Daryl Choy

Divorce From Theory and Practice, Part I

Background Theory is like knowing, and practice is like doing. There is always a big gap between knowing and doing, and it is...

Do You Have Your BRAND?

Is brand everything? Why brand is important? What are the benefits of good branding? There are many different definitions of brand. Bernd...

The Stupidity of Facebook

What is the point of offering something when the individual using the feature will be punished? Facebook delivers negative touchpoint experience when it simply disables...

The Death of Relationship

What gets measured gets managed, but why? If something cannot be measured, then it cannot be managed? And if it cannot be...

The Origin of Winning, Part III

Experience Redefined Experience is a personal and unique feeling that an individual senses at every touchpoint. Experience is personal. Even the exact same event will...

The Origin of Winning, Part II

Touchpoint Redefined Touchpoint is every point of interaction, internal and external, seen and unseen. Although touchpoint is countless, it can be grouped under three categories:...

The Origin of Winning, Part I

Relationship rules – this is a simple fact that every firm knows but very few firms really act on it. Profit-maximizing firm focuses on profit...

eXperience Redefined

Experience is defined as a personal and unique feeling that an individual senses at every touchpoint. There are three types of touchpoint, namely,...

Touchpoint Redefined

Touchpoint is every point of interaction, internal and external, seen and unseen. Although touchpoint is countless, it can grouped under three categories: People...

Back to Touchpoint …

Relationship dictates. There is nothing new about this simple fact. But every now and then firm forgets about it. If relationship...

New Posts