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.
Recurring Patterns from Patty’s Pioneers
At the end of October, a few of our stalwart band (going strong since 1989) of Patty's Pioneers met face-to-face to compare notes on...
Netflix Stumbles; Amazon Sails On
Netflix Stumbles I was greatly relieved to hear this week (October 10, 2011) that the Netflix board and executive team had come to...
Amazon Fires a Shot Across Apple’s (and Google’s?) Bow(s)
I love the new Amazon Fire. I've already pre-ordered mine. What appeals to me about the prospect of using the new Fire is the...
Salesforce Invites End-Customers Into Its Social Media Groups: Great News for CABs!
Salesforce.com has been touting its enterprise social media strategy for some time. Now there's a new and very important enhancement: the ability to invite...
Essential BUSINESS (Not IT) Competency: Managing Customer Information
Here, we are continuing our series of articles on the roles and responsibilities that are needed to transform companies into flexible organizations that focus...
HP’s Fatal(?) Gaffe
Last week HP announced that it is spinning off its PC business, along with its mobile device business. The first is too bad. HP offered...
Will Apple’s User Experience Change without Steve Jobs at the Helm?
The transition of Apple to new leadership is already going smoothly. The stock market has reacted gracefully. Apple's employees are supportive of the passing...
Combine “Manage My Stuff” with Benchmarking & Peer Community?
Customers Want to Manage Their Stuff. There are many areas of our personal and business lives in which we value e-tools (mobile and/or online apps)...
What’s the Most Important CX Role?
Here's a tip that will save your company a ton of money AND vastly improve the customer experience you deliver: Find and empower your...
How (Not) to Raise Prices
Over the past month, three well-loved brands in the digital entertainment business have created a flurry of negative buzz about recent price hikes. Netflix...
Staples Misses an Opportunity to Retain Customers
One of the ways I tell that the jobless rate in an area has increased is by looking at the Staples parking lot. People...
Why Is There Steady Migration to the Cloud Despite Reliability and Security Concerns?
Over the past few months, there have been a number of notable service quality incidents and security breaches of online services, including Sony's PlayStation...
Apple’s iCloud: Misunderstood and Underrated
Apple's iCloud service won't formally debut until the Fall of 2011, yet it has attracted many criticisms. We think that Apple's iCloud actually raises...
Apple: iCloud = Seamless Multi-Device Experience
I was pleased that Apple's iCloud met 10 out of 12 of the customer-critical requirements we listed before the announcement! The combination of Apple's...
How to Think About the Cloud
On Monday, June 6th, Apple will unveil its iCloud strategy at its Worldwide Developers' Conference. I've been thinking a lot about the role of...
What We Want from Apple’s iCloud
There will be tons written about the impact of Apple's iTunes business model vs. Amazon's and Google's media-sharing business models over the coming days...
Will Skype Save Microsoft?
Like most of you, I was bummed when I heard the news that Microsoft was buying Skype. I always have a sinking feeling in...
Kudos to Apples
Apple's outstanding financial results reported on April 20, 2011 simply confirmed what most of us already know: Apple has become the center of gravity...
Best Practice: Mobile Web Strategy – Learning from Nature Education’s Scitable.com
While everyone is piling on to the mobile app model for delivering functionality and content, the pioneering team at Nature Education Group took...
Amazon Challenges iTunes with Amazon Cloud Drive
At first blush, this new offering from Amazon sounds great! With Apple's iTunes, I can only play songs from my music library on the...