Patricia Seybold

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 integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7. How many...

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 listening and reading to e-books. You can be reading on one device, hop in your car and listen on your...

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, content, applications, and even business processes now run using cloud computing. That means that the actual data we’re accessing is...

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 have surfaced some interesting results. Here are a few of the highlights: Many customers have more than 11 different logins and...

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 behind. Most of you rely on us for thought leadership around customer-impacting technology trends. This time, we may be WAY...

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 the board). I like the new management team. I’ve been disinterested in anything Microsoft does for almost a decade. Why? My...

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 them into strategic think tanks for your internal lean start up activities. If you don’t have a CAB underway, start...

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 operational changes in real time won him a gold star in my book. But what really knocked my socks off...

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 Advisory/Advocacy leader out of Marketing and/or Sales. Have Customer Advocacy and Customer Advisory Boards report to Operations. Why? Because things...

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 books about innovation, including mine. But I found Ori Brafman's book, The Chaos Imperative: How Chance and Disruption Increase Innovation,...

The Holiday Delivery Debacle: How Do You Recover Customers’ Trust When Your Entire Ecosystem...

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 perfect storm of anomalies that blew apart even the best designed fulfillment and delivery systems. Design for Screw-Ups. I never cease...

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 sensors that gather info and stream info to and from the wearer in real time. (For a good overview, see...

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 do to gain our enthusiasm and loyalty that large companies ignore? It's about the personal touch, of course. Yet, many...

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 Apple Time Machine and Dropbox, so I wasn't concerned about losing my data. As I drove to the Apple store...

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) is therefore worth $103 to Twitter's shareholders. (Using the same logic, each active Facebook user is worth $100 to Facebook.) But,...

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 and coming back for more. We've identified four customer-critical activities for which customers use Twitter: Strut my stuff Track current events…

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 practice is out of control. and the legal framework that does exist to prevent calls containing automated marketing recordings is...

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 makes Blackberries—the mobile phone that won the hearts and minds of busy people all over the world—people who are addicted...

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 can read Lauri's entire article here. I'll paraphrase and quote a few excerpts. On August 18, 2008, Lauri wrote...

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 Oracle OpenWorld, Oracle's annual meeting of the faithful (developers and customers). Customers were left sitting for 45-minutes until an embarrassed...

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