Patricia Seybold

Can Microsoft Claw its Way Back into Relevancy?

I never think about Microsoft any more. I'm not alone. But I think that's about to change and I'm puzzled about what Microsoft is...

Will Xiaomi Stop the iPhone in China?

There's a "new" smartphone that's gaining rapid marketshare and challenging Apple's global brand primacy: Xiaomi's ((pronounced Show-em) Mi. The privately-held Chinese manufacturer of Android-based...

How to Improve the Customer Experience for your B2B Customers

What are the Top 12 Things that Annoy Your Business Customers? I thought you might like to know about the current Moments of Truth that...

Amazon’s Prime Day Experiment

Amazon Prime Day, which celebrated the 20th anniversary of the Prime members’ program on July 15, 2015, has taken a lot of flack as...

Your Great Suggestions for Malaysia Airlines

On May 15th 2015, we wrote about the fact that Malaysia Airlines had just rolled out a new social marketing platform when disaster struck...

7 Tips for Re-Designing Your Customer Experience as Your Customers Change

“We’re finding it challenging to adapt to our customers’ behaviors. They tweet, they chat, they text; they don’t want to go online and log...

OPEN LETTER TO IBM Watson Health: Is It Too Late for Patients to Drive...

I’m psyched about the launch of IBM’s Watson Health Business Unit.  Now that I spend about 50% of my time in the healthcare world...

The Peer-to-Peer Economy Is Growing

I received a thoughtful reader response from Jeff Conklin on my recent Zopa case study/update. Jeff wrote: “Your piece about Zopa (which I hadn’t heard...

Why Not Let Customers Help Create Your Objectives?

We all know that you get what you measure. When we experience a dysfunctional organization, we know that we should be suspicious of the...

Innovation: Creating vs. Problem Solving

I was recently engaged to facilitate an “innovation discussion” between a client’s cross-functional innovation team and an insightful team of people from one of...

Do Your Policies Make Your Existing Customers Angry?

Often in a large company, the proverbial right hand doesn’t know what the left hand is doing. Each department creates policies to streamline business...

How Viable Is the Apple Pay Ecosystem?

We published our initial review of Apple Pay functionality on October 11th.  Our conclusions are summarized in this Report Card: Customer’s Moments of Truth for...

Are You Measuring What Matters to Customers?

In the northern hemisphere, early September is a natural time to take stock and to set priorities. As our kids go back to school,...

CaringBridge: An Almost Perfect Customer Ecosystem

If you haven’t heard of CaringBridge.org, you should know about it. Eventually you, or someone in your family, will be dealing with a major...

Avoiding B2B One-Night Stands

We’ve all probably done this: a business that sells to business customers offers a special deal or promotion to attract new business or to...

Can IBM Be a Major Player in the Apple Enterprise Ecosystem?

As I mentioned last week, in my post, “Enterprise Customers Forged the Apple/IBM Ecosystem,” what tickled me about the exclusive worldwide partnership announced by...

Enterprise Customers Forged the IBM & Apple Customer Ecosystem

What I like about the new alliance between IBM and Apple for secure mobile apps is that it’s customer-driven. This is a great example...

Don’t Take Customers’ Most Valuable Asset: Their Time!

We predict that within 24 months there will be no more waiting on hold. No more phone queues. No more music or annoying ads....

Why I Love Apple’s Customer Service

I live an hour and a half away from the nearest Apple Store, so I really value the ability to solve most problems that...

Contemplating Amazon’s Fire Phone

I haven’t gotten my hands on the new Amazon Fire Phone yet, so I can’t really comment on its most dramatic feature: what Jeff...

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