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