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thinking about digital customer experience
Archive for the ‘design’ 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.
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 [...]
The lesson of clamshell packaging and real company values
In: b2c|business strategy|customer service|design|retail|user experience
15 Jan 2010Image via Wikipedia Tara Hunt, author of “The Whuffie Factor” spoke this week at a Social Media Club workshop held at Best Buy Headquarters in Minneapolis. As she spoke about her prescriptions for companies opening up to the new social Internet, she offered this discussion point: “Identify the values that are part of communities that [...]
I just got my very first iPhone. And despite falling in love with it, I’ve run into five problems with the iPhone right away. These are obvious clear faults with the customer experience that should be easy, easy to Apple to fix. We’ll see if they do:
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…
Adobe’s Acquisition of Omniture Starts Making Sense of “The Distributed Internet”
In: business strategy|cloud computing|design|user experience
23 Sep 2009Most of us who think about Web analytics and the metrics of online success (and then blog and tweet about) were left dumbstruck and gobsmacked at the announcement last week that Adobe Corporation would acquire Omniture, one of the top three players in the paid Web analytics market. I said it reminded me of such [...]
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 [...]
SFMOMA At Adaptive Path’s UX Week
7 Aug 2009Great presentation on the nature of museums and how they are evolving the user experience given by three people from the interactive multi-media team at San Francisco Museum of Modern Art (SFMOMA) which just completed a fantastic re-design: Be sure to visit the new SFMOMA site, one of the best of the new museum Website [...]
Public Touchscreens Can Create Multi-User RFID Magic
In: b2c|customer service|design|e-service|in-store|museums|remote|testing|user experience
17 Jul 2009[youtube width="400" height="300"]http://www.youtube.com/watch?v=Nxq9PZRrNAA[/youtube] Schematic has done some pioneering work with large touchscreens. You may have seen their touchscreen computer for Accenture in the International Terminal at JFK airport in New York City. They came to Cannes this year for the interactive festival and installed a touchscreen to help attendees get registered and oriented. Two things [...]
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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 [...]
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@alphabetadesign.com
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- Why We Need Duct Tape To Run Our Systems
- 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
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- Five Reasons Why I Hate My Very First, Shiny New iPhone