take 5
thinking about digital customer experience
Archive for the ‘ux’ Category
Why We Need Duct Tape To Run Our Systems
In: b2c|business strategy|change management|cloud computing|customer service|design|e-service|in-store|integration|retail|user experience|ux
7 Mar 2010We all see software system work arounds in our daily life. It will take strong cross department communication in the future to make sure systems do all they can do.
Intercomm: how internal + external communications integration will become the new frontier
In: business strategy|change management|customer service|high technology|integration|marketingasservice|social media|social trends|user experience|ux
4 Jan 2010Intercomm is the idea that internal, partner and marketing communications will need to be planned and executed in a totally integrated process. This post defines the idea and presents the reason why it will be the big interactive trend in 2011.
I’ve Got a New Job–and So Do You
In: Uncategorized|b2c|business strategy|crowds|customer service|social media|social trends|testing|user experience|ux
9 Dec 2009Social media is leading to a seismic change in communications which I call strategic communications planning, which will replace strategic consulting by firms like McKinsey and Bain. It will also take the place of a lot of marketing and advertising budgets as well
It’s the Worst (and Best) of Times for Online Innovation
In: business strategy|design|integration|mobile|social trends|user experience|ux
9 Oct 2009This recession is the worst of times and the best of times for innovation. Senior executives send the twin messages, “let’s take care our our customers” and “let’s get back to what we do best.” The first message is always admirable, recession or no. I think what it’s supposed to mean is “work harder” at what you should be doing all the time, which is thinking about and taking care of your customers. The second thought is the real-innovation killer. A recession is no time for “experimentation” in the minds of many senior executives. So what’s the good news? Where is innovation thriving in the Recession? Several places that I see…
Agile Programming + the Value of “Autonomy, Mastery and Purpose
In: b2b|b2c|business strategy|design|open|user experience|ux
25 Aug 2009Dan Pink, formerly Al Gore’s speechwriter, delivered a brilliant speech at TED in London earlier this year, called “The Surprising Science of Motivation.” In this talk he lays out the scientific case against incentives as a business motivator. As an unreprentant capitalist, this got my attention. Almost every job I’ve worked at I’ve either been [...]
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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- The Death of Branding and The Rise of Design and Reputation
- My Favorite Television Commercial
- The lesson of clamshell packaging and real company values
- Intercomm: how internal + external communications integration will become the new frontier
- Customer Satisfaction in E-Commerce Strongly Effects Future Loyalty
- Lessons From Crossing the Chasm of Social Media at Lego
- Texas Instruments E2E Community Blows Open the Case for B2B Social Media Investing
- I’ve Got a New Job–and So Do You
- Five Reasons Why I Hate My Very First, Shiny New iPhone