take 5
thinking about digital customer experience
Archive for the ‘customer service’ 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 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 [...]
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 [...]
Texas Instruments E2E Community Blows Open the Case for B2B Social Media Investing
In: b2b|business strategy|crowds|customer service|e-service|high technology|marketingasservice|social media
19 Dec 2009Texas Instrument’s E2E is a community of about 10,000 engineers who communicate and comment on a wide range of subjects related to chips—the core of what Texas Instruments produces. Before TI engineers would answer queries 1-to-1. Now each answer is seen by 10,000 peers and is indexed into search engines to be found by hundreds more–right at the moment of consideration. Brilliant!
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
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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- Tags: museum
The 7 Acid Tests for Brands in the Social Gold Rush
In: business strategy|crowds|customer service|e-service|retail|social media
16 Jul 2009Image via Wikipedia “The Acid Test” was popularized during the California Gold Rush of 1849. It was a simple test that gold seekers and traders could use to determine if a rock contained real gold or just base metals. Precious metals like gold stand up to strong acids without melting, while base metals will begin [...]
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- Tags: Business, social media
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 [...]
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@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