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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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. ...

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...

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...

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...

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....

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...

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...

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