Patricia Seybold

How To Provide Customers with a 360-Degree View of Their Context

We need your help! Ronni Marshak and I are revising our book, Customers.com, which was published in 1998. We'd like to "crowdsource" this next generation edition. Every few weeks, we'll offer you a new chapter or section. We'd like your help in making this...

How Amazon Could Keep Our eBook Business, Even If We Switch to the Apple...

It’s not often that we’re faced with the dilemma of choosing between two exceptional customer experiences. The advent of Apple’s iPad poses that dilemma for me. I’m almost certain that once I start using Apple’s iPad, I will use my Amazon Kindle less and less.…

Apple’s iPad: Just Good Enough to Transform the Publishing/Media Industries

My quick take on the iPad, based on the video footage of Steve Jobs’ announcement, is that it is a transformational device. I believe that the iPad will transform the publishing industry. Magazine and newspaper publishers are breathing a sigh of relief. The iTunes/iPhone model…

Addressing a Customer Pain Point as the Basis for a New Business

What's at the heart of a good customer-centric business model? We believe that it has four significant components: 1. Ensure that the model is designed to address or mitigate customers' moments of truth. 2. Ensure that you address those moments of truth with innovative approaches…

The REAL Reason that Google has Lost China

Amid the flurry of punditry and posturing that has surrounded Google's decision to pull its search business out of China and its accusations of hacking by the Chinese, there's another story. Non-elite Chinese people don't find Google's search (or its other services) useful. Google...

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