Daryl Choy

There’s No Such Thing As An Experience

How easy is it to create an experience that delights others? If you think it is easy, think about it again. Experience itself is only a word. If you look the word up in a dictionary, it means "something that happens to you...

What Exactly Is Touchpoint?

One of the reasons why there is no consensus on what CRM/CEM really is is because there is no consensus on the definition of relationship/experience. What's worse, there may also be no consensus on who the customer really is! So, before trying to agree...

What Exactly Is Microsoft Doing Here?

Who really needs the upgrades that the software giant always comes up with every 2-3 years? Did the customers ask for the upgrades at all? Or they need something else that the giant always ignores? There is this Customer Experience Improvement Program (CEIP)...

The Paradox of Little Things

What are your little things? Do you know where your little things are? How do you make your little things count? What exactly are little things? Things that are not obvious but have significant impact on results? If their impact could...

From Touchpoint to Catchpoint

Simply put, touchpoint is an interaction, or a point (what/who) that is touched via any channel (where/how) for a purpose (why). Touchpoint itself produces no experience. It only serves as a platform for one point in terms of people, information, deliverables to...

Can Mickey Make Friends With the Dragon?

Who is going to win? The mouse, or the sea lion? (Mouse represents Disneyland, and sea lion Ocean Park, a Hong Kong-based educational theme park.) Although both theme parks serve the same market, there seems to have no fierce competition yet. Each...

Touchpoint eXperience With PwC

Experience lies in the eyes of the beholder. You just had a wonderful encounter with one of your customers, and believe that's a positive touchpoint experience, but in reality, you never know what you are actually producing... This is my experience with PwC. I first...

Is Hyatt Customer-Centric or Environment-Centric?

"As part of Hyatt's commitment to conserve the environment, we will change bed linens and towels as necessary or upon request. If you wish to have your linens and towels replaced daily, please contact the hotel operator." This is the message I read when I…

What Does Beta Mean to You?

Everything Google launches into the market almost comes in "beta." Using the "beta" approach, Google gets new products or features out into the marketplace quickly, then improve them as they are used. That's basically the Google experience. The "beta" approach is in fact an irresponsible...

Back to Basics: RFM

In database marketing, frequency is one of the three core variables. The other twos are recency and monetary, together known as RFM. RFM analysis helps marketers segment market, and develop effective marketing strategies which maximize ROI, or return on investment. In Handbook of Market Segmentation,...

The Basics of Touchpoint Chain – ABCDEF

Touchpoint forms the basis of relationship, or the touchpoint chain. Although there are no best practices as to how a positive touchpoint chain should be built, everyone should at least know the basic elements, or the ABCDEF. Attitude – Attitude is everything, almost. Positive attitude…

Touchpoint eXperience Review 2001-2007

The word "touchpoint" first appeared in 2001. Of course, the idea is not new because touchpoint is just another word for interaction. In his teachings, Confucius talks about li. Li is about all the actions committed by a person to build relationship...

Merry Christmas

Merry Christmas. Christmas is originally a Christian holiday that celebrates the birth of Jesus, but it is now the largest annual economic stimulus for many nations in the world. Christmas is no longer Christmas, but a season for gift exchange. Is it because of Santa...

Do You Really Know How To Sell?

"Sales are contingent upon the attitude of the salesman - not the attitude of the prospect." W Clement Stone Everyone sells. Leaders sell visions. Managers sell execution plans. Staff sell abilities. But, does everyone know how to sell? Sure everyone does. Selling happens every...

How Well Do You Listen?

"The most important thing in communication is to hear what isn't being said." Peter Drucker Everything is about give and take. Takers cannot take forever without giving, because givers expect return. When takers take things for granted, and have no intention to...

Divorce From Theory and Practice, Part VI

Quantitative Definition of IPAK 6 factors are used to define IPAK. T1) Customer Lifespan – Customer Lifespan is defined as the difference between today and first purchase date. In terms of Excel, it can be expressed as TODAY() – First Purchase Date(). Customer...

Divorce From Theory and Practice, Part V

Customer Segmentation – IPAK IPAK is an acronym for Inactive, Potential, Active and Key. It is used to segment customers in order to achieve optimal resources of allocation. IPAK is further divided into 2 sub-segments 0 and 1, with 1 possesses higher value...

Divorce From Theory and Practice, Part IV

Touchpoint eXperience Management (TXM) TXM is about managing touchpoint experience. A touchpoint is every point of interaction, internal and external, seen and unseen. An experience is a subjective feeling about the interactions of one individual with an event and/or with other individual....

Divorce From Theory and Practice, Part III

The Profit Function Air is a necessity of human life. In the world of never-ending change, profit, like air, is the only one thing that makes enterprise's survival possible. Every profit-maximizing enterprise strives to maximize profit, because the higher the profit, the bigger...

Divorce From Theory and Practice, Part II

Acronyms A couple of years ago, ERP was the hottest thing going until the focus shifted to CRM and more recently, SCM. These buzzwords just won't stop buzzing. When one buzzword is announced dead, another one will appear almost instantly. However, how...

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