take 5
thinking about digital customer experience
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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 [...]
Image via Wikipedia For six years Jake McKee led social media strategy at Lego in the US. You probably now know what a terrific job Jake and the people at Legos have done at building and bonding with a community of fans and fanatics. (McKee is currently CEO of his own agency, Ant’s Eye View) [...]
Social Media Open API Strategies for Bricks + Clicks Retailers
In: Minnesota|b2c|business strategy|e-commerce|open|retail|social media
26 Jun 2009Best Buy is the latest retailer to make the plunge into OpenAPI selling. Their Best Buy Remix will hopefully double their e-commerce sales over the next few years–at least that’s what Best Buy is hoping. What will this mean for smaller niche e-commerce retailers? Perhaps the best low cost ROI strategy they could pursue.
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@alphabeta.co
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