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 always easier said than done. Everyone can develop unlimited number of ideas but not everyone can turn them into...

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 Schmitt defines brand as reputation in the marketplace plus promise to the marketplace plus experience of customers. Marty Neumeier...

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 user's account for using a feature it offers. The entire original email thread is reproduced below. ___ Email #01…

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 managed, then how are results going to be measured? What about things that cannot be measured but still have...

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 deliver different experience to different individual due to different background. Experience is unique, because no experience is the same....

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: People (P), Information (I) and Deliverables (D). Why three, but neither less nor more? There is a natural...

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 above all else, and always wants to win first and fast, even at the expense of positive relationship. Only...

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, People (P), Information (I), and Deliverables (D). Why PID? Because people hire/produce deliverables based on information available. Process is...

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 (P), Information (I) and Deliverables (D). Why three, but neither less nor more? There is a natural...

Back to Touchpoint …

Relationship dictates. There is nothing new about this simple fact. But every now and then firm forgets about it. If relationship is fair, then every situation will automatically deliver win-win outcome. There is simply no need to craft win-win solutions....

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