Patricia Seybold
Patricia Seybold
With 30 years of experience consulting to customer-centric executives in technology-aggressive businesses across many industries, Patricia Seybold is a visionary thought leader with the unique ability to spot the impact that technology enablement and customer behavior will have on business trends very early. Seybold provides customer-centric executives within Fortune 1 companies with strategic insights, technology guidance, and best practices.
Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service
What’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight...
Amazon’s Faux Pas Comes at a Bad Time
This week Amazon announced Amazon Prime Music—1 million songs/tracks available for free for Amazon Prime users. The company also announced more seamless integration between...
Can IBM Deliver Customer Clouds?
We all walk around with the cloud in our pockets. Our mobile devices are our connection to the cloud. Computing resources, networking resources, storage,...
What Matters Most in Customer Self-Service?
Both consumer and business customers rely heavily on Web self-service channels when they have a problem. Recent surveys of customers engaged in self-service activities...
Customer Clouds: The Next Big IT Battleground
“Best of” Customer Cloud Articles We’ve been writing a lot recently about “Customer Clouds.” It’s a term we coined. And it’s a movement we’re fully...
Open Letter to Microsoft’s New CEO
I don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of...
Do You Want Staid Customer Advisory Boards or Incubators for Innovation?
We’d like you to raise the bar for your Customer Advisory Boards in 2014. If you already have ongoing CABs, it’s time to morph...
Using Daily VOC to Improve Customer Experience
I fell in love with Blair McHaney this week. His description about how he uses daily customer surveys at his fitness clubs to make...
Why CABs Shouldn’t Be Run by Marketing
If there’s one thing your organization could do in 2014 that would make the biggest difference to its success, it’s this: Move your Customer...
How to Create the Conditions for Innovation
I read a book this fall and came back to over the holidays and decided to share it with you. There are tons of...
The Holiday Delivery Debacle: How Do You Recover Customers’ Trust When Your Entire Ecosystem Has Just Failed Them?
Gift delivery issues plagued last-minute online shoppers this holiday season (and some not-so-last-minute shoppers). As Ronni Marshak explains, the 2013 holiday season created a...
Wearable Tech for Elders?
Wearable technology created the biggest buzz at the Consumer Electronics Show—from cameras, to ear buds, to glasses, to jackets, to shoes and socks—all with...
How to Treat Customers the Way a Small Company Does
Ronni Marshak's article this week takes pointers from some very small companies she discovered while completing her holiday shopping online. What do small companies...
Customer Clouds Are Inevitable
As I was writing my prediction about the future of cloud computing this week, my computer died. Luckily, I back everything up using both...
What Could Destroy Twitter’s Customer Ecosystem?
Like any customer ecosystem, the entire multi-billion dollar ecosystem that is based on Twitter is critically dependent on one thing: keeping its end-users happy...
What’s the Value of Twitter’s Ecosystem?
At Twitter's current stock market valuation, its market cap is $24 billion. Twitter currently has 232 monthly active users. So each tweeter (Twitter end-customer)...
Stop Robocalls!
Are you as annoyed as we are by automated pre-recorded spam calls on both your landline and your mobile phones? In the U.S., this...
Blackberry’s Fate? Why Not Ask the Customers?
Ok, so the company is called Research in Motion—familiarly known as RIM. But most of us think of it as the company that...
How a Finnish Journalist Tried to Save Nokia
Here's a great story about how Lauri Malkavaara, a journalist for the Helsinki Sanomat newspaper, tried to save his country's mobile phone company. You...
Larry Ellison’s Priorities? Not His Customers!
On September 24th, Larry Ellison committed a major customer experience faux pas. He was an unexpected no show for his final keynote speech at...