 00:45:34
Defining Customer Needs In Volatile Times: Two Steps To Accelerate Innovation http://t.co/PUP18iC via @B2Community @Strategyn #innovation
Choypw

Aug 19 16:07:47
Attitudinal customer segmentation as a help in customer experience optimization http://t.co/ORu4uxm via @marc_c_mandel #CEM
Choypw

Aug 19 14:12:02
Creating Thicker Customer Experiences http://t.co/oHDhKiL via @Vivisimo_Inc @DawnaMacLean #cem
Choypw

Aug 19 13:23:48
Brands & Experiential Marketing http://t.co/BScaWW1 via @joepine @theginblog #cem
Choypw

Aug 19 09:32:16
Why orchestrating marketing around brands delivers the best results. Part 2 http://t.co/J7RkW8J via @GrahamHill #cocreation
Choypw

Aug 19 09:31:27
Why orchestrating marketing around brands delivers the best results. Part 1 http://t.co/Azdxi3q via @GrahamHill #cocreation
Choypw

Aug 19 05:05:31
Marketing Week on why mutual value is the future of #cocreation not crowdsourced idea contests http://t.co/sy9abaR via @GrahamHill
Choypw

Aug 19 05:03:52
Drop the words "relevance" and "authenticity" from your marketing jargon http://ow.ly/677is via @AnneDGallaher @LindaIreland
Choypw

Aug 19 03:48:22
The 25 Most Influential Business Management Books http://t.co/v2xFFGW
Choypw

Aug 19 03:02:34
47% of executives admit their strategy is to match industry best practices. http://t.co/DZnrhYd via @johntodor
Choypw

Aug 19 02:58:02
Superior customer experience is not about fire fighting http://ow.ly/662X3 via @marc_c_mandel #cem
Choypw

Aug 19 02:54:41
Talk abt wowing customer!| Gr8test #CustServ Story Ever Starring @Mortons Steakhouse http://t.co/c1kpH7E via @Vivisimo_Inc #cem
Choypw

Aug 19 02:51:19
When A Customer Experience Ecosystem Fails http://t.co/jVzdi1c via @ErikPosthuma #cem
Choypw

Aug 19 02:33:33
@KGBD @PatriceF @LindaIreland Worse still, people take things for granted.
Choypw

Aug 19 02:31:45
@KGBD @PatriceF @LindaIreland When people talk, they talk for themselves but seldom for others. There is no WIIFM in the message.
Choypw

Aug 19 02:02:44
"Customer loyalty" is an oxymoron http://t.co/gnhoMXg via @wimrampen
Choypw

Aug 19 01:15:59
@KGBD I find some have such a bias for action they forget the "why and for whom" before they leap into what and how. cc @PatriceF @Choypw
LindaIreland

Aug 19 00:39:53
Pleasure->Passion (Flow)->Higher Purpose Meaning (most long term) via @Brainzooming @DHMovementCEO #TEDxKC
Choypw

Aug 18 21:42:18
@PatriceF @LindaIreland @Choypw Why it is so hard to share that message across a big business? It was my first real lesson in design.
KGBD

Aug 18 15:53:21
A Guide To Customer Expectations Regarding Customer Service and Customer Experience http://t.co/rlWgFnI via @rbacal #cem
Choypw

Aug 18 15:50:45
Customers are human and emotional. You need to focus on excellence. via @LiorStrativity #cem 2/2 | Disagreed. Excellence is just a paradox.
Choypw

Aug 18 15:48:34
Consistent performance is good. But insufficient. via @LiorStrativity #cem 1/2 | Agreed. Consistency is only the entry ticket to competiton.
Choypw

Aug 18 15:33:04
The future is now!
Choypw

Aug 18 01:41:46
What you solve is more important than what you sell. via @LindaIreland #cem
Choypw

Aug 17 01:53:31
"Ideas Don’t Equal Innovation http://t.co/AJ6xeFE via @GrahamHill @knowledgize #innovation"
Choypw

Aug 17 01:10:35
Why Angry Birds is so successful http://t.co/lB3qdnH via @GrahamHill @ThomasMarzano #gamification
Choypw

Aug 17 00:31:53
#CEM Mistakes to avoid: Mapping Your Internal Touchpoints http://t.co/tZFgxii via @Vivisimo_Inc
Choypw

Aug 16 23:35:15
Consistency - The New Battleground in Customer Experience http://t.co/WhA8SVC via @Vivisimo_Inc #cem
Choypw

Aug 16 16:22:46
experience is evaluation of outcome against expectation. every touchpoint creates experience. 2/2 #cem #ux
Choypw

Aug 16 16:20:57
touchpoint is interaction for outcome. It has 5 elements: people, output, info, device, environment. 1/2 #cem #ux
Choypw

Aug 16 16:15:46
7 Essentials For A Quality Culture http://t.co/gj2fttV via @LeadrshpAdvisor @jeanniecw
Choypw

Aug 16 16:12:44
The Evolving Retail Experience |http://t.co/RdK3dEI via @Vivisimo_Inc #cxo #cem
Choypw

Aug 16 16:10:02
BusinessWeek sees #cocreation as the 2nd-largest innovation trend, right behind sustainability http://t.co/hKOJWNL via @dub_research @BW
Choypw

Aug 16 16:05:29
The next wave of business transformation rests on behavioral change via @vineetnayar
Choypw

Aug 16 11:12:12
Redefining the Customer Experience http://t.co/BEl3Pnq via @Vivisimo_Inc #cem
Choypw

Aug 16 05:54:39
Top 100: 17. Experience Design http://t.co/MYg0tAD via @retexperience #cem
Choypw

Aug 16 01:40:38
Customer Experience Ecosystem Mapping http://t.co/Ai64jW5 via @ErikPosthuma #cem
Choypw

Aug 16 01:37:29
Creating Thicker Customer Experiences http://j.mp/oenWVS via @dawnamaclean @DeliverBliss #cem
Choypw

Tweets of 9-15 Aug 2011

Aug 15 21:12:35
Does Customer Experience Trump Price? http://t.co/S2F2nDC via @Vivisimo_Inc #cem
Choypw

Aug 15 21:09:51
International Journal of Design Special Issue: Designing for Services http://t.co/JtWM1MM via @MrStickdorn @wimrampen @dasangiorgi
Choypw

Aug 15 16:58:53
Treat every customer like they are the only one, treat every employee the same way - value inspires value. via @LovelyLu #cem
Choypw

Aug 15 16:57:33
Final column by @macdonaldgroup on Experience Economy: When 'new' is old http://t.co/07nJNJM via @joepine #TEE2 #cem
Choypw

Aug 15 16:54:17
The New Experience Economy: Improving consumer experiences from @macdonaldgroup http://t.co/ngATA2k via @joepine #TEE2 #cem #cxo
Choypw

Aug 15 16:26:56
@BDIonline @stevemassi Brand is defined by customer. :) #cxo
Choypw

Aug 15 16:26:03
Reward is tangible; Recognition is intangible. via CaffeineKeybord @stevemassi #cxo
Choypw

Aug 15 16:23:43
Your brand is the relationship between employee and customer. Happy cust = #WOM, sales, loyalty. @stevemassi @Choypw #cxo
BDIonline

Aug 15 16:22:06
@danielnewmanUV That's huge! Is brand a by product, or is it the foundation? #cxo
Choypw

Aug 15 16:21:27
agree, but feel that they are integral RT @Choypw: @stevemassi Don't be confused. Your brand is more than your employee and #cx. #cxo.
stevemassi

Aug 15 16:21:01
@Choypw it is a by product of taking care of your customer, your employee, and your strategy #CXO
danielnewmanUV

Aug 15 16:20:42
@danielnewmanUV Brand is a by product of...? I'm a bit confused here. #cxo
Choypw

Aug 15 16:20:16
@stevemassi Don't be confused. Your brand is more than your employee and #cx. #cxo.
Choypw

Aug 15 16:19:21
Internal brand is culture. Culture is about VMV. #cxo
Choypw

Aug 15 16:17:59
@Choypw don;t b confused, your employes and #CX are your "brand" #cxo
stevemassi

Aug 15 16:17:30
Brand is a by product right? RT @Choypw: Customer first. Employee always. Brand "last." #cxo
danielnewmanUV

Aug 15 16:17:14
Customer first. Employee always. Brand "last." #cxo
Choypw

Aug 14 18:40:21
@Choypw another good example of the importance to reduce Customer effort to create value
wimrampen

Aug 14 18:32:19
The Value Waterfall http://t.co/ZeuCo6u via @wimrampen
Choypw

Aug 14 16:41:15
The death of Big Ideas http://ow.ly/62IEp via @wimrampen @business_design @practicallyrad
Choypw

Aug 14 15:42:52
Do you sell products or experiences? http://t.co/2flCMNH via @bsdalton #cem
Choypw

Aug 14 12:25:57
The 7 Habits of Highly Innovative People | BNET http://t.co/Oz19dvY
Choypw

Aug 14 11:41:07
Getting Gamification Right. http://t.co/405vNrV via @welivetoplay
Choypw

Aug 14 11:36:43
Thomas Friedman nails it with "The Theory of Everything (sort Of)" in NYT: http://t.co/DTFafbk via @tedcoine
Choypw

Aug 14 09:28:06
The Pain We Cause to Customers with Choice http://t.co/IKNE2zV via @wimrampen #cem
Choypw

Aug 14 07:59:47
Do you have to enchant your customers to gain loyalty? http://t.co/84JBb3u via @scoopit @GrahamHill @serve4impact
Choypw

Aug 13 08:31:38
How much consumers innovate… and how businesses are lagging behind http://t.co/bay1zog via @Joycediscovers @eYeka #cocreation
Choypw

Aug 13 08:26:45
Why fixing business basics is MORE PROFITABLE than delighting customers http://t.co/ag0dPuU via @GrahamHill
Choypw

Aug 13 01:09:06
Putting the Tactics before the Strategy in Customer Experience http://t.co/F1pDWkJ via @markorlan
Choypw

Aug 12 19:11:43
The Customer Service Equation http://t.co/dEZ2Fg3
Choypw

Aug 12 15:47:47
Stop the Random Acts of Customer Engagement http://t.co/Ei0cw7i via @LindaIreland @DQveep #cem
Choypw

Aug 12 15:10:46
World Class Companies Create Compelling Customer Experiences http://t.co/U0ijD6r via @LindaIreland @JohnBaldoni @Gardner_Dave #cem
Choypw

Aug 12 14:36:18
@jeanniecw So brand is the first touchpoint for both customers and employees. ZMOT happens in mind.
Choypw

Aug 12 14:18:02
@choypw I don't think it's either/or. The experience starts differently 4 everyone. But I agree brand promise is the foundation 4 all of it!
jeanniecw

Aug 12 13:45:58
High price can be of benefit to customers. It allows them to gain satisfaction from public purchase and consumption of high end. @thinktank_
Choypw

Aug 12 12:38:26
Recruiting: The First Touchpoint http://nblo.gs/lzRkS via @jeanniecw | Brand is the first employee touchpoint instead.
Choypw

Aug 12 09:49:52
How Brands Earn My Loyalty: A Millennial’s Perspective http://t.co/usC0up2 via @socialamateur @zachsbuzz
Choypw

Aug 12 07:44:37
What do Customers Want: Value and to be Valued http://tinyurl.com/3t6qnnv via @Bucholtz @CRMStrategies #CRM
Choypw

Aug 12 03:57:17
Answering customer's Q is secondary. Listening to their story and showing empathy is more important. via @responsetek @houthum #cem
Choypw

Aug 12 03:05:41
"In every touchpoint there is an opportunity" via #Clarabridge @Vivisimo_Inc @cxpa_assoc #cem #ux
Choypw

Aug 12 03:04:40
Starts with listening to customer http://bit.ly/oJMWgX via @Vivisimo_Inc #cxo #cem
Choypw

Aug 12 02:58:10
Innovate your customer experience. See http://lnkd.in/a2hji4 via @ShaunSmith_CEM #cem #ux
Choypw

Aug 12 02:56:44
Excellent Customer Experience Starts with a Smile http://bit.ly/r3dyey via @Cogiva #cem #ux
Choypw

Aug 12 01:34:21
Turning Around Negative Attitudes http://dlvr.it/fsdly via @rbacal #leadbiz
Choypw

Aug 11 23:53:56
Measuring the value of search http://t.co/liC8hmf via @wimrampen
Choypw

Aug 11 23:52:57
How to Test Your Empathy http://t.co/0IWkZZi via @GuyWinch #psych #kindness #custserv #empathy #communication #happiness #cem
Choypw

Aug 11 23:50:19
Customer loyalty requires honesty, communication, commonality & foresight: http://t.co/ojCMICl via @jimsmiller @AnnieMueller #custserv
Choypw

Aug 11 13:50:13
See how fun can change behaviour for the better at www.thefuntheory.com via @GrahamHill #thefuntheory
Choypw

Aug 11 13:49:22
The Human Side of Brand Storytelling http://t.co/yKFunrv via @goonth @nedkumar @Sparksheet #storytelling
Choypw

Aug 10 23:46:56
5 Reasons Why Your UX Strategy is Incomplete http://t.co/GCQ936W via @MindTouch @MichaelHinshaw @dmnguys #custserv #UX
Choypw

Aug 10 23:43:31
Consistency is a Value-add http://t.co/zdqdKyw via @milesaustin @tedcoine #cem | Consistency is a must-have instead!
Choypw

Aug 10 23:41:43
Excellent Customer Experience Starts with a Smile http://bit.ly/mZT5t7 via @Vivisimo_Inc #cem #custserv
Choypw

Aug 10 23:40:28
"Creativity consists largely of rearranging what we know in order to find out what we do not know." George Kneller via @MichaelHinshaw
Choypw

Aug 10 23:38:38
The good leader makes a profit: The great leader makes a difference. via @KnowledgeBishop #leadfromwithin
Choypw

Aug 10 23:37:52
Creating an optimal customer experience http://bit.ly/nclk5v via @Vivisimo_Inc #cem
Choypw

Aug 10 23:36:10
Improving the life experience of a customer goes beyond their exp with YOUR company. via @brentleary @bcarroll7 #CRMe11 #cem
Choypw

Aug 10 15:31:00
Kathy Macdonald on The Experience Economy: paying for the experience http://t.co/Uj3Wunh via @joepine #cem #ux
Choypw

Aug 10 14:31:31
What jobs have you hired social media to do for you? via @johnsonwhitney @GrahamHill http://ow.ly/5Yarc #crme11
Choypw

Aug 10 13:47:03
Want To Transform Your Customer Experience? Learn More About Service Design http://bit.ly/qNIrZe via @kerrybodine @Vivisimo_Inc #cem
Choypw

Aug 10 13:19:14
The Physiology of (Over-)Sharing: we pass on information mainly for emotional, not rational, reasons http://bit.ly/oOuylf via @OneNakedApe
Choypw

Aug 10 13:16:22
Gamification, Valid Term or Marketing-Speak? http://t.co/Vrx4JBx via @frogdesign
Choypw

Aug 10 13:14:02
GenY has transactional loyalty for the company - what have you done for me lately. via @YourCustomers @BlakeLaundau #CRMe11
Choypw

Aug 10 13:13:02
Customer Experience vs Customer Service http://t.co/4Jsgk8x via @jeanniecw #cxo #custserv #cem
Choypw

Aug 09 22:29:04
In the future, stores may no longer be relevant: From Retail to "Me-tail" http://bit.ly/radWsM via @Accenture @ralph_ohr
Choypw

Aug 09 22:28:09
The Achilles Heel of Customer Development http://t.co/jIj1y37 via @ashmaurya @raesmaa
Choypw

Aug 09 22:25:01
Three Things Threatening Authenticity http://t.co/JhAnGeN via @ginidietrich @tedcoine
Choypw

Aug 09 13:27:12
12 Most Impactful Ways You Can Give Little Extras To Enhance Customer Experience http://bit.ly/pKb7EU via @Assistly #custwow #cem
Choypw

Aug 09 12:34:38
@Choypw What should you do to people who destroy value in business? Is it time to measure employee lifetime value? http://is.gd/4paEzC
GrahamHill

Aug 09 12:33:00
@Choypw I wonder. Will people ever become largely redundant in businesses. You already hardly see them in some factories.
GrahamHill

Aug 09 12:30:32
@GrahamHill Or let me ask this. What is not related to people at the end of the day? Even B2G is.
Choypw

Aug 09 12:24:36
@GrahamHill B2B and B2C are the what. P2P is the how. 2/2
Choypw

Aug 09 12:23:12
@GrahamHill Who makes decision in biz? Bizpeople. Who are bizpeople? People! 1/2
Choypw

Aug 09 12:14:14
@Choypw Peers are individual people. So are consumers. But Business is so much MORE than just people.
GrahamHill

Aug 09 12:06:35
Quality service produces unforgettable experience. #ux #cem #custserv
Choypw

Aug 09 11:29:44
@GrahamHill @rwang0 It's like asking "is consumer user, or is user consumer?"
Choypw

Aug 09 11:27:29
@GrahamHill @rwang0 B2B and B2C are just context. P2P makes things happen. 2/2
Choypw

Aug 09 11:26:14
@GrahamHill @rwang0 What's P? Peer? How about People? What's B? What's C? At the core, B and C are People. 1/2
Choypw

Aug 09 11:06:06
@Choypw B2B / B2C is subset of P2P. How do you work that one out? #crme11 cc @rwang0
GrahamHill

Aug 09 10:53:33
What % of business is B2B / B2C > 99%? And what % P2P? <1% via @GrahamHill #crme11 | Hm... What's P...? Without P, would there be B / C?
Choypw

Aug 09 10:51:42
@rwang0 @GrahamHill B2B / B2C is subset of P2P. #crme11
Choypw

Aug 09 10:42:45
Water can be more than a precious commodity http://bit.ly/pi5vb8 via @Jabaldaia #creativity | Be water, my friend. :)
Choypw

Aug 09 10:32:53
Closing Whirlpool's #innovation process with a bow. http://t.co/zGKGnG4 via @GrahamHill @indiathink @MoisesNorena #innochat
Choypw

Aug 09 10:30:55
Why #CRM Fails - and How to Fix It http://is.gd/kvwK2n via @GrahamHill
Choypw

Aug 09 02:12:35
You must KNOW your lifetime customer value: A Forbes #cem post by @ChrisZane http://onforb.es/oSDuy4 via @KnowledgeBishop #CustServ #leadbiz
Choypw

Aug 09 02:07:19
Which comes first: employee satisfaction or customer satisfaction? http://zite.to/prtd5K via @bsdalton #custserv
Choypw

Aug 09 02:05:55
3 Steps to Optimizing #CustomerExperience in the Face of Device Proliferation http://bit.ly/p7WeSU via @MichaelHinshaw @1to1Media #cem
Choypw

Tweets of 2-8 Aug 2011

Aug 08 17:30:05
Link to the Linkedin group #CXO http://t.co/a6z5tyF via @Vivisimo_Inc
Choypw

Aug 08 17:00:43
@JoeStanganelli @berkshire_ideas @Choypw But it's more important to please the customer. #cxo
berkshire_ideas

Aug 08 17:00:14
@berkshire_ideas @Choypw Additionally, there may be a less point-blank way to ask the question that yields the same results. #CXO
JoeStanganelli

Aug 08 16:59:43
@berkshire_ideas @Choypw I totally agree conceptually with what you are saying, but it's important to assess the risk of perception. #CXO
JoeStanganelli

Aug 08 16:58:25
<3 is everything! #cxo Choypw Aug 08 16:57:15 @JoeStanganelli @berkshire_ideas @Choypw Not if you genuinely mean it and give the results asked for. (within reason) #cxo berkshire_ideas Aug 08 16:55:55 @berkshire_ideas @Choypw That's a last resort. Puts the (often normally timid) customer on the spot; you'll seem an obstructive jerk. #CXO JoeStanganelli Aug 08 16:55:28 @JoeStanganelli @Choypw Avoiding problems is the easiest way. Make yourself available to cust if you can. #cxo berkshire_ideas Aug 08 16:55:18 @Natasha_D_G @LovelyLu @Vivisimo_Inc @kathikaiser experience is always a never-ending journey. :) #cxo Choypw Aug 08 16:54:24 Your job doesn't end because a sale has been made... @Vivisimo_Inc @kathikaiser @Choypw #CXO LovelyLu Aug 08 16:54:12 @JoeStanganelli @Choypw Or even ask the customer directly "what would YOU like ME to do?" #cxo berkshire_ideas Aug 08 16:54:12 @Choypw Also, don't wait for the customer to complain about it. If it's a problem, it's a problem, and needs to be fixed ASAP. #CXO JoeStanganelli Aug 08 16:54:04 @Vivisimo_Inc @Choypw What percent of their dissatisfied customers do they lose? ;) #cxo kathikaiser Aug 08 16:53:11 @Choypw Ask yourself, "What would I like if I were the customer in this situation?" Then, treat the customer even better than that. #CXO JoeStanganelli Aug 08 16:52:44 Not enuff to meet expectations >> “companies lose 50% of their satisfied customers. cc @kathikaiser: @Choypw #cxo Vivisimo_Inc Aug 08 16:51:50 @Choypw Good point - so many experiences don't even *meet* user expectations - that's job #1. #cxo kathikaiser Aug 08 16:51:02 @Choypw I blogged about exceeding customer expectations recently (w/ a focus on social media engagement). http://t.co/tyXpINk #CXO JoeStanganelli Aug 08 16:50:05 It's impossible to exceed expectation forever! What does user really care? Exceed expectation? Or max user's ROI in getting job done. #cxo Choypw Aug 08 16:47:55 What is a best practice for exceeding customer expectations? | Minimize user efforts to get true need fulfilled instead! #cxo Choypw Aug 08 16:43:10 Information is not Transformation RT @jeanniecw: <3 is the killer app! RT @Choypw: Data is not power. <3 is. Treat user as human. #cxo lihsa Aug 08 16:40:56 Love is the killer app! RT @Choypw: Data is not power. Love is. Treat user as human. #cxo jeanniecw Aug 08 16:40:27 Is it enough 2 use just key customer data 2 drive strategies 4 entire cust base? | Data is not power. Love is. Treat user as human. #cxo Choypw Aug 08 16:34:06 touchpoint is interaction, and each touchpoint leads to an outcome. #cxo Choypw Aug 08 16:33:49 Yes! Devices often overlooked. RT @Choypw: Need to understand touchpoint elements: people, info, devices, how each affects experience. #cxo jeanniecw Aug 08 16:32:41 We need to understand touchpoint elements: people, info, devices, and deliverables, and how each element affects experience. #cxo Choypw Aug 08 16:30:06 How do needs vary at different touchpoints? | Classic! experience happens at touchpoint! #cxo Choypw Aug 08 16:29:07 @nporte You should serve them but not design around them. | It makes no difference. As long as you need to serve, walk into their shoes #cxo Choypw Aug 08 16:26:32 @Choypw Agree. Might also be your next BIG opportunity. #cxo DelphiUSA Aug 08 16:26:24 You should serve them but not design around them RT @Choypw: Even if that cust is outside target market, yo… (cont) http://deck.ly/~thy07 nporte Aug 08 16:25:37 Even if that cust is outside target market, you never know whom the cust will talk to! Never underestimate the power of wom! #cxo Choypw Aug 08 16:22:10 Are there times when it doesn’t make sense 2 walk in customers’ shoes? | Yep. When you want to give your competitors biz. :) #cxo Choypw Aug 08 16:16:21 First you have to take off your shoes before you can walk in customer shoes. Then once you're in the shoes ask WIIFM. #cxo Choypw Aug 08 16:12:55 How can an org walk in a customers shoes? | Empathy from top to bottom. #cxo Choypw Aug 08 16:11:58 Without empathy, there is only apathy. #cxo Choypw Aug 08 16:06:52 What are risks of assuming customers perceive things like u do? | Isn't that obvious? It's a strategy doomed to failure. #cxo Choypw Aug 08 15:44:57 Customer Value Creation Essentials http://clearaction.biz/blog/customer-value-creation-essential/ via @bsdalton @clearaction #cxo #cem Choypw Aug 08 15:06:58 Every Startup CEO Should Understand #Gamification http://t.co/cQF1Ujt via @joepine @4byoung #cem #ux Choypw Aug 08 14:17:29 @joepine I've ordered every book you published from Amazon already! Hope they all arrive asap! Choypw Aug 08 13:23:56 Three Tips to Unleash Your Competitive Edge http://bit.ly/oIpoZX via @Cogiva Choypw Aug 08 12:42:00 Building Advocacy – Net Promoter and Culture http://feedly.com/k/pjXxyI via @ErikPosthuma Choypw Aug 08 06:33:23 Should a company try to delight the customer? http://is.gd/y7AajQ via @GrahamHill Choypw Aug 08 02:06:38 Success breeds satisfaction. satisfaction breeds failure. via @tedcoine @LollyDaskal #leadfromwithin #leadership #leadbiz Choypw Aug 07 18:29:05 Building a Data-Driven Marketing Organization http://feedly.com/k/pe7nCA via @wimrampen #crm #cem #ux Choypw Aug 07 18:27:21 Reposition, but with actions not words. http://feedly.com/k/n9MmSy For the foreseeable future, now is the new normal via @wimrampen Choypw Aug 07 18:12:52 The less effort, the better the experience. Maximize ROI for user! #ux #cem Choypw Aug 07 18:12:08 Is Your Loyalty Strategy Working? http://feedly.com/k/pEbvzf via @wimrampen | It's related to user effort and experience. Choypw Aug 07 18:07:58 Control Your Self-Service Customer Experience http://t.co/uvXCkNN via @wimrampen Choypw Aug 07 18:04:13 Smart Brands in the Connected Age http://t.co/lsfcpbt via @wimrampen Choypw Aug 07 16:06:25 If you want to make it in the era of service and relationships you need to change your mindset first http://bit.ly/d3bDwg via @wimrampen Choypw Aug 07 16:04:25 Build the Customer Experience Business Case: http://bit.ly/nGY1b1 via @Reaburn @CustVox #cem #custserv Choypw Aug 07 13:12:25 The Wise Man's 10 Rules of Life http://t.co/bVaPwxf via @dailyLikes @Brainzooming Choypw Aug 07 12:28:21 Building a CEx that Creates Value for Customers (& for Companies) http://bit.ly/lm2Pu9 via @Reaburn @GrahamHill @wimrampen Choypw Aug 07 07:57:14 @Choypw This is where value-in-use becomes important, particularly designing service so that it is easy to create value cc @wimrampen GrahamHill Aug 07 07:55:44 @Choypw And thus ultimately, the best service is not requiring any service at all = zero effort cc @wimrampen GrahamHill Aug 07 07:54:52 Customer effort is just one component of custom sacrifice.. the downside of customer value http://is.gd/XAmXak via @GrahamHill Choypw Aug 07 07:51:43 The less effort, the better the experience for user. Maximize ROI for user! #ux #cem Choypw Aug 07 07:49:18 @GrahamHill It all comes down to supporting customers doing the jobs... | Agreed! But with less effort but better result! Max ROI for user! Choypw Aug 07 07:42:16 @Choypw LOL It all comes down to supporting customers doing the jobs - functional, personal, relational and social - most important to them GrahamHill Aug 07 07:38:31 @GrahamHill Based on links @wimrampen just shared, my take is time and resource user needs to invest to get true need fulfilled. Choypw Aug 07 07:36:35 @Choypw In context as consumer, I think yes.. In the context of co-creation to different extent.. All related to Customer job wimrampen Aug 07 07:35:30 "The less effort, the faster and more powerful you will be." Bruce Lee cc @wimrampen @GrahamHill :) Choypw Aug 07 07:32:43 @GrahamHill @wimrampen And not all users value the same things. #cocreation | Couldn't agree more! Choypw Aug 07 07:32:33 @Choypw What do you mean by customer effort? GrahamHill Aug 07 07:31:26 @wimrampen So does Customer Effort mean anything to everyone? :) Choypw Aug 07 07:31:04 @Choypw And not all users value the same things #cocreation cc @wimrampen GrahamHill Aug 07 07:30:04 Customer Effort Score™: A Loyalty Predictor for Customer Service Interactions http://t.co/Wl85FIe via @wimrampen Choypw Aug 07 07:29:04 Perceived Customer Effort http://t.co/KWOhLFc via @wimrampen Choypw Aug 07 07:28:57 @Choypw not all users are the same ;) #cocreation wimrampen Aug 07 07:27:10 If what user cares is less effort to get everything done, why'd user care about #cocreation? It requires efforts. cc @GrahamHill @wimrampen Choypw Aug 07 07:18:40 Stop trying to delight your customers... you are destroying value http://is.gd/HFxF9V via @GrahamHill #ux #cem | Simplicity marketing! Choypw Aug 07 06:15:16 Building Customer Trust thru Design Thinking http://business901.com/1f4 via @business901 @designthinkers @GrahamHill #servicedesign Choypw Aug 07 04:16:03 Flash - Internal Customer Service Exercise: http://dlvr.it/f90zG via @rbacal #custserv Choypw Aug 07 04:12:47 The Myth of Going Where The Customers Are http://dlvr.it/f8pzk via @rbacal Choypw Aug 07 04:09:27 12 Most Irrefutable Laws of Business Heresy http://bit.ly/mQVA9l via @tedcoine #leadchange Choypw Aug 07 04:07:44 The impact of customer relationship management on firm performance http://bit.ly/kx1wqc (pdf) via @wimrampen #CRM Choypw Aug 07 04:05:54 Take Price Out of the Equation http://t.co/A3mP6Jp via @tedcoine @growinggold @shawmu @TanveerNaseer #business Choypw Aug 07 04:01:09 The Goal of Great Communication http://ow.ly/1vpkIs via @Cogiva Choypw Aug 06 19:14:59 Arthur D Little report "The Future of Innovation Management: The Next 10 years": http://t.co/sfqs4or via @michefair #InnovateOrDie Choypw Aug 06 18:49:12 Best Buy's My Customer: Voice of the Customer through the Employee http://post.ly/2jIV8 via @ariegoldshlager #cocreation Choypw Aug 06 16:34:03 Attitude and the Customer Experience http://bit.ly/poiZzY via @joepine @JeanneBliss #cem Choypw Aug 06 09:21:14 How to Sustain Front Line Process Improvement Activities http://lnkd.in/re2M6j Choypw Aug 06 08:06:02 A presentation on creative consumers and stances that firms have towards them: http://t.co/iITgx4v via @Toffeemen68 #innovation #cocreation Choypw Aug 06 02:23:47 @GrahamHill With CARE, firm will be able to deliver non-negative experience. CARE is the minimum requirement. 5/5 Choypw Aug 06 02:22:36 @GrahamHill In order to produce positive outcome, firm has to be empathetic, relevant, authentic and consistent, or CARE. 4/x Choypw Aug 06 02:21:18 @GrahamHill There is outcome at every step. 3/x Choypw Aug 06 02:20:28 @GrahamHill It's a 4-step journey: initiate need, search choice, use value, and share experience. 2/x Choypw Aug 06 02:19:43 @GrahamHill Firm simply needs to understand "how user gets what user wants." 1/x Choypw Aug 05 22:03:43 Customer Value Co-creation http://t.co/z3kxrmY via @wimrampen Choypw Aug 05 21:20:25 @GrahamHill experience is evaluation of outcome against expectation. Even if outcome is positive, it doesn't guarantee pos experience. 2/2 Choypw Aug 05 21:19:04 @GrahamHill Outcome is result. When true need is fulfilled (or job is done), there is an outcome: positive, negative, or neutral. 1/x Choypw Aug 05 21:10:23 @Choypw For you maybe. So if a job is a need what exactly is an output, or an outcome? GrahamHill Aug 05 21:06:59 The Starbucks Customer Service Training Experience http://dlvr.it/f1dXt via @rbacal #custserv #cem Choypw Aug 05 20:24:06 @GrahamHill There are of course alternatives to my true need. Books, seminars, workshops for knowledge. Email, facebook, travel for social. Choypw Aug 05 20:22:19 @GrahamHill My eagerness to learn and connect is so-called job. To me, it's just my true need by asking why I have such need. 2/2 Choypw Aug 07 04:07:44 The impact of customer relationship management on firm performance http://bit.ly/kx1wqc (pdf) via @wimrampen #CRM Choypw Aug 07 04:05:54 Take Price Out of the Equation http://t.co/A3mP6Jp via @tedcoine @growinggold @shawmu @TanveerNaseer #business Choypw Aug 07 04:01:09 The Goal of Great Communication http://ow.ly/1vpkIs via @Cogiva Choypw Aug 06 19:14:59 Arthur D Little report "The Future of Innovation Management: The Next 10 years": http://t.co/sfqs4or via @michefair #InnovateOrDie Choypw Aug 06 18:49:12 Best Buy's My Customer: Voice of the Customer through the Employee http://post.ly/2jIV8 via @ariegoldshlager #cocreation Choypw Aug 06 16:34:03 Attitude and the Customer Experience http://bit.ly/poiZzY via @joepine @JeanneBliss #cem Choypw Aug 06 09:21:14 How to Sustain Front Line Process Improvement Activities http://lnkd.in/re2M6j Choypw Aug 06 08:06:02 A presentation on creative consumers and stances that firms have towards them: http://t.co/iITgx4v via @Toffeemen68 #innovation #cocreation Choypw Aug 06 02:23:47 @GrahamHill With CARE, firm will be able to deliver non-negative experience. CARE is the minimum requirement. 5/5 Choypw Aug 06 02:22:36 @GrahamHill In order to produce positive outcome, firm has to be empathetic, relevant, authentic and consistent, or CARE. 4/x Choypw Aug 06 02:21:18 @GrahamHill There is outcome at every step. 3/x Choypw Aug 06 02:20:28 @GrahamHill It's a 4-step journey: initiate need, search choice, use value, and share experience. 2/x Choypw Aug 06 02:19:43 @GrahamHill Firm simply needs to understand "how user gets what user wants." 1/x Choypw Aug 05 22:03:43 Customer Value Co-creation http://t.co/z3kxrmY via @wimrampen Choypw Aug 05 21:20:25 @GrahamHill experience is evaluation of outcome against expectation. Even if outcome is positive, it doesn't guarantee pos experience. 2/2 Choypw Aug 05 21:19:04 @GrahamHill Outcome is result. When true need is fulfilled (or job is done), there is an outcome: positive, negative, or neutral. 1/x Choypw Aug 05 21:10:23 @Choypw For you maybe. So if a job is a need what exactly is an output, or an outcome? GrahamHill Aug 05 21:06:59 The Starbucks Customer Service Training Experience http://dlvr.it/f1dXt via @rbacal #custserv #cem Choypw Aug 05 20:24:06 @GrahamHill There are of course alternatives to my true need. Books, seminars, workshops for knowledge. Email, facebook, travel for social. Choypw Aug 05 20:22:19 @GrahamHill My eagerness to learn and connect is so-called job. To me, it's just my true need by asking why I have such need. 2/2 Choypw Aug 05 20:21:01 @GrahamHill Try this. I need to tweet every day. Why? I want to learn and connect. Is there a better way to do both? Maybe. ½ Choypw Aug 05 20:16:39 @GrahamHill We cannot do it with job either. I've spent years trying to understand difference between job and need, but it's waste of time. Choypw Aug 05 19:59:02 @Choypw If it is so simple provide us with a definitive, theoretically robust yet practical definition of a custoner need. GrahamHill Aug 05 17:59:44 Job is true need. As simple as this. http://bit.ly/reaLyN cc @GrahamHill Choypw Aug 05 17:48:11 Creating dramatically different customer experiences http://t.co/G6jkK3p via @ShaunSmith_CEM #cem Choypw Aug 05 16:39:51 12 Most Important Steps an Organization can make to Improve the Customer Experience | http://bit.ly/pJxxVX via @jeanniecw #cxo #cem Choypw Aug 05 16:36:18 @GrahamHill What's not true? Universal language? I doubt it. Job is just true need. Why create another word to complicate a simple idea? Choypw Aug 05 15:21:20 @Choypw Not quite true. JObs/outcomes provides a universal language to describe needs that gets round the noise and language problems GrahamHill Aug 05 14:51:17 Improve the Customer Experience In 60 Minutes or Less http://nblo.gs/liq6d via @jeanniecw #cem Choypw Aug 05 14:24:40 Just Because You CAN Doesn't Mean You Should http://t.co/Xfw8T81 via @thecustomerblog | Trust is foundation of loyalty! Choypw Aug 05 14:15:19 No act of kindness is ever wasted, regardless of how the recipient responds. via @GaryLoper @KnowledgeBishop #LeadChange Choypw Aug 05 14:14:29 Wisdom can come FROM accidents, but never BY accident. via @LeadToday @KnowledgeBishop #leadfromwithin Choypw Aug 05 12:49:58 Mega brand @americanexpress urges us to Link, Like, Love bit.ly/qC6SrN via @JimJosephExp #cem #ux Choypw Aug 05 12:49:18 @GrahamHill Job is just true need. Identifying true need doesn't require the job concept but the ability to ask the right questions. Choypw Aug 05 12:03:24 @Choypw Each reader of the needs analysis will have a different interpretation and 3. the wrong type of segmentation problem. 3/3 GrahamHill Aug 05 12:02:20 @Choypw their needs and they will telly you about needs, wants, expectations, features, attributes, etc. 2. the language problem ... 2/3 GrahamHill Aug 05 12:01:19 @Choypw Give up customer jobs at your peril! Needs suffer from three critical problems: 1. The noise problem - ask customers about... 1/3 GrahamHill Aug 05 09:23:16 Think different http://lnkd.in/rNDebY Choypw Aug 05 09:07:02 @GrahamHill I completely give up the idea of customer job. I prefer to stick with need. I use outcome though. Choypw Aug 05 06:08:57 Hassle Mapping the Customer Experience http://flpbd.it/olTF We don't need a new map. Integrate with customer journey map via @wimrampen #cem Choypw Aug 05 06:08:11 What is a "culture of innovation" anyway? http://flpbd.it/jYoe via @wimrampen Choypw Aug 05 06:07:37 Smile for No Reason http://greetu.ms/ieRUno via @tedcoine Choypw Aug 05 06:06:42 4 Strategy Execution Traps 1) Jump the Gun 2) Expect more w/ Less 3) Next Big Thing 4) Be Final Straw http://t.co/bHy3Hzu via @TheForumCorp Choypw Aug 05 06:01:03 Welcome to the idea economy! http://bit.ly/n3IvbS via @wimrampen @tomasacker Choypw Aug 05 01:20:34 To strengthen your brand, develop strategies to impact and neutralize negative perceptions when they occur. via @DisneyInstitute Choypw Aug 04 14:08:24 Customers Prefer Easy to Exceptional http://t.co/ktC0utR via @TCELab @rbacal #custserv #cxo #cem #voc Choypw Aug 04 14:06:24 @thecustomerblog experience is evaluation of outcome against expectation. touchpoint is interaction #cem #ux Choypw Aug 04 12:55:37 Customer experience is always created: experience is interaction between customer and designed environment via @thecustomerblog #cem Choypw Aug 04 11:15:22 Interview Questions Every Change Agent Must Ask: bit.ly/n1mpjg via @thecustomerblog #cem Choypw Aug 04 10:58:53 Authenticity, #marketing and Lady Gaga http://bit.ly/oSZZ5I @joepine @TECfriend #ux #cem Choypw Aug 04 10:48:49 Pre-CRM: The Relationship before the Relationship http://zite.to/r2qJR2 via @bsdalton #crm Choypw Aug 04 10:40:43 Delivering a great experience with customer knowledge http://bit.ly/pOx1bB via @dougfleener #cem Choypw Aug 04 04:35:03 Preparation is the great differentiator: Be Ready. via @KnowledgeBishop #life #wisdom Choypw Aug 04 02:07:40 Creating dramatically different customer experiences http://j.mp/mW5yzp via @DeliverBliss #cem Choypw Aug 03 18:30:10 @Choypw Hmm... I'm not sure what links you're referring to. Here's one that I know works: http://forr.com/nXqzYP kerrybodine Aug 03 15:52:21 Numbers And Strategy: Do They Mix? | London Business School Blog http://bit.ly/pXmUSs via @timkastelle @nedkumar #strategy Choypw Aug 03 15:50:40 "Why “Wowing” Your Customers Matters, and How to Measure It! http://bit.ly/d11AbZ #ux #cem Choypw Aug 03 13:16:11 7 truths common to all customer experiences: http://bit.ly/frbSmX via @LindaIreland #cem Choypw Aug 03 05:59:00 @Choypw Customers knw what they are trying to do. Capture as customer jobs/outcomes. Use that as basis for emergent co-creation. #cocreation GrahamHill Aug 02 18:22:12 toex formula... ((care->(pido%i(ipak)sus*4e)grin
Choypw

Aug 02 16:32:03
How to pirate an entire brand experience http://bit.ly/qTxsc7 via @frogdesign #cem
Choypw

Aug 02 14:09:23
Customer Loyalty Programs That Work http://is.gd/PNW8my via @@GrahamHill
Choypw

Aug 02 14:06:59
Brand Expectations & Experience: Judging a Chicken Outfit http://bit.ly/nmoABX via @Brainzooming #branding #cem
Choypw

Aug 02 10:03:36
Forget the user and design for yourself! http://bit.ly/cyogAZ via @jmspool @benmaxwell | #cocreation ?
Choypw

Aug 02 09:59:52
@GrahamHill Or maybe the conscious-unconscious model can be applied here? Help user move from unconscious to conscious? That's #cocreation?
Choypw

Aug 02 09:57:52
@GrahamHill #cocreation works only when user knows what s/he needs/wants. 2/2
Choypw

Aug 02 09:57:05
@GrahamHill In China, most users don't know what they want. They tend to follow if not copy. It depends on culture. ½
Choypw

Aug 02 07:39:18
@Choypw I am suspicious. Many designers seem NOT TO WANT to believe that customers know what they want. Maybe the are scared of redundancy?
GrahamHill

Aug 02 07:36:49
@Choypw If customers don't know what they want, why do lead-users spend DOUBLE what business spends on #innovation In the UK? #cocreation
GrahamHill

Aug 02 06:22:02
@GrahamHill User doesn't usually what s/he needs. http://bit.ly/o3zOMm #ux
Choypw

Aug 02 05:59:38
What’s the ROI of Nice? http://twrt.me/14ja4 via @TobeyDeys @jeanniecw
Choypw