take 5
thinking about digital customer experience
Archive for the ‘b2c’ 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 [...]
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 [...]
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 [...]
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 [...]
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:
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 [...]
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- Tags: Facebook, Google, Jeremiah Owyang, LinkedIn, MySpace, search, Social network, Yahoo
Thinking About the Future of Museums
In: b2c|museums|non-profits
27 Sep 2009Museums earn our engagement through their own individual quality and authority—but they also work in concert with other sources of information in our culture building a “network of meaning” that each of us accesses in our own ways. The network of meaning is the network of information sources that for better or worse create public [...]
Johnny Walker Explains Entrepreneurship: The Man Who Walked Around The World
In: b2c|business strategy
21 Sep 2009Brilliant long form commercial for Johnny Walker featuring actor Robert Carlyle is also a grand lesson in how to become an entrepreneur through inventive, integrated marketing
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