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thinking about digital customer experience
Archive for the ‘integration’ 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 [...]
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.
Customer Satisfaction in E-Commerce Strongly Effects Future Loyalty
In: b2c|business strategy|customer service|e-commerce|e-service|integration|retail|user experience
31 Dec 2009Image via Wikipedia ForeSee Results has just released a research study on customer satisfaction with the top 40 Internet e-commerce Website and for mainstream retailers like Target and Best Buy it’s not great news. The two retailing giants scored just below the average for the 40 sites, and showed little improvement in their customer satisfaction [...]
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…
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 [...]
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.
Macy’s Online Zooms While In-Store Collapses
In: b2c|business strategy|customer service|in-store|integration|retail|user experience
8 Jun 2009In some kind of watershed, Macy’s has reported for five straight months that the retailer’s online e-commerce is growing at double digits, while in-store sales decline more. Macy’s is actually coy about the specifics, but analysts, like Internet Retailer, who track the company have done the math, and over the past year seen the company’s [...]
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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