Tweets of 18-24 Apr 2012

24 Apr
"How does Influence, Experience, Value (aka Marketing, Magic, Money) intersect to deliver profit?" @avinash via @jeanniecw
@Choypw

24 Apr
New buzzterm: "Shopping Tourism" by @GreenyatForbes on @Forbes http://onforb.es/I5UDd5 via @retexperience @joepine
@Choypw

24 Apr
What is your THEME for customer experience? http://bit.ly/HUkku3 via @TotalCustomer @joepine @themanagr #cem
@Choypw

24 Apr
Geeks cash out in the experience economy http://tnw.to/1E7cg by @harrymylo @joepine #cem #ux
@Choypw

24 Apr
How to Create an Extra Hour in Your Day http://goo.gl/JcntR via @ilyaNeverSleeps @tedcoine
@Choypw

24 Apr
Needs and wants are often confused http://bit.ly/JtAMVc via @ThisIsSethsBlog
@Choypw

24 Apr
Customers don't want to be Acquired and Managed! via @Jon_Ferrara #crm #cem
@Choypw

24 Apr
The 8 Signs That You Have an Extraordinary Boss http://lnkd.in/QsAZSH
@Choypw

24 Apr
The Steve Jobs Way http://lnkd.in/DAHiN3
@Choypw

24 Apr
The Lost Steve Jobs Tapes http://bit.ly/I5ifv9 via @FastCompany
@Choypw

23 Apr
Darryl Kuhn of @Skinit on how Customization becoming essential to #cem http://bit.ly/JiSqJ5 via @retexperience @jgownder @joepine
@Choypw

23 Apr
Are You On The Path to a Great Customer Experience? http://bit.ly/IbLrxk @joepine @themanagr #cem
@Choypw

22 Apr
If you think that's what we want, why don't you give it to us? http://bit.ly/Ijy8wT via @ThisIsSethsBlog
@Choypw

22 Apr
Customer centricity is dead, long live profit centricity! http://bit.ly/I0YwPu via @thecustomerblog
@Choypw

22 Apr
John Cleese's notion that #creativity is two parts *time*, the rest confidence and humor. http://risd.cc/IHKCy7 via @swissmiss @johnmaeda
@Choypw

22 Apr
The Secret To Successful Networking Is A Four Letter Word - Forbes http://lnkd.in/HmpNq4
@Choypw

21 Apr
How: give a man a fish and you feed him for a day. Why: teach a man to fish and you feed him for a lifetime. cc @wimrampen
@Choypw

21 Apr
@wimrampen @ekolsky I guess we are aligned? With strong why they will figure how. :)
@Choypw

21 Apr
@Choypw understanding is different from knowing how to.. and caring something else then doing.. We need ppl that know how to do! @ekolsky
@wimrampen

21 Apr
@wimrampen @ekolsky Firm needs CXO when nobody cares about #cem. Firm doesn't need one when everyone knows why delighting user is everything
@Choypw

21 Apr
Does your company need a Chief eXperience Officer? http://bit.ly/kkKlGE via @wimrampen
Yes and no.
@Choypw

21 Apr
Deloitte's "Entanglement" Model For B2B Digital Marketing http://lnkd.in/dexW9W
@Choypw

21 Apr
The Top 10 Global Beauty Brands - Forbes http://lnkd.in/zEHusP
@Choypw

21 Apr
How premium brands like Lexus, AmEx, and Apple are making profits by making love http://bit.ly/HYFGJP via @nateriggs #cem
@Choypw

21 Apr
American Express: We serve customers, not transactions. http://feedly.com/k/HObqMS via @wimrampen #cem
@Choypw

21 Apr
Brand Lovers Build #Brand #Culture http://bit.ly/HW2VR3 via @1to1media @TPDashboard #cem
@Choypw

21 Apr
How the Five Senses Build Trust and Loyalty in Your Brand http://bit.ly/HW2xSk via @SDdenver @TPDashboard #loyalty #brand #cem
@Choypw

21 Apr
Mass Customization at the heart of the "Third Industrial Revolution" says @TheEconomist http://econ.st/J7HsYX via @kimkorn @joepine
@Choypw

21 Apr
Perfecting the #brand promise in the location http://bit.ly/HW2qGw via @empathicaCEM @TPDashboard #cem
@Choypw

21 Apr
"Experiences should be rooted in your story" - 1st of 5 points in POV from @deluxeknows http://bit.ly/HX5Psn via @joepine
@Choypw

20 Apr
A social journey http://bit.ly/HLk2Tj via @joepine @davidedelman @michaelbaskin @McKinsey #scrm #cem #ux
@Choypw

20 Apr
How interaction #design creates a more meaningful brand experience: http://bit.ly/HVzE8V by @method_inc @fastcodesign
@Choypw

20 Apr
White paper on the future of learning by Lego folks http://risd.cc/HXf3B9 via @johnmaeda
@Choypw

20 Apr
10 Communication Secrets of Great Leaders http://lnkd.in/cCwwRM
@Choypw

20 Apr
How to Make the Best Business Impression in 8 seconds or Less - Forbes http://lnkd.in/kzeGv8
@Choypw

20 Apr
9 Principles For Great Branding By Design http://lnkd.in/ez2ui5
@Choypw

20 Apr
10 Lessons in Transforming Customer Experience http://shar.es/rKU6z via @LiorStrativity #cem
@Choypw

20 Apr
Retail Contrarian: Reading and exceeding the customer's expectations - http://www.retailcontrarian.com/2012/04/reading-and-exceeding-the-customers-expectations.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+RetailContrarian+%28Retail+Contrarian%29
@Choypw

20 Apr
Consultative #selling may no longer be considered http://bit.ly/JHCqfI but POV Selling is taking hold http://bit.ly/xjtojY via @TheForumCorp
@Choypw

19 Apr
Strategic Questions for an Accelerating World: http://bit.ly/HRLnUd via @joepine @IDEO @colincolin #cem
@Choypw

19 Apr
Firm wants to deliver great service. User wants to get great experience! That's the difference between #custserv and #cem
@Choypw

19 Apr
New Coca-Cola Vending Machine Dispenses Coke In Exchange For Hugs http://lnkd.in/4zdz8r
@Choypw

19 Apr
The Secret to Selling Your Company's Message - Forbes http://lnkd.in/p_W7GE
@Choypw

19 Apr
Customer Experience Innovation http://bit.ly/HSH4YE via @jvdt #CEM
@Choypw

19 Apr
Positive Intelligence http://lnkd.in/dRW8tt
@Choypw

19 Apr
Choosing Between Making Money and Doing What You Love http://lnkd.in/zrar-M
@Choypw

19 Apr
A Guide to 21st Century #Brand Building http://bit.ly/ILXWzl via @BradBennett
@Choypw

19 Apr
2012: The Year of Online to Offline? http://technode.com/2011/12/23/2012-the-year-of-online-to-offline/ #o2o #cem
@Choypw

19 Apr
Cool experience http://www.youtube.com/watch?v=316AzLYfAzw via @LiorStrativity #cem #ux
@Choypw

19 Apr
12 Most Genius Ways Leonardo da Vinci Promoted Himself http://bit.ly/J8aC4D via @12most @TPDashboard
@Choypw

18 Apr
What's so funny about innovation? http://ow.ly/amm9C via @method_inc @GetTheFive
@Choypw

18 Apr
Entrepreneur, visionary, and world changer http://nblo.gs/wzVUI via @JohnDiJulius
@Choypw

18 Apr
Steve Jobs and MTV: Nine Steps to All the Power You'll Ever Need http://lnkd.in/NUMusR
@Choypw

18 Apr
Forget B2B or B2C; Focus on O2O - http://ducttapemarketingconsultant.com/forget-b2b-or-b2c-focus-on-o2o/ via #sociablesite #scrm #crm #cem
@Choypw

18 Apr
Why Online2Offline Commerce Is A Trillion Dollar Opportunity http://techcrunch.com/2010/08/07/why-online2offline-commerce-is-a-trillion-dollar-opportunity/ via @TechCrunch #scrm #crm #cem #o2o
@Choypw

18 Apr
Sync Your Online and Offline Marketing Campaigns http://mashable.com/2011/04/05/sync-online-offline-marketing/ #scrm #crm #cem
@Choypw

18 Apr
Behavioural economics toolkit http://is.gd/SNsQKu Perfect for use in #servicedesign via @GrahamHill #gamification
@Choypw

18 Apr
Are you market-driven or do you drive markets? http://bit.ly/JDQuqB A critical question for #scrm #crm #servicedesign via @GrahamHill
@Choypw

18 Apr
Usability is the intersection between effectiveness, efficiency and satisfaction http://ow.ly/a8XoC via @MsrUsability
@Choypw

18 Apr
Understanding Customer Experience Management http://ow.ly/alyZp via @Hyken #cem
@Choypw

18 Apr
Toothpaste, toilet paper, white matter, and jam: Clues for better decision making http://goo.gl/2fNe7 via @BrianVellmure #scrm #cem
@Choypw

18 Apr
@Choypw Observation isn't better than asking customers what they want. It is IN ADDITION TO http://www.fastcodesign.com/1669503/user-experience-is-the-heart-of-any-company-how-do-you-make-it-top-priority #servicedesign
@GrahamHill

18 Apr
Making #UX top priority - observation better than asking consumer what they need http://www.fastcodesign.com/1669503/user-experience-is-the-heart-of-any-company-how-do-you-make-it-top-priority via @gbrunett1 #servicedesign
@Choypw

18 Apr
Great piece by @nickbilton on innovation http://nyti.ms/HPtTwQ via @joepine
@Choypw

18 Apr
How to map a Customer Journey map that improves customer #retention. http://bit.ly/IjULSp via @BeyondP @TPDashboard #cem
@Choypw

Tweets of 11-17 Apr 2012

17 Apr
4 Steps to Engage Employees and the Customer Experience http://bit.ly/IqzxQp via @themanagr @TPDashboard #cem #employeeengagement #culture
@Choypw

17 Apr
The Bad Breakups in Customer Experience http://nblo.gs/wuija via @jeanniecw
@Choypw

17 Apr
Great B2B experience w/ #FusedRealms http://bit.ly/HOjPVr done by @polinchock for @at&T AdWorks Lab via @joepine #cem
@Choypw

16 Apr
An article on User Experience http://is.gd/75wbWu shows how success is a mixture of market-responsive and market-driving via @GrahamHill
@Choypw

16 Apr
You can't satisfy customers if your brand is deaf, dumb and blind http://ow.ly/aiWtO via @thecustomerblog
@Choypw

16 Apr
Do you design all customer touchpoints or do you fall into the Service Design Trap? http://bit.ly/If9Q7w via @GrahamHill #servicedesign #cem
@Choypw

16 Apr
Growth versus Profitability http://lnkd.in/YzhWmP
@Choypw

16 Apr
Over-delivering the wrong service can be as dangerous as under-delivering the right service via @GrahamHill #servicedesign
@Choypw

16 Apr
Tom Fishburne: #gamification can’t make an unengaging brand engaging. http://tomfishburne.com/2012/04/gamify.html via @HemdMans
@Choypw

15 Apr
Job-to-be-done? http://wisdomboom.blogspot.com/2012/04/job-to-be-done.html?spref=tw cc @wimrampen #jtbd #ux
@Choypw

15 Apr
"Love is of all passions the strongest, for it attacks simultaneously the head, the heart and the senses." Lao Zi via @bookofwisdom
@Choypw

15 Apr
Buyer Experience Innovation: Why B2B CEO’s Must Make It Their Top Priority http://bit.ly/bjdFbl via @TonyZambito #cem
@Choypw

15 Apr
@wimrampen Then jtbd is nothing. Do we know how many roles user plays in life?
@Choypw

15 Apr
@wimrampen What does user want? If not seek pleasure avoid pain, what's it? Seriously, are we making things more complicated for user?
@Choypw

15 Apr
@wimrampen And what's more important? Pleasure? Or jtbd? Pleasure is result of positive outcome. 2/2
@Choypw

15 Apr
@wimrampen Sorry but I don't really think jtbd really solves everything. jtbd is not result. If jtbd is not done, where is pleasure? 1/2
@Choypw

15 Apr
Customers want you to do one thing really well - reliably, predictably, and hassle-free http://bit.ly/HJnW59 via @ValaAfshar @inc #jtbd ?
@Choypw

15 Apr
There's life beyond customer jobs http://is.gd/CWg6nZ via @GrahamHill
@Choypw

14 Apr
Train Consumers To Make The Right Decision http://feedly.com/k/HKykVN via @wimrampen #cem
@Choypw

14 Apr
"The spaces between your fingers were created so that another's could fill them in." @RevRunWisdom via @KnowledgeBishop #wisdom
@Choypw

14 Apr
Love/Hate: Why Disliked Brands Prosper http://bit.ly/IAGvFn via @FutureLabFeed #cem
@Choypw

14 Apr
35 Beautiful Landing Page #Design Examples to Drool Over [With Critiques]
Unbounce http://bit.ly/IwA9s8 via @DorleeM #blogging #cem
@Choypw

14 Apr
Customer Experience: Every Move We Make, Every Vow We Break. http://ow.ly/afF2C via @BruceCappelli @KateNasser #cem
@Choypw

14 Apr
The emotional component of customer experience: Interview with Qaalfa Dibeehi http://bit.ly/J7tHmL via @QaalfaDibeehi @adrianswinscoe #cem
@Choypw

14 Apr
Best Buy Should Concentrate on Store Experience Instead of Store Count, #Retail Experts Say http://bit.ly/IBFD47 via @TPDashboard #cem
@Choypw

14 Apr
When Trying To Attract Customers, Consider The Habits Of The Honeybee http://bit.ly/Ihvrcn by @DonPeppers via @FastCoLead #cem
@Choypw

14 Apr
The Customer Loyalty/Customer Experience Conundrum http://www.gfkinsights4u.com/the_customer_loyaltycustomer_experience_conundrum.html #cem
@Choypw

14 Apr
Customer Experience Correlates to Customer Loyalty http://ow.ly/aglZb via @MichaelHinshaw #cem
@Choypw

14 Apr
What exactly is the job-to-be-done? Just max pleasure and min pain. That's what every user needs and wants. #jtbd #cem #ux
@Choypw

13 Apr
Quantitative information builds confidence. Qualitative information builds commitment. So choose the combo platter. via @johnmaeda
@Choypw
13 Apr

There’s only one boss, the customer, & he can fire everybody in the company by spending his money somewhere else via @JohnDiJulius
@Choypw

13 Apr
Our goal is for every employee to regard their choice of being part of company as one of the best decisions they ever made via @JohnDiJulius
@Choypw

13 Apr
Forget about job-to-be-done. Just get the job done! #cem #ux #jtbd
@Choypw

13 Apr
In #NPS I trust...? http://wisdomboom.blogspot.com/2012/04/in-nps-i-trust.html?spref=tw #cem #crm #scrm
@Choypw

13 Apr
The Real Leadership Lessons of Steve Jobs http://lnkd.in/dkv3Zd
@Choypw

13 Apr
Compete on Know-Why, Not Know-How http://lnkd.in/YAJPKH
@Choypw

13 Apr
Better than everyone http://bit.ly/IeT99g via @ThisIsSethsBlog
@Choypw

13 Apr
Engagement ain't nothin' but a number http://onforb.es/IAaKgo via @briansolis @ValaAfshar #cem
@Choypw

13 Apr
Want To Be More Creative? Get Bored http://lnkd.in/PuJ9_z
@Choypw

13 Apr
Ten Routes to a Successful Brand Extension http://lnkd.in/46zuMJ
@Choypw

13 Apr
The partner role in improving customer experience http://bit.ly/Hytbkf via @paulhagen @TPDashboard #cem
@Choypw

13 Apr
The only difference between ordinary and extraordinary is the little extra. via @JohnDiJulius
@Choypw

13 Apr
Customer Experience Blog http://bit.ly/ICz2aJ via @TPDashboard @JohnDiJulius #cem
@Choypw

12 Apr
Why employee engagement alone isn’t enough http://bit.ly/IxGhgn By @Leaderchat @LollyDaskal
Great! This confirms my belief!
@Choypw

12 Apr
Customer Effort Score vs #NPS http://ow.ly/aejlX via @thecustomerblog
@Choypw

12 Apr
Friends Have More Credibility Than Brands http://www.mediapost.com/publications/article/172180/friends-have-more-credibility-than-brands.html via @mediapost @ServiceDesigner #servicedesign
@Choypw

11 Apr
Customer Journey Mapping Part I - the basics http://wp.me/p1qyXw-dx via @paulcep @OnionInsights @FRuiter3 #cem
@Choypw

11 Apr
Manage or Lead? Do Both. - Forbes http://lnkd.in/x8sZW9
@Choypw

11 Apr
STOP AT NEVER http://lnkd.in/irABAY
@Choypw

11 Apr
Great customer service and customer experience requires emotional intelligence (EQ) http://bit.ly/HrzLMd via @adrianswinscoe #cem
@Choypw

11 Apr
7 Customer Loyalty Programs That Actually Add Value http://zite.to/HJ3Ilj via @bsdalton #gamification #scrm
@Choypw

11 Apr
Moving Beyond the Gamification Hype http://zite.to/Hij8Qb via @bsdalton #scrm
@Choypw

11 Apr
5 ways Apple Store builds customer loyalty Ritz-Carlton way http://ow.ly/abZHD via RT @Hyken @Forbes #cem
@Choypw

Job-to-be-done?

Forget jtbd.
jtbd is what.
But who defines what.
Instead of redefining what user needs and wants, it's more important to understand user profile.

Each user has unique profile.
And each user plays different role even at the same point in life.
User A is employee of firm A from 0900 to 1700.
Then he becomes customer from 1700 to 1900.
When he reaches home at 1900, he becomes someone's son, husband, and father.

How many jobs this user A needs to get done?
When he's an employee, son, husband, and father?
What exactly is the meaning of job to user A?
What does user A really care?
Is there one simple ultimate need for user A?

jtbd at the end of the day is just a job.
Job is not result.
Job is just output, not even outcome.
Knowing what to get done is only the first step.
Knowing how to get it done right is what makes the difference.

After all, everyone wants to be happy.
Happiness is achieved by avoiding pain and seeking pleasure.
jtbd?
Give job a break!

In NPS I trust...?

NPS, or Net Promoter Score, is used nowadays as an indicator of customer loyalty.

By asking one simple question on a 0 to 10 rating scale...

How likely is it that you would recommend [Company X] to your network?

Customers are then being categorized as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Its formula is simple.

NPS = percentage of promoters - percentage of detractors

But is NPS reliable?

There are only 3 types of customers in the entire marketplace?

How about feedback from potential user?

Potential user could be someone loyal to the brand...

But for some reasons s/he never buys.

S/he will still promote the brand.

But since potential user is not included in the firm's database...

S/he is never included in the formula.

So how reliable is NPS indeed?

Should firm allocate limited resources to measure loyalty...

Where it will be eventually reflected in profitability?

Or should firm focus on innovating methods to wow each individual user instead?

Tweets of 4-10 Apr 2012

10 Apr
Sephora Gives Its Shopping Experience a Makeover http://lnkd.in/HDViVa
@Choypw

10 Apr
Why Every Monday Matters http://lnkd.in/uUVqBh
@Choypw

10 Apr
BRAND NEW WORLD...NOW FREE! http://wp.me/p1sPsE-9S via @joepine @maxlenderman
@Choypw

10 Apr
What Customers Want http://designmind.frogdesign.com/blog/what-customers-want-except-when-they-dont.html by @richardsona via @wimrampen
@Choypw

9 Apr
Jeff Bezos's Top 10 #Leadership Lessons - Forbes http://onforb.es/HnunI9 via @CRM_Speak
@Choypw

9 Apr
The New Rules of Customer Engagement http://bit.ly/HU3g6d via @Inc @joepine @alistairtoffoli #cem
@Choypw

9 Apr
Positive Customer Experience Drives Loyalty, Revenues http://bit.ly/HWlELR via @marketingcharts @OnionInsights #CEM #ROI
@Choypw

9 Apr
How to map a Customer Journey mapping that improves customer retention. http://bit.ly/IcUuiO via @rodbutcher #cem
@Choypw

9 Apr
The Profit Paradox http://www.digitaltonto.com/2012/the-profit-paradox/ via @wimrampen
@Choypw

8 Apr
If output can overcome obstacle, output is outcome with value. Else, output is nothing. #ux #cem
@Choypw

8 Apr
Output is not outcome. Outcome has no value if #experience is negative. #ux #cem
@Choypw

8 Apr
The Mad Men Guide to Overcoming #Creative Block. http://bit.ly/wL3Tcv via @CopywriterTO
@Choypw

8 Apr
What Really Replaces #Marketing (Madness)..: http://wp.me/ptqv0-mq via @wimrampen
@Choypw

7 Apr
The Meaning(s) of Happiness http://bit.ly/IkqeRx #cem #ux #crm
@Choypw

7 Apr
5 Proven Ways To Improve Your Happiness http://bit.ly/HghIVl #cem #ux
@Choypw

7 Apr
Can segmenting by channel improve the customer journey? http://bit.ly/HcRwei via @bsdalton @annettefranz #cem #crm
@Choypw

6 Apr
New book by @profhamel, WHAT MATTERS NOW, recognizes the Experience Economy http://onforb.es/HibCHU via @stevedenning @joepine
@Choypw

6 Apr
The New Rules of Customer Engagement http://www.inc.com/wendy-lea/new-rules-of-customer-engagement.html via @Inc
@Choypw

6 Apr
Make sure your #sales team is avoiding these 5 #toxic #behaviors http://bit.ly/HgmGoX via @Sales_Source @TheForumCorp
@Choypw

6 Apr
Inside Amazons Idea Machine: How Bezos Decodes The Customer http://bit.ly/HVXxfo via @TPDashboard #leadership #culture #custserv
@Choypw

5 Apr
A #brand isn't a logo. It's answers to: Who are you? What makes you unique? And why should I care?" John Jay via @johnmaeda
@Choypw

5 Apr
The Power of Nine Minutes http://goo.gl/ggyE8 via @jeanniecw
@Choypw

5 Apr
If you cant hear the voice of employees, you wont be able to hear the voice of customers http://bit.ly/HeuNSO via @TPDashboard @ValaAfshar
@Choypw

5 Apr
SELLER BEWARE! 5 Newest #Brand Leadership Tactics You Must Implement Now - Forbes http://onforb.es/HgzLLm via @bcarroll7
@Choypw

5 Apr
Using the customer lifecycle to improve your Voice of the Customer program http://bit.ly/HjzCZE via @TPDashboard #voc #cem
@Choypw

5 Apr
Lincoln Transforms Customer Experience At Each #Touchpoint http://bit.ly/HjzcCs via @TPDashboard #cem
@Choypw

5 Apr
The Cost of a Disengaged Employee http://bit.ly/GQa08p via @adrianswinscoe
@Choypw

5 Apr
How to argue...productively! http://ow.ly/a4Utq via RT @method_inc @FastCoDesign
@Choypw

4 Apr
The Most Powerful Leadership Equation Ever http://ow.ly/a3PlQ via @stevekayser @Cincom
@Choypw

4 Apr
At London bus stop, interactive ad shows different content to men and women http://bit.ly/HUzBqL via @trendwatching #INTERACTVERTISING
@Choypw

4 Apr
Power of the Quiet #Entrepreneur http://www.inc.com/geil-browning/power-of-the-quiet-entrepreneur.html via @Inc @TPDashboard
@Choypw

4 Apr
Business Model Canvas Explained: http://youtu.be/QoAOzMTLP5s via @kimkorn
@Choypw

4 Apr
How NOT To Do Customer Experience – Case Study In Sales Incompetence http://twrt.me/kw801i via @donfperkins @meannie @golamrumman @osakasaul
@Choypw

4 Apr
Experience as Strategy http://www.slideshare.net/jaminhegeman/experience-as-strategy via @wimrampen
@Choypw

4 Apr
Why A Firm Has Only One Bottom Line - Forbes http://onforb.es/vQmJbt by @stevedenning via @kimkorn
@Choypw

Tweets of 28 Mar-3 Apr 2012

3 Apr
3 Critical Insights Into Creativity From Lehrer’s “Imagine” http://is.gd/u6qub7 via @PaddyHarrington @streborv @FastCompany
@Choypw

3 Apr
Kelly Bodine on the #BoomwowowowBOOM of experiences http://bit.ly/Hh5Y39 via @WorkPlayX @Forrester #cem #ux #servicedesign
@Choypw

3 Apr
Read the latest Brand and Experience Insider from me and my colleagues @gostonemantel http://bit.ly/HaMxtD via @joepine
@Choypw

3 Apr
The Six Components of a Customer's Experience http://wp.me/pyJL7-kt via @thecustomerblog #cem
@Choypw

3 Apr
The #CRM Process - Step By Step http://dld.bz/bmdKX via @ThinkAboutCRM
@Choypw

3 Apr
The High Cost of Your Annoyance http://goo.gl/mAOJF via @BWLCompany @DanWaldo
@Choypw

3 Apr
Are You Avoiding the Wrong Pain? http://goo.gl/V4Iv9 via @DanWaldo
@Choypw

3 Apr
Engage employees and reduce turnover - a must-read! http://bit.ly/H76sbK via @SarahHedayati @DebbieLaskeyMBA
@Choypw

3 Apr
HOW TO: Create a stellar customer experience http://bit.ly/HFBRVu via @annettefranz #cem
@Choypw

3 Apr
Employee first? Customer second? Customer always goes first. Employee is always important. Employee without customer has zero value. #cem
@Choypw

3 Apr
#custserv is not customer experience. Quality of #custserv is. #cem
@Choypw

3 Apr
Understanding Customer Experience http://lnkd.in/YuGXGf
@Choypw

3 Apr
Shawn McCoy of @JRAtweets on the value of experiential design http://bit.ly/H6Pxwo via @joepine #cem #ux
@Choypw

2 Apr
The Six Habits of Highly Empathic People http://youtu.be/G9jC1ThqTNo via @kimkorn
@Choypw

2 Apr
HOPE or HYPE? The New Strategic Edge: Tapping Your Customer’s Personal Passions http://is.gd/GNaknw from @WolffOlins @GrahamHill
@Choypw

2 Apr
Simplify your life. Track only deliverables and meetings http://lnkd.in/KCHQD9
@Choypw

2 Apr
Customer Experience Design: It’s Not About the Process It’s About the Human Being http://bit.ly/HfNsrO via @B2Community @OnionInsights #CEM
@Choypw

2 Apr
Customers will replace R&D as the main source of new ideas
Game-Changer: http://www.game-changer.net/2012/03/28/customers-will-replace-rd-as-the-main-source-of-new-ideas/#.T3j2wq2jfJX.twitter via @jorgebarba @Brainzooming
@Choypw

2 Apr
How do you define your market? By product? By Demographic? Or you can do it the best way: http://bit.ly/HwQMoC via @wimrampen
@Choypw

1 Apr
Experience Design with A Die http://wisdomboom.blogspot.com/2012/04/experience-design-with-die.html?spref=tw #cem #ux
@Choypw

1 Apr
Experience Is The Next Frontier In Marketing http://bit.ly/AvBwNA via @FastCoLead @rowdybraude @FastCompany #cem
@Choypw

1 Apr
A Powerful (Mission) Statement http://www.inc.com/magazine/201202/a-powerful-mission-statement.html via @Inc @kimkorn
@Choypw

1 Apr
3 Tips to Develop Loyal Customers With Customer Experience http://bit.ly/HzcHIQ via @themanagr @TPDashboard #cem
@Choypw

1 Apr
Seven Steps To Find Your “Uncommon Sense” http://bit.ly/H28caC via @ariegoldshlager
@Choypw

31 Mar
16 Articles on Defining #Brand Strategy & #Branding: http://bit.ly/HrDvwy via @clear_nickg @GuidoKerkhof @Brainzooming
@Choypw

31 Mar
The Customer Loyalty/Customer Experience Conundrum http://bit.ly/HnEKfN via @TPDashboard #cem
@Choypw

31 Mar
Two Lists You Should Look at Every Morning http://lnkd.in/qmF9EM
@Choypw

31 Mar
How To Lead Change: 3 Simple Steps http://lnkd.in/8nru4e
@Choypw

31 Mar
How Good Design Is Like Underwear http://lnkd.in/TSwVP3
@Choypw

31 Mar
How Top Brands Pull Customers into Orbit http://lnkd.in/Sccg9A
@Choypw

31 Mar
Three Rules for Innovation Teams http://lnkd.in/VTrst3
@Choypw

31 Mar
The Pillars of Influence and How to Activate Cause and Effect http://lnkd.in/t9kfUx
@Choypw

31 Mar
20 Important Customer Experience Statistics for 2012 http://fonolo.com/blog/2012/03/customer-experience-statistics-2012/?ls=web_twitter via @fonolo #cem
@Choypw

31 Mar
4 customer strategy questions to ask right now: http://bit.ly/HseOQy via @customeralchemy @1to1Media #cem
@Choypw

30 Mar
#CEM makeover. 5 tips for success via @ShaunSmith_CEM
@Choypw

30 Mar
9 Extreme #Creativity Questions from Peter's Laws http://ow.ly/9Y9aC via @Brainzooming
@Choypw

30 Mar
You mean there are no new ideas? http://ow.ly/9Y8Ws via @Brainzooming
@Choypw

30 Mar
8 Qualities of Remarkable Employees http://bit.ly/y7dcEg via @Inc @TPDashboard
@Choypw

30 Mar
A 'Customer Development Manifesto' by @sgblank - http://bit.ly/GXC8RP via @ralph_ohr
@Choypw

30 Mar
A #brand isn't just a logo: 16 Articles on Defining Brand Strategy and Business Branding Topics http://ow.ly/9XjNh via @Brainzooming
@Choypw

29 Mar
Five Steps to Successful Customer Communication http://bit.ly/GYbS9C via @1to1media @TPDashboard #cem #custserv
@Choypw

29 Mar
The Four P's Redefined http://goo.gl/S1RJ9 via @knealemann @tedcoine
@Choypw

29 Mar
Seth's Blog: The essential question to ask before extending your brand http://bit.ly/HrlMAJ via @ThisIsSethsBlog
@Choypw

29 Mar
Customer Experience as a Branding Strategy http://bit.ly/GX6NyE via @OnionInsights #CEM #Branding
@Choypw

29 Mar
What it takes to win with customer experience http://bit.ly/GZiw5b via @TPDashboard #cem
@Choypw

29 Mar
Reciprocity: What Have You Given To Your Customers Lately? http://www.experiencetheblog.com/2012/03/reciprocity-what-have-you-given-to-your.html#.T3N_aK6sw9o.twitter via @thecustomerblog #cem
@Choypw

28 Mar
Aligning with the Consumer Decision Journey http://hbr.org/web/ideas-in-practice/aligning-with-the-consumer-decision-journey via @TPDashboard #cem
@Choypw

28 Mar
Stay Relevant and Win Customers http://bit.ly/HiZYHr via @portfoliodotcom @TPDashboard #cem #brand #loyalty
@Choypw

28 Mar
Customer-Centricity: let’s wake up and address the real issue! http://www.mycustomer.com/blogs/maziqbal/customer-blog/customer-centricity-let-s-wake-and-address-real-issue via @thecustomerblog @TPDashboard #cem
@Choypw

28 Mar
Customer experience and brand strategy http://ow.ly/9UqAX via @MichaelHinshaw #cem
@Choypw

28 Mar
Privilege, Justifications and Expectations http://goo.gl/fb/SIuBy via @JenKuhnPR @joegerstandt
@Choypw

28 Mar
Great animation on why we need more people-centred #servicedesign http://is.gd/qvbQTq via @lixindex @GrahamHill @joelbaileyuk
@Choypw

Tweets of 21-27 Mar 2012

27 Mar

A very good presentation on #ServiceDesign done in 2007 by Nick Harsh from @hereatEngine http://www.slideshare.net/servicedesign/designing-services via @GrahamHill @marttamo
@Choypw

27 Mar
How to map a customer journey that improves customer #retention http://www.mycustomer.com/topic/customer-experience/how-map-customer-journey-improves-customer-retention/139775 via @TPDashboard #loyalty #cem
@Choypw

27 Mar
Amazon vs. Apple: Competing Ecosystem Strategies - Ron Adner - Harvard Business Review http://bit.ly/za8Axy
@Choypw

27 Mar
"Delivering great products is no longer sufficient for success. Rather, what matters is delivering great solutions." @MichaelHinshaw #cem
@Choypw

27 Mar
5 Questions Every #CEO Needs to Ask About Their Customer Experience http://informationoptimized.com/blog/2012/03/26/five-questions-every-ceo-needs-to-ask-about-their-customer-experience/ via @TPDashboard #cem
@Choypw

26 Mar
A 10 step program to mastering the customer service experience http://bit.ly/GZj9Xu via @OnionInsights @ValaAfshar @forrester #cem
@Choypw

25 Mar
People Buy on Emotion, Justify with Logic & Make Decisions in Silence http://www.business2community.com/customer-experience/people-buy-on-emotion-justify-with-logic-make-decisions-in-silence-0149512 via @B2Community
@Choypw

25 Mar
How a Tiny Supermarket Chain Became the Anti-Walmart http://lnkd.in/rPFQiC
@Choypw

25 Mar
Experience is the next Corporate Battleground http://brandexperiencematters.blogspot.com/2012/03/experience-is-next-corporate.html #cem #ux
@Choypw

25 Mar
#Marketing Leadership in the Age of Service http://www.slideshare.net/wimrampen/marketing-leadership-university-groningen-web-version-12139490 via @wimrampen
@Choypw

25 Mar
5 Ways to Make a Negative Experience More Positive http://is.gd/VS21sD
@Choypw

25 Mar
Mapping out customer experience excellence: 10 steps to customer journey mapping http://www.mycustomer.com/topic/customer-intelligence/customer-journey-mapping/105167 via @rodbutcher #cem
@Choypw

25 Mar
Emotional Branding http://lnkd.in/HNRi3v
@Choypw

25 Mar
Is Advertising Better Today Than During The 'Mad Men' Era? http://lnkd.in/8JYHQn
@Choypw

25 Mar
We think about events rather than touchpoints because a touchpoint doesn't have the dimension of time - @sorenmuus on experience mapping
@Choypw

25 Mar
Best Smile Quotes http://goo.gl/8iCLe via @RaisingSkaters @AngelaMaiers
@Choypw

24 Mar
"If you don't have a roadmap, you should at least have a compass." via @johnmaeda
@Choypw

24 Mar
A strong brand just means people know who you are & what you do. I know who Dodge is but I've never bought one. via @ronaldskelton
@Choypw

24 Mar
The Experience Map http://tylertate.com/blog/2012/03/19/the-experience-map.html via @TPDashboard #ux #cem
@Choypw

24 Mar
Magic http://wisdomboom.blogspot.com/2012/03/magic.html?spref=tw #cem #ux
@Choypw

24 Mar
Going Beyond “Why” http://lnkd.in/bcQZVj
@Choypw

24 Mar
Even though not all customers are created equally, they all have high expectations and strong opinions. via @MichaelHinshaw
@Choypw

24 Mar
Web Design Trends You Should Adopt in 2012 - CrazyLeaf Design Blog http://bit.ly/GWFWoH via @Desk
@Choypw

24 Mar
The results of allowing employees Autonomy, Mastery & Purpose to what they do “@Choypw: Successful Customer Outcomes http://lnkd.in/CR4sG3”.
@ConstantCrowd

23 Mar
Successful Customer Outcomes http://lnkd.in/CR4sG3
@Choypw

23 Mar
Success Starts With A Question
Fast Company http://lnkd.in/uiY3XE
@Choypw

23 Mar
Collaborating With Customer Communities: Lessons From the Lego Group http://bit.ly/GHRgHC via @ariegoldshlager #cem
@Choypw

23 Mar
P&G marketing chief urges 'do and learn' experimental culture - http://bit.ly/GFm07q via @thecustomerblog #cem
@Choypw

23 Mar
Customer experience happens with or without your preparedness http://bit.ly/AvNRgU via @sirpowell @briansolis #cem
@Choypw

23 Mar
5 Worst Things You Can Say to a Customer http://www.inc.com/ron-burley/5-worst-things-to-say-to-a-customer.html via @Inc @consumerrebel @TPDashboard #cem
@Choypw

23 Mar
Put some #cem in your #CRM http://awe.sm/5hUY9 via @MichaelHinshaw @benrigby
@Choypw

23 Mar
What’s the difference between wisdom and knowledge? http://bit.ly/GHVSgg via @DisneyInstitute
@Choypw

23 Mar
Customer Do's and Don'ts http://ow.ly/9OSOq via @abhishekshah @MichaelHinshaw #cem
@Choypw

23 Mar
Why Zeus beats Janus... http://ow.ly/9OSvK via @MichaelHinshaw #cem
@Choypw

22 Mar
Don't Try to Make Your Employees Happy http://bit.ly/GGlB4j via @KetelboeterPR @Zealeap #leadership #management
@Choypw

22 Mar
"ROI doesn't matter. Relationships do" doesn't cut it. Relationships need to create value or what's the point? via @bsdalton @wimrampen
@Choypw

22 Mar
Confidence without guts http://bit.ly/GNV73w via @ThisIsSethsBlog
@Choypw

22 Mar
On Falling in Love http://goo.gl/K6Hy5 via @jeanniecw @douglaserice
@Choypw

22 Mar
"THE OPPORTUNITY IS IN THE SPACE BETWEEN." PaddyHarrington via @ecodecoARORA #magic #intuition #passion
@Choypw

22 Mar
Why Mindshare Matters More Than Market Share http://www.inc.com/vanessa-nornberg/why-mindshare-matters-more-than-market-share.html via @Inc @TPDashboard #brand #cem #custserv
@Choypw

22 Mar
3 Words That Guarantee Failure http://www.inc.com/geoffrey-james/3-words-that-guarantee-failure.html via @Inc @TPDashboard #sales
@Choypw

22 Mar
Leaders, THE Threat to Superior Customer Experience http://ow.ly/9MU0Q via @KateNasser @fonolo #cem
@Choypw

22 Mar
"Happiness is when what you think, what you say, and what you do are in harmony." Gandhi via @GaryLoper @thecustomerblog
@Choypw

21 Mar
Esculturas 3D em parede http://p.ost.im/p/e4LQaM via @haznos
@Choypw

21 Mar
Getting confused about causation and correlation http://bit.ly/GH6QCR via @ThisIsSethsBlog
@Choypw

21 Mar
Out of Sight, Top of Mind http://lnkd.in/5iXpSV
@Choypw

21 Mar
The 6 Habits of Strategic Thinkers http://lnkd.in/MdJRag
@Choypw

21 Mar
Apple’s 4 Principles of Product Design http://pulse.me/s/7aDiE via @DeliverBliss #ux
@Choypw

21 Mar
Customer expectations of experience are based on their perceptions of what experience should be. via @MichaelHinshaw #cem
@Choypw

21 Mar
Often a great experience doesn't mean reinventing the wheel; just putting it on the right vehicle. http://ow.ly/9LF6s via @MichaelHinshaw
@Choypw

Experience Design with A Die

Customer journey is just another lifecycle.
It could start everywhere.
And it could end anywhere.

How long should it be?
Firm would say the longer the better.
A longer lifecycle is usually an indication of loyalty.

But how long could it be?
Fortunately, it's not beyond control.

Roll a die!

A die has 6 faces.
Each face could be anything.
It could be the traditional 1, 2, 3, 4, 5, and 6.
Or...
It could be add, subtract, multiply, divide, do nothing, and make a difference.

If the result is add, add one touchpoint to the touchline.
If it is subtract, take out one touchpoint from the touchline.
If it's make a difference, then innovate!
So on and so forth.

Although the result may seem random...
It's actually predictably random.
After all, there are only 6 outcomes.
And the probability of getting each outcome is exactly the same.

Should firm design experience based on logical emotion?
Or should firm use the throw of a die to produce a random but predictable experience?