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thinking about digital customer experience
Archive for the ‘social trends’ 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 [...]
My Favorite Television Commercial
In: b2c|business strategy|media|social media|social trends|user experience
10 Feb 2010All this talk about the Super Bowl television commercials has gotten me thinking about the role of television in the new social landscape. I confess to being an NFL junkie this year, as a result of the Minnesota Vikings run at the title and my shiny new widescreen HDTV. Our 9 year-old daughter is absorbed [...]
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
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…
Image via CrunchBase Jeremiah Owyang and Charlene Li have pointed down the shadowy pathway towards the future of social computing, and not surprisingly they see Google: “Revealing Google’s Stealth Social Network Play.” Facebook, Twitter and LinkedIn today look and act like first stage examples in any communications revolution–much like 19th century daguerreotypes were staged like [...]
- (1) Comment
- Tags: Facebook, Google, Jeremiah Owyang, LinkedIn, MySpace, search, Social network, Yahoo
Public Relations and this “Second Wave” of the Internet
In: business strategy|cloud computing|integration|media|social media|social trends|user experience
8 Sep 2009In 2009 we’ve seen public relations agencies laying claim to social media as an organic extension of how they see their mission—influencing public perceptions. They get help in this argument from other trends, for example the way bloggers are accommodated as journalists by political campaigns and companies launching new products. Another trend is the “public [...]
Lifelong newspaper writer–and reader–Rohn Jay Miller explains why he’s cancelling his three daily newspaper subscriptions–the Wall Street Journal, the New York Times, and the Minneapolis Star Tribune.
- (4) Comments
- Tags: Newspaper, Publishing
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.
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
- I’ve Got a New Job–and So Do You
- Five Reasons Why I Hate My Very First, Shiny New iPhone