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 doing differently that is bringing it back on to my radar. A year and a half ago, I wrote an Open...

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 smartphones and other electronics reported sales of 34.7 million smartphones in the first half of 2015, 33% more than for...

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 keep emerging as we work with business customers to co-design their ideal customer experiences in a wide variety of industries,...

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 a bad customer experience, based on negative tweets and members’ frustration about the quality, availability, and accessibility of the items...

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 twice: two major airline disasters within four months. Given the arrival of a new "turnaround" CEO and major restructuring at the...

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 a case,” one customer support exec recently complained. “Our best customers are first-time parents,” said a product marketing exec. “They...

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 working on customer co-designed health and wellness initiatives, I’m very interested in technology advances that will improve the lives of...

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 of) is fascinating, and reminds me of a quote I saw on LinkedIn yesterday: ‘In 2015 Uber, the world’s largest…

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 objectives that managers and employees are motivated to achieve. In fact, based on the experiences we’re having, we can often...

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 their customers. I failed miserably. Don’t get me wrong; it was a valuable interchange. My client learned an incredible amount about...

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 processes, improve consistency and quality, and preserve margins. The sales organization is anxious to drum up new business, so they...

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 Mobile E-Wallets Grade It’s not safe! Fear of theft of assets, account information getting into the wrong hands, and identity…

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, we adults find ourselves in the same mindset: excited about learning new things, accomplishing something important, and having fun “playing”...

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 health issue. CaringBridge provides the support infrastructure to deal with one of the most important, highly emotional, and time-consuming activities...

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 liquidate inventory, and then is unable to convert those bargain hunters into loyal, repeat customers. For example, a restaurant supplies...

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 IBM and Apple on 7/15/14 was that it was a great example of IBM’s running around in front of the...

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 of a customer ecosystem. IBM has historically been pretty good at recognizing and acknowledging their customers’ behaviors and either acquiring,...

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. No more lectures about why we should have tried self-help via the Web (If I could have done it myself,...

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 arise with my Apple products using Apple’s great phone support. Apple was the first company in my experience to offer...

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 Bezos refers to as “Dynamic Perspective” – the 3D effect of its unique user interface. But, without the benefit of...

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