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