take 5
thinking about digital customer experience
Archive for the ‘research’ Category
The Death of Branding and The Rise of Design and Reputation
In: b2b|b2c|business strategy|change management|design|e-service|integration|research|social media|social trends|user experience
12 Feb 2010So take a moment and think of the best work your company does. When your company does its best work who does it? How do they do it? Now hold a picture of that group of people and the work they do, and ask “what qualities or values do they bring to the table that [...]
Wal-Mart Green Strategy: Is it Walking the Walk?
In: business strategy|integration|marketingasservice|research|social trends|testing|user experience|ux
29 Jul 2009Wal-Mart announced this month an initiative to add labeling to everything they sell that will provide ratings of how envrionmentally friendly products are. They are mandating participation by all of their vendors in this program, which means that billions of dollars worth of products will carry this branded (Wal-Mart) labelling.
It’s “Social Networks” not “Social Media”
24 Jul 2009Image via Wikipedia Can we just all start using the term “Social Networks” rather than “Social Media?” I know this will mean having to re-do a lot of conference Websites, powerpoints and business cards, but the name “social media” is just an unfortunate 20th century misnomer. Using the name “media” lumps it with traditional “media” [...]
TAKE 5: Malcolm Gladwell tells how Spaghetti Sauce changed life
In: b2c|crowds|design|research|social trends|user experience
15 Jun 2009Five interesting ideas I found this week, including a couple of compelling videos: MALCOM GLADWELL: SPAGHETTI SAUCE FROM TED.COM: The author of “The Tipping Point,” and “Blink,” offers another charismatic story about Howard Moskowitz, the man who brought us twenty flavors of spaghetti sauce. Do we ask our customers what they want and then provide [...]
TAKE 5: How Do Customers Experience Online Over Time?
In: b2c|business strategy|crowds|customer service|design|remote|research|social media|testing|user experience|ux
7 Jun 2009This week let’s think about time. How does time change the customer experience online? I was thinking about how we arrive at, consume, leave and (maybe) come back to different digital experiences. This has big implications for social media where developing awareness, wonder and trust all happen over time, outside the single customer experience model. [...]
About this blog
I'm Rohn Jay Miller. I'm a principal in a start-up called AlphaBeta. We work with clients to evolve their business + communications strategies so they become more open, interactive and valuable in the marketplace. This means looking at how marketing, sales and customer service holistically engage customers. I write here about our challenges and opportunities.
I used to be Senior Vice President - Product + Technology, Knight Ridder Newspapers You can reach me at rmiller@alphabeta.co
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