Tweets of 5-11 Sep 2012

11 Sep
Kroger - Supermarket provides individual pricing based on shopping habits http://flpbd.it/fB4Gb via @trendwatching #cem #ux
‏@Choypw

11 Sep
We don’t hire people that possess more winning qualities than our competition does; we just find ways to bring out their winning qualities.
‏@JohnDiJulius

11 Sep
Anatomy of an Experience Map: How Experience Maps Can Be Used in #ServiceDesign http://flpbd.it/ynlUS via @SDNetwork #cem
‏@Choypw

11 Sep
Customer Experience Competency http://bit.ly/QxKZBb via @jeannebliss @TPDashboard #cem
‏@Choypw

10 Sep
Of pressure, heart, pitching, and sacrifice http://flpbd.it/z5dsg via @FastCoDesign
‏@Choypw

9 Sep
iPhone is bigger than all of Microsoft http://money.cnn.com/gallery/technology/2012/09/07/apple-iphone/ … via @CNNMoney
‏@Choypw

9 Sep
FIVE ELEMENTS IN CUSTOMER SERVICE EXCELLENCE http://wp.me/p1j61p-aC via @NAN_Strategy #cem #custserv
‏@Choypw

9 Sep
Top 10 Ways to Improve Your Digital Customer Experience by @kerrybodine http://bit.ly/POT3Lf via @CXJourney @1to1media #cem
‏@Choypw

9 Sep
Moments of Truth Make Big Differences in Customer Experience http://tmblr.co/ZjtWExSut3aV #cem #mot
‏@Choypw

9 Sep
Does customer experience actually matter if the price is right? http://bit.ly/NfW0ax via @CXJourney #cem
‏@Choypw

8 Sep
"When deeds speak, words mean nothing." African proverb via @jvdt
‏@Choypw

8 Sep
The Perception Gap: What Customers Want and What Executives Think They Want http://bit.ly/Rue8cT via @MarshaCollier @BrianSolis #cem #crm
‏@Choypw

8 Sep
Wall Street Hates Customer Experience (Part II of II) http://bit.ly/PLElEQ via @CXJourney #cem
‏@Choypw

8 Sep
The 10 Commandments Of #Marketing http://bit.ly/PHEXva via @BrandingInsider @CXJourney
‏@Choypw

7 Sep
New Ways of Visualizing the Customer Journey Map http://bit.ly/Nvseuk via @flexewebs @kkmett #ux #servicedesign #cem
‏@Choypw

7 Sep
The Six Greatest Breakthroughs in #UX History http://pulse.me/s/d0s6K via @DeliverBliss
‏@Choypw

7 Sep
If Apple is all about the devices, Amazon is all about the services http://bit.ly/Qi3w0F via @ValaAfshar @gigaom #business #value #cem
‏@Choypw

7 Sep
An Essay by #Einstein - The World As I See It via @CharlesHGreen
‏@Choypw

6 Sep
The power of subtraction? Focus on what matters http://blogs.hbr.org/tjan/2012/09/the-power-of-subtraction.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date … via @thecustomerblog
‏@Choypw

6 Sep
The Right Idea at the Wrong Time is Still Wrong http://su.pr/4hIBXp via @RowanGibson #strategy #ideas
‏@Choypw

6 Sep
Why Employee Engagement? (These 28 Research Studies Prove the Benefits) http://is.gd/9UnAhq via @kfiveson
‏@Choypw

6 Sep
5 strategies for growing your #brand equity: http://bit.ly/R89Fln via @FastCoDesign
‏@Choypw

6 Sep
3 questions that can help you align your company culture with your core values http://onforb.es/Omq4OA via @TheForumCorp @theYEC
‏@Choypw

6 Sep
If the unexpected is uninteresting it will remain unwelcome. @leeclowsbeard #ux #cem
‏@Choypw

5 Sep
Order By Smell http://www.yankodesign.com/2012/08/01/order-by-smell/ … #ux #cem
‏@Choypw

5 Sep
The One Handed Condom Wrapper http://www.core77.com/blog/object_culture/the_one_handed_condom_wrapper_an_extreme-user_story_23223.asp … #ux
‏@Choypw

5 Sep
Nice diagram but misses that more and more customer interaction is directly with systems http://zite.to/QjcpL1 @jeffsussna #servicedesign
‏@Choypw

5 Sep
5 Signs That You're an Entrepreneur at Heart - http://bit.ly/NaEhBi via @Jon_Ferrara
‏@Choypw

5 Sep
Transform Your Employees into Passionate Advocates http://bit.ly/w6hgNQ via @HarvardBiz @CXJourney
‏@Choypw

5 Sep
If you were the next Steve Jobs, I love this post as it gets to heart of the challenge http://blogs.hbr.org/haque/2012/09/if_you_were_the_next_steve_job.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date … via @thecustomerblog
‏@Choypw

5 Sep
Throw your life a curve, another interesting post http://blogs.hbr.org/johnson/2012/09/throw-your-life-a-curve.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date … via @thecustomerblog
‏@Choypw

5 Sep
The results that you get in business (and in life) are simply a byproduct of your beliefs. http://bit.ly/NatIhA via @Jon_Ferrara
‏@Choypw

5 Sep
Sales Tips: 2 Little Words to Close Deals Faster http://bit.ly/NatCXg via @Jon_Ferrara @Jon_Ferrara #Sales
‏@Choypw

Tweets of 29 Aug-4 Sep 2012

4 Sep
The Future Of #Digital Customer Experience Is More Than Mobile by @johnrrymer http://bit.ly/UoCN6M via @OnionInsights #CEM
‏@Choypw

4 Sep
There are 83 million fake Facebook accounts!!! If so much is fake, who or what can we rely on? http://is.gd/xfoJNB @GrahamHill #marketing
‏@Choypw

4 Sep
You Can’t Design A User Experience http://zite.to/RcASxQ via @DesignThinkers #ux #servicedesign
‏@Choypw

1 Sep
A 40-Minute crash course in #design thinking http://bit.ly/PMjrbk via @FastCoDesign
‏@Choypw

1 Sep
Our charge is not to create a momentary something out of nothing, but to create a meaningful something out of everything. @leeclowsbeard
‏@Choypw

30 Aug
Customer Experience Should Be Part of Your Business - @HarvardBiz http://blogs.hbr.org/cs/2012/08/customer_experience_should_be.html … #cem
‏@Choypw

30 Aug
#Happiness comes from giving, more than having. http://risd.cc/N1fOya via @interpreteryayo @interpreteryayo
‏@Choypw

30 Aug
37signals Earns Millions Each Year. Its CEO’s Model? His Cleaning Lady http://pulse.me/s/cLm4H via @FastCompany @DeliverBliss
‏@Choypw

30 Aug
Welcome to the New Playing Field: Age of the Customer http://bit.ly/Otj6Is #cem
‏@Choypw

29 Aug
Five Factors to Consider Before Co-Creating with Consumers http://ow.ly/dcYuK via @fei_innovation #vcc
‏@Choypw

Tweets of 22-28 Aug 2012

28 Aug
The Rules of Randomness & How You Can Stand Apart http://ht.ly/dhzFb via @Cogiva
‏@Choypw

28 Aug
Customer Engagement is Measurable http://is.gd/zplNMW via @rshevlin @wimrampen #cem
‏@Choypw

28 Aug
@wimrampen A starting definition: Consumer Perceptions of Price Unfairness http://is.gd/f8d9dr cc @Choypw
‏@GrahamHill

28 Aug
Rethinking QR Codes as Part of the Customer Experience http://goo.gl/2soXP via @jeanniecw @tedcoine #cem
‏@Choypw

28 Aug
How FedEx Revamped its Brand By Fixing Its "Leaning Tower of Packages" http://ow.ly/dgenG via @jeanniecw @Hoovers #cem
‏@Choypw

27 Aug
"Connecting the dots vs collecting the dots." And more dots. http://risd.cc/NPK54q via @ThisIsSethsBlog @johnmaeda
‏@Choypw

27 Aug
Free online class from Wharton on gamification in business http://bit.ly/Q93M7c by @nealunger via @FastCoExist
‏@Choypw

27 Aug
What #Google Gets That Others Don’t: #Innovation Evolves Customers http://bit.ly/MT6YT4 via @TPDashboard #cem
‏@Choypw

26 Aug
Time, space, points, lines, maps, trends, insights: Data visualization tools. http://risd.cc/QE6E6F via @johnmaeda @jenstirrup
‏@Choypw

26 Aug
How do Brands Rank in the Subconscious Customer Experience? http://bit.ly/T6LMqW via @1to1media @CXJourney #cem
‏@Choypw

24 Aug
#Design That Matters: Timothy Prestero on Designing Outcomes, Not Products - @Core77 http://www.core77.com/blog/medical/design_that_matters_timothy_prestero_on_designing_outcomes_not_products_23263.asp #cem #ux
‏@Choypw

24 Aug
"Business is about people collaborating; anything that slows this down is a barrier" http://bit.ly/NjtSEz via @FastCoDesign #business
‏@Choypw

24 Aug
Meeting the Six Human Needs of Customers http://bit.ly/Sjxk2x via @Desk @salesforce @LindaIreland @jorgebarba @ValaAfshar #custserv #cem
‏@Choypw

23 Aug
Customer Experience Enchantment Recipe I Learned from Guy Kawasaki http://bit.ly/SrgxL9 via @themanagr @OnionInsights #cem
‏@Choypw

23 Aug
Do not pursue profit. Pursue a mission profitably! @Cogiva
And that mission is to create positive user experience! #ux #cem
‏@Choypw

23 Aug
End the “spray and pray” approach to #training http://bit.ly/PXR62Q Go for “sustain to attain” results via @TheForumCorp
‏@Choypw

23 Aug
The Importance of the Experience Before the Customer Experience http://bit.ly/SLueQK via @JLWatsonConsult @TPDashboard #cem
‏@Choypw

23 Aug
How do you design customer-friendly waiting lines? http://qr.ae/8UP2c via @ariegoldshlager #custserv #cem
‏@Choypw

23 Aug
A Customer Experience that Reaps Rewards Requires a Marriage of Marketing and IT http://bit.ly/MLKpzB via @1to1media @TPDashboard #cem
‏@Choypw

23 Aug
The Reporter's Guide to Customer Experience http://ow.ly/d9mCq via @ikepigott @jeanniecw #cem
‏@Choypw

22 Aug
Strategies for competing in a down economy http://tinyurl.com/8m7mv87 via @fastcompany @DonPeppers #business
‏@Choypw

22 Aug
Finding Your Tone Of Voice // Stand out from the crowd http://dlvr.it/22MHgy via @flip_design #ux
‏@Choypw

22 Aug
A person's perception is their reality. @brandexpression
‏@Choypw

22 Aug
BMW Brings Luxury Electric Vehicle Sharing To The U.S. http://bit.ly/NE1Ij1 by @arielhs via @FastCoExist #cem #ux
‏@Choypw

22 Aug
What raising toddlers taught @arthurascii about marketing http://bit.ly/NE5g55 via @FastCoDesign #cem
‏@Choypw

22 Aug
The Future Of Customer Experience? It's Getting Personal
http://CMO.com http://ow.ly/d83ms via @MichaelHinshaw #cem
‏@Choypw

22 Aug
10 Stops for #EmployeeEngagement by @DavidZinger http://bit.ly/PoO4Uc via @TPDashboard
‏@Choypw

22 Aug
Designing a Great Customer Experience in the Age of Irrational Customers http://bit.ly/MU1rwI via @1to1media @CXJourney #cem
‏@Choypw

22 Aug
The 20 most-watched TED Talks to date http://wp.me/p10512-fYe
‏@Choypw

Tweets of 15-21 Aug 2012

21 Aug
"Of the 2000+ mousetraps patented, only two have sold well - both from the 19th c." http://risd.cc/NE5JEd via @cindygallop @johnmaeda
‏@Choypw

21 Aug
#Twitter provides update on follower, but nothing on unfollower. 1+ follower is nice-to-have, but 1+ unfollower is must-have-not. #fail
‏@Choypw

21 Aug
What is life? From B To D, from Birth To Death. But what’s between B and D? It's C, Choice. Our #Life is a matter of choices. Choose wisely!
‏@Choypw

21 Aug
Are you ready for dynamic customer experiences that adapt to customers in real-time? http://is.gd/SgPvIK @GrahamHill #servicedesign #cem
‏@Choypw

21 Aug
Turning Customer Intelligence into Innovation http://feedly.com/k/SdMBQV by @ScottDAnthony @wimrampen #cem
‏@Choypw

20 Aug
Manage expectation with unexpected exception, and that's random. #ux #cem
‏@Choypw

20 Aug
Do You WOW Customers With Every Exception? http://goo.gl/L5sTf via @KateNasser @CXJourney #cem
‏@Choypw

20 Aug
Interesting New Ways to Define and Segment your Market http://feedly.com/k/OC5gAU via @wimrampen #cem
‏@Choypw

19 Aug
"Design creates culture. Culture shapes values. Values determine the future." Robert L. Peters
‏@Choypw

18 Aug
Success is not a result of having the best technology, but in offering the best user experience. #ux #cem
‏@Choypw

18 Aug
Tracking the Customer's Journey to Purchase http://feedly.com/k/Ro6p6s via @wimrampen #cem
‏@Choypw

18 Aug
Check out this face drawn using only letters from comic sans http://bit.ly/OX9c15 via @FastCoDesign #ux
‏@Choypw

17 Aug
Infographics Become Easy As Pie, With This Disruptive Font http://bit.ly/Peeusv
‏@FastCoDesign

17 Aug
The 7 deadly #sins of #management http://bit.ly/OiVUKu via @HarvardBiz @TheForumCorp
‏@Choypw
17 Aug
The Disciplined Pursuit of Less - @GregoryMcKeown http://bit.ly/MGWrM3 via @Jon_Ferrara
‏@Choypw

16 Aug
The Next Big Idea From Twitter’s Founders? Pinterest, Basically http://bit.ly/PraeCP via @FastCoDesign #ux
‏@Choypw

16 Aug
Are some fonts more believable than others? A fascinating experiment: http://bit.ly/PfAliq via @FastCoDesign #ux
‏@Choypw

16 Aug
A Portable Speaker That Kicks Hard, With An Ingenious UI http://bit.ly/PcDakg via @Pounehr #ux
‏@Choypw

16 Aug
4 Barriers To Social Business Transition - http://bit.ly/MBXfSc via @Jon_Ferrara #SocBiz
‏@Choypw

15 Aug
The Untapped Value Of Complainers: http://ow.ly/cMvET via @MarketTools #VOC #CEM
‏@Choypw

15 Aug
10 Customer Experience Tips from Guy Kawasaki via @themangr http://bit.ly/OWGq09 via @CXJourney #cem
‏@Choypw

15 Aug
Turn Your Company into a Customer Platform - @HarvardBiz http://blogs.hbr.org/cs/2012/05/turn_your_company_into_a_custo.html … via @JohnDiJulius #cem
@Choypw
15 Aug
Customers Are People, Too - Forbes http://bit.ly/MXKDVR via @CXJourney #cem #custserv
@Choypw

Tweets of 8-14 Aug 2012

14 Aug
A Tufte-inspired app that visualizes the twittersphere http://bit.ly/QxSDrl via @FastCoDesign
‏@Choypw

14 Aug
Now on sale: The Little Printer by @BergLondon: http://bit.ly/RKQ6Ou via @FastCoDesign
‏@Choypw

14 Aug
Why Customer Experience Is The Only Thing That Matters http://is.gd/2nafzG What is the role for #servicedesign in #cem via @GrahamHill
‏@Choypw

14 Aug
It's Not Who Your Customers Are, It's How They Behave http://ow.ly/cWkDc via @MichaelHinshaw #cem
‏@Choypw

14 Aug
How to Engage Your Customers and Employees http://bit.ly/LSTPZK via @TPDashboard @rwang0 #cem
‏@Choypw

14 Aug
A clever font hack allows you to build stunning infographics without spreadsheets. http://bit.ly/Peeusv via @FastCoDesign #ux
‏@Choypw

14 Aug
Customer Journey Mapping Game http://bit.ly/xR4jkH via @TPDashboard #ux #servicedesign #cem
‏@Choypw

13 Aug
Designing a Great Customer Experience in the Age of Irrational Customers
Forrester Blogs http://bit.ly/Pdxcz4 #cem
‏@Choypw

13 Aug
7 Customer Experience Words You Must Know How To Explain http://bit.ly/MNHs2X via @michelfalcon @TPDashboard #cem #custserv #nps
‏@Choypw

12 Aug
The Changing Role of Marketing in the Customer Experience Era http://hbcemcollection.tumblr.com/post/28864432374/the-changing-role-of-marketing-in-the-customer
‏@Choypw

10 Aug
8 Surprising Characteristics Of Winners At The London Olympics http://onforb.es/MGVYJw via @Jon_Ferrara
‏@Choypw

10 Aug
Ad agency creates a flipbook with ‘bad breath’ http://ow.ly/cShY0 via @designtaxi #cem #ux
‏@Choypw

10 Aug
Why The Price Doesn't Always Matter http://bit.ly/MERRxA via @bernadettejiwa @TPDashboard #cem
‏@Choypw

10 Aug
12 Most Expendable Phrases in Business Writing http://goo.gl/qogTI via @12Most @jeanniecw
‏@Choypw

10 Aug
"Information is cheap, but meaning is expensive." George Dyson via @JoeGinese
‏@Choypw

10 Aug
The Great #Marketing #Sales Disconnect: Industry Study Reveals 36% of Leads Never Called http://onforb.es/OOAYfD via @Jon_Ferrara #CRM #sCRM
‏@Choypw

10 Aug
Avoid Customer Experience 'Fails': 9 Tips from Generation Z http://shar.es/vyJvQ via @MichaelHinshaw #cem
‏@Choypw

10 Aug
The Future of Customer Centricity: Insights from Top CEOs http://bit.ly/ufHDca via @CXJourney #cem
‏@Choypw

9 Aug
Here’re the collaboratively collected ‘Mapping Service Experiences’ results of #ServiceDesign Drinks http://www.slideshare.net/ServiceDesignBerlin/mapping-service-experiences-service-design-drinks-berlin via @SD_Berlin
‏@Choypw

8 Aug
50 definitions of employee engagement http://bit.ly/OGVAJG via @CXJourney #hr #culture
@Choypw

Tweets of 1-7 Aug 2012

7 Aug
Three Things Your Company Can Learn from a Bottle of Water http://blogs.hbr.org/cs/2012/08/three_things_your_company_can_learn.html #cem
‏@Choypw

7 Aug
#secretservice @johndijulius http://instagr.am/p/OAbUOcsaAL/ via @AMMDean
Which book is it?
‏@Choypw

7 Aug
To Be Your Best, Try Being "Uncomfortable" http://onforb.es/OAUsY1 via @Jon_Ferrara
‏@Choypw

7 Aug
A nice example of sexy, well-laid type. http://lovelypackage.com/a24-silence-water/#more-24925 via @thefoxisblack #ux
‏@Choypw

7 Aug
The Power of Negative Thinking http://www.nytimes.com/2012/08/05/opinion/sunday/the-positive-power-of-negative-thinking.html via @thefoxisblack
‏@Choypw

7 Aug
Quality is not strategy http://lnkd.in/P5Arpe
‏@Choypw

6 Aug
Let's Get Real-Real via @speakinggump @joepine http://bit.ly/MdAVrT
‏@Choypw

6 Aug
Personalization goal: "interactive experiences tailored to optimally satisfy individual needs" by @Baynote http://bit.ly/T6I8Pv via @joepine
‏@Choypw

5 Aug
5 Principles of Peak Performance http://p.ost.im/p/deh5hJ via @wimrampen
‏@Choypw

5 Aug
Better, Simpler, Cheaper: The Formula That Makes Tesco Great http://bit.ly/OxIPy9 via @TPDashboard #leadership #culture #cem
‏@Choypw

4 Aug
Can the world’s largest companies incorporate sustainability & responsibility into their DNA? http://bit.ly/Rh2KpL via @FastCoExist #CSR
‏@Choypw

3 Aug
Turning complainers into brand advocates - 5 steps http://tinyurl.com/ccayoxm via @DonPeppers #custserv #cem
‏@Choypw

3 Aug
So, how smart are your #touchpoints? http://ow.ly/cGKLK via @MichaelHinshaw #cem
‏@Choypw

2 Aug
These cutting-edge maps don't present physical space, but how people live in it instead. http://bit.ly/T32rxe via @FastCoExist #ux
‏@Choypw

2 Aug
5 Things Potential Customers Want to Hear http://www.inc.com/tom-searcy/how-to-sell-5-things-prospects-want-to-hear.html via @Inc @TPDashboard #sales #crm
‏@Choypw

2 Aug
Ten Reasons Winners Keep Winning, Aside from Skill - Rosabeth Moss Kanter http://ow.ly/1lN6do via @InnovationDaily
‏@Choypw

2 Aug
Minimum requirement is always the most critical. That's the basic key need of user. If it is not met, everything else has 0 value! #cem #ux
‏@Choypw

2 Aug
9 Ways To Be More Customer-Centric http://ow.ly/cFYXu via @MichaelHinshaw #cem
‏@Choypw
2 Aug
Infographic: Visualizing Prime Numbers, For People Who Suck At Math http://bit.ly/Mz1IQQ via @FastCoDesign #ux
‏@Choypw

2 Aug
Thinking is a process of getting past ignorance and into solutions and ideas. http://ow.ly/cFhCt via @designtaxi
‏@Choypw

2 Aug
How to Win Trust: 3 Rules http://bit.ly/LKW0Kb via @TPDashboard cc @DonPeppers
‏@Choypw

2 Aug
HOW TO create a customer journey map by @skewitt http://is.gd/0R6goz and service blueprint http://is.gd/YlAF4I via @GrahamHill #cem
‏@Choypw

2 Aug
Great customer journey map (and blog) from @skewitt http://is.gd/Dtdd0N via @GrahamHill #servicedesign #cem
‏@Choypw

1 Aug
Rethinking the concepts of Email http://www.thefoxisblack.com/2012/08/01/mail-rethinking-the-concepts-of-email/ via @thefoxisblack #ux
‏@Choypw

1 Aug
Watch: A Peek Inside The Apple Recruiting Process http://bit.ly/OBqJPI via @FastCoDesign #hr #culture
‏@Choypw

1 Aug
5 Customer Experience competencies your organization needs. http://bit.ly/M1LNOd via @IBMVivisimo @JeanneBliss #cem
‏@Choypw

1 Aug
The best companies are people centric - there is nothing more important than employees and customers. via @ValaAfshar #leadfromwithin
‏@Choypw

1 Aug
Confusing Customer Experience With Customer Experiences http://bit.ly/Om8xIO by @apmcinnes via @frontreport #cem
‏@Choypw

1 Aug
1 + 1 = 3: Ken Burns on what makes a great story http://j.mp/JJftN0 via @brainpicker
‏@Choypw

Tweets of 25-31 Jul 2012

31 Jul People Will Talk http://goo.gl/t6DX1 via @RebelBrown @jeanniecw
‏@Choypw

31 Jul
Design: necessary and misunderstood by business folks? http://www.1to1media.com/weblog/2012/07/design_because_great_customer.html?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+ThinkCustomersThe1to1Blog+%28Think+customers%3A+The+1to1+Blog%29 via @thecustomerblog #cem
‏@Choypw

31 Jul
12 Most Absolute #Marketing Truths http://goo.gl/edz57 via @12Most @jeanniecw
‏@Choypw

31 Jul
Note: Putting "re," "de," or "un" before a bad action you're trying to describe w/ a generic term doesn't make it positive. @Brainzooming
‏@Choypw

31 Jul
What the heck is Customer Wow? Our own @grmeyer lays it all out http://bit.ly/MMSFhY via @Desk #custserv #customerwow #socialbiz #cem
‏@Choypw

31 Jul
Nice single question survey. Think it's going to provide the insight you need? Think again. http://ow.ly/cBfXg via @MichaelHinshaw #cem
‏@Choypw

31 Jul
Visualizing customer experience with journey maps http://bit.ly/OrsK0C by @joyce_hostyn via @joepine @IPhilVeryGood #cem
‏@Choypw

31 Jul
5 traits to look for in your next generation of leaders http://bit.ly/T0NX0X via @Inc @TheForumCorp #hr #culture
‏@Choypw

30 Jul
Our bodies can detect taste in as little as .0015 secs versus .0024 for touch and .013 for vision. http://risd.cc/PdfkA2 via @johnmaeda #UX
‏@Choypw

29 Jul
How to Train Your Creative Mind http://m.entrepreneur.com/blog/224044
‏@Choypw

29 Jul
10 Ways You Can Really Motivate Employees – Without Using Money http://bit.ly/PSZL5x via @TPDashboard #management #culture
‏@Choypw

27 Jul
Pixar’s rules of storytelling gets ‘Legofied’ http://ow.ly/cxi5m via @designtaxi
‏@Choypw

27 Jul
Quicksilver: great example of checkout #UX? http://econsultancy.com/uk/blog/10415-quiksilver-s-new-website-offers-shining-example-of-checkout-ux?utm_medium=email&utm_source=daily_pulse via @thecustomerblog #cem
‏@Choypw

27 Jul
Brands are not delivering promisea http://is.gd/KKYb5g How to succeed by delivering value to customers http://is.gd/Zok6UK @GrahamHill
‏@Choypw

27 Jul
Marissa Mayer's 9 Principles of #Innovation Fast Company http://bit.ly/Ltl1hz via @CXJourney
‏@Choypw

27 Jul
Remove the 7 Inhibitors to Customer Experience Success Guest post from @jeannebliss http://bit.ly/N5NJjZ via @Desk #cem
‏@Choypw

26 Jul
Implementation Challenges for #Gamification http://amex.co/MEq93O via @Seriosity #ux
‏@Choypw

26 Jul
Nice collection of #CustomerJourney by Jamie Thomson http://pinterest.com/uxjam/journeys/ via @GrahamHill #servicedesign #cem
‏@Choypw

25 Jul
Who Knows Your Brand Promise? http://bit.ly/KBVW3F via @CXJourney #cem
‏@Choypw

25 Jul
Pixar Rules for Narration http://www.andfaraway.net/blog/2012/06/11/pixar-rules-for-narration/ via @robaassi
‏@Choypw

25 Jul
Why you should focus on products rather than brands http://is.gd/PfGyTu And there's more! http://is.gd/cLSxvV @GrahamHill @arthurascii
‏@Choypw

25 Jul
The circles of marketing http://bit.ly/PjdzVY via @ThisIsSethsBlog
Sigh... Another non-sense?
‏@Choypw

25 Jul
Customer experience is a collection of memories. Make every engagement, memorable. via @ValaAfshar #cem | Unforgettable better.
‏@Choypw

25 Jul
A young Steve Jobs, upon returning to Apple describes crucial customer experience ideas in 1997. http://www.youtube.com/watch?v=1SIeTmORl0E&feature=related @marc_c_mandel #cem
‏@Choypw

25 Jul
An ad meant to be all things to all people rarely means anything to the people who really matter. @leeclowsbeard
‏@Choypw

Tweets of 18-24 Jul 2012

24 Jul
hey students out there. this look like a fun little competition put on by SMITH & TED http://www.smithmag.net/sixwordbook/2012/05/21/call-for-submissions-a-new-book-of-six-word-illustrations-by-students/ @smithmag @TheBlackHarbor
‏@Choypw

24 Jul
Customer Understanding: Do You Really Know What Your Customers Want And Need? http://shar.es/tBqS0 via @thecustomerblog #cem
‏@Choypw

24 Jul
Ogilvy’s Jeffrey Bowman Discusses New Generation of #Marketing and #Advertising http://bit.ly/M6fMWv via @Desk
‏@Choypw

24 Jul
How Apple recruits: http://bit.ly/MKjEqT via @FastCoDesign #hr
‏@Choypw

24 Jul
13 ways to avoid distractions http://ti.me/P2Dn8u via @TIMEHealthland @TIME
‏@Choypw

23 Jul
Universal wrapping paper and greeting card for any occasion http://ow.ly/cpicT via @designtaxi #ux
‏@Choypw

23 Jul
This typography series of faces will make you look at fonts in a whole new way: http://ow.ly/cosDn via @designmilk #ux
‏@Choypw

23 Jul
A billboard that advertises nothing http://ow.ly/cpiqD via @designtaxi #ux #marketing
‏@Choypw

23 Jul
All Customers Are Not Created Equal http://bit.ly/LFCjIo via @CXJourney #cem #loyalty #retention
‏@Choypw

23 Jul
People don't want "better" http://feedly.com/k/OeCjL9 via @wimrampen
‏@Choypw

22 Jul
Stop lying about how important your customers are....Does the customer come really first? http://ht.ly/1Ol3Hq via @Cogiva #cem
‏@Choypw

22 Jul
Experience is prevention. Recovery is care. Prevention is better than cure. #cem #ux
‏@Choypw

22 Jul
Expand your mind: At a restaurant, order a food you normally can't stand, and eat it. http://tinyurl.com/7hxyzh5 via @DonPeppers
‏@Choypw

21 Jul
Action is the only reaction that matters. @leeclowsbeard
‏@Choypw

20 Jul
#Nordstrom The One (and only) Rule in its Employee Handbook http://bit.ly/OJL80h via @CXJourney #culture #tchat #cem #hr
‏@Choypw

20 Jul
Are you Pleasing or DELIGHTING your customers?
Teresa Allen :: http://www.allenspeaks.com/news/are-you-pleasing-or-delighting-your-customers-/#.UAibO9RdzTw.twitter #custserv #cem
‏@Choypw

20 Jul
Your Best Brand Asset Is Understanding Yourself - first step on the path to #authenticity http://buff.ly/NGCA9e via @joepine @jody_lentz
‏@Choypw

20 Jul
Are Your Touchpoints Pushing Customers Out The Door? http://shar.es/tzkgp via @MichaelHinshaw #cem
‏@Choypw

19 Jul
It's about the relationship, not the transaction http://bit.ly/Lu2ay2 via @GrahamHill @mjayliebs #cem
‏@Choypw

19 Jul
The Secret To Improving Your Touchpoints? Map ‘Em http://bit.ly/MPucdd via @Desk @b2community #cem
‏@Choypw

19 Jul
Michael Schrage recommends thinking about how proposed innovations make your #customers more valuable http://bit.ly/MFC4rT via @TheForumCorp
‏@Choypw

19 Jul
Enhancing Relationships With Customers Through Online #Brand Communities: http://bit.ly/NhYaXJ via @ariegoldshlager
‏@Choypw

19 Jul
How to Boost Creativity & Innovation in 10 Minutes http://bit.ly/LryDoC via @Desk @inc
‏@Choypw

19 Jul
Just because it’s added doesn’t mean it has value. @leeclowsbeard
‏@Choypw

18 Jul
New Ways of Visualizing the Customer Journey Map http://ow.ly/cjHNd via @GrahamHill @useeds #cem #servicedesign
‏@Choypw

18 Jul
If 91% businesses say #cem is a differentiator, why do only 18% define it and 0% deliver it http://is.gd/cn7jly @GrahamHill #servicedesign
‏@Choypw

18 Jul
The huge gap between brand promises and service delivery http://is.gd/x4VYnZ via @GrahamHill #servicedesign #cem
‏@Choypw

18 Jul
Why Marketers must fix disconnect between brand promise and experience http://is.gd/H0W3DC via @rkbake @GrahamHill #servicedesign #cem
‏@Choypw

18 Jul
The experience economy meets the mall http://nyti.ms/Oe0nkx via @avreese @randydeutsch @joepine #cem #UX
‏@Choypw

18 Jul
In Pursuit of #cem Excellence http://bit.ly/ODjdhz via @TPDashboard @juliebhunt #custserv
‏@Choypw

Tweets of 11-17 Jul 2012

17 Jul
Is this the first step in transforming the customer experience? http://www.1to1media.com/weblog/2012/07/the_first_step_in_creating_a_g.html via @thecustomerblog #cem
‏@Choypw

17 Jul
When 150 designers were asked what is impt? 64% customers, 11% social resp, 8% shareholders, 7% employees @GrahamHill
What's the problem?
‏@Choypw

17 Jul
"Innovation = Addition (new), Need (relevance), Opposite (surprise), Subtraction (focus), Epiphany (aha)" R.S. Wurman via @johnmaeda
‏@Choypw

17 Jul
IDEO's Tim Brown on The Merits of an Evolutionary Approach to Design http://is.gd/lMl2ew via @dhashc @GrahamHill
‏@Choypw

17 Jul
@Choypw Hmmm. Works for me: http://workplayexperience.blogspot.de/2007/03/timing-is-everything.html
‏@joepine

16 Jul
Coffee progression
Cmdty: growing & trading
Gds: roasting & grinding
Svcs: brewing & serving
Exps: enjoying & being @joepine #cem
‏@Choypw

16 Jul
Customer Experience Killers http://goo.gl/zjYnF via @shawmu @tedcoine #cem
‏@Choypw

16 Jul
What is Experience based Segmentation? It's not demographics! http://ow.ly/buXB8 via @joepine @BeyondP #cem
‏@Choypw

16 Jul
Experience Innovation: Co-Creating Value with Users by @VTTFinland http://bit.ly/MyNX2G via @joepine #cem
‏@Choypw

16 Jul
"Bad is Stronger than Good:" Lessons for Customer Loyalty & Experience http://www.gfkinsights4u.com/insights4u.cfm?articleID=528 #cem
‏@Choypw

16 Jul
Commitments enhance buy-in; buy-in enhances happiness. http://bit.ly/OHJ493 via @CXJourney @Leadershipfreak
‏@Choypw

15 Jul
Life happens when you stop trying. @HillaryHopper
‏@Choypw

15 Jul
Scientists invent new type of window conceived to improve concentration, regulate sleep -- & even make you happier http://www.fastcodesign.com/1670273/scientists-invent-glass-that-ll-make-you-happier
‏@Choypw

15 Jul
Continuum's @Craiglarosa discusses why retailers must embrace customer-centered service innovation http://www.fastcodesign.com/node/1670285 #cem #ux
‏@Choypw

14 Jul
Every first moment is moment of truth. #cem #ux
‏@Choypw

13 Jul
Excellence 2012: The Search Continues! http://ow.ly/cdB2A via @tom_peters @joepine
‏@Choypw

13 Jul
Leader is accountable for happiness of employee; employee is accountable for happiness of customer. #cem #culture #leadership
‏@Choypw

13 Jul
Customer Experience - infographic http://bit.ly/Oz5Bot via @TPDashboard #cem
‏@Choypw

13 Jul
4 New #Marketing Paradigms http://goo.gl/7SSX7 via @meannie #cem
‏@Choypw

13 Jul
In times of adversity and change, we really discover who we are and what we're made of. @JohnDiJulius
‏@Choypw

12 Jul
Define the problem at the level of the behaviors http://bit.ly/MNdBDl via @Jabaldaia
‏@Choypw

12 Jul
The easier it gets for customers to seek revenge, the more trustworthy businesses will HAVE to be, for their own survival. @DonPeppers
‏@Choypw

12 Jul
7 Traits of Truly Inspiring Leaders http://bit.ly/Nf6FjC via @CXJourney #leadership
‏@Choypw

12 Jul
To build trust, show trust. http://goo.gl/SsEdz via @meannie
‏@Choypw

12 Jul
14 questions to ask when building a service culture http://bit.ly/P03AFo via @upyourservice @CXJourney #custserv #culture
‏@Choypw

12 Jul
5 best practices for #loyalty programs http://bit.ly/NluIKf via @DonPeppers #cem
‏@Choypw

12 Jul
Perspectives in Experience Design http://buff.ly/NeWSKw via @uxisthepoint @jerrylieveld #UX #CEM #design #servicedesign
‏@Choypw

11 Jul
The customer loyalty/customer experience conundrum http://bit.ly/NnA7nB via @retexperience #cem
‏@Choypw

11 Jul
It takes 12 positive service experiences to make up for 1 negative experience - R. Legner, "Understanding Customers" via @Desk #cem
‏@Choypw

Tweets of 4-10 Jul 2012

10 Jul
Empathy is the ultimate form of customer insight http://tinyurl.com/77lo5ty via @DonPeppers #customertrust #extremetrust
‏@Choypw

10 Jul
I vs WE as one of two actions: » Speaking (I)LL of others. » Speaking (WE)LL of others. via @johnmaeda
‏@Choypw

10 Jul
Soc network = wider reach, but shallow relevance. Community = narrow (reach) deep (relev) http://ow.ly/c6yeF via @mich8elwu
‏@Choypw

10 Jul
Are You On The Path to a Great Customer Experience? http://bit.ly/LSIc5r via @MichaelHinshaw @themanagr #cem
‏@Choypw

9 Jul
Differences between experience design and #servicedesign by @hereatEngine http://vimeo.com/23582440 via @stefdirusso @GrahamHill #cem
‏@Choypw

8 Jul
Use Pricing Strategy to Boost Sales http://s.hbr.org/PcIIgA via @HarvardBiz
‏@Choypw

7 Jul
Wurman's 5 ways to organize information: LATCH = Location, Alphabet, Time, Category, Hierarchy. http://risd.cc/NF9PJU via @johnmaeda
‏@Choypw

7 Jul
Seven Signs of a Customer-Focused CEO http://bit.ly/OxAc9t via @CXJourney #cem #custserv #ceo #leadership
‏@Choypw

6 Jul
The Steve Jobs Pivot http://bit.ly/N9wlKY via @CXJourney
‏@Choypw

6 Jul
How to Type Symbols Using the ALT Key http://www.wikihow.com/Type-Symbols-Using-the-ALT-Key via @wikiHow #ux
‏@Choypw

5 Jul
Value always beats values when it comes to consumers http://is.gd/9PQoZF via @GrahamHill
‏@Choypw

5 Jul
@CXJourney @tedcoine @wimrampen @grahamhill So "happy employee happy customer" does not apply to b2b?
‏@Choypw

5 Jul
@CXJourney @tedcoine @wimrampen @grahamhill Who's Foxconn's customer? Apple. I'm actually talking about b2b not b2c here. 1/2
‏@Choypw

5 Jul
The Burden of the #Brand http://nblo.gs/zzLyN via @JohnDiJulius
‏@Choypw

5 Jul
The Psychology of Engagement: Building an #EmployeeEngagement #Culture http://bit.ly/Ol1v6x via @CXJourney
‏@Choypw

5 Jul
Practical advice for any entrepreneur looking to grow a business built on values. http://bit.ly/P1EPcX via @FastCoExist
‏@Choypw

4 Jul
How to reinvent #marketing and make it noble again http://is.gd/NeWg0B via @GrahamHill #servicedesign
‏@Choypw

4 Jul
Why do Foxconn employees keep committing suicide? http://www.quora.com/Why-do-Foxconn-employees-keep-committing-suicide #hr #culture
‏@Choypw

4 Jul
Why Foxconn is still growing strong when employee experience is "not positive?" @CXJourney @GrahamHill @wimrampen @tedcoine #hr #culture
‏@Choypw

4 Jul
Marketers Have It Wrong: Forget Engagement, Consumers Want Simplicity http://onforb.es/P2y0rv via @Jon_Ferrara @Forbes #cem
‏@Choypw

Tweets of 27 Jun-3 Jul 2012

3 Jul
Growth strategies and trends http://www.forbes.com/sites/christinemoorman/2012/07/02/how-does-your-company-grow/?ss=innovation-science via @thecustomerblog
‏@Choypw

3 Jul
10 ways Walmart has changed the world
http://ti.me/MNknI8 via @TIME
‏@Choypw

3 Jul
10 Ways To Turn Word-Of-Mouth #Advertising Into #Sales http://www.openforum.com/idea-hub/topics/marketing/article/10-ways-to-turn-word-of-mouth-advertising-into-sales #cem
‏@Choypw

3 Jul
How should companies co-create their future with customers? http://qr.ae/RvzUL via @ariegoldshlager #cocreation #cem
‏@Choypw

3 Jul
#Apple may be testing out a new Genius Bar layout http://lat.ms/MNShwz via @latimes #cem #ux #custserv
‏@Choypw

3 Jul
Leadership + Culture + Service = Profit. http://po.st/3kgyZS via @meannie @tedcoine @ValaAfshar #custserv #cem #business
‏@Choypw

2 Jul
Customer Experience Investigation: Mapping The Touchpoints http://nblo.gs/zrZPy via @jeanniecw #cem
‏@Choypw

2 Jul
Who Knows Your Brand Promise? http://bit.ly/KBVW3F via @CXJourney #brand #culture #cem
‏@Choypw

2 Jul
How To Map The Emotional Customer Experience http://bit.ly/qaavRR via @marcireynolds12 @TPDashboard #cem
‏@Choypw

2 Jul
Create a cust experience map (Examples: @LEGO_Group @Starbucks @zynga) http://bit.ly/LNM6Nr @TPDashboard @DnBUS #cem
‏@Choypw

2 Jul
The Anatomy of an Experience Map - Adaptive Path http://bit.ly/s268Ta via @TPDashboard #cem
‏@Choypw
1 Jul
A 'disappearing' book that encourages people to read from new authors http://ow.ly/bVSZj via @designtaxi #ux
‏@Choypw

1 Jul
The eternal battle between Procter & Gamble and Unilever is intensifying in the developing world http://econ.st/OKc1qB via @TheEconomist
‏@Choypw

1 Jul
Brownwashing: why green consumers buy brown things http://ow.ly/bVrne via @GOOD #ux #cem
‏@Choypw

1 Jul
'Leap second' to be added to the clock http://soc.li/Kx2s4Ik
‏@Choypw

1 Jul
The planning of Brand Experiences http://buff.ly/LCN1dc via @FredZimny #custsrv #ux #cem
‏@Choypw

1 Jul
How to use if-this-then-that (IFTTT) to achieve social media zen http://goo.gl/RlVQm via @leaderswest @ShellyKramer
‏@Choypw

29 Jun
"You cannot live a positive life with a negative mind." @kimgarst via @KnowledgeBishop #wisdom
‏@Choypw

29 Jun
#Marketing Is NOT About Relationships http://goo.gl/GEF4U via @wittlake @meannie @chiefmartec
‏@Choypw

29 Jun
The Secret To Improving Your Touchpoints? Map 'Em http://ow.ly/bTQXG via @MichaelHinshaw #cem
‏@Choypw

29 Jun
We Need A Fundamentally Different Way To Create A Brand http://bit.ly/Qj4Jab via @CXJourney #brand #cem #strategy
‏@Choypw

29 Jun
Apple Analysis: How It Promises a Better User Experience http://ti.me/NKFqix via @TIME @Desk #cem #custserv
‏@Choypw

28 Jun
5 questions for whether you are trusted by customers http://tinyurl.com/76nreu3 by @DonPeppers on @FastCompany @meannie
‏@Choypw

28 Jun
The Sherlock Holmes guide to creating buyer personas http://www.pixelsandclicks.net/sherlock-holmes-guide-buyer-personas/ via @bhas @jeanniecw @ginidietrich
‏@Choypw

28 Jun
Defining the customer experience online and offline http://bit.ly/Lf9Zcf via @MarlaBace @CXJourney #cem
‏@Choypw

28 Jun
Forrester Customer Experience Forum, Day 1 Takeaways http://bit.ly/LBtXAq via @CventSurvey @TPDashboard #cem
‏@Choypw

28 Jun
Walking in Your Customer's Footsteps: An Outside In Approach to #cem http://smg.io/NN7u3M via @CXMWorld
‏@Choypw

28 Jun
Want to know the secret to effective employee engagement? http://bit.ly/MptpP5 via @TheForumCorp @HRZone
‏@Choypw

28 Jun
4 companies on a journey to transform customer experience http://ow.ly/bQB2N via @peoplemetrics @LindaIreland #cem
‏@Choypw

27 Jun
Take this simple marketing quiz http://bit.ly/Ov8mMZ via @ThisIsSethsBlog
‏@Choypw

27 Jun
Great Brands Are About Fusing Product And Service. How Do You Do It? http://is.gd/ePi2Fq via @GrahamHill #servicedesign
‏@Choypw

Tweets of 20-26 Jun 2012

26 Jun
"The Customer Experience journey never has an end" Kevin Peters, Office Depot CEO via @Andrew_Reise #cem
‏@Choypw

26 Jun
For Your Company To Last, The “Brand” Must Die. But Stories Should Survive http://bit.ly/LMkAMx via @FastCoDesign
‏@Choypw

26 Jun
Far-Fetched Ideas Are Fun. But Innovation Usually Starts Small http://bit.ly/KARDAH by @_Continuum's Daniel Sobol via @FastCoDesign
‏@Choypw

26 Jun
impossible = i m possible! #motivation #hr #culture #custserv
‏@Choypw

26 Jun
Quick shortcuts (in search of) http://bit.ly/Nvqn7R via @ThisIsSethsBlog
‏@Choypw

26 Jun
Achieving #Brand Integrity http://cxjourney.blogspot.com/2012/05/achieving-brand-integrity.html?spref=tw via @Natski68 @CXJourney #cem
‏@Choypw

25 Jun
12 Most Essential Habits for Success http://goo.gl/x1vTx via @12Most @jeanniecw
‏@Choypw

25 Jun
Design Services That Deliver http://www.semanticfoundry.com/docs/servicesThatDeliver.pdf from HBR in 1984 via @GrahamHill @StrayTim #servicedesign #cem
‏@Choypw

25 Jun
Repeat. Share. That's all firm needs user to do. In return, firm needs to deliver CUP (consistent, unique, positive) experience. #cem #ux
‏@Choypw

24 Jun
Our friends don't love us for what we do; they love us for who we are (the same is true for customers, clients and employees). @simonsinek
‏@Choypw

24 Jun
We meet to depart http://risd.cc/MGLHYY via @johnmaeda
‏@Choypw

24 Jun
60 selfless ways to pay it forward http://goo.gl/ZFrQJ via @meannie
‏@Choypw

24 Jun
Seth's Blog: Where does trust come from? http://lnkd.in/W-uShK
‏@Choypw

24 Jun
How to Increase Your Starting Pay by 20% - Forbes http://lnkd.in/-DN7Pt
‏@Choypw

24 Jun
Business Model Canvas for User Experience by @TriKro http://bit.ly/PqtqkI via @TPDashboard #ux #cem
‏@Choypw

23 Jun
4 Things #Brand Advocates Want You to Know http://buff.ly/L2r5fP via @Jon_Ferrara
‏@Choypw

22 Jun
50 Tips to Keep a Customer http://slidesha.re/KgcZDa via @jimsmiller #custserv #cem
‏@Choypw

22 Jun
Customer Experience Journey http://bit.ly/KFvvew via @sorenmuus @TPDashboard #servicedesign #cem
‏@Choypw

22 Jun
#Culture Wins http://www.360connext.com/culture-wins/#.T-R0CL0CuOk.twitter via @jeanniecw
‏@Choypw

22 Jun
"Move retail into experience economy where customers buy experience w/benefits beyond product" @mkplantes http://bit.ly/M9sLTH via @joepine
‏@Choypw

22 Jun
Suck Less, One Touchpoint At A Time http://ow.ly/bKahN via @MichaelHinshaw #cem
‏@Choypw

21 Jun
Great discussion on what "experience" really means by @interactivate http://bit.ly/KSiGJk via @joepine #cem
‏@Choypw

20 Jun
Happy+Autonomous Employees Create Authentic Experiences for Consumers http://ellevetell.com/portfolio/creating-authentic-experiences/ via @joepine @lindsay_vee #cem
‏@Choypw

20 Jun
"Unless your brand is creating memorable experiences your online strategy will not achieve full potential" http://bit.ly/KSkf9T via @joepine
‏@Choypw

20 Jun
Mission: Engage Talent
Fast Company http://bit.ly/Lb59AV via @CXJourney #culture #leadership #hr
‏@Choypw

20 Jun
Amazement is not a single experience. It's the consistent outcome of expecting and getting the right thing. via @Hyken #custserv #cem
‏@Choypw

20 Jun
Your company is either creating #brand evangelists or brand terrorists via @JohnDiJulius #cem
‏@Choypw

20 Jun
The Heart Of Competitive Advantage In The Era Of #SmartCustomers http://ow.ly/bGrkQ via @MichaelHinshaw #cem
‏@Choypw

Tweets of 13-19 Jun 2012

19 Jun
user is subset of human “@Choypw: Consumer is subset of user. #ux #cem”
‏@fabnet_be

19 Jun
Consumer is subset of user. #ux #cem
‏@Choypw

19 Jun
8 real-life examples where fewer words convey more meaning http://goo.gl/yQwms via @BeckyGaylord @jeanniecw
‏@Choypw

19 Jun
#Gamification --> Engagement --> Adoption --> Viral Growth via @mich8elwu
‏@Choypw

19 Jun
Do you need your customers more than they need you? http://blogs.forrester.com/harley_manning/12-06-18-you_need_your_customer_more_than_your_customers_need_you?cm_mmc=RSS-_-MS-_-64-_-blog_178 via @thecustomerblog #cem
‏@Choypw

19 Jun
Faster is not better. Quality trumps quantity. Fidelity trumps noise. Right time trumps real time via @rwang0 @tdebaillon
‏@Choypw

19 Jun
The Evolution of #Gamification in the Workplace http://buff.ly/Kzqwff via @Jon_Ferrara
‏@Choypw

19 Jun
Exceptional Customer Experience - 6 Steps to Achieving One by @WBendle http://ow.ly/bFbk3 via @Brainzooming #cem #custserv
‏@Choypw

19 Jun
@Choypw I'm not opposed to firing a customer. But first let's look at why that abuse is happening.
‏@CXJourney

19 Jun
Customer-centric culture: Everyone working toward a common goal, with customer in mind. @CXJourney
What if customer abuses firm?
‏@Choypw

19 Jun
@Choypw The customer is the "common perspective."
‏@CXJourney

18 Jun
Customer advocacy is the key to brand longevity: It's either revamp or regret. via @KnowledgeBishop #custserv #cem
‏@Choypw

18 Jun
On finding what matters most to your customers: http://ow.ly/bjPem vis via @jimtincher @LindaIreland #cem
‏@Choypw

18 Jun
#Brand talk isn't helping your company, replace it? http://www.fastcodesign.com/1670044/branding-talk-isnt-helping-your-company-heres-what-should-replace-it?partner=homepage_newsletter via @thecustomerblog #cem
‏@Choypw

18 Jun
The “Doing” of Customer Experience http://nblo.gs/yTwaC via @jeanniecw #cem
‏@Choypw

18 Jun
Who Knows Your Brand Promise? http://bit.ly/KBVW3F via @CXJourney #brand #marketing #cem #culture
‏@Choypw

18 Jun
A strong customer-centric culture: Everyone working toward a common goal, with a common perspective in mind. @CXJourney | Where is customer?
‏@Choypw

18 Jun
Gamification for HR http://lnkd.in/5xF6si
‏@Choypw

18 Jun
Here's an example of negative and more positive cultures http://www.kay-lambertassociates.co.uk/how-to-avoid-a-vulture-cultureand-create-a-culture-of-construction/ via @tedcoine @timothykla #hr
‏@Choypw

17 Jun
All the good advertising in the world can't compare to one good personal experience. via @MossiTech #cem
‏@Choypw

17 Jun
Build Customer Experience by Focusing on Employee Experience With Same Vigor http://bit.ly/OVfnmU via @CXJourney @cmswire #cem #hr
‏@Choypw

17 Jun
Experience is never about 5 senses, but beyond: hands, head, and heart. #cem #ux
‏@Choypw

17 Jun
Wow Customer Experiences – Defined and Delivered http://bit.ly/Mb0cE3 via @CustExpNews #cem #voc
‏@Choypw

17 Jun
Pick a number between 1 and 1000. http://risd.cc/LWLpAg via @johnmaeda
‏@Choypw

17 Jun
It's Time to Focus on Employee Experience http://bit.ly/KGPQQ2 via @CXJourney #hr #tchat #culture #cem
‏@Choypw

17 Jun
Designing a Customer Experience http://bit.ly/L2vxNt via @JTinKC @TPDashboard #cem
‏@Choypw

17 Jun
Simplifying Loyalty Driver Analysis http://tinyurl.com/7derq9w via @bobehayes #cem
‏@Choypw

16 Jun
Interesting piece on happiness and failure? http://www.guardian.co.uk/lifeandstyle/2012/jun/15/happiness-is-being-a-loser-burkeman via @thecustomerblog
‏@Choypw

16 Jun
Changing the World, One Thank You at a Time http://bit.ly/Jylopb via @CXJourney #culture
‏@Choypw

16 Jun
Are these the 4 stages of the customer centric journey? http://www.customerthink.com/article/let_your_customers_inspire_you_four_stages_of_customer_centric_journey via @thecustomerblog
‏@Choypw

16 Jun
Customer Journey Map
Continuous Improvement http://bit.ly/ONfhh2 via @shmula @TPDashboard #cem
‏@Choypw

15 Jun
What's Your Customer Effort (Score)? http://ow.ly/bAA37 by @annettefranz via @LindaIreland #cem
‏@Choypw

15 Jun
Are Employees Your Competitive Advantage? via @shawmu @tedcoine
‏@Choypw

15 Jun
Remove the 7 Inhibitors to Customer Experience Success http://ow.ly/bAvlN via @MichaelHinshaw #cem
‏@Choypw

15 Jun
Exceptional Customer Experience - Six Steps to Achieving One - http://ow.ly/bzATk via @Brainzooming @wbendle #CEM #custserv
‏@Choypw

14 Jun
The new elevator pitch: Now in five slides or less http://bit.ly/Kq8Ott
‏@Choypw

14 Jun
Branding is Storytelling - To Thine Own Brand Be True http://buff.ly/JZlNxh via @Jon_Ferrara @Meghatron5 #Marketing
‏@Choypw

14 Jun
CEOs and CMOs have to be in it to deliver the customer experience? http://www.forbes.com/sites/johnellett/2012/06/13/cmos-as-bridge-builders/ via @thecustomerblog #cem
‏@Choypw

14 Jun
The smartest way to close the deal focuses on the bottom-line impact for the #customer http://bit.ly/LylU7b via @Sales_Source @TheForumCorp
‏@Choypw

14 Jun
#Brand Management and the King Oyster Principle: http://dld.bz/b5gkN via @LindaIreland @brandamentalist
‏@Choypw

14 Jun
The problem with traditional #CRM is that it turns people into data and relationships into rules of engagement. http://buswk.co/KpcQyC via @BW
‏@Choypw

14 Jun
Moving Beyond Customer Engagement to Advocacy http://bit.ly/Ls1AEs via @MichaelHinshaw @farlandgroup @RoanneNeuwirth #cem #crm
‏@Choypw

13 Jun
Can loyalty program's be bad for business? http://blogs.hbr.org/cs/2012/06/why_loyalty_programs_can_be_ba.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date via @thecustomerblog
‏@Choypw

13 Jun
What The Most Successful People Do Before Breakfast
Fast Company http://bit.ly/MrtrEp via @DeliverBliss
‏@Choypw

13 Jun
How To Win The Talent War
Fast Company http://bit.ly/L1k3cv via @TPDashboard
‏@Choypw

13 Jun
Method 10x10: Who's the Chief Experience Officer? http://10x10.method.com/whos-the-chief-experience-officer/ via @kimkorn #cem
‏@Choypw

13 Jun
Why Strategy Matters - Forbes http://lnkd.in/2qdRDq
‏@Choypw

13 Jun
Agility: the ingredient that will define next generation Leadership - Forbes http://lnkd.in/-X7NtK
‏@Choypw

Tweets of 6-12 Jun 2012

12 Jun
Journey Mapping Principles that Influence Business Strategy & Tactics http://bit.ly/Lx0aaA via @TPDashboard #cem
‏@Choypw

12 Jun
Keeping the brand experience, not as easy as it sounds? http://www.business2community.com/branding/keeping-your-brand-promise-0186551?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+B2CMarketingInsider+%28Business+2+Community%29 via @thecustomerblog @MichaelHinshaw #cem
‏@Choypw

12 Jun
Experience based Segmentation http://zite.to/LwHbgh via @bsdalton #cem #crm
‏@Choypw

12 Jun
"Customers don't want to be managed and acquired. They want to be listened to and helped." @Jon_Ferrara via @BernardoBorjas #crm #cem #scrm
‏@Choypw

12 Jun
"Customer co-creation is open innovation with customers" (Frank Piller) http://mass-customization.de/key-words-defined.html via @Yannigroth
‏@Choypw

12 Jun
Feel or die and six other essentials for creating happy customers http://www.1to1media.com/weblog/2012/06/7_ways_to_customer_happiness.html?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+ThinkCustomersThe1to1Blog+%28Think+customers%3A+The+1to1+Blog%29 via @thecustomerblog #cem #crm
‏@Choypw

11 Jun
"How consumers think about brands is shaped more by experience than adverts" http://is.gd/pHJtow via @GrahamHill #cem
‏@Choypw

11 Jun
Lippincott on the importance of authentic branding stories and inspiring branded experiences http://is.gd/jF3eN7 via @GrahamHill #cem
‏@Choypw

11 Jun
Ten Lessons from Peter Thiel's Class On Startups - Forbes http://onforb.es/LEU9qZ via @Brainzooming @thinkbigkc
‏@Choypw

11 Jun
How to Thank Your Employees in Only 8 Words http://ow.ly/btNV7 via @Hyken @Inc
‏@Choypw

10 Jun
Customer Experience – Next Competitive Battlefield
w for wow !!!!!! http://lnkd.in/UFqpdN
‏@Choypw

10 Jun
Canon makes every touch a “power touch”: Multichannel sales and service success story http://bit.ly/LzLNEw #cem #crm
‏@Choypw

10 Jun
4 Brands That Know How to Tell a Story http://lnkd.in/wEWtJH
‏@Choypw

9 Jun
"Breath is between conscious and subconscious." Kelly Dobson http://risd.cc/LHncYZ via @johnmaeda
‏@Choypw

9 Jun
Former Coke executive slams 'share of stomach' marketing campaign http://lnkd.in/ABtQJw
‏@Choypw

8 Jun
"how consumers think about brands is shaped more by customer experience than adverts" http://www.marketingweek.co.uk/trends/how-legends-harness-power-of-brand-story/4002075.article via @thecustomerblog #cem
‏@Choypw

8 Jun
Know When to Manage and When to Coach http://lnkd.in/AF225Y
‏@Choypw

8 Jun
Foster A Collaborative Sales Team: 5 Ways http://lnkd.in/xiy974
‏@Choypw

8 Jun
Customer Reference Programs at The Tipping Point http://lnkd.in/F2UFem
‏@Choypw

8 Jun
The Art of Letting Go http://lnkd.in/svZxvW
‏@Choypw

7 Jun
Useful excerpt from McKinsey book on sales operations http://tinyurl.com/6sbnlc9 via @1to1media @DonPeppers
‏@Choypw

7 Jun
Meetings, by Steve Jobs http://www.fastcodesign.com/1669936/meetings-are-a-skill-you-can-master-and-steve-jobs-taught-me-how via @DeliverBliss
‏@Choypw

7 Jun
The wise know all the whys, and let you find the hows. @johnmaeda
‏@Choypw

7 Jun
For B2B Marketers, the Zero Moment of Truth Is Also Mobile by @steveolenski http://goo.gl/fb/Zn3CU via @YourCustomers #cem
‏@Choypw

7 Jun
What do @Amazon, @LEGO_Group and @zappos have in common? http://bit.ly/L2FGpy Personal touch in #custserv via @TheForumCorp #cem
‏@Choypw

7 Jun
FIVE yes-or-no questions can determine whether your business is genuinely trusted by customers http://tinyurl.com/76nreu3 via @DonPeppers
‏@Choypw

7 Jun
Never forget that to the customer it's about one moment. Not about the trends. via @MichaelHinshaw @novologic @KateNasser #cem
‏@Choypw

6 Jun
@Choypw @shaunsmith_cem Wealthy consumers prefer to 'experience' except in China where the rich still prefer to acquire expensive brands.
‏@ShaunSmith_CEM

6 Jun
#cem Wealthy consumers are moving from 'owning' to 'experiencing'. http://bit.ly/L9Wqd3 via @ShaunSmith_CEM
‏@Choypw

6 Jun
The big boys in marketing are interested in the Customer Journey http://is.gd/ZG83TZ and http://is.gd/v0hB2c via @GrahamHill
‏@Choypw

6 Jun
#Cocreation is a double-edged sword; it increases customer value but increases employee stress http://is.gd/3YQXmh via @GrahamHill
‏@Choypw

6 Jun
Customer Experience #Brand Strategy - 22 Articles to Explore Your Strategy http://ow.ly/bo53x via @Brainzooming #ux #custserv #cem
‏@Choypw

6 Jun
Facebook Will Disappear by 2020, Says Analyst http://lnkd.in/HFdScE
‏@Choypw

6 Jun
A Short Manifesto on Disconnecting http://goo.gl/yBFkC via @jeanniecw
‏@Choypw

6 Jun
How the intersection of customer experience & performance chains can set you up to win http://www.game-changer.net/2012/06/05/3-common-innovation-mistakes/#.T84feFgnERk.twitter via @jorgebarba @clavm
‏@Choypw

Tweets of 30 May-5 Jun 2012

5 Jun
5 Ways To Be An Entrepreneur For Life http://lnkd.in/YgnyTi
‏@Choypw

5 Jun
@Choypw RE OPtimisation. Cos want stuff. Partners want stuff. Customers want stuff. Others want stuff too. You have to find an optimum
‏@GrahamHill

5 Jun
Evidence that value-in-use throughout the lifecycle of goods is a key driver of repurchase http://is.gd/BjAFuf via @grahamhill #sdlogic
‏@Choypw

5 Jun
@Choypw They are trade-offs around how much value is available to be created by each party. Don't worry about the XYZisation word
‏@GrahamHill

5 Jun
@GrahamHill But what do you mean by "optimising trade-offs?" Why optimize not maximize nor minimize? What are the trade-offs?
‏@Choypw

5 Jun
Play to win as opposed to playing not to lose. @JohnDiJulius
‏@Choypw

5 Jun
If every dollar spent on #customer #experience is matched by a dollar for the #employee #experience, results accelerate via @mikewittenstein
‏@Choypw

5 Jun
The Art of Listening and Its Impact on the Customer Experience
http://Loyalty360.org http://lnkd.in/q2P-u5
‏@Choypw

5 Jun
5 Leadership Behaviors Loyal Employees Trust http://lnkd.in/GeGX_y
‏@Choypw

5 Jun
Our (global) Consumer Trend Seminars (Aug-Oct 2012). Give half a day & leave fully in the know! http://bit.ly/Ibu1nM via @trendwatching
‏@Choypw

4 Jun
@Choypw pretty much all companies with large numbers of customers. Banks, telcos, airlines...
‏@GrahamHill

4 Jun
Business is about optimising trade-offs. Not about putting customers first. via @GrahamHill #scrm #cem #crm
Example?
‏@Choypw

4 Jun
"The past is history, the future is a mystery, and today is a gift. That is why we call it the present." Kung Fu Panda via @johnmaeda
‏@Choypw

3 Jun
Customer Journey Map
Experience Research http://bit.ly/L5yzcI via @TPDashboard #cem #ux
‏@Choypw

2 Jun
Tom Nies: Putting the burden down http://www.sbnonline.com/2012/02/tom-nies-putting-the-burden-down/#.T8oqg1YJ3G0.twitter via @jvdt
‏@Choypw

2 Jun
Build a Product Customers Will Buy: 5 Tips http://bit.ly/LgzkSl via @Inc @TPDashboard
‏@Choypw

2 Jun
32 Innovations That Will Change Your Tomorrow http://nyti.ms/LTQisp via @frogdesign @NYTmag
‏@Choypw

2 Jun
"Make a customer, not a sale." Katherine Barchetti via @KentHuffman #cem #crm #custserv
‏@Choypw

2 Jun
Consumers Do/Don’t Want Relationships With Brands http://feedly.com/k/N4hx5l via @wimrampen
‏@Choypw

2 Jun
Understand What Customer Journey Mapping is all about: http://bit.ly/KwkDgk via @motivstrategies @TPDashboard #cem
‏@Choypw

2 Jun
Passion is the emotional fuel that drives your vision. @JohnDiJulius
‏@Choypw

2 Jun
Interesting video on Customer Journey Mapping http://bit.ly/KwjPIz via @rmukeshgupta @TPDashboard #cem
‏@Choypw

1 Jun
Service Excellence- Deconstructing the Magic http://lnkd.in/J5XaxS
‏@Choypw

1 Jun
The Simple Solution For Improved Performance - Forbes http://lnkd.in/aTFS3a
‏@Choypw

1 Jun
Too Funny: Google wants .LOL Domain http://lnkd.in/KW8afC
‏@Choypw

1 Jun
Principle no 1 for using money to get happy: Buy experiences instead of things http://hvrd.me/KO7y0G via @KrisOestergaard @joepine
‏@Choypw

1 Jun
Holistic experience design and the Experience Economy by @pedrocustodio http://bit.ly/M3I8NR via @joepine
‏@Choypw

1 Jun
"Noise is music that people don't want to hear." @DanielCavicchi via @johnmaeda
‏@Choypw

1 Jun
"Is more always better? Sometimes, only better is better." @ThisIsSethsBlog
‏@Choypw

1 Jun
Service Design Inspiration http://bit.ly/LcfaZY via @GrahamHill @Cuatripatipedo #servicedesign
‏@Choypw

1 Jun
Leading Through Connections http://lnkd.in/-KB43z
‏@Choypw

1 Jun
Customer Expectations for Trust are Rising http://lnkd.in/h4jEsi
‏@Choypw

1 Jun
Four Ways Brands Can Build Better Relationships http://lnkd.in/Ww-xgn
‏@Choypw

1 Jun
The 8 keys to successful branding - why Mad Men and bourbon are not going to cut it http://lnkd.in/nunB8B
‏@Choypw

1 Jun
A Simple Tool You Need to Manage Innovation http://lnkd.in/4gYA8Q
‏@Choypw

1 Jun
Gamification and motivation: Tapping into psychology via @iMediaTweet http://bit.ly/JTzZci featuring @mich8elwu @bjfogg #scem #socbiz
‏@Choypw

31 May
20 Revealing Stats, Charts, and Graphs Every Marketer Should Know http://buff.ly/JZJglA via @Jon_Ferrara #cem #crm #ux
‏@Choypw

31 May
Achieving #Brand Integrity http://goo.gl/pL7Xh via @jeanniecw @CXJourney #cem #ux
‏@Choypw

31 May
3 Secret Weapons For Better Communication, From Professional Actors http://is.gd/e6f6Dz via @GrahamHill
‏@Choypw

30 May
Lessons in Complementary Leadership from Disney and Coca-Cola - Forbes http://lnkd.in/Dk6ukx
‏@Choypw

30 May
Creativity and customer intimacy are key according to IBM CEO survey: http://is.gd/czyp6i via @GrahamHill @GregKinsey
‏@Choypw

30 May
MADE BETTER IN CHINA http://is.gd/AJNFEQ via @GrahamHill @gleonhard
‏@Choypw

30 May
The Power of Persuasion, Effective Use of Influencer #Marketing http://buff.ly/LkwHAI via @Jon_Ferrara
‏@Choypw

30 May
Three tips for #smartcompanies to support #smartcustomers. http://ow.ly/be0vq via @MichaelHinshaw
‏@Choypw

30 May
Creative Strategy Lessons from the 100 Most Creative People in Business 2012 http://ow.ly/1k582g via @EQRocksEQHeals
‏@Choypw

Tweets of 23-29 May 2012

29 May
Understand your Tipping Points http://ow.ly/bbLZb via @wimrampen @colinshaw_cx #CEM #custserv
‏@Choypw

29 May
The Future of Branding http://goo.gl/fb/yWlnF via @yourcustomers
‏@Choypw

29 May
The experience economy http://cdixon.org/2012/05/26/the-experience-economy/ @cdixon #cem
‏@Choypw

28 May
World Class Customer Experience http://lnkd.in/ge3eQd
‏@Choypw

28 May
Marketing Influence: The Power of Persuasion - Forbes http://lnkd.in/5UF8na
‏@Choypw

28 May
#Marketing Needs a New Metaphor http://ow.ly/b3Rks via @HarvardBiz @BrianWSelden #cocreation
‏@Choypw

28 May
Define the problem at the level of the behaviors http://bit.ly/MNdBDl via @Jabaldaia @ralph_ohr #designthinking
‏@Choypw

28 May
Let’s Be Less Productive http://nyti.ms/KtGDYb via @stevefurman
‏@Choypw

27 May
Beginning the Mobile Giving Dialogue http://blog.effectiveui.com/?p=8442 #cem #ux
‏@Choypw

27 May
Design Museum Boston + Smallbean+ Samsonite Part2 http://designingamuseum.ning.com/profiles/blogs/design-museum-boston #cem #ux
‏@Choypw

27 May
Patient Journey Map http://www.christieauw.com/Remote-Patient-Follow-Up-System-on-going #cem #ux
‏@Choypw

27 May
CX Journey: How Do You Test on Forgettability? http://lnkd.in/7QGcx2
‏@Choypw

27 May
The Genius Behind Steve Jobs’ Ability to Innovate | Business 2 Community http://lnkd.in/9Ta5zM
‏@Choypw

26 May
Should employees break the rules to help customers? http://bit.ly/6aOsqj via @ariegoldshlager #cem
‏@Choypw

26 May
Confusion is a word we have invented for an order which is not understood. via @DrEricWood
‏@Choypw

25 May
Why A Brand Matters http://lnkd.in/9fpvrc
‏@Choypw

25 May
Focus on Employee Engagement http://ow.ly/b4yfc via @sarahhedayati @impactlearning
‏@Choypw

25 May
A Habit of a Truly Memorable Person? Collect Experiences http://bit.ly/KtqzYB via @joepine @gostonemantel @incmagazine @jeff_haden #cem
‏@Choypw

25 May
Are Your Customers Hostages, Victims, or Participants? http://is.gd/ZumtQ2 via @GrahamHill #scrm
‏@Choypw

25 May
Facebook "likes" = loyalty? Show me data on a traditional brand. http://ow.ly/b82YU via @bsdalton #scrm
‏@Choypw

25 May
Boston Consulting Group quantifies the cost of losing consumer trust http://bit.ly/KRE0NT via @tpdashboard @rwang0 #crm #cem
‏@Choypw

25 May
Customer journey mapping exercise by Jason Goldberg http://instagr.am/p/K-9Nfoy8cd/ via @socialshark @crossview_inc @retailgeek #cem
‏@Choypw

25 May
The End Of #Brand Arrogance http://bit.ly/KRAJOJ via @tpdashboard @brandinginsider
‏@Choypw

25 May
Business promises. Customer promises. http://ht.ly/aypTp via @meannie @knealemann
‏@Choypw

24 May
"What one *wants* to do and what one is *capable* of doing needs to align." @johnmaeda
‏@Choypw

24 May
Really nice examples of customer journey maps http://j.mp/KfV3uB via @liou #servicedesign #cem
‏@Choypw

24 May
The customer has started the conversation w/o you! via @Jon_Ferrara #crm #cem
‏@Choypw

23 May
3 customer myths http://blogs.hbr.org/cs/2012/05/three_myths_about_customer_eng.html via @thecustomerblog #cem
‏@Choypw

23 May
Mending Gaps in the Dynamic Customer Journey http://shar.es/qgFnI via @PlurisMarketing @Loyalty360 @TPDashboard #cem
‏@Choypw

Tweets of 16-22 May 2012

22 May
8 Rules For Creating A Passionate Work Culture
Fast Company - http://www.fastcompany.com/1837853/8-rules-for-creating-a-passionate-work-culture
‏@Choypw

22 May
Managing in the Experience Economy webcast by @joepine http://bit.ly/ABlu7B via @AMAnet #cem
‏@Choypw

22 May
Why Successful Branding Still Happens Offline http://lnkd.in/aiGVCW
‏@Choypw

22 May
@Choypw But the exchanged product is a value proposition. You are buying a call option to use the product to create value in the future
‏@GrahamHill

22 May
@Choypw That doesn't mean that resources (e.g. the Co's products in exchange for the customer's cash) can't be exchanged
‏@GrahamHill

22 May
@Choypw Enlightened service views each as queens, who co-create the value they want together. Service is no longer delivered, but co-created
‏@GrahamHill

22 May
@Choypw Traditional service is about delivery. It assumes that the Co is a knight and the customer a pawn.
‏@GrahamHill

22 May
@GrahamHill Service is about both delivery & co-creation? Similar to value-in-exchange & value-in-use? Deliverable of service is experience.
‏@Choypw

22 May
How do you make your service tangible? http://huddlespaces.com/2012/05/how-do-you-make-your-service-tangible/ via @GrahamHill @AnthonyQuinnArt @Huddlespaces #ServiceDesign
‏@Choypw

22 May
@Choypw Is service about delivery... or is it about co-creation of value by each party at the same time #sdlogic
‏@GrahamHill

22 May
@GrahamHill Service is how firm serves: one way. Experience is how user perceives: two-way. That's how I always define #custserv and #cem.
‏@Choypw

22 May
Does all of #servicedesign lie within experience design? via @GrahamHill | It again depends on how service and experience are defined.
‏@Choypw

22 May
Is #servicedesign a subset of experience design? via @GrahamHill | Definitely! #cem #ux
‏@Choypw

22 May
Every business decision must have "customer benefit" as top of mind requirement - with measured results. via @TPDashboard @ValaAfshar #cem
‏@Choypw

22 May
Customer Experience Quality = Perception of Brand = Business Results. via @TPDashboard @TimothyWhalin #cem
‏@Choypw

21 May
@Choypw @GrahamHill nope. Same same. I agree. Solve need=positive outcome.
‏@bsdalton

21 May
8 Core Beliefs of Extraordinary Bosses http://lnkd.in/Z8CH6M
‏@Choypw

21 May
Speaking indirectly through other people multiplies (×) the mouths but divides (÷) the message. via @johnmaeda
‏@Choypw

21 May
"But love is a human emotion." Neo "No. It is a word. What matters is the connection it implies." Ramakandra via @johnmaeda
‏@Choypw

21 May
@Choypw Solving needs is much better than ignoring them. But there is a deeper and broader level for those Cos who need an edge
‏@GrahamHill

21 May
@GrahamHill So instead of solving needs, firm should go solve desires, or wants.
‏@Choypw

21 May
@Choypw But subconsiously you may desire a range of other outcomes too. 95% of decisioning is subconsious. I am therefore I desire outcomes
‏@GrahamHill

21 May
@Choypw If I ask you what you need you will give me a cognitively biased response. I thnk therefore I need. That's one set of outcomes
‏@GrahamHill

21 May
@GrahamHill @bsdalton Any difference between "solve my needs" and "create outcomes I desire"? Create outcomes I desire = solve my needs?
‏@Choypw

21 May
It's more than just solve my needs. It's more about help me create outcomes I desire. Works at conscious & sub-conscious levels @GrahamHill
‏@Choypw

20 May
New from Cathay Pacific: Show your i-Phone Klout at 40+ and get access to airline lounge at SFO http://tinyurl.com/75bopn7 via @DonPeppers #cem
‏@Choypw

20 May
5 Tips on How to Present Like Steve Jobs http://entrepreneur.com/ http://lnkd.in/afF_Hd
‏@Choypw

20 May
VALUE CO-CREATION IN THE DELIVERY OF OUTCOME-BASED CONTRACTS FOR BUSINESS-TO-BUSINESS SERVICE http://www.aimresearch.org/uploads/File/Working%20Papers/valueB2Bservice_5_1_2.pdf
‏@Choypw

20 May
Eg. Porsche can only see mkt for ownership. can't see mkt for driving a Porsche for a day. Outcomes change boundaries of mkt. @ireneclng
‏@Choypw

20 May
Customer outcomes r not yet focus of coz because they see only the market they can serve. OBC cd double mkt becos of the unservd. @ireneclng
‏@Choypw

20 May
Designing simplicity http://www.slideshare.net/DaveHogue/the-complexity-curve-how-to-design-for-simplicity-sxsw-march-2012 via @DaveHogue #ux
‏@Choypw

20 May
How Famous Brands Got Their Names, Logos http://lnkd.in/vbUZVm
‏@Choypw

19 May
Customer experience is a journey not a destination. https://vimeo.com/41537027 via @12mst #CEM
‏@Choypw

19 May
The Top Ten Myths of Modern China http://lnkd.in/zfrBrt
‏@Choypw

19 May
1 Thing Every New Hire Should Get On Their First Day http://lnkd.in/GHgtSN
‏@Choypw

19 May
Your startup’s top 3 priorities; Reach, Retention, Revenue by @ttunguz http://bit.ly/KpBM8q via @Jon_Ferrara
‏@Choypw

19 May
Everything is a service http://ow.ly/aSiGi via @wimrampen @GrahamHill @RobertLusch @sly #cem #ux #custserv #crm
‏@Choypw

18 May
"Intimacy comes from creating distance so that you can objectively see where you're standing on each other's toes." @johnmaeda
‏@Choypw

18 May
Mapping the Journey http://www.slideshare.net/jaminhegeman/mapping-the-journey-experience-beyond-the-screen by @jamin via @wimrampen #cem #ux
‏@Choypw

18 May
"Good judgement comes from experience and experience comes from bad judgement." Fred Rica via @sherhass
‏@Choypw

18 May
Solving needs or exceeding expectations - which is most important? - http://www.aveus.com/customer_experience_for_profit/2012/05/14/195/guest_stan_phelps_solving_needs_or_exceeding_expectations_-_which_is_most_important via @LindaIreland #cem
‏@Choypw

18 May
The Inexperience Advantage http://lnkd.in/k5H6zS
‏@Choypw

18 May
9 rules to building #customer trust from @Sales_Source http://bit.ly/Mo0Xgg via @TheForumCorp #crm
‏@Choypw

18 May
"A good story isn't about 1 + 1 = 2. It's when 1 + 1 = 3." Ken Burns http://risd.cc/KAfXpp via @kottke @johnmaeda
‏@Choypw

18 May
Three elements of @DunnBrosCoffees brand: "distinctive, connected and real” http://bit.ly/JwKRkC via @jimtincher @joepine #cem
‏@Choypw

18 May
How does @DunnBrosCoffees create a unique customer experience? Learn about "Non-Chain Chain" http://bit.ly/JwKsP5 via @joepine @jimtincher
‏@Choypw

18 May
Empathy: The Most Valuable Thing They Teach at HBS http://lnkd.in/_s_xmY
‏@Choypw

18 May
If you customize a good, it becomes a service. Customize a service, it becomes an experience. @joepine at #imspi via @Jim_Roddy
‏@Choypw

17 May
Jobs-to-be-done's place in a customer-centric organization http://wp.me/pbOIs-1Ri by @bhc3 @MarkTamis #scrm #crm #cem
‏@Choypw

17 May
4 Types of #Innovation (and how to approach them) http://feedly.com/k/LclPrq via @wimrampen
‏@Choypw

17 May
Inspiring Employee Motivation in the Workplace http://bit.ly/KNdhUT via @TPDashboard #hr #workplace
‏@Choypw

17 May
Your friends were once strangers to you. And right now, you're a stranger to millions of people. via @chadschomber
‏@Choypw

16 May
Are you mapping out a wonderful client experience? http://ow.ly/aPB5n via @andybondurant #cem
‏@Choypw

16 May
The Story of Send http://lnkd.in/vm6MTE
‏@Choypw

16 May
Ten Laws Of The Modern World - http://Forbes.com http://lnkd.in/QH8cKh
‏@Choypw

16 May
It's Time to Rethink Continuous Improvement http://lnkd.in/yUhG7h
‏@Choypw

16 May
Why Successful Branding Still Happens Offline http://lnkd.in/Tmr8HA
‏@Choypw

16 May
Advertising People Are The New Advertising Medium - Forbes http://lnkd.in/7kYm9e
‏@Choypw

16 May
Integrated Marketing: If You Knew It, You'd Do It http://lnkd.in/drNjSP
‏@Choypw

16 May
A Common Sense Approach To Measuring Brand Perception http://lnkd.in/jcw76j
‏@Choypw

16 May
You need to create a Customer Journey map to improve and change touchpoints at every level via @allegiancetweet #cem
‏@Choypw

16 May
Connecting the dots of word of mouth, customer loyalty and customer service
Adrian Swinscoe - http://www.adrianswinscoe.com/blog/connecting-the-dots-of-word-of-mouth-customer-loyalty-and-customer-service/ #cem
‏@Choypw

16 May
3 #tips to win the hearts of your #sales force and increasing their power http://bit.ly/Mg02yx via @Inc @TheForumCorp
‏@Choypw

16 May
The hierarchy of #innovation: http://bit.ly/KrNPEZ via @joepine @kimkorn @insitevc @roughtype
‏@Choypw

16 May
Brands Under Pressure: The Brand Lives in the Employees’ Voice http://goo.gl/CFwo9 via @JamieCrager @jeanniecw
‏@Choypw

Tweets of 9-15 May 2012

15 May
Apple Customer Service Secrets Revealed: A.P.P.L.E. http://soc.li/Qqx73Vb via @JohnDiJulius #cem #crm #custserv
‏@Choypw

15 May
Hard work on the right things http://bit.ly/JDi9eh via @ThisIsSethsBlog
‏@Choypw

15 May
The first step to customer centricity is to know who the customer is! #crm
‏@Choypw

15 May
Integration before #collaboration...? #Leadership
‏@Choypw

15 May
Keep Your Customers Happy – The #CustomerService #Infographic http://bit.ly/J5IRhX via @theitthing @OnionInsights #CustServ
‏@Choypw

15 May
3 ways to reshape customer experience at Best Buy http://bit.ly/GHy2xc via @LindaIreland #strategy #cem
‏@Choypw

15 May
Gamification Grows Up to Become a CEO's Best Friend http://lnkd.in/t7_NJU
‏@Choypw

15 May
Understanding the New ROI of Marketing - Forbes http://lnkd.in/VRifNb
‏@Choypw

15 May
Truth, Lies & Facebook Advertising http://lnkd.in/_Qe5yG
‏@Choypw

15 May
Win the Pitch: Tips from Mastercard's "Priceless" Pitchman http://lnkd.in/DNaB_t
‏@Choypw

15 May
If Customers Ask for More Choice, Don't Listen http://feedly.com/k/J4pwhn via @wimrampen #cem
‏@Choypw

15 May
How Starbucks Trains Customers to Behave http://ow.ly/aRqiQ via @MichaelHinshaw #cem
‏@Choypw

14 May
What Is Branding? We outline the basics, along with some great resources for small businesses http://bit.ly/LJhhFv via @Desk
‏@Choypw

14 May
Why Experience is Key to Customer Loyalty http://bit.ly/JaWv4T via @ConversationAge @meannie @DebbieS_Deluxe #cem #ux
‏@Choypw

14 May
How to find work that you love http://is.gd/1Wp1qP Hint for employers: Focus on employee motivation, not incentives via @GrahamHill
‏@Choypw

14 May
Unique does not mean everything has to be different. It has to be relevant first before it can become unique. #ux #cem
‏@Choypw

14 May
Moving Customers from Pinning to Purchase http://lnkd.in/JnFiB6
‏@Choypw

13 May
Four Strategies for Staying Relevant http://lnkd.in/VR78Ai
‏@Choypw

13 May
Nine Things Successful People Do Differently http://lnkd.in/yNQKyj
‏@Choypw

13 May
Sorry #NPS, I'm not buying (it) http://wp.me/ptqv0-mQ via @wimrampen #cem #scrm #crm
‏@Choypw

13 May
The Secret to Being Remarkable http://bit.ly/KQ1VwG via @DeliverBliss #custserv #cem
‏@Choypw

13 May
"Time equals truth. There is no one truth. So it's important to have enough time to ask all your questions." Robert Caro via @johnmaeda
‏@Choypw

13 May
10 Jobs That Didn't Exist 10 Years Ago - Forbes http://lnkd.in/xkFV_3
‏@Choypw

13 May
Kellogg's Completes Major Brand Overhaul - Forbes http://lnkd.in/e5pHJb
@Choypw

12 May
The Employee Experience: Motivate, Empower, Invest http://bit.ly/JhET4b via @TPDashboard #employeeengagement #hr #culture
@Choypw

12 May
Customer Love: http://bit.ly/IJ3QUn via @JohnDiJulius #custserv #cem
‏@Choypw

12 May
Excellence= design x culture http://blogs.hbr.org/cs/2012/05/culture_takes_over_when_the_ce.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date via @thecustomerblog
‏@Choypw

12 May
Evaluating Your Customer Touchpoints: No Pain(point), No Gain http://bit.ly/Jhzl9J #cem #nps #voc
‏@Choypw

12 May
Keep these 13 things in mind to maintain a solid relationship with your customers http://bit.ly/K5SSdW via @Inc @TheForumCorp
‏@Choypw

11 May
Integrated Marketing: If You Knew It, You'd Do It http://lnkd.in/drNjSP
‏@Choypw

11 May
From experience to meaning by avoiding fake authenticity http://bit.ly/JiJkM0 via @thebandb @hannesleroy @joepine #cem
‏@Choypw

11 May
Corporate culture and customer experience management: How to get it wrong http://bit.ly/KoZYK8 via @crm_speak #cem
‏@Choypw

11 May
Are Brand Relationships Like Human Relationships? http://bit.ly/KGY6zo via @tpdashboard @brandinginsider #brand #marketing #cem
‏@Choypw

11 May
Net Scores are ambiguous and unnecessary. http://tinyurl.com/6nvl489 via @bobehayes #voc #cem
‏@Choypw

11 May
The littlest “wows” sometimes leave the biggest impact. http://bit.ly/IM3M55 via @disneyinstitute #cem
‏@Choypw

11 May
Profitable sustainability = customer first + employee always + brand forever #cem #ux #crm #scrm #leadership
‏@Choypw

10 May
The Six Enemies of Greatness + Happiness http://ow.ly/aP8aG via @mich8elwu #happy #success
‏@Choypw

10 May
Why ask why? http://bit.ly/Lm2ekY via @thisissethsblog
‏@Choypw

10 May
It's funny how day by day, nothing changes. But when you look back, everything is different. via @aworonick
‏@Choypw

10 May
What are your customers able to be or do because your company or product exists? That's what you solve (not what you sell). @lindaireland
‏@Choypw

10 May
Is Service Quality more Important than Product Quality? http://tinyurl.com/74yf959 via @bsdalton @bobehayes #cem
‏@Choypw

10 May
Do you repeat yourself or renew yourself? Stop bring your customers with yesterday's performance. via @liorstrativity #cem
‏@Choypw

10 May
How rising customer expectations for trust create a business opportunity http://tinyurl.com/73rexzy via @donpeppers @fastcompany #cem
‏@Choypw

10 May
How do you compete in the Age of Mass Customization? http://bit.ly/IUGmyZ via @joepine @gostonemantel @masscustom #cem
‏@Choypw

10 May
Managing PERCEIVED Customer Effort http://pulse.me/s/95mdb via @johndijulius #cem
‏@Choypw

10 May
How to Engage Your Customers and Employees http://pulse.me/s/94wYd via @johndijulius #cem
‏@Choypw

9 May
Consumers crave simplicity not engagement, latest study http://ow.ly/aNqYk via @thecustomerblog #cem
@Choypw

9 May
Secret Service System Implementation Criteria http://nblo.gs/xpXLM via @johndijulius #cem #ux
‏@Choypw

9 May
Five great quotations that sum up the state of #marketing today http://is.gd/fLXT3H via @grahamhill #servicedesign
‏@Choypw

9 May
4 Tips For Gamifying Your Marketing Plan http://lnkd.in/38pd2w
‏@Choypw

9 May
The danger of chasing market share and trying to harm competitors http://wp.me/pCNj-ax via @ProfByron
‏@Choypw

9 May
25 reasons why I'll leave your website in 10 seconds http://bit.ly/f80Xnj via @lakey @KISSmetrics #scrm #cem #ux
‏@Choypw

9 May
Instead of picking competitors you're "better" than, identify customers for which you are the only answer http://bit.ly/IY5jrt @TheForumCorp
‏@Choypw