Tweets of 14-20 Mar 2012

20 Mar
The Five C’s of Change Management: Choice, Conviction, Commitment, and Compassion http://socialbusinessnews.com/the-five-cs-of… via @thecustomerblog
@Choypw

20 Mar
How to create a compelling user experience vision http://is.gd/i1Bkvl via @mjayliebs @GrahamHill #servicedesign #ux
@Choypw

20 Mar
Great design: http://ow.ly/9KMwd via @colourlovers
@Choypw

20 Mar
I like random events/encounters. But they only seem random because I/we experience them at a micro level. Step back and see the connections
@chadschomber

20 Mar
There are no best practices, each brand is unique via @JimJosephExp | Only if it is perceived as unique by user. Differentiate or die! #cxo
@Choypw

20 Mar
Unforgettable is preferred to memorable. There is a fine line between unforgettable and memorable! #cxo
@Choypw

20 Mar
To be memorable, CARE. via @ValaAfshar where CARE = consistency, authenticity, relevance and empathetic. #cxo
@Choypw

20 Mar
@LovelyLu Brand experience = customer experience + employee experience #cxo
‏@Choypw

20 Mar
@Vivisimo_Inc The equation is "customer first, employee always, brand forever."
‏@Choypw

20 Mar
Q6: How can we ensure the entire org has bought into the brand experience we’ve defined? | Employee experience will tell. #cxo
@Choypw

20 Mar
Must have consistency in equation RT @Choypw: A5: With consistent unique positive experience comes profitable sustainability. #CXO
@Vivisimo_Inc

20 Mar
A5: With consistent unique positive experience comes profitable sustainability. #cxo
@Choypw

20 Mar
A5: Each touchpoint needs a measurement process and benchmark via @JimJosephExp #cxo
@Choypw

20 Mar
Q5: How do we ensure that touchpoint experiences created are effective? | Check share of wallet and market share over time. #cxo
@Choypw

20 Mar
A4: Begin with the end (outcome) in mind. Define touchline, identify critical touchpoint, design 5+ senses, manage expectation. #cxo
@Choypw

20 Mar
A4: What are the keys to map, activate and tailor touch points? Understand now. Create new. Make a difference! #cxo
@Choypw

20 Mar
Companies begin defining their brand by the people they hire and retain. Your people are your brand via @ValaAfshar #cem
@Choypw

20 Mar
@Choypw its the co. leadership (not necessarily C-level) customers wouldnt even know of company without branding #cxo
@mpace101

20 Mar
Will you help? @pgreenbe is on a mission to find the "little things" that make/break a customer experience. http://ow.ly/9J3H8@DnBUS #cem
@Choypw

20 Mar
@mpace101 So who defines brand? #cxo
@Choypw

20 Mar
@Choypw gotta disagree, brand is not defined by the customer. it can be shaped or coursecorrected #cxo
@mpace101

20 Mar
A2: Customer first. Employee always. Brand forever! #cxo
@Choypw

20 Mar
A2: Brand is defined by customer, but shaped by employee. #cxo
@Choypw

20 Mar
A1. A brand is not the promise of an experience, it is experiences that build brands. via @jbondre | So why brand is not a promise? #cxo
@Choypw

20 Mar
A1. The experience turns an ordinary product into a beloved brand via @JimJosephExp | That's lovemark! #cxo
@Choypw

20 Mar
A1. A brand that captures mind gains behavior. A brand that captures heart gains commitment. #cxo
@Choypw

20 Mar
A1. A brand is a promise of the experience! #cxo
@Choypw

20 Mar
A1: What exactly is a brand? A brand is a promise. And a promise made is a debt unpaid. #cxo
@Choypw

19 Mar
When should we add marketing? http://bit.ly/FR3gGD via @ThisIsSethsBlog | It really depends on how you define marketing!
@Choypw

19 Mar
#CEM. It’s Not Just for Customers Anymore! by @andy_rudin http://goo.gl/fb/aU8gk via @YourCustomers
@Choypw

19 Mar
"To change an organization you must first change minds." http://bit.ly/FP8wsF via @farnamstreet @ralph_ohr #innovation
@Choypw

19 Mar
What's Your Influencing Style? http://lnkd.in/Env95F
@Choypw

18 Mar
Alan Mitchell on what's wrong with so-called 'engagement' http://is.gd/a3jAJ8 via @GrahamHill #scrm #crm #cem
@Choypw

18 Mar
How do you discover your customers' unrealized needs? http://bit.ly/vjFbnf via @ariegoldshlager #cem #custserv
@Choypw

18 Mar
Go With the Flow by @MarkTamis http://slidesha.re/zEmvhh via @GrahamHill #scrm #e20 #crm #cem
@Choypw

18 Mar
What #cocreation is, what co-creation is not. Back to basics http://bit.ly/sG4U1o via @GrahamHill @MCCOUNL @VernetteE
@Choypw

18 Mar
Big brands' performance driven by service proposition http://ow.ly/2bseDt via @GrahamHill @onthewavelength #servicebranding
@Choypw

18 Mar
What’s Your Touchpoint #ROI? http://www.touchpointdashboard.com/2012/03/whats-your-touchpoint-roi/ via @TPDashboard #cem
@Choypw

18 Mar
How To Bring Out The #Magic In #Marketing http://bit.ly/w28aWZ via @meannie @FastCompany @FastCoLead @CultureofFuture
@Choypw

18 Mar
Happy Employee Happy Customer? http://wisdomboom.blogspot.com/2012/03/happy-employees-wont-necessarily-create.html?spref=tw #cem
@Choypw

17 Mar
Check out our Customer Journey LAB modules http://bit.ly/dANzLn via @DesignThinkers #servicedesign #designthinking #innovation #cem
@Choypw

17 Mar
Delighting Customers vs. Meeting Their Expectations http://ow.ly/9HwH0 via @GrahamHill @ImpactLearning #custserv #crm #cem
@Choypw

17 Mar
12 Most Powerful Words in Business By Becky Gaylord http://goo.gl/Pkk5U via @12Most @tedcoine
@Choypw

17 Mar
Who Cares What I Think? http://goo.gl/HzfRz via @JessicaNorthey @tedcoine
@Choypw

17 Mar
@GrahamHill @choypw @knowledgebishop they (somewhat) acknowledged flaws in last book. Now it's NPSystem.. I find that hardly credible
@wimrampen

17 Mar
@KnowledgeBishop @choypw @grahamhill I find myself honorable and credible too and I have lots of crapy ideas ;)
@wimrampen

17 Mar @GrahamHill
@Choypw @wimrampen @KnowledgeBishop It is one of a number of useful indicators. It is amateurish to suggest that it is the only one
@GrahamHill

17 Mar
@Choypw @wimrampen @KnowledgeBishop #NPS has attracted a following of unthinking disciples. Just like a crackpot religion #scrm #crm
@GrahamHill

17 Mar
@GrahamHill @KnowledgeBishop @wimrampen Well... everyone is a salesman after all... :)
@Choypw

17 Mar
@KnowledgeBishop @Choypw @wimrampen His earlier work has been largely discredited. I think he is honourable too. But he is a... SALESMAN
@GrahamHill

17 Mar
@KnowledgeBishop @wimrampen @grahamhill NPS works only in theory but not really in practice?
@Choypw

17 Mar
@Choypw @grahamhill don't forget NPS is outcome, not actionable metric.. imo drivers are similar to csat, top box etc etc. @knowledgebishop
@wimrampen

17 Mar
@Choypw @wimrampen @knowledgebishop LIke any measure #NPS is ONLY useful if you understand all the biz drivers that influence it #scrm #crm
@GrahamHill

17 Mar
@Choypw @wimrampen @grahamhill For the record, personally, I find Reicheld to be both honorable and credible.My 2 cents. :) #scrm #crm
@KnowledgeBishop

17 Mar
An Integrative Framework of Value http://is.gd/G40XVC by @ireneclng via @GrahamHill #servicedesign
@Choypw

17 Mar
@Choypw @wimrampen I find #netpromoter to be a meaningful metric that I use alongside others, as @grahamhill suggests #scrm #crm 1/2
@KnowledgeBishop

17 Mar
Handmade type - check out the animation http://ow.ly/9HsjR via @method_inc
@Choypw

17 Mar
@Choypw @wimrampen @knowledgebishop NPS has a place in a balanced scorecard of measures. It is USELESS as a single measure #scrm #crm
@GrahamHill

17 Mar
10 Lessons from Einstein http://shar.es/pgIQt via @thecustomerblog
@Choypw

17 Mar
@GrahamHill @wimrampen @KnowledgeBishop That's why I asked Graham... I want to believe in NPS but I find it hard to convince myself...
@Choypw

17 Mar
@KnowledgeBishop @Choypw @wimrampen The evidence from Reichheld & Co is untrustworthy. They are nothing more than #NPS salesmen
@GrahamHill

17 Mar
@wimrampen @Choypw @KnowledgeBishop The hard evidence suggests that the relationship between NPS and business success is not at all clear
@GrahamHill

17 Mar
@KnowledgeBishop @Choypw @wimrampen Unfortunately, correlation is useless next to as a driver of management action. Only causation is useful
@GrahamHill

17 Mar
@Choypw @knowledgebishop thus in increased profit... Also relation w/ increased loyalty (rep.purch) 2/2 @grahamhill @marc_c_mandel
@wimrampen

17 Mar
@Choypw @knowledgebishop in theory > sat/nps results in lower price sensitivity or > willingness to pay more 1/2 @grahamhill @marc_c_mandel
@wimrampen

16 Mar
@KnowledgeBishop @choypw if it doesn't relate to profit it doesn't make sense to pursue imo @grahamhill @marc_c_mandel
@wimrampen

16 Mar
Excellent article on how to handle customer inquiries correctly http://tinyurl.com/7lj7o6u via @DonPeppers #cem #custserv
@Choypw

16 Mar
Customer Experience: It’s in the Little Things | Futurelab http://j.mp/A7Q9ee via @thecustomerblog #cem
@Choypw

16 Mar
@KnowledgeBishop @GrahamHill @marc_c_mandel @wimrampen I ain't sure if high nps could improve sales. Word is not action? It only influences?
@Choypw

16 Mar
@Choypw Not clear on profit (since that requires cost containment) but clear correlation with sales cc @GrahamHill @marc_c_mandel @wimrampen
@Choypw

16 Mar
@Choypw I found some at http://www.satmetrix.com/ - More are at http://www.bain.com/publications/business-insights/loyalty.aspx
@Choypw

16 Mar
High NPS could be result of pos #cem. But can high NPS lead to big profit? cc @GrahamHill @KnowledgeBishop @marc_c_mandel @wimrampen
@Choypw

16 Mar
Happy employees don't necessarily create happy customers. http://switchandshift.com/happy-employees-create-happy-customers-by-stan-phelps cc @9INCHmarketing #cem
@Choypw

16 Mar
@Choypw Correlation is not very useful. What you need is causation cc @TPDashboard @KnowledgeBishop @GrahamHill @marc_c_mandel
@Choypw

16 Mar
Is there any solid correlation between NPS and experience indeed? Proof please! cc @TPDashboard @KnowledgeBishop @GrahamHill @marc_c_mandel
@Choypw

16 Mar
Customer Experience Isn't the Only Thing; It's Everything http://shar.es/pfJ5X via @TPDashboard #cem
@Choypw

16 Mar
12 Most Genius Questions in the World http://goo.gl/VDa3O via @2learn2
@Choypw

16 Mar
“The journey to customer loyalty is no longer linear, but a continuous process of exploration and interaction.” @jenwhang via @Desk #cem
@Choypw

16 Mar
Why do customers come back or visit just once? http://bit.ly/z4lRsO via @DisneyInstitute
@Choypw

16 Mar
The Magic of Doing One Thing at a Time - HBR: http://s.hbr.org/w0JZQl via @JenKuhnPR
@Choypw

16 Mar
Managing The Hidden Sales Cycle by @mattat3forward http://goo.gl/fb/OsYRb via @YourCustomers
@Choypw

16 Mar
Goods & Services not enough. Experiences & Transformation The Keys For Keeping Brand Relevant http://bit.ly/ADY1wy via @joepine @GetBillG
@Choypw

16 Mar
Happy Employees Create Happy Customers by Stan Phelps http://switchandshift.com/happy-employees-create-happy-customers-by-stan-phelps via @tedcoine @9INCHmarketing
@Choypw

15 Mar
Be part of a world record! Making the first read out loud video book in the world http://bit.ly/xAu9HM via @joepine @brandexpedition
@Choypw

15 Mar
Faster, Better, Cheaper - Pick any two http://bit.ly/ABuIkb via @andrewhargadon @ralph_ohr #innovation
@Choypw

15 Mar
Why Multichannel #Retail Is Obsolete: from channels to touchpoints http://onforb.es/yTvo3b via @GrowthStories #ecommerce #cem
@Choypw

15 Mar
What's Possible: http://youtu.be/33tmKcZ3TlQ via @thecustomerblog
@Choypw

15 Mar
All Creation Is Co-Creation. - http://eepurl.com/j3CvL
@Choypw

15 Mar
Nine Keys to Staging Experiences http://bit.ly/yYgzIQ via @joepine #cem
@Choypw

15 Mar
Customer trust and employee loyalty are business growth engines http://bit.ly/z63cRx via @1to1media @ValaAfshar #custserv #cem
@Choypw

15 Mar
Your Call to Action is Lame! Here are 10 Ways to Make it Convert Better [Examples] http://goo.gl/ZyqCa via @unbounce @tedcoine
@Choypw

15 Mar
Increasingly your "brand" is determined by customer experiences, not by traditional marketing via @matthewtrifiro @Desk #cem
@Choypw

15 Mar
Customer Brand Expectations http://brainzooming.com/customer-brand-expectations-7-steps-to-service-failure-recovery/11373/ via @SociableSite @WriteTheCompany @Reaburn #cem
@Choypw

14 Mar
I like words http://bit.ly/xRNTut via @LettersOfNote
@Choypw

14 Mar
Co-Creating the Future of Credit Cards with Customers: http://bit.ly/wRJY2B via @ariegoldshlager #innovation #cocreation #cem
@Choypw

14 Mar
The art of trying http://shar.es/p3XJZ via @thecustomerblog
@Choypw

14 Mar
6 Strategies For Dealing With Uncertainty In Business via @FastCompany
@Choypw

14 Mar
8 Qualities of Exceptional NEW Employees via @tedcoine @YouTernMark
@Choypw

14 Mar
The Queen: Never complain. Never explain. http://twrt.me/sbwzg4 via @shawmu @tedcoine
@Choypw

14 Mar
I wish I could buy from me http://www.themana.gr/about-themanagr/ via @themanagr @billquiseng #cem #custserv
@Choypw

14 Mar
Press on: Eventually, the wave defeats the wall. via @KnowledgeBishop #motivation
@Choypw

14 Mar
The Value in Wowing Your Customers http://s.hbr.org/Ac2vD7 via @LiorStrativity #cem
@Choypw

14 Mar
Masters of Design Thinking http://is.gd/eCS4mM Great preso from @roscamabbing @GrahamHill #servicedesign
@Choypw

14 Mar
A worthy 8-minute disruption of your day... http://ow.ly/9D5Jx via @MichaelHinshaw
@Choypw