Patricia Seybold

Is There Hidden Value in Twitter?

Last week, Twitter announced it will go public soon, in the obvious way, with a tweet. This IPO pre-announcement set the pundits and analysts buzzing about the possible value of the company based on revenue and earnings multiples, monetization strategies, mobile marketshare, and the...

When Mobile Phones Are Free

Rumor has it that Amazon's next mobile phone will be free—presumably subsidized by the increase in impulse downloads and purchases we do from our handy phones. On Tuesday, September 10, Apple announced its lower cost iPhone 5C. Technology analysts quickly reported that the low-cost...

Engaging Customers from the Get Go

Do You Really Want Customers Co-Designing Your Business? I'm currently engaged in the design of a new set of healthcare and wellness services for and with the people in my community. At a strategic planning meeting last week, I was caught short when one of...

Learning from Revolutionaries: Doug Engelbart & John Seybold

My thoughts and prayers have been with Christina Engelbart over the past couple of weeks because her beloved Dad, Doug Engelbart, passed away on July 2, 2013. Christina and I have a lot in common, and we've stayed in touch over the years. We...

Peer2Peer Business Models

We're intrigued by a relatively new business model. Referred to as Peer-2-Peer, Peers Inc., or Platforms for Participation, these are match-making businesses in which consumers are both the providers of the service being sold and the customers for the service being sold. To...

Private Searching on Your Phone: DuckDuckGo’s Mobile Apps

This week, DuckDuckGo launched its iPhone app, DuckDuckGo Search and Stories. Now you can enjoy the same anonymous, non-trackable, non-invasive, clutter-free search experience on your iPhone, Android, or Windows phone that many of us now use as our default Web search engine. DuckDuckGo's Private...

Personalized Products–for People and Things I Care About

When does personalization increase the perceived value of a product or service? What's the advantage to the customer of being able to personalize the products and services you offer? What is it worth to them? What is it worth to you to offer...

How Consumers Prefer to Pay for Online & Mobile Purchases

In the U.S. market, we've grown accustomed to the notion that we can buy anything, anytime, online. When we do, we usually are charging that purchase to a credit card—often one that is stored online. Now that many people are using their mobile phones for...

Why Do Investors Love Amazon? What Makes Amazon Tick?

There's a topic that our Patty's Pioneers group had been buzzing about all last week: Why, when Amazon.com posted a 45% drop in net income and a loss for 2012 of $39 million, did its stock go up? And why, when Apple announced an...

Swipp: A More User-Friendly Answer for Social Search?

Enter Swipp.com. According to this article in Wired, Swipp was planning to remain in stealth mode a bit longer, but decided to launch early in response to Facebook Graph Search. Right now, it offers mobile apps that let you take pictures, comment, and...

Facebook Search Graph Is Here: Fix Your Privacy Settings (Again!)

Facebook Graph Search joins Timeline and Newsfeed as a third "capability" in Facebook that most of us didn't want and haven't welcomed. The clue is in the name itself. No real person wants to search the "social graph." Only robots spawned by marketers do....

Attractive Business Model for Customer Innovation: Peers Inc.

In September 2012, at the Business Innovation Factory annual confab, BIF-8, I had the opportunity to hear Robin Chase tell her story. She talked a little about what she learned from co-founding Zipcar, and a lot about how she wanted to push the envelope...

Patterns in Innovation: Bottoms Up Activism

Last week, I immersed myself in the wonderful Business Innovation Factory community by attending the BIF-8 conference in Providence, RI. I always find great case studies to pursue at this event, so stay tuned! For my overview "trip report," I stepped back and squinted...

Key Players in the Mobile E-Wallet War

While many people are focused on the tablet marketshare wars, we're more interested in the mobile e-wallet battle that's about to flare up in the U.S. In fact, we think the smoke will have cleared and the winner(s) will be evident by 2013. Mobile e-wallets...

Whom Do You Trust as Your Mobile E-Wallet Provider?

Starting this fall, e-wallets will become available for our mobile phones. When I use the term "e-wallet," I'm talking about enabling consumers to pay for things using their mobile phones and to pay each other via mobile phone. No cash, no plastic credit cards,...

How, When, & Where Customers Want Personalized Recommendations

As technologies evolve, so do customers' needs and desires. In the 30+ years that we've been chronicling customer-critical technologies, we've witnessed an amazing shift in the degree to which marketers, merchandisers, and advertisers can target offers and deliver truly personalized recommendations. Personalized Recommendations Often Delight!...

The Evolution of Alaska Airlines’ Mobile Strategy

Just about every airline now offers mobile apps and a mobile-optimized website. That's because travelers rely on their mobile devices to get things done while on the go. Alaska Airlines mobile journey to-date is informative because the company has changed its implementation strategy a...

Are You Violating Your Customers’ Privacy?

Consumers care a lot about their privacy. They worry first and foremost about the safety of their assets and the safety of their family members and loved ones. They worry about identity theft and about having their credit card numbers and bank accounts hacked...

Are Business Customers Really Different from Consumer Customers?

Last week, Ronni Marshak's attention was drawn to a useful post in Customer Think, entitled, "B2B versus B2C - Debunking Five Customer Experience Myths" Since Ronni spends a lot of her working day helping businesses understand the customer experience needs of both business and...

Do You Need an App for That?

A recent customer co-design session got me thinking about when it's valuable for customers to have a mobile app versus when it's fine to let them use their mobile phones to access your website. There is so much money being poured into the development...

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